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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 …