From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry

International Journal of Contemporary Hospitality Management

Volumn 25, Issue 5, 2013, Pages 642-659

  Torres, Edwin N ^a   Kline, Sheryl ^b  

^a UNIVERSITY OF CENTRAL FLORIDA   (United States)

^b UNIVERSITY OF DELAWARE   (United States)

Author keywords

Content analysis; Customer delight; Customer satisfaction; Hospitality management; Hotel operations; Hotels

Indexed keywords

EID: 84879909426     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/IJCHM-Dec-2011-0228     Document Type: Article

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