A Study of Internal and External Effects on Entrepreneurship in The Dissertation

A Study of Internal and External Effects on Entrepreneurship in The Kingdom of Saudi Arabia - Dissertation Example The development of the telecommunication technology since the beginning of the current century has played a major role in the process of bringing a massive technological evolution and enhancement in the lives of the masses around the world. The rising level of internet connectivity and Wi-Fi penetration in various markets and regions around the world along with the factor of rising popularity of various sophisticated technology enabled gadgets like the Smartphones, tablets and laptops has played the role of a major catalyst in diffusing the technological and communication related advancement in markets around the world. It is important to state that the high levels of internet connectivity coupled with the rising acceptance of various end user technological devices has helped in the process of transforming the world in to a single highly connected entity. As a result of this technological transformation in to a well connected single virtual entity, various new trends are emerging fro m marketplaces around the world. The new trends which are emerging in the markets of both developed as well as emerging regions are often a by product of globalization as well as new innovation of incremental or radical nature in case of product or services. The rising globalization powered innovative product and service trends are playing an important role in triggering the consumer demand for various innovative products and services in the globally connected markets. As a result of the growing demand for new kinds of products and services in markets around the world, various new opportunities of business are emerging on a regular basis. To tap the new business opportunities that are emerging in various international markets, business organizations and enterprises located in different markets around the world are focusing on engaging in cross border trade activities like engaging in trade export or directly entering the new markets of growth. With the entry of new players of foreig n orientation in a particular market, the dynamics of market competition gets enhanced in a tremendous manner. The entry of new players in the market significantly increases the availability of homogeneous products and services in the markets, which directly leads to a rise of substitute products and services for the consumers. As a result, it can be simply said that the rise of consumer choices alters the power dynamics existing in the market from the sellers to the buyers. Apart from the rise of competition in various new markets, it is very important to consider the multiple macroeconomic issues that currently exist in the global markets. The current trends reveal that the growth prospects in most of the developing economies has slowed down in the recent times because of the influence of a variety of factors like high debt, corruption, tremendous currency fluctuations as well as lack of proper policy development. A region by region analysis of the various macroeconomic factors

Review of CTS Assignment Example | Topics and Well Written Essays - 1500 words

Review of CTS - Assignment Example The universe of knowledge relies completely on competence and visions of the seeker that is why the state of production, reproduction or spreading of knowledge is in constant state of unrest and instability. (Milward, 2009) In the beginning Andrew provided us with the insight of university’s true meaning in diverse nations, during different eras. Differing in its Prestige, from a provider for social elite’s acculturate to a part of aristocratic culture of Rome and Greece, thus underlining the history of education as combination of social stature and contemplation. The initiative of university as a symbol of power or privilege, hidden its true ideology of universalism. As evidence the author provides us with the insight to see what the word Schole depicts, it is Greek for leisure or free time, providing the evidence for education’s aristocratic origin. He defines the position of university as a two edged sword. Where its usefulness or ideologies depends on the one who is holding its material sources, either making it a registered institution of truth, wisdom, science, excelled legitimacy and independence or a mere means of production of controlled thoughts.(Millward,2006).A system t hat turns the student into client’s or customers and classroom into mass production factories. it was not until mid of the 12th century the university assumed the form of an autonomously oriented institution. The word university was coined in middle ages (Universitas) where as studium generale was the initial term being used for Paris, Bologna Oxford etc. The distinction between these terms also highlights’ the difference between teaching and scholarship/research. However, the fundamental knowledge server role of university did not change over time. The fastidious indication of this role changed dramatically such as teaching is a dissemination of knowledge, to which students respond in conventional manner. But today’s plug and play generation wants to switch this

