Crick, Anne P
Author Affiliation, Ana.
Department of Management Studies
Personalized service in the new economy: Implications for small island tourism
Journal of Eastern Caribbean Studies
Date of Publication
Argues that full personalized service is a potential source of sustainable competitive advantage for smaller Caribbean hotels but few organisations offer it. Distinguishes between full personalized service and pseudo-personalized service and discusses the findings of a study of entertainment coordinators who were expected to provide full personalized service. Results suggest that some systems intended to enforce personalized service actually hindered its delivery and encouraged employees to pay more attention to management requirements than to guest requirements. Concludes with recommendations to managers of small island hotels.....