Guest satisfaction in the u.s. Lodging industry using the acsi model as a service quality scoreboard

Journal of Quality Assurance in Hospitality and Tourism

Volumn 4, Issue 3-4, 2004, Pages 97-118

  Knutson, Bonnie J ^a   Singh, Arjun J ^a   Yen, Hung Hsu ^a   Bryant, Barbara Everitt ^b  

^a MICHIGAN STATE UNIVERSITY   (United States)

^b UNIVERSITY OF MICHIGAN   (United States)

Author keywords

American customer satisfaction index; Customer satisfaction; Guest satisfaction; Hotels; Lodging; Satisfaction model

Indexed keywords

EID: 84986142104     PISSN: 1528008X     EISSN: 15280098     Source Type: Journal    
DOI: 10.1300/J162v04n03_07     Document Type: Article

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