In This Issue
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New Tools Are Needed To Survey Customers
A new approach to measuring customer satisfaction: evaluating the emotional experience through focus groups, mystery shoppers and participant observation.
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Little Thoughts On Big Bucks
In the face of the megamillions being spent on ski area acquisition and expansion, we shouldn’t forget the energy and resourcefulness of…
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Industry Loses Three Greats
A tribute to the memory of three ski industry greats who died recently: Charles “Chic” Morton, Alf Engen, and Claude Anders.
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Who I Am; What I Am Not
SAM’s co-publisher, a woman, questions the legitimacy of differentiating women in the ski industry on the basis of their gender rather than…
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We Need To Get Involved!
Stan Hansen of Heavenly Ski Resort, Nev., challenges ski areas to become leaders in their communities in order to resolve environmental and…
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NSAA’s First President Honored
A tribute to David Judson, founding president of National Ski Areas Association, who was elected posthumously to the U.S. National Ski Hall…
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Finding Employees
A look at how ski areas around the country address the problem of attracting seasonal employees.
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Industrial Tourism
As the Forest Service shifts its focus to recreation, there is danger in measuring recreational success of public lands by “industrial” standards,…
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Landmark $6 Million Verdict Is Overturned
Ruling on an appeal of a verdict against Massanutten Ski Resort, Va., a judge overturned the jury’s decision to award a record…
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Think Globally, Sell Locally
The author examines the problems faced by NSAA in promoting its new youth marketing program, pointing out the history of previously unsuccessful…