Relevant bibliographies by topics / Hospitality industry – Customer relations

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'Hospitality industry – Customer relations'

Author: Grafiati
Published: 4 June 2021
Last updated: 17 February 2022

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Journal articles on the topic "Hospitality industry – Customer relations"

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Ocampo, Lanndon, Orlyn Besabella, Marife Fallore, Adelfa Rose Guinandal, Angel Merabueno, Celbert Mirasol Himang, and Kafferine Yamagishi. "An Integrated AHP-TOPSIS for Evaluating Online Marketing Strategies for the Hospitality Industry." International Journal of Asian Business and Information Management 12, no. 3 (July 2021): 163–90. http://dx.doi.org/10.4018/ijabim.20210701.oa11.

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Online marketing has been the most efficient and useful platform for reaching target markets and building customer relations. Despite its widespread use, the hospitality industry is at its forefront of identifying its most suitable online marketing strategies. This emphasis is crucial to strategic marketing and resource allocation decisions, which may impact the long-term performance of businesses. The need to address both perspectives of customers and businesses, along with the multiple online marketing strategies under the presence of multiple criteria, requires a rigorous analytical and comprehensive approach for evaluating the efficacy of these strategies for the hospitality industry. Thus, this work offers an integrated approach based on the analytic hierarchy process (AHP) and the technique for order of preference by similarity to ideal solution (TOPSIS) as a decision-making platform for the problem domain. The AHP assigns the corresponding priority weights of the criteria associated with either customers' or businesses' perspectives, while the TOPSIS ranks the importance of the strategies. Results show that the credibility of an online marketing strategy is of the highest priority for the customers, while the businesses highly regard customer loyalty. With the AHP-TOPSIS approach, findings reveal that both perspectives prefer search engines for the hospitality industry. Illustrating the results via a priority tradeoff map of two perspectives, search engines, websites, and blogs are deemed the most viable online marketing strategies relevant to the industry. These findings offer dependable guidelines for the hospitality industry in positioning their online marketing efforts.
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Spio-Kwofie, Adelaide, Hu Xuhua, Michael Addai, and Henry Asante-Antwi. "Improving Entrepreneurial Innovations for Sustaining Small Medium Hospitality Industry Growth in Ghana." JOURNAL OF ADVANCES IN HUMANITIES 5, no. 1 (April 19, 2017): 224–28. http://dx.doi.org/10.24297/jah.v5i1.6460.

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This study talks about improving entrepreneurial innovations of small medium hospitality industry (SMHI) in other to sustain it growth in Ghana. Successful stories about SMEs exist but are rare and this causes pauses for concern. Many researchers have established that innovations bring several benefits in countries that are industrialized. Responses from SMHI managers/owners indicate they totally agree small medium hospitality industry is better in relation to one's determination to introduces new service styles and product, good customer service, innovative in selling/ marketing and confidence in trying new service styles. We therefore, recommend management step up their innovative abilities by taking pride in customer needs /customer satisfaction as this will earn small medium hotels new and repeat customers in a highly perishable and competitive business environment.
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Erkmen, Ezgi, and Murat Hancer. "“Do your internal branding efforts measure up?”." International Journal of Contemporary Hospitality Management 27, no. 5 (July 13, 2015): 878–95. http://dx.doi.org/10.1108/ijchm-10-2013-0442.

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Purpose – This study aims to understand the effect of brand citizenship behaviors of hospitality employees on customers’ relation with the brand. A model, which links employee behaviors to customers’ evaluation of brand performance, brand trust and brand commitment, is proposed to provide further insight into how customers form their relation with a brand. Design/methodology/approach – Data were collected from both customer-contact employees and passengers of a corporate airline company. Structural equation modeling was used to test the proposed model by using both employee and customer data in the same research model. Findings – The results showed that even brand citizenship behaviors of employees did not affect brand commitment of customers directly; these behaviors explain customers’ commitment to a brand through influencing perceived brand performance of customers and their trust toward a brand. Overall, this study provided support for the impact of employees’ brand-related behaviors on consumers’ relation with the brand. Research limitations/implications – The results suggest that hospitality employees contribute to the brand success through their behaviors. This helps organizations to enhance brand-related behaviors of their employees to ensure long-term relationships not only with customers but also with their employees in a labor-intensive and high customer contact industry. Originality/value – This research was one of the first to analyze the effects of employees’ brand supporting behaviors on consumers by using both employee and consumer data in the same research model within the hospitality context.
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Al-Juboori, Nouria Fleah. "Extent of Staff Professional Ethical on Customers' Commitment in Hotel Industry: An Empirical Study - Three-star Hotels in Jordan." International Business Research 9, no. 12 (November 8, 2016): 76. http://dx.doi.org/10.5539/ibr.v9n12p76.

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<p>The aim of this study is to understand the practical situation of work ethics in hospitality industry organizations in Jordan by focusing on professional ethics in relation to employees and managers. It also focuses on how such professional ethics prevail in hospitality industry facilities and affect customers’ commitment‏. The study used primary data by distributing a questionnaire to staff in three-star hotels. The results revealed a positive relationship between the dependent and independent variables from the staffs' point of view by using simple regression. It is also concluded that professional ethical principles can be applied in hospitality facilities, primarily in dealing with customers and maintaining ethical trust; and that the staff (employees and managers) understands and appreciates the importance of having professional ethics in their organizations, as they lead to customer satisfaction and increases the level of commitment.</p>
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Han, Jang Heon, and Jin Suk Lee. "Employee experience and customer loyalty: Perceived authenticity and relational commitment as serial mediators." Social Behavior and Personality: an international journal 48, no. 2 (February 5, 2020): 1–10. http://dx.doi.org/10.2224/sbp.8752.

