To be able to deliver consistent quality to hospitality customers, it is necessary to be able to identify those aspects of the service encounter that bring about satisfaction or dissatisfaction. Explores a simple technique for recording success and failure in service situations. This will allow organizations to identify areas for quality improvement and enable decisions to be made about the key priorities for action.
International Journal of Contemporary Hospitality Management – Emerald Publishing
Published: Feb 1, 1994
Keywords: Customer care; Hospitality industry; Organizational change; Quality circles; TQM
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