ABSTRACT
Hospitality professionals know that customer feedback is the basis for effective management decisions. If you talk with successful managers in major hospitality chains-McDonald's, Walt Disney, Hyatt International, Hilton, or any other first-tier enterprise-you will get the same response: Customer feedback works. They all believe in it, do it, and use it. It stands to reason that if they develop new products, services, or concepts, the market had better want them and be willing to pay what is needed to cover costs.
