Improving a destination image through a countywide training for frontline employees : the Welcome to Memphis Project / Inna Soifer, Eun-Kyong (Cindy) Choi.
A destination image plays an important role for visitors in their travel-related decision making. This case study demonstrates workforce challenges (e.g., lack of customer service skills, lack of destination knowledge, and lack of training resources) that negatively affect a destination image in the...
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| Main Authors: | , |
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| Format: | Ebook |
| Language: | English |
| Published: |
London :
International CHRIE,
2018.
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| Series: | SAGE Business Cases.
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| Subjects: | |
| Online Access: | SAGE |
| Summary: | A destination image plays an important role for visitors in their travel-related decision making. This case study demonstrates workforce challenges (e.g., lack of customer service skills, lack of destination knowledge, and lack of training resources) that negatively affect a destination image in the hospitality and tourism industry and explains countywide initiatives that the Memphis Convention and Visitors Bureau has implemented in order to overcome these issues. This case study sheds light on a destination image formation by exploring the impacts of hospitality and tourism employees on visitors' satisfaction with a destination and on the number of visitations to the destination. |
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| Item Description: | Originally Published InSoifer, I., & Choi, E. (2018). Improving a destination image through a countywide training for frontline employees: The Welcome to Memphis project. Journal of Hospitality & Tourism Cases, 6(4), 17-25. |
| Physical Description: | 1 online resource : illustrations. |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 1529717078 9781529717075 |