Preliminary remarks (1) A wide range of review sites and booking platforms with evaluation function

Size: px
Start display at page:

Download "Preliminary remarks (1) A wide range of review sites and booking platforms with evaluation function"

Transcription

1 ITB Berlin Convention 2012 ITB Marketing and Distribution Day 9 th March 2012 Focus on Social Media: Fakes on Review Sites!? A new empiric study of the ITB Berlin and Worms University of Applied Sciences Prof. Dr. Roland Conrady Scientific Director ITB Berlin Convention / Worms University of Applied Sciences Preliminary remarks (1) A wide range of review sites and booking platforms with evaluation function 2 / 39

2 Preliminary remarks (2) In times of web 2.0 customer evaluations on the Internet have a considerable influence on the sales chances of suppliers Fake of customer evaluations are obviously very common: probably % of all hotel evaluations are faked (Stiftung Warentest, 2010) Level of reviews which are fake and misleading has now reached epidemic levels (Kwikchex, 2011) Increase of civil disputes (in Germany, UK, etc.) Media hype about fakes since 2011 (e. g. ZDF/Wiso, WDR/Markt, Stern TV, Die Welt, Top Hotels etc.) Up to now no empiric research on how hoteliers estimate faked customer evaluations and how they deal with this 3 / 39 Agenda Initial position meaning of customer evaluations on review sites legal situation fake opportunities and effects Study results study profile dealing with customer evaluations in portals evaluations and dealing with fakes Recommendations for hoteliers for consumers 4 / 39

3 Agenda Initial position meaning of customer evaluations on review sites legal situation fake opportunities and effects Study results study profile dealing with customer evaluations in portals evaluations and dealing with fakes Recommendations for hoteliers for consumers 5 / 39 Meaning of customer evaluations on review sites (1) High rate of use: 48 % of the Internet users in Germany read evaluations of other users before purchasing (source: Bitkom 2010) High credibility: Germany: 95 % of the Internet users regard evaluations of other users as very reliable or reliable (source: VIR/IUBH 2011, n = 1,035) USA: 51 % of the internet users regard evaluations or recommendations on review sites as very reliable or reliable (source: e-tailing group, Social Shopping Study 2011, n = 1,004) Strong purchase decision influence: 59 % of Internet users are very influenced by online evaluations when booking their accommodation (source: VIR/IUBH 2011, n = 1,027, just as: e- tailing group, Social Shopping Study 2011, n = 1,004) 6 / 39

4 Meaning of customer evaluations on review sites (2) Among search engines evaluation portals often rank higher than hotel sites and, therefore, are easier found Influence of customer evaluations beyond the Internet (e. g. Tripadvisor s Zertifikat für Exzellenz or co-operation TrustYou and Dehoga (allocation of hotel stars) Sorting in evaluation portals: either pre-selection or active selection of the listing per evaluation Despite all fears of evaluations: majority is positive 7 / 39 Legal situation Fake evaluations on the Internet as act of unfair competition acc. to 4 no. 3, 3 UWG: legal situation clear, however, proof is difficult Often disputable: question of liability and behavioral duties ofthe platform operator Operator of an online hotel evaluation platform can not be obliged to review critical user comments and negative evaluations regarding their correctness prior to publication (Supreme Court Berlin). Interdiction of the evaluation of a hotel group is legally unenforceable. Also anonymous expressed opinions are under the protection of freedomof opinion and communication (OLG Hamburg). Accusation vs. Tripadvisor: publication of reviews without fake control British Kwikchex has objected against Tripadvisor at the UK Advertising Standards Authority and the US Federal Trade Commission and requested investigations into offences at the FBI (more than 3,000 obvious fake evaluations). Tripadvisor in UK indicted: after a red flag (fake suspicion) turnovers of the Riderside hotels about 75 % 8 / 39

5 Fake opportunities and effects Fakes wide-spread: British user Bellagio (32,300 evaluations in 7 years), 2 US users (56,000 comments), Niederländer (since 2005 more than 23,400 comments) Identification of fakes is difficult There is not only true or untrue. Correct, but unilateral pointed evaluations are hardly to be found, legally not doubtful but effective: irradiation effects and attribute dominances study of the Cornell university: people do not identify fakes (!), software support imperative (new Cornell software identifies 90 % of the fakes) Purchase of fakes by agencies and Internet users is possible Proof of residence does not prevent positive fakes Fakes can significantly warp evaluation results. Rule of thumb: in case of left-skewed or right-skewed distribution of the evaluation 20 % of extreme fakes change the average evaluation by nearly half a rating point! 9 / 39 The market price for fakes 5 star web reviews go by $5 New York Times, 19 th Aug / 39

6 Agenda Initial position meaning of customer evaluations on review sites legal situation fake opportunities and effects Study results study profile dealing with customer evaluations in portals evaluations and dealing with fakes Recommendations for hoteliers for consumers 11 / 39 Study profile Study of Worms University of Applied Sciences, department of Tourism/Travel Management, and ITB Berlin* (authors: Sabrina Ludwig, Anja Rebmann, Maren Vogler; leadership: Prof. Dr. Roland Conrady) Objective: investigation of evaluations and handling of fake reviews on behalf of German hoteliers Time frame: 10 th Jan -22 nd Feb ,200 contacted hotels (survey via telephone interviews (152) and questionnaires (178)) 330 actual interviews (43 % chain hotels, uniform distribution business/leisure, 63 % are 4* and 5* hotels, representative regional distribution in Germany) * with the kind assistance of the Hotelverband Deutschland IHA 12 / 39

7 Customer evaluations are the norm n = / 39 More than 50 % of the hotels are present on the Top 6 platforms n = / 39

8 Sighting of the evaluations is everyday work for the hoteliers n = / 39 Time waster evaluation portals? (1) n = 306 less than 20 min./day! 16 / 39

9 Evaluation portals as important element for benchmarking n = / 39 Time waster evaluation portals? (2) n = 249 less than 10 min./day! 18 / 39

10 Technologies support market analysis n = / 39 Brand leader is TrustYou n = / 39

11 The boss sights the entries n = / 39 Hoteliers recognize the trend n = / 39

12 Evaluations as instrument for complaint management wide-spread n = / 39 Disparate picture to the reaction of positive evaluations n = / 39

13 Reaction to negative evaluations can be improved n = / 39 Hoteliers initiate evaluations n = / 39

14 Hoteliers are creative n = / 39 Nearly half of the hoteliers: experiences with fake evaluations n = / 39

15 Various sources of fakes No 1: the competition n = / 39 Extortion of the hoteliers by guests wide-spread n = / 39

16 Hoteliers mostly remain steady on attempted extortions n = / 39 Hoteliers mostly react on occurred extortive evaluations n = / 39

17 Agenda Initial position meaning of customer evaluations on review sites legal situation fake opportunities and effects Study results study profile dealing with customer evaluations in portals evaluations and dealing with fakes Recommendations for hoteliers for consumers 33 / 39 Recommendations for hoteliers To sight customer evaluations in the relevant platforms (own and competition) regularly In case of obviously wrong evaluations: to contact platform and to request deletion. Installation of an own evaluation system (with support by software suppliers), but: hotel has already to be found Market research and quality management: preservation of customer feedback, motivation for improvement suggestions Utilization for bonus scheme To use positive evaluations in marketing material (increase of the conversion rate) Further research requirements: coherence evaluations and sales, finances, etc.? 34 / 39

18 Recommendations for consumers Always visit several portals Do not only pay attention to customer evaluations but also to hotel website, travel agency recommendations, magazine contributions, etc. Consider number and actuality of the contributions Read evaluations carefully (caution with descriptions from catalogues, etc.) Inspect evaluators (register date of the user, which hotels doesthe user evaluate, contacting possible? social demographics?) 35 / 39 Thank you for your attention! Prof. Dr. Roland Conrady mail: mobile: / 39

Benchmarks of Fair Practices in Online Distribution (Version 2014)

Benchmarks of Fair Practices in Online Distribution (Version 2014) Riga, 17 th October 2014 Benchmarks of Fair Practices in Online Distribution (Version 2014) Preamble: This paper has been elaborated by the members of HOTREC as more and more hoteliers worry about their

More information

Distance selling: sale of consumer goods over the internet or telephone etc

Distance selling: sale of consumer goods over the internet or telephone etc Distance selling: sale of consumer goods over the internet or telephone etc Standard Note: SN/HA/5761 Last updated: 23 February 2012 Author: Section Lorraine Conway Home Affairs Section Many people shop

More information

Come rain or shine Commercial solutions for corporate lives

Come rain or shine Commercial solutions for corporate lives Come rain or shine Commercial solutions for corporate lives Investigating Dishonesty, Fraud and Bribery Michelle Chance Employment Partner Tel: 020 7566 2925 Fax: 020 7702 5118 Email: mchance@ Introduction

More information

Six key metrics for managing global-local communication Opinion: Angela Sinickas, President, Sinickas Communications, Inc.

Six key metrics for managing global-local communication Opinion: Angela Sinickas, President, Sinickas Communications, Inc. Jean Burke: Employee engagement surveys key points () Pretest your survey questions. Use local managers to review your questionnaire and test for understanding in local markets. Simple words and concepts

More information

China Publishes Draft Rules on Protection of Information Network Dissemination Rights

China Publishes Draft Rules on Protection of Information Network Dissemination Rights China Publishes Draft Rules on Protection of Information Network Dissemination Rights 1 China Publishes Draft Rules on Protection of Information Network Dissemination Rights On 22 April, 2012, the Supreme

More information

TCO Certified Self-assessment Questionnaire

TCO Certified Self-assessment Questionnaire ! TCO Certified Self-assessment Questionnaire A.7.2 Senior Management Representative, Socially Responsible Manufacturing Introduction: Completion of this Self-assessment Questionnaire is required under

More information

Case: Effective Hybrid Ads

Case: Effective Hybrid Ads Case: Effective Hybrid Ads AdPeople ADVERTISING AGENCY: ADPEOPLE ADVERTISER: DELL COMPUTER CORPORATION EMEA index page 1. Executive summary... Page 01 2. Introduction... Page 02 3. Strategy... Page 03

More information

Managing Your Brand s Online Reputation on TripAdvisor

Managing Your Brand s Online Reputation on TripAdvisor Managing Your Brand s Online Reputation on TripAdvisor Getting the Most out of the World s Largest Travel Site Scott Caufield DMO Sales Manager - Midwest Region TripAdvisor GULF SHORES & ORANGE BEACH

More information

Guidelines for sales and marketing codes of practice for Fixed-line Telecommunications Services

Guidelines for sales and marketing codes of practice for Fixed-line Telecommunications Services Guidelines for sales and marketing codes of practice for Fixed-line Telecommunications Services 1. Introduction and overview 1.1 Key objectives to be outlined: To ensure that Communications Providers (

More information

DailyMailz may collect and process the following personal information about you:

DailyMailz may collect and process the following personal information about you: Privacy Policy DailyMailz is committed to preserving the privacy of all visitors to its website www.dailymailz.nl ("Website"). This privacy policy along with DailyMailz s terms and conditions of use and

More information

Environmental Training and Measures at Scandic Hotels, Sweden

Environmental Training and Measures at Scandic Hotels, Sweden Environmental Training and Measures at Scandic Hotels, Sweden EXTENDED ABSTRACT Paulina Bohdanowicz*, Branko Simanic, Ivo Martinac Sustainable Building Systems Department of Energy Technology Royal Institute

More information

EU Competition Law. Article 101 and Article 102. January 2010. Contents

EU Competition Law. Article 101 and Article 102. January 2010. Contents EU Competition Law January 2010 Contents Article 101 The requirements of Article 101(1) Exemptions under Article 101(3) Article 102 Dominant position Abuse of a dominant position Procedural issues Competition

More information

WITNESSES AT TRIAL. Case: Doorson v Netherlands. ECHR Article: Article 6 The Right to a Fair Trial Project group: University of Glasgow

WITNESSES AT TRIAL. Case: Doorson v Netherlands. ECHR Article: Article 6 The Right to a Fair Trial Project group: University of Glasgow Case: Doorson v Netherlands WITNESSES AT TRIAL ECHR Article: Article 6 The Right to a Fair Trial Project group: University of Glasgow A LANDMARK DECISION A.0 RATIONALE: WHY THIS ARTICLE? WHY THIS JUDGMENT?

More information

10 Questions Advisors Routinely Fail to Ask When Changing Broker-Dealers

10 Questions Advisors Routinely Fail to Ask When Changing Broker-Dealers Finding the perfect broker/dealer fit for you is paramount to your success. Advisors considering a change must do their homework carefully in order to avoid a mistake that could cost them thousands. 10

More information

Consumers & online reviews

Consumers & online reviews Consumers & online reviews Michela VUERICH Programme Manager, Sustainability & Services Panel 4 - European Tourism Forum 17-18 September 2015, Luxembourg 1 Rise of Online Reviews - Benefits 2 Consumer

More information

TABLE OF CONTENTS. Germany Overview 24 Spain Overview 27 Portugal Overview 30 The Netherlands Overview 32 Czech Republic Overview 34 About WSI 35

TABLE OF CONTENTS. Germany Overview 24 Spain Overview 27 Portugal Overview 30 The Netherlands Overview 32 Czech Republic Overview 34 About WSI 35 TABLE OF CONTENTS Executive Summary 2 United Kingdom Internet Usage 3 Total Advertising 4 Digital Advertising 5 Display Advertising 7 Search and Social 8 Social Media 9 Mobile Marketing 11 Europe Total

More information

Managing your online reputation

Managing your online reputation Managing your online reputation Getting the Most out of the World s Largest Travel Site Presented by Pollyanna Vincent Senior Partnerships Manager, UK and Nordics Consumer reviews are everywhere! NEARLY

More information

CANADIAN PRODUCT LIABILITY LAW

CANADIAN PRODUCT LIABILITY LAW CANADIAN PRODUCT LIABILITY LAW Presented by Kevin Johnson Litigation Partner Lette LLP Canadian German Chamber of Industry and Commerce Inc. September 28, 2011 LETTE LLP 20 Queen Street West, Suite 3300,

More information

Prof. Dr. Harald Jatzke Judge at the Supreme Tax Court, Munich. Selected Procedural Issues

Prof. Dr. Harald Jatzke Judge at the Supreme Tax Court, Munich. Selected Procedural Issues Prof. Dr. Harald Jatzke Judge at the Supreme Tax Court, Munich Selected Procedural Issues I. Recusal of a judge from a case II. Opinion process III. Expert evidence IV. Sanctions (refusal to admit comments

More information

OPEN RECORDS AND MEETINGS OPINION 2015-O-14. North Dakota State Board of Dental Examiners CITIZEN S REQUEST FOR OPINION

OPEN RECORDS AND MEETINGS OPINION 2015-O-14. North Dakota State Board of Dental Examiners CITIZEN S REQUEST FOR OPINION OPEN RECORDS AND MEETINGS OPINION 2015-O-14 DATE ISSUED: ISSUED TO: North Dakota State Board of Dental Examiners CITIZEN S REQUEST FOR OPINION This office received a request for an opinion under N.D.C.C.

More information

Security-Compliance Guidelines of the Generali Deutschland Group

Security-Compliance Guidelines of the Generali Deutschland Group Security-Compliance Guidelines of the Generali Deutschland Group as at January 2009 Contents Page PART 1: OVERVIEW 3 A. Definition 3 B. Targets 3 C. Scope of application 3 PART 2: COMPLIANCE 3 A. Duties

More information

REVIEWS, REPUTATION AND ROI

REVIEWS, REPUTATION AND ROI REVIEWS, REPUTATION AND ROI Getting the Most out of TripAdvisor and Your Online Presence Presented by Steven Paganelli, CDME Head of Destination Marketing Sales, Americas WHAT IS THE ROI OF SOCIAL MEDIA?

More information

Preparing for a Trade Show: How to Market your Company Effectively. Piers Bocock

Preparing for a Trade Show: How to Market your Company Effectively. Piers Bocock Preparing for a Trade Show: How to Market your Company Effectively Piers Bocock Workshop Agenda Introductions and expectations Purpose of this seminar The importance of marketing Trade shows as a marketing

More information

General terms and conditions of the contract for accommodation in A&O Hostel Praha s.r.o. (Ltd), U Vystavyste 1/262 170 00 Prague 7.

