Conceptualising and operationalising the research interface between facilities management and hospitality management

摘要

This paper examines conceptual links between facilities and hospitality management in the context of customer satisfaction. In both areas, there has thus far been a lack of theorising abut the subject-matter which might legitimately be encompassed within subject boundaries. By focusing on the single area of customer satisfaction an attempt is made to show how this process might process, albeit in a narrowly focused manner.