Cornell Hotel and Restaurant Administration Quarterly · 1992 · 30 citations · 1 references
Total Quality ManagementCustomer SatisfactionDestination ManagementTravel BehaviorGuest ExperienceService QualityManagementLogisticsTravel ExperienceValue-chain FrameworkService-oriented TechnologyService ResearchService StudyUser ExperienceMarketingBusinessService ScienceTourismService DesignTourist ExperienceHospitality Management
The value-chain framework shows how to evaluate service-oriented technology on thebasis of its effect on the quality of guests' experiences
1
The profitable art of service recovery.
Christopher W. L. Hart, James L. Heskett, W. Earl Sasser · PubMed · 1990 · 1.4K citations
Customer Satisfaction, Profitable Art, Service Nightmare +15