Managing Customer Relationships in Hotel Chains: A Comparison between Guest and Manager Perceptions

QR Code

Managing Customer Relationships in Hotel Chains: A Comparison between Guest and Manager Perceptions

Bibliographic Details
Main Authors:	Ramkissoon, Haywantee, Mavondo, F.
Other Authors:	Vince Magnini
Format:	Book Chapter
Published:	Routledge 2016
Online Access:	http://hdl.handle.net/20.500.11937/29034

Similar Items

Social customer relationship management: An integrated conceptual framework
by: Dewnarain, S., et al.
Published: (2018)

Impact of sustainability practices on Hospitality consumers behaviors and attitudes: A case of LUX* Resorts & Hotels.
by: Payen, V., et al.
Published: (2018)

The Satisfaction-Place Attachment Relationship: Potential Mediators and Moderators
by: Ramkissoon, Haywantee, et al.
Published: (2015)

Proenvironmental behaviour: The link between place attachment and place satisfaction
by: Ramkissoon, Haywantee, et al.
Published: (2014)

Proenvironmental behavior: Critical link between satisfaction and place attachment in Australia and Canada
by: Ramkissoon, Haywantee, et al.
Published: (2017)

Hotel privacy management and guest trust building: a relational signaling perspective
by: Moon, Hyoungeun, et al.
Published: (2022)

Authenticity: The link between destination image and place attachment
by: Jiang, Y., et al.
Published: (2017)

Destination Marketing and visitor experiences: The development of a conceptual framework
by: Jian, Y., et al.
Published: (2016)

Social involvement and park citizenship as moderators for quality-of-life in a national park
by: Ramkissoon, Haywantee, et al.
Published: (2017)

Customer Relationship Management: A Case Study of the Ritz-Carlton Hotel
by: Bajaj, Raghbir Singh
Published: (2006)

A study of hotel lobby physical servicescape and guest impression towards hotel
by: Tarmudi, Sabrina, et al.
Published: (2022)

The Dark Side of Customer Relationship Management in the Luxury Segment of the Hotel Industry
by: Jaipuria, Akshay
Published: (2006)

User perception on electronic customer relationship management (E-CRM) features in online hotel reservation / Hasliza Azizan
by: Azizan, Hasliza
Published: (2007)

Impact of customer relationship management strategy on customer accounting and customer performance measures in Malaysian hotel industry
by: Abu Kasim, Nor Aziah, et al.
Published: (2008)

An IPA assessment of international guests’ perceptions on hotel service operations / Anderson Ngelambong…[et al.]
by: Anderson, Ngelambong, et al.
Published: (2011)

Servicescape, guest satisfaction, and intention to book a hotel room
by: Tarmudi, Sabrina, et al.
Published: (2021)

The role of advertising stereotypes in destination image formation and behavioural intentions of tourists to consume indigenous tourism attractions.
by: Afifi, E., et al.
Published: (2017)

Leadership in destination management organisations
by: Hristov, D., et al.
Published: (2016)

The Relationship Between Environmental Worldviews, Emotions and Personal Efficacy in Climate Change
by: Ramkissoon, Haywantee, et al.
Published: (2014)

Hotel Service Quality And Customer Loyalty In Jordanian Hotels: A Case Study Of Marriott Hotels Chain
by: al-Rousan, Ramzi Mahmoud Refai
Published: (2011)

Relationship between supply chain management and outsourcing
by: Raja Mazlan, Raja Marzyani, et al.
Published: (2006)

Effects Of Guest Experience, Well-Being, And Altruism On Resort Hotel Guests’ E-Word-Of-Mouth Intention In China
by: Yedan, Fan
Published: (2024)

Hotel guests’ intention to engage in green activities / Fauziah Deraman
by: Deraman, Fauziah
Published: (2012)

Fire safety knowledge and awareness among budget hotel guests
by: Nadila Syakira, Zohari
Published: (2025)

Relationship between the star and the hotel service guarantees of customer satisfaction
by: Mohd Shahril, Aslinda, et al.
Published: (2015)

Exploring the interrelationships among operations management practices, customer perceptions of service quality and performance of hotels
by: Al-Zaidi, Asma Nasser Mohammed
Published: (2012)

Guest editorial: managing the impacts of feral camels
by: McGregor, Murray, et al.
Published: (2010)

Bringing Cross-Disciplinarity To The Fore: A Methodological Framework For Leadership In Destination Management Organisations
by: Hrstov, D., et al.
Published: (2018)

More than just Biological Sex: Examining the Structural Relationship between Gender Identity and Information Search Behavior
by: Ramkissoon, Haywantee, et al.
Published: (2012)

The relationship between human resource management and organizational commitment in Hotel Industry
by: Law,, Cindy Sing Ling
Published: (2003)

Influence of marketing mix and physical environment on guest emotion in Malaysian hotels
by: Sanib, Noor Izza Rozian
Published: (2014)

The Effect of Service Process on Guests Encounter Satisfaction at Three-Star Hotels
by: Mohd Ali, Hairuddin
Published: (2006)

Accessing hotel responsiveness towards guest's email query: cases in Malaysia
by: Anuar, Jazira, et al.
Published: (2011)

Examining behavioural intentions on online hotel booking among Malaysian guests
by: Amin, Dawood Ismail
Published: (2021)

Applying the means-end chain theory and the laddering technique to the study of host attitudes to tourism
by: Nunkoo, R., et al.
Published: (2009)

Comparison of marketing mix dimensions between local and international hotel customers in Malaysia
by: Sanib, Noor Izza Rozian, et al.
Published: (2013)

More Than Just Biological Sex Differences: Examining the Structural Relationship between Gender Identity and Information Search Behavior
by: Ramkissoon, Haywantee, et al.
Published: (2010)

Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
by: MD. Ashraful Azam, khan, et al.
Published: (2014)

Community Perceptions of Tourism in Small Island States: A Conceptual Framework
by: Nunkoo, R., et al.
Published: (2010)

The relationship between social customer relationship management (CRM) and customer engagement: an exploratory study
by: Zainal, Nur Thara Atikah
Published: (2020)

Cannot write session to /tmp/vufind_sessions/sess_98p2rbvul9otr2phd2mvvmh79e