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 a significant sample of hotel guests shows that customer satisfaction is relative not only to the traditional measures of quality but also to practices of Yield Management and that the satisfaction variables are positively related to the performance of the firm. These results are a starting point for further research with many managerial implications.
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Capiez et al. (2004) studied this question.
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