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| Tekijä: | Lovelock, C. |
| Otsikko: | A retrospective commentary on the article "New tools for achieving service quality" |
| Lehti: | Cornell Hotel and Restaurant Administration Quarterly
2001 : AUG-SEP, VOL. 42:4, p. 39-46 |
| Asiasana: | Service quality Hotel and catering industry Restaurants |
| Kieli: | eng |
| Tiivistelmä: | Almost 20 years later, the late D. Daryl Wyckoff's ideas and findings regarding service quality still heve merit, as confirmed by this commentary by one of Wyckoff's colleagues. Building on Wyckoff's examples and illustrations, this article expands on his notion of service management - for example, by noting the success factors of Baldrige -award winners, and the usefulness of gap analysis (e. g., customer' expectations versus the service actually delivered. |
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