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| Tekijä: | Ford, R. C. Heaton, C. P. |
| Otsikko: | Lessons from Hospitality That Can Serve Anyone |
| Lehti: | Organizational Dynamics
2001 : VOL. 30:1, p. 30-47 |
| Asiasana: | HOSPITALS MANAGEMENT SERVICE |
| Kieli: | eng |
| Tiivistelmä: | The hospitality industry has long known that the difference between success and failure is the successful management of the service experience for all guests. The authors state that although any organization can do many specific things to improve its service, the benchmark hospitality organizations have found three keys to service success: (1) make every decision with the customer in mind; (2) build a strong culture of service, and (3) manage each "moment of truth" in the service experience. This article will talk about each key and how it leads to service success. |
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