Investigating Empowerment and Customer Satisfaction in the Hotel Industry: A Study on Ritz

Dissertation

TABLE OF CONTENTS
CHAPTER 1: INTRODUCTION....................................................................................................4
Background..................................................................................................................................4
Aim and objectives......................................................................................................................4
Rationale......................................................................................................................................5
Scope of the study........................................................................................................................5
Structure of a dissertation............................................................................................................6
CHAPTER 2: LITERATURE REVIEW.........................................................................................8
2.1 Introduction............................................................................................................................8
2.2 concept of empowerment and customer satisfaction within hotel industry...........................8
2.3 critically examine the factors that affect employee empowerment and customer satisfaction
in Ritz...........................................................................................................................................8
2.4 Relationship between employee empowerment and customer satisfaction...........................8
2.5 Conclusion.............................................................................................................................8
CHAPTER 3: RESEARCH METHODOLOGY.............................................................................9
3.1 Introduction............................................................................................................................9
3.2 Research type.........................................................................................................................9
3.3 Research Approach................................................................................................................9
3.4 Research Philosophy..............................................................................................................9
3.5 Data collection.......................................................................................................................9
3.6 Data Analysis.........................................................................................................................9
3.7 Ethical consideration.............................................................................................................9
3.8 Reliability and validity..........................................................................................................9
3.9 Conclusion.............................................................................................................................9
CHAPTER 4: FINDINGS ANALYSIS AND DISCUSSION......................................................10

CHAPTER 5: CONCLUSION AND RECOMMENDATIONS...................................................11
Conclusion.................................................................................................................................11
Recommendations......................................................................................................................11
Limitation of research................................................................................................................11
REFERENCES..............................................................................................................................12

Topic: To investigate empowerment and customer satisfaction in the context of hotel
industry: A study on Ritz
CHAPTER 1: INTRODUCTION
Background
Employees are considered as a backbone of an organization because in hotel industry
they are the only person who directly touch with customers during dealing the service. On the
other side, customers are satisfied when the employees offer effective services and become loyal
towards a brand. These loyal customers give company repeat business and form a major part of a
revenue as well. The continuous development of an employee empowerment is affected the
quality of service they offered to customers (Bose and Emirates, 2018). However, the aim of a
business is to earn profit by offering high quality service to their customers which in turn leads to
satisfy them. Thus, employee empowerment is a wide concept that is used to enhance the work
performance and sustain the brand image at international level as well. Similarly, the present
research also focused upon the employee empowerment and customer satisfaction and also with
the help of thematic analysis, the relationship between both will be identified.
The dissertation is based upon the hotel industry in which Ritz has been used which is
one of the top firm and offer luxurious services to their customers at affordable rates. The
company is also graded as a 5-star hotel and recognized as a most prestigious hotel due to its
high class service. Currently it has more than thousands employees and also operating in
different countries, that is why, it is necessary to enhance the employee empowerment so that it
leads to increase customer satisfaction.
Aim and objectives
Aim: The aim of the study is to examine employee empowerment and customer satisfaction in
Ritz.
Objectives:
 To understand the concept of empowerment and customer satisfaction within hotel
industry.
 To critically examine the factors that affect employee empowerment and customer
satisfaction in Ritz.