frame of different forms of services. Information itself becomes also service, which citizen, client, customer or worker …

essential to acquire a driving enthusiasm for customer service and a strong sense of professionalism to develop and maintain … customer satisfaction in the hospitality and tourism industry. …

relationship WPK has to customer service, how WPK in this service sector differs from selected published studies in manufacturing … data show that WPK is an essential element of workers’ roles and a vital requirement in providing good customer service … functions are handled on-site and the size and complexity of the site. WPK is the foundation on which good customer service is …

. Hospitality industry in particular is a good example how it has been blurred the roles that customers play in dealing with service … providers. The study reveals that customers can influence the quality of hospitality service through performing a qualitycontrol … function. This involves a series of activities to be achieved by them: (1) on-the-spot quality control, (2) service failure …