search query: @indexterm Hotel and catering industry / total: 391
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| Author: | Chan, J. K. L. Baum, T. |
| Title: | Researching consumer satisfaction: An extension of Herzberg's motivator and hygiene factor theory |
| Journal: | Journal of Travel & Tourism Marketing
2007 : VOL. 23:1, p. 71-84 |
| Index terms: | consumer satisfaction hotel and catering industry service quality tourism |
| Language: | eng |
| Abstract: | This article shows how guest satisfaction can be analyzed as a two-dimensional measurement by using and expanding the Herzberg's Motivator and Hygiene Factor Theory and studying empirically 29 guests staying at ecolodges in Malaysia. The findings suggest that the satisfiers are related to personal experiential aspects, and the dissatisfiers are related to the performance and availability of material aspects. |
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