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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.
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). …