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  • Content analysis of hotel guest comment cards : a case study of Croatian hotel industry = Analiza vsebine hotelskih vprašalnikov : primer hrvaških hotelov
    Marković, Suzana, 1969- ; Raspor, Sanja
    If properly designed, administered, and analysed, the process of monitoring customer satisfaction and service quality can be beneficial to any hotel firm and make all the difference between offering ... a mediocre service and one of exceptionally high quality. The purpose of this study is to examine hotel guest comment cards (GCCs) and customer satisfaction management schemes in Opatija's hotels. This study adopts the applied content analysis approach (Gilbert and Horsnell 1998), comparing and recording findings based on a set of best practice criteria.
    Vir: Naše gospodarstvo : revija za aktualna gospodarska vprašanja = Our economy : review of current problems in economics. - ISSN 0547-3101 (Letn. 56, št. 1/2, 2010, str. 65-74)
    Vrsta gradiva - članek, sestavni del
    Leto - 2010
    Jezik - angleški
    COBISS.SI-ID - 10128156

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