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Media type:
E-Article
Title:
Customer satisfaction and its measurement in hospitality enterprises
Contributor:
Pizam, Abraham;
Ellis, Taylor
imprint:
Emerald, 1999
Published in:International Journal of Contemporary Hospitality Management
Language:
English
DOI:
10.1108/09596119910293231
ISSN:
0959-6119
Origination:
Footnote:
Description:
<jats:p>Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. Following a discussion on the dimensions and attributes of satisfaction, lists the main methods of measuring satisfaction and concludes with a review of global and cross‐cultural issues that affect satisfaction.</jats:p>