1st Edition

Current Issues and Development in Hospitality and Tourism Satisfaction

ISBN 9780789024343
Published August 26, 2004 by Routledge
220 Pages

USD $62.95

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Book Description

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 levels of the hospitality and tourism industry. Hospitality and tourism faculty and students as well as professionals will find this book useful for improving and providing quality service management.

This book illustrates the complex relationship between customer and service provider, offering practical advice and techniques for maximizing consumer contentment. Current Issues and Development in Hospitality and Tourism Satisfaction contains models for meeting—and even surpassing—consumer expectations to increase the value of the customer’s experience. This essential resource includes various methods for managers to anticipate consumer needs and perceptions, reducing dissatisfaction.

This book helps you:

  • incorporate existing and alternative measurements of satisfaction
  • measure and improve service quality
  • create and maintain social interaction linkages between staff and customer
  • identify the destination performance of your hotel and other destinations or attractions
  • evaluate consumer satisfaction with lodging services
  • increase cross-cultural service satisfaction
  • and much more!
Tables and figures throughout the text help demonstrate the strategies, and bibliographies at the end of each chapter offer further reading. While there are other books that focus on customer satisfaction, Current Issues and Development in Hospitality and Tourism Satisfaction is rare in that it covers satisfaction issues as they apply to both hospitality and tourism.

Table of Contents

  • Introduction (John A. Williams and Muzaffer Uysal)
  • 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

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