The literature review section (above) gives a detailed summary of the information that was obtained in the course of the secondary research. From this research two primary objectives for the study could be identified. These are: To evaluate the discrepancy gap between the customers’ expectations and perception of their overall experience with the offered service To identify the factors that enhance customer satisfaction in the hotel industry In order to investigate these objectives both qualitative and quantitative research were used. It was not practical to examine the hotel industry as a whole, an as a consequence four London based hotels were used in order to examine these factors. 3.2 Research Philosophy Yin (2003) considers two different methods that can be used while conducting research, either qualitative or quantitative. These methods refer to the way the researcher treats and analyses the collected data as well as the data itself. The qualitative research approach is less formal and based on unsystematic and unstructured observations. There is little to no numerical component of the research, and consequently it consists mostly of observations and can be difficult to analyse. According to Corbin and Strauss (2007) qualitative verbal analysis is often used in order to gain proper understanding of the phenomenon. The use of this method is to value and study the entire situation. Quantitative research has a foundation of numerical data, which then are calculated and accessible in figures with statistics; therefore, the quantitative research is more standardized (Corbin & Strauss 2007). A positive side of the quantitative approach is that it is rather easy to generalize from the gathered resources. This study took an interpretive paradigm that stresses differences in individuals’ perceptions of social reality that vary across time and place. Interpretive approach thus requires the researcher to conduct a comprehensive investigation of the phenomenon before drawing any inferences (Klein & Myers 1999). However, since interpretive approach is predominately qualitative, elements of positivism, notably quantitative and statistical techniques were incorporated into the analysis to enhance the generalisability of results. A combined approach of both qualitative and quantitative methods enabled the researcher to understand why customer experience and customer satisfaction are different, and to identify the specific factors that make the two different. To accomplish this both interviews and the survey questionnaire were used in this study. 3.3 Population The primary mandate of the researcher was to choose a sample whose collected data could be generalised for the entire population of managers, employees and customers from the hotel industry in London. The management including CEOs, supervisors, department heads, managers, and team leaders were among the population targeted to be included in this study. This population was relevant for this study because it has the knowledge and experience of the perceived differences between customer experience and customer satisfaction. Therefore, their views and perceptions were ideal for this study particularly in answering the research questions. For this study, staff members from four hotels were used as the study population. The specific hotels were
CHAPTER 3: Methodology 3.1 Introduction This paper makes the use of both primary and secondary research. The aim of the secondary research was to provide a thorough understanding of the field, the current level of knowledge and what gaps there were. Of particular interest was the background information on the hotel industry and how it is affected by customer experience and customer satisfaction…
You will find the additions I did in RED font after the main work. Thank you and expecting to work for you in the nearest future – may be on the proposal itself Working Title Value gap in hospitality industry: critical analysis of the difference between Customer Experience and Customer Satisfaction in a Self-catered house and a Catered House in The London Hostels Association.
Due to the competition within the tourism industry, the need to innovate and differentiate is key to ensuring that the businesses within the industry remain relevant in terms of maintaining competitive advantage. These components will be the basis of this paper.
The purpose of this research is to outline the potential impact of information technology on hospitality industry. This paper will present an analysis of the IT tools and applications that are being used by the hospitality industry. This paper discusses the advantages gained by the hospitality industry from these information technologies.
The industry broadly includes categories encompassing lodging, restaurants, theme parks, transportation and cruise line facilities among others. Its importance can also be considered with respect to the fact that the industry has major contributions to the world economy (Akaegbu, 2013).
The assignment discusses in detail the consumer behaviour, starting the research main objective, which is to understand the negative and positive service encounters in hotels and restaurants and its impact on customer's behaviour. The consumption process as the basis of the report, which traces the evolution in the Western world, and then discuss the decision making process, followed by the literature review of the hospitality industry and research methodology to explore the issue with a solid conclusion.The objective of this research is to understand the consumer behaviour by studying consumer decision-making process and its application in hotel and restaurants, with reference to positive an
Clegg, Chief Executive of the British Olympic Association (London2012), an Olympic village has been designed where the ‘aspirations are to create an Olympic Village which will reflect the efficiency of Sydney, the quality of the living accommodation in Athens and the carnival
s at diverse places and times comprising product or service, selling, operations, bottom-line operations as well as marketing orientation (Shoemaker & Shaw 16).
The product/service orientation concept considerably facilitates companies operating in the hospitality industry in
It can also be defined as the business of providing entertainment, restaurants and hotels, etc. for persons travelling.
Inbound tourism is the act of not - residents travelling in a different country that is not their
According to the report all industries, including the hospitality industry recognize all aspects of cross-cultural management i.e. multiculturalism. This facilitates the combination of efforts, skills, knowledge and experience by people from different cultures with business success being the core objective.
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