SWD-Schlagwörter: Kunde, Erlebnis, Tourismus, Reise, Qualitätsmanagement . - Freie Schlagwörter (Englisch): Customer Experience management, Customer Journey, Experience, Quality Management, Brand Management

The booking purchase process in B2C tourism online from the perspective of the quality-satisfaction-loyalty value chain has scarcely been investigated. The measurement models of the variables are not unified and essential variables, as transaction costs, need more research in order to achieve a...

In every analysis of the economic development of Croatia, education is pointed out as a key factor. With the share of highly educated in the workforce of less than 15 percent, Croatia is seriously lagging behind developed countries. Human resource management (HRM) is a philosophy, a way of...

This paper aims to understand the impact of e-Service Quality Management (e-SQM) in hotels on British tourists’ satisfaction. E-SQM and tourist satisfaction are vital concepts that hotels must understand to achieve a competitive advantage. This paper provides a broad-based analysis which will...

Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards. Delivering quality service is one of the major challenges the hospitality managers will be facing in the following years as it is an essential condition...