  An
Analysis Into The Consumer Experience And Its Effect On The Hotel
Sector (2008) With the world scene constantly evolving, and the emergence of complex technologies that aid communication in ways never imagined possible; globalisation, that allows consumers access to suppliers from low cost countries; the growing dominance of ‘me-too’ brands dictating the pace and direction of markets to mention a few, it is becoming increasingly difficult for organisations to distinguish their offerings. In this new market place, service is fast becoming a market qualifier. Good service is no longer extraordinary, it is expected. Many academics and practitioners recognise that good service is no longer sufficient as an effective differentiator for organisations that want to remain competitive. Nevertheless, a fundamental premise is that superior value creation is a foundation for remaining competitive. Furthermore, it is argued that this value creation is achieved through service experience. Meanwhile, marketers call for a paradigm shift from a good-centred logic to a service-centred logic, with an emphasis on the process of exchange and value-in-use. This dissertation primarily aims to identify the factors of customer experience and as a secondary aim, explores how the factors that contribute to customer experience impact on satisfaction, affective commitment and advocacy within the context of the hotel industry. This research is of utmost importance to organisations since it is argued that “true loyalty clearly affects profitability which in the past was generated by short term sales strategies like advertising.
1. Introduction Introduction Background To The Problem Company Background Terms Of Reference Structure Of The Report Chapter Summary 2. Literature Review And Development Of Hypothesis Introduction Scope Of The Literature Review Theme 1: The Role Of Services Theme 2: Customer Experience Theme 3: Relationship Quality Chapter Summary 3. Research Aim And Methodology Introduction Literature Review Selection Criteria And Quality Assessment Research Aim Research Objectives Rationale For The Research And Context Choice Of Methodology Data Gathering –Stage 1 (Repertory Grid) Data Gathering –Stage 2 (Survey) Limitations Of Data Gathering Tools Used Data Analysis Tools And Techniques Used Chapter Summary 4. Data Analysis And Discussion Of Results Introduction Stage 1: Analysis Of The Repertory Grids Stage 2: Analysis Of The Survey Summary Of Results From Stages One And Two Chapter Summary 5. Discussion Of Key Findings Introduction Objective 1: Identify The Factors Of Customer Experience Objective 2: Determine The Impact Of Customer Experience Factors On Satisfaction, Commitment And Advocacy Empirical Model Chapter Summary 6. Conclusion How To Order 1. Select reference number market0048 from the dropdown list 2. Click the PayPal button 3. Click the "Click Here" button on the PayPal page to submit your credit/debit card payment 4. We will email your chosen dissertation in PDF format within 24 hours |
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