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Customer satisfaction measurement (CROSBI ID 474032)

Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija

Marković, Suzana ; Horvat, Jasna Customer satisfaction measurement // Economics and Ecology in Function of Tourism Development / Ivanović, Zoran ; Novacka, Ludmila (ur.). Opatija: Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci, 1999. str. 59-68-x

Podaci o odgovornosti

Marković, Suzana ; Horvat, Jasna

engleski

Customer satisfaction measurement

There is necessement for new research that will advnce customer quality methodologies in the hospitality industry. This comprehensive review of theoris and methodologies reported in customer satisfaction studies in the hospitality literature provides suggestions for future customer satisfaction research in the hospitality field. First, the theoretical and methodological issues are a critical review. Next, major development in customer satisfaction research methodologies are discussed. the final section of this study is devoted to developing and proposing new directions for the future customer satisfaction research in the hospitality industry.

customer satisfation; service quality; reliability; validity; hospitality industry

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Podaci o prilogu

59-68-x.

1999.

objavljeno

Podaci o matičnoj publikaciji

Economics and Ecology in Function of Tourism Development

Ivanović, Zoran ; Novacka, Ludmila

Opatija: Fakultet za menadžment u turizmu i ugostiteljstvu Sveučilišta u Rijeci

Podaci o skupu

2nd international scientific conference economics and ecology in function of tourism development

predavanje

19.11.1999-19.11.1999

Opatija, Hrvatska

Povezanost rada

Ekonomija