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Journal of Hospitality & Tourism Research, Vol. 16, No. 2, 55-74 (1993)
DOI: 10.1177/109634809301600207

Breaking the Rules: Delivering Responsive Service

Paula Francese

University of New Hampshire

This article explores issues of marketing and organizational behavior that affect customer satisfaction in high-contact service firms. It discusses the results of an empirical research study that examined internal marketing practices in 38 hotels in the United States. The objective of the research was to show that firms that break the traditional rules of bureaucratic structures and managerial behaviors increase responsiveness and customer satisfaction.

Key Words: Key words: responsiveness • customer satisfaction • internal marketing • services • hotels • confirmatory factor analysis.


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