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Full-Text Articles in Business
Book Review Of Bruce M. Owen Et Al., The Economics Of A Disaster - The Exxon Valdez Oil Spill, William C. Shaw Ii
Book Review Of Bruce M. Owen Et Al., The Economics Of A Disaster - The Exxon Valdez Oil Spill, William C. Shaw Ii
RISK: Health, Safety & Environment (1990-2002)
Review of Bruce M. Owen, David A. Argue, Harold W. Furchtgott-Roth, Gloria J. Hurdle & Gale Mosteller, The Economics of a Disaster - The Exxon Valdez Oil Spill (Quorum Books 1995). Acknowledgments, appendices, author index, figures, selected bibliography, subject index, tables. LC 95- 3782; ISBN 0-89930-987-9. [200 pp. Cloth $55.00. 88 Post Road West, Westport CT 06881.]
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.