Legends of Service Excellence: The Habits of Seven Highly Effective Hospitality Companies
Author(s)
Solnet, D
Kandampully, J
Kralj, A
Griffith University Author(s)
Year published
2010
Metadata
Show full item recordAbstract
This article identifies hospitality firms that are frequent subjects of positive customer storytelling and examines these firms for common practices. Seven exemplar firms were identified. Themes drawn from data were categorized into 10 theme clusters. A single theme-related to customer and employee obsession-was determined to be the common thread. An assessment of customer and employee practices from the exemplar firms is provided to give illustrations of specific practices. By understanding some of the practices of exemplar firms, managers can gain insights into how customer and employee treatment strategies can be incorporated ...
View more >This article identifies hospitality firms that are frequent subjects of positive customer storytelling and examines these firms for common practices. Seven exemplar firms were identified. Themes drawn from data were categorized into 10 theme clusters. A single theme-related to customer and employee obsession-was determined to be the common thread. An assessment of customer and employee practices from the exemplar firms is provided to give illustrations of specific practices. By understanding some of the practices of exemplar firms, managers can gain insights into how customer and employee treatment strategies can be incorporated into their businesses.
View less >
View more >This article identifies hospitality firms that are frequent subjects of positive customer storytelling and examines these firms for common practices. Seven exemplar firms were identified. Themes drawn from data were categorized into 10 theme clusters. A single theme-related to customer and employee obsession-was determined to be the common thread. An assessment of customer and employee practices from the exemplar firms is provided to give illustrations of specific practices. By understanding some of the practices of exemplar firms, managers can gain insights into how customer and employee treatment strategies can be incorporated into their businesses.
View less >
Journal Title
Journal of Hospitality Marketing and Management
Volume
19
Issue
8
Subject
Commercial services
Hospitality management
Marketing
Tourism