...Marcos Medeiros; Abraham Pizam Purpose This perspective revisits customer satisfaction in hospitality and tourism by connecting three lenses that are often treated separately: ethical non-projection in host–guest treatment, expectancy–disconfirmation as the core evaluative logic of satisfaction...

... understanding and enhancement of quality in the tourism and hospitality industry, despite its inherent complexity and subjective nature. It examines how established quality management frameworks, such as TQM, ISO standards and SERVQUAL, can enhance customer satisfaction and service delivery. Design...