Title

The hotel guest questionnaire : an assessment of its role as a service encounter interface

Date of Award

1-1-2008

Degree Type

Thesis

Degree Name

Doctor of Philosophy

School

School of Management

Faculty

Faculty of Business and Law

Abstract

This exploratory study on hotel stakeholder behaviour uses a 'service innovation' approach to investigate how the hotel guest questionnaire can function in a way not previously considered in the hospitality management literature. viz as a remote service encounter interface between the hotel management and guest. The paper-based guest questionnaire. also commonly known as comment card. is an old hotel tradition that is the most widely used method or guest feedback elicitation by hotels. Primarily a method of measuring guest satisfaction. studies show that its inherent limitations as a survey Instrument result in inaccurate and ungeneralisable data. The trend for e-based questionnaires as a complement to or even a replacement of. The paper questionnaire provides timely impetus for re-evaluation of its role in contemporary hotel management.

http://library.ecu.edu.au/record=b1735612

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