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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).

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Accession: 001790706

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