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Service quality and business performance in the UK hotel industry

  • Published:1996-09 Issue:3 Volume:15 Page:283-298
  • ISSN:0278-4319
  • Container-title:International Journal of Hospitality Management
  • language:en
  • Short-container-title:International Journal of Hospitality Management

Author:

Harrington Denis,Akehurst Gary

Publisher

Elsevier BV

Subject

Strategy and Management,Tourism, Leisure and Hospitality Management

Reference27 articles.

1. Customer Service and Support: Implementing Effective Strategies;Armistead,1992

2. Customer Service and Support: Implementing Effective Strategies;Armistead,1992

3. The customer wants service: why technology is no longer enough;Barnes;Journal of Marketing Management,1993

4. The PIMS Principles-Linking Strategy to Performance;Buzzell,1987

5. Quality assurance certification for hospitality marketing, sales and customer services;Callan;The Services Industries Journal,1994

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