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A Strategy for Customer Satisfaction

Cornell Hospitality Quarterly

Impact Factor: 2.7 / 5-Year Impact Factor: 4.4

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Research article

First published online October, 1992

A Strategy for Customer Satisfaction

and

Volume 33, Issue 5

https://doi.org/10.1177/001088049203300524

Abstract

A hotel's customer-satisfaction strategy is critical to its being competitive. Here's a simple tool that uses guest information to support strategic decision making

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