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Informationen zum Autor Uysal, Muzaffer; Williams, John A Zusammenfassung Experts from the field explore customer satisfaction strategies, examining both the long term and short-term results. Includes various methods for managers to anticipate consumer needs and perceptions, reducing dissatisfaction. Inhaltsverzeichnis Introduction (John A. Williams and Muzaffer Uysal) ARTICLES Social Interaction Linkages in the Service Satisfaction Model (Francis P. Noe and Muzaffer Uysal) Identifying the Dimensions of the Experience Construct: Development of the Model (Bonnie J. Knutson and Jeffrey A. Beck) Limitations of Cross-Cultural Customer Satisfaction Research and Recommending Alternative Methods (Metin Kozak, Enrique Bigné, and Luisa Andreu) Which Comparison Standard Should Be Used for Service Quality and Customer Satisfaction? (Yuksel Ekinci) Just Trying to Keep the Customer Satisfied: A Comparison of Models Used in the Measurement of Tourist Satisfaction (Paul Fallon and Peter Schofield) Guest Satisfaction in the U.S. Lodging Industry Using the ACSI Model as a Service Quality Scoreboard (Bonnie J. Knutson, Arjun J. Singh, Hung-Hsu Yen, and Barbara Everitt Bryant) An Investigation into the Perceived Importance of Service and Facility Attributes to Hotel Satisfaction (Tekle Shanka and Ruth Taylor) Categories of Participants Based on Their Expectations of Instructor-Led Training (Candice E. Clemenz, Pamela A. Weaver, Jiho Han, and Ken W. McCleary) The Relationship Between Destination Performance, Overall Satisfaction, and Behavioral Intention for Distinct Segments (Seyhmus Baloglu, Aykut Pekcan, Shiang-Lih Chen, and Joceline Santos) The Effect of Length of Stay on Travelers’ Perceived Satisfaction with Service Quality (Janet D. Neal) Satisfaction with Cultural/Heritage Sites: Virginia Historic Triangle (Jin Huh and Muzaffer Uysal) Index Reference Notes Included ...
