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RELATIONSHIP MARKETING OF SERVICES: AN ANALYSIS OF SERVICE QUALITY AND SERVICE ENCOUNTERS THROUGH RELATIONAL NORMS -A DYADIC APPROACH BETWEEN BANK ACCOUNT MANAGERS AND SMES -
Prim-Allaz, Isabelle - HAL - 1999
The combined pressures of desintermediation, deregulation, and industrial restructuring have helped to redefine the nature and importance of bank-client relationships (Schell, 1996). Directors or treasurers of companies often recognize that their relationship is with the bank account manager,...
Persistent link: https://www.econbiz.de/10008790421
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The quality process as a management tool for public transport operators. The example of the EFQM Model through the franchise bidding process in the United Kingdom
Piraux, Jérémy - HAL - 2008
The quality process is a fashionable concept in public transport. Operators try to improve service quality and customer satisfaction, while public authorities impose the implementation of new quality processes in franchise contracts. EFQM differs from other quality models because of its global...
Persistent link: https://www.econbiz.de/10008792823
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Service quality planning for freight distribution with time windows in large networks
Deflorio, Francesco P.; Gonzalez-Feliu, Jesus; Tadei, … - HAL - 2009
This paper introduces a methodology whose aim is to evaluate how the quality of a freight distribution service with time windows, which operates on a given road network to satisfy a number of requests, affects the total cost of the distribution service . The result of a service quality setting,...
Persistent link: https://www.econbiz.de/10010899836
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Internal marketing as a new alternative for the service employees' performance: an empirical study
Bellaouaied, Myriam; Gam, Abdelkader - HAL - 2011
The increasing importance of relational marketing in the service sector as underlined by several authors and particularly by Berry (1983) culminates in a new marketing orientation toward internal marketing, even suggesting a significant impact of the latter on service quality perception. Several...
Persistent link: https://www.econbiz.de/10011025838
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Front-line Employee versus Customer Perceptions of Quality Attributes
Julien, Anne; Tsoni, Christina - HAL - 2013
In order to improve the quality of service co-production, both academics and managers have pointed out the pivotal role of front-line employees (FLEs) in improving the service experience. Few studies, however, have simultaneously examined the quality perceptions of each group. Do FLEs perceive...
Persistent link: https://www.econbiz.de/10011026035
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Tourism, jobs, capital accumulation and the economy: A dynamic analysis
Chao, Chi-Chur; Hazari, Bharat R.; Laffargue, Jean-Pierre; … - HAL - 2005
This paper examines the effects of tourism on labor employment, capital accumulation and resident welfare for a small … open economy with unemployment. A tourism boom improves the terms of trade, increases labor employment, but lowers capital … capital intensive, the fall in capital would not be so severe and the expansion of tourism improves welfare. However, when the …
Persistent link: https://www.econbiz.de/10010930192
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Implantar turismo: ¿sembrar desarrollo? El caso del archipiélago de las Perlas, Panamá
Mellado, María Eugenia - HAL - 2013
Esta ponencia tiene como objetivo presentar y debatir algunos de los resultados alcanzados como parte de mi Trabajo Final de Master en Desarrollo y Cooperación Internacional (Universitat de Lleida). El trabajo tiene como punto de partida el caso particular del Archipiélago de Las Perlas...
Persistent link: https://www.econbiz.de/10010820890
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Temporary Clusters and Knowledge Creation: The Case of Tourism@
Aldebert, Bénédicte; Dang, Rani Jeanne; Longhi, Christian - HAL - 2008
related to the tourism industry. Two arguments support this choice. On the one hand, as stated by Maskell et al. (2005 … the tourism industry. Indeed, the tourism industry is structured by dispersed activities in nature, time and space that … need to be combined and assembled dynamically. On the other hand, the tourism industry has been one of the most innovative …
Persistent link: https://www.econbiz.de/10008790321
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Governance of French Yachting Harbours : a case study
Bo, Damien - HAL - 2006
There is currently an increase in the media attention given to yachting harbour management. Some of these harbours have existed since the 1960s and yet, it is only recently that problems have arisen between public and private partners. This paper presents the case of leisure harbours and designs...
Persistent link: https://www.econbiz.de/10008794093
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Usages of the internet and e-tourism. Towards a new economy of tourism
Longhi, Christian - HAL - 2008
This paper analyses the impact of internet on the organization of industry and the marketdynamics in the tourism … activities, focusing in the European scene. Tourism incorporates many features ofthe contemporaneous information and … communication economy. Even if e-tourism still stands for a smallshare of the whole tourism activity, the paper establishes that the …
Persistent link: https://www.econbiz.de/10008794250