Marketing has always advocated a customer orientation but the reality in many companies has been different. Businesses have always known that word‐of‐mouth is an important element of marketing, but only since the emergence of Web 2.0 have businesses realised that with the power of the...

Grundlagen und Management von Tourismusorganisationen -- Qualität und Qualitätsmanagement -- Forschung im Bereich Qualitätsmanagement -- Konzeptualisierung der Qualität für Tourismusorganisationen -- Forschungsdesign der empirischen Erhebung -- Organisationale Qualität von...