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Assesses the perceptions of service quality in China’s hotel industry, from the perspective of both international tourists and hotel managers. A questionnaire was used to survey a sample of 90 hotel managers and 270 international tourists who visited China and stayed at hotels in Beijing,...
Persistent link: https://www.econbiz.de/10014762468
To stay competitive, hotels need to develop a viable customer retention strategy. Since a key to the successful development of such a strategy rests with customer relationship management, hotels should identify the most profitable ways to build and maintain a loyal customer relationship. In an...
Persistent link: https://www.econbiz.de/10014762554
The use of comment cards is a very popular method for obtaining customer feedback in the hospitality industry. An investigation was made regarding the current status of comment card usage in hotel‐restaurants offering high quality, Sunday champagne buffets, in Las Vegas, Nevada, USA. Cards...
Persistent link: https://www.econbiz.de/10014763397
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...
Persistent link: https://www.econbiz.de/10014763510
Purpose – The purpose of this study is to identify the importance of hotel attributes for pre-senior and senior tourists when selecting a hotel. Design/methodology/approach – Three market segments (German, Dutch and British) were selected as the sample of the research. The Callan and...
Persistent link: https://www.econbiz.de/10014763814
Purpose This paper aims to review and discuss customer satisfaction and its application to the hospitality and tourism industries. This paper defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. This paper is a revision and...
Persistent link: https://www.econbiz.de/10014764101
Purpose – The purpose of this study is to identify an appropriate factor structure that may be utilized to effectively measure a hotel’s performance relative to service quality in a mid-scale setting. Customer perceptions of service quality in mid-scale hotels have largely been ignored; the...
Persistent link: https://www.econbiz.de/10014764392
Purpose – Studies in the service quality evaluation literature have generally attempted to determine the service quality perception level of customers by mainly focusing on customers’ quality evaluations. However, the nature and characteristics of differences in service quality perceptions...
Persistent link: https://www.econbiz.de/10014764679
Purpose This paper aims to review hospitality and tourism research on customer satisfaction (CS), service quality (SQ) and customer value (CV) published in several established hospitality and tourism journals over the past 15-16 years. A parallel review of research on the same topics published...
Persistent link: https://www.econbiz.de/10014765001
Purpose The study conceptualizes service quality as a second-order factor and analyzes its influence on customer satisfaction, perceived value, image, consumption emotions and customer loyalty by testing a structural equation model. Design/methodology/approach The model is tested using data...
Persistent link: https://www.econbiz.de/10014765174