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An ethnographic approach to understanding service quality

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Abstract

The ethnographic research process, which explores human behavior as it relates to its situation, is outlined and illustrated through a hospitality case that explores the ways in which employees come to understand the meaning of service quality The challenges of ethnographic research are reviewed and implications for future research are provided.

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1997-01-01

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ethnographic research; behavior research; service culture; organizational effectiveness

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Government Document

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Required Publisher Statement: © FIU Hospitality Review. Reprinted with permission. All rights reserved.

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article

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