Using the critical incidents technique to understand service quality in tourist accommodation

Moscardo, Gianna (2006) Using the critical incidents technique to understand service quality in tourist accommodation. In: Prideaux, Bruce, Moscardo, Gianna, and Laws, Eric, (eds.) Managing Tourism and Hospitality Services: theory and international applications. CABI, Oxfordshire, UK, pp. 262-273.

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Abstract

Aims to enhance theoretical and practical understanding of quality management in tourism and hospitality. This book contains 28 chapters by international experts, highlighting the tensions and challenges in tourism and hospitality services management.

Item ID: 3591
Item Type: Book Chapter (Research - B1)
ISBN: 978-1-84593-012-7
Keywords: critical incidents technique; service quality; tourist accommodation
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Date Deposited: 12 Nov 2009 01:59
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1506 Tourism > 150603 Tourism Management @ 100%
SEO Codes: 90 COMMERCIAL SERVICES AND TOURISM > 9003 Tourism > 900302 Socio-Cultural Issues in Tourism @ 100%
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