+ Site Statistics
References:
52,654,530
Abstracts:
29,560,856
PMIDs:
28,072,755
+ Search Articles
+ Subscribe to Site Feeds
Most Shared
PDF Full Text
+ PDF Full Text
Request PDF Full Text
+ Follow Us
Follow on Facebook
Follow on Twitter
Follow on LinkedIn

+ Translate
+ Recently Requested

Customer contact



Customer contact



World class service: 145-175



The first of the 5 chapters in this section offers an account of one hotel's successful effort to attract and maintain a foreign market. A description is provided of the joint marketing and training initiative that resulted in more than a 250% increase in 2 years in Japanese business at a Sheraton hotel (Sage, 147-154). The findings of a nationwide tourism study are reported in the next chapter (G.W. Glover, G. Shames and H. Friedman, pp.155-170).

(PDF emailed within 1 workday: $29.90)

Accession: 001790706

Download citation: RISBibTeXText



Related references

Presbyterian improves customer experience. Call center transformation involves software to create business rules for virtually any contact type, while improving the customer experience and access. Health Management Technology 30(8): 26-27, 2010

The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service - the service encounter prospective. Tourism Management 28(6): 1518-1528, 2007

Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange. Journal of Applied Psychology 88(1): 179-187, 2003

The influence of customer-to-customer interactions and role typology on customer reaction. Service Industries Journal: 9 10, 1499-1511, 2008

Interracial contact in the customer clerk situation. Journal of Social Psychology 126(4): 551-554, 1986

Assessing customer contact: work sampling in restaurants. Cornell Hotel and Restaurant Administration Quarterly 32(1): 83-88, 1991

Winning relationships through customer service: initial contact. Journal of the California Dental Association 22(8): 33-6, 38, 1994

Customer loyalty among daily disposable contact lens wearers. Contact Lens & Anterior Eye 38(1): 15-20, 2015

Improving customer service: taking a strategic approach to measuring contact center performance. Health Management Technology 27(5): 34-36, 2006

Relations among measures of trait empathy, empathetic response, and willingness to get involved in customer-contact situations. Psychological Reports 97(2): 378-380, 2005

Linkages between organization climate and work outcomes: perceptual differences among health service professionals as a function of customer contact intensity. Journal of Health and Human Services Administration 36(4): 417-459, 2014

Gaining customer knowledge: obtaining and using customer judgments for hospitalwide quality improvement. Topics in Health Record Management 11(3): 13-26, 1991

The role of customer satisfaction and image in gaining customer loyalty in the hotel industry. Journal of Hospitality and Leisure Marketing 10(1/2): 3-25, 2003

Explicating Hearing the Voice of the Customer as a Manifestation of Customer Focus and Assessing its Consequences. Journal of Product Innovation Management aop(aop), 2012

Building customer value in the hospitality industry: towards the definition of a customer-centric information system. Information Technology and Tourism 6(2): 141-152, 2003