商品簡介
Williams (hotel management, Kansas State University) and Uysal (hospitality and tourism management, Virginia Polytechnic Institute and State University) collect work on the relationship between the customer and the service provider at all levels of the hospitality and tourism industry and on strategies for maximizing consumer contentment. A number of customer satisfaction models are identified and described. This book has been co-published simultaneously as Journal of Quality Assurance in Hospitality & Tourism, vol. 4, nos. 3/4, 2003. Annotation c2004 Book News, Inc., Portland, OR (booknews.com)
