Die Akzeptanz Von Beschwerdemanagement In Der Hotellerie Am Beispiel Hamburg
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Die Akzeptanz Von Beschwerdemanagement In Der Hotellerie Am Beispiel Hamburg
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Author : Katrin Prußnat
language : de
Publisher: diplom.de
Release Date : 2004-04-16
Die Akzeptanz Von Beschwerdemanagement In Der Hotellerie Am Beispiel Hamburg written by Katrin Prußnat and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004-04-16 with Travel categories.
Inhaltsangabe:Zusammenfassung: Der steigende Wettbewerbsdruck zwingt die Unternehmen der deutschen Hotellerie, Wege zu finden, sich von den Mitbewerbern abzugrenzen, Gäste für sich zu gewinnen und langfristig an das Unternehmen zu binden. Die Ausführungen in der Diplomarbeit zeigen, dass die Zufriedenheit der Gäste dabei die zentrale Rolle spielt und eine intensive Auseinandersetzung des Unternehmens mit den Wünschen und Bedürfnissen der Gäste voraussetzt. Die Anwendung von aktivem Beschwerdemanagement ist dabei eine der wichtigsten Erfolgsfaktoren um Gästezufriedenheit und Gästebindung zu erreichen und zu festigen. Da es kaum Studien bezüglich des Einsatzes von Beschwerdemanagement im Beherbergungsgewerbe gibt, setzt sich diese Diplomarbeit mit dem Thema Die Akzeptanz von Beschwerdemanagement in der Hotellerie auseinander. Ziel der Arbeit ist zum einen die Analyse der Bedeutung und zum anderen die Untersuchung der Anwendung von Beschwerdemanagement in der deutschen Hotellerie (am Beispiel der Stadt Hamburg). Gang der Untersuchung: Um die genannten Ziele zu erreichen, wird in Kapitel 2 zunächst die Situation in der deutschen Hotellerie anhand deren Strukturen, Entwicklungen und Trends dargestellt. Kapitel 3 widmet sich der Bedeutung von Beschwerdemanagement für die Entstehung von Gäste- und Beschwerdezufriedenheit und erläutert Ziele, Aufgabenbereiche und wichtige Rahmenbedingungen des Beschwerdemanagements. Darauf aufbauend wird ein Soll-Zustand bezüglich der Inhalte von Beschwerdemanagement für die Hotellerie entwickelt. Mittels der Durchführung einer Umfrage in der Hotellerie von Hamburg wird ein Einblick in die Bedeutung und Anwendung von Beschwerdemanagement in der Hotellerie gewährt und daraus der Ist-Zustand abgeleitet. Die entsprechenden Umfrageergebnisse werden in Kapitel 4 ausführlich dargestellt. Kapitel 5 beinhaltet den Vergleich des Soll- und Ist-Zustandes, um Defizite abzuleiten, die im weiteren Verlauf der Arbeit anhand von Lösungsvorschlägen bearbeitet werden. Inhaltsverzeichnis:Inhaltsverzeichnis: AbkürzungsverzeichnisIII AbbildungsverzeichnisIV 1.Einleitung1 2.Das Beherbergungsgewerbe3 2.1Die aktuelle Situation in der Hotellerie3 2.1.1Die Struktur der Hotellerie in Deutschland und Hamburg3 2.1.2Zahlen und Fakten zur Hotellerie in Deutschland und Hamburg6 2.1.3Aktuelle Trends und Entwicklungen der Hotellerie7 2.2Schlussfolgerungen aus der aktuellen Situation für die Hotellerie8 3.Theoretische Grundlagen des [...]
Customer Loyalty Program Tourist Destination And Bonus Card System
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Author : Timo Kühnle
language : en
Publisher: GRIN Verlag
Release Date : 2004-11-10
Customer Loyalty Program Tourist Destination And Bonus Card System written by Timo Kühnle and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004-11-10 with Business & Economics categories.
Bachelor Thesis from the year 2004 in the subject Tourism, grade: 1,0 (A), Stralsund University of Applied Sciences, 56 entries in the bibliography, language: English, abstract: The questions this thesis is trying to answer are * Can a bonus card system help to make the tourists loyal to a destination and turn one-time visitors into frequent repeaters? * What is the difference to the already existing tourist cards offered by many destinations already? * Can such a system be combined with the visitor′s tax tourists have to pay in many resorts and help to improve its image and acceptance? * How can such a system be implemented? This thesis is one of the first essays about the combination bonus card and destination. Yet there is no specific literature existing about this subject and therefore also descriptions of other areas will be used and adapted. One of the basic objectives of this essay is, to give arguments for a tourist destination to convince possible partner companies to enter such a program and not to be afraid of the investment, and to deliver a guide for the implementation of a destination bonus card system.
