Young Adults' Dining in Hatfield

Customer satisfaction is central to customer loyalty,
repeat patronage and positive word-of-mouth
recommendations in the foodservice, lodging and
tourism sectors of the hospitality industry. Its
increasing importance has attracted a proliferation
of debate, reviews, discussions and research. These
have made a substantial contribution to the
understanding of customer satisfaction construct and
theories. In spite of this, customer satisfaction
still remains an elusive, indistinct and ambiguous
paradigm - there is still no consensus on how best
to conceptualise and measure it. Focusing on young
adults and casual dining restaurants, this book
provides a comprehensive and academic framework,
theories, nature and importance of customer
satisfaction and dissatisfaction in the hospitality
industry. This book is therefore an invaluable
resource for students, customers and practitioners
who may wish to broad their understanding of customer
satisfaction/dissatisfaction and grasp emerging
issues and contemporary debates in the hospitality
industry.

Autorentext

William Kasapila studied Consumer Science at the University of Pretoria and holds a Master's degree. He works as an academician in the University of Malawi. His research focuses on areas of customer service, service environment and customer behaviour in foodservice, lodging and tourism sectors of the Hospitality Industry.

Klappentext

Customer satisfaction is central to customer loyalty,repeat patronage and positive word-of-mouthrecommendations in the foodservice, lodging andtourism sectors of the hospitality industry. Its increasing importance has attracted a proliferation of debate, reviews, discussions and research. These have made a substantial contribution to the understanding of customer satisfaction construct and theories. In spite of this, customer satisfaction still remains an elusive, indistinct and ambiguous paradigm - there is still no consensus on how best to conceptualise and measure it. Focusing on young adults and casual dining restaurants, this book provides a comprehensive and academic framework, theories, nature and importance of customer satisfaction and dissatisfaction in the hospitality industry. This book is therefore an invaluable resource for students, customers and practitioners who may wish to broad their understanding of customersatisfaction/dissatisfaction and grasp emergingissues and contemporary debates in the hospitalityindustry.