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This paper aims to review and discuss customer satisfaction and its application to the hospitality and tourism industries. This paper defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. This paper is a revision and update of an article previously published by Pizam and Ellis (1999) on customer satisfaction measurements.

The most recent research on customer satisfaction measurements and scales is summarized and presented in the paper.

Following a discussion on the dimensions and attributes of satisfaction, the main methods of measuring satisfaction are listed, and cross-cultural issues that affect satisfaction are reviewed. Finally, the paper concludes with a comprehensive review of the current online tools and techniques available for measuring customer satisfaction.

This summary gives a good overview to researchers who require a comprehensive review of the available research measurements and scales for customer satisfaction.

For the past decade, a considerable amount of research has been conducted in customer satisfaction. Finding the appropriate measurements and scales for customer satisfaction can be time-consuming and confusing. This paper provides a comprehensive overview of the best-known measurements and scales in customer satisfaction research. The paper also provides innovative online tools and techniques available for research.

I present and evaluate various explanations for why new workers who were sponsored by oldtimers tend to have better job outcomes (better performance, more satisfaction, and less turnover) than do new workers who were not sponsored.

My evaluations involve searching for evidence that fits (or does not fit) each of the explanations.

The two most popular explanations argue that the job benefits of sponsorship arise because (a) sponsored newcomers have more realistic job expectations than do unsponsored newcomers, or (b) the quality of sponsored newcomers is greater than that of unsponsored newcomers. Unfortunately, these explanations have weak empirical support. A third explanation, largely untested as yet, attributes the performance benefits of sponsorship to social pressures that can arise when someone is sponsored for a job. These pressures include efforts by newcomers to repay the people who sponsored them, efforts by sponsors to assist the newcomers they sponsored after those persons have been hired, and stereotypes among coworkers about the kinds of people who get jobs through sponsors. Although limited as yet, the evidence regarding this new explanation seems promising.

More research on this third explanation for sponsorship effects should be done. Suggestions for how to do such research are reviewed and a relevant experiment is presented.

The ideas and evidence presented here could help employers who want to improve the job outcomes of their new workers. Poor outcomes among such persons are a major problem in many settings.

Although some of my ideas have been mentioned by others, they were not been described in much detail, nor were they tested. My hope is that this chapter will promote new theory and research on the performance benefits of sponsorship, a topic that has been largely ignored in recent years.

Searching for a job is an important process that influences short- and long-term career outcomes as well as well-being and psychological health. As such, job search research has grown tremendously over the last two decades. In this chapter, the authors provide an overview of prior research, discuss important trends in current research, and suggest areas for future research. The authors conceptualize the job search as an unfolding process (i.e., a process through which job seekers navigate through stages to achieve their goal of finding and accepting a job) in which job seekers engage in self-regulation behaviors. The authors contrast research that has taken a between-person, static approach with research that has taken a within-person, dynamic approach and highlight the importance of combining between- and within-person designs in order to have a more holistic understanding of the job search process. Finally, authors provide some recommendations for future research. Much remains to be learned about what influences job search self-regulation, and how job self-regulation influences job search and employment outcomes depending on individual, contextual, and environmental factors.

Presents an overview of the basic theory and practice of Rational‐Emotive Therapy (RET). Discusses the goals and values of RET, including its view of the three main irrational ideas which underpin emotional disturbance. Outlines RET in action through a case example. Concludes that, while RET focuses on the individual, its emphasis on striving for well‐being and fulfilment usually entails social and organisational dividends.

The case of the prosecution and conviction of a cowkeeper, who was also a milk vendor, in January last for selling milk that showed a deficiency of 25·27 per cent. in fat content is said to have presented such unusual features that no conviction should have followed.

It is a well known fact that bacteria play a large part in the success or failure of the satisfactory production of dairy products, but the role of yeasts and moulds should not be overlooked. These living organisms, commonly known as fungi, are the next higher form of life in the vegetable world after the bacteria stage. Their form of growth resembles the growth of plants in that they reproduce by budding, and their spores, analogous to the seeds of plants, are the means whereby many species propagate further generations. The yeast cell is much larger than the ordinary bacterium, so that it is possible to study them with the aid of much lower magnifications. When grown on solid media the yeasts give colonies not unlike those of bacteria except that the edges of the colonies are less defined, the colonies themselves project well above the surface of the media, and their surfaces are usually of a rough appearance. A good example of mould growth is that of the ordinary “green mould.”—Yeasts usually prefer to grow on the surface of liquids, and moulds are found to grow most vigourously on solid or semi‐solid media, such as meat, cheese, butter, etc. The growth of bacteria in the media hinders the simultaneous growth of the fungi, so that it is only after the media has become too acid for the growth of bacteria that yeasts and moulds are able to grow. In support of this theory it has been found that fungi will grow on the surface of sterile milk, but ordinary fresh milk containing bacteria is not a suitable media as the fungi cannot compete with the bacteria. It is found, therefore, that only bacteria proliferate in fresh milk. However, when milk has become sour bacterial growth is arrested, and it is then that mould growth becomes perceptible. The fungi tolerate a relatively large amount of acid. Media used for their cultivation is generally standardised to a ph of about 4.5. The optimum temperature for their growth is in the region of 75°–90° F. Some species will grow at 32° F., others even below this temperature. Low temperatures are not lethal to the fungi, so that when infected products are removed from cold storage growth may occur. The temperatures required to kill them and their spores generally falls between 130°–180° F. Most yeasts are killed at temperatures above 120° F., while their spores may have to be exposed to higher temperatures.

