Customer service innovations in the Indian hospitality industry Purpose The hospitality industry the world over is transforming from a product-focused, physical-asset-intensive business to a customer-focused, experience... S Bharwani,D Mathews - 《Worldwide Hospitality & Tourism Themes》 被引量: 4发...
Today, customer satisfaction alone is not enough anymore in the tourism and hospitality industry in order to win the loyalty of guests. Instead, the industry need to achieve service excellence by delighting their guests with a set of drivers of excellence. Despite the relevance of the topic to ...
Moderating Effect of Marketing Communication on the Relationship between Service Innovation Capability and Service Excellence in Hospitality Industry- A Co... Amid the year 2001-2014, the hospitality industry has an average rate of 6.98%. In spite of the fact that developing, the hotel industry con...
Increasing and maintaining service excellence in the tourism and hospitality industry are known to enhance the customers' satisfaction and could bring more profits to the organisations. This conceptual paper focuses on the antecedents of service excellence, in particular the relationship with service charac...
Service Quality, Customer Satisfaction and Customer Retention in the hospitality industry: Keys to achieve tourism growth. S. Melisidou 1, N. Theocharis 2 Dpt. Of Tourism Administration, T.E.I. of Athens, Athens, Greece, Tel: +30 6974366280, Fax: +30 2103212276, E-mail: smelisidou@gmail...
A Akbaba - 《International Journal of Hospitality Management》 被引量: 613发表: 2006年 Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry The purpose of the study is to examine customers' perceptionsof service quality in the Croatian hotel industry. The...
1. Introduction The importance of employee–customer interaction is especially crit- ical in high contact service industries (e.g., call centers, hospitals, con- Although the ability of front line employees to take initiative and sulting, legal services, hospitality industry, etc.). High contact...
The Excellent Service Award (EXSA) 2017 – Star presentation ceremony for the hospitality sector, held on 20 November 2017 at Kallang Theatre, was graced by Dr Koh Poh Koon, Senior Minister of State, Ministry of Trade and Industry and Ministry of National Development....
The Excellent Service Award (EXSA) 2017 – Star presentation ceremony for the hospitality sector, held on 20 November 2017 at Kallang Theatre, was graced by Dr Koh Poh Koon, Senior Minister of State, Ministry of Trade and Industry and Ministry of National Development....
2.TheArtofManagingtheCustomer•Identifydifficultcustomercharacteristicsandfindingtherightmethodtoassistthem.•Explainthevalueofacomplaint.•Tocollectivelyidentifythetypesofdemands;thecommondemandsapposedbyiratecustomersinthehospitalityindustry.•3.ListeningSkills •Understandingtheimportanceoflisteningskills.•...