Customer Experience Management in the Caribbean

1. Customer Experience Management: Opportunities, Challenges and Trends--Leslie-Ann Jordan, University of the West Indies St. Augustine, Trinidad
2. Delivering Service Experiences in the Shadow of the Plantation--Anne P. Crick, University of the West Indies, Jamaica
3. Improving the Customer Experience for Persons Accessing the National Emergency Ambulance Service on the Island of Trinidad--Paul Anderson and Sumit Verma
4. Improving Customer Satisfaction from a Service Productivity Perspective--Michelle McLeod, The University of the West Indies, at Mona, Jamaica
5. The Impact of an Environmental Shock on Customer Expectations and Perceptions in selected Hotels in Jamaica--Evora Mais Thompson and Nadane Y. Wright
6. Experiences or Commodities? The Peer-to-Peer Experience in Jamaica--Anne P. Crick, University of the West Indies, Jamaica
7. The Role of CX Leadership--Tiersa Smith-Hall
8. Enhancing the Student Experience: A Case Study of The University of the West Indies, St. Augustine Campus, Trinidad--Leslie-Ann Jordan, University of the West Indies St. Augustine, Trinidad and Jacqueline Huggins
9. Improving Customer Service in the Caribbean through the Implementation of Total Quality Management (TQM) Principles--Juliana Samuel
10. Human Resources Management and the Customer Experience within the Hospitality Industry--G. Anthony Ferguson
11. Culture Counts: Building out the Marriott Brand in Kingston, Jamaica--Koen Hietbrink and Candice Petgrave
12. Delivering on CX Promises: Case Studies of NCB, The VM Group, MIB and the Grace Kennedy Group--Elaine Commissiong
13. Customer Experience and Loyalty to Digicel Jamaica: A Behavioural Perspective--Trevor A. Smith and Noel M. Cowell
14. The Way Forward--Anne P. Crick, University of the West Indies, Jamaica

Leslie-Ann Jordan, PhD

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 Honors) 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, PhD

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 programs. 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.