ABSTRACT
To define how research plays a role in developing customer service and quality initiatives.
To identify how strategies are deployed as major managerial strategies within the service industry.
To present a ten-step process that identifies and supports changes in customer service and quality strategies.
To provide a discussion of the various stages of customer development.
To delineate the managerial strategies of continuous quality improvement and total quality management within the hospitality industry.
To assess the likely directions and future trends for customer service and quality strategies within the hospitality industry.
