How well do you know your customers? It’s certainly a tough thing to evaluate. Luckily, one fantastic tool we have in our arsenal for creating happy customers is research in social psychology. We also have data on company-customer interaction. With these insights into the human mind and research studies on customer loyalty, we can more ..
Abstract The relationship between specific “bundles” of human resource management (HRM) policies and practices and organisational performance in the hospitality industry is not well understood. Based on open-ended interviews with managerial staff, and examination of management documents, the human resource management policies and practices adopted by a luxury hotel in support of a strategic decision ..
Abstract Direct competition between full service airlines and no-frills carriers is intensifying across the world. US and European full service airlines have lost a significant proportion of their passengers to low cost carriers, the experience now being repeated in the domestic markets of Asia. This paper attempts to provide answers to a number of critical ..
Abstract Evidence on the impact of amplification effects on supply chain performance primarily has been derived from studies in manufacturing industries. In this article we reported on a case study from the telecommunication industry and aimed to analyze relevant root causes and associated countermeasures of the amplification phenomenon in service supply chains. Our case findings ..
Abstract This paper seeks to improving our understanding of air passengers’ decision-making processes by testing a conceptual model that considers service expectation, service perception, service value, passenger satisfaction, airline image, and behavioural intentions simultaneously. For this testing, path analysis via maximum likelihood estimator is applied to data collected from Korean international air passengers. Service value, ..
Abstract A large perspective shift is informing corporate strategies in modern economies. Such strategies, once focused on product manufacture, are now aimed at providing product-service systems (PSS) i.e. systemic solutions including products and services. Designers, who have usually focused their activity on material products, have rarely been involved in the debate about the development of ..
Av Michael Nowlis, Dean ved Center for Corporate and Professional Education, Stevens Institute of Technology, USA. Opprinnelig publisert hos Veille Tourisme, 4. juni 2009: http://veilletourisme.ca/2009/06/04/global-tourism-black-clouds-with-silver-linings/ Stormy Skies on the Horizon The global economy has fallen off a cliff and no one is sure when it will hit bottom. According to the International Monetary Fund (IMF), the world’s advanced economies ..