References:

ILAC International College. (2013 & 2014) Customer Service Skills, New York, NY: Pearson Education

ILAC International College. 2013 -2014. Food & Beverage Service, New York, NY: Pearson Education)

 Patricia Lotich, (2016). 7 steps to creating a Customer Service Strategy. 
Retrieved from: http://thethrivingsmallbusiness.com/7-steps-to-creating-a-customer-service-strategy/

Helen Siwack, (2016).  Spanish brand Massimo Dutti launches in Pacific Centre.
Retrieved from: http://www.vancitybuzz.com/2016/05/spanish-brand-massimo-dutti-launches-pacific-centre/

Tomas P. (2011). Retrieved from: https://www.starbucks.com/preview

Max Fawcett (2016). Retrieved from: http://www.canadianbusiness.com/lists-and-rankings/best-managed-companies/cactus-club/

Bill Marriott (2016). Rules for success. 
Retrieved from: http://www.blogs.marriott.com/marriott-on-the-move/2016/07/rules-for-success.html

Marriott Careers. Retrieved from: http://www.careers.marriott.com/life-at-marriott/

Leigh Gallagher (2015). Why employees love staying at Marriott.
Retrieved from: http://fortune.com/2015/03/05/employees-loyalty-marriott/

Shivani Vora. (2016). This is what makes Hilton a great place to work. 
Retrieved from: http://fortune.com/2016/03/03/hilton-100-best-companies-to-work-for/

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