آشنایی با تجربه خدمات و تاثیر آن بر تصویر ذهنی از برند در بخش مهمانداری
|کد مقاله||سال انتشار||مقاله انگلیسی||ترجمه فارسی||تعداد کلمات|
|41304||2015||11 صفحه PDF||سفارش دهید||10100 کلمه|
Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : International Journal of Hospitality Management, Volume 45, February 2015, Pages 77–87
This paper provides an understanding of customers’ common expectations and other important factors that enhance service experience during guest stay in the three selected four star rated hotels in Jammu, Chandigarh and Delhi, India. A structured questionnaire was used to collect data from hotel managers and individual customers. Guest's attitudes, their expected and unexpected feedback in addition to analyzing the important information that helps in finding out particular areas critical to customer service quality are explored. Overall the results indicate that expectations of the guests and actual experiences are at disparity. Viable recommendations to the hotel owners in particular and the hospitality industry overall are made which are likely to improve customer's memorable experience.