Current issues and development in hospitality and tourism satisfaction
著者
書誌事項
Current issues and development in hospitality and tourism satisfaction
Haworth Hospitality Press, c2003
大学図書館所蔵 件 / 全5件
-
該当する所蔵館はありません
- すべての絞り込み条件を解除する
注記
"... has been co-published simultaneously as journal of quality assurance in hospitality & tourism, volume 4, numbers 3/4 2003"
Includes bibliographical references and index
HTTP:URL=http://www.loc.gov/catdir/toc/ecip0410/2003023286.html Information=Table of contents
内容説明・目次
内容説明
Stay ahead of your customers as their service expectations change!
In Current Issues and Development in Hospitality and Tourism Satisfaction, experts from the field explore customer satisfaction strategies, examining both the long-term and short-term results. This vital tool shows you new and effective approaches for understanding customer satisfaction and providing quality service at all levels of the hospitality and tourism industry. Hospitality and tourism faculty and students as well as professionals will find this book useful for improving and providing quality service management.
This book illustrates the complex relationship between customer and service provider, offering practical advice and techniques for maximizing consumer contentment. Current Issues and Development in Hospitality and Tourism Satisfaction contains models for meetingand even surpassingconsumer expectations to increase the value of the customer's experience. This essential resource includes various methods for managers to anticipate consumer needs and perceptions, reducing dissatisfaction.
This book helps you:
incorporate existing and alternative measurements of satisfaction
measure and improve service quality
create and maintain social interaction linkages between staff and customer
identify the destination performance of your hotel and other destinations or attractions
evaluate consumer satisfaction with lodging services
increase cross-cultural service satisfaction
and much more!
Tables and figures throughout the text help demonstrate the strategies, and bibliographies at the end of each chapter offer further reading. While there are other books that focus on customer satisfaction, Current Issues and Development in Hospitality and Tourism Satisfaction is rare in that it covers satisfaction issues as they apply to both hospitality and tourism.
目次
Introduction (John A. Williams and Muzaffer Uysal)
ARTICLES
Social Interaction Linkages in the Service Satisfaction Model (Francis P. Noe and Muzaffer Uysal)
Identifying the Dimensions of the Experience Construct: Development of the Model (Bonnie J. Knutson and Jeffrey A. Beck)
Limitations of Cross-Cultural Customer Satisfaction Research and Recommending Alternative Methods (Metin Kozak, Enrique Bigne, and Luisa Andreu)
Which Comparison Standard Should Be Used for Service Quality and Customer Satisfaction? (Yuksel Ekinci)
Just Trying to Keep the Customer Satisfied: A Comparison of Models Used in the Measurement of Tourist Satisfaction (Paul Fallon and Peter Schofield)
Guest Satisfaction in the U.S. Lodging Industry Using the ACSI Model as a Service Quality Scoreboard (Bonnie J. Knutson, Arjun J. Singh, Hung-Hsu Yen, and Barbara Everitt Bryant)
An Investigation into the Perceived Importance of Service and Facility Attributes to Hotel Satisfaction (Tekle Shanka and Ruth Taylor)
Categories of Participants Based on Their Expectations of Instructor-Led Training (Candice E. Clemenz, Pamela A. Weaver, Jiho Han, and Ken W. McCleary)
The Relationship Between Destination Performance, Overall Satisfaction, and Behavioral Intention for Distinct Segments (Seyhmus Baloglu, Aykut Pekcan, Shiang-Lih Chen, and Joceline Santos)
The Effect of Length of Stay on Travelers' Perceived Satisfaction with Service Quality (Janet D. Neal)
Satisfaction with Cultural/Heritage Sites: Virginia Historic Triangle (Jin Huh and Muzaffer Uysal)
Index
Reference Notes Included
「Nielsen BookData」 より
