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The Quality of Guest Comment Cards

kaiwu 添加于 2010-10-29 10:18 | 1392 次阅读 | 0 个评论

作者
Bartkus KR, Howell RD, Barlow Hills S, Blackham J
摘要
This study examines the quality of guest comment cards used by major U.S. lodging chains. To accomplish this objective, guidelines for comment card design were developed through a review of the relevant literature. The guidelines focus on eight issues: (1) return methods, (2) introductory statements, (3) contact information, (4) number of questions, (5) space for open comments, (6) number of response categories for closed-ended questions, (7) balanced versus unbalanced response categories for closed-ended questions, and (8) question wording. Using a sample of 63 lodging chains, the most common deviations from guidelines include a lack of secure return methods, the use of positively biased response categories, and insufficient writing space for open comments. To improve the quality of comment card feedback, these and other limitations should be corrected. Managerial implications and directions for future research are included.
详细资料
- 文献种类: Journal Article
- 期刊名称: Journal of Travel Research
- 期卷页: 2009年第48卷第2期 162-176页
- 日期: 2009
学科领域人文社科 » 旅游学
标签

Jounral_of_travel_research
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