Browsing by Author "Hubbard, Susan S."

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Developing an Industry Specific Managerial Competency Model for Private Club Managers in the United States Based on Important and Frequently Used Management Competencies

Koenigsfeld, Jason (2007-12-15)

This study investigated managerial competencies for private club managers in order to: a) measure important and frequently used management competencies according to Sandwith’s (1993) competency domain model which includes ...

The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions: An Exploratory Study in the Luxury Hotel Industry

Riscinto-Kozub, Kristen (2008-05-15)

This study investigated the quality of the complaint management process employed in five luxury hotels around the United States. Over the past two decades, complaint management research has focused on methods to evaluate ...