Measuring hotel guest satisfaction by using an online quality management system

Kesh Prasad; Philip W. Wirtz; Larry Yu

Year of publication:	2014
Authors:	Sharma, Keshav Prasad ; Wirtz, Philip W. ; Yu, Larry
Published in:	Journal of hospitality marketing & management. - Philadelphia, Pa. : Taylor & Francis, ISSN 1936-8623, ZDB-ID 2493700-9. - Vol. 23.2014, 3/4, p. 445-463
Subject:	online quality management system \| electronic guest comment card \| tangible and intangible attributes \| customer satisfaction \| Qualitätsmanagement \| Quality management \| Kundenzufriedenheit \| Customer satisfaction \| Hotellerie \| Hotel industry \| Dienstleistungsqualität \| Service quality \| Konsumentenverhalten \| Consumer behaviour

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