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| Author: | Testa, M.R. Sipe, L.J. |
| Title: | A systems approach to service quality: Tools for hospitality leaders |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2006 : VOL. 47:1, p. 36-48 |
| Index terms: | service quality systems analysis total quality management |
| Language: | eng |
| Abstract: | This paper discusses service problems and how to react to them. One option is to list hot spots and touch points in order to help work groups see where problems exist (hot spots) and identify chances to impress guests with excellent service (touch points). Another option is to use employee-tools grid, which lists specific steps that can be taken to improve service in any of the following five categories: (1) define and communicate issues, (2) train and educate employees, (3) improve processes, (4) evaluate results and provide feedback, and (5) celebrate successes. |
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