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We investigated the impact of employee experience on customer loyalty in the hospitality industry, focusing in particular on the serial mediating effects of perceived authenticity and relational commitment, and the moderating role of customer age. To test the proposed conceptual model, we conducted an online survey with 649 participants who had used restaurant services in the past month. Results showed that employee experience exerted a positive impact on customer loyalty. In addition, the relationship between employee experience and customer loyalty was sequentially mediated by perceived authenticity and relational commitment, and the older the customer age, the stronger were the serial mediating effects. Theoretical and practical implications are discussed, and suggestions provided for improving hospitality services.
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Bansal, Roli, Manisha Lamba, Shirin Alavi, and Vandana Ahuja. "E-Marketing and the Hotel Industry." International Journal of Online Marketing 4, no. 2 (April 2014): 15–27. http://dx.doi.org/10.4018/ijom.2014040102.

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In today's world, as online consumers become more price sensitive, less brand loyal and more sophisticated, e-Customer Relationship Management (CRM) and e-marketing becomes a strategic necessity for attracting and increasing consumer's patronage. This manuscript traces the evolution of e-marketing and demonstrates the relationship between the Web Presence Index (WPI) of the hospitality sector across a set of hotels. Here WPI of a particular hotel brand is a function of the total web presence across the Website, FaceBook Page, YouTube, Twitter and MakeMyTrip.com. Subsequently, a positive relationship is visible between the Web Presence Index (WPI) for each hotel and further, it's Alexa traffic volume indicates the total online user traffic. This manuscript demonstrates the web presence of hotels through WPI, Alexa, traffic volume, and their weighted calculated score on the basis of the above parameters. The Web Presence Index is indicative of the usability, credibility and persuasiveness of a consumer in the context of hotel websites. It further depicts how hotels can build better relations with customers by recognizing their needs, preferences, complaints and so on.
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Baquero, Asier, Beatriz Delgado, Raquel Escortell, and Juan Sapena. "The influence of transformational and authentic leadership on the satisfaction of hotel customers in the Canary Islands." Tourism and Hospitality Research 20, no. 3 (November 28, 2019): 331–44. http://dx.doi.org/10.1177/1467358419891458.

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Leadership provides a strategy to deal with intense competition and high customer expectations in the hotel industry. This paper analyses the ability of managers’ transformational and authentic leadership to predict customer satisfaction. A sample of 18,944 customers and managers of eight hotels in the Canary Islands was used for the analysis. The data were collected using the Multifactor Leadership Questionnaire-6s, the Authentic Leadership Questionnaire and ReviewPro management software. The data were analysed to confirm the ability of transformational and authentic leadership to predict overall customer satisfaction. The results indicate that the transformational subscales of idealised influence and intellectual stimulation and the authentic subscales of relational transparency and balanced processing predict overall customer satisfaction. However, there are discrepancies between the results for self-managed service departments and outsourced service departments. This study provides a novel approach to scientific research, building upon previous studies of the effectiveness of both types of leadership, especially in relation to their impact on guest satisfaction and differences between departments. The evidence provides insight into the leadership qualities that increase customer satisfaction, which is essential in the hotel industry.
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Matzler, Kurt, Andreas Strobl, Norbert Thurner, and Johann Füller. "Switching experience, customer satisfaction, and switching costs in the ICT industry." Journal of Service Management 26, no. 1 (March 16, 2015): 117–36. http://dx.doi.org/10.1108/josm-04-2014-0101.

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Purpose – Stabilizing business in highly competitive and volatile business-to-business (B2B) markets is a strategic imperative for many companies. In such a context, customer retention through the creation of switching barriers (i.e. by increasing switching costs) is a common strategy. The purpose of this paper is to develop a network of relationships among customer switching experience, customer satisfaction, perceived switching costs, and behavioral loyalty intentions. Design/methodology/approach – Survey data were collected from 327 business customers (very small enterprises with fewer than nine employees; customers included physicians, lawyers, tax advisors, consultants, civil engineers, etc.) of an information and communications technology (ICT) company. The research model was tested using partial least square structural equation modeling. Findings – The results show that switching experience negatively influences customer satisfaction and behavioral loyalty intention. Furthermore, the influence of customer satisfaction on behavioral loyalty intentions is partially mediated by financial and relational switching costs. Practical implications – In saturated markets, companies often try to grow by acquiring customers from competitors. This study reveals that this strategy can backfire. The customers that can be most easily acquired may be those that are the most difficult to retain because customers experienced in switching are difficult to satisfy – and low satisfaction means lower perceived financial and relational switching costs and, in turn, lower loyalty. Originality/value – This research contributes to theory and practice by shedding further light on the satisfaction-loyalty link by investigating the often widely neglected role of switching experience. Furthermore, the study seeks to add to the discussion of how to specify the role of switching costs: as a mediator or as a moderator.
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Munjal, Sandeep, and Anjana Singh. "Conclusion: going digital is the only way forward for the Indian tourism and hospitality industry." Worldwide Hospitality and Tourism Themes 13, no. 2 (June 7, 2021): 291–95. http://dx.doi.org/10.1108/whatt-09-2020-0119.

