A City Council administration in Victoria, Australia developed a vision for a Corporate Information Management Strategy (CIMS), and envisaged that CIMS would provide the foundation for the organization to make better use of its knowledge. This would be achieved by implementing better management...

This is one of the few studies in the academic literature that directly addresses inward exporting of customer services, which is a topic that has gained less attention from an international services marketing point of view. The objective of this study is to explore the drivers of satisfaction...

This study investigates the impact that e-Ioyalty has on the business success of SMEs. E-Loyalty is defined as a customer's favourable attitude towards an on-line business which ultimately culminates in repeat purchasing behaviour. Eight factors (the 8Cs - customisation, contact interactivity,...

Companies operating in the service industry must take note of three important marketing tasks. The first of these tasks is that companies should realise that they must provide the market with a variety of products. Businesses should therefore furnish the market with a diversified product range....

This study examines Customer Perceptions of services rendered by Pick 'n Pay Waterfront employees. The main objectives of this study include the following: To define customer services within a supermarket environment; To determine how Pick n Pay (PnP) employee achieve customer satisfaction...

Low-cost carriers and escalading fuel costs are placing increased pressure on US legacy carriers to reposition traditional revenue management techniques towards more customer-centric approaches. In this context, recent critiques of revenue management models question the validity of assumptions...

The recent worldwide shift in focus from goods production to service provision in Westerncountries has resulted in the expansion of the service sector. The front-line worker hasbecome a central figure in the new workplace, forming an important link between thecompany and the customer. The nature...

There are many customers and guests who depart a hotel or its dining and entertainment facilities with a "bad taste" in their mouths due to customer service situations that either went wrong completely, or simply did not meet those particular guests' expectations. This frequently results in the...

Statement of Objective:This paper will not try to solve a specific problem, but will serve to provide a more exploratory look at how employee empowerment impacts on front desk operations. First, this paper will examine the existing empowerment practices used in hotels and how it works in the...