Quality Customer Service In Hotels Essay
2.0 LITERATURE REVIEW 2.1 Introduction This chapter reviews various literatures with bearing to quality customer services in hotels. The sections covered in this chapter are introduction, definition of key terms, theoretical and empirical literature reviews. The chapter also presents policy review, conceptual framework and research gap. 2.2 Definition of key words 2.2.1 Tourism The World Tourism Organization states that, tourism comprises the activities of persons traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes not related to the exercises of an activity remunerated from within the place visited (WTO, 1905). According to Beech and Chadwick (2006), Goeldner and Ritchie (2009), Hunziker and Kraph (1942) and Feuler (1905), tourism is a collection of activities, services and industries which deliver a travel experience comprising transportation, accommodation, eating and drinking establishments, retail shops, entertainment businesses and other hospitality services provided for individuals or groups traveling away from home. 2.2.2 Tourist A tourist …show more content…
Yet quality means the degree to which a commodity meets the requirements of the customer at the start of its life (ISO, 9000). ISO 8402-1986 standard defines quality as the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs. Quality in tourism can be defined as the satisfaction of the entire legitimate product and service needs requirement and expectations of the consumer at an acceptable price in conformity with the underlying quality determinants such as safety and security, hygiene, accessibility, transparency, authenticity and harmony of the tourism activity concerned with its human and natural environment (WTO,
The Ugly Tourist Jamaica Kincaid Summary
443 Words | 2 PagesThe purpose of this paper was the fact that Jamaica Kincaid felt as though tourism in the land are only seeing the greater good of the land that they were visiting. Tourists are not seeing the side where the native families are struggling to get by. Are they trying to persuade the reader to adopt a new belief or habit, or to stop doing something? Jamaica Kincaid is trying to persuade the readers of her essay to understand why tourism is such a bad thing.
I Am Tourist Poem Analysis
1001 Words | 5 Pages25-27). This portrays the tourist’s frustration. He then says that he just wants “a mattress / And a pool and a bar / Just like back home”, which further supports Mitchell’s idea of the modern tourist; how he’d want to venture out to experience new places and cultures, but in the end will reach a point where they’d just want to in a place like home. This is followed by the final line, “I am Tourist”. On one hand this repetition of the first line brings closure, on the other hand this emphasises the stereotypical tourist in his needs to explore new places and cultures, while keeping the simplicity and comfort of his home, which highlights the irony or satire of the modern
Security Risk Of Legacy Point Of Sale System At Starwood Hotels
844 Words | 4 PagesMandarin Oriental hotel group informed the security risk of legacy point of sale (POS) systems through the theft of credit card data . Credit card from an “isolated number” of payment card systems at hotels in Europe and the US, after the company’s network was hacked was confirmed by company. For example, the Hilton hotel group was hit by a similar attack, as was Starwood Hotels – which owns Sheraton and Westin.
The Effectiveness Of Six-Sigma In The Hospitality Industry
1749 Words | 7 PagesLancaster [2011]: According to Justin, hospitality firms big and small are looking at ways to keep costs low and to become more efficient just to stay afloat in this very challenging economy. Cutting costs in labour has been a popular topic in all industries during times of economic downturn. This is a particularly slippery slope in the hospitality industry where service may be compromised through cutting costs. Quality service is scrutinized by the customer in hospitality more than ever due to the fact that customers are fewer and are spending less. In areas of resort saturation like Las Vegas, the customer has so many options; they simply will not tolerate poor service like they may have in the past.
Hilton Hotel Case Study Summary
1038 Words | 5 PagesThe aim of this case study is to investigate the applicability and functionality of organizational theories in Hilton Hotels Corporations. The first part of this case study is concerned about the compatibility between Hilton Hotels mission with its activity and purpose. Also, another aspect of this paper is to present the suitability of organizational theories referring to Human Resources Theory, System and Contingency Theory. In order to uphold this report, I will conduct a SWOT Analysis of Hilton Hotel Business. The last part of this paper presents a critically important aspect of a successful business in regards to the Hilton Hotels CSR programs and initiatives.
Essay On Good Customer Service
849 Words | 4 PagesGood Customer Service As the atmosphere had been set to warm the over populated, fast paced city of Los Angeles. The sun had began to rise over the busy highway ,that remain behind a busy California breakfast cafe. One of the cafe's usual diners has already endulged in the calming aroma of hot coffee and warmed maple syrup. Has eaten and been waited on.
