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customer-experience

Une_Hotels
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Hotels must innovate to successfully compete

30 March 2012 Written by: Aude Lenoir

At the Association des hôteliers du Québec annual convention on February 6, Alain April explained that hotel owners must be creative and update their properties to maintain and improve their competitiveness. With the exception of luxury hotels, Québec hotels seem to be lagging when it comes to ingenuity and modernization. This sector, composed primarily of [...]

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ordinateur bagage
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Trustworthiness of Travel 2.0 applications and their influence on tourist behaviour

17 June 2011 Written by: Giacomo Del Chiappa

The influence of UGC on tourist choices In the last decade, the Internet has reshaped the way people plan for and consume tourist products and services. More recently, the most significant development in Internet applications has been in the area of user-generated content (UGC) and peer-to-peer applications, the so-called Web 2.0. Research is shedding light [...]

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Wireless access in hotels: luxury or necessity?

18 May 2007 Written by: Claude Péloquin

Over the past few years, hotels have invested heavily in order to satisfy their clients’ internet access needs. However, although the demand is obvious, customers’ willingness to pay is less so. Also, because a growing number of clients now travel with laptops, wireless networks are becoming increasingly popular. Do hotel owners have to resign themselves [...]

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Putting HR and tourism in context

14 February 2007 Written by: Michèle Laliberté

Understanding the environment in which tourism is evolving will help us understand the challenges facing human resources, for owners, managers and employees. However, when human resources issues themselves are in the midst of dramatic change, everyone in the industry is impacted. The world is changing: society is changing, tourism is changing, tourists themselves are changing, [...]

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What’s to be done with your VIC?

16 November 2006 Written by: François-G. Chevrier

The existence of the internet and the increased number of information tools available at destinations mean fewer queries are being addressed to VICs (visitor information centres) and tourist information desks. Many such information offices are becoming all‑purpose tourist service centres, just to survive. However, this may not be the solution for all. Perhaps some of [...]

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