Managing both Outcome and Process Quality is Critical to Quality of Hotel Service
| Year of publication: |
2004
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|---|---|
| Authors: | Luk, Sherriff Ting-Kwong ; Layton, Roger |
| Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 21017797. - Vol. 15.2004, 3, p. 259-278
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