Cross-cultural service encounters in the hospitality industry and the effect of intercultural sensitivity on employee performance / Steve Sizoo...[et al.].

KST: 2413; KST: 216-2; KST: 2221
* management ugostiteljskog poduzeća * kvaliteta u turizmu * hotelijerstvo
* znanstveni članak
* quality management * total quality management * hotels * Malcolm Baldrige National Quality Award * case study

* management of catering enterprise * quality in tourism * hotel industry

1. Sizoo, Steve
2. Iskat, Wilfried
3. Plank, Richard
4. Serrie, Hendrick


U: International journal of hospitality and tourism administration. Vol. 4 (2003), No. 2. - 61-77.

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