Tigers Essay Example | Topics and Well Written Essays - 500 words

Tigers - Essay Example Above the orange, the tiger is the vertical column of the white waterfall. The line of the plants underneath the Tigers do a similar transfer of colors, but they also form the vague outline of a heart, suggesting a strong bond between the animals. All of these less noticeable elements contribute to the idea of deep friendship between the two tigers that are the subject of the image. As has been discussed, there are two tigers in the image, one white and one orange. They stand on their hind legs with their forelegs wrapped around each other’s shoulders so that their bodies meet in a strong diagonal slant. Only the white tiger’s face is visible, but it almost seems as if the animal is smiling as it rests on and supports the other. This embrace is seen as friendly instead of combative because of the other elements of the image that have already been discussed.As we look at the image above, we gain a sense of strong friendship between creatures rather than competitive fight ing. The viewer is soothed and grounded by the deep greens of the background and is given a strong sense of energy and harmony by the other colors involved in the image. Stability and comfort are added to by the shapes and lines included in the background and foreground. This all contributes to the way that the subject of the image, the two tigers, is interpreted by the viewer. In the end, we understand the image to be a picture of friendship between similar but different creatures that contribute to the harmony and health of the natural world.

Rhetorical Analysis Assignment Essay Example | Topics and Well Written Essays - 1250 words

Rhetorical Analysis Assignment - Essay Example Poissant has had an extensive career as an author whereby he has written several publications in The Atlantic, One Story, New Stories from the South among others. In addition, he has also authored a book titled The Heaven of Animals, which is a collection of short stories, and set for publication in 2014. After a number of publications, he found himself contemplating on how one can be friends with Republicans. This essay explores the elements of subject, thesis, purpose, audience, persona, ethos, authoritative testimony, and analogy in Poissant’s persuasive and compelling piece of writing. The subject of the essay is how one can interact and make friends with Republicans without being judgmental, but at the same time also airing your political opinion about certain things. The author thinks that it is possible to make friends with Republicans because they are just normal people in the society. He gives example of individuals whose daughters go to the same school with his daugh ters, and that they are not issues or votes, but just people. Yes, he agrees it is challenging to be friends with the Republicans, but it can work. He gives several examples to relate to his thesis that it is possible to be friends with Republicans because they are just ordinary people, but this should not restrict one from airing his political views. In this essay, Poissant presents several purpose, which is to inform, persuade, and engage his audience. He starts the article with an interesting opening that immediately engages the audience, he says, â€Å"The trouble started the night Jeff, one of the guys I drink and talk about God with, announced that he’d been summoned to court for the Zimmerman trial jury pool†. With this, the audience immediately registers that there is an issue here in the form of a conflict. Next, he informs the audience contrary to people’s perspective, there can be an interaction and a relationship between republicans and democrats. Ho wever, he asserts that this works better when the friendship stays away from politics and discusses other matters such as God related subjects. Nevertheless, the author also informs his audience that it would be better if such relationship were allowed to flourish, while also giving room for personal political opinions on certain issues. He says, â€Å"I want to be friends with Republicans, but I don’t want to be friends with Republicans if I don’t also get to talk about why I think food stamps and socialized medicine are good ideas† in addition, the author informs the audience that republicans are ordinary human beings, and thus, it is possible to be friends with them. Finally, he informs the audience that people who act in the way they do, it is because of what they are taught that they develop. Finally, the author persuades the audience to listen to his subject by telling them that being friend with Republicans is not such a bad thing. However, he seeks to mo ve them to be cautious of the things involved in being friends with Republicans such as limited political opinions, and that it would not be easier since it calls for compromise from both parties for things to be better. The author hopes to pass his message to The New York Times readers composed of audience of several kinds. He wishes that this article were read by

