{"id":{"repo_id":"edithcowan","oai_identifier":"oai:ro.ecu.edu.au:theses-1208"},"canonical_url":"https://search.dev.ndltd.org/etd/edithcowan/oai:ro.ecu.edu.au:theses-1208","repository":{"repo_id":"edithcowan","name":"Edith Cowan University","base_url":"https://ro.ecu.edu.au/do/oai/"},"display":{"title":"The hotel guest questionnaire: an assessment of its role as a service encounter interface","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.","abstract_html":"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.","abstract_has_math":false,"creators":["Ogle, Alfred W."],"institution":"Edith Cowan University, Research Online, Perth, Western Australia","degree_name":null,"degree_level":null,"degree_discipline":null,"degree_department":null,"school":null,"contributors":[],"advisors":[],"committee_chairs":[],"committee_members":[],"year":2008,"date_issued":"2008-01-01T08:00:00Z","date_published":"2008-01-01T08:00:00Z","updated_at":"2026-07-27T19:22:03Z","subjects":["Hotels","Public relations","Questionnaires","Design.","Hospitality Administration and Management"],"languages":[],"rights":[],"rights_urls":[],"identifier_entries":[]},"links":{"outbound_url":"https://ro.ecu.edu.au/theses/208","outbound_label":"Repository record","outbound_source":"dc:identifier"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:creator","label":"Author","values":["Ogle, Alfred W."]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:date","label":"Dc Date","values":["2008-01-01T08:00:00Z"]},{"key":"dc:publisher","label":"Institution","values":["Edith Cowan University, Research Online, Perth, Western Australia"]},{"key":"dc:type","label":"Dc Type","values":["thesis"]}]},{"id":"subjects_keywords","label":"Subjects and Keywords","entries":[{"key":"dc:subject","label":"Dc Subject","values":["Hotels","Public relations","Questionnaires","Design.","Hospitality Administration and Management"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier","label":"Identifier","values":["https://ro.ecu.edu.au/theses/208","https://ro.ecu.edu.au/context/theses/article/1208/viewcontent/Ogle_Alfred.pdf"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description","label":"Description","values":["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. 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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. 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