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A service conundrum: can outstanding service be too good?



A service conundrum: can outstanding service be too good?



Cornell Hotel and Restaurant Administration Quarterly 41(5): 40-50



An exploratory study that assessed customers' and providers' views of the same service transaction immediately after it occured is described. 20 employees and 171 guests at a 1200 room, full-service landmark hotel located in a major northeast city in the USA took part in the survey.

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Accession: 003347729

Download citation: RISBibTeXText

DOI: 10.1177/001088040004100533


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