Friday, January 25, 2013

Customer Service

References1 . Aldhizer III , G Cashell , J (2004 guest Relations Management : Risks andControls ingrained Auditor , December 20042 . Blattberg , R .C , Getz , G Thomas , J .S (2001 . Customer Equity Building andManaging Relationships as Valuable Assets Harvard byplay School Press3 . Chapman , J .A Lovell , G (2006 . The Competency Model of cordial reception ServiceWhy It Doesn t Deliver International daybook of Contemporary cordial receptionManagement , Vol . 18 , No . 14 . Freeland , B (2000 . Demands of Training : Australian tourism and hospitalityNCVER , Adelaide5 . Fux , M , Mathieu , D Myrah , T (2007 . Customer Relations Management in AlpineTourist Destination University of Bern , Switzerland6 . Hai-yan , K (2006 . Skills and Work in the Hospitality Sector International Journal ofContemporary Hospitality Management , Vol . 18 , No . 67 . Hausman , G (2006 . CRM Steps into the 21st carbon Hotel Interactive , availableat : http /www .hotelinteractive .com /index .asp ?-id 500 article_id 63348 . Hilton Hotels potbelly (2007 Hilton Hotels to be Acquired by Blackstone PressRelease , 7 June 20079 . Hwang , L Lockwood , A (2006 . discernment the Challenges of ImplementingBest Practices in Hospitality and tourism SMEs Benchmarking : An InternationalJournal , Vol . 13 , No . 310 . Kavanaugh , K (2001 . More than just applied science - CRM Business MagazinesMedia Inc , June 200111 . KMPG-LLP (2006 . Harrah s : A Customer Relationship Management Case StudyKMPF International12 . Kotler ,, Bowen , J Makens , J (2003 . merchandising for Hospitality and touristryPrentice Hall-Pearson Education , New Jersey13 . Kotler ,, Hamlin , M .A . Rein , I Haider , D .H (2002 . Marketing Asian PlacesAttracting Investment , Industry and Tourism to Cities , States and NationsJohn Wiley Sons (Asia ) Pte Ltd , Singapore14 . Liu , W (2002 . Front Office and Room Management in Hotels Higher EducationPress , Beijing15 . Main , H (2003 . Information Technology and the autarkical Hotel - Failing tomake the Connection International Journal of Contemporary Hospitality Management 7 (616 .
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Middleton , V .T .C Clarke , J (2001 . Marketing in Travel and TourismButterworth Heinemann , Oxford17 . Minghetti , V (2003 . Building Customer Value in the Hospitality Industry : Towardsthe Definition of Customer-centric Information System Journal of InformationTechnology 6 (218 . Pechlaner , H Raich , M (2001 . The Role of Information Technology in theInformation Process for Cultural Products and Services in Tourism DestinationsJournal of Information Technology and Tourism 4 (219 . Peppers , D , Rogers , M Dorf , B (1999 . Is Your Company ready for One-to-OneMarketing Harvard Business brushup 77 (120 . Riley , M (undated . Food and Beverage Management : A Review of ChangeSchool of Management , University of Surrey , Guildford , UK21 . Rodriguez , M Espino , T .F (2006 . Developing Relational Capabilities in HotelsInternational Journal of Contemporary Hospitality Management 18 (122 . Siguaw , J .A , Enz , C .A Namasivayam , K (2000 . Adoption of InformationTechnology in US Hotels strategically Driven Objectives23 . Woods , R (2003 . Managing Hospitality Human Resources Tourism PressBeijingPAGEPAGE 1...If you want to get a full essay, order it on our website: Orderessay

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