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Customer satisfaction is central to customer loyalty,
repeat patronage and positive word-of-mouth
recommendations in the foodservice, lodging and
tourism sectors of the hospitality industry.
Its increasing importance has attracted a proliferation of debate, reviews, discussions and research.
These have made a substantial contribution to the understanding of customer satisfaction construct and theories.
In spite of this, customer satisfaction still remains an elusive, indistinct and ambiguous paradigm - there is still no consensus on how best to conceptualise and measure it.
Focusing on young adults and casual dining restaurants, this book provides a comprehensive and academic framework, theories, nature and importance of customer satisfaction and dissatisfaction in the hospitality industry.
This book is therefore an invaluable resource for students, customers and practitioners who may wish to broad their understanding of customer satisfaction/dissatisfaction and grasp emerging issues and contemporary debates in the hospitality industry.
William Kasapila studied Consumer Science at the University of
Pretoria and holds a Master’s degree.
He works as an academician in the University of Malawi.
His research focuses on areas of customer service, service environment and customer behaviour in foodservice, lodging and tourism sectors of the Hospitality Industry.
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