Faculty & Research
Customer-Satisfaction Measurement: Performance Counts
| View subscription information. |
Vol 39 No 6
By: Atila Yuksel and Mike Rimmington
Executive Summary: Determining customer satisfaction is fundamental to effective delivery of services. Successfully being able to judge customers' satisfaction levels and to apply that knowledge potentially gives a hospitality manager an advantage over competitors via such benefits as product differentiation, increased customer retention, and positive word-of-mouth communication.' Given the vital role of customer satisfaction, one should not be surprised that a great deal of research has been devoted to investigating the process by which customers form judgments about a service experience. As a result, noticeable progress has been achieved in the application of customer satisfaction information within service industries, despite the fact that perhaps no other area has generated as many theoretical and methodological difficulties.
Your Comments Please
If this Cornell Hotel and Restaurant Administration Quarterly Article made a positive impact on your management approach or business operations, we welcome your commentary. We would like to post your comments on our website. Submit your comments to mlp1@sha.cornell.edu.
To view the whole article, please click on the link below.
- Customer-Satisfaction Measurement: Performance Counts By: Atila Yuksel and Mike Rimmington
| If you have trouble downloading a report, and are able to install software on your computer, try upgrading to the latest version of Adobe Acrobat Reader to see if that allows you to read it. |