Walsh, K. (2000). A service conundrum: Can outstanding service be too good? [Electronic version]. Cornell Hotel and Restaurant Administration Quarterly, 41(5), 40-50. Retrieved [insert date], from Cornell University, School of Hospitality Administration site: http://scholarship.sha.cornell.edu/articles/450/
A Service Conundrum: Can Outstanding Service Be Too Good?Articles and Chapters
AbstractMany service operations espouse the need to provide exceptional service. But sometimes good enough is good enough—especially if the alternative is uneven service.