02 Essay on Hospitality Services Assignment Sample
Here’s the best sample of 02 Essay on Hospitality Services Assignment, written by the expert.
Introduction
Definition: this aim of this essay is to define the factors of customer satisfaction in the hospitality industry in Australia. In other words, in which way Darling Range Hotel can manage their customers for ultimate satisfaction by analysing the requirements and needs. Moreover, this business essay will find out the factors of customer satisfaction through a model that includes three perspectives such as customer satisfaction, market share and profits.
Marketing mix is another great theory that enables true objectives of customer satisfaction. In this way, Darling Range Hotel and its wide range of services will be analysed in this essay to find out final answers of customer’s fulfilment in Australia. The Darling Range Hotel is the most well-known hotels chain in Australia. This business essay is based on the internal advancement process of some basic components this hotel’s service, for instance, staff’s capability, front desk accountability and room service quality.
This essay will also examine the marketing materials such as Business cards, letterhead, logo, area, get to, auto stopping, and signage to analyse the service quality of the hotel. This essay also explore the role of online networking marketing as a compelling marketing procedure which can draw the consideration of the clients regarding new services and offers.
The Darling Range Hotel has a decent website which incorporates corporate and service related data to influence the customer purchase behaviour (DiJulius, 2014). In other words, the Darling Range Hotel spends heaps of funds for promoting in daily paper, magazine and TV but they did find nothing special. The Darling Range Hotel is a lavish hotel which offers restrictive friendliness service to satisfy their clients. As far as beautification, for example, lighting, seating, clamour, hardware and neatness, the management of the Darling Range Hotel put additional exertion on service quality.
A large portion of the clients have a place with prominent class like a film star and hero come down to enjoy the luxury facilities. In order to give high-class service, the management of Darling Range Hotel offers penthouse as an alternate range to facilitate additional comfort to the customers. In fact, the Darling Range Hotel likewise offers spa and relaxation including careful rest, wellness and intellectual competence to increase the level of customer satisfaction including temperature control, flooring and surfaces of rooms(Chakravarti, 2008).
Relevance: customer satisfaction and marketing mix model both are relevant for conducting this essay. This business essay additionally explain the appealing and agreeable service quality of Darling Range Hotel in Australia by reviewing marketing mix model. The management of Darling Range Hotel received the most recent innovation with a specific end goal to fulfil their clients and the majority of the clients incline towards soft music, Colour plan and Fragrances of Darling Range Hotel.
In this way, the management of Darling Range Hotel understood that the greater part of the customer satisfaction that influences tourist’s love regarding luxurious service and costly solace which incorporate complete fulfilment. As it were, the management of Darling Range Hotel likewise leave an extension for low planned individuals and offer them agreeable service as indicated by spending measure for more convenient service by analysing marketing mix model (O’Neill and Xiao, 2006).
Contributors: this essay will also explore the marketing mix model that incorporates some basic components, for example, products, price, promotion and place to make a decent service quality of the Darling Range Hotel. In addition, the management of Darling Range Hotel can increase the assessment of the viability by applying this model and above discussed fragments.
As a matter of first importance, price is one of the viable parts of the internal marketing mix model which controlled by the senior staffs of the Darling Range Hotel. Conclusively, this 4ps business model helps the management to find out the factors of customer satisfaction.
Signposts: The management will analyse raw materials supply that incorporates room service and friendliness services to find out the objectives of customer satisfaction. At the end of the day, Darling Range Hotel can provide high quality service and superb consumer loyalty after reviewing all aspects of 4Ps marketing mix model for enhanced consumer loyalty (Fitzsimmons, 2014).
Description and Explanation
Description: The management of Darling Range Hotel precisely examines each part of customer satisfaction including staff execution for the development of the adequacy of new service introduction. Besides that, electronic innovation holds a basic part in the development process of the adequacy of internal merchandising materials.
