Abstract
A continuous flow of guest feedback is essential for improving the quality of service provided by hospitality firms. Research and writing dealing with different sources and uses of guest feedback is reviewed along with alternative methods of processing feedback and ways of integrating it with other management systems. The paper concludes with a description of the approach to managing guest feedback used by Stouffer Hotels and Resorts.
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© 2015 Academy of Marketing Science
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Davis, T.R.V., Horney, N. (2015). Guest Feedback and Complaint Handling in the Hospitality Industry. In: Thomas, E., Rao, S. (eds) Proceedings of the 1988 International Conference of Services Marketing. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-17317-7_22
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DOI: https://doi.org/10.1007/978-3-319-17317-7_22
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-17316-0
Online ISBN: 978-3-319-17317-7
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