Product Description
This digital document is a journal article from International Journal of Hospitality Management, published by Elsevier in . The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

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Based on 192 completed surveys from casino players, the authors conducted a gap analysis between loyal customers and potential switchers in evaluatin… More >>

Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels

The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept (more…)

About the Actor

Don Hutson’s careers in speaking, management and sales have brought him many honors. He successfully worked his way through the University of Memphis, graduating with a degree in Sales. After becoming the #1 salesperson in a national training organization, he established his own training firm and shortly thereafter was in demand as a professional speaker. Since then Don has addressed over two-thirds of the Fortune 500 Companies and is featured in over 100 training (more…)