Customer satisfaction and its measurement in hospitality enterprises

Welcome:
Guest

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Online from: 1989

Subject Area: Tourism and Hospitality

Content: Latest Issue | Latest Issue RSS | Previous Issues

Options: To add Favourites and Table of Contents Alerts please take a Emerald profile

Document Information:
Title:	Customer satisfaction and its measurement in hospitality enterprises
Author(s):	Abraham Pizam, (Department of Hospitality Management, University of Central Florida, Orlando, Florida, USA), Taylor Ellis, (Department of Hospitality Management, University of Central Florida, Orlando, Florida, USA)
Citation:	Abraham Pizam, Taylor Ellis, (1999) "Customer satisfaction and its measurement in hospitality enterprises", International Journal of Contemporary Hospitality Management, Vol. 11 Iss: 7, pp.326 - 339
Keywords:	Customer satisfaction, Hospitality industry., Service quality
Article type:	Conceptual Paper
DOI:	10.1108/09596119910293231 (Permanent URL)
Publisher:	MCB UP Ltd
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.