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Title: Co-opting customer competence as a means of competitive advantage in hospitality and tourism enterprises
Authors: Kivela, J
Issue Date: 2001
Publisher: Institute for Tourism
Source: Tourism, 2001, v. 49, no. 1, p. 19-26 How to cite?
Journal: Tourism 
Abstract: An alternative managerial philosophy for hospitality and tourism enterprises is proposed. This new approach involves four main principles: engaging customers in an active, explicit, and ongoing dialogue; mobilizing communities of customers; managing customer diversity; and creating personalized experiences for customers. The paper presents a series of recommendations for engaging customers in this process and it is concluded that hospitality organizations need to become more responsive to customer demands in order to survive in the future.
ISSN: 1332-7461
Appears in Collections:Journal/Magazine Article

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