The paper-based guest questionnaire, also commonly known as "comment card", is an old hotel tradition that is the mainstay of guest feedback elicitation. Primarily used to measure satisfaction, the questionnaire is a faulty survey instrument that can yield inaccurate and unreliable data. The trend for e-questionnaires adoption necessitates re- evaluation of the role of the paper questionnaire in contemporary hotel management. Using a service innovation approach, questionnaire functionality is explored in a way not previously considered in the hospitality management literature,...

This book presents research conducted on
the validity of hospitality education and training degrees
in Macau in the period preceding the explosive growth in
tourism precipitated by the regulation of its lucrative
gaming industry. The Macau Special Administrative Region
(SAR) is a major regional tourist destination principally
because of its reputation as a gaming haven and is known as
the "Las Vegas of the East". With the high volume of
inbound tourists into a tiny territory, the hotel ...