Abstract
The primary research carried out for this study focuses on hotel guest comment cards (GCCs) and customer satisfaction management schemes in Taiwan. Content analysis was used to determine the extent to which each hotel's comment card design corresponded to the identified best practice criteria. Results reveal that no single hotel analyzed within the survey sample of this study meets all identified best practice criteria for their GCCs. It is recommended that the hotel industry in Taiwan reexamine its approach to evaluating customer satisfaction, with the goal of achieving conformity to all critical best practice criteria identified in this paper.
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