Case Study Report TABLE OF CONTENTS

   

Added on  2020-12-26

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Case Study Report
Case Study Report TABLE OF CONTENTS_1
TABLE OF CONTENTSINTRODUCTION................................................................................................................................1LITERATURE REVIEW.....................................................................................................................1CASE STUDY EVALUATION...........................................................................................................4DISCUSSION.......................................................................................................................................6NEW SOCIAL MEDIA STRATEGY..................................................................................................8CONCLUSION..................................................................................................................................11REFERENCES...................................................................................................................................12
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INTRODUCTIONIn the digitalization era, people are using social media and internet frequently. Thesetechnologies have influenced the behaviour of consumers significantly. Hotels and otherbusinesses are now understanding importance of social media and mobile technologies. Smalland medium sized firms are taking support of social networking sites in order to create a strongbrand image and expanding operations worldwide (Wang, Pauleen and Zhang, 2016). Thesetools are helpful in developing a healthy relationship with service users and offering themproducts and services as per their requirements. Present study is based on Qbic hotel which is asmall sized hotel. The main agenda of firm is to provide satisfactory services to its guests so thatthey will become loyal towards the brand. Entity is continuously making efforts in order toimprove the customer services. Company has presence on Facebook and Twitter which help thecorporation in improving its customer service. Current report will discuss the impact of socialmedia and mobile technologies on business performance. Furthermore, it will explain new socialmedia strategy that can be beneficial for the entity in order to enhance its revenues and expandbusiness across world. LITERATURE REVIEWImportance of social media and mobile technologiesAs per the views of Müller and et.al, (2018) social media has changed the scenario ofmarket. This has helped the people in making connection with mass audience. Social media isthe electronic communication tool which helps the users in sharing their views, text andinformation online. Now, it has become the inexpensive and effective marketing tool thatsupports business units in making consumers aware with products and services of the firm andinfluencing their behaviour as well. Biog organizations have enough financial resources and thus,they spend a huge amount in marketing in order to generate more revenues. But when it comes tosmall and medium sized businesses, then these small firms have to face monitory issues. In suchcondition, they cut their marketing budget. But development of technologies and social mediamarketing tactics have supported these enterprises in market their goods and services in efficientmanner. This has helped the entities in dealing with international users and expanding theiroperations across world. 1
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According to Kumar, (2015) in the recent scenario, people like to book their hotel beforegoing to any place. Use of mobile application allows them to do the same. This assists ingathering in-depth details about the place and finding price as well. They can compare oneproduct with the competitor brand as well. Mobile technologies have become the essential toolthrough which companies can provide immediate services to the consumers and can resolve theirquarries soon. Statistical records show that 4.8 billion population are the unique mobilesubscribers. This is approx. 65% of the entire population. Consumers interest has been shifttowards the mobile applications, they find it suitable platform for trading and booking. Thisplatform has strengthened the consumer engagement and now, a large number of customers aretaking support of mobile application for commerce. Ainin and et.al., (2015) stated that it has become essential for the small and medium sizedhotels to have a strong presence on social networking sites and implement mobile technologies.These channels are effective for making effective communication with the customers andspreading brand image across the world. People can access the Facebook page of these firms andcan gather details regarding reviews of others. This influences their mind and they can becomepositive towards the brand. People can raise their quarries on these sites or on mobileapplication. Companies give immediate response on these platforms which assist in improvingcustomer services of the business. By this way, person becomes loyal towards the brand and theybecome frequent buyers of the company. Hospitality industry is the service sector where it isessential for the firms to provide satisfactory services to its buyers in order to retain them atworkplace for longer duration. If hotels fail to do the same then it can influence the mind ofclients and they can move towards other brand. Customers are the key stakeholders of thebusiness; they can affect performance of corporation. If people are not getting adequate servicesthen they start using services of competitor brand which impact on sales of the enterprise. As per the views of Laudon and Laudon, (2016) there are number of hotels which aretaking support of social networking sites. These sites are allowing the clients in posing theirquestions and asking for specific information regarding room reservation, cancellation, etc.When people get immediate response of their quarries then it makes them positive towards thebrand and makes them frequent guest of hotel (Qbic Hotels Amsterdam Knows How to ImproveCustomer Services with Social Media, 2012). These advanced technologies are considered ashighly accessible platforms that aid in managing brand reputation in the market. These are the2
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