At the heart of Club Med's quality policy is the integration of customers and employees . This not only avoids the classic guest/staff relationship, but helps employees to pin‐point potential customer complaints and to evolve future quality standards.
KOCHAN, A. (1991), "Club Med goes for quality", Managing Service Quality: An International Journal, Vol. 1 No. 4, pp. 229-231. https://doi.org/10.1108/eb006138Download as .RIS
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