Kivela, Jakša
      Critical service encounters in Hong Kong restaurants: what the visitors are saying / Jakša Kivela.

KST: 133; KST: 224; KST: 1043
* kadrovi i ljudski resursi * ugostiteljstvo - izvansmještajni kapaciteti * Istočna Azija i Pacifik
* znanstveni članak

* human resources * catering - nonaccommodation facilities * East Asia and the Pacific
* customer feedback * restaurants * Hong Kong * analysis * delivering quality service * critical incident technique

U: Tourism : an international interdisciplinary journal. Vol. 49 (2001), No. 2. - 87-97.

---