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Value gap in hospitality industry: critical analysis of the difference between Customer Experience and Customer Satisfaction in - Essay Example

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Proposal Dear customer, I have done the editing according o the specifications of your supervisor. Basically, I have centred the entire research on customer satisfaction because as your supervisor said at first, the main focus was not clear. I have also done a lot of additions as I said…
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Value gap in hospitality industry: critical analysis of the difference between Customer Experience and Customer Satisfaction in
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Download file to see previous pages Introduction to the topic When it comes to satisfaction of a customer in the hospitality industry, there are a plethora of issues that have to be taken into consideration. One of the most recognised components of the hospitality industry is catering services. The provision of catering services has seen its development through the ages, and many additional factors have developed that impact on the functioning and progress of organizations that offer catering services. Most of these developments are channelled towards achieving environmentally-friendly catering service. Yet some feel that the label of the environmentally-friendly catering is just a ploy to counter the threat of new entrants and products, bargaining of buyers and suppliers, rivalry among competitors (Baum et al., 2008). These integrated concerns are critical to organizational planning by virtue of their dynamics. For one, the first thing that needs to be done with an organization is appropriate identification with respect to the environment. Only a sound knowledge of the strengths and weaknesses of an organization and its patterns can help identity what can be done with it. By looking at the instances from real-time issues, one can establish as to what are the real loopholes in the process, and what could possibly have been done in order to rectify them. As far as this research is concerned, one of these issues that will be looked at is the difference between customer experience and customer satisfaction. A correlation shall be established to find out what the expectations of customers of catering services are. These shall include what satisfies the and how they would want to be treated for the services they pay for. Background Literature The researcher shall be guided in the conduct of this research by five major themes. These themes are going to be the basis of literature review as well as the basis for data collection and analysis. These themes are all channelled towards helping the researcher realise the research statement, which has to do with the difference between customer experience and customer satisfaction. These themes are: Evolution in the hospitality industry, with particular reference to evolution in catering services in big cities such as London. The role of catering services in ensuring customer satisfaction and a realisation of these roles as social responsibilities. How to ensure a customer friendly catering environment Possible innovations in the catering service that can be used to enhance customer satisfaction The effect of customer satisfaction on sales and marketing in catering services To effectively analyse the themes, literature shall be revealed from authoritative sources such as books, magazines, journals and internet websites. In the little of preliminary literature reviewed, the following are some salient ideas gathered: Hospitality industry, of which catering services is no exception have experienced a great deal of changes over the years. These evolutions are however directed towards achieving enhanced service delivery and customer satisfaction as hospitality is all about satisfying customers. Understanding the domain of everyone individually is of vital importance. Knowledge of ethical issues to the cause of organizational practice has now become imperative. Though universal appreciation for industry growth and demands arising due to the same remain ...Download file to see next pagesRead More
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