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Purpose The purpose of this paper is to review and summarize the theme issue outcomes in relation to the strategic question: How is the hospitality and tourism industry in India responding to the dynamic digital era? Design/methodology/approach This paper draws on the findings of the theme issue contributors to identify the response of the Indian hospitality and tourism industry towards the rapid pace of digitization and use of technology. Findings The summary highlights the research on various facets of digital push with respect to marketing of products and services, role of data analytics, use of technology tools in operations to impact customer experience. It has implications for industry practitioners, researchers and policymakers. Practical implications It is quite clear that technology needs to be embraced by the hospitality and tourism Industry in India at a faster pace to compete well globally, deployment of digital technology has potential to positively impact efficiencies and quality of customer experience. There are huge implications for how digital marketing is going to become a critical part of the marketing strategy at large. Originality/value The research in this theme provides insight from both practitioner and academic perspectives provide a take on the ground realities with respect to how the hospitality and tourism businesses in India are changing how they work in the digital era.
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Sigala, Marianna. "Implementing social customer relationship management." International Journal of Contemporary Hospitality Management 30, no. 7 (July 9, 2018): 2698–726. http://dx.doi.org/10.1108/ijchm-10-2015-0536.

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PurposeThis paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment.Design/methodology/approachA literature review provides a critical analysis of the concept, tenets, aims and implementation approaches of social CRM. Arguments are summarised by developing a process-based framework for implementing social CRM.FindingsBy adopting a value co-creation approach that recognises the technology-fostered customer empowerment, the social CRM highlights the need to immigrate from relationship management to relationship stewardship. In this vein, social CRM implementation should support and foster dialogue facilitation and customer engagement in co-creating customer experiences. To achieve these, five approaches for implementing social CRM are proposed: collecting, analysing and interpreting customer insight; monitoring and improving the performance of CRM; developing holistic and seamless personalised customer experiences; gamifying CRM and loyalty programmes; and nurturing community relationship management.Research limitations/implicationsThe five approaches to social CRM implementation are identified and validated based on current industry practices, theoretical arguments and anecdotal evidence of professionals’ perceptions about their outcomes. Future research is required to collect hard evidence showing the business and customer impacts of these approaches.Practical implicationsSocial CRM immigrates relationship management from a transactional to a customer experience mindset that treats customers as co-creators of value and demands the tourism and hospitality firms to exploit the affordances of information and communication technologies to collect and analyse customer data for better understanding the customer; develop customer touch points that do not only aim to sell but also primarily aim to enhance the customer interactions and experiences; consider and treat the customers and the customer communities as co-creators, brand ambassadors and stewards of relations; and motivate and enable customer participation into value co-creation processes for developing customer experiences and building relationships.Originality/valueResearch in social CRM is emerging, but it mainly focusses on defining its scope and identifying the functionality and adoption of social CRM technology. The paper contributes to the literature by proposing five specific approaches and a process framework for implementing social CRM. Various directions for future research are also provided.
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Dissertations / Theses on the topic "Hospitality industry – Customer relations"

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Slabbert, Gabriel Johannes. "Facilitating customer retention in hotels in the Garden Route." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1552.

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Over the past few decades, customer satisfaction, customer retention and policies and procedures to sustain the above mentioned, have earned great amount of lip service. The importance of satisfied customer percentage have been emphasized by theories even longer before the best advised companies have done so. It is only recently, on the eve of the Soccer World cup 2010 that the issue has been narrowed down to truly hard relationships and one hard question: “Will the guest visiting the hospitality establishment frequent the hotel?” Two vital financial catalysts were used as basis for customer retention. The first is that of old customer’s costs much less than acquisition of new ones and the profit generated from the retained customer must therefore handsomely exceed the harvest reaped from the new clientele. Retaining customers have become an intangible asset in the sense that their value demonstrates the return that is won by successful efforts to satisfy the customers so greatly that they and their custom literally and figuratively stays with you. South Africa has lured even the loneliest traveller to the scenic beauty that is cradled by the country and its surroundings. When taking the former into consideration, South African businesses have enjoyed an increased appreciation and application of Business Management and its accompanying principles. The hospitality industry should therefore embrace the business management principles with specific emphasis on Total Quality Management (TQM); providing managers with the capacity to think strategically about the organisation, its business position, how it can gain sustainable competitive advantage and how its business management strategy can be implemented and executed successfully. The latter forms the basis for ensuring the smooth running of operations and ultimately, ensuring guests have a wonderful experience at the particular establishment. There is a strong belief that lodging facilities in the Garden Route area has experienced low customer retention due to a lack of comprehensive implementation of Total Quality Management principles which impedes on the establishments to reach their optimum profit levels. It is for this reason that this thesis will argue the importance of the systematic client retention as a strategic mandate in today’s service markets. Commercial reality demand long and lasting relationships that are beneficial to both the hospitality related establishment and their customers. The hypothesis used is the application of Total Quality Management as a Business Management Strategy which will facilitate customer retention in hospitality related industries such as hotels situated in the Garden Route area. Research shows that service expectations of customers and potential customers have escalated. Hospitality businesses found that implementation of quality processes to be a vital competitive component. However, many hotels are still struggling to reach a real understanding of what is meant by TQM. The research data indicates that 93 percent of hotels in the Garden Route do not follow a TQM program although all the hotels were familiar with the concept. This might be the reason why most hotels neglect customer retention activities. The literature reviewed in chapter two considers the customer retention activities evaluated in the questionnaire as important to retain guests. Hotels in the Garden Route do not perform these activities to the extent of success. Hotel managers thus know what to do in order to retain guests but the problem is quite simple, they do not always implement the necessary strategies.
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Wang, Yi. "Dimensions of guest house service: perceptions of owners and expectations of business travellers." Thesis, Nelson Mandela Metropolitan University, 2005. http://hdl.handle.net/10948/d1006215.

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The need for successful management of a guest house in the increasingly competitive hospitality industry in South Africa, compels guest house owners to understand their customers’ needs and deliver service of acceptable quality. The objective of the research is to find out what business travellers expect from a guest house and how these expectations compare with the perceptions of guest house owners in Port Elizabeth. Conclusions drawn from this research would also benefit guest house owners in other parts of the country. A literature review was conducted to provide an understanding of the nature of service and the role “evidence of service” can play in the perception of quality. The empirical study aimed at comparing business travellers’ expectations of guest house service with guest house owners’ perceptions of their guests’ expectations. The empirical findings showed that business travellers deemed secure parking and professionalism of staff as the most important attributes, while guest house owners thought it would be friendliness of front desk staff and efficient handling of complaints. Moreover, both groups indicated that cleanliness of rooms and services performed by staff adequately the first time, were of particular importance. It was also found that the importance rating of the different service dimensions were not significantly influenced by the business travellers’ gender, managerial position, nights of stay or by the guest house grading. The study proposes that guest house owners continue to focus on strategies for training and developing competent employees, simplify the steps of service delivery and improve on the standards of the servcie to ensure that business facilities are in line with the expectations of business travelers.
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Larsson, Emma, and Malin Eriksson. "Facebook as a tool for building customer relationships in the hospitality industry : A quantitative study on the effects of Facebook activities on relationship drivers and relational benefits." Thesis, Umeå universitet, Företagsekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-91041.

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The main purpose of this study is to investigate the effects of Facebook activities on relationship drivers and relational benefits and the effect of relationship drivers of relational benefits perceived by customers to Pite Havsbad. To do this we have explored the relationship between a number of Facebook activities, relationship drivers and relational benefits. We developed two conceptual models, which included these relationships. We have written this degree project on commission for Pite Havsbad, which is a company that operates in the hotel industry in the county of Norrbotten in the north of Sweden. The research question that we formulated was as following:   What kind of impact does Facebook activities have on relationship drivers and relational benefits in the hospitality industry?   With this research question we aimed to make a practical contribution and to help Pite Havsbad develop their social media strategies in order to be able to build customer relationships. We also aimed to make a theoretical contribution to fill the research gap that exists in the research area on social media and customer relationship building. We used a quantitative data collection method in the form of a survey administered on Pite Havsbad’s Facebook page. Our population consist of the approximately 6 300 fans that Pite Havsbad has on Facebook. The data continuing of was 256 responses were processed in SPSS by conducting Cronbach’s alpha test, Pearson correlation and multiple regression analysis in order to test the hypothesized effects between our key variables.   The findings from this degree project show that Facebook activities affect both the relationship drivers and relational benefits, although they have less effect on relational benefits. The relational benefits are though highly affected by the relationship drivers. Over all, the Facebook activities of Pite Havsbad were highly valued by the respondents, which means that all of them are important to work with. Many of the activities also had positive effects on the relationship drivers, which means they can be used to build relationships with customers. By conducting this research we also helped Pite Havsbad with the starting point of creating a Social CRM strategy, which can be used for future relationship building with their fans on Facebook.
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Ramarumo, Relebohile Gertrude. "The impact of organisational culture on job stress and burnout in graded hospitality establishments in the Freestate province." Thesis, Bloemfontein: Central University of Technology, Free State, 2014. http://hdl.handle.net/11462/231.

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Thesis (M. Tech) (Tourism and Hospitality Management)) Central University of Technology, Free State, 2014
Job stress and burnout can have a detrimental effect on the health of employees and their job performance. This is especially applicable to the hospitality industry which is a service-intensive industry where customer needs and wants are the most important focus. Organisational culture being defined as the social glue that helps bring the organisation together is seen in this case as the proper mechanism that managers could use to deal with the detrimental effects of job stress and burnout. This study assessed the impact of organisational culture on job stress and burnout in graded hospitality establishments in the Free State Province. The two main economic areas of the Free State, namely Bloemfontein and Clarence, were included in the study. A structured questionnaire was administered to all staff members in 46 graded accommodation establishments, and a total number of 227 questionnaires were collected for data analysis. The questionnaire consisted of a demographic section, an organisational culture section (based on the Competing Value Framework), a job stress section (based on Spielberger’s Job Stress Survey) and a burnout section (based on the Maslach Burnout Inventory). Data were interpreted using both descriptive and inferential statistics (including factor analysis and t-tests). The findings indicate that graded hospitality establishments had a predominantly Rational Culture, which points to strong external positioning and competitiveness. The Rational Culture is externally focused and does not adequately consider the needs of internal constituents – notably the employees. The cultural values associated with the Rational Culture are thus not as conducive in moderating job stress and burnout as the Group and Developmental Cultures. Appropriate recommendations are proposed in mitigating the effect of job stress and burnout in the hospitality industry.
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Newham, Nicole. "Customer relationship management in the hospitality industry : identifying approaches to add stakeholder value." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/967.

