It seems self evident that companies should try to satisfy their customers. Satisfied customers usually return and buy more, they tell other people about their experiences, and they may well pay a premium for the privilege of doing business with a supplier they trust. Statistics are bandied around that suggest that the cost of keeping ..
More than twice as many consumers today believe customer service is improving than in 2008, new research reveals Increasing consumer social digital media activity motivating businesses to deliver better service Consumers twice as likely to switch energy providers than banks, due to poor customer service UK consumers are reporting improved levels of customer service since ..
The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it. But ask yourself this: How often does someone patronize a company specifically because of its over-the-top service? You can probably think of a few examples, such as the traveler who makes a point of returning to a hotel ..
A research report that defines the long term benefits of providing good customer service Customer service — both good and bad — impacts revenue 1. Participants ranked customer service as the #1 factor impacting vendor trust 2. 62% of B2B and 42% of B2C customers purchased more after a good customer service experience 3. 66% ..
B2B Customer Experience Management Best Practice Study from Clear..
Uten godt HR-arbeid blir det umulig å opprettholde et høyt servicenivå. Ansett folk på bakgrunn av holdningene deres, og sørg for å gi medarbeiderne muligheten til å lykkes i møtet med kundene. For stadig flere virksomheter i vår tid blir service selve hovedproduktet. Men fortsatt henger vi igjen i en ledelsestenkning som er konstruer for ..
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 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 ..
By Michael Nowlis, Director of the Senior Executive Programme at London Business School and a consultant in the travel, tourism and hospitality industries. He has also been teaching at the Escuela Universitaria de Hostelería y Turismo in Sant Pol de Mar (Barcelona) for over 20 years. Opprinnelig publisert hos Hostelco 30. mai 2012: http://www.hostelco.com/en/noticies/-/noticias/detalle/64504/noticia_tendencias Sometime in ..