The impact of employees' behaviour and the implementation of total quality management on service quality : a case study in the hotel industry
This study examines the impact of employees' in-role behaviours; and organizational citizenship behaviours on service quality in a number of hotels, and of whom have a TQM programme. Are organizational citizenship behaviours, in-role behaviours and TQM programme likely to influence customers�...
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University of Strathclyde
2006
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| Online Access: | http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.426371 |