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Thesis (MBA (Business Management))--Stellenbosch University, 2008.
ENGLISH ABSTRACT: The aim of this study was to determine approaches to CRM within the luxury hotel sector in Cape Town in order to add value not only to guests, but to all stakeholders of the hotel. This was done by conducting a literature review, supported by a sound base of primary research. The findings proved that CRM theory holds true for most luxury hotels and the notion that luxury hotels in modern times cannot afford to be without a CRM initiative, was underpinned. Furthermore, the concept of an aligned strategy and vision in terms of a hotel's CRM approach was found to be integral. Staff buy-in and co-operation are of utmost importance for any hotel property implementing a CRM initiative. Additionally, training and education on the importance of CRM was highlighted as an important factor to get all staff on board. Management needs to become customer relationship management experts themselves in order to inspire and motivate staff to excel at building relationships with guests. Moreover, the common mistake of hotels to place greater impetus on CRM technology than training and lack of leveraging CRM investments was examined as some of the main reasons for the failure of CRM initiatives. Although CRM technologies are extremely powerful tools and may facilitate a hotel's CRM strategy, they cannot be viewed in isolation and made responsible for the success of such a programme. Training is vital to enable staff to use these systems optimally and to turn guest data into gold. The importance of people was also emphasised in the light of personalisation of service; having the correct staff with an aptitude for guest service and hospitality is imperative. Lastly, the concept of customer-centric processes and systems was stressed. Everything a hotel does in terms of CRM efforts should be derived from the notion of guest satisfaction. Guest satisfaction is the one essential element that will enable a hotel to flourish and enjoy a firm base of repeat business. Repeat business is the most rewarding type of business for a hotel as it means that guests are satisfied with their service and will promote the hotel to others at no additional cost to the hotel.
AFRIKAANSE OPSOMMING: Die doel van hierdie navorsingstuk was om die houding van luukse hotelle in Kaapstad teenoor kliënte verhoudingsbestuur (KVB) te bepaal en vas te stel hoe alle aandeelhouers van die hotel voordeel kan trek uit KVB. Die doelwit was bereik met behulp van primêre en sekondêre navorsing. Die bevindinge het bewys dat KVB teoreties waarde toevoeg tot meeste luukse hotelle. Die feit is geboekstaaf dat luukse hotelle nie sonder KVB kan oorleef nie. Dit was ook gevind dat 'n geintegreerde strategie en visie van uiterste belang is in KVB in hotelle. Personeel samewerking en entoesiasme is ook uitgelig as belangrike elemente wat die sukses van KVB bepaal. In hierdie opsig, was opleiding 'n integrale faktor tot die bevordering van personeel deelname. Die bestuur van hotelle moet self kundiges raak op die gebied van KVB om sodoende personeel te inspireer en motiveer om ook waardevolle kliënteverhoudinge te bou. Algemene foute wat hotelle begaan in terme van KVB is die feit dat meer klem gelê word op KVB tegnologie as op opleiding en dat die opbrengs op die inisiële belegging in KVB nie in ag geneem word nie. Alhoewel KVB tegnologie van onskatbare waarde is om 'n hotel se KVB strategie suksesvol te maak, kan die sukses van so 'n strategie nie alleenlik daaraan toegeskryf word nie. Ten einde die personeel te bemagtig om hierdie sisteme optimaal te benut, moet opleiding weereens as 'n area van belang beklemtoon word. Nog 'n prioriteit is die kwaliteit van personeel wat aangestel word; personeel moet 'n natuurlike aanvoeling hê vir kliënte diens en persoonlike interaksie.
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Novikova, Ksenia. "A STUDY OF CUSTOMER SATISFACTION FACTORS AND EMPLOYEE SATISFACTION IN THE HOSPITALITY INDUSTRY." OpenSIUC, 2009. https://opensiuc.lib.siu.edu/theses/520.

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The major purpose of this study was to identify customer and employee satisfaction levels and the most important satisfaction factors in the lodging industry by the example of two hotel properties of a resort on the East Coast. This study included a sample of 267 customers, while the exact number of employees was unknown. The customer satisfaction survey was prepared by the consulting agency. It was conducted in the form of a 10-minute telephone interview with the customers who stayed at the resort 30 days prior to the survey. The customers indicated their satisfaction levels with six areas of the customer experience at the resort such as dining experience, golfing experience, experience with spa, beach club experience, experience with facilities/activities, and guest problems experience. Top 10 and lowest 10 customer satisfaction factors were found for both hotels of the resort. Four similar factors out of 10 positive ones were found to be in both of the hotel properties. Nine similar factors out of 10 were ranked as least satisfying in both of the hotels. The range score between the highest and the lowest customer satisfaction rating for the Hotel A was found to be 1.44, and for B Hotel 1.6. As for the overall customer satisfaction in two hotels, the overall customer satisfaction for the Hotel A was 4.5 (90%), and for the Hotel B was 4.58 (91.6%). To identify the customer satisfaction factors, four areas were selected for the analysis: staff, room divisions, recreation, and conflict resolution. Satisfaction with Room Divisions received the highest overall mean scores (4.64-for Hotel A, and 4.83- for Hotel B), while Conflict Resolution area received the lowest satisfaction scores for both of the Hotels (4.51- for Hotel A, 4.48- for Hotel B). The employee satisfaction questionnaire was created by the human resources department of the resort. The employee satisfaction survey was represented by 12 areas: the company; vision/mission/values; interact; your job; your department; physical work environment; communications; leadership, supervision and management effectiveness; teamwork; pay, opportunity, and benefits; career development and training; quality; and demographic information. To determine the employee satisfaction levels, the mean percentage scores of all positive and negative employees' responses were calculated. Satisfaction with Your Department received the highest positive total percentage mean score of 81.1%, while satisfaction with the Interact program implemented by the resort received the lowest positive mean percentage score of 44.0%. Similar to customer satisfaction, the 10 top positive and 10 bottom negative employee satisfaction response questions were identified. The strong positive relationship (r=0.66) was found between the Hotel A and B of the resort and customer satisfaction factors. Those areas that were ranked high by the customers of the Hotel A were also highly ranked by the Hotel B customers. A Person's correlation coefficient was run on the relationship between the hotel property and customer satisfaction levels. The strong positive association was found between two hotel properties and satisfaction statements. Paired sample t-test was also run in order to determine if there was a significant difference in customer satisfaction in two hotels A and B based on the customer's responses to the questionnaire. The t equal to (-2.5), and the probability of (0.016) were found. There was found to be statistical significant difference between the Hotel A and B customer satisfaction statements.
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Wong, Chon Mio. "Strategic public relations management : an investigation of the role of public relations in Macau hospitality industry." Thesis, University of Macau, 2007. http://umaclib3.umac.mo/record=b1874197.

