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Customer Service in Hilton Hotel | Research

Added on - 23 Jan 2020

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Research Project
Table of ContentsTASK 1 RESEARCH PROPOSAL.................................................................................................51a) Formulate a list of possible research project and selection of final choice......................51.1 Background.......................................................................................................................51.2 Factors that contribute to the process of research project selection.................................61.3 Critical review of key references......................................................................................61.4 Research project specification..........................................................................................7Hypothesis..............................................................................................................................81.5 Appropriate plan and procedure.......................................................................................82.1 Match resources efficiently..............................................................................................9TASK 2..........................................................................................................................................142.2 Undertaking proposed research investigation................................................................142.3 Record and collate relevant data.....................................................................................17Do you find that poor communication among management and staff affects individualsmorale?.................................................................................................................................183.2 Interpret and analyse the results.....................................................................................19Theme 5: Lack of eye contact is the main reason that affects the poor communication amongindividuals............................................................................................................................234.1 Use agreed format...........................................................................................................283.1 Use appropriate research evaluation techniques.............................................................283.3 Conclusion and recommendation...................................................................................28REFERENCES..............................................................................................................................30
Illustration IndexIllustration 1: Theme 1...................................................................................................................14Illustration 2: Theme 2...................................................................................................................15Illustration 3: Theme 3...................................................................................................................16Illustration 4: Theme 4...................................................................................................................174
TASK 1 RESEARCH PROPOSAL1a) Formulate a list of possible research project and selection of final choiceIt can be assessed that there are different options available for carrying out the researchstudy. Following are the different topics that are suggested such as-“The curtailment of workforce have negative impact on employee motivation”.“The core competencies needed by start-ups in the Smartphone market”.“Poor communication from management to staff has resulted in poor levels of customerservice at Company Z”.Thus, all such available options assesses that they could be selected in order to carry outthe research study. But scholar undertakes the crucial research topic i.e. to identify the impact ofpoor communication from management to staff which has resulted in poor levels of customerservice. Hence, selecting such research options helps scholar to identify the impact of poorcommunication from management to staff and thus it results into poor level of customer servicethat affects their satisfaction. Thus, selecting such research option is the best way as it assists inimproving the customer service and attain best results.TITLE- “To assess the impact of poor communication from management to staff has resulted inpoor levels of customer service- a case reference to Hilton Hotel in Hong Kong”.1.1 BackgroundCommunication can be stated as the crucial component that helps in delivering ofinformation from one level to another in order to carry out the best operations in the workplace.With the help of proper communication it influences staff to render the best quality services tocustomers and fulfil organizational requirements by obtaining specific targets. Further, it can beassessed that poor level of communication impacts the performance of firm in an negative way.Thus, it is essential for management of Hilton to deliver the best communication so that eachand every employee can identify the strategy that is communicated by top management tosubordinates so that better quality services can be delivered to customers and enhancesatisfaction (Assaf and Magnini, 2012). Further, it can be evaluated that HR department of firmis required to render proper training to their employees so that they can effectively communicatewith each other and raise the performance of hotel at high standards. While, if communicationamong employees is poor then it will result in bad performance and affects the customer service5
