Content analysis of hotel guest comment cards: A case study of Croatian hotel industry (CROSBI ID 182875)
Prilog u časopisu | pregledni rad (znanstveni) | međunarodna recenzija
Podaci o odgovornosti
Marković, Suzana ; Raspor, Sanja
engleski
Content analysis of hotel guest comment cards: A case study of Croatian hotel industry
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.
Customer satisfaction ; service quality ; measurement techniques ; content analysis ; hotel industry
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