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Full-Text Articles in Business
Digital Disruption In The Financial Services Industry: The Emergence Of Fintech, Alex Guenther
Digital Disruption In The Financial Services Industry: The Emergence Of Fintech, Alex Guenther
Honors Program Theses and Projects
Financial services, traditionally consisting of banking, asset management, lending, insurance, and payment systems, are facing a perfect storm brought on by technological innovation and shifting customer expectations. Such changes have exposed a gap in the financial services space between those who have access and those who do not. Traditional financial institutions have been hindered in pursuing strategies of financial inclusion to large underserved and underbanked populations. There is a major opportunity for financial technology companies to alter the competitive dynamics in an industry that has long been dominated by major banks and other large financial institutions. ‘Fintech’, as it is …
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.
Evaluating E-Relationship Marketing Features On Hotel Mobile Apps, Xiaolin Lu
Evaluating E-Relationship Marketing Features On Hotel Mobile Apps, Xiaolin Lu
UNLV Theses, Dissertations, Professional Papers, and Capstones
The advent of technology has changed the course of marketing in both the academic and the business field. Given the increasing number of mobile transactions, hotel companies have launched mobile applications (apps) as an alternative e-relationship marketing (e-RM) channel. This study modified a progressive five-level e-relationship building model. The model was employed to evaluate e-RM features of the top 10 hotel companies’ mobile apps. The results indicated that these hotel companies maintained e-RM feature sophistication at the lower levels (Basic and Reactive), but relatively speaking, they did not utilize e-RM features extensively at the higher levels (Accountable, Proactive and Partnership). …
Examining The Effects Of Casino Lottery Promotions, Maria Colin Magaña
Examining The Effects Of Casino Lottery Promotions, Maria Colin Magaña
UNLV Theses, Dissertations, Professional Papers, and Capstones
Casinos employ marketing and promotional activities to attract and retain customers within the competitive industry. Promotions awarding players thousands of dollars are not uncommon. To capitalize on this investment, the success of these promotional activities is crucial. The effectiveness of casino promotions has been scarcely examined within research. Only a few studies have directly examined the impact of casino lottery promotions (Lucas & Bowen, 2002; Lucas et al., 2006; Suh et al., 2014). Literature on promotional games can be used to fill the gap in knowledge regarding casino lottery promotions and to provide a starting point for future research. This …
Customer Satisfaction In Communicating With Reservation Staffs Of Thai Airways International, Alina Homsangpradit
Customer Satisfaction In Communicating With Reservation Staffs Of Thai Airways International, Alina Homsangpradit
Theses Digitization Project
The purpose of this research study is to investigate the correlation between the level of customer satisfaction and demographic data. The correlation between the level of customer satisfaction towards THAI'S reservation staff and customer's attitude, and the communication behavior of THAI's reservation staff.
Banking Programs For Employer Clusters The Benefits Of A Territory Based Sale Program, Ana Elsa Montes
Banking Programs For Employer Clusters The Benefits Of A Territory Based Sale Program, Ana Elsa Montes
Theses Digitization Project
The purpose of this project is to gain a better understandng of the sales opportunities available to credit unions through business-to-business relationship selling. This cluster-based approach will focus on techniques and tactics to increase sales. The project differentiates the market by companies in Riverside and San Bernardino Counties, referred to as the Inland Empire. The project will reveal the benefits of instituting a territory based sales program similar to Arrowhead Credit Union's that encourages sales professionals to learn about their region's nuances. More importantly, it addresses the advantages of relationship selling over numbers based selling.