Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 5 of 5
Full-Text Articles in Business
Customer Delight: How Do We Achieve It? Customer Service And Exceeding Expectations, Katherine Landahl
Customer Delight: How Do We Achieve It? Customer Service And Exceeding Expectations, Katherine Landahl
UNLV Theses, Dissertations, Professional Papers, and Capstones
Customer loyalty is one of the greatest marketing goals of any organization. Traditionally, the key to loyalty has been satisfaction. More recently, consumer delight has been linked as having a stronger connection to loyalty. This paper explores through a literature review, the connections between customer service, loyalty, satisfaction, and delight through the lens of the experience economy. Then, recommendations are provided for academics and hospitality professionals alike on how to delight customers through future research and front-line employee policies and procedures.
The Impact Of Airport Service Quality Dimension On Overall Airport Experience And Impression, Redha Widarsyah
The Impact Of Airport Service Quality Dimension On Overall Airport Experience And Impression, Redha Widarsyah
UNLV Theses, Dissertations, Professional Papers, and Capstones
This research examines the relationship between seven airport service dimensions (Access, Services and Facilities, Dining, Shopping, Service Personnel and Security, Environment, and Immigration and Customs) and overall passenger perceptions of service quality. The study used convenience sampling collecting data from a total of 304 travelers who were passengers at four major international airports in the West Coast region of United States - Las Vegas McCarran International, Los Angeles International, San Francisco International, and Seattle-Tacoma International. The data was collected online through Qualtrics with a self-administered questionnaire and it was analyzed using multiple linear regression.
Airport access, environment, dining, and immigration …
Luxury As Culture: A Leader’S Guide To Luxury Service, Aldo Contreras Alba
Luxury As Culture: A Leader’S Guide To Luxury Service, Aldo Contreras Alba
UNLV Theses, Dissertations, Professional Papers, and Capstones
The luxury guest is a sophisticated world traveler, loaded with high expectations, hungry for the next must-see hot spot for business or leisure. As such, international hotel companies are on a quest to find unforgettable locations worldwide in order to provide their loyal followers an unrivaled experience, and stay one-step ahead of the competition. Orchestrated of high-end tangible comforts, beautiful structures, and elegantly appointed décor, the luxury segment may be defined by the words “Five-Star” and “Five-Diamond” – as these are the global synonyms to luxury that creates the ultimate upgrade to travel and leisure. However, the most commonly known …
Recommendations For Online Training In Hospitality Organizations, Geoffrey L. Wellen
Recommendations For Online Training In Hospitality Organizations, Geoffrey L. Wellen
UNLV Theses, Dissertations, Professional Papers, and Capstones
Delivering consistent customer experiences is often a key driver of customer satisfaction in the leisure and hospitality industry. However, consistency can be compromised if new and existing employees are not adequately prepared for their roles and duties. The leisure and hospitality industry hires many new staff each year due to general industry growth and employee turnover. Training and development is therefore important for the industry to meet staffing requirements and to deliver consistent customer experiences. The rapid and significant developments in online training and education since mid 1990 have increased the size and knowledge of the candidate pool available to …
Effects Of Service Level With Low Unemployment Rate In Macau, Hou Ian Chui
Effects Of Service Level With Low Unemployment Rate In Macau, Hou Ian Chui
UNLV Theses, Dissertations, Professional Papers, and Capstones
Justification and Objectives: With this background in mind, there is an important question that has not been answered in the context of Macau’s hospitality industry: Does the workforce display what Gu and Siu (2009) called “mediocre interpersonal skills” (p. 561) because of innate shortcomings in the workforce, or because of voluntary behavior on the part of the workforce? The proposed paper will use Osterman’s (1994) theoretical framework of employment incentives and with reference to the research being conducted by Venetian Macau.
Purpose Statement: The purpose of this study is to quantitatively measure the links between the variables of employee service …