Interpersonal skills training for quality service interactions

@inproceedings{Garavan1997InterpersonalST,
  title={Interpersonal skills training for quality service interactions},
  author={Thomas N. Garavan},
  year={1997}
}
Achieving improvements in customer service is now recognized as a major challenge facing manufacturing and service industries throughout the world. This challenge is particularly pertinent to the tourism and hospitality sector. Notions of quality in the tourism and hospitality sector have changed dramatically in the past 25 years: it was once synonymous with luxury and personalized service; it now counts at all levels of price. Service quality is often presented in the literature as primarily a… CONTINUE READING

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