Besides that, Darling Range Hotel can assess the adequacy of customer satisfaction with the assistance of restrictive service like free Wi-Fi services. As per diverse situations, distinctive promotional exercises help to upgrade the benefit of Darling Range Hotel to accommodate free internet facility. Thus, an extensive variety of promotional exercises incorporate coordinating movements to attract the customers for expanding the hospitality business.
Free internet service is a good opportunity for Darling Range Hotel which is interrelated with the mode of customer satisfaction (Gelder and Woodcock, 2012). Thus free Wi-Fi facility additionally help to acquire clients at a high rate, for example, marriage season or Christmas Eve attracts majority of the clients who search for a fair hotel with internet facility. As a result, Darling Range Hotel can grab this chance to build their brand equity.
Besides that, there are diverse kinds of promotional exercises are performed by Darling Range Hotel keeping in mind the end goal to draw the attention of the clients, for example, upselling coupons, support compensates, premiums, challenges, and reward plans. In addition, premiums bundles incorporate amazing offers and services which can attract rich and big clients. Coupons are another compelling tool of promotional exercises of Darling Range Hotel.
The business officials of Darling Range Hotel dependably empower the client’s attitude with coupons and mindful the clients about the advantages of coupons. Thus, it’s a sort of marketing procedure which ready to draw the attention of the clients towards new free internet facility (Gelder and Woodcock, 2012). The purpose of procurement is another noteworthy piece of the upselling and promotional system of this hotel.
The clients are focused and targeted for being utilized as a part of organizational growth in the wake of finishing a particular engagement of the internet accessibility. The management of the Darling Range Hotel constantly offers about their extraordinary services to their clients to hold them through promotional exercises.
Context & theory: 4ps model is the best strategic movement utilized by Darling Range Hotel to draw the minds of the clients. Price, promotion, products and place are main factors of 4Ps model of marketing mix that concludes all answers of customer satisfaction. In other sense, numerous clients came come back to the hotel once more with the assistance of reward conspire and special extra offices (Frye, 2017).
However, Darling Range Hotel actualized numerous promotional exercises for enhancing deals point and high-class consumer loyalty. In addition, the management of Darling Range Hotel needs to give careful consideration to the special exercises such as online advancement which is a viable process to enhance Wi-Fi deals for engaging more customers. In other words, internet marketing or advancement incorporates a few points of interest, for example, online promotions, emails and customise notifications.
The management of Darling Range Hotel ought to give an extra discount to those clients who book the service through websites. In addition, Darling Range Hotel also offers web based booking over their official site and they should build purpose of offering. The management should dispatch a versatile application like free Wi-Fi zone in light of the fact that each client is seeking hotels for browsing the web (Jansson-Boyd, 2010).
The Darling Range Hotel can remind their clients about current Wi-Fi offers with the assistance of versatile application. Online marketing is the most ideal approach to achieve the clients inside a couple of second. The management of Darling Range Hotel ought to counsel with the top managerial staff about the usage of internet consumption through portable applications of customers. Darling Range Hotel also incorporates an extensive variety of service because of high value and few clients couldn’t bear the cost of their service.
In other words, too much price is a weakness of this hotel. The management needs to decrease their current cost and offer high-class service to the clients in all seasons. The brand picture of the Darling Range Hotel would be extended, and income would be expanded by offering new internet facility. Moreover, the Darling Range Hotel can accomplish wanted objectives and goals with the help of the portable application and rebate methodology.
Keeping in mind the end goal to expand individual offering strategies of the hotel staff, the management of Darling Range Hotel needs to monitor the implementation process of Wi-Fi installation (Jansson-Boyd, 2010). The management of Darling Range Hotel should actualize rating arrangement of the staffs which filled by the client at high price. Staffs rating framework can enhance the relational abilities of the hotel staffs, and a noiseless rivalry would start between staffs.
Along with that, high appraising can improve great chance to service big name clients including extra motivations to the management of Darling Range Hotel for giving satisfactory preparing to the staffs to build the execution (Miller, 2013). The management of Darling Range Hotel ought to give extra motivations to those staffs who acquire a high appraising by fulfilling the clients. As indicated by client’s appraising platform, the Darling Range Hotel should expand the pay of the staffs for ultimate job satisfaction.
Contributors: Bonus systems incorporate some basic divisions, for example, non-verbal correspondence, upselling openings, client needs and needs, service information for empowering the hospitality business (Miller, 2013). In this way, the staffs of Darling Range Hotel are utilizing different sorts of relational abilities to give top notch service for the client satisfaction. The management of Darling Range Hotel gives sufficient training session to each staff for enhancing individual’s roles and responsibility (Hassanien, 2015).
Data: Non-verbal communication is the most ideal approach to trade sentiments and data within a workplace. In addition, the staffs of Darling Range Hotel can expand their skills and methods with the assistance of non-verbal communication. It’s basically a characteristic thing to make the client happy as answers of an enquiry with non-verbal communication such like duty of rooms and front desk employees.
The hotel’s staff can without much of a stretch persuade the client with the assistance of non-verbal communication. As it were, the individuals have separate background that would be expanded during the training programs. The management of Darling Range Hotel needs to give viable communication training to their staffs to impart through non-verbal communication system. Outside dialects can also be utilized for enhancing individual’s contribution strategies (Hassanien, 2015).
In addition, exact recognizable proof of the client’s needs are one of the critical parts of the hospitality industry at Australia. The staffs of Darling Range Hotel can perceive legitimate prerequisites for the client’s satisfaction with the assistance of compelling non-verbal communication process. In addition, the staffs of Darling Range Hotel needs to examine the prerequisites of the clients for giving the free internet service to the clients.
Apart from that, the staffs of Darling Range Hotel should offer quality service and technical support to the customers. There are diverse kinds of clients come to encourage new internet service of Darling Range Hotel for enjoying different occasions such as meeting reason, artist restroom and holiday. Thus, the Darling Range Hotel offers numerous restrictive and free internet service to the clients and it is an obligation of the hotel staffs to recognise the requirements and needs of the clients for improved career.
Empowering repeat business: the staffs of Darling Range Hotel needs to support rehash business strategy with great service quality to hold their existing clients. The greater part of the clients incline toward hotels as indicated by past understanding. In addition, the Darling Range Hotel is popular for high-class service and prevalent consumer loyalty.
The management offers an amazing room service is one of the fundamental driver of consumer loyalty (Bastic, 2013). The hotel staffs need to focus on the clients before would be the need because of high quality service. In addition, the staffs of Darling Range Hotel made a positive impact on the client’s brain with the assistance of value room service. Darling Range Hotel can hold their significant clients to applying repeat business strategy with the assistance of compelling quality service.
Analysis and Expansion
Trajectory of debates: Darling Range Hotel can break down the level of rivalry inside the advancement of business by using the marketing mix model. In the event that Darling Range Hotel makes an immense benefit and ready to draw in the customer’s attention in the region and also globally. At that point it is a threats of different contenders, for example, Emirates One & Only Wolgan Valley and Park Hyatt Sydney for Darling Range Hotel.
In the event that the hotel dispatches new internet service which is more proficient than the contender’s hotels then it is a risk of substitute service to the hotel (Bergman, 2010). For instance, Darling Range Hotel uses Wi-Fi which is a redesigned innovation than traditional 3G service. It alludes to the market yields and data sources separately for building the cost-effective planning alongside dealing with the customer satisfaction.
Here, the customer has the ability to deal with internet service of Darling Range Hotel, if the customer thinks that it’s excessively expensive to utilize Wi-Fi. Along these lines, the hotel should set reasonable costs that opposition exists in the Australia as the nation has experienced different levels of improvement in light of specialized fields.
A composed report that gives the point by point activities required to achieve in excess of one determined points and goals of a hotel to offer a quality service. In this way, product offering or brand in general is known as a marketing design that is fundamental for a business to accomplish the destinations of a hotel. A key arrangement and a marketing design is not the same as each other (Deng et al, 2010).
A vital arrangement is concerned about the strategy of a hotel and it is a little bit of a marketing design. Besides that, the marketing design is done by analysing the program comprises of marketing methodologies and investigation of the present market circumstance. Also, it incorporates advertise segmentation, situating and focusing alongside budget and control. With the assistance of these reports, the hotel ready to make a benefit in future.
The present room service innovation is exceptionally best in class because of the nearness of some popular hotels. Hence, the room service and the internet experience a disgraceful warmth of rivalry strategic movement. Because of the execution of Wi-Fi in Darling Range Hotel, the hotel accomplished more productivity.
Examine competing perspectives: Market segmentation relies upon the behavioural, psychographic, statistic and geographic factors (Fornell et al, 2010). In this manner, it implies the requests of the customers are separated in view of these four factors. In light of attributes of the customers, advertise segmentation is done for the customer’s attraction.
For instance, in light of statistic segmentation, the hotel target new age and youthful customers with a lot of salary earned in every month. These customers can bear to purchase and utilize friendliness services of the Darling Range Hotel. Everything relies upon the psychographic segmentation which incorporates new and creative way of life and identity. Consequently, Darling Range Hotel targets such sorts of the customer where they could offer their kindness service alongside luxury room services (Orel and Kara, 2014).
In addition Darling Range Hotel can accomplish their desired objectives by achieving these sorts individuals with their imaginative needs and these can be expert by actualizing the marketing mix. The targets and proposed methodologies of Darling Range Hotel are good to go by the marketing executive of the hotel. As indicated by the marketing executives, the main role is to expand the measure of fulfilled customer by 25% in the following year.
In the event that the hotel can raise the level of customer satisfaction by 50% in upcoming year, at that point Darling Range Hotel will pick up reliability tools from their customers. In this manner, trust and certainty will be worked among the customers, and the hotel is accordingly prompting the foundation of solid business-to-customer or B2C relationship.
The targets additionally comprise of the growth of pay rates of representatives to draw in new ideas in the hotel. Thus, the hotel will be profited on the fields of innovation. Darling Range Hotel is arranged to install the free Wi-Fi support system from losing the customer’s hand. The hotel additionally plans to analyse marketing strategy to find out the objectives of customer’s faith and relaxation.
Moreover, a great marketing strategy can be drawn through an exploration procedure and the marketing strategy additionally comprises of marketing mix business model to achieve the most extreme benefit and support the hospitality business (Gu and Ye, 2014). A marketing strategy is based the distinguishing proof of business objectives.
In this way, the business objectives can be recognized by the execution of SMART technique in order to incorporate the profile of the contender alongside the potential customers. Marketing mix enhances the customer sentiments with the administrator. It additionally builds up the holding between the customers and the hotel.
Evaluation of evidence: Since Darling Range Hotel ready to primarily offer free Wi-Fi service in Australia which will proceed for a long time. Besides that, the hotel reported new superfast free Wi-Fi service which incorporates the high budget. New super-quick free Wi-Fi framework is additionally included good internet speed for the customers who can accept boundless calls and in addition high internet speed.
The hotel management should make a marketing arrangement and methodologies to expand their business and future and serve customers. In this way, the market estimation of room service can reduce the production cost. In addition, the market is required to develop consistently with a 25% expansion within couple of years (Hill and Alexander, 2017).
It has been evaluated because of the fast internet development in some room service gadgets possessed by the customers and also the effective installation of the Wi-Fi. However, Darling Range Hotel turned into the most famous hotels in Australia because of the arrangement of web and Wi-Fi to the 79% populace of the nation.
Today, innovation has propelled a considerable measure, and it is prescribed to each hotel to utilize Wi-Fi for improved communication with internal and outside stakeholders. The utilization of Wi-Fi system maintains a strategic distance from arrange issues and in this manner prompting the solid relationship among each partner and customer in the hotel industry.
