The paper-based guest questionnaire, also commonly known as "comment card", is an old hotel tradition that is the mainstay of guest feedback elicitation. Primarily used to measure satisfaction, the questionnaire is a faulty survey instrument that can yield inaccurate and unreliable data. The trend for e-questionnaires adoption necessitates re- evaluation of the role of the paper questionnaire in contemporary hotel management. Using a 'service innovation' approach, questionnaire functionality is explored in a way not ...
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The paper-based guest questionnaire, also commonly known as "comment card", is an old hotel tradition that is the mainstay of guest feedback elicitation. Primarily used to measure satisfaction, the questionnaire is a faulty survey instrument that can yield inaccurate and unreliable data. The trend for e-questionnaires adoption necessitates re- evaluation of the role of the paper questionnaire in contemporary hotel management. Using a 'service innovation' approach, questionnaire functionality is explored in a way not previously considered in the hospitality management literature, namely as a vehicle and catalyst for enhanced customer satisfaction via remote service encounters. The questionnaire is appraised in terms of the antecedents and consequences of its usage. This innovative research on the main hotel business stakeholders in Asia Pacific uses both qualitative and quantitative methods such as content analysis, focus groups and in-depth interviews. This book has practical applicability and implication for customer communication in the hotel industry and the wider services industry, and extends the discourse on service encounters.
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Add this copy of The Guest Questionnaire to cart. $73.29, new condition, Sold by Ingram Customer Returns Center rated 5.0 out of 5 stars, ships from NV, USA, published 2009 by VDM Verlag.
Add this copy of The Guest Questionnaire Tired Hotel Industry Legacy Or to cart. $100.76, new condition, Sold by Paperbackshop rated 4.0 out of 5 stars, ships from Bensenville, IL, UNITED STATES, published 2009 by VDM Verlag.
Add this copy of The Guest Questionnaire to cart. $106.75, new condition, Sold by Ria Christie Books rated 5.0 out of 5 stars, ships from Uxbridge, MIDDLESEX, UNITED KINGDOM, published 2009 by VDM Verlag.
Add this copy of The Guest Questionnaire: Tired Hotel Industry Legacy Or to cart. $127.42, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Newport Coast, CA, UNITED STATES, published 2009 by VDM Verlag Dr. Müller.
