International Journal of Scientific & Engineering Research Volume 4‚ Issue 7‚ July 2013 ISSN 2229-5518 1 TQM-Based Self-Assessment Tool for Hospitality Industry. Walid Youssef Montasser - Prof Dr. Abd Alhakim Al Manhawy – Prof Dr. Essam Alanany Abstract: In the hospitality industry‚ quality is of extreme importance but so far the focus of many institutions working in the field of hospitality have only been on training front line staff to ensure guest satisfaction. When a customer stays
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enhanced customer relationship management (CRM) as a reputable asset to the core function of their organisation. A considerable discussion on impact of behaviour of customer in performance of business of literature of marketing has been outlined (Heskett et al.‚ 1994; Nelson et al.‚ 1992; Rust and Zahorik‚ 1991; Storbacka et al.‚ 1994). On the contrary‚ much may have not been discussed on work of empirical that has to do with satisfaction of customer‚ loyalty and retention‚ on the premises of attributes
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“Customer Satisfaction and Stock Prices: High Returns‚ Low Risk‚” Journal of Marketing‚ 70 (January) 3-14. Henard‚ D. H. and Szymanski‚ D. M. (2001)‚ “Why Some New Products Are More Successful than Others‚” Journal of Marketing‚ 28 (August)‚ 362-375. Heskett‚ J. L.‚ Sasser‚ W. E.‚ Jr. and Schlesinger‚ L. A. (1997)‚ The Service-Profit Chain‚ New York: The Free Press. IfM and IBM (2007)‚ Succeeding Through Service Innovation: A Discussion Paper‚ Cambridge‚ United Kingdom: University of Cambridge Institute
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Declaration: I declare that this project is the result of my own individual efforts and that it conforms to university‚ departmental and course regulations regarding cheating and plagiarism. No material contained within this study has been used in any other submission‚ by the author‚ for an academic award….. Pulkit Sharma March 25‚ 2010 [H-16062] Acknowledgement: I would like to thank my module leader M.R
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marketing - theory and practice”‚ in Block‚ T.M.‚ Upah‚ G.D. and Zeithaml‚ V.A. (Eds)‚ Services Marketing in a Changing Environment‚ American Marketing Association‚ Chicago‚ IL‚ pp 42. GSM Association (2006) - www.gsmworld.com 43 44. Hart‚ C.W.L.‚ Heskett‚ J.L. and Sasser‚ E.W. Jr (1990) - “The profitable art of service recovery”‚ Harvard Business Review‚ Vol. 68 No. 4‚ pp. 148-56. 46. Hasnich‚ K.A. (1992) - “The job descriptive index revisited: questions about the question mark”. Journal of Applied
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Q.1. Management As the world moves through the 21st Century‚ business is becoming more dependent upon professional managers‚ who can bring success to an organization. Issues such as globalization and decentralization add to the need for organization’s to hire flexible managers capable of leading. A 21st century manager should possess three traits and utilize them to lead organizations: the ability to stimulate change‚ excellent planning capabilities‚ and ethics. A manager can be defined as “a
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TOTAL QUALITY MANAGEMENT UNIT 1 ELEMENTS OF TQM BE CUSTOMER FOCUSED : understand and address needs and attitudes of customers. As well as focus on internal customers. Do it right the first time: avoiding rework. Focusing on prevention than inspection. Constantly improve. Imbibe quality as an attitude in employees Telling staff what is going on by improved communications and regular briefings Competition is increasing and becoming global. Companies have to be more responsive and offer
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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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Introduction Companies that faced a decrease in sales‚ market share‚ or profits in the 1980s and early 1990s began to realize that their human resources were expensive and underutilized. To become more competitive‚ companies made strategic decision to gradually lower their payroll numbers. (Anthony‚ Kacmar & Perrewe al‚ 2002:434) Downsizing has become a critical issue around the world. Downsizing and mass lay-offs are happening not only on US companies but also organizations in the entire industrial
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MOTIVATION MOTIVATION ROOSEVELT CASTILHO HOSPITALITY SUPERVISION Work motivation "is a set of energetic forces that originate both within as well as beyond an individual’s being‚ to initiate work-related behavior‚ and to determine its form‚ direction‚ intensity‚ and duration" Motivation is a person’s internal disposition to be concerned with and approach positive incentives and avoid negative incentives. To further this‚ an incentive is the anticipated reward or aversive event
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