Page 57 - Special Topic Session (STS) - Volume 4

STS560 James Houran et al.
customer satisfaction surveys, and employee 360-degree performance
reviews. Clearly, this opens a new area for research and practical applications.

References
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Systems, 1, 78-92.

2. Houran, J., Tracey, J. B., & Lange, R. (2017). The hospitality ‘X Factor’ in
non-management employees, psychometrically speaking. Paper
presented at the Cornell Hospitality Research Summit (CHRS), Oct 5-
7, Ithaca, New York.
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