Cornell Hospitality Quarterly http://cqx.sagepub.com/ Hotel Guests ’ Responses to Service Recovery: How Loyalty Influences Guest Behavior Pablo Zoghbi-Manrique-de-Lara‚ Miguel A. Suárez-Acosta and Teresa Aguiar-Quintana Cornell Hospitality Quarterly published online 28 November 2013 DOI: 10.1177/1938965513513348 The online version of this article can be found at: http://cqx.sagepub.com/content/early/2013/11/27/1938965513513348 A more recent version of this article was published on - Mar
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I. COMPANY OVERVIEW Los Angeles International Airport (IATA: LAX‚ ICAO: KLAX‚ FAA LID: LAX) is the primary airport serving the Greater Los Angeles Area‚ the second-most populated metropolitan area in the United States. It is most often referred to by its IATA airport code LAX‚ with the letters pronounced individually. LAX is located in south-western Los Angeles along the Pacific coast in the neighbourhood of Westchester‚ 16 miles (26 km) from the downtown core and is the primary airport of Los
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The Toyota Motor Manufacturing‚ U.S.A.‚ Inc. (TMM) case involves a scenario where – as a result of deviating from Toyota Production System (TPS) practices. TMM found itself faced with quality issues (i.e.‚ a “hook” component in the car seat would break during installation) that created a bottleneck in the production process‚ a pile-up of cars with quality issues waiting to be addressed at the clinic and overflow parking areas of the Kentucky plant – and therefore failed to avoid some of the “wastes”
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Week 1 Video Case-Hotel Monaco Jory Authement Franklin University Organizational Behavior MGMT 325-F1FF (F14) John Gianneschi October 1‚ 2014 The Hotel Monaco achieves their desired organizational effectiveness by being conscience of goal accomplishments‚ satisfaction of constituencies‚ and acquisition of necessary resources. The Hotel Monaco claims its three most vital assets are its customers‚ its employees‚ and its investors. Their customers’ expectation and satisfaction of the hotel’s
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From the description of the case study‚ it seems that the reason lead the Portman Hotel to this terrible situation was that their HR policies were inconsistent with its strategies. The Portman Hotel’s philosophy is that if they want their customers treated better‚ they must treat each other better. They also think the Portman Hotel is a place where they can make their employees feel satisfied with their jobs. Their jobs will be fun and they will fulfill their expectations. The employees will have
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Resort world Resorts World Sentosa Private Limited is the leisure and gaming company that owns and operates Singapore’s biggest Integrated Resort‚ a 49-hectare development called Resorts World Sentosa. The mega resort is located on Singapore’s holiday island of Sentosa. The S$6.59 billion must-see destination welcomed its first visitors at its soft opening in early 2010. Resorts World Sentosa started operations with the four hotels in January‚ the Resorts World Casino in February and Universal
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amount of loss that the hotel will experience as a result of damage to its goodwill is uncertain and rely more on speculative figures. In addition‚ as we previously saw‚ children cannot be held negligent for their actions the same way as adults. Despite the fact that the children were left unattended‚ Martha Merriweather’s parents could not forecast that Martha and the other children would go play on the balcony. Moreover‚ in the crowded and hectic environment of the hotel‚ it is not reasonable to
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2016 Evason Phuket resort Evason Phuket & Six Spa Social & Environmental Conscience is a company located on the southeast side of Phuket Island in Thailand which was established in 1995. They are a resort that are main objective is to be sustainability focused resort and spa management. They are dedicated to be an environmental friendly and a social responsible business which is executed throughout the company’s whole environmental management program. Every Resort in their company donates
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Group Report: Boutique Hotels in the UK and France– Group University of Surrey The Hospitality Business Group Assignment Signature by all group members: 1 Group Report: Boutique Hotels in the UK and France– Group Contents: 1. Introduction 2. History of Boutique Hotels 2.1. Where the story started 2.2. The name – Boutique 3. Characteristics of Boutique Hotels 3.1. Unique 3.2. Size 3.3. Location 3.4. Structure of the sector 4. UK 4.1. Key Players 4.2. Staffing 4.3. Price 4.4. Target Market
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Boutique hotels focus on the experiential nature of service delivery. Factors helping to deliver upon the experience include a cap on the number of rooms‚ a design or cultural aspect to the property and attention to the location of the property. The subsector however‚ lacks a singular definition. This is in part due to structural changes undergone by the subsector since conception of the concept. The subsector evolved from comprising of independently owned properties to establishment of
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