Customer Satisfaction and Quality Services in the Hotel Industry: A Strategic Approach

Cosmin Tileaga () and Oana Oprişan
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Oana Oprişan: Ovidius University of Constanta

A chapter in Innovative Business Development—A Global Perspective, 2018, pp 363-371 from Springer

Abstract: Abstract In the hotel and hospitality industry, managers need to see quality as their main competitive advantage and need the acknowledge the ways in which quality can be used to drive competitiveness. As one of the most important aspects of hotel management and customer relationship management, the quality of all touristic services influenced by the intensifying competition, determine suppliers to take into account more the needs and requirements of customers in order to have a successful strategy. In the digital world where consumers are well-informed, the choice to purchase best quality services is the ultimate choice given the opportunity to compare other services with other companies. Both managing decision makers and employees must find a way to provide customers with a balanced quality and price services or products, in line with expected standards. Service quality in the hospitality industry becomes one of the most important factors for gaining a sustainable competitive advantage and customers’ confidence in the highly competitive marketplace, and therefore service quality can give the hospitality industry a great chance to create competitive differentiation for organizations. It is thus considered as a significant core concept and a critical success factor in the hospitality industry. A successful hotel delivers excellent quality service to customers, and service quality is considered the life of hotel.

Keywords: Customer satisfaction; Hotel industry; Hospitality industry; Hospitality services; Customer management relationship (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-030-01878-8_31

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DOI: 10.1007/978-3-030-01878-8_31

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