...Research About Hotel Guest Satisfaction With Hotel Services 1.Introduction With the change of the relationship between the hotel industry supply and demand and market competition, the hotel management concepts and methods of updating. In the 90's of the last century, new management concepts and methods of the hotel began to introduce the manufacturing industry widely implemented, emphasizing the quality of service is the key, the fundamental functions of the hotel is a one hundred percent customer satisfaction, providing error free service for the customer. The hotel have to diversify the means to create their own service advantage, build the core competitiveness of service products. "100-1=0" theory which is popular. It should be said, put...
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...CUSTOMER SATISFACTION IN RETAIL SECTOR SHIVANI SHARMA (ASST.PROF. - GICTS GROUP OF INSTITUTIONS GWALIOR (M.P) CONTACT NO.: 09926221148 AMBUDI BHOSLE (ASST.PROF.-GICTS GROUP OF INSTITUTIONS) GWALIOR (M.P) CONTACT NO.: 08989695359 ASHISH SHARMA (ASST.PROF.-GICTS GROUP OF INSTITUTIONS) GWALIOR (M.P) CONTACT NO.: 07879154470 ABSTRACT This paper reports on a programme of research aimed at assessing corporate attitudes towards customer satisfaction measurement. The managers are generally aware of the weakness of using customer satisfaction measurement on its own, and therefore mystery shopping and staff surveys are commonly used to augment the results of customer satisfaction surveys. Customer satisfaction is the main basis in retail as it increases the interest of customers. paper study applies SERVQUAL for assessing service quality in a retail industry. Main objective is to asses quality service dimensions that are delivered through customers. The research also found that the majority of the managers do not agree with the criticisms of CSM commonly cited in the literature, although a number are not fully satisfied with their CSM programmes. In particular, more needs to be done with regard to the provision of feedback to dissatisfied customers and also in the benchmarking of customer satisfaction against competitors, since very few of the respondents are currently satisfied with their approach to these activities. . Retail formats have...
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...A comprehensive study on various services provided by BSNL and customer satisfactionof BSNL users.(b) ANALYSIS OF THE AVAILABLE DATA A comprehensive survey Report on customer satisfaction towards various aspects Regarding operation on BSNL. Conducted by : ANANDA DUTTA Reg no. : 8410/2005-2006 BURDWAN UNIVERSITY TABLE : 1Services owned by customers (a) ON TOTAL SAMPLES SERVICES | NO OFSUBSCRIBER | TOTAL NO OFCUSTOMER | %OFCUSTOMER | MOBILE | 42 | 100 | 42 | LANDLINE | 38 | 100 | 38 | BROADBAND | 10 | 100 | 10 | PCO | 10 | 100 | 10 | (b) ON GENDER PREFERENCE SERVICES | MALE | FEMALE | TOTAL | MOBILE | 20 | 22 | 42 | LANDLINE | 18 | 20 | 38 | BROADBAND | 7 | 3 | 10 | PCO | 9 | 1 | 10 | TOTAL | 54 | 46 | 100 | A comprehensive study on various services provided by BSNL and customer satisfactionof BSNL users. (c) ON AGE PREFERENCE SERVICES | 15 TO 40 yrs. | 41 TO 66 yrs. | TOTAL | MOBILE | 30 | 12 | 42 | LANDLINE...
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...special characteristic and service quality can vary. Therefore, satisfaction is harder to achieve and service recovery and customer’s retention is key service management tasks. ervices have special characteristic and service quality can vary. Therefore, satisfaction is harder to achieve and service recovery and customer’s retention is key service management tasks. ------------------------------------------------------------------------------------------------------------------------------------- Abstract: Customer expectations play a crucial role in shaping satisfaction evaluation. The expectations are formed through past experiences, brand image, word of mouth, advertising or promotions. Customer expectations need to be thoroughly explored by the management for several reasons, it gives them accurate picture of the customer wants, and how the expectations are formed, how the company can influence or manage the expectation. The expectations can also change with cultural roots of the customer. In today’s global market it is beneficial to develop and market the company to diverse market segment. Introduction: In today’s fast paced world the biggest challenge faced by service industry is to retain its customer loyalty. It is easy to see why customer loyalty is of utmost importance, simply put it guarantees future revenue and shareholder value. Customer loyalty is strongly linked to customer satisfaction and service quality. In order to be competitive in today’s world...
