search query: @indexterm SERVICE QUALITY / total: 221
reference: 117 / 221
| Author: | Enz, C. A. Siguaw, J. A. |
| Title: | Best practices in service quality |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2000 : OCT, VOL. 41:5, p. 20-29 |
| Index terms: | Tourism Tourist industry Hotel and catering industry Service quality |
| Language: | eng |
| Abstract: | This Cornell University-based study cites 13 operations for outstanding programs in guest service. The main result is that to achieve the highest service quality, managers of a baker's dozen of lodging operations have given authority to their employees. |
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