The Impact of Trauma and Urban Poverty on Family Systems Research Paper

The Impact of Trauma and Urban Poverty on Family Systems - Research Paper Example Poverty will translate to the family being unable to meet their daily needs, parents will be unable to have control over the family, and quarrels and misunderstandings are likely to occur. Poverty has been blamed for many cases of breakup in families because everyone wants to go his or her own way to find a favorable life. Poverty affects a child’s physical development in that the poor family cannot afford proper nutrition to foster the growth of the child. Poor families will only afford meals once or twice in a day, and for a child to grow, proper nutrition is necessary. Poverty also means that the family will not be able to  access proper medical attention and in case of sickness, inferior treatment methods will be used, and the child’s health will deteriorate hence undermining proper physical development (Eamon, 2001). Poor quality housing because of poverty can contribute to frequent illnesses in children because they may be living in dirty environments, and this stunts physical development. Proper nutrition is imperative for the development of cognitive capabilities and since with poverty comes poor nutrition, the children in the poor families will be malnourished. Being malnourished implies that body organs will lack sufficient energy for body organs and tissues to be healthy and functional. If the body organs and tissues do not function properly, this translates to poor cognitive capabilities since the body cannot respond satisfactorily to external factors. This is because illnesses are likely to set in the child’s body hence causing a holdup in the cognitive development of the child.

Critical Analysis of Frustration Essay Example for Free

Critical Analysis of Frustration Essay The concept of this story is that war can never be justified through self-righteousness. That is, if a person is trying to start a war because he thinks himself to be better than his target, there is no just reason for him to do it. Most, if not all, wars are primarily begun by one man believing himself to be better than is target. This is proven through the history of Rome and other nations. But what makes war justified? Is there ever a reason to destroy another’s life? The answer is no. Starting a war can never be justified. This story proves that. In â€Å"Frustration† a man is trying to find proof that a justified war is indeed possible. His advanced technology allows him to run through computer simulations which, in theory, would find a series of events that would make this man’s war, right. The main issue that is brought up is that a computer, in itself, lacks self-righteousness, meaning that it places a much higher value on human lives than the average human does. But how does this make any difference? Humans naturally believe that they are in some way better than each other. If a man thinks that he is better than another man than what is to stop him from attempting to subdue and enslave the lesser man? It is this self-righteousness, unchanged by generations, that causes all wars. All through that ages humanity has stayed the same in their behaviors and characteristics. This story implies this even at the very beginning of it. â€Å"The whole meal has been prepared by computer. Untouched by human hands†. With these words we know that this story takes place in the future. Herman Gelb, the main protagonist in the story, is at a meeting ith the computer programmer Peter Jonsbeck. Immediately the conversation is turned upon the activities of old man Hargrove, the Secretary of Foreign Affairs. Herman is intrigued by the fact that Hargrove is intent on finding a war that is justifiable and efficient. At questioning this, Herman get the response from Peter, â€Å"He wants the world to be the way we are-noble, honest, decent, full of respect for human rights and so on†. Now we know that it is the self-righteousness of Hargrove that is leading him to perform these computer simulations. It shows that, in this author’s view, humanity is likely to stay unchanged in the future; ignorant from their distaste of the other man, self-righteousness driving them to believe that they are the best in the world. And so our characteristic of self-righteousness never changes. Our personal beliefs can never justify war. Self-righteousness makes us blind to the true needs of our fellow man, and in the end brings dissent among people, and war. Peter makes the quote, â€Å"And they’re keeping the pressure on us, too. They don’t think we’re perfect†, this shows that self-righteousness never travels one way, that is, one person may think he is