Author： Lockwood Andrew
Publisher： Emerald Group Publishing Ltd
ISSN： 0959-6119
Source： International Journal of Contemporary Hospitality Management, Vol.6, Iss.1, 1994-01, pp. : 75-80
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Abstract
To be able to deliver consistent quality to hospitality customers, it is necessary to be able to identify those aspects of the service encounter that bring about satisfaction or dissatisfaction. Explores a simple technique for recording success and failure in service situations. This will allow organizations to identify areas for quality improvement and enable decisions to be made about the key priorities for action.
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