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  • Legends of Service Excellence: The Habits of Seven Highly Effective Hospitality Companies

    Author(s)
    Solnet, D
    Kandampully, J
    Kralj, A
    Griffith University Author(s)
    Kralj, Anna L.
    Year published
    2010
    Metadata
    Show full item record
    Abstract
    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 ...
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    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
    DOI
    https://doi.org/10.1080/19368623.2010.514562
    Subject
    Commercial services
    Hospitality management
    Marketing
    Tourism
    Publication URI
    http://hdl.handle.net/10072/53908
    Collection
    • Journal articles

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