superior to someone else but that someone else will not think that person superior to him. In the story the three men all believe that they need to conquer the world in order to make it like them. They use this to justify their reason for war. When Peter says, â€Å"Hargrove thinks it is possible to find some combination of starting conditions and courses of development that will result in clear victory for us and not too much damage to the world, and he labors in constant frustration. , we know that Hargrove is so consumed by his self-righteousness that he labors furiously in order to find some kind of equation that will make his war just. This relates to human nature in a way that is explicitly obvious. We do not want to be alone in the world and therefore try to make others to be like us. Sadly in this process we begin to believe that we are better than our fellow man. This is not so. â€Å"After all†, says Peter, â€Å"It may be that even the losing nations would benefit from being directed by us, with our stronger economy and stronger moral sense. These men in the story are blind. In believing that they have a stronger moral sense, they have proven their humanity. What kind of people, with a strong moral sense, would attempt to take over nations, in order for those nations to be like them. As a people we desire not to be alone but to be supported. However, through this desire, we get blinded from our true motives. Attempting to assimilate a people is not moral or just. It is simply, wrong. As a race we tend to put a much higher value on ourselves and our desires than the needs of our neighbours. Computers have no sense of self-righteousness, which is one of the key components of humanity’s character. Herman mentions to Peter that there would be casualties. In reply Peter says, â€Å"Yes, of course. But the computer will presumably compare the casualties and other damage-to the economy and ecology, for instance-to the benefits that would derive from our control of the world, and if it decides the benefits outweigh the casualties, then it will give the go-ahead for a ‘just war’†. The computers in the story could not find a good enough excuse for a â€Å"just war† because they had no sense of self-righteousness. They did not believe that they â€Å"needed to be in control of the world and subdue other nations. In response to an accusation from Gelb that Peter is in the computer programming business for the money, Peter defends himself saying, â€Å"There won’t be a war. There’s no realistic combination of events that would make the computer decide on war†. The computers put a much higher value on life than Hargrove and the others. Hargrove believed that the other nations needed to be controlled by them in order that they be â€Å"proper† nations. The computers could not justify war by the human’s need to be in control. Gelb is curious as to why there will not be a war so Peter tells him, â€Å"I don’t know any way of programming a computer to give what is most needed in any war, any persecution, any devilry, while ignoring any harm that may be done in the process. † Sadly this is true. Any war, in order to be begun, needs some sort of devilry in order for it to get a kickoff. Computers have no sense of devilry because they have no self-righteousness, and, therefore, they can find a reason to start a war for just reasons. Those reasons simply do not exist. Human nature never changes. Wars are wrought. Lives are lost. These wars can never be justified by man’s need to be superior to his neighbour. Ever since the dawn of mankind, wars have been fought because one man, or people, believed they were the superior. This characteristic had never changed through our history, and it never will. God gave us the command to love our neighbour as ourselves. However, as this story dictates, people often love themselves way more than their fellow man. Destruction and chaos have been driven by humanities self-righteousness. But as the story dictates, self-righteousness is never focused one way. People will not freely believe that someone else is better than them. We want others to be like us because we do not want to be alone in the world. Unfortunately through this process, we begin to believe that we are better than other people. This desire for attention leads to some of the world’s greatest tragedies and depressions. Computers lack what war needs in order to be begun. They lack any sense of devilry and self-righteousness. They place a higher value on life than the average man. Never will they justify war for the sole reason to assimilate another people or nation. No set of equations or circumstances can lead a computer to giving the â€Å"OK† for a just war. It just will not happen.

