Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel Chains

Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel Chains

This paper considers the problem of satisfaction of business guests with hotel brands in North America. In analysis we used the guests responses (scores) given for 12 different elements of hotel product. In order to arrive at more accurate results, monitored hotel chains are grouped into price tiers...

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Bibliographic Details
Main Authors: Milan Bradić, Ljiljana Kosar, Bojana Kalenjuk
Format: Article
Language:English
Published: University of Novi Sad 2013-04-01
Series:Turizam
Subjects:
hospitality industry
hotel chains
business guests
customer satisfaction
service quality
Online Access:http://www.dgt.uns.ac.rs/turizam/arhiva/vol_1702_2.pdf
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spelling doaj-0ba8ef90453a4d5d85bf2dbb3934ba0c2021-08-02T23:41:48ZengUniversity of Novi SadTurizam1450-66611821-11272013-04-011726070Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel ChainsMilan Bradić0Ljiljana Kosar1Bojana Kalenjuk2University of Novi Sad, Faculty of Sciences, Department of geography, tourism and hotel management, Trg Dositeja Obradovića 3, 21000 Novi Sad, Serbia; Corresponding author: milanbradic@gmail.comUniversity of Novi Sad, Faculty of Sciences, Department of geography, tourism and hotel management, Trg Dositeja Obradovića 3, 21000 Novi Sad, SerbiaUniversity of Novi Sad, Faculty of Sciences, Department of geography, tourism and hotel management, Trg Dositeja Obradovića 3, 21000 Novi Sad, SerbiaThis paper considers the problem of satisfaction of business guests with hotel brands in North America. In analysis we used the guests responses (scores) given for 12 different elements of hotel product. In order to arrive at more accurate results, monitored hotel chains are grouped into price tiers. The aim of this paper is to indicate what facilities and services the North American business guests appreciate most. Industry trends and results may be beneficial to all hoteliers, especially in business tourism segment.http://www.dgt.uns.ac.rs/turizam/arhiva/vol_1702_2.pdfhospitality industryhotel chainsbusiness guestscustomer satisfactionservice quality
collection DOAJ
language English
format Article
sources DOAJ
author Milan Bradić
Ljiljana Kosar
Bojana Kalenjuk
spellingShingle Milan Bradić
Ljiljana Kosar
Bojana Kalenjuk
Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel Chains
Turizam
hospitality industry
hotel chains
business guests
customer satisfaction
service quality
author_facet Milan Bradić
Ljiljana Kosar
Bojana Kalenjuk
author_sort Milan Bradić
title Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel Chains
title_short Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel Chains
title_full Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel Chains
title_fullStr Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel Chains
title_full_unstemmed Business Guests Satisfaction in the Hotel Industry: A Case Study of North American Hotel Chains
title_sort business guests satisfaction in the hotel industry: a case study of north american hotel chains
publisher University of Novi Sad
series Turizam
issn 1450-6661
1821-1127
publishDate 2013-04-01
description This paper considers the problem of satisfaction of business guests with hotel brands in North America. In analysis we used the guests responses (scores) given for 12 different elements of hotel product. In order to arrive at more accurate results, monitored hotel chains are grouped into price tiers. The aim of this paper is to indicate what facilities and services the North American business guests appreciate most. Industry trends and results may be beneficial to all hoteliers, especially in business tourism segment.
topic hospitality industry
hotel chains
business guests
customer satisfaction
service quality
url http://www.dgt.uns.ac.rs/turizam/arhiva/vol_1702_2.pdf
work_keys_str_mv AT milanbradic businessguestssatisfactioninthehotelindustryacasestudyofnorthamericanhotelchains
AT ljiljanakosar businessguestssatisfactioninthehotelindustryacasestudyofnorthamericanhotelchains
AT bojanakalenjuk businessguestssatisfactioninthehotelindustryacasestudyofnorthamericanhotelchains
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