Building a program for world-class service

Cornell Hotel and Restaurant Administration Quarterly

Volumn 37, Issue 1, 1996, Pages 17-27

  Barsky, Jonathan D ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0030080010     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1016/0010-8804(96)84593-9     Document Type: Article

References (10)

1. 1 For a discussion of focus groups, see: Joe L. Welch, "Focus Groups for Restaurant Research," Cornell Hotel and Restaurant Administration Quarterly,Vol. 26, No. 2 (August 1985), pp. 78-85. Guests were asked to identify and rank the importance of their "ideal" hotel attributes.
2. 2 See: Jonathan D. Barsky and Stephen J. Huxley, "The Quality Sample," Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 6 (December 1992), pp. 18-25.
3. 3 See: W. Edwards Deming, Elementary Principles of Statistical Control: A Series of Lectures (Tokyo: Nippon Kagato Gijutso Renmei, 1950).
4. 4 Arthur Andersen Consulting is known for its best-practices database.The International Benchmarking Clearinghouse in Houston, Texas, (713-685-4666) sells access to a database of "best practices" and "how-to" guidelines. Simply looking through business journals or a library's database can easily lead to identifying topperforming companies.
5. 5 M. Hammer and J. Champy, Reengineering the Corporation: A Manifesto for Business Revolution (New York: Harper Publishers, 1993), p. 118.
6. 6 Stan Bromley, regional vice president of Four Seasons Hotels; Darryl Hartley-Leonard, president of Hyatt Hotel Corporation; and Jonathan Tisch, president of Loews Hotels.
7. 6 Stan Bromley, regional vice president of Four Seasons Hotels; Darryl Hartley-Leonard, president of Hyatt Hotel Corporation; and Jonathan Tisch, president of Loews Hotels.
8. 6 Stan Bromley, regional vice president of Four Seasons Hotels; Darryl Hartley-Leonard, president of Hyatt Hotel Corporation; and Jonathan Tisch, president of Loews Hotels.
9. 7 For applications of statistical process control, see: D. Daryl Wyckoff, "New Tools for Achieving Service Quality," Cornell Hotel and Restaurant Administration Quarterly, Vol. 25, No. 3 (November 1984), pp. 78-91.
10. 8 "Motorola:Training for the Millennium," Businessweek, March 28, 1994, pp. 58-60.