Customer Relationship Management Plan for Hotel

Customer Relationship Management Plan for Hotel The Sao Paulo Case ABSTRACT The paper sets out to produce an outline customer relationship plan for a Brazilian hotel which has recently been taken over by a globally branded hotel chain. It begins with a review of selected literature which contains knowledge, techniques and ideas relevant to a customer relationship plan. Terms are defined within this section. The final section contains the action plan, which derives from ideas in the literature review section. 1. Introduction This report will consist of a concise, integrated customer relationship plan for Sao Paulo senior management with the specific aims of: reducing customer switching maintaining stakeholder relations in the service quality value chain Within this plan there will be: an identification of the gaps in Sao Paulo’s current approach to relationship marketing planning a description of internal and external relationships which impact the hotel proposed marketing objectives to help relaunch and reposition the hotel brand suggested developments of the brand an outline service quality management programme an outline CRM system an outline integrated marketing communications programme an outline internal marketing communications programme Input for the plan will be taken from the case material and the literature review which follows in section 2. 2. Literature Review This section will review the literature in a structured way. The first part will draw on lecture notes, text books and journal articles to clarify and explain aspects of: strategic marketing and branding relationship marketing and customer relationship management service quality management The second part will draw on three cases: The Ritz Carlton case Bergstrom Hotels Sao Paulo Hotel 2.1 Strategic Marketing and Branding Piercy defines strategy as simply being about: Being best at doing those things which matter most to customers Building shareholder value by achieving superior customer value Finding new and better ways of doing things to achieve the first two[1] If one accepts this no-nonsense definition it underscores the need for all companies to: Understand who your customers are and what matters to them Know how they perceive your service levels and what you must do to improve your performance Design and implement communication and management processes which make your strategy work In other words you need a plan. The planning process is described in the lecture notes as beginning with a Mission Statement and ending with implementation and measurement control. Before customer relationship objectives (the focus of the action plan below) can be identified and agreed the mission statement needs to be clearly understood as do the dynamics of the current market place. A SWOT analysis and Marketing Audit are effective tools for clarifying the company’s current position in the market, its performance so far and for suggesting possible changes in strategic and tactical moves. In a services business this will lead to the development of a customer relationship plan, which will be underpinned by a detailed understanding of the various internal and external stakeholders with whom one needs to develop and build relationships.[2] 2.2 Relationship Marketing and Customer Relationship Management â€Å"Relationship marketing concerns the shifting from activities of attracting customers to activities concerned with current customers and how to retain them. †¦At its core is the maintenance of relations between a company and its suppliers, channel intermediaries, public and customers.†[3] Focusing on retention is considered to be significantly more profitable than conversion of non-customers. CRM is a system to make relationship marketing work. The US writer, George Day sees CRM as a customer-responsive strategy, which seeks to give companies competitive advantage by: Delivering superior customer value by personalising the interaction between company and customer, Demonstrating trustworthiness Tightening connections with customers Achieving co-ordination of complex capabilities (functions, resources) within the company[4] Park Plaza International uses its new CRM system and global database to: â€Å"promote the hotels as a group, rather than an individually networked system, with targeted promotions and one-to-one marketing†¦.Through company profiling we will be able to identify who the biggest backers of the group are and who should be given special treatment, so that we can target our promotions accordingly†[5] Hwang and Chi[6] ,in their recent empirical study, highlight the fact that service personnel are the most important resource in the service sector and also the primary marketers. By helping to achieve customer satisfaction service personnel upgrade the entire performance of the organisation. The message to management is that they should engage in aggressive internal marketing to achieve and maintain a synergy of staff satisfaction and improved organisational performance. 