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
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).
DOI
10.1108/09596119910293231
Number of Pages
326-339
Document Type
Paper
Language
English
Source Title
International Journal of Contemporary Hospitality Management
Volume
11
Issue
7
Copyright Date
1999
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Pizam, Abraham and Ellis, Taylor, "Customer Satisfaction and its Measurement in Hospitality Enterprises" (1999). Rosen Faculty Scholarship and Creative Works. 348.
https://stars.library.ucf.edu/rosenscholar/348