Severt, Denver; Aiello, Taryn; Elswick, Shannon; Cyr, Cheryl - In: International Journal of Contemporary Hospitality Management 20 (2008) 6, pp. 664-678
Purpose – The purpose of this paper is to explore an organization‐wide philosophy of hospitality in a hospital setting … as a method for enhancing service excellence was in place and supported by top management. The hospital aimed to offer … hospitality to patients on par with the hospitality experience offered to hotel guests. A department of hospitality services, a …