An evaluation of customer expectations and their management in the hospitality industry.
Written in 2009; 7,220 words; 42 sources; APA; $ 160.95
Paper Summary:
This paper evaluates how expectations are created and explains the dominant approaches used for measuring customer expectations in industry. It specifically examines how customer expectations are managed in the hospitably industry and assesses how customer satisfaction measurement approaches are specifically applied to the hospitality industry.
Table of Contents:
Introduction
How Expectations Are Formed
Nature and Characteristics of Expectations
Measurement of Customers' Expectations
Customer Expectations in the Hospitality Industry
Measurement of Customer's Expectations in the Hospitality Industry
Summary
From the Paper:
"Fourth, hospitality providers who compete primarily for business travelers must concentrate on creating a more concerted, cohesive strategy to attain customer satisfaction and loyalty first, over using price or promotion to attract and retain customers (Zolkiewski, Lewis, Yuan, Yuan, 2007). This specific segment is price-insensitive given the fact the majority of their expenses are paid by their companies. The use of SERVQUAL is critical for finding the gaps in performance and expectations over time in this primary and most profitable segment in the hospitality industry."
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