Chapman, Judith A.; Lovell, Genevieve - University of Western Sydney; College of Business; … - 2006
/methodology/approach ? Discussion focuses on the hospitality service encounter and the skills and competencies needed by front-line employees to satisfy … systems. Implies that research is needed on the nexus between the service encounter and the competencies needed by employees … service encounter with skills and competencies. Provides diagnostic questions for senior management to review their attitudes …