Resources Library by ANA

The myth of service recovery

One factor that influences perceptions of recovery efforts is consumer expectations, while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding problem resolution in the context of the entire service...

Catalogue: Leisure 2006

Author: Rick Garlick

October 8, 2006

Leveraging customer panels for business success

Fairmont Hotels & Resorts is embarking on the fifth year of the management of its online FPC Guest Advisory Panel. Gathering a diverse range of guest feedback, this Panel has proven to be an invaluable source of both strategic and operational...

Catalogue: Leisure 2006

Authors: John Morton, Jon Mamela

Company: Market Probe International Inc.

October 8, 2006

Measuring word of mouth

While still in its infancy, the practice of developing and implementing marketing strategies designed to leverage the power of personal recommendations on a grand scale holds great promise. This paper combines a discussion of the results from a...

Catalogue: Leisure 2006

Authors: Heather Magaw, Judy Melanson

October 8, 2006

What guests want from a hotel

The paper describes how predictive research analytics has been used to optimise MyTravel's property portfolio, resulting in a redefined hierarchy of importance in terms of what guests want from a hotel.

Catalogue: Leisure 2006

Authors: Louise Holt, Tamsin Jenkins, Sam Gardner

Company: Nunwood

October 8, 2006

Idleness, leisure and free time

Idle time is becoming more important in cities like Mexico. Because of that, we saw the chance to make an influence on its increasing significance by converging with the leisure industry in general, which could have not only a large market, but the...

Catalogue: Leisure 2006

Authors: Heriberto Lopez Romo, Mayra Herrera Roqueñí

October 8, 2006

The importance of first contact

This paper describes an innovative approach to establishing financial values for each aspect of the hotel guest experience. It addresses the following two, critical planning questions: Can employee engagement and behavior be linked to guest...

Catalogue: Leisure 2006

Author: Robert Passikoff

Company: Brand Keys, Inc.

October 8, 2006

Innovation in cruise ship entertainment

This paper describes the process of qualitative research developed for Costa Crociere in order to help the company renew its evening entertainment services on board a cruise liner operating in the Mediterranean, and to bring them in line with...

Catalogue: Leisure 2006

Authors: Marco Ottaviani, Emiliano Romano

Company: KANTAR TNS Malaysia

October 8, 2006

Transforming leisure with ethnography

To offer satisfying experiences, the leisure industry must understand how consumers have adopted a complex, multifaceted and integrated approach to leisure. Profound cultural and values shifts have lead consumers to build uplifting and transformative...

Catalogue: Leisure 2006

Authors: Caroline Gibbons-Barry, Karen Hofman, Scott Moshier

October 8, 2006

Building a hotel brand: How a business class hotel discovered its brand

Grupo Posadas discovered a disconnect between its high-performing Fiesta Inn brand and that brand's core customer, the business traveler. A variety of research methodologies were used to re-build Fiesta Inn around a Brand DNA to meet the needs of...

Catalogue: Leisure 2006

Author: Zachary Conen

October 8, 2006