An empirical assessment of customer satisfaction in tourism

Article Abstract:

Tourism is a business in which success in measured in terms of the customers' perception of service. However, there has been no attempt to measure customer satisfaction in tourism. Herein, an analysis of the responses of students to attribute-base quality factors including eating-out, hotel accommodation, renting a car and going on a sightseeing tour during tourist encounters revealed that ethnicity influences the perception of service quality. For example, Europeans consider cleanliness as the most important factor in selecting eating places while for Asians this is not important.

Customer Relations, Analysis, Measurement, Consumer behavior, Customer satisfaction

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UK hospitality managers past and present

Article Abstract:

A study focusing on the perceptions of managers in the UK hospitality sector in connection with changes that have happened to the manager's role since 1982 is presented. The result revealed that there is change from the operational to a business concentration and a greying of the boundaries between hospitality and other service sectors. In order to aid in discovering the dynamics of these changes, the study employs a content analysis of the transcripts of several focus groups.

Management Skills, Management, Hospitality industry, Hotels and motels, Caterers and catering, Catering, Career development, Management techniques

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A method for the assessment of relative brand strength: a UK tour operator example

Article Abstract:

The brand strength of UK tour operators is analyzed.

United Kingdom, Marketing procedures, Science & research, Research, Industry Overview, Company marketing practices, Tour operators, Brand image

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