Pictures as guest feedback - Photo Elicitation
"Hoteliers regularly ask guests to fill out comment cards and surveys about whether they are satisfied with their hotel stay. But even when guests do fill out customer-comment cards or respond to surveys, what drives their comments is not always clear.
A technique called photo-elicitation makes it possible for guests to show hotel managers exactly what they see in the hotel-both their likes and dislikes. A new research tool issued by the Cornell University Center for Hospitality Research demonstrates how photo-elicitation operates."
Source: Cornell Study Says a Picture is Worth a Thousand Words When It Comes to Guest Comments
04/06/06 | Posted by JJ | Category Service Quality and Issues
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