Customer Satisfaction in the Hotel Industry

Jonathan D. Barsky

249 citations0/0 files storedJournal of Hospitality & Tourism Research

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Patient Satisfaction in Healthcare

Abstract

Focusing on the hotel industry, this study builds a functional definition of customer satisfaction and a practical approach to facilitate its measurement. Field research conducted in the United States and Japan support these new approaches. Contributions from the literature provide a theoretical basis for the development of a customer satisfaction model. The variables of this model were converted into a survey instrument (customer comment card) and tested at a large urban hotel.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 249 citations exist upstream.

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1964Work and motivation 1963Towards an understanding of inequity.1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective 1985Influence : science and practice 1960The Functional Approach to the Study of Attitudes

Cited by

2001An Examination of the Determinants of Entertainment Vacationers’ Intentions to Revisit 2001Towards a conceptual framework for wildlife tourism 2010Examining the effect of novelty seeking, satisfaction, and destination image on tourists’ return pattern: A two factor, non-linear latent growth model 2001Comparative assessment of tourist satisfaction with destinations across two nationalities 2019A study of event quality, destination image, perceived value, tourist satisfaction, and destination loyalty among sport tourists

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.