Customer satisfaction and its measurement in hospitality enterprises: a revisit and update
Purpose This paper aims to review and discuss customer satisfaction and its application to
the hospitality and tourism industries. This paper defines the concept and analyzes its …
the hospitality and tourism industries. This paper defines the concept and analyzes its …
A systematic review of consumer satisfaction studies in hospitality journals: Conceptual development, research approaches and future prospects
This review paper has the aim of systematically analysing studies published in five
hospitality journals over the period 2000 to 2016. The review was organized around four …
hospitality journals over the period 2000 to 2016. The review was organized around four …
Service quality and customer satisfaction: The moderating effects of hotel star rating
This research contributes to customer satisfaction knowledge with regard to accommodation
in South Africa whose star grading differs. A multi-group analysis and an importance …
in South Africa whose star grading differs. A multi-group analysis and an importance …
Work engagement, job satisfaction, and turnover intentions: A comparison between supervisors and line-level employees
Purpose This study aims to investigate the influence of employee positions (supervisor vs
line-level employee) on work-related variables (eg work engagement, job satisfaction and …
line-level employee) on work-related variables (eg work engagement, job satisfaction and …
Job satisfaction and work engagement: A study using private sector bank managers
The Problem In today's dynamic environment, organizations face difficulties in retaining their
talented employees. Although there are several studies that link job satisfaction with work …
talented employees. Although there are several studies that link job satisfaction with work …
Linking transaction-specific satisfaction and customer loyalty–the case of casino resorts
This study investigates the relationship between customer satisfaction, delight, place
attachment, and loyalty in a casino context. Customer satisfaction in this study refers to …
attachment, and loyalty in a casino context. Customer satisfaction in this study refers to …
Loyalty intentions and selected relationship quality constructs: The mediating effect of customer engagement
DJ Petzer, E Van Tonder - International Journal of Quality & Reliability …, 2019 - emerald.com
Purpose The purpose of this paper is to assess the mediating effect of customer
engagement on the relationships between selected relationship quality and value …
engagement on the relationships between selected relationship quality and value …
Stakeholder salience in public sector value co-creation
This paper examines key determinants of stakeholder salience and how this impacts value
co-creation at different stages and levels of a service context within a consortium of UK non …
co-creation at different stages and levels of a service context within a consortium of UK non …
The role of trip purpose and hotel star rating on guests' satisfaction and WOM
Purpose This paper aims to understand how guests' trip purpose and hotel star rating
influence the effects of the value for money perceived at hotels and service quality on guest …
influence the effects of the value for money perceived at hotels and service quality on guest …
[HTML][HTML] Perceived importance of and satisfaction with marina attributes in sailing tourism experiences: A kano model approach
The goal of this research was to analyse the factors that are important to sailing tourists in
assuring satisfying marina destination experiences. The analysis applied Kano's model to …
assuring satisfying marina destination experiences. The analysis applied Kano's model to …