search query: @indexterm SERVICE QUALITY / total: 221
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| Author: | Dubé, L. Renaghan, L. M. |
| Title: | Creating visible customer value: how customers view best-practice champions |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2000 : FEB, VOL. 41:1, p. 62-72 |
| Index terms: | Hotel and catering industry Customers Service quality |
| Language: | eng |
| Abstract: | The article reports on the study of how the overall best-practice champions create visible value, as determined by their customers. The study isolated the attributes that make the greatetst contribution to customer value at two key points: when the customer is determining which hotel to patronize, and during the guest's ensuing stay. |
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