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ARTICLES

General Manager Perceptions of Guest Satisfaction Measurement Systems in the Hotel Industry

Pages 61-72 | Accepted 21 Jul 2003, Published online: 08 Sep 2008

References

  • Barsky , J. 1992 . A customer-survey tool: Using the “quality sample.” . The Cornell Hotel and Restaurant Quarterly , 33 : 19 – 25 .
  • Bateson , J. and Hoffman , K. 1999 . Managing Services Marketing , Fort Worth, TX : Dryden Press .
  • Heskett , J. , Jones , T. , Loveman , G. , Sasser , E. Jr. and Schlesinger , L. 1994 . Putting the Service Profit Chain to Work . Harvard Business Review , : 164 – 174 .
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  • Peters , R. and Wilson , W. 1992 . Measuring customer satisfaction: Fact or artefact? . Journal of the Academy of Marketing Science , 20 ( 1 ) : 61 – 69 .
  • Savage , M. 1999 . Keeping the client satisfied . Research , : 27 – 29 .
  • Wilson , A. 2002 . Attitudes towards customer satisfaction measurement in the retail sector . International Journal of Market Research , 44 ( 2 ) : 213 – 222 .

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