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...emotional attachment could be described as a passion for the organisation and their part in it and a feeling that they can make a difference. “Engagement is about passion and commitment-the willingness to invest oneself and expand one’s discretionary effort to help the employer succeed, which is beyond simple satisfaction with the employment arrangement or basic loyalty to the employer”, BlessingWhite, 2008; Erickson, 2005; Macey and Schnieder ,2008. Definitions of Employee Engagement often contain references to other related concepts, such as Job Satisfaction and Organisational Commitment and indeed, an engaged employee will often exhibit these traits, but they in themselves do not define employee engagement. Employee Engagement is a two way bilateral relationship, whereas Job Satisfaction and Employee Commitment tend to concentrate on what the employee is providing to the employer. For an employee to feel engaged they have an expectation that there will be reciprocation on the part of the employer. One article states on the differences: “The third problem with the construct is that many of the definitions of employee engagement invoke existing constructs, such as job satisfaction, organizational commitment, organizational citizenship behaviours and job...
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...The merger has not been as successful as executives had hoped. A reduction in force has been made that has led to issues where a process for job redesign is required. Higher management previously considered the universal worker, but after considerate deliberation it was concluded that this would not be the best route. Job redesign is required so that patient care delivery is successful. Beginning Stages of Job Redesign There are two steps necessary before the job redesign process starts. These processes are known as the revision of the job content and the analyzing of job related information. The main reason for these steps is to collect data and analyze and categorize the information so that the best process can be chosen. The following steps are • Revise job content: in this step job related information is collected and revised to discover the inconsistencies between employee and job (Job redesign: meaning, process, and its advantages,. (2013). Understanding the current process is necessary before the redesign can begin. Different approaches determine how the process is presented later. Who will conduct the observation and explain the scope of the process to be observed will need to be at the forefront of this step ("Redesign Planning Steps",. 2005). • Analyze job related information: once the collection and revision of the job content is complete there must be someone to analyze the discrepancies. This is done to determine issues that hinder performance of tasks...
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... The research process also helps to have a clearer and updated idea of their industry (Suttle, 2014). After worked for more than seven years in the airlines industry, I decided to review an article titled “Customer Satisfaction in Airline Industry.” During my years of experience, I saw how many of the passengers left the airport frustrated with the services offered. I think this is a good topic for me to evaluate, because it help me to understand situations that are important within the airline industry. Current Event in Business Research In the summary of the article “Customer Satisfaction in Airline Industry” explain how the research followed on how the five dimensions of customer satisfaction was applied in the airline industry. Such articles can be used to design strategies specifically aimed to increase the level of customer satisfaction in the airline industry. At first I was a little confused about the method used in this article, but I have come to the conclusion that the method used in this article is applied research using an explanatory study. “The problem-solving nature of applied research means it is conducted to reveal answers to specific questions related to action, performance, or policy needs. For our purposes, an explanatory study goes beyond description and attempts to explain the reasons for the phenomenon” (Cooper & Schindler, 2012). Research Problem...
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...rate in their performance, effectiveness, employee satisfaction, organizational commitment, career development and etc. Thus, organizations want employees to go behind their day-to-day job duties and exceed expectations. Literatures suggest that these extra-voluntary behaviors, called organizational citizenship behaviors, are positively related to the indicators of organizational effectiveness. Katz and Kahn (1978) mentioned that organizational citizenship behaviors can be extremely valuable to organizations and can contribute to enhance better performance as well as competitive advantage (Jahangir & Akbar 2004). The purpose of this paper is to provide a review on Organizational Citizenship Behaviors and its impacts on organizational effectiveness. The first section will define organizational citizenship behaviors and reviews some standpoints from different authors. The second section will explain the main types of behaviors. However, many behavioral patterns are likely to fall into this category, but we focus on the most important ones. Furthermore, the antecedents of the OCBs as well as its consequences will be discussed. Finally the paper will propose HR practices that can help to encourage employees to exhibit favorable behaviors and enhance effective OCBs. An Introduction to Organizational Citizenship Behavior Katz, as far back as 1964, was the one who emphasized on the need for a behavioral system that went beyond the required role of the job description. He realized...