Four Realms Of Experience Analysis
1162 Words | 5 PagesG. (2011) “is a degree which one has to be physically present and involved in order to produce the experience”. This means the tour guides are unable to determine the level of involvement of its tourist, this will be all dependent on the involved individual. The horizontal axis explains that one tourist may just be a mere spectator and the other may participate into activities that can create a memorable experience. Vertical axis of the model explains the relationship of the clients to its environment - Absorption and Immersion.
Four Building Blocks Of Competitive Advantage
1014 Words | 5 PagesThe four building blocks of competitive advantage can be used to help a company become more profitable and stay ahead of their competition. The four factors are superior efficiency, quality, innovation, customer responsiveness. All four building blocks are important to any company. However, I believe that customer responsiveness is the most important because having loyal and happy customers can make or break any company. The four building blocks can help companies grow and become the leader in their industry over their rivals.
Importance Of Tourism Behaviour
1985 Words | 8 PagesThe above description do set the scene part for this essay on the tourist behaviour and it is the main initial point for the final description of the topic which is to be shaped further. To completely understand the tourist behaviour, it requires searching out the individual experiences and the motivations of travelling. There are many of the researches and studies one in past by the great authors and researchers on the individual experiences and their motivations of travelling. The tourist behaviour in recent past has been studied with great efforts and many of the conclusions had been drawn regarding the crucial factors which do have an impact on the decision making of the tourist’s. There is a great risk involved in the process of destinations decision making.
Wanderlust Analysis
1019 Words | 5 Pages26-28) contradicts Don George in ‘Wanderlust’ who writes about the new people, new culture, tastes and textures and a whole new world he encountered on his wander. He talks about the epiphany he had in Paris where he had gone to work for the summer and how he realized that the world is ‘the classroom’ on his travel. George does not fit the widely held group of people who backpack to experience the, as mentioned before, “tourist bubble” that Sarah Hall talks about with rectifying her claim by including Dr. Aziz, a lecturer in tourism. Text 2, ‘Backpackers hit the tourist trail’ by Sarah Hall and text 4, ‘Video Night in Kathmandu’ by Pico Iyer, shares the same point of view on backpacker tourism and thinks it is a burgeoning industry which is affected by the travellers themselves. Comparing these two texts to text 1, ‘Wanderlust’ by Don George and text 3 ‘Why I Travel’ by Mark Moxon, these two texts has a shared point of view that backpacker travelling is something spiritual filled with new encounters, new smells and textures, experiences and seeing a whole new culture besides your
Relationship Between Hospitality And Tourism Industry
1572 Words | 7 PagesTo be sucessful in this industry we need a lot of and loyal customers. The loyal customers will keep coming back to the same place if they satisfied through the place they have visited. Customer loyalty give the most important impact towards hospitality and tourism industry. “Hospitality refers
Tourism: The Four Different Perspectives Of Tourism
2740 Words | 11 PagesTherefore, tourism may be defined as the activities, processes and outcomes by the relationship and interaction among the tourist, government, suppliers of the tourism, the host communities and the environment that surrounding the destination which involved in attracting and accommodating of the visitors (Goeldner & Ritchie, 2009). According to Goelner & Ritchie (2009), there are four different perspectives of tourism can be identified from the tourist, business operator who providing goods and services, government of the host destination area and the local community. The first group is the tourists or visitors. They are the group who search for various travel experiences and satisfaction physically and psychologically.
Evolution Of Tourism
1649 Words | 7 PagesFROM THE BEGINNING OF 1900 TO OUR DAYS Until the first half of 1900, going on holiday was an experience belonging to a privileged class, something that only few could afford. In the 50s-60s, the economic growth and the evolution of means of transport made going on holiday something accessible to a broader range of the people. Back then, the typical tourists were travelling to the same places, at the same time and to do the same things, because there wasn’t that much choice. This type of tourist had not established preferences, it was predictable, driven by emulation and had not yet manifested any special needs.
Tourism And Leisure Time
1031 Words | 5 PagesThe concept brings proofs on how people spend their time, in which areas and for which purposes. (Nash, 1960, cited in Morgan…). As the people spend their time on different activities, one of those activities is tourism. As well as leisure, tourism has many definitions; we will use one of those which reflect main idea. Tourism is a
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