To achieve the highest service quality, managers of a baker’s dozen of lodging operations have given authority to their employees.
Enz, C. A., & Siguaw, J. A. (2000). Best practices in service quality [Electronic version]. Cornell Hotel and Restaurant Administration Quarterly, 41(5), 20-29. Retrieved [insert date], from Cornell University, School of Hospitality Administration site: http://scholarship.sha.cornell.edu/articles/493/