Delivering Quality Service: Diagnosing Favorable and Unfavorable Service Encounters in Restaurants

Journal of Hospitality and Tourism Research

Volumn 25, Issue 3, 2001, Pages 251-271

  Kivelä, Jakša J ^a   Chu, Carmen Yiu Ha ^a  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

Author keywords

critical incident technique; customer feedback; delivering quality service; restaurants

Indexed keywords

EID: 0037541789     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/109634800102500302     Document Type: Article

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