Matzler, Kurt
      Guest satisfaction barometer and benchmarking: expiriences from Austria / Kurt Matzler, Harald Pechlaner. - 2001.

KST: 216-2; KST: 4221-5; KST: 1025AT
* zadovoljstvo * kvaliteta u turizmu * Austrija
* znanstveni članak

* satisfaction * quality in tourism * Austria
* benchmarking * customer satisfaction barometer * loyalty * complaining behavior * importance-performance-analysis * customer value analysis

1. Pechlaner, Harald


U: Journal of quality assurance in hospitality & tourism. Vol. 2 (2001), No. 3-4. - 25-47.

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