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Article
A Service Conundrum: Can Outstanding Service Be Too Good?
Articles and Chapters
  • Kate Walsh, Cornell University
Publication Date
10-1-2002
Abstract

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

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

Citation Information

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/