Current Issues and Development in Hospitality and Tourism Satisfaction

ISBN-13: 9780789024336 / Angielski / Twarda / 2004 / 220 str.

John A. Williams

Opis

Experts from the field explore customer satisfaction strategies, examining both the long term and short-term results. Includes various methods for managers to anticipate consumer needs and perceptions, reducing dissatisfaction.

Spis treści

• Introduction (John A. Williams and Muzaffer Uysal)
  
• ARTICLES
  
• Social Interaction Linkages in the Service Satisfaction Model (Francis P. Noe and Muzaffer Uysal)
  
• Identifying the Dimensions of the Experience Construct: Development of the Model (Bonnie J. Knutson and Jeffrey A. Beck)
  
• Limitations of Cross-Cultural Customer Satisfaction Research and Recommending Alternative Methods (Metin Kozak, Enrique Bigné, and Luisa Andreu)
  
• Which Comparison Standard Should Be Used for Service Quality and Customer Satisfaction? (Yuksel Ekinci)
  
• “Just Trying to Keep the Customer Satisfied”: A Comparison of Models Used in the Measurement of Tourist Satisfaction (Paul Fallon and Peter Schofield)
  
• Guest Satisfaction in the U.S. Lodging Industry Using the ACSI Model as a Service Quality Scoreboard (Bonnie J. Knutson, Arjun J. Singh, Hung-Hsu Yen, and Barbara Everitt Bryant)
  
• An Investigation into the Perceived Importance of Service and Facility Attributes to Hotel Satisfaction (Tekle Shanka and Ruth Taylor)
  
• Categories of Participants Based on Their Expectations of Instructor-Led Training (Candice E. Clemenz, Pamela A. Weaver, Jiho Han, and Ken W. McCleary)
  
• The Relationship Between Destination Performance, Overall Satisfaction, and Behavioral Intention for Distinct Segments (Seyhmus Baloglu, Aykut Pekcan, Shiang-Lih Chen, and Joceline Santos)
  
• The Effect of Length of Stay on Travelers’ Perceived Satisfaction with Service Quality (Janet D. Neal)
  
• Satisfaction with Cultural/Heritage Sites: Virginia Historic Triangle (Jin Huh and Muzaffer Uysal)
  
• Index
  
• Reference Notes Included
  

O autorze

Uysal, Muzaffer; Williams, John A