TABLE OF CONTENTS After studying this chapter you should be able to:
critically discuss timeshare stakeholders and needs.
evaluate approaches to reflecting stakeholder interests in business performance evaluation.
critically analyze long-range techniques for maintaining stakeholder loyalty.
identify and evaluate provisions for ensuring that home owners associations protect owner interests.
On one level, the relationship between timeshare home owners and resort operating companies is similar to that of any other organization and its customers. Customers are seen as king but in reality are individually often quite weak in relation to the large organization. Hence, the phrase widely used in English-speaking countries, "let the buyer beware," has come into play. According to the law of contract, an agreement to buy something from the organization stands, providing the individual has entered into the sale freely. Customers are not free to ask for their money back or to change their minds because they no longer want to make the purchase. Clearly, some of the malpractice suits launched against sales teams in the past were won because buyers made judgments based on sellers' lies and cheating business practices. Industry codes and statutory provision allow purchasers to have a cooling-off period, or give them the right to rescission, which allows the customer to withdraw from a signed contract within an agreed-upon time period.
On another level, the long-term relationship that the owner enters into requires that property quality and service delivery be consistently delivered over a long period of time. The owner is therefore in...
