Industry specific measurement of consumer satisfaction: experiences from the business travelling industry
International Journal of Hospitality ManagementPublished 1 June 1999
Morten Heide, Kjell Grønhaug, Marit G. Engset
Citations28
SJR quartileQ1
SJR score2.73
SNIP2.59
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Abstract
This paper argues that measuring instruments, to give adequate information of consumer satisfaction, should be adjusted to the specific market-industry context where they are to be used. A specific measuring instrument was developed for the business travelling industry. The measuring instrument has promising properties both in terms of validity and reliability, and should thus be useful in further research in this area. Managerial implications of the findings are highlighted.
Keywords
Business, Management and Accounting