This paper aims to present an overall view of principles and practice of the customer satisfaction (CS) management, which is not only a current problem of tourism business but also an indispensable element for the survival of tourism enterprises. According to the dynamics of consumer behavior, the customer feels satisfaction, unsatisfaction or dissatisfaction as the outcome of the disconformation between the expectation and the performance. Since tourism service products have specific characteristics such as intangibility, perishability and inseparability, it is rather difficult to ensure the overall and stable satisfaction of customers. Therefore, there is a need for service quality management, especially emphasizing the performance level of staff.
