A service audit that quantifies the cost of everyday errors can help a hotel manager pinpoint which quality problems to address first.
Luchars, J. Y., & Hinkin, T. R. (1996). The service-quality audit: A hotel case study [Electronic version]. Cornell Hotel and Restaurant Administration Quarterly, 37(1), 34-41. Retrieved [insert date], from Cornell University, School of Hospitality Administration site: http://scholarship.sha.cornell.edu/articles/498/