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REVIEW OF LITERATURE
This chapter attempts to review different literatures on customer satisfaction with reference to hotel industry and presents various studies made regarding the issues related with hotel industry and customer satisfaction.
Customer
–
De
finitions
Paul S. Goldner (2006)
1
Grigoroudis, E and Siskos, Y (2009) defines, “...a customer is any organization or individual with which you have done business over the past twelve months”.
2
“Customer means the party to which the goods are to be supplied or service rendered by the supplier”. provide definition for ‘customer’ upon two approaches: With refe rence to loyalty, “A customer is the person that assesses the quality of the offered products and services” and on process oriented approach, “the customer is the person or group that receives the work output” (p.9).
3
Customer Satisfaction
–
Definitions
Satisfaction has been broadly defined by Vavra, T.G. (1997) as a satisfactory post - purchase experience with a product or service given an existing purchase expectation. 4
Howard and Sheth (1969)
5
According to Westbrook and Reilly (1983) define satisfaction as, “The buyer’s cognitive state of being adequately or inadequately rewarded for the sacrifices he has undergone”
(p.145).
6
, customer satisfaction is “an emotional response to the experiences provided by, associated with particular
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products or services purchased, retail outlets, or even molar patterns of behaviour such as shopping and buyer behaviour, as well as the overall market place” (p.256).
Oliver (19
81)
7
The definition offered by Hunt (1977
)
put forward a definition as, “the summary psychological state resulting when the emotion surrounding disconfirmed expectations is coupled with the consumers’ prior feelings about the consumption experience” (p.27).
8