Purpose -To discuss the entrepreneurial role andimportance of organisational members in implementing franchising decisionsinternationally. Design/methodology/approach- A single embedded case study of aninternational hotel firm was the focus of the enquiry. Interviews, observationsand document...

This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world-the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly...