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Article Information:
Title:
Customer satisfaction and its measurement in hospitality enterprises
Author(s):
Abraham Pizam, Taylor Ellis
Journal:
International Journal of Contemporary Hospitality Management
Year:
1999
Volume:
Issue:
Page:
326 - 339
DOI:
10.1108/09596119910293231
Publisher:
MCB UP Ltd
Document Access:
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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.
Keywords:
Customer satisfaction,
Hospitality industry.,
Service quality
Article Type:
Conceptual Paper
References:
Cited by:
Article URL:
www.emeraldinsight.com/10.1108/09596119910293231