The applicability of the Human Sigma Model to service quality management in the UK tourism industry : an operational analysis
The dominant focus in the service quality literature in general, and within the tourism and hospitality sector service literature in particular, has been on the drivers of customer-perceived service quality. That is, although the role of front-line employees in service quality has been acknowledged,...
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University of Central Lancashire
2014
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| Online Access: | http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.617341 |