What is it about?
service failure is when something goes wrong in the line of service delivery and as such the service does not meet the expectations of customers.
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Why is it important?
the hotel industry in Accra, especially the 3-5 star hotels is becoming increasingly competitive and therefore the need to prevent service failures.
Perspectives
most of the service failures in hotels in Accra are caused by employees.
Prof. Ishmael Mensah
University of Cape Coast
Read the Original
This page is a summary of: Service Failures in 3- to 5-Star Hotels in Accra, Ghana, J of Tourism and Hospitality Management, April 2015, David Publishing Company,
DOI: 10.17265/2328-2169/2015.04.003.
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