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Essay / Research Paper Abstract
This 3 page paper looks at how or why go services management is important in attaining customer satisfaction. The paper starts by discussing what is meant by Guest service management, looks at why it is important and compares customer satisfaction with intangible and tangible goods. The paper then considers the way in which satisfaction can be measured. The bibliography cites 5 sources.
Page Count:
3 pages (~225 words per page)
File: TS14_TEguestser.rtf
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Unformatted sample text from the term paper:
and the way in which those services provided are managed. In most service industries the customer is buying an experience, not
just the service. For example, in a hotel setting the customer is not only purchasing use of bed the night, they are purchasing experience (Kotler, 2003). For example the desired
experience is likely to include good nights sleep, courtesy and politeness with the consumer tending to make the purchase based on the way that they believe they will feel as
a result of the experience (Kotler, 2003). This may be considered in terms of both experience as well is a cost benefit analysis to determine the value that experience (Nellis
and Parker, 2000). Where there is efficient and thoughtful service management there is likely to be gathering of information concerning the needs of
the customer and expectations which are used to determine what services are provided on the way in which they are provided. Where a customer needs and desires are met the
customer is likely to be satisfied, where there is expectations are exceeded then satisfaction may turn into loyalty which will benefit the company (Hooley et al, 2003). Loyalty is often
perceived as a level of customer satisfaction, in a competitive industry it is likely to be true. However, it may also be remembered that loyalty to be gained for a
number of reasons, such as business ethos, it does not automatically mean there are high satisfaction levels in all areas of service. Loyalty may also be gained due to service
being better than the competition, in this case they still with improvement in loyalty may be lost if a better competitor emerges. Therefore, loyalty may be seen as an indicator
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