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Research Project On Hospitality

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Introduction To Research

Research can be considered as a systematic investigation that assists in drawing of new facts and figures so as to conclude with results. It entails for carrying out a thorough analysis as well as evaluation of studies done by authors so as to add to deeper knowledge of the researcher (Wilson, 2010). The given study has been conducted on hospitality industry. The given research proposal is based on studying the impact of consumer service on loyalty shown by the consumers in Hilton hotel.

The proposal starts with the description of the aims, objectives, research questions as well as the hypothesis. This is followed by discussing the Importance of the study followed by having an idea about the tools and techniques to be utilized for carrying out an in-depth research. The study will conclude by results and discussions where emphasis will be given on the overall findings that have been derived from the literature review section.

Overview Of The Study And Research Questions

The given research study is being carried out on the topic being what is the impact of consumer service on overall loyalty shown by consumers in Hilton hotel. In this regard, the formulated aims, objectives and research questions are as follows;

Importance Of The Study

There is a presence of varied factors that have contributed to the selection of the present research study. I have been quite interested in the area of hospitality industry which is all about dealing with the consumers in the best possible manner. It is the consumer service that defines the overall future of the hotel industry. If the consumer service is not good then it puts a question mark on the loyalty shown by the consumers followed by affecting the competitive advantage (Keiningham and et.al., 2005). The issue is particularly significant for Hilton hotel as it is putting an impact on the overall work standards. Hence, customer service is a must for a hospitality firm. It basically acts as a link between the management as well the consumers. Hence, it is required to be provided to clients in the best possible manner (Sekaran and Bougie, 2010). If not, it is likely to make them dissatisfied thereby putting an impact on the overall satisfaction level. If this happens, consumers are bound to move towards other firms which are giving them quality offerings hence putting a mark on the overall loyalty quotient (Chelminski and Coulter, 2011).

Customer service for hospitality industry

Customer service in the hospitality industry refers to the process of making services available to the customers as per their requirements and needs. In other words, it is a series of activities that can help in enhancing customer satisfaction by providing them the feeling that the organization has met his/her expectations (Keiningham and et.al., 2005). Caring for the needs and wants of the prospects and fulfilling them to the fullest is what will lead to their satisfaction. A good service to the consumers is all about bringing them back to the organization thus ensuring that they are satisfied and content with that (Brhn and Georgi, 2005).

Customer service in the hospitality industry is mostly provided by the staff or the personnel who are in direct contact with the customers and deal with them as well as work for the fulfilment of their requirements. They are aware of the basic requirements of the guests in the hospitality industry and thus work for the fulfilment of these. Thus, good customer service is all about managing the perceptions of the prospects and thus able to give them a positive experience at the place (Kang, 2006).

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Importance of good customer service at Hilton hotel

The hospitality industry in which Hilton hotel functions is that of high competition with large number of competitors who are in need of more and more number of customers Chelminski and Coulter, 2011). In order to earn profitability and generate revenue, it is the requirement of the hotel to retain its customers so that it can have a large customer base and have benefits of higher profits. Retention of prospects is also required by the hotel so as to sustain for long term in the market (Kenyon and Sen, 2012). Owing to this, there is the need to satisfy the customers to the fullest as this also has a number of benefits for Hilton Hotel discussed as follows –

Satisfaction of the customers – One of the most beneficial effects of customer service by Hilton hotel is that of satisfaction and contentment of the prospects. Until and unless personnel of the organization do not understand and fulfil the requirements and expectations of their guests visiting at the hotel, they will not be satisfied by the services provided. It is only when the staff members of the hotel works in interest of the prospects that make them satisfied and thus increases the chances for return.

Positive word of mouth – Making the customers satisfied with good customer service of Hilton hotel is not the only benefit of service provided to them. Another benefit of this is that it helps in spreading a positive word of mouth of the organization to others and in the society also (Kumar, Kee and Manshor, 2009). If the guests visiting the hotel do not find the services of the staff satisfactory then this would lead to a negative image of the organization while a good service will cause a positive image among others also (Brhn and Georgi, 2005). This will thus lead to more and more number of visitors to Hil

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