...@polyu.edu.hk © Emerald Group Publishing Limited 2009 Customer satisfaction Catering industry Consumer behaviour Customer surveys According to the book Taste of Hong Kong Private Kitchen, published in 2003, a private kitchen is defined as a dining place with no sign outside...

... Hotels Customer requirements New Zealand Customer surveys For some years this researcher has been interested in trying to understand the dynamics of the hotel/motel purchase decision. Research published in 2002 (Lockyer, 2002) was the catalyst for this current research. Although the previous...

... Customer requirements Customer surveys Norway In a competitive market arena, the image of a product is one of the critical factors influencing consumers’ purchase behavior (Chen and Hsu, 2000). Often, marketers utilize the product images to effectively position their current offerings...

... Customer service Customer surveys Human resource management Service delivery systems Mystery shopping is a research technique that has frequently been used in the financial services sector, the fast food sector, and most recently in the hotel sector. In the 1970s, between 25 to 35 per cent...