The purpose of this study is to investigate the impact of the results of customer satisfaction surveys on Sheraton Gateway Hotel Los Angeles. Specifically, the objectives of this qualitative research are to (a) investigate the system that is in place for measuring customer service satisfaction with the hotel, and (b) investigate how hotel managers respond to the results of their customer satisfaction surveys, and (c) determine which types of responses are most effective in increasing customer satisfaction and, in turn, profitability.
Qualitative interviews were conducted on the sales and catering managers at the Sheraton Gateway Hotel Los Angeles. Generally, all sales and catering managers agreed that the current customer service satisfaction survey that is in place is efficient and effective, and most all managers focused on the results and how they can improve their guest experiences in the future.
|Commitee:||Gustin, Libby, Kreysa, Peter|
|School:||California State University, Long Beach|
|Department:||Family and Consumer Sciences|
|School Location:||United States -- California|
|Source:||MAI 54/06M(E), Masters Abstracts International|
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