International Journal of Contemporary Hospitality Management · 1999 · 663 citations · 72 references
Total Quality ManagementCustomer SatisfactionTourism ManagementTourism SupplyHospitalityTourism IndustriesHotel IndustryService QualityHospitality MarketingManagementHospitality IndustryService ResearchCross‐cultural IssuesMarketingCustomer LoyaltyDestination MarketingTourism MarketingBusinessTourismHospitality Management
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.
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