JavaScript is disabled for your browser. Some features of this site may not work without it.
The Service-Quality Audit: A Hotel Case Study

Author
Luchars, James Y.; Hinkin, Timothy R.
Abstract
A service audit that quantifies the cost of everyday errors can help a hotel manager pinpoint which quality problems to address first.
Date Issued
1996-02-01Subject
service quality; auditing; hotel management
Rights
Required Publisher Statement: © Cornell University. Reprinted with permission. All rights reserved.
Type
article