Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 3 of 3
Full-Text Articles in Business
Methods Of Teaching Social Intelligence And Its Impact On Service Quality, Martee Fischman
Methods Of Teaching Social Intelligence And Its Impact On Service Quality, Martee Fischman
UNLV Theses, Dissertations, Professional Papers, and Capstones
Current literature on social intelligence was reviewed and analyzed and most was focused on the general understanding of social intelligence and methods of measurement. There is little literature that connects social intelligence to the business world and none that focuses on the hospitality industry. It is important to fill the gap in research because social intelligence could have a significant impact on service quality, which in turn affects revenues. The current literature provides a good foundation, but more research is needed in the hospitality industry to determine the impact social intelligence actually has on service quality. Experimentation utilizing several measurement …
A Study On Employee Engagement Program In Full Service Hotel, You Han
A Study On Employee Engagement Program In Full Service Hotel, You Han
UNLV Theses, Dissertations, Professional Papers, and Capstones
No abstract provided.
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.