Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel Chains

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Milan Bradić; Ljiljana Kosar; Bojana Kalenjuk;
(2013)
  • Publisher: University of Novi Sad, Department of Geography, Tourism and Hotel Management
  • Journal: Turizam (issn: 1450-6661, eissn: 1821-1127)
  • Publisher copyright policies & self-archiving
  • Subject: service quality | customer satisfaction | hospitality industry | hotel chains | business guests | TX1-1110 | Home economics
    acm: GeneralLiterature_INTRODUCTORYANDSURVEY | InformationSystems_GENERAL | GeneralLiterature_MISCELLANEOUS | ComputingMilieux_MISCELLANEOUS

This paper considers the problem of satisfaction of business guests with hotel brands in North America. In analysis we used the guests responses (scores) given for 12 different elements of hotel product. In order to arrive at more accurate results, monitored hotel chain... View more
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