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ICT AND CUSTOMER SERVICE - Dissertation Example

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Information and Communication Technology (ICT) and Customer Service: "The Impact of ICT on Hotel Customer Service and Employee Competency Within the Tourism Industry" Sept 2013 Acknowledgements Abstract This research paper presents how ICT has become a valuable tool for hotels and the tourism industry in providing better customer service to its customers through a number of interactions…
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Download file to see previous pages... Analysis is given on the survey and comparisons made between survey findings and literature review. ICT is now an integral part of much of our lives and even when we go on vacation or on business trips too. Search terms: Hotel Customer Satisfaction (Amazon); hotel management systems; research studies on hotel ICT; ICT effects on hotel service; ICT and hotel service; hospitality and tourism research papers on ICT Table of Contents Acknowledgements 2 Abstract 3 Table of Contents 4 Section 1: Introduction 6 1.1 Introduction to the Research 6 1.2 Purpose 7 1.3 Statement of Objective 7 1.4 Research Question 7 1.5 Justification 7 1.6 Strategy 8 1.7 Limitations 8 Section 2: Literature Review 9 2.1 Introduction 9 2.2 Using Technology (ICT, PMS and CRM) 10 2.3 Experiential Marketing and ICT 12 2.4 Social Media and Applications (Apps) 13 2.5 Marketing with ICT Tools 14 2.6 Employee Motivation 15 2.7 Employee Rewards 17 2.8 Ideal Management 18 2.9 Impact of ICT on the Workforce 19 2.10 Front Desk Employees 20 2.11 Housekeeping and Food Services 21 2.12 Total Quality Management (TQM) 22 Section 3: Methodology 23 3.1 Introduction 23 3.2 The Journals and Books Process 23 3.3 The Online Survey and Questionnaire 24 3.4 The Overall Research Strategy 25 Section 4: Results and Findings 26 4.1 Introduction 26 4.2 Descriptive Information 26 4.3 Overtime Hours 27 4.4 Hotel Positions 27 4.5 Education Levels and Income 28 4.6 Experiential versus Experience on the Job 28 4.7 Training on the Job and for the Job 29 4.8 Decision Making Capabilities and Management Supervision 30 4.9 Management Supervision and Approval 31 4.10 Marketing and Technology as Part of the Job 31 4.11 Summary 34 4.11.1 SPSS Analysis –Descriptive and Correlation Analysis 34 4.11.2 Linear Regression Analysis 37 Section 5: Discussion 41 Section 6: Conclusion 44 Appendix 46 Resources 53 Section 1: Introduction 1.1 Introduction to Research The hotel business is a major part of a person’s enjoyment experience, whether on a vacation or on business trips. Like anywhere else, there are problems to be solved on a daily basis, such as the traveller has to delay checking in by one day because of flight delays or even business delays. The ability for a customer to communicate directly with the hotel through electronic communications, such as an app on a smart phone, or through a laptop while at the airport, is essential to being able to solve a problem before it gets worse. As a consequence, the ability to take care of a customer through the electronic porthole (Buhalis & Law 2008; Buhalis 2008), means more satisfaction that things will be taken care of before the customer arrives and checks in. Additionally, customers can also order dinner when they land at the airport so that moments after checking in, if at night, dinner will be brought up to the room. The menu is accessible through the hotel’s website portal and registered customers can access inside with a key code, which is sent when the reservation is made. This allows the customer to custom-define his or her preferences on specific accommodations (ADA 2006), such as the need for a portable fan, drinks, certain types of water and ...Download file to see next pagesRead More
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