Bookcover of Service quality and Russian customer' satisfaction
Booktitle:

Service quality and Russian customer' satisfaction

Customer satisfaction in hospitality industry

VDM Verlag Dr. Müller (2011-05-20 )

Books loader

Omni badge eligible for voucher
ISBN-13:

978-3-639-35636-6

ISBN-10:
3639356365
EAN:
9783639356366
Book language:
English
Blurb/Shorttext:
This book is based on the research about service quality and Russian customers' satisfaction at Restel hotel's chain which is a partner of the study. The research is based on quantitative approach, but it also includes study based on qualitative approach. Three hundred questionnaire forms were delivered to the customers at the check-in time and returned by hotel guests to the hotel's reception at check-out time. For better understanding of customers' motivations and desires face-to-face interviewing was held. The theoretical part of the book consisted of related literature reviewing; hospitality industry related articles as well as information from Finnish Tourism Board, World Tourism Organization and Russian Tourism Board, and the analysing of Internet sources providing information and customers' feedbacks of the hotels mentioned above. The research was carried out in order to understand Russian customers' perceptions and level of satisfaction. The results will help hotels management in improving service quality and fulfilling better customers' expectations. The study is considering all the services provided in the hotels, including restaurant services.
Publishing house:
VDM Verlag Dr. Müller
Website:
http://www.vdm-verlag.de
By (author) :
Ekaterina Makeeva
Number of pages:
60
Published on:
2011-05-20
Stock:
Available
Category:
Social structural research
Price:
49.00 €
Keywords:
service quality, customer satisfaction, Russian tourists'' profile, hotel business

Books loader

Newsletter

Adyen::diners Adyen::jcb Adyen::discover Adyen::amex Adyen::mc Adyen::visa Adyen::cup Adyen::unionpay Adyen::paypal Paypal CryptoWallet Wire Transfer

  0 products in the shopping cart
Edit cart
Loading frontend
LOADING