Researcher's Biography
Name: Richard Drohan
Position: Postgraduate Research Student
Qualifications: BA (Honours) in Languages and Marketing, Waterford Institute of Technology
Email: rdrohan@wit.ie
Biography
Richard is a RIKON Postgraduate Researcher in the Waterford Institute of Technology. He was conferred with a First Class Honours degree in Languages and Marketing from Waterford Institute of Technology in 2007. Currently, Richard is in his 1st year of pursuing a Masters by research with the RIKON Research Group, under the supervision of both Dr. Patrick Lynch and Dr. Anthony Foley. The title of his research is ‘Examining Customer-Relating Capability at Front-Line levels in the Tourism and Hospitality Sector’. The principal aim of this research is to determine the most effective way of developing a capability that will help Irish tourism firms become more competitive by focusing on the importance of hotel employees to proactively interact with guests. The results obtained from this research should contribute greatly to the practical development of the Customer-Relating Capability for the Irish tourism and hospitality industry.
Research Interests:
Richard’s research interests include the Resource-Based View of the firm theory, Customer Relationship Management and the Customer-Relating Capability.
Research Project:
Research Title: 'Examining Customer-Relating Capability at Front-Line levels in the Tourism and Hospitality Sector.'
Other Works:
Drohan, Richard and Foley, Anthony and Lynch, Patrick (2009) TOWARDS A RESOURCE-BASED VIEW OF THE FIRM PERSPECTIVE ON ENHANCING CUSTOMER RELATIONSHIPS IN THE HOTEL INDUSTRY. In: IAM Conference, 02nd - 4th September 2009, Galway Mayo Institute of Technology.