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An ethnographic approach to understanding service quality

dc.contributor.authorHuettman, Elizabeth
dc.contributor.authorBrownell, Judi
dc.date.accessioned2020-09-12T21:02:42Z
dc.date.available2020-09-12T21:02:42Z
dc.date.issued1997-01-01
dc.description.abstractThe 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.
dc.description.legacydownloadsBrownell29_An_ethnographic.pdf: 20 downloads, before Aug. 1, 2020.
dc.identifier.other10179653
dc.identifier.urihttps://hdl.handle.net/1813/71391
dc.language.isoen_US
dc.rightsRequired Publisher Statement: © FIU Hospitality Review. Reprinted with permission. All rights reserved.
dc.subjectethnographic research
dc.subjectbehavior research
dc.subjectservice culture
dc.subjectorganizational effectiveness
dc.titleAn ethnographic approach to understanding service quality
dc.typearticle
local.authorAffiliationHuettman, Elizabeth: Cornell University School of Hotel Administration
local.authorAffiliationBrownell, Judi: jlb18@cornell.edu Cornell University School of Hotel Administration

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