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Medientyp:
E-Artikel
Titel:
Customer satisfaction and its measurement in hospitality enterprises
Beteiligte:
Pizam, Abraham;
Ellis, Taylor
Erschienen:
Emerald, 1999
Erschienen in:International Journal of Contemporary Hospitality Management
Sprache:
Englisch
DOI:
10.1108/09596119910293231
ISSN:
0959-6119
Entstehung:
Anmerkungen:
Beschreibung:
<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>