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Koch, Sharron Lee. "Relationship Building and Unethical Behavior in the Hospitality Industry." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2492.

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Relationship building is a fundamental component to develop successful businesses, although corrupt purchasing executives pay bribes in excess of $1.5 trillion dollars annually. The participants for this case study consisted of 10 national sales managers who have successfully implemented strategies to train suppliers in relationship building in a hotel in Greensville, South Carolina. The resource dependence theory grounded the study. The purpose of this single case study was to explore strategies a hotel owner in Greenville, South Carolina used to train managers on relationship building. Collection of data included 8 semi-structured telephone interviews and 2 video interviews that were audio recorded and transcribed verbatim, archived data, and field notes. Using a modified van Kaam method and methodological triangulation, 3 prominent themes were identified that included the appropriateness of relationship building activities to collect data critical to negotiations, the need to clarify unclear expectations, and developing an increased awareness of the gray areas for possible boundary violations between the vendor and the customer. The data from the results indicated the need for increased training to reduce the number of instances of unethical behavior perceived in relationship building activities. The implications for positive social change include the potential to increase the awareness of ethical issues in multicultural business settings on the part of national sales managers, which could decrease the rate of unethical behavior in the hospitality industry.
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Kniatt, Nancy L. (Nancy Louise). "The Effect of Demographics on Customer Expectations for Service Quality in the Lodging Industry." Thesis, University of North Texas, 1995. https://digital.library.unt.edu/ark:/67531/metadc277825/.

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This study investigated demographic characteristics of 240 Chamber of Commerce members in terms of their expectations for customer service in hotels. Subjects reported their age, gender, marital status, race, educational level, income level and ethnicity, and completed a 26-item questionnaire which measured expectations for customer service. Principal components analysis was used to reduce the 26 items to five dimensions of service quality, and multivariate analysis of variance was used to evaluate the effect of the demographic variables on those dimensions. Gender of the customer was found to have a significant effect on the combined dimensions of service quality; other variables were not significant.
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Cutcher, Leanne Rose. "'Banking on the Customer': customer relations, employment relations and worker identity in the Australian retail banking industry." University of Sydney. Business, 2004. http://hdl.handle.net/2123/632.

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Previously consigned to the anonymity of �the product market� by researchers in traditional fields such as labour economics and industrial relations, the customer has recently attracted the attention of scholars from a diverse range of disciplines, including organisational behaviour, work psychology, labour process studies, gender studies, and critical management studies. In large part, this emerging interest in the customer is a result of the increasing dominance of service industries in developed economies and the recognition that service work entails a complex, three-way interaction between customers, management and workers. The literature identifies a range of competing and, at times, contradictory images of the customer. Rather than seeking to reconcile these competing representations, this thesis explores the multi-faceted nature of the customer presence and the implications for managers and workers in the retail banking industry in Australia. The thesis highlights how structural change and shifting discourses of the �customer� have influenced customer relations, employment relations, and worker identity in three areas of the retail banking industry: traditional retail banks, the credit union movement, and community banks. Drawing on detailed qualitative case study evidence, the thesis highlights the range of customers, both �real� and �constructed�, that can be found in the case study organisations. The thesis identifies the ways in which customers influence employment relations and how workers can be active in either accommodating or resisting the impact of these �customers� on workplace practice and worker identity. The central argument of the thesis is that, in addition to customers having a physical presence in and influence on organisational life, management and workers also construct �discursive customers� as a means of influencing the employment relationship and the meanings attached to service work. The study examines how these competing concepts of the customer and customer service influence both the customer-service provider relationship and service workers� relationships with one another and with management. Despite the increasing recognition that service work entails a three-way relationship between customers, management and workers, our understanding of how workers either welcome or resist the presence of this third actor in the employment relationship has, until recently remained very limited. This thesis makes a significant contribution to our understanding that for workers the customer is ever-present physically, emotionally and discursively.
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Books on the topic "Hospitality industry – Customer relations"

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E, Lundberg Donald, ed. Human relations for the hospitality industry. New York: Van Nostrand Reinhold, 1991.

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Martin, Robert J. Humanrelations for the hospitality industry. New York: Van Nostrand Reinhold, 1991.

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P, Heaton Cherrill, ed. Managing the guest experience in hospitality. Albany, NY: Delmar/Thomson Learning, 2000.

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Davidoff, Donald M. Contact: Customer service in the hospitality and tourism industry. Englewood Cliffs, N.J: Prentice Hall, 1994.

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Wagen, Lynn Van der. Professional hospitality: Core competencies. 2nd ed. Frenchs Forest, N.S.W: Pearson Education Press Australia, 2003.

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Muzaffer, Uysal, and Magnini Vincent P, eds. Tourist customer service satisfaction: An encounter approach. New York: Routledge, 2010.

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1948-, Roberts Phil, ed. Service that sells!: The art of profitable hospitality. Denver, Colo: Pencom Press, 1994.

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Sturman, Michael C. (Michael Craig) and Heaton Cherrill P, eds. Managing quality service in hospitality: How organizations achieve excellence in the guest experience. Clifton Park, N.Y: Delmar, Cengage Learning, 2012.

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Sullivan, Jim. Service that sells!: How to make big bucks in the restaurant, bar, and hotel business. Denver, Colo: Pencom Press, 1991.

