search query: @author Hartline, M. D. / total: 3
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| Author: | Hartline, M. D. Ross Wooldridge, B. |
| Title: | Guest perceptions of hotel quality: determining which employee groups count most |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2003 : FEB, VOL. 44:1, p. 43-52 |
| Index terms: | Hotel and catering industry Tourism Optimization |
| Language: | eng |
| Abstract: | Guests use the performance of customer-contact employees to infer a hotel's quality. While the performance of all employees is important to guests' quality assessment, the performance of some employees is more critical than others to that assessment - and to guest satisfaction. The authors developed a regression-based approach to classify empirically the performance quality of employee groups - bell stand, bell stand, front desk, housekeeping, parking, and room service - into the categories of necessary, desirable, passive, and neural with regard to guest perceptions of a hotel's service quality. |
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