Title

Customer Satisfaction and its Measurement in Hospitality Enterprises

Keywords

Customer satisfaction, Service quality, Hospitality industry

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.

Publication Date

1-1-1999

Original Citation

Abraham Pizam and Taylor Ellis, “Customer Satisfaction and its Measurement in Hospitality Enterprises,” International Journal of Contemporary Hospitality Management, Vol. 11, No. 7 (1999).

Number of Pages

326-339

Document Type

Paper

Language

English

Source Title

International Journal of Contemporary Hospitality Management

Volume

11

Issue

7

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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http://dx.doi.org/10.1108/09596119910293231

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