Impact of COVID-19 on Customer Behavior in Hospitality Industry

Research Project Proposed

Contents
INTRODUCTION...........................................................................................................................1
TIMELINE.......................................................................................................................................2
LITERATURE REVIEW................................................................................................................3
RESEARCH METHODOLOGY.....................................................................................................4
REFERENCES................................................................................................................................7

Title: Impact of COVID-19 over the customer’s behaviour towards the hospitality industry.
INTRODUCTION
Background of research
As per current scenario, COVID-19 is major issue that entire world is facing as it also
impacts on business organization, industry and living style of people. In hospitality industry, this
pandemic situation is negatively affect as its sales is almost on decline stage due to lockdown in
the entire countries (Donthu and Gustafsson, 2020). Mainly, it is a major health crisis that every
people is facing in their day to day activities. This is the reason that they are no more interested
to going outside. Due to this, hotels are reducing their customers base that automatically decrease
its sales and growth level at market place.
Current investigation is based on Marriott international is famous American multinational
diversified hospitality company that managed a broad portfolio of hotels related with lodging
facilities to its customers. This hotel provides various services to guest in order to improve their
satisfaction level towards its offerings. With the help of this, company can easily increase their
customers base and at the same time also enhance their competitive edge from its competitors. In
the pandemic situation, Marriott get affected as sales is declined and also lose their customers
base. This will put negative impact over the company performance at market place.
Research aim:
To investigate the impact of COVID-19 pandemic situation over the customer’s
behaviour towards the hospitality industry. A study on Marriott hotel.
Research objectives
 To explore the influence of COVID-19 on hospitality sector.
 To determine the challenges faced by Marriott hotel in providing services to its customers
in COVID-19 pandemic situation.
 To explore the effective initiative taken by Marriott hotel to improve customers
experience towards its services.
Research questions
 What is the influence of COVID-19 on hospitality sector?
 What are the major challenges faced by Marriott hotel in providing services to its
customers in COVID-19 pandemic situation?
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