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Full-Text Articles in Business
The Hotel Manager’S Perceived Conflict Of Providing For Hospitality And Security: Can The Two Exist In Harmony?, Silvano Cozzini
The Hotel Manager’S Perceived Conflict Of Providing For Hospitality And Security: Can The Two Exist In Harmony?, Silvano Cozzini
UNLV Theses, Dissertations, Professional Papers, and Capstones
The hospitality industry relies upon regular and repeat customers for its survival. No traveler or visitor will return to a hotel property where a bad incident occurred. Would a diner go back to any restaurant where they were sickened by their meal? Would a hotel guest return to any property where they were a victim of a crime? Bad experiences make us tell ourselves, “I will never go back there again!”
This same psychology holds true for criminals. At places where they have been deterred by a high security presence, it is unlikely that they would return there, either. A …
Cultural Impact On Customer Satisfaction And Service Quality Evaluation In Hotels, Yeji Seo
Cultural Impact On Customer Satisfaction And Service Quality Evaluation In Hotels, Yeji Seo
UNLV Theses, Dissertations, Professional Papers, and Capstones
Purpose: The purpose of this paper is to identify how the cultural differences impact customer satisfaction and service quality evaluation in U.S. hotels.
Statement of Objective: The objective of this paper is threefold. The first objective is to define customer satisfaction and what customer satisfaction means to people from different cultural backgrounds. The second objective is to evaluate past research on satisfaction and to develop a taxonomy based on the existing literature to introduce how to measure customers’ satisfaction effectively in accordance with each culture. The third objective is to recommend what should be done by the hotel professionals in …