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HOSP 1410 - Principles of Service Management : Welcome

Suggested Readings

Hospitality Industry and Customer Service

Ibok, N., Victoria, S., & Agu, G. (2012). Investigating the Relative Importance of Customer Recovery Strategies in the Hospitality IndustryCanadian Social Science8(6), 130-136. 

 Hae Jin, Y., Nusair, K., Parsa, H. G., & Naipaul, S. (2010). Price Formats, Discounts, and Consumers' Perceptions: A Comparison Between Hospitality and Non-Hospitality Industries.Journal Of Foodservice Business Research13(1), 51-65.

 JUNGSUN, K., & HARDIN, A. (2010). The Impact of Virtual Worlds on Word-of-Mouth: Improving Social Networking and Servicescape in the Hospitality IndustryJournal Of Hospitality Marketing & Management19(7), 735-753. 

 

Hospitality Industry and Customer Satisfaction

Shinyi, L., Ryan, B., Hailin, Q., & Martin, L. (2010). A Study of the Relationship Between Hotel Informative Service Setting Items and Customer SatisfactionJournal Of Quality Assurance In Hospitality & Tourism11(2), 111-131.

 Severt, D. E., & Rompf, P. D. (2006). Consumers' Perceptions of Fairness and the Resultant Effect on Customer SatisfactionJournal Of Hospitality & Leisure Marketing15(1), 101-121. 

 Alonso, A., & O'Neill, M. A. (2011). What Defines the 'Ideal' Hospitality Employee? A College Town CaseInternational Journal Of Hospitality & Tourism Administration12(1), 73-93. 

 Sim, J., Mak, B., & Jones, D. (2006). A Model of Customer Satisfaction and Retention for Hotels.Journal Of Quality Assurance In Hospitality & Tourism7(3), 1-23. 

 Kyle, G. T., Theodorakis, N. D., Karageorgiou, A., & Lafazani, M. (2010). The Effect of Service Quality on Customer Loyalty within the Context of Ski ResortsJournal Of Park & Recreation Administration28(1), 1-15.

 

Hospitality Industry and Customer Satisfaction and Technology

Cobanoglu, C., Berezina, K., Kasavana, M. L., & Erdem, M. (2011). The Impact of Technology Amenities on Hotel Guest Overall SatisfactionJournal Of Quality Assurance In Hospitality & Tourism12(4), 272-288.

 Yeh, R. J., Leong, J. K., Blecher, L., & Lai, H. S. (2005). Analysis of Hoteliers' E-Commerce and Information Technology Applications: Business Travelers' Perceptions and Needs. International Journal Of Hospitality & Tourism Administration6(2), 29-62.

 Mason, D. M., & Roberts, E. (2004). Guest Perceptions and Uncertainty: A Study of the Hotel Booking ProcessInternational Journal Of Hospitality & Tourism Administration5(3), 49-68. 

 Zehrer, A., & Pechlaner, H. (2006). Response Quality of E-Mail Inquiries—A Driver for Knowledge Management in the Tourism Organization?. Journal Of Quality Assurance In Hospitality & Tourism,7(1/2), 53-73.

 Shanka, T., & Taylor, R. (2003). An Investigation into the Perceived Importance of Service and Facility Attributes to Hotel SatisfactionJournal Of Quality Assurance In Hospitality & Tourism,4(3/4), 119-134.

Mattila, A. S., & Mount, D. J. (2006). The Impact of Timeliness on Complaint Satisfaction in the Context of Call-CentersJournal Of Hospitality & Leisure Marketing14(3), 5-16.

 Myongjee, Y., & Bai, B. (2007). Value Creation: The Impact of Strategic Alliance on Customer LoyaltyJournal Of Quality Assurance In Hospitality & Tourism8(2), 45-65. 

 Hartman, J. D., & Hailin, Q. (2007). The Senior Travel Market: Do's and Don'tsJournal Of Quality Assurance In Hospitality & Tourism8(2), 67-81.


Principles of Customer Service

Lytle, J. (2008). Playbook: Ifs a Customer-Focused WorldParks & Recreation43(1), 12-13.

 KULICKE, H. (2011). At Your ServiceEditor & Publisher144(12), 34-39.

Ramsay's Hotel Hell TV Series

Watch clips from Hotel Hell, or watch the full episode for free within 7 days after its broadcast.

http://www.globaltv.com/hotelhell/video/#hotelhell/video

After more than a decade of running restaurants in some of the world's top hotels, Gordon Ramsay knows the crucial importance of surpassing guests' highest expectations.  In this series Ramsay travels across the country to fix horrid hotels, awful inns and just plain bad bed and breakfasts. To come to grips with the problems, Ramsay will endure hotels at their worst.  After he has uncovered the issues, Ramsay will put the hotel owners and employees to work as he attempts to turn around these failing establishments. With reputations on the line, one thing is certain: if they can't meet Ramsay's high standards, they will never check out of Hotel Hell.

CBC Documentaries on Customer Service

Professional secret shoppers are put to work across the country, documenting just how bad customer service can be.
Poor service is one of the economy's new challenges. The recession prompted many businesses to cut back on service support but what was the real effect on the bottom line? It turned out that poor service cost the supplier more than the customer. Reporter Howard Green investigates companies like Cadet, Delta Hotels and Federal Express. In fiscally strained times these companies invested extra money in people and technology to better personalize their services. The results were high customer satisfaction and a boost in profits while other companies withered.
We are in a customer service crisis. Overseas call centers, long wait times and ineffective representatives have left customers angry, frustrated and confused. What ever happened to the good old days of the personal touch? Has it been replaced by automated voices and self-serve machines? Can service providers and customers get back on track, mend the strained relationship and take customer service to the next level?

Streaming Videos on Customer Service

Check out more Streaming Videos on Customer Service from the VCC Catalogue

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