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Whatever it Takes? Managing `Empowered' Employees and the Service Encounter in an International Hotel Chain
14 references·0 citing·39 second hop
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References

  • 1990The Tourist Gaze: Leisure and Travel in Contemporary Societies3,497 cited
  • 1995Human Resource Management926 cited
  • 1994Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life.873 cited
  • 1992THE CULT[URE] OF THE CUSTOMER596 cited
  • 1987Strategy or Structure? Capital, Labour and Control352 cited
  • 1993Reassessing Human Resource Management344 cited
  • 1990Total Quality Management289 cited
  • 1991Consumers' Reports: Management by Customers in a Changing Economy236 cited
  • 1990Managing the Service Encounter: A Focus on the Employee164 cited
  • 1994Making Quality Critical: New Perspectives on Organizational Change131 cited
  • 1991TQM and the Management of Labour125 cited
  • 1994‘Internal Marketing’ As an Approach to Human Resource Management: A New Perspective Or A Metaphor Too Far?55 cited
  • 1997International Hospitality Management: Corporate Strategy in Practice55 cited
  • 1995Total quality management in a luxury hotel: A critique of practice40 cited

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