... approach, the article describes how employee strategies at the Florida Theme Park (a disguised version of the park’s actual name) lead to the attainment of exceptional service quality. Human resource utilization Theme parks Employee communications Service quality One way to encourage...

..., internal service encounters and internal customer satisfaction have received very little attention. This article explores from a theoretical perspective, the internal service encounters that take place in a hotel and to set a framework of investigation for future empirical research. Hotels Employee...