The Service-Quality Audit: A Hotel Case Study

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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
1996-02-01
Subject
service quality; auditing; hotel management
Rights
Required Publisher Statement: © Cornell University. Reprinted with permission. All rights reserved.
Type
article

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