Rational Expectations is an Aspect of Domestic - can ask?
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In: Thirumaran, K. Service Excellence in Tourism and Hospitality: insights from Asia.
Springer, Cham, pp. Successful management of customer expectations is an extremely important factor in achieving customer satisfaction. A hospitable culture and user-friendly technology are required to meet customers' expectations.
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While technology can have a major impact on customer satisfaction, the various cultural backgrounds of guests also have a significant influence. Three major cultural factors, namely brand identity domestic vs.
The research study used a qualitative design to analyze the data, collected from field observations at two hotels: a Singapore hotel and another in Malaysia. Reviews were also collected from hotel booking websites, in order to understand how the hotels satisfy guest expectations.
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All rights reserved. Book Chapter Research - B1. Customer expectations; Customer delight; Cultural backgrounds; Hospitality industry; Technology. More Statistics.]
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