General terms and conditions of the contract for accommodation in A&O Hostel Praha s.r.o. (Ltd), U Vystavyste 1/262 170 00 Prague 7. Translation from the German language General terms and conditions of the contract for accommodation in A&O Hostel Praha s.r.o. (Ltd), U Vystavyste 1/262 170 00 Prague 7 1 Scope (1) These general terms

More information

Data controllers and data processors: what the difference is and what the governance implications are

Data controllers and data processors: what the difference is and what the governance implications are ICO lo : what the difference is and what the governance implications are Data Protection Act Contents Introduction... 3 Overview... 3 Section 1 - What is the difference between a data controller and a

More information

The Federation of Hong Kong Hotel Owners Limited PROPOSAL TO ESTABLISH A HOTEL CLASSIFICATION SYSTEM FOR HONG KONG

The Federation of Hong Kong Hotel Owners Limited PROPOSAL TO ESTABLISH A HOTEL CLASSIFICATION SYSTEM FOR HONG KONG PROPOSAL TO ESTABLISH A HOTEL CLASSIFICATION SYSTEM FOR HONG KONG INTRODUCTION Hotel owners world wide have recognized the importance and benefits of belonging to a benchmark. To remain competitive, they

More information

WHAT YOU NEED TO KNOW ABOUT:

WHAT YOU NEED TO KNOW ABOUT: Supplier guide WHAT YOU NEED TO KNOW ABOUT: Online reviews a guide for business and review platforms November 2013 www.accc.gov.au Australian Competition and Consumer Commission 23 Marcus Clarke Street,

More information

A leading player in the German price comparison market

A leading player in the German price comparison market A leading player in the German price comparison market 1 Corporate facts Introduction Founded in May 2000 Mgmt. by founders: Dr. A. von Sonntag, C. Habermehl & M. Sinner Axel Springer AG majority shareholder

More information

-Spam- Solicited Pornography and Marketing. A Worldwide Internet Disease. by Judith Leonhardt

-Spam- Solicited Pornography and Marketing. A Worldwide Internet Disease. by Judith Leonhardt -Spam- Solicited Pornography and Marketing A Worldwide Internet Disease by Judith Leonhardt Primary characteristics of spam: electronical message, send in large quantities, unwanted and of commercial nature

More information

Written evidence for the Department of Business, Innovation and Skills: a small business commissioner

Written evidence for the Department of Business, Innovation and Skills: a small business commissioner Written evidence for the Department of Business, Innovation and Skills: a small business commissioner About ACCA ACCA is the global body for professional accountants. We aim to offer business-relevant,

More information

Headquarters Army Legal Assistance Catterick Barracks British Forces Post Office 39

Headquarters Army Legal Assistance Catterick Barracks British Forces Post Office 39 Headquarters Army Legal Assistance Catterick Barracks British Forces Post Office 39 Tel Civilian: (0049) (0)521 9254 3191 or 3196 Fax Civilian: (0049) (0)521 9254 3115 Tel Military: 94 8(81) 3191 or 3196

More information

Mobile ist das neue Web!

Mobile ist das neue Web! Mobile ist das neue Web! Ein Überblick zum aktuellen Stand der Nutzung digitaler Medien in Deutschland Mobile Advertising Summit, Berlin, 21. April 2015 Florian Renz, Senior Manager #MAS15 GfK 2015 Mobile

More information

Hoteliers Guide to Responding to Online Reviews. By: Travel Media Group (March 2015)

Hoteliers Guide to Responding to Online Reviews. By: Travel Media Group (March 2015) Hoteliers Guide to Responding to Online Reviews By: Travel Media Group (March 2015) Table of Contents Why are Online Reviews Important?...3 How to Respond to Online Reviews...4 Review Sites 101...7 TripAdvisor...7

More information

Human Resource Development

Human Resource Development Human Resource Development Bikramjit Maitra Vice President Human Resource Development Safe Harbor Certain statements made in this Analyst Meet concerning our future growth prospects are forwardlooking

More information

Reputation Management, Essential to Your Brand Identity. Mark Preston DigMe, NYC 2015

Reputation Management, Essential to Your Brand Identity. Mark Preston DigMe, NYC 2015 Reputation Management, Essential to Your Brand Identity Mark Preston DigMe, NYC 2015 World s largest travel site World s best travel planning resource In 45 Countries & 28 Languages Mission Help travelers

More information

An Interview with Berlin School President Michael Conrad for Media Marketing Magazine

An Interview with Berlin School President Michael Conrad for Media Marketing Magazine An Interview with Berlin School President Michael Conrad for Media Marketing Magazine Author: Lea Stanković, Berlin School EMBA Participant, Class 10 I met Michael Conrad for the first time in Berlin in

More information

RENTAL PROPERTY SET UP QUESTIONNAIRE & TERMS OF SERVICE

RENTAL PROPERTY SET UP QUESTIONNAIRE & TERMS OF SERVICE RENTAL PROPERTY SET UP QUESTIONNAIRE & TERMS OF SERVICE This Agreement is made between Award Property Management Ltd ( The Agent ) and The Owner(s) listed below ( The Landlord ) with respect to the letting,

More information

Food Law and Due Diligence Defence

Food Law and Due Diligence Defence The Society of Food Hygiene and Technology INTRODUCTION This document explains the general requirements of food law and covers the main EC and UK legislation on food imports and exports, safety, traceability,

More information

Diversity A TrustMark Scheme Operator

Diversity A TrustMark Scheme Operator Diversity A TrustMark Scheme Operator TrustMark Membership Services & Insurance Backed Guarantee (IBG) Cover for HIA s Presentation by Mark Cass Diversity Business Development Director TrustMark Workshops

More information

Linde Integrity Line. Process and Data Protection Policy. 1 July 2007

Linde Integrity Line. Process and Data Protection Policy. 1 July 2007 Linde Integrity Line Process and Data Protection Policy 1 July 2007 Page 2 of 10 Table of Contents Preamble 3 1 Scope of application 3 2 Definitions 3 3 Submitting Reports Regular Channels 3 4 Submitting

More information

The Role of the Wettbewerbszentrale in the Enforcement System. against Unfair Commercial Practices in Germany

The Role of the Wettbewerbszentrale in the Enforcement System. against Unfair Commercial Practices in Germany The Role of the Wettbewerbszentrale in the Enforcement System against Unfair Commercial Practices in Germany 1. Introduction Unfair commercial practices, directed either towards consumers or competitors,

More information

Managing your online reputation

Managing your online reputation Managing your online reputation In this internet age where every thought, feeling and opinion is tweeted, posted or blogged about for the world to see, reputation management has never been so important

More information

Communications Council Best Practice Guide

Communications Council Best Practice Guide Communications Council Best Practice Guide Social Media Code of Conduct social media code of conduct Purpose In the past few years social media has become an important and integral part of the marketing

More information

https://www.youtube.com/watch?v=uffq-liw6sm Thursday, October 22, 2015 2:18 PM Thursday, October 22, 2015 3:12 PM Tuesday, October 13, 2015 8:53 AM On

More information

RECRUITMENT AND SELECTION CHARTER

RECRUITMENT AND SELECTION CHARTER RECRUITMENT AND SELECTION CHARTER Effective from: 17 January 2012 Review date: March 2014 Version/Reference: Document owner: Version 2 (HR12/03) Human Resources Section RECRUITMENT AND SELECTION CHARTER

More information

The Porch Gift Shop Strategic Human Resource Plan Jessica Akers Bus 261

The Porch Gift Shop Strategic Human Resource Plan Jessica Akers Bus 261 The Porch Gift Shop Strategic Human Resource Plan Jessica Akers Bus 261 1 Page Organization and Strategy The Porch Gift Shop is a new business that has begun as a family owned organization. We strive to

More information

Reisevertrieb unter der Lupe: Was buchen die Deutschen wirklich? 1. Travel Sales with a fine-toothed comb: What are Germans actually booking?

Reisevertrieb unter der Lupe: Was buchen die Deutschen wirklich? 1. Travel Sales with a fine-toothed comb: What are Germans actually booking? GfK Gruppe Reisevertrieb unter der Lupe: Was buchen die Deutschen wirklich? 1 Travel Sales with a fine-toothed comb: What are Germans actually booking? ITB Marketing & Sales Day Hery-Charles Eckert GfK

More information

guide to legal services

guide to legal services guide to legal services Contents Introduction 1 Legal Advice (Personal Matters) 2 What is Legal Advice? 2 How is Legal Advice obtained? 2 What Information does NIPSA HQ need? 3 Issue and Completion of

More information

Criminal Code (Child Pornography and Abuse) Amendment Bill 2004

Criminal Code (Child Pornography and Abuse) Amendment Bill 2004 1 Criminal Code (Child Pornography and Abuse) Explanatory Notes General Outline Short Title The short title of the Bill is the Criminal Code (Child Pornography and Abuse). Policy Objectives of the Legislation

More information

Introduction. This answering guide has been prepared in order to make the task of responding to the questionnaire easier for citizens.

Introduction. This answering guide has been prepared in order to make the task of responding to the questionnaire easier for citizens. Introduction The European Commission launched a public consultation on the Intellectual Property Rights Enforcement Directive (IPRED) on 30 November 2012. IPRED is in force since 2004 and requires all

More information

T a m a r i s t h e m o s t s u c c e s s f u l s h o e b r a n d i n G e r m a n y

T a m a r i s t h e m o s t s u c c e s s f u l s h o e b r a n d i n G e r m a n y T a m a r i s t h e m o s t s u c c e s s f u l s h o e b r a n d i n G e r m a n y a s u c c e s s s T o r y a b o u T a s h o e T h a T G o e s i T s o W n W a y. T h e W o r T m a n n G r o u P 6 7

More information

Carbon price claims Guide for business

Carbon price claims Guide for business Carbon price claims Guide for business Carbon price claims Guide for business November 2011 Australian Competition and Consumer Commission 23 Marcus Clarke Street, Canberra, Australian Capital Territory

More information

Plastic Cards: A Guide to Consumer Protection in the UK

Plastic Cards: A Guide to Consumer Protection in the UK Plastic Cards: A Guide to Consumer Protection in the UK One of the key benefits of using a UK-issued credit, debit or pre-paid card, is that your transactions can benefit from consumer protection that

More information

REVIEW + REPUTATION MANAGEMENT IN SOCIAL MEDIA. Monitor, sustain & shape

REVIEW + REPUTATION MANAGEMENT IN SOCIAL MEDIA. Monitor, sustain & shape REVIEW + REPUTATION MANAGEMENT IN SOCIAL MEDIA Monitor, sustain & shape 1. About me Torsten Sabel Co-Founder & COO Customer Alliance 1. Agenda 1. ABOUT US 2. PROBLEMS OF A HOTEL MANAGER 3. BACKGROUND STUDIES

More information

JEFFERSON TOURISM DEPARTMENT ADVERTISING APPLICATION COVER LETTER

JEFFERSON TOURISM DEPARTMENT ADVERTISING APPLICATION COVER LETTER JEFFERSON TOURISM DEPARTMENT ADVERTISING APPLICATION COVER LETTER Thank you for your interest in growing tourism in Jefferson. This letter is to give you an overview of the Discretionary - Advertising

More information

NYU Stern Graduate School of Business Advanced Marketing Planning Strategy Mktg.-GB 2350-20

NYU Stern Graduate School of Business Advanced Marketing Planning Strategy Mktg.-GB 2350-20 NYU Stern Graduate School of Business Advanced Marketing Planning Strategy Mktg.-GB 2350-20 Spring 2014 Feb. 4 May 8 Professor Michelle Greenwald Tues./Thurs. 3:00-4:20 Room 3-65 Office: 803 Tisch Tel:

More information

It is clear the postal mail is still very relevant in today's marketing environment.

It is clear the postal mail is still very relevant in today's marketing environment. Email and Mobile Digital channels have many strengths, but they also have weaknesses. For example, many companies routinely send out emails as a part of their marketing campaigns. But people receive hundreds

More information

Incisive Business Guide to Business Insurance

Incisive Business Guide to Business Insurance Incisive Business Guide to Business Insurance Business Insurance Guide Summary This guide from Incisive Business outlines the features and benefits for your business from taking out business insurance.

More information

The Age of ipad New Insights about Market Research with an ipad-panel

The Age of ipad New Insights about Market Research with an ipad-panel The Age of ipad New Insights about Market Research with an ipad-panel Anja Manouchehri, Daniel Rieber March 6th, 2012 More than One Mill. Germans have a Tablet PC 1,4 Mill. 4,3 Mill. population in total

More information

CONTRACT MANAGEMENT POLICY AND PROCEDURE MANUAL. 01. Introduction... 2. 02. Contract Management Policies... 2

CONTRACT MANAGEMENT POLICY AND PROCEDURE MANUAL. 01. Introduction... 2. 02. Contract Management Policies... 2 CONTRACT MANAGEMENT POLICY AND PROCEDURE MANUAL Table of Contents 01. Introduction... 2 02. Contract Management Policies... 2 03. Responsibilities of the Originating Unit Representative... 6 04. Respnsibilities

More information

Provided free by Topcashoffer.co.uk

Provided free by Topcashoffer.co.uk Provided free by Topcashoffer.co.uk So you are thinking about selling your house, and at this stage have probably tried your local estate agent and failed; or you ve made a decision that the local estate

More information

DRAKENSTEIN MUNICIPALITY

DRAKENSTEIN MUNICIPALITY DRAKENSTEIN MUNICIPALITY COMMUNICATIONS POLICY Communications Policy of Drakenstein Municipality Policy Objective The purpose of this policy is to ensure that communications across Drakenstein Municipality

More information

SALES INFORMATION PACK. Directors Hilary & A.J accepting their awards from television property guru Phil Spencer. Voted for by you the Customer!!

SALES INFORMATION PACK. Directors Hilary & A.J accepting their awards from television property guru Phil Spencer. Voted for by you the Customer!! SALES INFORMATION PACK Directors Hilary & A.J accepting their awards from television property guru Phil Spencer Voted for by you the Customer!! Page 2 OUR PROMISE Selling your property, be it your home

More information

Mutual Perceptions: Asia, Europe and Germany in a changing global environment

Mutual Perceptions: Asia, Europe and Germany in a changing global environment Mutual Perceptions: Asia, Europe and Germany in a changing global environment Friday, 22 June 2012, 12:00-2:30 German Council on Foreign Relations (DGAP) Supporting partners: With the financial support

More information

THE EVOLUTION OF CARD PAYMENTS IN THE TOURISM SECTOR

THE EVOLUTION OF CARD PAYMENTS IN THE TOURISM SECTOR THE EVOLUTION OF CARD PAYMENTS IN THE TOURISM SECTOR globalpaymentsinc.co.uk Page 2 3 FOREWORD Keeping up to date with consumers ever increasing appetite for faster, easier ways to pay throws a number

More information

Roland Berger Strategy Consultants. content. Fresh thinking for decision makers

Roland Berger Strategy Consultants. content. Fresh thinking for decision makers Roland Berger Strategy Consultants content Fresh thinking for decision makers Image problems 2.0: critical opinions in social media are a growing threat for insurance companies Foresighted online reputation

More information

The Real Questions about. Social Media Monitoring/Web Listening

The Real Questions about. Social Media Monitoring/Web Listening The Real Questions about Social Media Monitoring/Web Listening Should this new marketing discipline be called social media monitoring or web listening? Or any of the other 10 terms identified in this paper?

More information

Revenue Management Program

Revenue Management Program Revenue Management Program Interessant s Revenue Management program provides hotels with an overall revenue strategy based on demand, market, competition & opportunity. Demand Opportunity Revenue Market

More information

Position no. 4/2015 January 2015

Position no. 4/2015 January 2015 Position no. 4/2015 January 2015 Patents and Standards A modern framework for standardisation involving intellectual property rights Members of the Intellectual Property Rights Committee RA Prof. Dr. Christian

More information

Archive Legislation: Email archiving in France. The key laws that affect your business

Archive Legislation: Email archiving in France. The key laws that affect your business Archive Legislation: Email archiving in France The key laws that affect your business Contents Laws regulating archiving 3 Who is required to archive email? 3 Penalties 4 GFI Archiver 5 Archive Legislation:

More information

APPLICATION FORM. 1. Please read the brochure and the whole of this application form, which has 10 pages.

