Many service operations espouse the need to provide exceptional service. But sometimes good enough is good enough—especially if the alternative is uneven service.
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/