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Physical Sciences and Mathematics Commons™
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Articles 1 - 2 of 2
Full-Text Articles in Physical Sciences and Mathematics
Risk Is More Than Just A Number, Wim F. Passchier, Wim C. Reij
Risk Is More Than Just A Number, Wim F. Passchier, Wim C. Reij
RISK: Health, Safety & Environment (1990-2002)
Summarizes efforts by the Health Council of the Netherlands to develop a national risk management approach.
Measuring Hotel Service Quality: Tools For Gaining The Competitive Edge, Robert C. Ford, Susan A. Bach
Measuring Hotel Service Quality: Tools For Gaining The Competitive Edge, Robert C. Ford, Susan A. Bach
Hospitality Review
As the hotel industry grows more competitive, quality guest service becomes an increasingly important part of managers' responsibility measuring the quality of service delivery is facilitated when managers know what types of assessment methods are available to them. The authors present and discuss the following available measurement techniques and describe the situations where they best meet the needs of hotel managers: management observation, employee feedback programs, comment cards, mailed surveys, personal and telephone interviews, focus groups, and mystery shopping.