APPLICATION FORM. 1. Please read the brochure and the whole of this application form, which has 10 pages. APPLICATION FORM managed inheritance SERVICE 1. Please read the brochure and the whole of this application form, which has 10 pages. 2. Next complete pages 2 to 5, signing on pages 2, 4 and 5. Make a copy

More information

CONSUMERLAB. sharing information. The rise of consumer influence

CONSUMERLAB. sharing information. The rise of consumer influence CONSUMERLAB sharing information The rise of consumer influence An Ericsson Consumer Insight Summary Report September 2015 Contents 3 INFORMATION SHARING DYNAMICS 4 INFORMATION SHARING WITH INDIVIDUALS

More information

ARCOTEL Hotels. Founding and History

ARCOTEL Hotels. Founding and History January 2016 ARCOTEL ARCOTEL is a family-owned company which wasestablished in Vienna in 1989. The ARCOTEL group combines a personal and individual environment with international standard and top quality.

More information

Master Move in Mastering the Online Multi-Channel. Mark Craig Business Development Manager

Master Move in Mastering the Online Multi-Channel. Mark Craig Business Development Manager Master Move in Mastering the Online Multi-Channel Mark Craig Business Development Manager Agenda What is multichannel? Opportunities & challenges of multichannel The need to be platform agnostic One high

More information

Epson POS (Point of Sale) Survey A survey conducted by Coleman Parkes Research for and on behalf of Epson and Splash PR

Epson POS (Point of Sale) Survey A survey conducted by Coleman Parkes Research for and on behalf of Epson and Splash PR Epson POS (Point of Sale) Survey A survey conducted by Coleman Parkes Research for and on behalf of Epson and Splash PR Final Results - October 2012 Survey Background This study is based on 500 carefully

More information

Queensland WHISTLEBLOWERS PROTECTION ACT 1994

Queensland WHISTLEBLOWERS PROTECTION ACT 1994 Queensland WHISTLEBLOWERS PROTECTION ACT 1994 Act No. 68 of 1994 Queensland WHISTLEBLOWERS PROTECTION ACT 1994 Section PART 1 PRELIMINARY TABLE OF PROVISIONS Division 1 Title and commencement Page 1 Short

More information

The Five Star Community: The Importance of Online Reviews to Renters & Multifamily Professionals

The Five Star Community: The Importance of Online Reviews to Renters & Multifamily Professionals The Five Star Community: The Importance of Online Reviews to Renters & Multifamily Professionals The Five Star Community: The Importance of Online Reviews to Renters & Multifamily Professionals Background:

More information

Consumer rights to return faulty goods

Consumer rights to return faulty goods Consumer rights to return faulty goods Standard Note: SN/HA/2239 Last updated: 2 April 2012 Author: Lorraine Conway Section Home Affairs Section The Sale of Goods Act 1979, as amended by the Sale and Supply

More information

Working Paper Series. RatSWD. Working Paper No. 127. Potential and availability of market research data for empirical social and economic research

Working Paper Series. RatSWD. Working Paper No. 127. Potential and availability of market research data for empirical social and economic research RatSWD Working Paper Series Working Paper No. 127 Potential and availability of market research data for empirical social and economic research Erich Wiegand August 2009 Working Paper Series of the Council

More information

Weiler, Maloney, Nelson

Weiler, Maloney, Nelson Forum North 2015 November 3, 2015 Supervisor Case Study: When Health & Safety is a Crime Weiler, Maloney, Nelson Brad Smith Bill C-45 Criminal Code amended easier to convict a corporation of criminal negligence

More information

DIGITISATION OF CULTURAL MATERIAL, DIGITAL LIBRARIES AND COPYRIGHT

DIGITISATION OF CULTURAL MATERIAL, DIGITAL LIBRARIES AND COPYRIGHT DIGITISATION OF CULTURAL MATERIAL, DIGITAL LIBRARIES AND COPYRIGHT Spanish National Library, Ministry of Culture, Spain April 12 and 13, Madrid C. Trevor Clarke Assistant Director General World Intellectual

More information

LISA MADIGAN. Home Repair and Construction

LISA MADIGAN. Home Repair and Construction OFFICE OF THE ATTORNEY GENERAL STATE OF ILLI NOIS LISA MADIGAN ILLINOIS ATTORNEY GENERAL Home Repair and Construction If you are like most Illinoisans, your home is your most valuable financial asset.

More information

Dealing with the challenges of business disputes and effectively resolving them Part 1: Debt Recovery

Dealing with the challenges of business disputes and effectively resolving them Part 1: Debt Recovery Dealing with the challenges of business disputes and effectively resolving them Part 1: Debt Recovery Presented by: Emily Stubbs Date: 28 April 2016 Facts Recap Air Con Solutions Pty Ltd (ACS) buys air

More information

Center for Effective Organizations

Center for Effective Organizations Center for Effective Organizations REWARD PRACTICES AND PERFORMANCE MANAGEMENT SYSTEM EFFECTIVENESS CEO PUBLICATION G 03-21 (449) EDWARD E. LAWLER III Center for Effective Organizations Marshall School

More information

Code of Conduct. Code of Conduct, 2009 Version 1.0

Code of Conduct. Code of Conduct, 2009 Version 1.0 Code of Conduct Code of Conduct, 2009 Version 1.0 Contents A. Introduction... 3 B. Application of the Code... 3 C. Basic Rules of Conduct... 4 Avoidance of Conflicts of Interest... 5 Mutual Respect...

