... they can be reached more directly. Ken Butcher can be contacted at: k.butcher@griffith.edu.au © Emerald Group Publishing Limited 2011 Knowledge management Hospitality management Customer service management Training Business improvement People [in small/medium hospitality...

... Publishing Limited 2011 Hotels Customer service management Customer satisfaction Quality concepts United Kingdom The ability of an organization to attract and retain customers is vital to its success. Customer loyalty requires a strong desire by the customer for a product...

... 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...

... for hospitality managers based on empirical evidence. Hospitality management Trust Customer service management Job satisfaction Employee relations Good employee‐management relationship is the key to the success of a hospitality organization. Employee job dissatisfaction and poor dedication...

... Customer service management Customer satisfaction Consumer behaviour India United States of America Service quality is one of the heavily researched topics in management research with various studies having been conducted to study different factors that constitute service quality and its effect...

..., employee dedication and pro‐social behaviour are perceived as higher level than if it is perceived as being used at lower level. Originality/value This paper offers useful insights for hotel managers based on empirical evidence. Hospitality services Transformational leadership Customer service...

... really bad or really delightful services. Customer satisfaction Customer relations Hotels Human resource management Customer service management Frequently dissatisfied customers leave firms that fail to perform up to their expectations. The feeling of risk or danger associated...

... and catering industry Ireland Purchasing Food industry Customer service management A review of the literature on customer service and the foodservice sector, combined with key informant interviews, identified a preliminary list of customer service attributes that were most likely to be relevant...