International Centre for Cruise Research
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Enz, Cathy A.   "Burdened with Hidden Baggage: The Customer in Our Midst," Cornell Hotel & Restaurant Administration Quarterly, 2001, 42:6 (December), 3

Relates the experience of the author onboard a cruise ship. Importance of caring for employees to ensure satisfactory guest service in the hospitality industry; Attitude of ship crew towards demanding passengers; Plans of human-resources manager of hosting events for crew members.