Legends of service excellence: the habits of seven highly effective hospitality companies

Solnet, David, Kandampully, Jay and Kralj, Anna (2010) Legends of service excellence: the habits of seven highly effective hospitality companies. Journal of Hospitality Marketing and Management, 19 8: 889-908. doi:10.1080/19368623.2010.514562


Author Solnet, David
Kandampully, Jay
Kralj, Anna
Title Legends of service excellence: the habits of seven highly effective hospitality companies
Journal name Journal of Hospitality Marketing and Management   Check publisher's open access policy
ISSN 1936-8623
1936-8631
Publication date 2010-10
Year available 2010
Sub-type Article (original research)
DOI 10.1080/19368623.2010.514562
Volume 19
Issue 8
Start page 889
End page 908
Total pages 11
Place of publication New York, N.Y. U.S.A.
Publisher Routledge/Haworth Press
Collection year 2011
Language eng
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 into their businesses. © Taylor & Francis Group, LLC.
Keyword Customer and employee obsession
Service excellence
Storytelling
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2011 Collection
UQ Business School Publications
 
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Created: Mon, 29 Nov 2010, 14:15:56 EST by Miss Anna Hood on behalf of School of Tourism