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Articles 1 - 3 of 3
Full-Text Articles in Business
An Evaluation Of Relationship Marketing And Customer Retention Practices In The Hotel Industry, Lisa Kenny
An Evaluation Of Relationship Marketing And Customer Retention Practices In The Hotel Industry, Lisa Kenny
Theses
Customer relationships have received considerable attention from both academics and practitioners. It is accepted that relationship marketing is keeping, not just getting customers, (Berry, 1983). However, it has been criticised that firms frequently focus on attracting customers (the “first act”) but then pay little attention to what they should do to keep them (the “second act”) (Berry and Parasuraman, 1991). It has been demonstrated that it is far less expensive to retain a customer than to acquire a new one. The increasing emphasis of relationship marketing is based on the assumptions that building committed customer relationships results in guest satisfaction, …
How Green Is Your Hotel? : An Examination Of Environmentally Friendly Practices Of The Phuket Hotel Industry, Aungkan Thongkao
How Green Is Your Hotel? : An Examination Of Environmentally Friendly Practices Of The Phuket Hotel Industry, Aungkan Thongkao
Theses: Doctorates and Masters
The global hospitality industry is currently facing many challenges from the external business environment. These include the effects of global recession, a downturn in overall trade and an increased demand for service excellence from a much more quality conscious clientele. A more recent challenge, however, relates to an increase in global awareness of environmental issues. Contemporary consumers require goods and services to be produced, or delivered, in environmentally friendly ways. As a result, managers are being forced to reconsider their business strategies and activities. Indeed a wide range of industries has already responded to consumers' dictates on conservation issues. It …
Cross-Cultural Pragmatics: Politeness For The Customer In Spoken Aspects Of Service In The Restaurant In Australian English And Japanese, Chieko Imaeda
Theses: Doctorates and Masters
In listening to members of different cultures, it is possible to feel bad, even while recognising that the speaker is trying to speak politely. Sometimes we do not feel very comfortable with someone else’s speech, even though their expressions might be very polite with the choice of specific linguistic forms to show a high level of formality such as terms of address and specific types of formulaic expression such as ' I (don 't) think ... ' or ' I (don't) believe' . The speaker may be intending to speak politely in a considerate way. But the hearer's reaction may …