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Hospitality Administration and Management
Consumer satisfaction; Customer services — Quality control; Success in business
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Full-Text Articles in Business
Use Of Call Monitoring To Enhance Hotel Service Quality, Jae-Yoon Rim
Use Of Call Monitoring To Enhance Hotel Service Quality, Jae-Yoon Rim
UNLV Theses, Dissertations, Professional Papers, and Capstones
Call monitoring has been employed by both the manufacturing and service industries for the purpose of improving their service quality (Dilauro & Lubowsky, 1998; Fleischer, 2003; Fleischer & O’Herron, 2004; Miciak & Desmarais, 2001; Spencer, 2005). The ultimate goal behind the efforts to improve service quality is to enhance the firm’s business practices by increasing customer satisfaction (Fleischer, 2003; Fleischer & O’Herron, 2004; Miciak & Desmarais, 2001). A positive relationship between customer satisfaction and business performance has been supported by many researchers (Bitner & Zeithaml, 2003; Bou-Llusar, Camison-Zornoza, & Escrig-Tena, 2001; Dubrovski, 2001; Row & Barnes, 1998). Those researchers similarly …