Wait a second!
More handpicked essays just for you.
More handpicked essays just for you.
Analyse the benefits of branding and brand loyalty
The evolution of the hospitality industry
Hotel employee loyalty and customer loyalty
Don’t take our word for it - see why 10 million students trust us with their essay needs.
Recommended: Analyse the benefits of branding and brand loyalty
I. Statement of Problem Hospitality and tourism have evolved into truly global industries are dispersed worldwide. Due to changes in lifestyle, the services offered by hospitality businesses are now considered to be necessities. Consequently, during the past decade, there has been an exponential growth in hospitality businesses to meet the demands of the growing market. Today, hospitality organizations are faced with intense competition. Hence, in the scheme of business, it has become apparent that the ultimate goal of any organization in a hyper- competitive market, is to maintain a loyal customer base. It is essential for any hospitality organization to seek opportunities to gain a competitive advantage by adopting various strategies.Thus, hospitality firms should develop proactive strategies to gain customer loyalty, as opposed to relying on pricing strategies to attract new customers. Customer-supplier relationship, and the resulting loyalty of the customer, can be assumed to be necessary prerequisites for any firm to prosper in the competitive market. Management thinker Peter Drucker (1973:79) wrote, “to satisfy the customer is the mission and purpose of every business.” Thus, for many years, business organizations have focused on customer satisfaction programs (Bhote, 1996). It is now becoming apparent that it is no longer customer satisfaction, but customer loyalty, that constitutes the dominant factor in the success of a business organization. The increasing sophistication of customers’ demands also poses a challenge to the development of customer loyalty in the service industry (Kirwin, 1992). Modern consumers demand high-quality products and services and exhibit a low tolerance for products and services of mediocre qual... ... middle of paper ... ...al Journal of Contemporary Hospitality Management, 19, 296–308. MARKOVIĆ, S., & Parson, S. (2010). Customer satisfaction and customer loyalty measurement in hotel setting: an empirical analysis. Tourism & Hospitality Management, 8 (2), 45-65. .Mak, B., & Sim, J. (2005). Model of service quality: Customer loyalty for hotels. Journal of Quality Assurance in Hospitality & Tourism, 8 (2), p45-65. Myongjee, Y., & Bai, B. (2003). Value Creation: The Impact of Strategic Alliance on Customer Loyalty. Journal of Quality Assurance in Hospitality & Tourism, 8 (2), 45-65. Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York, NY: McGraw-Hill, Inc. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), pp. 12-40.
The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). The model has been applied to hotels, as well as a number of service agencies, including banking, hotels, restaurants, and healthcare. Even though the services differ greatly, the model is easily adapted to any service industry (Parasuraman, Zeithaml, & Berry, 1985).
“When you love someone, you 've gotta trust them. There 's no other way. You 've got to give them the key to everything that 's yours. Otherwise, what 's the point? And for a while, I believed, that 's the kind of love I had” (Casino). Casino centers on Sam ‘Ace’ Rothstein, a gambler of legendary skill who is sent by the mob in the early 1970s to Las Vegas to manage its newly acquired Tangiers Hotel and Casino. Ace is an outsider among outsiders: a dispassionate, calculating, almost pitifully tender civilian among thugs. He’s a Jewish bookie sent by the mob to manage a Vegas casino and embezzle cash for the crime bosses back home. Even when he dons a flamboyant suit and runs patrol around the felt tables of his amoral arena, he looks unsatisfied.
Because, internet today is enabling web-based suppliers an opportunity to meet a choice of different types of customers (Schoenbachler&Gordon, 2002) and has evolved as a feasible distribution channel for the firms that wish to expand their market penetration (Frazier, 1999; Frazier & Antia, 1995), reduce costs (Payne & Frow, 2004), increase revenues ( Kotler, 2000), spread risks, and strengthen customer loyalty (Kelly, 2002) through its use (Hobmeier, 2001).now most of the hotels are using the multiple channel strategy where they are in partnership more than one sales and distribution channel to serve the same target market and this has grown in the recent years. This is creating higher complexity for the hotel management as the data are coming from different partners. As customers, today are using multiple channels, it is almost certain that the future will remain to contain a mixture of even more complex channels (Balasubramanian , Raghunathan, & Mahajan, 2005). Since now, it is obvious that why hoteliers employing multiple channels including electronic ones, is no different; to maximise customer awareness and market share and reduce costs, this increasingly widespread trend to cooperate with new channels rather than stick to
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
The hotel industry performs within a saturated market, driven by customer loyalty and competitive pricing to stand-out. This competitive nature makes it extremely important to capitalise on strengths while improving on
As the marketing consultant for a hospitality management company, it is often my responsibility to define target markets for various restaurants and hotels. In fact, I have been tasked with creating a fictional hospitality operation, to utilize as an illustration to define a marketing strategy and target market. In addition, I must identify and analyze the product life cycle of an organization that has been in business for a minimum of twenty-five years.