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...not respond skeptical to the CSR strategy. Third the company should be innovative and not be exposed to too much risk. If these requirements are met it is necessary to choose a CSR strategy that fits the brand and to use the right communication strategy. Only then will market value rise as a result of the higher level of customer satisfaction CSR creates. 2 Table of content Chapter 1: Research proposal 1.1 The problem background 1.2 The problem statement 1.3 Research questions 1.4 Academic relevance 1.5 Managerial relevance 1.6 Overview of the rest of the chapters Chapter 2: Corporate social responsibility from the consumer perspective 2.1 Introduction 2.2 CSR and customers Chapter 3: Consumer reactions and attitudes towards trust, communication strategy and fit 3.1 Introduction 3.2 Fit between CSR and brand 3.3 Communication strategy 3.4 Consumer trust and CSR 3.5 Cross-influences Chapter 4: Customer satisfaction 4.1 Introduction 4.2 The direct effect of communication strategy on customer satisfaction 4.3 The indirect effect of communication strategy on customer satisfaction 4.4 The direct effect of brand fit with CSR on customer satisfaction 4.5 The indirect effect of...
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...lifestyle experience. Ritz-Carlton is the leading brand of luxury hotels and resorts with 84 properties located in major cities and resorts in 26 countries worldwide. Making it to the top and the only service company in America that has won Malcolm Baldrige National Quality Award not only once but twice. Its legacy continues and in 1997, Marriott International purchased The Ritz-Carlton which operated as a wholly owned subsidiary. When it comes to style, quality and unsurpassed service, the Ritz-Carlton Hotel Company has set the Gold Standards in giving their highest level customers satisfaction. It is compromised by five elements: “The Credo,” “The Motto,” “Three Steps of Service,” “The 6th Diamond,” and “Employee Promise.” Their reputation for going above and beyond their customers’ expectations and cultivation brand loyalty has made devotees of their service model in the hospitality industry and beyond. It’s simply their motto “We are Ladies and Gentlemen serving Ladies and Gentlemen,” suits their legendary customer service. Discussion Questions: 1. In what ways could the Ritz-Carlton monitor its success in achieving quality? Ritz-Carlton is process-oriented company, to achieve its quality, Ritz-Carlton created its targeted selection process to ensure a successful match of potential employees to employment. When it comes to their employees, “They select, don’t hire.” The applicants undergo in comprehensive process that...
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...that it examines four similar leadership styles including directive, supportive, participative and achievement-oriented. Directive “characterizes a leader who gives subordinates instructions about their task, including what is expected of them, how it is to be done, and the time line for when it should be completed” (Northouse, p. 127). Supportive leaders “go out of their way to make work pleasant for subordinates. In addition, they treat subordinates as equals and give them respect for their status” (Northouse, p. 127). Participative leaders “consult with subordinates” and “integrates their suggestions into the decisions about how the group or organization will proceed” (Northouse, p. 127). Achievement-oriented leaders have great expectations for their subordinates and show they are confident in the ability of their subordinates to accomplish the more difficult tasks. These leadership behaviors are directly related to various subordinate and task characteristics (Figure 1). According to the path-goal theory, leaders match subordinate characteristics with...