Chinese Outbound Travel Market Set
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Author : World Tourism Organization
language : en
Publisher:
Release Date : 2013-03-27
Chinese Outbound Travel Market Set written by World Tourism Organization and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-27 with Chinese categories.
This special offer includes the following publications on Chinese outbound tourism and is available in printed version only: Understanding Chinese Outbound Tourism What the Chinese Blogosphere is Saying about Europe The Chinese Outbound Travel Market 2012 Update These recently updated ETC/UNWTO publications offer valuable information about the increasing Chinese outbound travel market with special insight into Europe as a destination.
Understanding Human Rights
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Author : Wolfgang Benedek
language : en
Publisher:
Release Date : 2012
Understanding Human Rights written by Wolfgang Benedek and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Human rights categories.
This third edition of Understanding Human Rights has been elaborated by the European Training and Research Center for Human Rights and Democracy (ETC) in Graz, originally for the Human Security Network (HSN) at the initiative of the Austrian Ministry for Foreign Affairs. The objective is to assist human rights education efforts worldwide. The book's thematic modules on selected human rights issues cover topics such as: the prohibition of torture, freedom from poverty, human rights of women and children, human rights in armed conflict, freedom of expression, and democracy. New to this updated edition are chapters reflecting current trends in human rights, including new modules on privacy (such as challenges posed by Internet use), minority rights, and the right to asylum. Translations of the earlier editions already exist in 15 languages, among them all the official United Nations languages. Understanding Human Rights has become a basic text for human rights education and training in different countries, on different levels, and for different audiences, from university lectures in China to NGO training in Mali to police training in Kosovo.
Response Time Analysis
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Author : Kansas City (Mo.). Police Department
language : en
Publisher:
Release Date : 1978
Response Time Analysis written by Kansas City (Mo.). Police Department and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1978 with Government publications categories.
The procedures and results of a response time analysis study, which was designed to assess the value of police response to a variety of incidents, are summarized. The two primary objectives of this Kansas City, Missouri, study were: (1) analysis of the relationship of response time to the outcomes of on-scene criminal apprehension, witness availability, citizen satisfaction, and the frequency of citizen injuries in connection with crime and noncrime incidents; and (2) the identification of problems and patterns in reporting crime and requesting police assistance. The study design/data collection process continued over a 3-year period. Data were collected by civilian observers, communication tape analysis, and telephone and personal interviewers. Observers accompanied officers in the field to collect data on travel times and on-scene activities, while tape analysts collected dispatch times by timing verbal exchanges recorded on communications unit tape recordings. Victims of crimes and citizens who reported crime and noncrime incidents were interviewed to obtain reporting time data and to identify the problems encountered and patterns followed by those citizens reporting incidents or requesting police services. To analyze the relationships between response time and outcomes, three intervals in response times were considered: citizen reporting, communications dispatching, and police travel time. Variations in these intervals were then analyzed to see how they affected the probability of making an on-scene arrest and contacting a witness on scene, and how they affected recovery from injuries sustained during the commission of crimes. In addition, to see if the length of response time affected citizen satisfaction, police dispatch and travel times were again analyzed, along with other factors (such as citizens' social characteristics, expected response times, and perceptions of how long response took) considered to be possible determinants of citizens' satisfaction. Results indicated that reporting time was longer than either the time taken to dispatch a call or the time taken to travel to a call, and was nearly as long as the combined time taken to dispatch and travel to a call. For a large proportion of the crimes discovered some time after the incident had occurred, response time was found to be unrelated to the probability of making an arrest or locating a witness. For those crimes involving a victim or witness, reporting time was the strongest time determinant of arrest and witness availability. Citizen satisfaction was more closely related to citizens' expectations and perceptions about response time than to actual response time.
Land Ownership And Land Use Development
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Author : Erwin Hepperle
language : en
Publisher: vdf Hochschulverlag AG
Release Date : 2017-01-10
Land Ownership And Land Use Development written by Erwin Hepperle and has been published by vdf Hochschulverlag AG this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-01-10 with categories.
Across Europe, land is constantly the subject of enormous and widely varied pressures. The land we have is shrinking in area due to numerous reasons, including those that are directly related to climate change and migration. In fact all disciplines that have responsibilities for the husbandry use, management, and administration of the land are forced to address the problems of how to plan and how to utilise this increasingly valuable resource. The papers contained within this book emerge from two symposia held in 2014 and 2015, which now have been arranged along four general themes reflecting the multi-disciplinary nature of the disciplines concerned with land. The first part is dedicated to the interpretation of key terms in their context and the dissimilar conceptual approaches in the governance of different states. It is followed by papers that identify the process of decision-taking: how to organize and co-operate. One large section addresses the identification of land pattern changes and the reason for it. The papers in the final cluster deal with the general theme of strategies and measures used to steer future evolution in land policies. The publication addresses various needs that have to be balanced: the tasks of living space in the face of societal and demographic changes, infrastructure supply, challenges of an increasingly urbanised region, food production, ‘green energy’, natural hazards, habitats and cultural landscapes protection.
