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Keywords: Customer relations
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Journal Articles
International Journal of Contemporary Hospitality Management (2010) 22 (2): 139–159.
Published: 09 March 2010
... to understand and retain long‐term profitable relationships with customers. The goal is to create greater value for both customers and shareholders (Payne and Frow, 2005). Customer relations Customer service management Value chain Hotels Hong Kong Marketing strategy Table I shows a summary...
Journal Articles
International Journal of Contemporary Hospitality Management (2006) 18 (4): 290–301.
Published: 01 June 2006
...Edwin N. Torres; Sheryl Kline Purpose This article seeks to develop a managerial model that will aid in the effective management of customer relations. This study explains in detail the concepts of satisfaction and delight; their antecedents and potential outcomes. Design/methodology/approach...
