Publication Date
2-1996
Abstract
A service audit that quantifies the cost of everyday errors can help a hotel manager pinpoint which quality problems to address first.
Recommended Citation
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/
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Required Publisher Statement
© Cornell University. Reprinted with permission. All rights reserved.