International Centre
for Cruise Research
A virtual
centre for research and for
researchers
Abstract
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.
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