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This paper presents a model of the impact of customer satisfaction, due to service quality and yield management practices, on hotel performance. A survey of hotel guests (n=318) of an independent three-star hotel located in a large African city shows that customer satisfaction is relative not only...

Capiez, A.; Kaya, A.
Haworth Hospitality Press, Binghamton, USA
Journal of Travel & Tourism Marketing, 2004, 16, 4, pp 21-31