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Hotel-Marketing
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Neben der Darstellung der Bedeutung von Kundenzufriedenheit fr das Marketing-Konzept der Hotelunternehmung wird insbesondere die Leistungsfhigkeit eines aktiven und systematischen Beschwerdemanagements untersucht. Aufbauend auf dem Prozecharakter des Dienstleistungskonsums sowie der Ermittlung der Dienstleistungsqualitt stellen Barth/Theis die mit der Identifikation der Kundenanforderungen einhergehenden Problembereiche dar und geben einen berblick ber geeignete Verfahren der Kundenzufriedenheitsmessung. Darber hinaus gehen die Autoren auf die Gestaltungsmglichkeiten der Preisdifferenzierung im Hotelbetrieb ein.
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