Napredna pretraga

Pregled bibliografske jedinice broj: 42325

Customer satisfaction measurement


Marković, Suzana; Horvat, Jasna
Customer satisfaction measurement // Economics and Ecology in Function of Tourism Development / Ivanović, Zoran ; Novacka, Ludmila (ur.).
Opatija: Fakultet za turistički i hotelski menadžment, 1999. str. 59-68 (predavanje, međunarodna recenzija, cjeloviti rad (in extenso), znanstveni)


Naslov
Customer satisfaction measurement

Autori
Marković, Suzana ; Horvat, Jasna

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Economics and Ecology in Function of Tourism Development / Ivanović, Zoran ; Novacka, Ludmila - Opatija : Fakultet za turistički i hotelski menadžment, 1999, 59-68

Skup
2nd International Scientific Conference Economics and Ecology in Function of Tourism Development

Mjesto i datum
Opatija, Hrvatska, 19.11.1999

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Customer satisfation; service quality; reliability; validity; hospitality industry

Sažetak
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.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija



POVEZANOST RADA


Ustanove
Ekonomski fakultet, Osijek,
Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija