Diving into the evolution of Customer Experience this text offers an insightful exploration of the paradigm shift from customer service to Customer Experience (CX) within the Caribbean context. Unveiling the dynamics of CX's influence on satisfaction, loyalty, and business profitability, this book delves into strategic planning, employee development, data-driven decisions, and emerging technological trends. Scholars and practitioners within customer service, services marketing, customer experience management and customer relationship marketing in the retail hospitality and tourism, financial, health care and education sectors will find this a valuable resource on CX's transformative power in this region and beyond.

The Caribbean now has one of the largest regional tourism industries in the world amongst developing countries. When originally published this volume was the first to provide a comprehensive discussion of tourism in this part of the world. It begins with an overview of the industry and then examines aspect of tourism marketing and management on a region-by-region basis, covering the Bahamas, Jamaica, Barbados, St Lucia, Trinidad and Tobago, Guyana and Cuba. Detailed analysis follows of sectors within the industry, such as heritage and health care, with central issues such as the intense competition between the cruise ship and hotel industries being highlighted. Discussion of the impact of US and EU policies on Caribbean tourism provides an important international perspective. Throughout, the focus is on the contribution of the regional tourism industry to Caribbean economic growth and development.

Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.

Policy innovations are needed to break the vicious cycle in urban transport in LAC. The ultimate objective should be reliable, efficient, high-quality, and sustainable urban transport. The study describes urban transport policies implemented in the region, highlighting tangible impacts whenever possible, and opportunities to improve urban transport policy. A two-pronged approach is suggested, based on (i) service-oriented policies in addition to the more common asset-oriented policies; and (ii) integrated policies that address public and private transport simultaneously, incorporating dimensions such as congestion pricing and land-use management.

This book examines the dilemma of overdependence on tourism in Caribbean countries and territories, and the need for a resilient path to address the industry’s vulnerability in the face of natural disasters. The chapters in the book question how tourism resilience is understood and practiced in Caribbean small island developing states (SIDS) and the factors that inform, undermine, or indeed redefine the sustainable resilience agenda for these territories. With its overreliance on tourism and vulnerability to climate, the Caribbean region finds itself susceptible and in need of an innovative approach in order to survive economically. Contributors to this volume touch on all three sustainability pillars and spanning across many tourism sector considerations, such as product development, stakeholder management, hotel management, marketing and entrepreneurship. By spanning the geography of the Anglophone and Spanish Caribbean this book offers a smorgasbord of conceptual and applied perspectives to researchers in the area of tourism resilience in SIDS. It also presents strategic considerations to public and private sector practitioners in implementing measures to strengthen the competitive positioning of their destinations as they contend with the dynamism of the external and internal environments.

Caribbean countries have had to navigate multiple crises, which have tested their collective resolve through time. In this regard, the region’s landscape has been shaped by an interplay of vulnerability and resilience which has brought to the fore possibilities and contradictions. It is within this context that the effects of the COVID-19 pandemic must be considered. Interdisciplinary Perspectives on Covid-19 and the Caribbean, Volume 1: The State, Economy and Health provides a comprehensive, multi- and interdisciplinary assessment of the impact of the COVID-19 pandemic, using the Caribbean as the site of enquiry. The edited collection mobilises critical perspectives brought to bear on research produced within and beyond the boundaries and boundedness of conventional academic disciplinary divides, in response to the multi-dimensional crises of our time. The culmination of this collection offers a reimagining of our Caribbean contemporary futures in the hope of finding home-grown solutions, avenues and possibilities. This volume is divided into five (5) parts consisting of twenty-four (24) chapters and weaves together thematic strands that focus on governance, the macro and micro aspects of the economy, tourism and hospitality, business management and public health policy. Together, the chapters in this volume tell the story of the extent and effects of Caribbean governments’ response to the pandemic and the ways in which industries and organisations have had to pivot to survive and transform their management and operational practices.

Latin America and the Caribbean are often placed in the same geographical and economic grouping. However, too little is known in either region about the other’s business cultures and marketplaces. Marketing in Latin America and the Caribbean is a casebook that analyses the marketing histories, challenges, strategies and vision of small, medium and large indigenous businesses from South America, Central America, Mexico and the Caribbean. The book is divided into three core sections: Marketing Tactics, including product development, pricing and digital marketing; Marketing Strategy, which considers brand development, targeting and positioning, and competitive advantage; and, Global and Regional Marketing, considering strategic alliances, global expansion and supply chain management. The work also captures the competitive strategies used by indigenous firms to drive regional and global expansion in the face of sometimes turbulent marketing environments: several of the cases in the book encourage student readers to assess the impact of the COVID-19 pandemic on the strategies and futures of Latin American and Caribbean firms. Filling a gap in the literature by focusing on this understudied region and its indigenous firms, this text is essential and recommended reading for advanced undergraduate and postgraduate students studying International Marketing, Marketing Management and Strategy. It will also be of use to academic faculty seeking classroom material that captures authentic Latin American and Caribbean marketing realities. The work is supplemented by detailed Teaching Notes for each chapter, available online for instructors.

This book investigates the adoption of Information and Communication Technologies (ICTs) in Caribbean travel firms, particularly for sales and marketing purposes. By examining the decision-making process in tourism companies deciding whether to become more dependent on digital capabilities and artificial intelligence, this text seeks to understand the role of strategy and resources in technology adoption. Further, the author assesses the role of factors both external (such as culture) and internal (such as leadership) in this strategic process. Economies in the Caribbean are reliant on tourism to bring prosperity to the region, and with the onset of the COVID-19 pandemic, the industry is being forced to transform the way it operates. With implications for those studying organizational behavior as well as strategic and tourism management, this study analyzes rapid change in this pivotal industry.

The Caribbean is at a crucial phase in its development. Global and local pressures have seen the region losing its competitiveness, while it remains at risk of losing out on development gains made in the last few decades. These pressures are demanding improvements in the way government operates, particularly in its policy-making and administrative