Guest satisfaction in the U.S. lodging industry using the ACSI model as a service quality scoreboard / Bonnie J. Knutson...[et al.].

KST: 4221-5; KST: 216-2; KST: 1051
* zadovoljstvo * kvaliteta u turizmu * Sjeverna Amerika
* znanstveni članak
* customer satisfaction * guest satisfaction * hotels * lodging * American Customer Satisfaction Index * satisfaction model

* satisfaction * quality in tourism * North America

1. Knutson, Bonnie J.
2. Singh, Arjun J.
3. Yen, Hung-Hsu
4. Bryant, Barbara Everitt


U: Journal of quality assurance in hospitality & tourism. Vol. 4 (2003), No. 3-4. - 97-118.

---