search query: @indexterm SERVICE QUALITY / total: 221
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| Author: | Johanson, M.M. Woods, R.H. |
| Title: | Recognizing the emotional element in service excellence |
| Journal: | Cornell hospitality quarterly: hospitality leadership through learning
2008 : AUG, VOL. 49:3, p. 310-316 |
| Index terms: | human resource management hotel management employees customers interaction emotions service quality |
| Language: | eng |
| Abstract: | The hotel customers judge the service quality on the basis of their perceptions. That is why emotions play a major role in the interaction between the quest and service provider. The paper is based on interviews with hotel human resource managers about their emotional labor management tactics. This article identifies strategies and practices that can be useful in hotel management in order to improve the skills of employees. |
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