Date of Award
1-1-2008
Document Type
Thesis
Publisher
Edith Cowan University
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.
Recommended Citation
Ogle, A. W. (2008). The hotel guest questionnaire: an assessment of its role as a service encounter interface. Edith Cowan University. Retrieved from https://ro.ecu.edu.au/theses/208