Analysis, synthesis and evaluation
Analysis and appraisal: Emirates One & Only Wolgan Valle is the strong rival competitor of the Darling Range Hotel which is known for its best decline of expensive hospitality services. Darling Range Hotel says that they can battle with the Emirates One & Only Wolgan Valle concerning the cutting of cost. Over the most recent few years, Darling Range Hotel has gripped by far most of its offer of the bread showcase.
The contenders go about as threats for the hotel appears they can draw the consideration of the current clients. In this way, the management of Darling Range Hotel needs to recognize the strategies of their opponent hotels keeping in mind the end goal to maintain their business easily (Pappas et al, 2014). As early portrayed, Darling Range Hotel incorporates diverse range of services in the Australia, and it has implemented Wi-Fi service to convey high customer satisfaction.
The management of Darling Range Hotel follows principle based viewpoints which control the entire service process. This distribution procedure incorporates different kinds of the commitment of the hotel’s staffs. The technical manager of the hotel needs to give the fundamental consideration which use to get ready the internet system. The management of Darling Range Hotel likewise should convey the internet procedure which must be a clean procedure in light of the fact that any customer can freely use the Wi-Fi service.
Evaluate competing perspectives: The objectives and targets are examined that depend on the installation process of internet servers for benefit of the customers and deals volume. The objectives and targets of a hotel are designed to make a benefit in future. Be that as it may, Darling Range Hotel has to offer something special than other hotels to attract the customers. Darling Range Hotel tries to advance technology by offering unlimited internet facility to the customers (Margulies et al, 2014).
The hotel additionally looks to energize re-book and free trial of the low-budgeted rooms. The management is more occupied with expanding the consequent internet deals and check the response of the clients. Darling Range Hotel likewise builds up the attractive technical arrangements as a creative initiative to attract the customers. In other words, Darling Range Hotel expected to offer free unlimited internet facility which can draw the minds of customers from everywhere throughout the Australia.
The hotel management needs to plan for utilization the internet facility potential and in addition advantage from the rapid usage that exists in front desks and receptions. Aside from these, the hotel additionally plans to devise compelling internet facilities that can be effectively introduced by the technical staffs of the hotel (Khan and Fasih, 2014). The fundamental destinations of Darling Range Hotel are additionally in view of budgetary, deals and marketing and customer satisfaction.
Discuss findings, inferences & problems: The business manager of the hotel must set a reasonable objectives for implementing the internet facility within the hotel. The marketing manager of the hotel needs to quantify the situation of Darling Range Hotel against the contender’s strategic position. In addition, these objectives are based on the promotional techniques.
Thus, Darling Range Hotel can expand the level of customer satisfaction by distinguishing marketing based evidence. The clients of Darling Range Hotel are extremely fulfilled by offering free internet accessibility. The hotel expects to convey fastest internet support to their customers for making them glad. The hotel intends to build their business volume to expand the quantity of clients by technical development for revenue benefits.
The essential destinations of Wi-Fi facility are to build the collective number of internet protocol in every period. The time changes from week to month that means to record the quantity of clients served once a day, the management requires high speed internet to save data. Here, the business supervisor needs to analyse the definite reports of showing the actual internet consumption rate in regular basis (Li and Law, 2013).
Therefore, Darling Range Hotel accompanies a methodology to build benefit along with the conspicuous hazard that the hotel might be so settled by internet server’s installation. In this way, free internet approach proposed to develop its benefits that it gain everything if the market is falling down. In addition, the internet accessibility helps the management of the Darling Range Hotel to draw the minds of the customers.
The technical supervisor of the hotel should escalate all benefit of internet usage that includes the essential idea, exercises, and developments to increase the level of customer satisfaction.
Discuss contributions to knowledge: Other than that, Darling Range Hotel fundamentally regulates the synchronization process of internet facility. The hotel management needs to make a more cost-productive service range to gain the benefits continue profit margin for expanding the value of the customer proposition.