The purpose of this study is to examine the influence of job seekers' perceived incivility during job search on their job search intensity via job search-specific self-esteem, and to explore how the job seekers' level of dispositional mindfulness buffers these relationships.

Using self-report measures, time-lagged data were obtained from 242 graduating students of a Chinese university.

Results showed that perceived incivility during job search was negatively related to job search-specific self-esteem, and that job search-specific self-esteem was positively related to job search intensity. Further, dispositional mindfulness mitigated the direct link between perceived incivility and job search-specific self-esteem and the indirect link between job seekers' perception of incivility and job search intensity through job search-specific self-esteem.

By integrating the recruitment and job search literature, we investigated how negative experiences (perceived incivility during recruitment) stemming from the context of job search influence the motivation of job seekers to continue their job search via the mediating role of job search-specific self-esteem. Further, for the first time, we explored the moderating role of dispositional mindfulness in the job search literature by utilizing the framework of positive psychology.

This paper aims to propose a knowledge transfer partnership (KTP) model, using higher education (HE) students researching in the UK. It is focused on community engagement via charitable trusts, New Opportunities Wirksworth (NOW) & Ecclesbourne Valley Rail (EVR). The researchers designed and implemented a pilot study that explored the potential of a small, yet attractive and active, market town to diversify and regenerate using tourism. This project, which has been funded by the UK Higher Education Innovation Fund (HEIF), has been devised to operate and monitor a KTP in the culturally important heritage market town of Wirksworth, in Derbyshire.

A systems-thinking constructivist approach is used and employs problem-based learning (PBL) through engagement of students in research and data collection. The authors identified that skills for sustainable development within the community are dependent on the reintegration of complex, inter-dependent and inter-disciplinary factors. A holistic approach to the learning and knowledge shared within the community underpins UK initiatives to promote capacity development in ways to change knowledge applications across product and service boundaries. Therefore, in addition to encouraging diversification and regeneration through tourism, this project supported the University of Derby's academic agenda to promote experiential and entrepreneurial learning in students working at both undergraduate and postgraduate levels. This paper accords with the current university initiatives to meet the student employability agenda through the application of PBL and knowledge management.

The creation of outcomes and recommendations for Wirksworth's stakeholders provides sustainability through the knowledge creation and sharing processes. There are seven outcomes that chart a path to development and knowledge transfer (KT) and sharing. The authors simultaneously provided an environment for students to gain skills and a community to acquire new knowledge, and these are the outcomes and output of this project. New learning styles may support inclusive academic practice (see related samples of PBL such as Ineson and Beresford in HLST resources 2001). Implications for building a KT community through the social capital accumulated in the project are explored.

In taking PBL from the classroom to the community, the authors have created a new KT environment in which skills can be acquired and a regeneration strategy can be tested in a work-or-practice-related setting. Students recognise that they are building learning for themselves that is unique in that it cannot be recreated in a classroom setting. The authors see this project developing into a robust long-term partnership between communities and institutions with KT benefits to teaching staff in addition to students. These benefits will include new skills for PBL, working collaboratively with partners in the community to develop key skills in HE students, innovation in assessment, inclusive learning and teaching, experiential and entrepreneurial learning in practice.

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.

We are growing accustomed to shock tactics of the US Administration in dealing with toxic residues in food or additives which are a hazard to man, as well as the daily press infusing sensation, even melodrama, into them, but the recent action of the FDA in calling in from the food market several million cans of tuna and other deep sea fish because of the presence of mercury has had the worthwhile effect of drawing world attention to the growing menace of environmental pollution. The level of mercury in the fish is immaterial; it should never have been there at all, but it stresses the importance of the food chain in the danger to man and animal life generally, including fish beneath the sea. Without underestimating risks of pollution in the atmosphere from nuclear fission products, from particulate matter carried in the air by inhalation or even skin absorption, food and drink, which includes aqua naturale would seem to be the greatest danger to life. What these recent events illustrate in a dramatic manner, however, is the extent of pollution.