crta
Hrvatska znanstvena Sekcija img
bibliografija
3 gif
 Naslovna
 O projektu
 FAQ
 Kontakt
4 gif
Pregledavanje radova
Jednostavno pretraživanje
Napredno pretraživanje
Skupni podaci
Upis novih radova
Upute
Ispravci prijavljenih radova
Ostale bibliografije
Slični projekti
 Bibliografske baze podataka

Pregled bibliografske jedinice broj: 574702

Časopis

Autori: Marković, Suzana; Raspor, Sanja
Naslov: Content analysis of hotel guest comment cards: A case study of Croatian hotel industry
( Content analysis of hotel guest comment cards: A case study of Croatian hotel industry )
Izvornik: Naše gospodarstvo (Our economy) (0547-3101) 56 (2010), 1-2; 65-74
Vrsta rada: pregledni rad
Ključne riječi: Customer satisfaction; service quality; measurement techniques; content analysis; hotel industry
( Customer satisfaction; service quality; measurement techniques; content analysis; hotel industry )
Sažetak:
If properly designed, administered, and analysed, the process of monitoring customer satisfaction and service quality can be beneficial to any hotel firm and make all the difference between offering a mediocre service and one of exceptionally high quality. The purpose of this study is to examine hotel guest comment cards (GCCs) and customer satisfaction management schemes in Opatija’s hotels. This study adopts the applied content analysis approach (Gilbert and Horsnell 1998), comparing and recording findings based on a set of best practice criteria.
Izvorni jezik: eng
Rad je indeksiran u
bazama podataka:
EconLit
Kategorija: Znanstveni
Znanstvena područja:
Ekonomija
URL cjelovitog teksta:
Google Scholar: Content analysis of hotel guest comment cards: A case study of Croatian hotel industry
Upisao u CROSBI: sraspor@veleri.hr (sraspor@veleri.hr), 21. Ožu. 2012. u 13:12 sati



Verzija za printanje   za tiskati


upomoc
foot_4