Employees are a vital element of a customer’s hotel experience. Responsible for delivering the differentiated experience reflected in the hotel’s brand, employees are an important brand resource, necessitating brand management adopt an external and internal perspective. This report explains internal brand management and the favorable brand outcomes that result.
Wang, Yao-Chin and King, Ceridwyn
"Effective Hotel Brand Management - Don’t forget the role of your employees!,"
ICHRIE Research Reports: Vol. 4
, Article 5.
Available at: https://via.library.depaul.edu/ichrie_rr/vol4/iss3/5