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Journal Articles

Benchmarking hotel service quality using two-dimensional importance-performance benchmark vectors (IPBV)

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Nigel Hemmington, Peter Beomcheol Kim, Cindie Wang
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2018) 28 (1): 2–25.
https://doi.org/10.1108/JSTP-06-2017-0103
Published: 12 January 2018
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Journal Articles

Agreement on service performance ratings between frontline employees and their supervisor

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Peter BeomCheol Kim, Kevin D. Carlson
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2016) 26 (5): 721–740.
https://doi.org/10.1108/JSTP-04-2015-0110
Published: 12 September 2016
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