TY  - JOUR
AB  - Presents the findings of research carried out by Hilton International into its customers′ and employees′ attitudes and expectations; describes the company′s subsequent actions. Looks at how employee empowerment and the creation of ′The Hilton Promise′ have lead to significant improvements in service quality. Describes ′The Hilton Club′ ‐ a database of guests′ information and preferences which allows staff to cater to guests′ needs before they even arrive.
VL  - 1
IS  - 5
SN  - 0960-4529
DO  - 10.1108/09604529110028751
UR  - https://doi.org/10.1108/09604529110028751
AU  - Hirst M.
PY  - 1991
Y1  - 1991/01/01
TI  - Newer and better ways
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
Y2  - 2024/05/01
ER  -