haku: @indexterm SERVICE MANAGEMENT / yhteensä: 228
viite: 53 / 228
| Tekijä: | Walsh, K. |
| Otsikko: | A service conundrum: can outstanding service be too good? |
| Lehti: | Cornell Hotel and Restaurant Administration Quarterly
2000 : OCT, VOL. 41:5, p. 40-50 |
| Asiasana: | Hotel and catering industry Hotel management Service management Consumer satisfaction |
| Kieli: | eng |
| Tiivistelmä: | The author finds out that outstanding service providers use different approaches with customers that do those who offer just average or even good service; above all, meeting guests' expectations seems to be related to recognizing them and then giving them timely or expeditious service. |
SCIMA