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Browsing Open Research Collection by Subject "customer satisfaction"

Browsing Open Research Collection by Subject "customer satisfaction"

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  • A Complaints Handling System for the Hospitality Industry 
    Ramphal, Roy (African Journal of Hospitality, Tourism and Leisure, 2016)
    The hospitality and tourism industry is growing rapidly globally and will be faced with a huge influx of customers. Since this industry is also dependent on word-of-mouth and customer reviews to attract customers, it is ...
  • Service and quality and quality service: satisfying customers in the hospitality industry 
    Ramphal, R.R.; Nicolaides, Angelo (African Journal of Hospitality, Tourism and Leisure, 2014)
    The purpose of this paper is to identify related literature and cases regarding the management of quality in the hospitality industry. It appears that Parasuraman‟s gap model between expectations and delivery still appears ...

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