marketing research

marketing research Essay example
Masters
Essay
Marketing
Pages 10 (2510 words)
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Topic: What are the impacts of service recovery on customer satisfaction and loyalty in the hotel industry? Executive Summary The purpose of this report is to analyze relationship between effectiveness of service recovery (as determined by the time needed to restore the service and the quality of the restored service) and customer satisfaction and retention…

Introduction

Table of Contents 1. Introduction --------------------------------------------------------4 1.1 Research Questions--------------------------------------------4 1.2 Research Aim---------------------------------------------------4 1.3 Research Objectives -------------------------------------------4 1.4 Research Hypothesis------------------------------------------5 2. Literature Review--------------------------------------------------------6 2.1 Service Recovery -----------------------------------------------6 2.2 Customer satisfaction-------------------------------------------7 2.3 Customer loyalty------------------------------------------------7 2.4 Service Recovery, Customer Satisfaction and Customer Retention 3. Research Methodology ----------------------------------------------------9 3.1 Research Approach ----------------------------------------------9 3.2 Research Methods------------------------------------------------9 3.3 Research Design---------------------------------------------------9 3.4 Ethical considerations--------------------------------------------11 4. Findings and Analysis ---------------------------------------------------12 5. Conclusion and Recommendations------------------------------------17 6. ...
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