For managers and educators, a guide to measuring and improving customer satisfaction in a hypercompetitive market. The three editors and 16 contributors are aca... » 

For managers and educators, a guide to measuring and improving customer satisfaction in a hypercompetitive market. The three editors and 16 contributors are academics in hotel, restaurant, and tourism management, business management, and human resource management in the UK, US, Australia, and New Zealand. The work is an effort to provide a holistic «