References and Copyright

• Accor - Accor in key figures. (n.d.-a). https://group.accor.com/en/group/who-we-are/key-figures
• Accor worldwide. (n.d.-b). https://group.accor.com/en/group/who-we-are/accor-worldwide
• Broadband extends to 99.8% of population. The Beehive. (2018, December 18). https://www.beehive.govt.nz/release/broadband-extends-998-population
• Building business strength with Digital Tools. The Beehive. (2020, September 24). https://www.beehive.govt.nz/release/building-business-strength-digital-tools
• Carlzon, J. (1989). Moments of truth. Perennial Library.
• Case studies | qualmark. (n.d.). https://www.qualmark.co.nz/about-qualmark/case-studies/
• Ciapponi, D. (n.d.). Why emotional intelligence is important in tourism & hospitality. Hospitality News & Business Insights by EHL. https://hospitalityinsights.ehl.edu/emotional-intelligence-tourism-hospitality
• Compare our brands - accor. (n.d.-c). https://group.accor.com/en/hotel-development/compare-our-brands
• Cropp, A. (2017, January 28). Get paid to shop till you drop - mystery shopping grows. Stuff. https://www.stuff.co.nz/business/88704836/get-paid-to-shop-till-you-drop--mystery-shopping-grows
• CSM The Customer Service Magazine for Managers & Professionals. (2018, August 1). Definition of Customer Service. Retrieved from CSM The Customer Service Magazine for Managers & Professionals: https://www.customerservicemanager.com/what-exactly-is-customer-service/
• Collier, M. (2011). The Ultimate Online Customer Service Guide: How to connect with your customers to sell more! Wiley.
• Downes, S. (2023, May 3). Air New Zealand is revamping its grooming rules for cabin crew: What could change? Stuff. https://www.stuff.co.nz/travel/news/131919735/air-new-zealand-is-revamping-its-grooming-rules-for-cabin-crew-what-could-change
• Gerber, M. (n.d.). EQ in the workplace: 6 Ways High Eq Employees Boost Productivity. EQ in the workplace: 6 ways high EQ employees boost productivity. https://hospitalityinsights.ehl.edu/emotional-intelligence
• Gillick, S. (2018, June 22). Six Ways to Master Product Knowledge and Why It's Important. https://www.travelmarketreport.com/articles/Six-Ways-to-Master-Product-Knowledge-and-Why-Its-Important
• How the pandemic has changed customer support forever. The Intercom Blog. https://www.intercom.com/blog/forrester-research-how-the-pandemic-changed-customer-support/
• McArthur, G., Wu, C. K., Hull, J., Kingston, A., & McIntosh, M. (n.d.). Oxford English.
• Marae digital connectivity. Te Puni Kōkiri - Kāinga. (n.d.). https://www.tpk.govt.nz/en/nga-putea-me-nga-ratonga/marae/marae-digital-connectivity
• Publications: Stats NZ. Publications | Stats NZ. (n.d.). https://www.stats.govt.nz/publications?filters=Tourism%2CInformation+releases&sort=5
• Service is good for you. (2020, December 20). The Telegraph.
• ‘Tomorrow’s Experience Today 2018 KPMG New Zealand Customer Experience Excellence Report. (n.d.).
• Tourism 2025 & beyond. TIA. (n.d.). https://www.tia.org.nz/tourism-2025/
• Wellington, E. (2022, November 21). Customer Feedback: Why It’s Important + 7 Ways to Collect It. https://www.helpscout.com/blog/customer-feedback/

Videos:

• YouTube. (2011, December 2). 100% pure New Zealand - HD - extended. YouTube. https://www.youtube.com/watch?v=qHIDGESGh5c
• YouTube. (2012, September 19). Welcome to the youngest country on earth - forever young. YouTube. https://www.youtube.com/watch?v=1kJPMcW1vK8
• YouTube. (2012, November 27). Middle-earth weather forecast. YouTube. https://www.youtube.com/watch?v=7UhqNt98tsY
• YouTube. (2013, May 8). Richard Branson reveals his Customer Service Secrets | Forbes. https://www.youtube.com/watch?v=Fy4lYDN1gz4
• YouTube. (2013, December 16). 100% middle-earth, 100% pure New Zealand. YouTube. https://www.youtube.com/watch?v=zHGmBTIM4io
• YouTube. (2016, October 13). Customer service vs. customer experience. YouTube. https://www.youtube.com/watch?v=bL_D-qyva0c
• YouTube. (2016, December 11). New Zealand - the real middle-earth. YouTube. https://www.youtube.com/watch?v=nv8PTDGCaeU
• YouTube. (2019a, March 5). Discover manaakitanga with tourism New Zealand. YouTube. https://www.youtube.com/watch?v=GGXpOTo1C9E
• YouTube. (2019, June 16). 100% pure welcome - 100% pure New Zealand. YouTube. https://www.youtube.com/watch?v=GHqRROzxuVQ
• YouTube. (2021, September 13). Te Waharoa - Manaakitanga. YouTube. https://www.youtube.com/watch?v=mc_fJopm0dw

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