within hotel. In regard to establish a strong business relationship, it is essential for firm todevelop effective communication among individuals. The lack of communication frommanagement to staff will strain the productivity of enterprise and which result in inappropriatecustomer service (Hogg, 2008).In the present study, Hilton hotel within Hong Kong has been undertaken in relation toidentify the impact of poor communication from management to staff which results in ineffectivecustomer service. Hence, it also effects the productivity and profitability of firm so that loyalcustomers are not satisfied from the service provided by hotel. Thus, it results in dissatisfactionamong customers and thus impacts the profitability of firm.1.2 Factors that contribute to the process of research project selectionDifferent scholars have assessed that impact of poor communication from management tostaff results in poor levels of customer satisfaction. It can be evaluated that communicationprocess needs to be effective within every business and thus it helps in delivering crucialinformation to individuals from top management. Several researches conducted upon the topicreveals that poor communication results in delivering poor customer service that ultimatelyaffects the productivity of firm. Here, the main interest of researcher in the topic has helped inselecting the topic (Jeon and Choi, 2012). Additionally, limited researches has been carried outon the selected topic that helps in obtaining useful and reliable information for the study.Assessing the impact of poor communication from management to staff will assist in identifyingthe impact of the same on poor customer service. Further, the research also requires identifyingdifferent measures of customer satisfaction so that productivity and profitability of firm can beimproved.1.3 Critical review of key referencesAs per the view of Prud’homme and Raymond (2013), poor communication frommanagement to staff influences the customer service and thus results in low profitability of firm.Therefore, it is essential for management of firm to develop effective communication process sothat best information can be conveyed to every department in regard to fulfil the needs. Therehas been different researches conducted in the past in relation to the given topic so that it helps ineffectively analysing and evaluating results for the study. Various books, journals, articles havebeen evaluated in regard to assess the concept and causes of poor communication frommanagement to staff which results in poor levels of customer service. Firm needs to adopt6
different control measures and implement the same within firm so that effective communicationcan be developed among top management and subordinates in regard to deliver the serviceeffectively and satisfy the needs of individuals. Hence, it is effective for attaining reliable resultsfor the current study(Johnson and et. al., 2013).1.4 Research project specificationThe aim of the research is “To assess the impact of poor communication frommanagement to staff has resulted in poor levels of customer service- a case reference to HiltonHotel”. It aims in developing and influenced road map for carrying out the study so that definedobjectives can be attained (Hanks, 2014). Statistical tool like correlation analysis is used toidentify the relationship between poor communication and service quality that is given to thecustomers in the hotel. Further, research objectives assists in modifying the research aim in aneffective and efficient manner. Following are the research objectives of the study are-To assess the concept and importance of communication within the firm.To evaluate the effects of communication on employee encouragement in the business.To examine the level of poor communication which results in decreasing employeemorale within Hilton Hotel, Hong Kong.To analyse the different strategies used by business to improve communication amongemployees which results in customer satisfaction.Research questionsWhat are the effects of communication on employee encouragement in business?How does poor communication results in decreasing employee morale within HiltonHotel?What are the strategies implemented by business to improve communication amongemployees?The main research objective is that examining the level of poor communication whichresults in decreasing employee morale within hotel. Thus, such objective helps scholar toidentify the different poor communication methods that affects the employee morale withinbusiness. Hence, through carrying out such research objective helps in solving the researchproblem and attain results.7
HypothesisIt can be assessed that on the basis of research, scholar aims to frame different hypothesisupon which data analysis section is being carried out-Hypothesis 1:H10: There is no significance relationship between effects of communication on employeeencouragement in the business.H11: There is significance relationship between effects of communication on employeeencouragement in the business.Hypothesis 2:H20: There is no significance relationship between the level of poor communication whichresults in decreasing employee morale within Hilton Hotel.H21: There is significance relationship between the level of poor communication which resultsin decreasing employee morale within Hilton Hotel.1.5 Appropriate plan and procedureHere, the aim of the research is “To assess the impact of poor communication frommanagement to staff has resulted in poor levels of customer service- a case reference to HiltonHotel”. In order to conduct the study exploratory research will be adopted. Further,interpretivism philosophy will be adopted to identify the research aim and develop effectiveresearch design for the study. It assists in conducting the research effectively and efficiently.Research approach selected for present study is inductive and undertakes data collection methodto attain results (Khan, 2011). However, the present qualitative study will focus upon assessingthe research issue and achieving the results. Data collection will be done on the basis of primaryand secondary data collection method. For collecting primary data questionnaire will be preparedand thus it will be filled by the employees of Hilton hotel. While, the secondary research is donethrough different books, journals, internet etc. Data analysis for the study will be conductedthrough qualitative method. Thematic analysis will assist in conducting the research so that clearanalysis of the research topic can be attained (Herek, 2012).Activity/Week1234567891011128
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