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| Tekijä: | Piccoli, G. Spalding, B. R. Ives, B. |
| Otsikko: | The customer-service life cycle: a framework for improving customer service through information technology |
| Lehti: | Cornell Hotel and Restaurant Administration Quarterly
2001 : JUN, VOL. 42:3, p. 38-45 |
| Asiasana: | Service quality Hotel and catering industry Hotel management Information technology Internet Consumer satisfaction |
| Kieli: | eng |
| Tiivistelmä: | The central idea of this article is that by thinking of customers' use of a product or service as a cycle, hospitality organizations can use the internet and IT to offer better service and create a stronger relationship each step of the way. |
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