Service Quality in the Hotel Industry. Fair Behaviour and Long-Term Profits (2013)

Service Quality in the Hotel Industry Dissertation – Customers are the heart of an organization. The profitability and the goal of an organization depend on the quality of the services that are provided to the customers. Delivering value the customers is considered as the major and most important factor in any business. Regarding the fair behavior there may be many queries where service provider talks about long-term profit of the organizations. There the researcher tries to evaluate the need and importance of taking such a research to judge the importance and necessity of fair behavior in the service organizations to have long-term sustainable profit.

The main goal of this research is giving idea about maintaining good customer relationships, fair-behaviour, determinants of Service Quality, and techniques by London hotels to have competitive advantage over their competitors through delivering effective service and with a fair deal. This study indicates how customer service and fair behavior contributes to the long term benefits of the company. As hotel industry is very competitive in nature hotel organizations always try to provide best services to their customers. Customer’s loyalty and retention is very important for a hotel organization.

Regarding these issues hotel organizations always try to provide true services to their customers. So it can be concluded the greed of the service providers increase fair behaviour and ensures fair behaviour within the organization. Hotel organizations can have lots of benefits by successfully implementing CRM with their most loyal and satisfied customers. These benefits can be explained as increase in the retention rate, increment in the revenue of the organization, increment in the profitability, reducing internal costs, reducing marketing related costs, customer service improvement.

From the study it is clear that customer service depends mostly on the staffs and employees of a hotel. So, proper selection and training of the employee can improve customer service in the hotel industry. Gaining competitive advantage is very important for hotel organizations because hotel industry is very competitive in nature. Some sources of gaining competitive advantage are reservation management, it-induced competitive advantage, technology sophistication, management skills, critical resources and marketing strategy. The focal aim of the proposed researcher is to investigate into various determinants of service quality in general and the hotel industry in particular with emphasis being laid on the importance of fair-behaviour for customer satisfaction and long-term profits.

Research Objectives

  • To investigate into various determinants of Service Quality that impacts customer satisfaction
  • To assess how effective service delivery with fair deal can facilitate the hotel industry to satisfy the customers
  • To evaluate how and to what extent the service gaps can be filled with fair behaviour for long term benefits
  • 20,000 words – 84 pages in length
  • Excellent use of literature
  • Good analysis of subject area
  • Well written throughout
  • Includes questionnaire
  • Ideal for MBA students

1: Introduction
Defining Customer Service and Service Quality
Research Aim, Objectives and Questions
Research Objectives
Research Questions
Case Study Introduction
Rationale of the Study
Determinants of Customer Service

2: Literature Overview
Defining Service Quality
Concepts of Service Quality and Customer Satisfaction
Importance of Service Quality in the Hotel
Improving Guest’s Convenience
Enhancing Image
Ensuring Security of Customer
Generating Traffic
Establish a Competitive Edge
Customer Demand
Service Quality and Gaps
Fair Behaviour
Long-term Profits
Critical Success Factors
Management involvement and commitment
Facility and Service
Basic Service Design
Organization Infrastructure
Measuring Service Quality
Barriers to Success
Work Processes
Cultural Change
Customer Relationship Management

3: Research Methodology
Research Methodology and Design
Research Method: Qualitative and Quantitative Approach
Qualitative versus Quantitative
Justification for Qualitative
Research Philosophy: Positivism and Interpretivism
Research process: Deductive and Inductive
Types of Research: Exploratory, Explanatory and Descriptive
Justification for Explanatory
Research Strategy
Case Study
Data Collection
Secondary and primary data
Data Collection Procedure
Semi Structured In-depth Interview
Data Sampling
Data Tool
Interview Schedule
Data Analytical Tool
Consolidating New Knowledge
Justification of the Chosen Research Method

4: Findings and Analysis
Determinants of Customer Service Quality
Employee Selection
Team Building
Continuous Service Improvement
Online Room Reservation
Employee Commitment
Improving and Standardizing Work Process
Evaluating Customer’s Suggestions
Tracking Errors and Complaints
Measuring Success
Use of Mobile
Most Important Customer Service Improvement Techniques
Techniques to Make Service Innovative
Gaining Competitive Advantage
Reservation management
IT-Induced Competitive Advantage
Technology Sophistication
Management Skills
Resource Integration
Critical Resources
Marketing Strategy
Customer Relationship Management in Hotels

5: Conclusions and Recommendations
Analysis of Research Questions
Techniques to Improve Customer Service
Making the customer service innovative
Reservation management
IT-Induced Competitive Advantage
Technology Sophistication
Management Skills
Critical Resources
Marketing Strategy
Contribution of the Study
Recommendation of the Study
Limitations of the Study

6: Reflective Statement


Appendix Section

Service Quality in the Hotel Industry Dissertation
Service Quality in the Hotel Industry Dissertation

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