General manager perceptions of guest satisfaction measurement systems in the hotel industry

Research output: Contribution to journalArticle

Abstract

This research examined 151 hotel general managers' perceptions of four different guest satisfaction measurement systems in the hotel industry. The results found that general managers had questionable confidence in the output from any of the systems investigated. The general managers felt that all systems present sample size, representative sample and manipulation problems. The general managers had the greatest confidence in third-party mail-out satisfaction systems and preferred these systems in a rank-order response.

Original languageEnglish (US)
Pages (from-to)61-72
Number of pages12
JournalJournal of Quality Assurance in Hospitality and Tourism
Volume5
Issue number1
DOIs
StatePublished - Jan 25 2005

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management

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