Hospitality and Customer Satisfaction

Gone are the days when customers were happy just receiving “please” and “thank you” or getting service with a smile. Although those go into the recipe for proper etiquette, it’s just not enough. Satisfied customers are looking for a memorable experience and dynamic service where it counts. Customer satisfaction is the internal feelings of every individual which may be satisfaction or dissatisfaction resulting from the assessment of services provided to an individual in context to customer's anticipation by an organization. Hotels are continuously trying to improve the service. Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. 

Print ISBN:9781682506578 | $ 150 | 2020 | Hardcover

Contributors: Dr. Chong R Li