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ERIC Number: ED501594
Record Type: Non-Journal
Publication Date: 2008
Pages: 8
Abstractor: As Provided
Case Studies in Exemplary Service Delivery
Wollard, Karen Kelly
Online Submission, Paper presented at the Academy of Human Resource Development International Research Conference in the Americas (Panama City, FL, Feb 20-24, 2008)
Twelve exemplary service providers from three highly acclaimed resorts discuss and demonstrate what it takes to deliver award-winning service consistently. This research, using a qualitative, explanatory case study method, sought to investigate how they do it. Three themes emerged from the data that should have a profound impact on HRD (human resource development) practitioners and researchers working to improve service performance and influence organizational culture.
Publication Type: Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A