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Carol, Smith. Customer relations handbook for builders. Washington, D.C: Home Builder Press, 1998.

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Book chapters on the topic "Hospitality industry – Customer relations"

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Boella, Michael J., and Steven Goss-Turner. "Employee relations." In Human Resource Management in the Hospitality Industry, 307–18. Tenth edition. | Abingdon, Oxon: Routledge, 2019. | New edition: Routledge, 2019. http://dx.doi.org/10.4324/9780429441400-19.

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Boella, Michael J., and Steven Goss-Turner. "Customer care and service quality." In Human Resource Management in the Hospitality Industry, 437–46. Tenth edition. | Abingdon, Oxon: Routledge, 2019. | New edition: Routledge, 2019. http://dx.doi.org/10.4324/9780429441400-27.

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Birdie, Arvind K. "The Indian Hospitality Sector is in a Flux: Changing Trends That Respond To The New Customer." In The Indian Hospitality Industry, 61–83. Oakville, ON, Canada ; Waretown, NJ, USA : Apple Academic Press, 2017. | Series:: Apple Academic Press, 2017. http://dx.doi.org/10.1201/9781315225449-4.

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Tripathi, Gaurav, and Kartik Dave. "Service Quality and Customer Experience: The Key to Building Sustainable Competitive Advantage in Fine Dine Restaurants." In The Indian Hospitality Industry, 195–225. Oakville, ON, Canada ; Waretown, NJ, USA : Apple Academic Press, 2017. | Series:: Apple Academic Press, 2017. http://dx.doi.org/10.1201/9781315225449-9.

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Bharwani, Sonia, and Vinnie Jauhari. "An Exploratory Study of Competencies Required to Cocreate Memorable Customer Experiences in the Hospitality Industry." In Hospitality Marketing and Consumer Behavior, 159–85. Toronto ; Waretown, NJ, USA : Apple Academic Press, 2017. |: Apple Academic Press, 2017. http://dx.doi.org/10.1201/9781315366227-7.

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Papaioannou, Alkistis, Thanos Kriemadis, Panagiota Kapetaniou, Georgia Yfantidou, and Anna Kourtesopoulou. "Customer Oriented Strategy and Business Performance in Tourism and Hospitality Industry." In Innovative Approaches to Tourism and Leisure, 417–32. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-67603-6_32.

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Roeffen, Digna, and Ursula Scholl-Grissemann. "The Importance of Customer Co-creation of Value for the Tourism and Hospitality Industry." In Open Tourism, 35–46. Berlin, Heidelberg: Springer Berlin Heidelberg, 2016. http://dx.doi.org/10.1007/978-3-642-54089-9_3.

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Ciftci, Olena, Katerina Berezina, and Minsoo Kang. "Effect of Personal Innovativeness on Technology Adoption in Hospitality and Tourism: Meta-analysis." In Information and Communication Technologies in Tourism 2021, 162–74. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_14.

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AbstractThis study synthesizes existing empirical results about the effect of personal innovativeness on the intention to use technology in hospitality and tourism studies published from January 2010 to March 2020 via meta-analysis. The meta-analysis with a random effects model was conducted on 29 effect sizes of this relationship documented in 28 studies collected from over 7,000 search results on Google Scholar and Scopus. The results of the analysis suggest a significant positive medium effect of personal innovativeness on the intention to use technology in hospitality and tourism research with the overall effect size (ESr) of .38 (95% CI = .32, .44, z = 10.62, p = .001). The study also found that the effect does not change significantly across industries (hotels, restaurants, and tourism and travel), types of technology by task (with transaction function and without transaction function), age groups (younger than 30 years old and 30 years old and older), and power distance cultural differences of the respondents (high-power distance and low-power distance cultures). Based on the results of this study, the authors suggest adding personal innovativeness as a construct in technology adoption models in future research in hospitality and tourism studies and continue investigating potential moderations that could explain variations in effect sizes of the impact of personal innovativeness on the technology adoption intention across different populations. From the industry perspective, hospitality and tourism organizations may rely on customers with high perceived innovativeness to serve as change agents and drive customer adoption of new technology.
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Nilsson Tengstrand, Sara, Piotr Tomaszewski, Markus Borg, and Ronald Jabangwe. "Challenges of Adopting SAFe in the Banking Industry – A Study Two Years After Its Introduction." In Lecture Notes in Business Information Processing, 157–71. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-78098-2_10.

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AbstractThe Scaled Agile Framework (SAFe) is a framework for scaling agile methods in large organizations. We have found several experience reports and white papers describing SAFe adoptions in different banks, which indicates that SAFe is being used in the banking industry. However, there is a lack of academic publications on the topic, the banking industry is missing in the scientific reports analyzing SAFe transformations. To fill this gap, we present a study on the main challenges with a SAFe transformation at a large full-service bank. We identify the challenges in the bank under study and compare the findings with experience reports from other banks, as well as with research on SAFe transformations in other domains. Many of the challenges reported in this paper overlap with the generic SAFe challenges, including management and organization, education and training, culture and mindset, requirements engineering, quality assurance, and systems architecture. However, we also report some novel challenges specific to the banking domain, e.g., the risk of jeopardizing customer relations, stability, and trust of external stakeholders. This study validates several SAFe-related challenges reported in previous work in the banking context. It also brings up some novel challenges specific to the banking industry. Therefore, we believe our results are particularly useful to practitioners responsible for SAFe transformations at other banks.
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Marques, Mariana, Diogo Moleiro, Telma Medeiros Brito, and Tiago Marques. "Customer Relationship Management as an Important Relationship Marketing Tool." In Impact of New Media in Tourism, 39–56. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-7095-1.ch003.

