School of Business
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Item Customer Relationship Management - Contemporary Concepts and Strategies(2024-10-30) Wanjau, Kenneth; ORCID https://orcid.org/0000-0002-3146-5324This chapter explores the role of emotional intelligence (EI) in fostering customer loyalty. The chapter begins by introducing the concept of emotional intelligence (EI) and some models of EI and its relevance in customer service. It highlights how businesses are increasingly recognizing the importance of emotional intelligence in building strong customer relationships. The chapter then delves into the key components of EI and its impact on customer loyalty. It discusses the concept of customer loyalty and subsequently provides an insight of how an entrepreneur can use the customer loyalty funnel to influence customer loyalty. The chapter concludes by emphasizing the significance of EI to an entrepreneur and encouraging businesses to prioritize its development as a key driver of customer loyalty. On the whole, this chapter aims to provide insights and practical guidance for entrepreneurs seeking to enhance customer loyalty through the cultivation of emotional intelligence.Item Culture and tourism: Role Of Culture and Ethnicity on leisure and travel participation(LAP LAMBERT Academic Publishing, 2011-06-29) Mbuthia, SusanAs Tourism is seen as the World's largest industry, it is without doubt that it is practiced everywhere and by almost everyone despite of their ethnicity, culture, values or traditions. The book brings to light a decisive background of the terms culture and Ethnicity, while exploring some major global issues that affect minorities when deciding upon where and how to go or participate in leisure. The Central message of this book is that as the world becomes a global village, people are seeing themselves in different parts of the world where they either become minorities, immigrants or simply "visitors". While the Book explains the terms such as ethnicity and minority, it also investigates the role culture and ethnicity plays while one decides to travel. Bon voyage!Collection