search query: @indexterm Service quality / total: 221
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| Author: | Kwortnik, R. J. |
| Title: | Safeguarding hospitality service when the unexpected happens: lessons learned from the blackout of '03 |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2005 : FEB, VOL. 46:1, p. 13-39 |
| Index terms: | Hotel management Service quality USA Canada |
| Language: | eng |
| Abstract: | This study reveals that there is a gap between what one "has to do" as reflected in code requirements for guest safety during an emergency and what one "should do", which is less formally reflected in customer requirements for guest safety during an emergency and what one "should do", which is less formally reflected in customer requirements for comfort, convenience, and reassurance. |
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