Using Dissatisfied Customers as a Source for Innovative Service Ideas

When service firms are challenged by their aging brands to become “innovation oriented,” they depend in part on key organizational competencies, such as employee competency and market orientation. These competencies are at the core of innovation in a service firm such as a hotel or a restaurant fran...

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Veröffentlicht in:	Journal of hospitality & tourism research (Washington, D.C.) D.C.), 2012-11, Vol.36 (4), p.537-563
1. Verfasser:	Duverger, Philippe
Format:	Artikel
Sprache:	eng
Schlagworte:	Customer satisfaction Customer services Hotels & motels Innovations Quality of service Studies
Online-Zugang:	Volltext
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