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Measuring Guest Satisfaction and Competitive Position in the Hospitality and Tourism Industry

kaiwu 添加于 2010-10-29 10:18 | 1345 次阅读 | 0 个评论

作者
Crotts JC, Mason PR, Davis B
摘要
The measurement of guest satisfaction and delight is the focus of this article. An application of a quantitative methodology known as stance-shift analysis is proposed and demonstrated on data composed of Internet blog narratives. The authors argue that the method provides both an efficient and effective means to determine a firm’s competitive position in producing satisfied guests who will not only come back but also recommend the firm to others. Specifically, the method produces relatively detailed evaluations to determine the following: How satisfied are my guests? What are they telling others about their experiences? How is my property performing in creating satisfying guest experiences when compared with the competition? What are my property’s strengths and weaknesses in its competitive environment?
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 139-151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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