Improving Service Quality in Person-to-Person Encounters: Integrating Findings from a Multi-disciplinary Review

Labour market and skills needs of the tourism and related sectors in Wales

“…However, destinations pose specifi c challenges for managing service delivery and quality because of the fragmentation of customer experiences through contact with multiple intermediaries (Baum, 1995). The service encounter is often spontaneous and variable and responsibility for high-quality service provision falls on frontline staff (Schaffer, 1984;Mattsson, 1994). Employees must understand and be committed to service quality goals, as well as having skills, knowledge, attitude, authority and personality to deliver a high-quality service.…”

Effective strategy for improving health care outcomes: Multidisciplinary care in cerebral infarction patients

“…This is because such programs for multidisciplinary care may incur an increased cost-burden, as many human and technical resources are needed in multidisciplinary care [14][15][16]. Still, it is expected that coverage for multidisciplinary care will gradually expand to other areas such as stroke inpatient care, considering the advantages of multidisciplinary and the increase in the number of stroke patients.…”

Customers’ perceptions of service quality: Do servers’ age stereotypes matter?

“…Previous studies have suggested that service personnel play an important role in customers' evaluations of service quality (Bebko and Sciulli, 2009;Heskett et al, 1994;Mattson, 1994;Tansuhajm et al, 1988) or judgment of a restaurant experience (Wall and Berry, 2007).…”