Like the majority of the hotels, Darling Range Hotel additionally apply cost-effective marketing in the hospitality industry to achieve desired targets and goals. The hotel management needs to pick up a predefined extension of technical evaluation at a specific time. The hotel considers low price of the external usage of internet as a helpful tool for satisfying the customers (Khan and Fasih, 2014).
Technical development powers hotel staffs to focus on the general market and the activities of the contenders. Some of the time it is additionally less demanding to quantify service to meet corporate goals and points of action. The hotel industry includes objectives help to augment benefits in future time. Other than that, there are potential benefits are associated with internet service to increase the level of customer satisfaction.
Personal appraisal of topic: the topic is very useful for the hotel industry because most of the tourist need internet service from the end of hotel management. The aspects of customer satisfaction can be measured by marketing mix model that discussed below:
Darling Range Hotel additionally should analyse the marketing mix model to build their corporate development in coming future. In view of the marketing mix of Darling Range Hotel, the management needs to focus on four elements such as product, price, promotion and place. In this way, the 4Ps of marketing model assist the marketing supervisor with progressing feasible the internet system in context of advancement to satisfy the clients. Likewise, the executions are mainly used to advertise the free internet service to the clients for encouraging them. Moreover, the four 4P’s marketing model is portrayed under:
Product: in order to draw the minds of the customers, the hotel management needs to offers high quality products such as exclusive rooms, highly decorated hall room, delicious food, free internet facility and excellent room service. Besides that, with the help of free internet service, the management can attract more customers. The quality of the room service can be considered as product of the Darling Range Hotel. The hotel management needs to offers good quality room services to increase the level of customer satisfaction. On the other hand, the service quality of this hotel can increase the consideration of the customers to achieve corporate goals and objectives.
Price: Darling Range Hotel can attract the customers by cost-effective technique for increasing the level of customer satisfaction. This marketing strategy is made for the client who needs to feel home environment at hotel premises. Likewise, the hotel connects with their cost of pantry and room service where there is a high rivalry against their rival hotels. The cost-effective technique of Darling Range Hotel relies based on offers and discounts in festive season. For instance, Christmas and New Year celebrations. The cost of services additionally relies upon the work time and elements for preparing the fresh room for the customers.
Promotion: Darling Range Hotel uses different special strategies for raising the assumed in regards to the brand equity. Thus social media marketing can be useful for offering new quotes and concepts like free internet facility to the clients and sold. Moreover, the staffs of Darling Range Hotel are energetic and additionally awarded about internet system. The hotel management can influence introduction to somebody for examining. Be that as it may, the experience of the customers to achieve top level satisfaction. Additionally, the management can cover interesting offers by adopting social media marketing. Darling Range Hotel additionally advances themselves by putting a gigantic measure of massiveness on gift vouchers. The hotel has a few articles made by which they prosper their market all through the world. The hotel staffs comprehends that they have dependable on the client’s fulfilment. Conclusively, the management can increase brand value through social media marketing process in Australia (Pappas et al, 2014).
Place: The hotels of the Darling Range are arranged in coastal region of Australia. In addition, the hotels are likewise situated in Murray Bridge SA and Eltham VIC in Australia. Thus, these regions are picked in light of the way that these spots have a high masses, and the excitement for internet consumption is significant. In these objectives, the hotel gets a compensation for marketing the free internet service as a commitment from them. Suitably, Darling Range Hotel gets a chance to raise the brand equity by implementing free internet service.
Section 4 conclusion
Synopsis: this aim of this essay is to describe the aspects of customer satisfaction in the hotel industry in Australia. This essay analysed how Darling Range Hotel could manage their customers for ultimate satisfaction by analysing their requirements and desires. Besides that, this business essay also discussed the impact of customer satisfaction through marketing mix model that covers few elements as customer satisfaction, market share and profits of hotel.
Marketing mix was also examined in this essay to find out true objectives of customer satisfaction. Darling Range Hotel’s internet services and its benefits were also analysed in this essay to find out final answers of customer’s fulfilment in Australia.
