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Journal of Hospitality & Tourism Research, Vol. 23, No. 4, 401-418 (1999)
DOI: 10.1177/109634809902300405
© 1999 ICHRIE

A Factor-Analytic Study of Communication Satisfaction in the Lodging Industry

Daniel J. Mount

The Pennsylvania State University, dmount{at}psu.edu

Ki-Joon Back

The Pennsylvania State University, kxb261{at}psu.edu

Communication, job satisfaction, and customer satisfaction have been popular topics in hospitality and business research. The most widely used business communication satisfaction questionnaire, the Communication Satisfaction Questionnaire (CSQ), has not been used in the hospitality industry. This article presents a factor-analytic study of the CSQ in a lodging setting. After the factor analysis, the article will then discuss the findings of communication satisfaction as they compare to findings in other business-related studies.

Key Words: communication satisfaction • job satisfaction • Communication Satisfaction Questionnaire • hospitality • lodging


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