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Hotel remodelling impact: guest satisfaction at a family resort hotel



Hotel remodelling impact: guest satisfaction at a family resort hotel



FIU Hospitality Review 15(1): 73-82



A family resort hotel located in the southeastern USA is presented as a case study on the impact of hotel remodelling on guest satisfaction. During a period of six weeks, 450 guests were approached and asked to participate in the study yielding a response rate of 74% (333 respondents). Clear relationships are established between guest satisfaction and guests' perception of the hotel's physical appearance, hotel staff's attitudes, and guests' demographic characteristics.

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Accession: 002860613

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