Problems or gaps in existing research: this research is based on new implementation of the internet service for increasing the level of customer satisfaction. Although, major problem is the adaptability power of the hotel staffs that could not be analysed in this essay.
There is research gap is located that is based on the training programs of the employees. Moreover, the hotel management should arrange a 360 degree training plan to successfully implement free internet facility.
Recommendations for action or policy: it is highly recommend that the management of Darling Range Hotel should arrange a trustworthy internet service provider who provide high speed internet without any technical faults. In this way, the hotel management needs to preserve the browsing history of their customers to avoid cybercrimes and hacking threats.
Evaluate perspectives: different perspectives of customer satisfaction are analysed in this business essay to increase the growth of Darling Range Hotel. In addition, four aspects of the marketing mix model to analyse the current marketing opportunities of the hotel industry.
Along with that, core competency and competitive advantages of Darling Range Hotel were also discussed in this essay to justify the impact of customer satisfaction (Orel and Kara, 2014).
Further research: there is a scope of future research that based on the customer’s feedback regarding the free internet service of Darling Range Hotel in Australia. Although, the hotel management needs to conduct a field survey to collect the feedbacks from their customers regarding the free internet services and accommodations.
Conclusively, with the help of customer’s feedback, the management of Darling Range Hotel can measure technical faults and mistakes that might reduce the brand value of the hotel.
References
Bastic, M. (2013). Environmentally Friendly Hotel Service as a Challenge for Innovations and Social Responsibility. Journal of Hotel & Business Management, 03(01).
Bergman, B. and Klefsjö, B., 2010. Quality from customer needs to customer satisfaction. Studentlitteratur AB.
Chakravarti, B. (2008). Hotel management. New Delhi: A.P.H. Pub. Corp.
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J., 2010 Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International journal of information management, 30(4), pp.289-300.
DiJulius, J. (2014). Secret service. New York: AMACOM.
Fitzsimmons, M. (2014). Service Management. London: McGraw-Hill Education – Europe.
Fornell, C., Rust, R.T. and Dekimpe, M.G., 2010. The effect of customer satisfaction on consumer spending growth. Journal of Marketing Research, 47(1), pp.28-35.
Frye, J. (2017). Organizational Pressures Driving the Growth of Contingent Faculty. New Directions for Institutional Research, 2017(176), pp.27-39.
Gelder, D. and Woodcock, P. (2012). Marketing and promotional strategy. Cheltenham: Nelson Thornes.
Gu, B. and Ye, Q., 2014. First step in social media: Measuring the influence of online management responses on customer satisfaction. Production and Operations Management, 23(4), pp.570-582.
Hassanien, A. (2015). Hospitality business development. [Place of publication not identified]: Routledge.
Hill, N. and Alexander, J., 2017. The handbook of customer satisfaction and loyalty measurement. Routledge.
Jansson-Boyd, C. (2010). Consumer psychology. Maidenhead: Open University Press.
Khan, M.M. and Fasih, M., 2014. Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector. Pakistan Journal of Commerce & Social Sciences, 8(2).
Li, H., Ye, Q. and Law, R., 2013. Determinants of customer satisfaction in the hotel industry: An application of online review analysis. Asia Pacific Journal of Tourism Research, 18(7), pp.784-802.
Margulies, E.K., Borodow, E.B., Ezerzer, R., Aljane, A. and Seebauer, W.S., Oracle International Corp, 2014. Dynamic customer satisfaction routing. U.S. Patent 8,885,812.
Miller, k. (2013). Coral Reef Conservation Program goals & objectives, 2010-2015. Silver Spring, MD: U.S. Dept. of Commerce, National Oceanic and Atmospheric Administration, NOAA Coral Reef Conservation Program.
- Pappas, I., G. Pateli, A., N. Giannakos, M. and Chrissikopoulos, V., 2014. Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. International Journal of Retail & Distribution Management, 42(3), pp.187-204.
Orel, F.D. and Kara, A., 2014. Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), pp.118-129.
_______________________________________________________
Know more about UniqueSubmission’s other writing services:
