The hotel guest questionnaire: an assessment of its role as a service encounter interface

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.

Grantor dc:publisher

Edith Cowan University, Research Online, Perth, Western Australia

Year dc:date

2008

Author dc:creator

• Ogle, Alfred W.

• Hotels
• Public relations
• Questionnaires
• Design.
• Hospitality Administration and Management

Repository record dc:identifier

https://ro.ecu.edu.au/theses/208

OAI identifier oai:identifier

oai:ro.ecu.edu.au:theses-1208