Using Service Incidents to Identify Quality Improvement Points
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 1 February 1994
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.
Keywords
Citation
Lockwood, A. (1994), "Using Service Incidents to Identify Quality Improvement Points", International Journal of Contemporary Hospitality Management, Vol. 6 No. 1/2, pp. 75-80. https://doi.org/10.1108/09596119410052170
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited