In eight pages this paper focuses upon hotel review management systems in a literature review of more than twenty sources. Twenty five sources are cited in the bibliography.
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networks but also covers many traditional avenues used to increase revenue such as customer satisfaction, environmentally efficient programs, introduction of innovative and unique facilities and catering to specific target groups
among other factors. Ashley, R.A., Bach, S.A., Chesser, J.W., Ellis, E.T., Ford, R.C., LeBruto, S.M., Milman, A., Pizam, A. & Quain, W.J. (1995). A customer-based approach
to hospitality education [Electronic version]. Cornell Hotel & Restaurant Administration Quarterly 36 (4), 74-79. This article provides the details to the renovation of the University of Central Floridas
hospitality department in order to make it more responsive to the constantly changing industry. Based on an assessment of their customers, meaning the hotel industry itself, the university reassessed its
programs which reflect the shifts occurring within the industry. Included in the restructuring of the educational program are elements which not only reflect current customer trends but also emphasize more
of a business management focus requiring a merger with the business administration program. Among managerial focuses in the program are decision making processes, functional marketing, operational issues, and financial and
accounting components specific to the hospitality industry. Barsky, J.D. (1996). Building a program for world-class service [Electronic version]. Cornell Hotel & Restaurant Administration Quarterly 37 (1), 17-27. Barskys
article discusses the implementation of the Customer Satisfaction: The Sofitel Vision" program within Hotel Sofitel North America in 1995. Customer satisfaction teams were developed in each hotel and team members
were trained how to develop and administer surveys to customers. During and after the implementation of the program, customer satisfaction was reported to have increased by 13% while the number
of repeat customers increased by 8%; showing a significant positive development from the program. Within the article, Barsky includes details of the program including Sofitels vision, the development of the