Assignment on Hospitality
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Added on 2020-05-04
Assignment on Hospitality
Added on 2020-05-04
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Running head: HOSPITALITY HospitalityName of the Student Name of the University Author’s Note
1HOSPITALITYAbstractWith the dynamic progress of business customers’ needs and demands are changing gradually.People belonging to different geographical backgrounds and attitudes tend to show their interestin purchasing a particular product or services after getting effective product review. Especially,the flourish of business process in hospitality industry is highly dependent on the online reviewthrough social media or different websites like TripAdvicers. This very specific study hasprovided in-depth overview about the impact of business expansion of Phnom Penh Phokeethraand InterContinental Phnom Penh on online reviews of Tripadvicers. After identifying theresearch issue, this specific research proposal has focused to make in-depth researchmethodology for collecting appropriate data and information. The study provides data collectionplanning as well for accomplishing the entire research work successfully.
2HOSPITALITYTable of Contents1. Introduction and purpose:............................................................................................................32. Literature review:.........................................................................................................................43. Research methodology:...............................................................................................................64. Data collection planning:...........................................................................................................105. Conclusion:................................................................................................................................11Reference List:...............................................................................................................................13Appendix:......................................................................................................................................16
3HOSPITALITY1. Introduction and purpose:This very specific study focuses to make in-depth overview on the impact ofTripAdvisors in providing an effective review to the tourists regarding hotels. Consumers’behavior is highly dependent on the reviews that the customers collect from various social mediaand online websites. Therefore, every organization belonging to the hospitality sector is highlyhas to make an effective rapport with the trip adviser. However, the purpose of this very specificstudy is to evaluate the significance of an effective online review for drawing the attention ofcustomers of multinational countries. Sofitel Phnom Penh Phokeethra is one of the mostprestigious luxury hotels occupying a predominant place in hospitality industry (sofitel.com2017). This very specific study has focused to make an in-depth evaluation on the impact ofpublic review on TripAdvisors. InterContinental Phnom Penhis primarily famous for itstraditional interior design.This particular five star hotel draws customers’ attention for its inter-continental flavor (intercontinental.com 2017)). In this very specific study, the research wouldfocus to highlight the consumers’ behavior based on 25 reviews of each hotel fromTripAdvisors. Objectives:To identify the role of TripAdvisors in influencing the buying behavior of tourists To understand the impact of online hotel review on consumers’ behaviorImportance of online hotel review for making brand image and reputation Research questions:What are the roles of TripAdvisors in influencing the buying behavior of tourists
4HOSPITALITYWhat is the impact of online hotel review on consumers’ behaviorWhat is the importance of online hotel review for making brand image and reputation 2. Literature review:In order to expand the entire process of business the importance of customers’appreciation is highly important. People belonging to different geographical boundaries andattitudes would like to show their interest in using hospitality services only when they wouldreceive a good review from different online websites. This very specific study has provideddetailed analysis on how different online media platforms are highly effective in dragging theattention of customers. Role of TripAdvisors in influencing the customers:Verma, Stock and McCarthy (2012) stated that TripAdvisors is considered as one of themost reliable online resource that provides constant update about the hotels as well as differenttravel destinations to the travelers. With the gradual progress of civilization, the needs anddemands of the customers are changing gradually. Before visiting to a place directly, the touristsintend to get an in-depth overview about the pros and cons of that particular holiday destination.Therefore, TripAdvisors is one of the most reliable resources where the travelers can get an in-depth review about holiday destinations and its surrounding hotels and restaurants. Thisparticular online website has created an effective impression all over the world based on whichlarge number of people belonging to various multinational countries intends to use this website.Zervas, Proserpio and Byers (2014) opined that 87% of the 2000 hotel review readers fromTripAdvisors have showed their level of satisfaction due to accurate and authenticity of news. Inaddition, it has also been observed that customers after getting influenced from TripAdvisors
5HOSPITALITYintended to visit that hotel. After receiving services that particular customers have entirelyappreciated the product quality and services of process of that hotel. At the same time, theindividual has become a permanent customer of TripAdvisors. One of the most significant ethicsthat TripAdvisors intends to maintain is reliability of customers. Blal and Sturman (2014) opinedthat the service providers are very much flexible to publish the negative reviews that anindividual service user intends to give about a hotel. The primary role of the TripAdvisors is topromote the destinations in an ethical manner beyond going the tricks and propaganda. Impact of online review and its necessary advantages and disadvantages in influencing the customers At the initial stage of business the technological advancement was not very mucheffective based on which customers can get necessary benefits and facilities. After the emergenceof technology large number of business organizations aim to promote their products as well asservices with the help of online media. There is a difference between online promotion andonline review. Zeng and Gerritsen (2014) opined that business organizations of hospitalityindustry take effective promotional activities in order to launch their products and services in theinternational market. Therefore, online promotion is the initiative taken on behalf of the businessexperts. People belonging to different geographical backgrounds and attitudes can be aware ofthe service process after watching this specific promotional campaign. As these particularpromotional activities are completely made by the business experts, they intend to use hyperbolicepithets that may not match with the business services. However, review is not created on behalfof organization. Riasi and Pourmiri (2015) stated that after receiving the services concernedcustomer intends to give a review about the organizational products as well as services. Thereview may be positive or negative. Based on the review published on online websites the
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