2.3 Service Quality Management Customers will be loyal to a hotel, or a branded hotel chain, if they are satisfied with the quality and value offered. It is therefore important for service providers to know what influences these customer perceptions. Johnston suggests two approaches to understanding customers’ perceptions and judgements of service quality: The rational approach The incident-based approach[7] The rational approach suggests that customers consciously or unconsciously use a weighted average, so that a high score on one attribute or factor may offset a low score on another, to arrive at an overall evaluation of personal satisfaction. The SERVQUAL approach is based on the work of Parasuraman, Zeithamel and Berry[8] and sets out to measure customers’ perceptions of quality across 5 dimensions: Tangibles: physical facilities, equipment, appearance of personnel Reliability: abilities to perform the promised service dependably and accurately Responsiveness: willingness to help customers and provide prompt service Assurance: knowledge and courtesy of employees and ability to inspire trust and confidence Empathy: caring, individualistic attention provided by firm to customers A third approach suggests that any single incident, delighting or satisfying, could, whatever the weightings given to the other transactions, result in an overall feeling of dissatisfaction or delight. Another writer argues that â€Å"investment of time and money in quality improvement should concentrate on those areas of your business where the effort will have the greatest benefit†[9] Effort should not necessarily be directed to areas where you are worse than the competition if those factors are not so important to customers. 2.4 The Ritz-Carlton Case R-C has a total quality approach to the business. They fix causes not problems, i.e. they think about processes and systems to prevent problems and to ensure continuous quality. They set up a system to understand the real needs of their customers, to ensure delivery of these needs, to make it work continuously and to communicate all this to the market – not just an image-driven approach, but one which was conscious of the â€Å"experience† which customers were seeking. 2.4 Bergstrom Hotels[10] Bergstrom set up a total quality approach and system which was driven by senior management but acted on and supported by teams across the organisation. Vital components of the system are: training of all staff in internal customer relations, culture, process improvement and problem-solving, setting up and development of a data-base based on customer and employee surveys to drive improvement, open lines of communication and regular performance evaluation. Recognising staff contributions to quality of service was a key final element. The case demonstrates that significant quality improvements can be achieved without significant investment and ongoing cost. 2.5 Sao Paulo Case Sao Paulo is a recently refurbished hotel which is operating in a highly competitive market (with much price cutting) and unstable economy. It has recently been taken over by a hotel chain with a global brand name and a reputation for high service quality and the ability to build long-term relationships with stakeholders. It needs now to reposition itself in the Brazilian market such that it is clearly differentiated in stakeholders minds from the competition. Service must be the main differentiator, so an integrated customer relationship plan needs to be developed. 3. Action Plan for Improving Customer Relationships 3.1 Gaps in current approach Sao Paulo needs both to retain the loyalty of its current customer base and to grow via new customer and intermediary relationships. Growth will probably come via extended use of new services (e.g. restaurants and bars) by current customers and attracting new, more focused customer segments. This needs to be spelt out in its overall mission and made explicit with regard to individual stakeholders. 3.2 External and Internal Stakeholders Apart from the different customer segments important external stakeholders are: tour operators, airlines, travel agents and the many web-based hotel discounters. Local SP-based organisations such as the city hall and tourist office may also be influential in the communication of the hotel brand to intermediaries and potential customers. The current relationship-building approach appears to be re-active and now needs to become focused and pro-active. Important internal stakeholders are hotel employees – front-office staff and sales staff – and franchisees in the restaurants and bars. All need to be aligned with the culture of the refurbished and repositioned hotel. 3.3 Relaunching and Repositioning of the Brand The SP hotel is now part of a global chain. Its service level will need to be aligned with the core brand values of GHG and these values will need to be communicated to all stakeholders and acted upon by internal stakeholders if the communicated brand image is to be consistent with delivery on the ground. Proposed marketing objectives are to: grow the current customer base by 20% by increasing spend per customer and by improving retention by 10%; focus on excellent, caring service at a fair price. 