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GUEST SATISFACTION MANAGEMENT IN THE CATERING INDUSTRY
UPRAVLJANJE ZADOVOLJSTVOM GOSTIJU U UGOSTITELJSTVU
2017
Tourism and hospitality management
UPRAVLJANJE ZADOVOLJSTVOM GOSTIJU U UGOSTITELJSTVU
The demands of guests in tourism and the catering industry, and the satisfaction of guests with services received have become the dominant competitive weapon throughout the entire developed world of tourism. The individual guest of today is in a position to harm the reputation of the caterer and innkeeper by spreading word of the faults in the services rendered and consumed. Complaints addressed to the caterer can often bring attention to the need of improving not only the integral process of
doi:10.20867/thm.8.1-2.9
fatcat:njae7jliqzc4jcl62n6r5tsqca