Customer satisfaction and its measurement in hospitality enterprises

Abstract

Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. Following a discussion on the dimensions and attributes of satisfaction, lists the main methods of measuring satisfaction and concludes with a review of global and cross‐cultural issues that affect satisfaction.

Citation

Pizam, A. and Ellis, T. (1999), "Customer satisfaction and its measurement in hospitality enterprises", International Journal of Contemporary Hospitality Management, Vol. 11 No. 7, pp. 326-339. https://doi.org/10.1108/09596119910293231