Customer Experience Management in the Caribbean

Leslie-Ann Jordan (Edited By) Dr. Leslie-Ann Jordan, is a Senior Lecturer, Hospitality and Tourism Management at the University of the West Indies (The UWI), Department of Management Studies, St. Augustine, Trinidad, with more than 18 years teaching experience. She holds a B.Sc. in Tourism Management (First Class Honours) from The UWI and a Post-graduate Diploma in Tourism Management (with Distinction) and Ph.D. in Tourism Policy and Planning from the University of Otago, New Zealand. Her research interests include tourism development in small island developing states (SIDS) with special reference to the Anglophone Caribbean; tourism planning and development and tourism policy and decision-making. More recent research focuses on cruise tourism, heritage tourism, festival and event management and service management. Dr. Jordan is the lead editor of the text Sports Event Management: The Caribbean Experience (Ashgate, 2011) and co-editor of the text Managing Crises in Tourism: Resilience Strategies from the Caribbean (Palgrave Macmillan, 2021).Anne P. Crick (Edited By) Dr. Anne Crick is currently Senior Lecturer and former Head of the Department of Management Studies and the Centre for Hospitality and Tourism Management of the University of the West Indies Mona Campus. Before joining The UWI, she worked for several years in some of Jamaica's leading hotels in training and food and beverage management. She has a BSc in Hotel Management from the University of the West Indies, a M.S. in Organizational Management from Penn State University and a PhD in Organizational Management from Rutgers University. Her research areas include organizational culture, quality service management and Caribbean hospitality and tourism. She is also a certified trainer and has worked with several of Jamaica's leading hotels and financial institutions on various training and developmental programmes. She has recently concluded a major HR audit of tourism in the Caribbean region where she acted as Team Lead. She is a former Board Member of the Human Resource Management Association of Jamaica (HRMAJ) where she chaired the Research and Publications Committee. She is also a member of the Jamaica Customer Service Association and a director of the Group Board of Jamaica Money Market Brokers (JMMB). Her passion is for quality service delivery to internal and external customers in all areas of organizational life.

• Chapter 1: Customer Experience Management: Opportunities, Challenges and Trends Chapter 2: Delivering Service Experiences in the Shadow of the Plantation Chapter 3: Improving the Customer Experience for Persons Accessing the National Emergency Ambulance Service on the Island of Trinidad Chapter 4: Improving Customer Satisfaction from a Service Productivity Perspective Chapter 5: The Impact of an Environmental Shock on Customer Expectations and Perceptions in selected Hotels in Jamaica Chapter 6: Experiences or Commodities? The Peer-to-Peer Experience in Jamaica Chapter 7: The Role of CX Leadership Chapter 8: Enhancing the Student Experience: A Case Study of The University of the West Indies, St. Augustine Campus, Trinidad Chapter 9: Improving Customer Service in the Caribbean through the Implementation of Total Quality Management (TQM) Principles Chapter 10: Human Resources Management and the Customer Experience within the Hospitality Industry Chapter 11: Culture Counts: Building out the Marriott Brand in Kingston, Jamaica Chapter 12: Delivering on CX Promises: Case Studies of NCB, The VM Group, MIB and the Grace Kennedy Group Chapter 13: Customer Experience and Loyalty to Digicel Jamaica: A Behavioural Perspective Chapter 14: The Way Forward