1st Edition
Current Issues and Development in Hospitality and Tourism Satisfaction
218 Pages
by
Routledge
218 Pages
by
Routledge
220 Pages
by
Routledge
Also available as eBook on:
Stay ahead of your customers as their service expectations change! In Current Issues and Development in Hospitality and Tourism Satisfaction, experts from the field explore customer satisfaction strategies, examining both the long-term and short-term results. This vital tool shows you new and effective approaches for understanding customer satisfaction and providing quality service at all... Read more
- Introduction (John A. Williams and Muzaffer Uysal)
- ARTICLES
- Social Interaction Linkages in the Service Satisfaction Model (Francis P. Noe and Muzaffer Uysal)
- Identifying the Dimensions of the Experience Construct: Development of the Model (Bonnie J. Knutson and Jeffrey A. Beck)
- Limitations of Cross-Cultural Customer Satisfaction Research and Recommending Alternative Methods (Metin Kozak, Enrique Bigné, and Luisa Andreu)
- Which Comparison Standard Should Be Used for Service Quality and Customer Satisfaction? (Yuksel Ekinci)
- “Just Trying to Keep the Customer Satisfied”: A Comparison of Models Used in the Measurement of Tourist Satisfaction (Paul Fallon and Peter Schofield)
- Guest Satisfaction in the U.S. Lodging Industry Using the ACSI Model as a Service Quality Scoreboard (Bonnie J. Knutson, Arjun J. Singh, Hung-Hsu Yen, and Barbara Everitt Bryant)
- An Investigation into the Perceived Importance of Service and Facility Attributes to Hotel Satisfaction (Tekle Shanka and Ruth Taylor)
- Categories of Participants Based on Their Expectations of Instructor-Led Training (Candice E. Clemenz, Pamela A. Weaver, Jiho Han, and Ken W. McCleary)
- The Relationship Between Destination Performance, Overall Satisfaction, and Behavioral Intention for Distinct Segments (Seyhmus Baloglu, Aykut Pekcan, Shiang-Lih Chen, and Joceline Santos)
- The Effect of Length of Stay on Travelers’ Perceived Satisfaction with Service Quality (Janet D. Neal)
- Satisfaction with Cultural/Heritage Sites: Virginia Historic Triangle (Jin Huh and Muzaffer Uysal)
- Index
- Reference Notes Included
Biography
Uysal, Muzaffer; Williams, John A
