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Author : Christo Boshoff
Publisher :
ISBN 13 : 9780958340458
Total Pages : 38 pages
Book Rating : 4.55/5 ( download)
Download or read book An Experimental Study of Service Recovery Options written by Christo Boshoff and published by . This book was released on 1995 with total page 38 pages. Available in PDF, EPUB and Kindle. Book excerpt:
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Publisher : International University College
ISBN 13 :
Total Pages : 169 pages
Book Rating : 4./5 ( download)
Download or read book European Journal of Tourism Research written by and published by International University College. This book was released on 2011-10-01 with total page 169 pages. Available in PDF, EPUB and Kindle. Book excerpt: The European Journal of Tourism Research is an academic journal in the field of tourism, published by Varna University of Management, Bulgaria. Its aim is to provide a platform for discussion of theoretical and empirical problems in tourism. Publications from all fields, connected with tourism such as tourism management, tourism marketing, sociology, psychology, tourism geography, political sciences, mathematics, tourism statistics, tourism anthropology, culture, information technologies in tourism and others are invited. The journal is open to all researchers. Young researchers and authors from Central and Eastern Europe are encouraged to submit their contributions. Regular Articles in the European Journal of Tourism Research should normally be between 4 000 and 20 000 words. Major research articles of between 10 000 and 20 000 are highly welcome. Longer or shorter papers will also be considered. The journal publishes also Research Notes of 1 500 – 2 000 words. Submitted papers must combine theoretical concepts with practical applications or empirical testing. The European Journal of Tourism Research includes also the following sections: Book Reviews, announcements for Conferences and Seminars, abstracts of successfully defended Doctoral Dissertations in Tourism, case studies of Tourism Best Practices. The European Journal of Tourism Research is published in three Volumes per year. The full text of the European Journal of Tourism Research is available in the following databases: EBSCO Hospitality and Tourism CompleteCABI Leisure, Recreation and TourismProQuest Research Library Individual articles can be rented via journal's page at DeepDyve. The journal is indexed in Scopus and Thomson Reuters' Emerging Sources Citation Index. The editorial team welcomes your submissions to the European Journal of Tourism Research.
Author : Yuhang Yang
Publisher : Springer Science & Business Media
ISBN 13 : 3642354408
Total Pages : 743 pages
Book Rating : 4.03/5 ( download)
Download or read book Proceedings of the 2nd International Conference on Green Communications and Networks 2012 (GCN 2012): Volume 4 written by Yuhang Yang and published by Springer Science & Business Media. This book was released on 2013-02-15 with total page 743 pages. Available in PDF, EPUB and Kindle. Book excerpt: The objective of the 2nd International Conference on Green Communications and Networks 2012 (GCN 2012) is to facilitate an exchange of information on best practices for the latest research advances in the area of communications, networks and intelligence applications. These mainly involve computer science and engineering, informatics, communications and control, electrical engineering, information computing, and business intelligence and management. Proceedings of the 2nd International Conference on Green Communications and Networks 2012 (GCN 2012) will focus on green information technology and applications, which will provide in-depth insights for engineers and scientists in academia, industry, and government. The book addresses the most innovative research developments including technical challenges, social and economic issues, and presents and discusses the authors’ ideas, experiences, findings, and current projects on all aspects of advanced green information technology and applications. Yuhang Yang is a professor at the Department of Electronic Engineering, Shanghai Jiao Tong University. Maode Ma is an associate professor at the School of Electrical & Electronic Engineering, Nanyang Technological University.
Author : Bowen, Gordon
Publisher : IGI Global
ISBN 13 : 1522573453
Total Pages : 473 pages
Book Rating : 4.56/5 ( download)
Download or read book Leveraging Computer-Mediated Marketing Environments written by Bowen, Gordon and published by IGI Global. This book was released on 2019-01-25 with total page 473 pages. Available in PDF, EPUB and Kindle. Book excerpt: Social media has redefined the way marketers communicate with their customers, giving consumers an advantage that they did not have previously. However, recent issues in online communication platforms have increased the challenges faced by marketers in developing and retaining their customers. Practitioners need to develop effective marketing communication programs that incorporate the meaningful forms of sociality into a customer-driven marketing program. Leveraging Computer-Mediated Marketing Environments discusses the nature of heightened interaction between marketers and consumers in the evolving technological environments, particularly on the central nature of online communities and other emerging technologies on dialogic engagement. Additionally, it aims to examine the relevant roles of online communities and emerging technologies in creating and retaining customers through effective dialogue management. Highlighting brand strategy, e-services, and web analytics, it is designed for marketers, brand managers, business managers, academicians, and students.
Author : Ines Nee
Publisher : Springer
ISBN 13 : 3658139986
Total Pages : 235 pages
Book Rating : 4.88/5 ( download)
Download or read book Managing Negative Word-of-Mouth on Social Media Platforms written by Ines Nee and published by Springer. This book was released on 2016-06-07 with total page 235 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ines Nee makes important key contributions to service recovery research by analyzing the effect of management response content towards negative online customer reviews on the observer’s purchase intention. This study is the first to provide a conceptual basis of observers’ behavioral reactions towards organizational complaint handling in the context of social media and to empirically test the effect of the two most resource-intensive response options of compensation and explanation. With the help of a profound experimental design, the author detects strategies on how hotel companies should respond towards negative online customer reviews in order to increase the observer’s purchase intention and the hotel company’s return on complaint management.