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...Final Review Who should be involved in the new service development process? What are service improvements What is the first step of service development process? * Business Strategy Development or Review: reviewing the organization’s mission or vision. New strategy must fit in the larger strategic mission. What is a business analysis: * An estimate of its economic feasibility and potential profit implication. Including demand analysis, revenue projections, cost analyses and operational feasibility are assessed here What is concept development and evaluation: * To product a description of the service that represents its specific characteristics and then determine initial customer and employee response to the concept What is market testing: * A tangible product might be test marketed in a limited number of trading areas to determine marketplace acceptance of the product as well as other marketing mix variables such as promotion, pricing, and distributing systems What is post introduction evaluation: * The information gathered during commercialization of the service can be reviewed and changes made to the delivery process, staffing, or marketing mix variables on the basis of actual market response to the offering. * Formalizing the review process to make those changes that enhance service quality from the customer’s point of view is critical What is a service blueprint: * A picture or map that portrays the customer experience and the service system...
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...identifying a leader's style or actions that best fits the employee and work environment in order to achieve goals. The theory is used to predict what tasks people will put their energies into given some infinite number of options. The goal is to increase follower’s motivation, empowerment, and satisfaction so that they become productive members of the organization. (Hughes, Ginnett, & Curphy, 2014, p. 546) Leadership is a group of things that are connected in complicated ways involving the leader, the follower, and the situation. “Study have shown that researchers have focused on the personality, physical traits, or behaviors of the leader. Others have study the relationship between leaders and followers. While the rest gave attention to the situation and how leaders would act.” (Hughes, Ginnett, & Curphy, 2014, p. 4) "Leaders and their followers are supposed to raise one another to higher levels of standards and inspiration."(mindtools.com) this kind of leader * Is a model of integrity and fairness. * Sets clear goals. * Has high expectations. * Encourages others. * Provides support and recognition. * Stirs the emotions of people. * Gets people to look beyond their self-interest. * Inspires people to reach for the improbable. The path-goal theory suggests that successful leaders are those who increase follower’s motivation by charting out and clarifying the paths to high performance. According to House and Dressler “leader’s actions...
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...1. Explain how Bed Bath and Beyond practices the retailing concept. Four principles form the retailing concept, and they are: 1. Customer orientation 2. Coordinated effort 3. Value driven 4. Goal orientation The first concept means communicate with the shoppers and view their desires and work at best to fulfill this desire, and that’s what the sales clerk at BB&B did when the shopper asked her where she could find a set of dishes listed on a bridal registry, the latter was the desire of the shopper. When the clerk immediately dropped what she was doing and located the dishes for the customer she fulfill the customer desire. The second concept talk about having a consistent strategy and integrates plan to maximize efficiency, and from BB&B point of view this could be translated by the high profitability resulted from consistent strategy to increase the gross profits margin and at the same time to decrease selling, general, and administrative expenses as percent of sales. Moreover plans integrations such as an excellent atmosphere, wide assortments, and a deep variety within most merchandise also lead to an increase in BB&B's gross profits margin. The third concept which is the value driven, as we know, value leads to customer satisfaction; moreover, value is the ratio of perceived benefits compared to what a customer pay. And when value perceived is higher than the customer expectation, this will lead to satisfaction, and this is exactly what happened...
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...Decline in Employee Morale and Job Satisfaction: UHS Decline in Employee Morale and Job Satisfaction: UHS Established in 1978 United Health Services has deemed itself as a top standing healthcare management corporation. For the past thirty two years the company has expanded operating through affiliate hospitals, behavioral health facilities and ambulatory centers nationwide. The organization has been ranked as one of the top “Fortune 500 “largest corporations for 2011. With all of the accolades and successful growth it would be difficult to point out any discrepancies that the organization could have as it relates to organizational behavior. The company has progressed from several facilities in 1978 to a conglomerate of facilities in the millennium. The organization is the 5th largest for profit hospital managed Health Care Company that is currently competing with increased growth in the Physician owned facilities. The company is the largest publicly known trader of psychiatric and substance abuse facilities. What meaning does these accomplishments mean when they have prospered and flourished to the extent that it exceeds the expectations of the business owner but on many levels fail to meet expectations of the employees and the patients. When evaluating the company success there is no doubt the intangible business decisions have led them to acquire a great deal of recognition as a franchise. Many would argue that a franchise should be more than for profit when it comes to...
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