The paper examines the quality of customer service in Varna hotels. Quantitative methods are used – a survey conducted among 135 participants from 22 countries, staying at hotels in Varna. The findings reveal foreign tourists' perceptions of the services in Varna hotels. Customer evaluation of...

Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's needs and ultimately care for each other. Yet surprisingly there are few or any books...