search query: @indexterm Hotel and catering industry / total: 391
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| Author: | Barsky, J. Nash, L. |
| Title: | Customer satisfaction: applying concepts to industry-wide measures |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2003 : VOL. 44: 5-6, p. 173-183 |
| Index terms: | Customers Loyalty Hotel and catering industry USA |
| Language: | eng |
| Abstract: | Customer satisfaction is a key factor to companys success. This article focuses on customer satisfaction presenting the results of a national survey of hotel performance based on guest evaluations. An overview of customer-satisfaction trends, recent insights regarding the emotions that affect guest experience, and an overview of a customer-segmentation model of the U.S. hotel industry are provided. |
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