Report- Impact Of Customer Service|Hilton Hotel Case Study

Added on -2020-02-05

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Research Project
TABLE OF CONTENTSTASK 1............................................................................................................................................1Introduction..................................................................................................................................1Background..................................................................................................................................1Factors contributing to process of research project selection......................................................1Research aim and objectives........................................................................................................2Research questions.......................................................................................................................2Literature review..........................................................................................................................2Research methodology.................................................................................................................4Timeframe/Gantt chart.................................................................................................................5Conclusion...................................................................................................................................6TASK 2............................................................................................................................................6Questionnaire...............................................................................................................................6Recording and collating data.......................................................................................................7TASK 3............................................................................................................................................9Data analysis................................................................................................................................9Thematic analysis........................................................................................................................9Recommendations and areas for further consideration.............................................................13REFERENCES..............................................................................................................................15
Title – To analyse the impact of customer service on organisational performance – a case studyon Hilton Hotel, UKTASK 1IntroductionCustomer service is that provision which is offered by the firms to consumers before,during and after their purchase. In today’s era, it has become necessary for the firms of allsectors to provide high quality customer services to run in a smooth manner. Without servingcustomers with high quality, maintaining the organisational performance is not at all possible. Asthe competition have become so intense with presence of numerous firms in every industry,keeping customers satisfied and retaining them is significant so as to stay in the market for longspan of time (Cosmas, 2016). The present research report is based on analysing the impact ofcustomer service on organisational performance – case study on Hilton Hotel, UK.BackgroundMain purpose behind conducting this study is that presently in hotel industry of UK, levelof competition has increased in such a way that every firm is trying to snatch the market ofanother. This is the reason; if Hilton Hotel will not keep its customers satisfied, it will have toface issues like decreased customer base, loss in profits and goodwill as well as reduced marketshare. Thus, to face this competition, Hilton Hotel is required to offer quality customer service sothat customers can be retained in the long run and firm will enjoy its benefits (Sekhon and et.al.,2013). Present report will help the researcher in finding out solution for the issue that HiltonHotel is facing.Factors contributing to process of research project selectionFew important factors are there that have played a significant role in the process ofresearch project selection. The most important among all is presence of intense competition inthe UK hotel industry which is giving threat to the Hilton Hotel in terms of reducing its goodwill,market share and customer base. Another factor is that market trends are changing day by daydue to which to satisfy customer’s expectations, providing quality services is important (Tsengand Pin-Hong, 2014). Study will help in making hotel able to face competition, increase itsprofits and revenues and retaining customers in the long run. Profits of firm will help in keeping1
satisfied the employees also as they can get attractive salaries through enhanced revenues ofHilton Hotel. Research aim and objectivesAim - To analyse the impact of customer service on organisational performance – a case study onHilton Hotel, UKObjectivesTo assess the importance of customer service in Hilton Hotel, UK.To identify the factors that can improve customer service in Hilton Hotel, UK.To evaluate the relationship in between customer service and organisational performancein Hilton Hotel, UK. To recommend the ways other than customer service to improve organisationalperformance of Hilton Hotel, UK.Research questions1.What is the importance of customer service in Hilton Hotel, UK?2.What are the factors that can improve customer service in Hilton Hotel, UK?3.How customer service and organisational performance of Hilton Hotel, UK areinterlinked?4.What are the other ways other than customer service to improve organisationalperformance of Hilton Hotel, UK?Literature reviewAccording to Chiang and Hsieh, (2012) customer service is the series of activities that afirm designs with an aim of increasing satisfaction level of people to whom it is serving. Theseservices are given for meeting the needs, desires and expectations of customers. It plays animportant role in making a firm successful in the market. The hotel industry belongs to servicesector where the way of dealing with customers is of more importance that what is being offeredto them. This is the reason; to provide high quality services is important to make the customerssatisfied and keep them stay with the firm for longer duration. However, it can be criticallyanalysed in the words of Gorla, Somers and Wong, (2010) good quality of services refers togetting better value for spent money, availability at affordable cost and fulfilment of ultimatewants of customers. To run the whole business process in a smooth manner, good customer2

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