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Best Practices in Service Quality
Articles and Chapters
  • Cathy A Enz, Cornell University
  • Judy A. Siguaw, Cornell University
Publication Date
To achieve the highest service quality, managers of a baker’s dozen of lodging operations have given authority to their employees.

Required Publisher Statement
© Cornell University. Reprinted with permission. All rights reserved.

Citation Information

Enz, C. A., & Siguaw, J. A. (2000). Best practices in service quality [Electronic version]. Cornell Hotel and Restaurant Administration Quarterly, 41(5), 20-29. Retrieved [insert date], from Cornell University, School of Hospitality Administration site: