Role of service management in gaining customer loyalty towards the brand. A study on Hilton hotels

RESEARCH
(To analyse the role of service management in gaining customer loyalty towards the brand” A
study on Hilton hotels)
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Title: Role of service management in gaining customer loyalty towards the brand. A study on
Hilton hotels.....................................................................................................................................3
Chapter 1- Introduction....................................................................................................................3
Chapter 2-Literature Review............................................................................................................5
References......................................................................................................................................14
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Title: Role of service management in gaining customer loyalty towards the
brand. A study on Hilton hotels.
Chapter 1- Introduction
Research background
Present research is conducted on the role of service management in order to gain consumer
loyalty towards brand. In hospitality industry services is playing crucial role as it will help in
providing satisfaction to consumers (Popp and Woratschek, 2017). It also offers organization
advantage through which they can retain loyal consumers for longer period of time. Present
research include discussion on the concept of service management in context to hospitality
industry along with this different strategies that has been used by Hilton Hotel to provide quality
services to attend consumer loyalty is also being discussed in this research. Along with this
issues that has been faced by Hilton Hotel during the process of managing services as well as
gaining consumer loyalty is also being discussed with the help of with the literature review
analysis. This research will provide benefit to the selected company through which they can
implement significant strategies while identifying the impact of the issues in effective manner.
With the help of this organization can significantly assure long term growth and profitability. In
the industry present research conducted on Hilton hotels which is one of the leading hotels
operating its roles and responsibilities in the hospitality industry. With the help of this
organization can assure higher growth and can gain competitive edge in a well defined and
effective manner.
Research aim & objectives
Research aim
“To analyse the role of service management in gaining customer loyalty towards the
brand” A study on Hilton hotels.
Research objectives
 To analyse the concept of service management in context to hospitality sector.
 To examine the various strategies used by Hilton hotels in providing quality service and
to attain customer loyalty.
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 To determine the issues faced by Hilton hotels in the process of managing services and
gain customer loyalty.
Research questions
 What is the concept of service management in context to hospitality sector?
 What are the various strategies used by Hilton hotels in providing quality service and to
attain customer loyalty?
 What are the issues faced by Hilton hotels in the process of managing services and gain
customer loyalty?
Rationale
Present research is rational as it is conducted on the rule of service management in order to
gain consumer loyalty towards the brand. The researches conducted on Hilton hotels which is
one of the leading organisations in hospitality industry. This research will provide advantage to
other hotels and companies in the same sector to understand the role as well as concept of service
management which will help them to implement feasible strategies through which they can gain
consumer loyalty and can enhance their overall profitability as well as productivity on the same
hand. In addition to this the present research is also rational as it will help in enhancing the
current level of knowledge and understanding of the researcher on the topic of the role of service
management in context to hospitality industry. The research will expand the understanding level
of researcher through which they can conduct future research in more efficient manner. This
research will provide both professional and personal benefits to academic learners as well as
researcher along with organisations in hospitality industry.
Significance of research
The selection of research topic is significant as it identifies the role of service management
to understand the various strategies through which organization can gain consumer loyalty. In
today’s business world service management is a crucial concept especially for organizations
operating in hospitality industry as with help of this organisations can enhance consumer loyalty
the satisfaction level as well as can remain competitive in the environment. With the help of
implementing service management strategies organization can enhance its profitability and
productivity in effective manner. Present research include discussion on Hilton Hotel which
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