Measuring customer satisfaction and employee attitude at Forte Hotels

Abstract

Considers the benefit for service companies of measuring both customer satisfaction and employee attitude, as a means of first determining guest perceptions of the service offered, and then to consider the internal environment of business operations. Draws conclusions based on research from Forte Hotels, on increasing levels of staff morale impacting significantly to raise customer satisfaction, as well as the benefit to organizations of implementing softer measures of service training.

Citation

Eccles, G. and Durand, P. (1997), "Measuring customer satisfaction and employee attitude at Forte Hotels", Managing Service Quality: An International Journal, Vol. 7 No. 6, pp. 290-291. https://doi.org/10.1108/09604529710186624