This paper discusses customer or guest satisfaction in the hospitality industry.
Written in 2005; 1,800 words; 10 sources; $ 71.95
Paper Summary:
This paper examines guest emotions with respect to service dissatisfaction. The author includes a general history and a taxonomy of customer dissatisfaction. The paper concludes with the suggests for future research investigative questions.
From the Paper:
"Service industries, be they retail, hospitality, or restaurant, are continually plagued with problems associated with employee stability, people management, customer service, and motivation. As the world becomes smaller through the onslaught of mega technology, those people who rely on the skills, attitudes, and behaviors of employees associated with the hospitality industry are in a constant search for solutions to performance problems. Whenever one deals with the human element, as well as a shifting economy, creative and substantive solutions are generally required. No other area is more important to the hospitality industry than the emotional capital required in situations between service worker and guest and guest and hospitality service worker."
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