More information

Organisation de Coopération et de Développement Economiques Organisation for Economic Co-operation and Development

Organisation de Coopération et de Développement Economiques Organisation for Economic Co-operation and Development Organisation de Coopération et de Développement Economiques Organisation for Economic Co-operation and Development RECOMMENDATION OF THE OECD COUNCIL CONCERNING GUIDELINES FOR CONSUMER PROTECTION IN THE

More information

Application Guide to assist completion of the ACC Research Ethics Committee Application Template

Application Guide to assist completion of the ACC Research Ethics Committee Application Template Application Guide to assist completion of the ACC Research Ethics Committee Application Template A number of guiding principles govern the review of research proposals. The following provide guidance but

More information

INTRO HOW DO WE ACHIEVE THIS? WITH INNOVATION, COMMITMENT AND A SIGNIFICANT PORTION OF PASSION. INTERESTED? WELCOME TO MEILLERGHP!

INTRO HOW DO WE ACHIEVE THIS? WITH INNOVATION, COMMITMENT AND A SIGNIFICANT PORTION OF PASSION. INTERESTED? WELCOME TO MEILLERGHP! SUCCESS IN DIALOGUE 2/3 INTRO ONLY THOSE WHO UNDERSTAND HOW DIVERSE AND VARIED TARGET GROUPS ARE IN THEIR WISHES AND EXPECTATIONS WILL BE ABLE TO DEVELOP MESSAGES WHICH MAKE AN IMPACT. THOSE WHO THINK

More information

International Certificate in Financial English

International Certificate in Financial English International Certificate in Financial English Past Examination Paper Writing May 2007 University of Cambridge ESOL Examinations 1 Hills Road Cambridge CB1 2EU United Kingdom Tel. +44 1223 553355 Fax.

More information

Vendor Questionnaire. Financial and Commercial Services

Vendor Questionnaire. Financial and Commercial Services Vendor Questionnaire Financial and Commercial Services Contents Contents... 2 INTRODUCTION... 3 GENERAL BACKGROUND INFORMATION... 4 FINANCIAL INFORMATION... 5 HEALTH & SAFETY... 6 QUALITY ASSURANCE...

More information

1999 No. 2083 CONSUMER PROTECTION. The Unfair Terms in Consumer Contracts Regulations 1999

1999 No. 2083 CONSUMER PROTECTION. The Unfair Terms in Consumer Contracts Regulations 1999 STATUTORY INSTRUMENTS 1999 No. 2083 CONSUMER PROTECTION The Unfair Terms in Consumer Contracts Regulations 1999 Made - - - - 22nd July 1999 Laid before Parliament 22nd July 1999 Coming into force 1st October

More information

Charities & Not for Profit Protecting your organisation, supporting its success. Risk Management Insurance Employee Benefits Investment Management

Charities & Not for Profit Protecting your organisation, supporting its success. Risk Management Insurance Employee Benefits Investment Management Charities & Not for Profit Protecting your organisation, supporting its success Risk Management Insurance Employee Benefits Investment Management Charities are there to help those in need. But who helps

More information

SALARY SURVEY 2012. Office & Management Support. Switzerland

SALARY SURVEY 2012. Office & Management Support. Switzerland SALARY SURVEY 2012 Office & Management Support Switzerland Table of Contents Introduction Executive Assistant Personal Assistant Office Manager Administrative Assistant/Secretary Receptionist Marketing

More information

Handling Online Reviews: Best Practices

Handling Online Reviews: Best Practices Handling Online Reviews: Best Practices by Jonathan Barsky and Cindi Frame, Market Metrix TM LLC Fall 2009 TripAdvisor-branded sites make up the largest travel community in the world, with more than 25

More information

ROMANIA S COMPETITIVE ADVANTAGES ON THE GLOBAL OUTSOURCING MARKET

ROMANIA S COMPETITIVE ADVANTAGES ON THE GLOBAL OUTSOURCING MARKET Bulletin of the Transilvania University of Braşov Series V: Economic Sciences Vol. 7 (56) No. 1-2014 ROMANIA S COMPETITIVE ADVANTAGES ON THE GLOBAL OUTSOURCING MARKET D. BOŞCOR 1 C. BĂLTESCU 1 Abstract:

More information

Course Descriptions for the Business Management Program

Course Descriptions for the Business Management Program Course Descriptions for the Business Management Program Upon completion of two quarters, students will earn a Professional Certificate in Business Management with a specialization in a chosen area: HR,

More information

4 edition. LUxURY TRAVEL TRENDS. march 2014

4 edition. LUxURY TRAVEL TRENDS. march 2014 march 2014 WHO WE ARE p 3 THE STUDY p 4 MARKET p 6 LERS PROFILE CONCLUSION p16 p24 The Pangaea Network Who we are Pangaea Network is an international organization of independent agencies offering consultancy,

More information

Copyright Falcon Writing 1 of 5

Copyright Falcon Writing 1 of 5 Guidelines for Developing Effective Advertising Preliminary audit questions to assess the importance and status of our advertising: What is the sales & growth of our promotion & advertising? - Advertising

More information

Cross-Cultural Management IBU 5011

Cross-Cultural Management IBU 5011 Raimund Hudak Office hours: upon request E-mail: raimund.hudak@synesis.com Cross-Cultural Management IBU 5011 Syllabus Summer Term 2015 Time: 13:45-17:00 Room: W4.1.06 Begin: March 18, 2015 ECTS-Credits:

More information