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Getting Quality Out on the Street: A Case of Show and Tell

Author
Brownell, Judi; Jameson, Daphne
Abstract
Hotel employees hear all about quality standards from the general manager and supervisors. But it’s not until managers demonstrate those principles that employees really learn that quality service means.
Date Issued
1996-02-01Subject
hotel employees; quality standards; organizational communication
Rights
Required Publisher Statement: © Sage. Reprinted with permission. All rights reserved.
Type
article