Customer Satisfaction In The Hotel Industry
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Customer Satisfaction In The Hotel Industry
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Author : Gandolfo Dominici
language : en
Publisher:
Release Date : 2011
Customer Satisfaction In The Hotel Industry written by Gandolfo Dominici and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with categories.
In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon service quality. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business. Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage. We perform a qualitative analysis of a large hotel in Sicily (IT), the Sporting Club Hotel in the town Cefalù, using the Critical Incident Approach (Hayes, 2008). Through the analysis of this case we evaluate the overall customer satisfaction level for the hotel and for each supplied service . We conclude discussing the result and proposing improvement in customer satisfaction management of the hotel.
Customer Satisfaction In The Hotel Industry
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Author : Jonathan D. Barsky
language : en
Publisher:
Release Date : 1991
Customer Satisfaction In The Hotel Industry written by Jonathan D. Barsky and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991 with Consumer satisfaction categories.
The Practical Guide To Achieving Customer Satisfaction In Events And Hotels
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Author : Philip Berners
language : en
Publisher: Taylor & Francis
Release Date : 2022-07-18
The Practical Guide To Achieving Customer Satisfaction In Events And Hotels written by Philip Berners and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-07-18 with Business & Economics categories.
The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels. Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real-life industry examples, case studies, industry leaders, and the authors’ extensive backgrounds working in events and hotel management. Topics include definitions of customer service, an answer to that question ‘Is the customer always right?’, how to deal with complaints, how to empower staff to recover customer service, and how to turn new customers into loyal customers. This book is ideal for students of the management of events, hotels, hospitality, or tourism, to be used as a practical resource alongside existing theoretical textbooks. It is also an essential tool for anybody working in the customer-facing industries.
Service Quality Management In Hospitality Tourism And Leisure
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Author : Connie Mok
language : en
Publisher: Routledge
Release Date : 2013-01-11
Service Quality Management In Hospitality Tourism And Leisure written by Connie Mok and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-11 with Business & Economics categories.
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Current Issues And Development In Hospitality And Tourism Satisfaction
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Author : Muzaffer Uysal
language : en
Publisher: Routledge
Release Date : 2013-05-13
Current Issues And Development In Hospitality And Tourism Satisfaction written by Muzaffer Uysal and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-05-13 with Business & Economics categories.
Stay ahead of your customers as their service expectations change! In Current Issues and Development in Hospitality and Tourism Satisfaction, experts from the field explore customer satisfaction strategies, examining both the long-term and short-term results. This vital tool shows you new and effective approaches for understanding customer satisfaction and providing quality service at all levels of the hospitality and tourism industry. Hospitality and tourism faculty and students as well as professionals will find this book useful for improving and providing quality service management. This book illustrates the complex relationship between customer and service provider, offering practical advice and techniques for maximizing consumer contentment. Current Issues and Development in Hospitality and Tourism Satisfaction contains models for meeting—and even surpassing—consumer expectations to increase the value of the customer’s experience. This essential resource includes various methods for managers to anticipate consumer needs and perceptions, reducing dissatisfaction. This book helps you: incorporate existing and alternative measurements of satisfaction measure and improve service quality create and maintain social interaction linkages between staff and customer identify the destination performance of your hotel and other destinations or attractions evaluate consumer satisfaction with lodging services increase cross-cultural service satisfaction and much more! Tables and figures throughout the text help demonstrate the strategies, and bibliographies at the end of each chapter offer further reading. While there are other books that focus on customer satisfaction, Current Issues and Development in Hospitality and Tourism Satisfaction is rare in that it covers satisfaction issues as they apply to both hospitality and tourism.
Service Quality In Hospitality Organizations
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Author : Michael D. Olsen
language : en
Publisher: Weidenfeld & Nicolson
Release Date : 1996
Service Quality In Hospitality Organizations written by Michael D. Olsen and has been published by Weidenfeld & Nicolson this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Customer services categories.
Analysis Of Factors Affecting Customer Satisfaction In The Hotel Industry The Case Of Mongolian Tourist Hotels
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Author : Turtemuulen Dashzeveg
language : en
Publisher:
Release Date : 2016
Analysis Of Factors Affecting Customer Satisfaction In The Hotel Industry The Case Of Mongolian Tourist Hotels written by Turtemuulen Dashzeveg and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 with categories.
Innovative Business Development A Global Perspective
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Author : Ramona Orăștean
language : en
Publisher: Springer
Release Date : 2018-11-13
Innovative Business Development A Global Perspective written by Ramona Orăștean and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-11-13 with Science categories.
This proceedings volume presents the latest trends in innovative business development theory and practice from a global, interdisciplinary perspective. Featuring selected contributions from the 25th International Economic Conference Sibiu (IECS 2018) held in Sibiu, Romania, it explores various topics in the areas of economics, business, finance and accounting, including tourism, marketing and Islamic banking and finance. Written by researchers from different regions and sectors around the world, it offers significant insights into the emerging shifts that characterize the fields of innovative economics and global development, innovative business practices, as well as innovative finance and banking, and provides organizations, managers and policy makers with new reliable solutions and opportunities for innovative development and growth within and between organizations around the globe.
The Relationship Between Employee Satisfaction And Customer Satisfaction In The Hotel Industry
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Author : Mahadzirah Mohamad
language : en
Publisher:
Release Date : 1999
The Relationship Between Employee Satisfaction And Customer Satisfaction In The Hotel Industry written by Mahadzirah Mohamad and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999 with categories.
Guest Satisfaction And Guest Loyalty Study For Hotel Industry
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Author : Danijel Carev
language : en
Publisher:
Release Date : 2008
Guest Satisfaction And Guest Loyalty Study For Hotel Industry written by Danijel Carev and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Consumer satisfaction categories.
"Common perception by practitioners in the hotel industry today that a satisfied guest would become a repeat customer was considered as a major subject of this research. It determined the extent to which satisfaction fostered loyalty. Interviewing guests and demonstrating the expression of visual experience through photography illustrated the guests' propensity for recommending and returning to the hotel as a repeat customer. Using a provided digital camera, participating guests were asked to photograph whatever caught their eye to illustrate the hotel as being meaningful. In examining factors such as ambience, service, as well as with the guest's overall satisfaction with the hotel along with their loyalty behavior, this study analyzed the relationship between customer satisfaction and customer loyalty. Additionally, this study explored factors promoting guest loyalty with the purpose of proposing a method to assist hotels in identifying attributes increasing customer loyalty."--Abstract.
