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...

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...