Marketing Problems
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Author : Melvin Thomas Copeland
language : en
Publisher: Wentworth Press
Release Date : 2019-03-11
Marketing Problems written by Melvin Thomas Copeland and has been published by Wentworth Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-03-11 with History categories.
This work has been selected by scholars as being culturally important, and is part of the knowledge base of civilization as we know it. This work was reproduced from the original artifact, and remains as true to the original work as possible. Therefore, you will see the original copyright references, library stamps (as most of these works have been housed in our most important libraries around the world), and other notations in the work. This work is in the public domain in the United States of America, and possibly other nations. Within the United States, you may freely copy and distribute this work, as no entity (individual or corporate) has a copyright on the body of the work. As a reproduction of a historical artifact, this work may contain missing or blurred pages, poor pictures, errant marks, etc. Scholars believe, and we concur, that this work is important enough to be preserved, reproduced, and made generally available to the public. We appreciate your support of the preservation process, and thank you for being an important part of keeping this knowledge alive and relevant.
The Role Of Culture In Social Media Marketing A Systematic Literature Review
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Author : Nivedha Mahendran
language : en
Publisher: GRIN Verlag
Release Date : 2019-03-11
The Role Of Culture In Social Media Marketing A Systematic Literature Review written by Nivedha Mahendran and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-03-11 with Business & Economics categories.
Master's Thesis from the year 2018 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,7, University of Bamberg, language: English, abstract: This present master thesis examines the role of culture on “Social Media Marketing” being a form of modern marketing and a bundle of marketing-related activities using social media. With the help of a systematic literature review, answers are sought to the question as to which extent cultural differences influence the effectiveness of social media marketing. The main objective is to adequately present the state of research on the interdisciplinary topic and to identify research gaps. The findings from peer-reviewed journals ascribe an indispensable value to the cultural component and illuminate the topic from different contemporary relevant perspectives. The results indicate that social media marketing is generally covered from a cultural point of view. Moreover, the insights provide valuable knowledge from both consumers research perspective and from applied social media practices in multicultural settings. However, the findings also reveal extant research gaps in several directions that need to be addressed in the near future to provide theoretical approaches and scientifically proven evidence on successful utilization of social media marketing in multicultural settings. The fact that social media plays an extremely important component in the worldwide dynamic technology development is an irrefutable fact. Companies are forced to integrate social media in the most diverse areas in order to be lucrative in the long term, to save costs and to survive in competition. Typical fields of application include all departments that deal with external corporate communication, e.g. HR for recruiting and talent acquisition, PR for professionally maintaining a favorable public image or in the marketing department as revolutionary marketing and sales platforms. According to a new study, 69% of marketing employees stated that marketing activities on social media helped to increase important marketing indicators and strengthen customer and brand loyalty. Nevertheless, social media offer great opportunities, but also hold challenges. A major challenge is to choose the right medium which depends to a great extent on the target group.
The Oxford Handbook Of International Antitrust Economics
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Author : Roger D. Blair
language : en
Publisher: Oxford Handbooks
Release Date : 2015
The Oxford Handbook Of International Antitrust Economics written by Roger D. Blair and has been published by Oxford Handbooks this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with Business & Economics categories.
More than any other area of regulation, antitrust economics shapes law and policy in the United States, the Americas, Europe, and Asia. In a number of different areas of antitrust, advances in theory and empirical work have caused a fundamental reevaluation and shift of some of the assumptions behind antitrust policy. This reevaluation has profound implications for the future of the field. The Oxford Handbook of International Antitrust Economics has collected chapters from many of the leading figures in antitrust. In doing so, this two volume Handbook provides an important reference guide for scholars, teachers, and practitioners. However, it is more than a merely reference guide. Rather, it has a number of different goals. First, it takes stock of the current state of scholarship across a number of different antitrust topics. In doing so, it relies primarily upon the economics scholarship. In some situations, though, there is also coverage of legal scholarship, case law developments, and legal policies. The second goal of the Handbook is to provide some ideas about future directions of antitrust scholarship and policy. Antitrust economics has evolved over the last 60 years. It has both shaped policy and been shaped by policy. The Oxford Handbook of International Antitrust Economics will serve as a policy and research guide of next steps to consider when shaping the future of the field of antitrust.
Child Public Health
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Author : Mitch Blair
language : en
Publisher: Oxford University Press
Release Date : 2010-01-21
Child Public Health written by Mitch Blair and has been published by Oxford University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-01-21 with Medical categories.
This text focuses on a public health approach to the health and sickness of children and young people - comprising about a quarter of the population. It explores the state of health of our children, the historical roots of the specialty and the relation between early health and later adult health.