Rationale of the study: The measurement and management of service quality are fundamental to the survival and success of service companies (Legcevic, 2008). The hotel sector is a large segment of the service industry which provides services and accommodations to a wide range of customers. To make sure that a hotel is satisfying its customers’ […]
The Sao Paulo Case ABSTRACT The paper sets out to produce an outline customer relationship plan for a Brazilian hotel which has recently been taken over by a globally branded hotel chain. It begins with a review of selected literature which contains knowledge, techniques and ideas relevant to a customer relationship plan. Terms are defined […]
CRM entails all aspects of interaction a company has with its customer, whether it is sales or service related. It even uses technology to streamline processes that impact customer loyalty, service delivery and quality management. Today, businesses are facing an aggressive competition and they have to make Efforts to survive in a competitive and uncertain […]
Customer Relationship Management, or CRM, has many perspectives and definitions that illustrate its fundamental thrust, that of trying to present a holistic strategy for managing customer relationships by getting to know the customers and their needs better, communicating with them more effectively and trying to fulfil these needs (Payne, 2005, Pp. 1 – 2). Because […]
In today’s world economy, information technology (IT) has driven fundamental changes in the nature and also the application of technologies in a business. The use of IT in its value chain provides the company a very strong strategically and tactical tools. If these tool are properly applied and used could bring great advantages in promoting […]
FINDINGS & DISCUSSSIONS Customer awareness, taken as a dependent variable and customer preference towards Thomas Cook taken as the independent variable, showed that the former has no significant impact on the latter (as described in the analysis of the first hypothesis where the null hypothesis was accepted and the alternate hypothesis was rejected). Therefore, it […]
Lists of different places with different prices whether it is cheap or expensive or either it has a hotel or car package for the customers’ flights. It helps the customers to choose what they really like or what they can afford. British Airways did this because they knew that people have different taste, different needs […]
Customer loyalty and satisfaction are important in any service industry; however, they are especially important in the hotel industry. When a customer is satisfied with their experience at a hotel, then they will then refer that hotel to their friends and family, as well as continue to use the hotel themselves, therein being thus remaining […]
The hotel that I have chosen is Hilton London Green Park Hotel. This hotel is situated approximately 45 minutes from Heathrow airport via tube and is located within the easy reach of all the local tourist attractions and major business centres a perfect combination of business as well as for tourist visit in London.(55) It […]
INTRODUCTION Kampala Sheraton Hotel is an international hotel in Kampala, Uganda. It is situated on Ternan Avenue in the central division of Kampala. Sheraton Hotel Kampala is part of the Starwood Hotels and Resorts Worldwide Incorporation. Sheraton is located at the heart of Kampala. Sheraton Kampala serves the needs of upscale business and leisure travelers […]
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