Current issues and development in hospitality and tourism satisfaction / John A. Williams editors. - Binghamton, NY : Haworth Hospitality Press, 2003. - 205 p. : ill. ; 23 cm.

"Co-published simultaneously as Journal of Quality Assurance in Hospitality & Tourism, Volume 4, Numbers 3/4 2003."

Introduction.- Articles: Social interaction linkages in the service satisfaction model.- Identifying the dimensions of the experience construct: Development of the model.- Limitations of Cross-Cultural customer satisfaction research and recommending alternative methods.- Which comparison standard should be used for service quality and customer satisfaction?.- " Just Trying to keep the customer satisfied": A comparison of models used in the measurement of tourist satisfaction.- Guest satisfaction in the U.S Lodging Industry using the ACSI model as a service quality scoreboard.- An Investigation into the perceived importance of service and facility arrtibutes to hotel satisfaction.- Categories of participants based on their expectations of instructor-led training.- The relationship between destination Performance, overall satisfaction and behavioral intention for distinct segments.- The effect of length of stay on travelers perceived satisfaction with service quality.- Satisfaction with cultural / heritage sites: Virginia Historic Triangle.- Index.

0789024349 (pbk.) 9780789024343 (pbk.) 0789024330 (alk. paper)

Hospitality industry.
Hospitality industry--Management.

647.94 / CUR