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Why Ask The Guests? : An Examination Of Mechanisms And Efficacy Of Guest Feedback Used In Hotels In Perth, Selly Sugio
Why Ask The Guests? : An Examination Of Mechanisms And Efficacy Of Guest Feedback Used In Hotels In Perth, Selly Sugio
Theses : Honours
This study has explored the importance of feedback mechanisms in the hospitality industry. A mixed methodology was adopted so that the main or major issues could be identified and the respondents' feelings and emotions examined and discovered. In-depth interviews were conducted to discover and explore hotel managers' feeling, emotions, thoughts and understanding of feedback mechanism in the hotel. A questionnaire was developed to investigate the hotel front office or room division staff perspective on feedback mechanisms in the hotel. The rich data is very important because it gives the study more significance and detail. This research found that using feedback …