Extending hospitality to customers with epilepsy

Customers acting badly: Evidence from the hospitality industry☆

a r t i c l e i n f o The activities of misbehaving customers represent a significant problem for organizations across diverse sectors and industries. Customer misbehavior signifies behavior within the exchange setting that deliberately violates the generally accepted norms of conduct in such situations. The core aim of this study is to advance understanding of the antecedents to past customer ...

Extending customer relationship management: from empowering firms to empowering customers

Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper explores and analyses contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within C...

Relationship Marketing Practices for Retention of Corporate Customers in Hospitality Contract Catering

Customer retention is specific to the context of each firm, and this is rarely recognized in models for customer retention. This paper studies how customer retention in hospitality business-to-business contract catering depends on the relationship substance built up due to interaction between the parties. Relationship substance may be of a more or less embedded kind, which is explored here in t...

Self-Management and Its Related Factors Among People With Epilepsy Referring to Iranian Epilepsy Association

Background: People with chronic diseases, including epilepsy, need to learn self-management behaviors so as to control their disease and reduce its complications. The present study aims to determine how people with epilepsy self-manage the disease. Methods: The present research was a descriptive-correlational study conducted on 100 patients with epilepsy who had been referred to the Iranian Ep...

Working with Customers to Improve Regulation