A factor-analytic study of communication satisfaction in the lodging industry

Daniel J. Mount, Ki Joon Back

Research output: Contribution to journalArticlepeer-review

27 Scopus citations

Abstract

Communication, job satisfaction, and customer satisfaction have been popular topics in hospitality and business research. The most widely used business communication satisfaction questionnaire, the Communication Satisfaction Questionnaire (CSQ), has not been used in the hospitality industry. This article presents a factor-analytic study of the CSQ in a lodging setting. After the factor analysis, the article will then discuss the findings of communication satisfaction as they compare to findings in other business-related studies.

Original languageEnglish (US)
Pages (from-to)401-418
Number of pages18
JournalJournal of Hospitality and Tourism Research
Volume23
Issue number4
DOIs
StatePublished - Dec 1 1999

All Science Journal Classification (ASJC) codes

  • Education
  • Tourism, Leisure and Hospitality Management

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