3.4 Service-Quality Programme A customer survey should be carried out to establish which service attributes are important to customers. This should be linked to an assessment of the cost of correcting what goes wrong. The survey should be ongoing and reinforced by regular staff interaction with customers so as to identify any areas of dissatisfaction. Overall customer relationship objective will be to: create in the minds of all customers an experience of being cared for by warm, friendly staff who have your best interests at heart and will do all that they can to offer you speedy and professional assistance. This will be translated into specific CR objectives for the different stakeholders, all of whom will need to participate in service quality training programmes: Franchisees: communicate always in your words, dress and body language that you are a member of the SP team. Front-office staff: make the customer feel welcome, respected, valued and at home. Sales staff: communicate, warm, professional, helpful manner at all times, backed up by prompt follow-up. Service standards: FRONT DESK: Always smile at customers Address by name wherever possible Apologise for even slightest delay Never keep customer waiting without apologising Always do what you promise to do Be sensitive to cultural differences Keep desk and hall area clean at all times Always ask if you can be of further assistance – sincerely Never argue with a customer Try always to exceed expectations Service blueprint: Sales staff to CORPORATES (process service mix): Tangibles Dress smartly, speak warmly and professionally, ensure  that all promotional materials are packaged and presented professionally Reliability Be punctual, deliver what you promise Responsiveness Exceed customer expectations with your response times  and look always for creative solutions to difficult problems Assurance Be confident about the hotel and its qualities but radiate  courtesy at all times. Avoid over-familiarity and use of christian names, unless requested to do so Empathy Avoid any remarks/comments about religion, race,  culture. Be particularly sensitive to cultural differences and help people with language difficulties. Never make fun of anyone. Apologise for even the most minor errors Service guarantee for empowering FRONT-LINE STAFF: If a customer arrives after 19.00 and requests a rate  reduction you may offer him/her a room at a rate 20% below normal rate This service quality approach is in line with the realignment of the brand as a warm and caring hotel which offers fair prices. 3.5 CRM System A CRM system needs to be developed for the global chain. It would aim to profile customers both in order to communicate with them more effectively and to ensure that service features are adapted to meet individual requirements where possible. It should be seen as a support for the warm and caring approach, not a replacement. The communications programme would need to be consistent with, and integrated into, the CRM system. 3.6 Internal Marketing Programme Staff are at the heart of hotel service and underpin customer perception of quality. Training programmes must be run to ensure that all staff are aligned with the culture and attitudes of the hotel, are aware of service guidelines and have the requisite skills and knowledge. An appraisal and suggestions system will be introduced to help staff maintain requisite standards. Incentives will be introduced to encourage maintenance of these standards. BIBLIOGRAPHY Books Barwise P. and Meehan S. (2004), Simply Better, Harvard Business School Press Cerasale M. and Stone M.(2004), Business Solutions on Demand, Kogan Page Johnston R. and Clark C. (2001), Service Operations Management, Prentice Hall Piercy N. (2002), Market-led Strategic Change, Butterworth Heinemann Journal Articles Breiter D., Tyink S. and Corey-Tuckwell S. (1995), Bergstrom Hotels; a case study  in quality†, Journal of Contemporary Hospitality Management, Vol.7 No. 6 Brown T. (1997), â€Å"Using norms to improve the interpretation of service quality  measures†, Journal of Services Marketing, Vol.11, No.1, p.80 Day G. (2000), â€Å"Tying in an Asset†, in Understanding CRM, Financial Times  Editorial article, „CRM in Hotelsâ€Å", in Leisure Hospitality Business, September,  2001 Hwang I. and Chi D. (2005), â€Å"Relationships among Internal Marketing, Employee Job  Satisfaction and International Hotel Performance†, International Journal of  Management, Vol.22 No.2 Parasuraman A., Zeithamel V. and Berry L. (1988), â€Å"SERVQUAL: a Multiple Item  Scale for Measuring Consumer Perceptions of Quality†, Journal of Retailing,  Vol.64, No.1 Spring Footnotes [1] Piercy N. (2002), Market-led Strategic Change, p. 273 [2] Lecture Notes – Key Issues from the Marketing Audit to Prioritise Actions in a Relationship Services  Marketing Plan [3] Jobber D. (2004), Principles and Practice of Marketing, McGraw-Hill, p. 117 [4] Day G. (2000), â€Å"Tying in an Asset†, in Understanding CRM, Financial Times [5] Editorial article, „CRM in Hotelsâ€Å", in Leisure Hospitality Business, September, 2001 [6] Hwang I. and Chi D. (2005), â€Å"Relationships among Internal Marketing, Employee Job Satisfaction  and International Hotel Performance†, International Journal of Management, Vol.22 No.2, p.291 [7] Johnston R. And Clark G. (2001), Service Operations Management, Prentice Hall, p. 102 [8] Parasuraman A., Zeithamel V. and Berry L. (1988), â€Å"SERVQUAL: a Multiple Item scale for  Measuring Consumer Perceptions of Quality†, Journal of Retailing, Vol.64, No.1 Spring [9] Brown T. (1997), â€Å"Using norms to improve the interpretation of service quality measures†, Journal of  Services Marketing, Vol.11, No.1, p.80 [10] Breiter D., Tyink S. and Corey-Tuckwell S. (1995), Bergstrom Hotels; a case study in quality†,  Journal of Contemporary Hospitality Management, Vol.7 No. 6