Customer satisfaction and its measurement in hospitality enterprises

1999-12-01articleInternational Journal of Contemporary Hospitality Management670 citationsgreen

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

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

Abstract

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.

Citations in this library

Stored only when both papers are in the corpus — 670 citations exist upstream.

References

1985A Conceptual Model of Service Quality and Its Implications for Future Research

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

1992Measuring Service Quality: A Reexamination and Extension

1990The Effect of a Market Orientation on Business Profitability

1993Market Orientation: Antecedents and Consequences

1984A Service Quality Model and its Marketing Implications

Cited by

2017The Impact of Memorable Tourism Experiences on Loyalty Behaviors: The Mediating Effects of Destination Image and Satisfaction

2007Conceptualization and Operationalization of Destination Image

2015Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews

2009TOURIST SATISFACTION AND DISSATISFACTION

2010Examining the effect of novelty seeking, satisfaction, and destination image on tourists’ return pattern: A two factor, non-linear latent growth model

2003Measurement of tourist satisfaction with restaurant services: A segment-based approach

2006Towards an understanding of total service quality in hotels

2004Service failure and recovery: evidence from the hotel industry