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A service guarantee is a marketing tool service firms have increasingly been using to reduce consumer risk perceptions, signal quality, differentiate a service offering, and to institutionalize and professionalize their internal management of customer complaint and service recovery. [1]
With a legacy of more than 100 years, the Better Business Bureau (BBB) is the go-to watchdog for evaluating businesses and charities. The nonprofit organization maintains a massive database of ...
The Better Business Bureau (BBB) is an American private, 501(c)(6) nonprofit organization founded in 1912. BBB's self-described mission is to focus on advancing marketplace trust, [2] consisting of 92 independently incorporated local BBB organizations in the United States and Canada, coordinated under the International Association of Better Business Bureaus (IABBB) in Arlington, Virginia.
Customer retention is an outcome that is the result of several different antecedents as described below. Customer satisfaction: Research shows that customer satisfaction is a direct driver of customer retention in a wide variety of industries. Despite the claims made by some one-off studies, the bulk of the evidence is unambiguously clear ...
A hotel consolidator (also called a hotel broker) is a travel company (travel agency or tour operator) or business that buys up blocks of hotel rooms at a predetermined destination and then resells them as package holidays [1] or at discounted rates to final customers.
A complaint system (also known as a conflict management system, internal conflict management system, integrated conflict management system, [1] or dispute resolution system) is a set of procedures used in organizations to address complaints and resolve disputes.
The Marriott Marquis Houston is a 1000-room Marriott hotel in Houston, Texas. It is the second large hotel located near the George R. Brown Convention Center, [3] [4] to which it is connected by a pedestrian sky bridge. [1] It includes six restaurants and a 40,000-square-foot ballroom, the largest in Houston. [5]
A graduate of St. John’s University in Queens, N.Y., Slattery worked for the Sheraton Hotel corporation beginning in the 1970s. While working at a hotel in Queens, Slattery became close to his boss’s son, Morris Horn. The two joined forces with other investors to start a property management company, buying up older hotels across New York City.