Customer Expectations in the Hospitality Industry Research Paper by ABCs

Customer Expectations in the Hospitality Industry
This paper presents a research design into customer expectations in the hospitality industry today.
# 114028 | 2,625 words | 11 sources | APA | 2009 | US

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In this article, the writer notes that the hospitality industry is one of the largest in the world and continues to grow in size and therefore relative importance to many nations' economies today. The writer discusses that, in an increasingly globalized marketplace, identifying changing customer expectations concerning what services and levels of quality are required to remain competitive and gain additional market share has assumed new relevance and importance. To this end, this paper provides an overview of various methods and approaches currently used into customer expectation research in general and in the hospitality industry in particular. A summary of the research and salient findings are presented in the conclusion.

Review and Discussion
Background and Overview
Research Design for Customer Expectations
Table 1 Customer Information Sources Based on Consumption Stages

From the Paper:

"The research showed that the hospitality industry has largely recovered from the horsewhipping it took following the terrorist attacks of September 11, 2001 and is one of the largest industries in the world today. Therefore, the stakes are high for companies competing in this industry, but the research also showed that there are some useful approaches to collecting and analyzing customer expectation information is meaningful ways that can help managers identify problems areas and existing strengths, as well as opportunities for improvement. These methods ran the gamut from the very simple such as guest comment cards to highly sophisticated customer relationship management applications. A common theme that emerged from the research concerning the use of these research methods, though, was the fundamental need to interpolate this information by using as many sources as possible to draw broad-based conclusions and formulate appropriate responses."

Sample of Sources Used:

  • Bertels, T. (2003). Rath & Strong's Six Sigma leadership handbook. Hoboken, NJ: John Wiley & Sons.
  • Dunn, L. D. (1999). Tourism attractions: A critical analysis of the subsector in Jamaica. Kingston, Jamaica: Canoe Press.
  • Gnuschke, J. E. (2007, Fall). The hospitality industry. Business Perspectives, 19(1), 1.
  • Jafari, J. (2000). Encyclopedia of tourism. London: .Routledge.
  • Jayawardena, C. & Nettleford, R. (2002). Tourism and hospitality education and training in the Caribbean. Kingston, Jamaica: University Press of the West Indies.

Cite this Research Paper:

APA Format

Customer Expectations in the Hospitality Industry (2009, May 26) Retrieved May 08, 2021, from

MLA Format

"Customer Expectations in the Hospitality Industry" 26 May 2009. Web. 08 May. 2021. <>