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Research Project on Hospitality Industry Chapter-2

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  • Level: Post Graduate/University
  • Pages: 9 / Words 2316
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CHAPTER 2- LITERATURE REVIEW

2.1 Introduction

With the entire research project, this chapter will play a significant role as it mainly ensures critical evaluation of the topic from the perspective of different authors. Along with this, the chapter will also focus on three key areas that are studying the concept of customer services within the hospitality organisation. After that training methods are used by the organisation to train their staff so that they may deliver quality services. The last key area within the research project will focus on assessing the impact of training and development on service delivery within the hospitality organisation.

2.2 The concept of customer service within the hospitality industry

The concept of customer services plays a significant role within the hospitality industry as it supports delivering quality services to their customers. From the viewpoint of Brown and Sitzmann (2011) businesses are required to keep their customers satisfied so that they may engage in selecting their services in the future also. Within the hospitality industry, customers are more likely to pay attention towards the services which are rendered by the staff and employees whether it is service related to accommodation or food etc. Therefore the purpose of staff within the hospitality organisation is to keep their customers happy and satisfied. Furthermore, Bertolino, Truxillo and Fraccaroli (2011) have also conferred that it is the knowledge among staff and employees which impacts the level of customer service. In this situation, if staff possesses ineffective knowledge regarding the services then it may deliver improper services to customers. Therefore, in this situation, management must focus on providing training sessions to staff so that they can enhance their skills which will result in delivering effective customer service.

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Moreover, Beier, Teachout and Cox (2012) have also stated that enabling customer service within the hospitality industry directly outcome in meeting the expectations and requirements of customers. Satisfied customers within the hospitality industry mainly emphasize on gaining memorable experiences and services from the staff. For this purpose, effective training must be imparted to employees and staff within the hospitality organisation so that they can effectively deliver quality services. In addition to this, the concept of customer services also makes the customers satisfied as they believe that the organisation is more likely to build long-term relationships with them. For this aspect, training and development is important for the org

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