Measuring Guest Satisfaction in UK‐based International Hotel Chains: Principles and Practice

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.

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Year of publication:	1993
Authors:	Jones, Peter ; Ioannou, Alexia
Published in:	International Journal of Contemporary Hospitality Management. - MCB UP Ltd, ISSN 1757-1049, ZDB-ID 2028752-5. - Vol. 5.1993, 5
Publisher:	MCB UP Ltd
Subject:	Amenities \| Classification \| Competition \| Customer satisfaction

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/09596119310046934 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014763275