Enz, C. (2010). Hospitality Strategic Management. In C. Enz, Hospitality Strategic Management (pp. 303, 305, 311,312,314). Hoboken: John Wiley & Sons.
Customer relationship management They have determined the key factors in maintaining and building. their relationships with customers are to provide a problem free experience at their hotels and restaurants and to give each customer personal recognition. Their strategies to build these relationships. are the same as those employed to build their business, they are tied. to each other. They are currently developing a Group-wide Guest History network.
The Hospitality and Tourism sector is characterized as the fastest growing sector in Jamaica. Many tourists from all over the world travel each year because of the country’s beaches, culture, climate and landscape. Despite the contribution of other sectors the Hospitality and Tourism is still the giant industry that contributes largely to Jamaica market share. In this paper, we will call the Hotel that I am employed ‘Hotel A’ for privacy reasons. Hotel A was formed in 1981and has developed to be one of the largest all-inclusive resorts in the country, tackling all factors that impact on its overall success. Some of these factors are political, economic, social, technological environmental and legal factors called the PESTEL framework. “A
The design of a lodging facility is an important aspect in differentiating the facility from its competitors while attracting consumers. Most facilities focus on the exterior design and forget about the interior design of the hotel. The exterior design is what is going to draw in consumers into the facility and the interior design is what is going to get the consumer to stay. Interior design is just as important as the exterior design. It is noted in the article, The importance of Interior Design in the Hotel Business that “first impressions are the most lasting” (Hotel, 2016). The Four Seasons Hotel and Resorts does just this, these facilities go above and beyond in order to be recognized as the company that manages the finest hotels, resorts,
Marketing and branding, two of the most common used words in the contemporary world, is closely linked to each other without doubts, but the importance of branding to successful marketing is enquired to measure in term of the question. In fact, various people have different ideas on marketing and branding. For most of people, or customers, the two are normally combined in their minds or even equal to each other. For example, people could raise Apple as the answer for both questions of "what is good branding" and "what is successful marketing". In fact, they are two separate topics on academic, and branding is just one of the numerous marketing activities apparently. However, the perception of consumers might be a good guide to answer the question.
Consumer behavior incorporates certain activities, decisions or experiences, which satisfy the needs of the consumers. It concerns all the activities that incorporate consuming, obtaining and product disposing of that precedes and carry out these actions (Darling, 2015). The Consumer behavior remains one of the important areas for research in the tourism and marketing fields in terms of travel behavior or the behavior of tourist (Rid, Ezeuduji & Pröbstl-Haider 2014). There are a few comprehensive literature reviews on the behavior of consumer typically described his injurious area with the help of the existing models or concepts of Consumer Behavior. There are exceptions in the insights of the authors who give the review about
Tourism and Hospitality has developed rapidly and becoming extremely important to economy in the world. The income that several countries in the world receive from tourism industry can be reached to $1billion per year. In addition, Marketing is one of the most important factors that help and effect to tourism industry in many positive ways. Marketing evolved in the tourism industry since 1980. It promotes tourism industry by encouraging the tourists to travel at their destination with the strategy that made up to the tourist satisfaction. However, a marketing strategy does not have to be complex, in fact it should be a easily understood which ensure the advantage of marketing of the products and services to the tourist business to obtain positive
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. The Hotel industry not only plays an important role in the life of people but as well as the economy of the country. I spent an hour of my day relaxing in the lobby at the Fontainebleau resort in Miami, while on vacation with my family visiting from out of state. It was my first time staying at the resort so I was eager to check it out, after seeing such great reviews on Yelp and hearing great things from friends who have been there in the past. The employees working at the resort were very welcoming, professional and willing to go above and beyond to help their guests. The check-in process was very quick due to having