An assessment of key hotel guest contact personnel in handling guest complaints

Journal of Quality Assurance in Hospitality and Tourism

Volumn 1, Issue 4, 2000, Pages 21-43

  Tantawy, Alaa ^a   Losekoot, Erwin ^b  

^a HELWAN UNIVERSITY   (Egypt)

^b UNIVERSITY OF STRATHCLYDE   (United Kingdom)

Author keywords

Complaints; Customer retention; Guest satisfaction; Handling complaints; Service quality; Service recovery

Indexed keywords

EID: 67649168499     PISSN: 1528008X     EISSN: 15280098     Source Type: Journal    
DOI: 10.1300/J162v01n04_02     Document Type: Article

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