Cornell Hotel and Restaurant Administration Quarterly · 1999 · 143 citations · 2 references
ManagementMarketingMarketing ManagementCustomer Relationship ManagementHospitality MarketingHotel ManagementCustomer Experience ManagementCustomer LoyaltyCustomer SatisfactionCustomer Service ManagementHospitality OperationsHotel MarketingCustomer Loyalty ManagementHospitality Customer ExperienceHospitality Service QualityHotel Customer ExperienceHotel Service Quality
For the most part the industry's top-performing hotels are delivering what guests are looking for, but there's considerable room for doing things differently—and better— in the areas of property and marketing management.
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