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[PDF] jstor.orgFull View
Customer reactions to emotional labor: The roles of employee
acting strategies and customer detection accuracy
M Groth, T Hennig-Thurau, G Walsh - Academy of Management …, 2009 - amj.aom.org
… mood and loyalty intentions, and Mattila and Enz (2002) similarly found a link between
observational data on hotel clerks' emotional … For example, all employees at Ritz-Carlton hotels
need to follow “the Ritz-Carlton Basics,” service rules for dealing with customers, spelled out …
Cited by 385Related articles All 8 versions

Fulltext @ CDU
Does organizational climate add to service quality in hotels?
MCG Davidson - International Journal of contemporary …, 2003 - emeraldinsight.com
… Shea (1996) observed that climate surveys are being used by service organizations like Avis,
Amex, St George Bank and the Ritz Carlton Hotel Group to monitor how their employees perceive
the organization. Marriott Hotels use what they describe as an associate opinion …
Cited by 172Related articles All 5 versions

[PDF]sagepub.comFulltext @ CDU
Best practices in hotel operations
JA Siguaw, CA Enz - … Hotel and Restaurant Administration …, 1999 - journals.sagepub.com
… Seasons & Regent Hotels, Good Nite Inn, Grand Theme Hotels, Hotel Bel Air, Mar- riott US
Postal
Service Conference Center, New York Marriott Finan- cial Center, Newark Gateway Hil- ton,
Preferred Hotels & Resorts Worldwide, Residence Inn, the Ritz-Carlton Dearborn, SAI …
Cited by 193Related articles All 18 versions

[PDF] sagepub.comFulltext @ CDU

[PDF] Evoking emotion: affective keys to hotel loyalty
J Barsky, L Nash - … Hotel and Restaurant Administration …, 2002 - journals.sagepub.com
… Among the luxury brands, Ritz-Carlton received the highest score, followed closely by Four
Seasons and W Hotels … Country Inns & Suites by Carlson won top honors for mid-price hotels
and ranked eighth among all hotel brands despite a rate ($81.38) that is $38 less …
Cited by 408Related articles All 8 versions

Ritz‐Carlton and EMC: The gold standards in operational

behavioral differentiation
TR Bacon, DG Pugh - Global Business and Organizational …, 2004 - Wiley Online Library
… We chose The Ritz-Carlton Hotel Company as an exemplar of behavioral differentiation not only
because its people behave in ways that pos- itively differentiate their hotels from rival hotel chains
but also because Ritz-Carlton is a high- performing organization in every respect …
Cited by 19 Related articles All 2 versions

[PDF]
tomorrowstourist.comFulltext @ CDU
Luxury markets and premium pricing
I Yeoman, U McMahon-Beattie - Journal of Revenue and Pricing …, 2006 - Springer
… No two properties are the same, as these famous hotels are brands within themselves … Health
and well-being: The mineral water sommelier, Ritz Carlton Hotel, New York Just imagine for a
moment Samantha from Sex in the City ordering a lunch at the Ritz Carlton Hotel, but …
Cited by 166Related articles All 14 versions
[PDF] semanticscholar.orgFulltext @ CDU
Managing information technology (IT) for one-to-one customer
interaction
JD Wells, WL Fuerst, J Choobineh - Information & Management, 1999 - Elsevier
… Currently, the hotel distributes customer profile information within the organization to hotel
management, where it is used to analyze trends in customer attitudes and preferences. At the
same time, customer profile information is distributed to other Ritz–Carlton hotels, where it is …
Cited by 140Related articles All 4 versions

[PDF]
cranfield.ac.ukFulltext @ CDU
Cross-functional issues in the implementation of relationship
marketing through customer relationship management
L Ryals, S Knox - European management journal, 2001 - Elsevier
… without using technical jargon. The Ritz-Carlton hotel group combines employee
training with information systems to provide its guests with superior service, whenever
they stay with the hotel chain. Employees are given a 'guest …
Cited by 585Related articles All 12 versions
[PDF] azftf.gov
[BOOK] First things first
SR Covey, AR Merrill, RR Merrill - 1995 - books.google.com
… He now has accomplished our focus on the integrity of life itself and we are grateful. —Horst
Schulze, President and Chief Operating Officer, The Ritz-Carlton Hotel Company "Covey is the
hottest self-improvement consultant to hit US business since Dale Carnegie." -USA Today …
Cited by 1103Related articles All 7 versions
[HTML] sagepub.comFulltext @ CDU
[HTML] Revisiting the best of the best: Innovations in hotel practice
CA Enz, JA Siguaw - … Hotel and Restaurant Administration …, 2003 - journals.sagepub.com
… Or. Register for an Account. Account Details. Sign Out. Sign Out. INSTITUTIONAL ACCESS.
Institution. Institutional Access. Shibboleth. Open Athens. Need Help? Cornell Hospitality Quarterly.
Cornell University School of Hotel Administration 2.657. Impact Factor …
Cited by 106Related articles All 8 versions

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