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Nowadays, the traditional four P's of marketing are not enough, especially in hospitality services, because of the permanent need to satisfy the customers, in order to keep them loyal. This chapter aims to understand the application of customer relationship management (CRM) in order to manage client retention and how this can translate into a competitive advantage for the hospitality industry. The chapter has a theoretical framework on the main concepts, such as relational marketing and CRM, and their importance and application to hospitality. The Estoril Coast in Portugal was chosen because it is considered as an international brand due to the importance for national and international tourism. For that, the authors made online questionnaires to hotels in this geographical area. The results allow to measure the use of CRM in the sample hotels and understand the importance of relationship marketing.
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Conference papers on the topic "Hospitality industry – Customer relations"

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Radygina, Evgeniya Gennad'evna. "CUSTOMER SERVICE IN THE HOSPITALITY INDUSTRY." In СОЦИАЛЬНЫЕ И ГУМАНИТАРНЫЕ НАУКИ В УСЛОВИЯХ ВЫЗОВОВ СОВРЕМЕННОСТИ. Комсомольск-на-Амуре: Комсомольский-на-Амуре государственный университет, 2021. http://dx.doi.org/10.17084/978-5-7765-1460-9_2021_201.

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Y, Yusnita, Yahaya Ibrahim, and Zainudin Awang. "THE INFLUENCE OF A GREEN IMAGE AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY IN THE HOTEL INDUSTRY." In International Conference on Hospitality & Tourism Management. TIIKM, 2016. http://dx.doi.org/10.17501/icoht.2016.4109.

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Xu, Lu, Feng Lin, and Qiang Li. "Notice of Retraction: Managing Customer Services: Entrepreneurship in Hospitality Industry." In 2007 3rd International Conference on Wireless Communications, Networking, and Mobile Computing - WiCOM '07. IEEE, 2007. http://dx.doi.org/10.1109/wicom.2007.1041.

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Perišić Prodan, Marina. "IMPLEMENTATION OF CUSTOMER ORIENTATION IN THE HOSPITALITY INDUSTRY: IMPLICATIONS FOR BUSINESS PERFORMANCE." In 4th International Scientific Conference – EMAN 2020 – Economics and Management: How to Cope With Disrupted Times. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2020. http://dx.doi.org/10.31410/eman.s.p.2020.119.

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The purpose of this paper is to examine whether there is a relationship between customer orientation and successful hotel business performance. An empirical study was conducted by examining the marketing management of hotel companies in Primorje-Gorski Kotar County and Istria County. The study found that there is a statistically significant relationship between customer orientation and hotel business performance. The results of the research can be used in practice by the marketing management of hotel companies to determine long-term directions of action. In order to take into account, the wants and needs of the guest and to achieve a competitive advantage, the implementation of customer orientation should be a fundamental postulate in the future business operations of all providers of the hotel offering.
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Vatansever Toylan, Nilüfer, and Fatih Semerciöz. "Inter-Organizational Relations in Hospitality Industry in the form of Strategic Alliance and a Model Suggestion." In International Conference on Eurasian Economies. Eurasian Economists Association, 2013. http://dx.doi.org/10.36880/c04.00741.

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In this study, strategic alliances are discussed from the perspective of hospitality industry and inter organizational relation factors that regulate the formation of strategic alliances have been revealed in hospitality industry. In addition, the relations between inter organizational relation factors, knowledge sharing and organizational innovativeness are raised within the scope of the literature and a model is proposed. In this context, with review of literature, relation factors between hospitality businesses that affects knowledge sharing are examined. These factors are specified as inter organizational trust, the intention of learning, shared vision, communication, (partner-specific) absorptive capacity and commitment. Knowledge sharing and innovativeness variables are especially important in terms of competitive advantage in the market for hospitality strategic alliances. Thus, the main problem of the study is to investigate the relationships between all of these variables.
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Riyadi, Agus, and Sarah Rangkuti. "The Influence of Marketing Mix and Customer Purchasing Decision Process on Customer Satisfaction." In Asia Tourism Forum 2016 - the 12th Biennial Conference of Hospitality and Tourism Industry in Asia. Paris, France: Atlantis Press, 2016. http://dx.doi.org/10.2991/atf-16.2016.82.

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Jeniffer. S, Mary, and Anu Chandran. "PAPER TITLE: SCANNING THE NUANCED DIMENSIONS OF GRIEVANCE REDRESSAL AS PRIME CUSTOMER RETENTION STRATEGY IN INDIAN TRAVEL INSURANCE INDUSTRY." In International Conference on Hospitality & Tourism Management. TIIKM, 2016. http://dx.doi.org/10.17501/icoht.2016.4112.

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Hussain, F. "Customer relationship management and information technology as determinants of Malaysian hospitality industry: A qualitative approach." In 2012 International Conference on Green and Ubiquitous Technology (GUT). IEEE, 2012. http://dx.doi.org/10.1109/gut.2012.6344183.

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Danurdara, Ananta. "Experiantial Marketing and Customers Relationship Marketing in Creating Customer Value (Customer Survey of 3, 4 and 5 star Hotels in the West Java, Indonesia)." In Asia Tourism Forum 2016 - the 12th Biennial Conference of Hospitality and Tourism Industry in Asia. Paris, France: Atlantis Press, 2016. http://dx.doi.org/10.2991/atf-16.2016.84.

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Chung, Michael Jae-Yoon, and Maya Cakmak. "“How was Your Stay?”: Exploring the Use of Robots for Gathering Customer Feedback in the Hospitality Industry." In 2018 27th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN). IEEE, 2018. http://dx.doi.org/10.1109/roman.2018.8525604.

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