Literature review on customer satisfaction in hotel industry

Customer satisfaction in tourism, hotel and accommodation sector improves

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Chapter 02- Literature Review- Customer satisfaction in call center

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Customer Satisfaction Case Study of Hotel

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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.


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.