Nowadays, the number of hospitality companies have gone international is increasing due to internal and external demands for international expansion. For example, as the hospitality company has go to international hospitality industry, it can protect their company from the risk and uncertainly domestic business cycle (Clarke, A., & Chen, W., 2007). When the company facing domestic economic turndown, the company still can keep their profitability through their global operation. Customer is playing
because Odysseus is the worthier epic hero and the film loses the major theme of hospitality that is displayed throughout the poem. “The Odyssey” is a poem composed by the legendary author Homer, one of the central works of Greek Literature. The poem follows
customers approval of firms quality of services can outcome into better business image of the hotel industries thus, leading to growth in its sales and profits. According to Patterson et al (1997), he state that in determining customer loyalty the management is required to develop a framework of assessing the value of customer satisfaction. The framework enables managers to find out which customer variables have the greatest impact and how much should be spent to improve
Securing client loyalty is one of the topmost keys ensuring benefit and profit to the firm. It is crucial for hospitality firm to safeguard its existing customers first. But, challenge with this is the enormous chain of clients which is not easy to be maintained and secured. Technology has the answer to this challenge
Moreover, basic business knowledge is another important element of successful hotel and restaurant operations (Just Colleges, 2015). Communication skill: It is important to communicate effectively with colleagues, staff and guests in hospitality industry including verbal, nonverbal and language skills. Excellent communication skills can enhance guest experience as staff are listening to the guests, valuing their feedback and conveying clear messages. With good communication skill, staff
their competitors, how the uniforms blending with the local features act as an indispensable element to determine its industry position and the professional images marked on the guests’ mind. Its value is intangible yet measurable by studying guests’ loyalty and satisfaction levels of their moments of truth towards the designated brands (Mey, Akbar, & Fie, 2006). Therefore, local or regional features embedded in the uniform design and tailoring do impress guests in the way of what airline “brands” they
Human behavior is a complex issue that is linked by many variables such as ambition, work experience, personal experiences, social environment, the number and the intensity of individual needs. Furthermore, it can an also be viewed as the overall reaction of people to hypokinetic forces. The individual behaves in one way or another, because it meets the motivational forces that act in some specific way. Motivation shall be defined by Robbins, (1993) (as cited in Ramlall, 2004) as: “the willingness
Jay Kandampully and Dwi Suhartanto (2000)21 conducted a research study on the dealer loyalty in the hotel industry. The objective is to identify factors of image and dealer satisfaction, which are positively related to dealer loyalty in the hotel industry. The research helps extend the understanding the relationship between dealer loyalty, dealer satisfaction, and image. The study identifies that competition has three major implications for the dealer, which provides: increased choice; greater value
satisfaction and loyalty whereas research conducted by (savidas and baker-prewitt) found no relationship between satisfaction and loyalty. At the same time, some research has indicated that the customer may be satisfied but might not be the one who engages in frequent repurchase thus making the relationship between satisfaction and equity weak. Others have noted a weak correlation. However, the majority are of the opinion that satisfaction is a necessary but not sufficient condition leading to loyalty and repurchase
2.13.1 Loyalty Program Loyalty programs are designed to improve customer’s satisfaction and commitment Broekhuizen & Peelen, (1997). The effectiveness and the relevancy of loyalty program are measured through the achievement of certain levels of customer’s satisfaction threshold (Keh & Lee, 2006). Loyalty programs give away benefits or the perceived value to the members as a token of appreciation for their loyalty to the organization. In addition, Bolton, Kannan