Author : Klaus Schöfer
Publisher : diplom.de
ISBN 13 : 3832462910
Total Pages : 283 pages
Book Rating : 4.18/5 ( download)
Download or read book Customer Evaluations of Service Failure and Recovery Encounters written by Klaus Schöfer and published by diplom.de. This book was released on 2003-01-10 with total page 283 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: Although many firms may aspire to offer zero defects service, the possibility of service failures cannot be wholly eliminated simply because of the variety of factors that may impact on the delivery process. Consequently, the manner in which firms respond to service failures is increasingly seen as a factor that may separate the more successful firms form the others. This response, termed service recovery, is defined as the process by which the firm attempts to rectify a service failure. Some researchers suggest that a firm s response to failures can either reinforce customer relationships or exacerbate the negative effects of the failure. In fact, some assert that it is often a firm s response to a failure, rather than the failure itself, that triggers discontent. Recoveries are critical because customers perceiving poor recovery efforts may dissolve the buyer-seller relationship and purchase elsewhere. Such customer turnover can be costly, especially given that it costs more to win new customers than it does to retain current ones. As a consequence, service failure and recovery encounters have been recognised as critical moments of truth for organisations in their efforts to satisfy and keep customers. Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company s response to service failure and recovery encounters. Using perceived justice theory as a conceptual foundation, the current research develops and tests a model that (1) explains how customers evaluate service failure and recovery encounters and (2) how these evaluations affect customer satisfaction and subsequent post-purchase behaviour and attitudes. The study employed a two-stage research strategy. The first phase of the research included an extensive literature review and exploratory research involving semi-structured interviews and experiments. This first stage resulted in the development of a research model establishing the links between the antecedents and outcomes of customer satisfaction judgments involving service failure and recovery encounters. In the second phase, the proposed conceptual model was evaluated through a self-administered, cross-sectional survey. Respondents were requested to recall a time when they complained to a travel and tourism services provider about a failed [...]
Author : Erdogan Koc
Publisher : CABI
ISBN 13 : 1786390671
Total Pages : 244 pages
Book Rating : 4.77/5 ( download)
Download or read book Service Failures and Recovery in Tourism and Hospitality written by Erdogan Koc and published by CABI. This book was released on 2017-10-20 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff. This book is enhanced with supplementary resources. The customizable lecture slides can be found at: www.cabi.org/openresources/90677
Author : Catenazzo, Giuseppe
Publisher : IGI Global
ISBN 13 : 1799888428
Total Pages : 268 pages
Book Rating : 4.20/5 ( download)
Download or read book Challenges and Opportunities for Transportation Services in the Post-COVID-19 Era written by Catenazzo, Giuseppe and published by IGI Global. This book was released on 2022-05-06 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: During the pandemic, transportation industries have heavily suffered from the overall lack of passengers. A substantial share of employees have has been laid-off, and others have turned to different industries. As mass vaccinations begin worldwide, movement restrictions will continue to evolve and disappear in the months to come, and new opportunities and challenges for transportation industries must be considered in a post-pandemic world. Challenges and Opportunities for Transportation Services in the Post-COVID-19 Era explores the challenges and the new directions to match travelers’ needs in a post-COVID-19 world and illustrates several methodological applications in transportation to inspire scholars, researchers, and developers to further their efforts in boosting the design and use of sustainable mobility. Covering a range of topics such as green resilience and sustainability, it is ideal for transportation service managers, government officials, developers, engineers, decision- makers, analysts, academicians, researchers, instructors, and students.
Author : Wilson Ozuem
Publisher : Universal-Publishers
ISBN 13 : 1627347402
Total Pages : 386 pages
Book Rating : 4.02/5 ( download)
Download or read book Harnessing Omni-Channel Marketing Strategies for Fashion and Luxury Brands written by Wilson Ozuem and published by Universal-Publishers. This book was released on 2019-11-15 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides a contemporary theoretical insight into the fashion and luxury industry, addressing potential gray areas within the literature. The authors analyze the luxury and fashion industry using multiple perspectives, allowing for a critical comprehensive overview of the phenomenon across diverse streams. The book provides insight into fashion and luxury retailing in the context of both online and brick and mortar retailers based on a variety of market scenarios. It deciphers the rationale of customer behavioral and decision making in online and offline luxury and fashion purchasing contexts. It provides an overview of the challenges that the industry faces with the advent of the evolving omni-channel environment. The multiple theoretical and practical nuances of the fashion and luxury industry are presented. In this sense, the book is a fundamental reference point for the students and academics. This book will be of interest to practitioners in the fashion and luxury retailing sectors. Also, many policy makers will find the conceptual and exploratory insight of this book relevant to their organizational and retailing policies. The new knowledge that is produced in this book is a ground breaker in the fashion and luxury literature. It offers insight from both theoretical and practical perspectives from both retailer and customer perspectives.
Author : Roger Lee
Publisher : Springer Nature
ISBN 13 : 3031533852
Total Pages : 200 pages
Book Rating : 4.53/5 ( download)
Download or read book Big Data and Data Science Engineering written by Roger Lee and published by Springer Nature. This book was released on with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt:
