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Business Marketing Strategy
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Customer Loyalty in the Hotel Industry
Sullivan, J. (2003) My customer is anyone who isn't me - and other training truths Nation's Restaurant News., 37, 16,
Total Quality Management
Yuksel, A and Rimmington, M 1998, Customer-satisfaction measurement. Cornell Hotel & Restaurant Administration Quarterly.
Competitive Advantage in Tourism
Glanz, B. A. (1994). Building customer loyalty: How you can keep customers returning. New York, New York: Irwin Professional Publishing.
Customer Service
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