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This Concept Map, created with IHMC CmapTools, has information related to: Dissertation, pg 3 marriott 2, Vision Communicate What business we're in How we chose to operate What we value, Service Strategy Development & Implementation Service Systems, Expectations ???? Service Quality and Customer Satisfaction, What business we're in How we chose to operate What we value Communicate and Defines the appropreate Resources Service Systems, Marketing Contributes to Potential Future Customer, Service Strategy Combines Culture, Marriott Hotels Verticle Integration of Markets through Branding ????, Marriott Hotels Verticle Integration of Markets through Branding ????, Marriott Hotels Verticle Integration of Markets through Branding ????, Potential Future Customer Anticipation of Future Experience Expectations, Marriott Hotels Verticle Integration of Markets through Branding ????, Mission Communicate What business we're in How we chose to operate What we value, Service Strategy Combines Vision, Customers' Perception of Satisfaction Have influence over Other Guests Word of Mouth, Marriott Hotels Verticle Integration of Markets through Branding ????, Service People Combine and Interact Customers' Perception of Satisfaction, Service Systems Provide the tools Processes, and procedures to deliver service Service People, Other Guests Word of Mouth Contributes to Potential Future Customer, Service Systems Combine and Interact Customers' Perception of Satisfaction, What business we're in How we chose to operate What we value Communicate and Defines the appropreate Resources Service People