Value-Chain Assessment of the Travel Experience

Cornell Hotel and Restaurant Administration Quarterly

Volumn 33, Issue 5, 1992, Pages 41-49

  Brathwaite, Ron ^a  

^a UNIVERSITY OF THE WEST INDIES   (Jamaica)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0010857732     PISSN: 00108804     EISSN: 15523853     Source Type: Journal    
DOI: 10.1177/001088049203300525     Document Type: Article

References (10)

1. Michael E. Porter, “Competitive Advantage,” Soundview Executive Book Summaries (Bristol, VT: Bristol Publishing, Inc., 1990), p. 2.
2. Christopher W.L. Hart, James L. Heskett, and W. Earl Sasser, Jr., “The Profitable Art of Service Recovery,” Harvard Business Review, July-August 1990, p. 153.
3. Hart, Heskett, and Sasser describe a situation where the general manager of the Cancun Resort extends his hotel’s courtesies to pacify irate customers who had been exposed to a sour experience with the airline. See: Hart, Heskett, and Sasser, pp. 148-149.
4. Theodore Levitt, “The Marketing Imagination,” in Soundview Executive Book Summrries (Bristol, VT: Bristol Publishing, Inc., 1984), p. 3.
5. Michael Kassavana, Managing Computers in the Hospitality Industry (East Lansing, MI: Educational Institute of the AH&MA, 1987), p. 257.
6. “Technology Report,” Hotel and Motel Management, 205, No. 3 (February 26,1990), p. 60.
7. Dimitris N. Chorafas, Applying Expert Systems in Business (Indianapllis: Howard W. Sam, a division of Macmillan, Inc., 1987), p. 5.
8. Thomas H. Davenport and James E. Short, “The New Industrial Engineering: Information Technology and Business Process Redesign,” Management Review, 31, No. 4 (Summer 1990), p. 13.
9. “Technology Report,” Hotel and Motel Management, 205, No. 8 (May 14, 1990), p. 62.
10. Benn R. Konsynski and Warren F. McFarlan, “Information Partnership—Shared Data, Shared Scale,” Harvard Business Review, September-Ottober, 1990, p. 114.