CHAPTER 2- LITERATURE REVEIW
2.1 Introduction
With the entire research project, this chapter will plays significant role as it mainly ensure critical evaluation of the topic from the perspective of different authors. Along with this, chapter will also focus on three key areas that are studying the concept of customer services within the hospitality organisation. After that training methods that are used by the organisation to train their staff so that they may deliver the quality services. The last key area within the research project will focus on assessing impact of training and development on the service delivery within the hospitality organisation.
2.2 The concept of customer service within hospitality industry
The concept of customer services plays a significant role within the hospitality industry as it supports in delivering quality services to their customers. From the view point 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 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 with 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) has also conferred that it is the knowledge among staff and employees which impact the level of delivering customer services. In the 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 customers services.
Moreover, Beier, Teachout and Cox (2012) have also stated that with enabling customer service within the hospitality industry it directly outcome in meeting the expectation and requirement of customers. The satisfied customers within the hospitality industry mainly emphasize on gaining memorable experience 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 organisation is more likely to build long term relationship with them. For this aspect, training and development is important for the org
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