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A Service Conundrum: Can Outstanding Service Be Too Good?
Articles and Chapters
  • Kate Walsh, Cornell University
Publication Date
Many service operations espouse the need to provide exceptional service. But sometimes good enough is good enough—especially if the alternative is uneven service.

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: