First Committee Member
Gail Sammons, Chair
Number of Pages
There are many customers and guests who depart a hotel or its dining and entertainment facilities with a "bad taste" in their mouths due to customer service situations that either went wrong completely, or simply did not meet those particular guests' expectations. This frequently results in the seeking by guests of better service experiences by going to the competition, which ultimately represents lost or foregone revenue. These are situations from which management could have actually benefited. It is merely a matter of construing them as opportunities to consummate long-term customer relationships. This misconception is often due to ignorance or oversight on the part of management regarding what customers' true perceptions of their service experience are, mostly resulting from inadequate customer service satisfaction measurement systems. The purpose of this paper is to develop a dining customer satisfaction measurement and response tool. This pro-paper will accomplish this objective through the compilation of information obtained through various forms of research into the area, including field interviews with hospitality managers and customers. It will report findings on current experimental and secondary data on the topic. It will then take a closer look at the flaws, oversights, and consequences of the continued acceptance of customer satisfaction auditing processes that merely meet (or even fall short of) the current hospitality industry standard.
Consumer satisfaction; Customer services; Hotel restaurants; Hotels
Food and Beverage Management | Hospitality Administration and Management
Distefano, Mike, "Developing a dining customer satisfaction measurement and response tool" (2007). UNLV Theses, Dissertations, Professional Papers, and Capstones. 601.