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SERVICE QUALITY A Study of Service Quality in Small Hotels and Guest Houses. N. Johns,D. Lee-Ross,and H. Ingram. Progress in Tourism and Hospitality Research,vol. 3,no. 4,December 1997,pp. 351-64. Journals Subscriptions,John Wiley and Sons,Ltd.,1 Oldlands Way,Bognor Regis,West Sussex PO22 9SA United Kingdom. $195 annual subscription