Revisiting Employee - Guest Interactions in Hotels: An Analysis of Critical Incidents
The study was conducted to find out the positive and/or negative effects that hotel employees may have upon hotel guests’ experiences during their stay. Using the critical incident technique (CIT), data were obtained from 105 guests (a total of 174 incidents) staying in two different 5-star hotels t...
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| Format: | Article |
| Language: | English |
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International Hellenic University
2018-11-01
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| Series: | Journal of Tourism, Heritage & Services Marketing |
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| Online Access: | http://jthsm.gr/vol4iss2/4-2-3.pdf |