Measuring Guest Satisfaction in UK‐based International Hotel Chains: Principles and Practice
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 1 May 1993
Abstract
Investigates methods of assessing guest satisfaction, some of which do not give a true reflection. Analyses by comparison UK hotel methods of assessment and ways of improving amenities, i.e. reception, room service, facilities, costs, etc., and suggests ways of systemizing customer response and hotel‐chain‐wide satisfaction indexing. A “Scorecard” system could be the answer.
Keywords
Citation
Jones, P. and Ioannou, A. (1993), "Measuring Guest Satisfaction in UK‐based International Hotel Chains: Principles and Practice", International Journal of Contemporary Hospitality Management, Vol. 5 No. 5. https://doi.org/10.1108/09596119310046934
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited