Customer satisfaction measurement (CROSBI ID 474032)
Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Marković, Suzana ; Horvat, Jasna
engleski
Customer satisfaction measurement
There is necessement for new research that will advnce customer quality methodologies in the hospitality industry. This comprehensive review of theoris and methodologies reported in customer satisfaction studies in the hospitality literature provides suggestions for future customer satisfaction research in the hospitality field. First, the theoretical and methodological issues are a critical review. Next, major development in customer satisfaction research methodologies are discussed. the final section of this study is devoted to developing and proposing new directions for the future customer satisfaction research in the hospitality industry.
customer satisfation; service quality; reliability; validity; hospitality industry
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Podaci o prilogu
59-68-x.
1999.
objavljeno
Podaci o matičnoj publikaciji
Economics and Ecology in Function of Tourism Development
Ivanović, Zoran ; Novacka, Ludmila
Opatija: Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci
Podaci o skupu
2nd international scientific conference economics and ecology in function of tourism development
predavanje
19.11.1999-19.11.1999
Opatija, Hrvatska