Literature review on customer satisfaction in hotel industry

Customer satisfaction in tourism, hotel and accommodation sector improves

Poggi, Ambra, You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ris:jspord See general information about how to correct material in RePEc.


  • Additional information.
  • digitize thesis agreement.
  • Citation Tools.

For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Silvia Fernandes. If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item.

Chapter 02- Literature Review- Customer satisfaction in call center

It also allows you to accept potential citations to this item that we are uncertain about. Article Metrics Views. Article metrics information Disclaimer for citing articles.

Login options Log in. Username Password Forgot password? Shibboleth OpenAthens. Restore content access Restore content access for purchases made as guest.

Customer Satisfaction Case Study of Hotel

Article Purchase - Online Checkout. Issue Purchase - Online Checkout.


  • Tourist Satisfaction with Hotel Services in Cape Coast and Elmina, Ghana.
  • Job Satisfaction In Hotel Employees: A Systematic Review Of The Literature!
  • Influence of Facilities on Customer Patronage among Selected Hotels in Southwest, Nigeria.
  • us government and politics essay!

People also read Article. Muslim Amin et al. Services Marketing Quarterly Volume 34, - Issue 2. In a systematic review of the previous literature on hotel employees, it was found that the most studied variable was job satisfaction; there were no other systematic reviews on the topic.

Description:

These studies indicated that satisfaction is crucial to the financial performance and prosperity of hotels and acts a mediator in customer satisfaction. Contributing to greater satisfaction are factors such as greater autonomy and independence, greater power of decision making, flexible schedules, better working conditions, and training.

The factors that promote dissatisfaction are wages and reduced benefits. The studies also indicated that a higher level of job satisfaction can have a direct impact on increasing the financial performance of the hotel.

Customer Satisfaction Case Study of Hotel

The implications of this study for hoteliers and directors relates to the creation of adequate working conditions to increase job satisfaction and provide hotel employees with a greater sense of subjective well-being. Handle: RePEc:ris:jspord as. Corrections All material on this site has been provided by the respective publishers and authors.