Enz, Cathy A.Siguaw, Judy A.2020-09-122020-09-122000-10-016146703https://hdl.handle.net/1813/71922To achieve the highest service quality, managers of a baker’s dozen of lodging operations have given authority to their employees.en-USRequired Publisher Statement: © Cornell University. Reprinted with permission. All rights reserved.service qualitylodging industrycustomer evaluationarticle