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Tourism Management Project Essay

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Added on  2020-06-03

Tourism Management Project Essay

   Added on 2020-06-03

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Tourism Management Project BM 107-40Research ProposalTo evaluate the quality of customer service andsatisfaction for gaining competitive advantage A case study based on luxurious airlinesVirgin Airlines and British Airways
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TABLE OF CONTENTSINTRODUCTION...........................................................................................................................3..........................................................................................................................................................3RESEARCH AIM, OBJECTIVES AND QUESTIONS.................................................................4Research Aim .............................................................................................................................4Research Objectives....................................................................................................................4Research questions......................................................................................................................4FACTORS CONTRIBUTING TO RESEARCH PROJECT SELECTION....................................5PRELIMINARY LITERATURE REVIEW....................................................................................6RESEARCH METHODOLOGY.....................................................................................................9Overview.....................................................................................................................................9Research philosophy...................................................................................................................9Research approach......................................................................................................................9Research design...........................................................................................................................9Data collection method.............................................................................................................10Sampling...................................................................................................................................10Data analysis.............................................................................................................................10Ethical considerations...............................................................................................................11REFERENCES..............................................................................................................................14
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INTRODUCTIONCustomer satisfaction is a priority for each and every business organisation. They need to ensurethat they are able to cater the needs of people in a way that keeps their cost under control whiledelivering higher quality of products. In the airline industry, it is vital to serve people in a proper manneras this enables companies in ensuring that clients are repeating their service usage (Öztüren and et. al.,2017). This is the reason why they are required to train their staff with the best techniques to enhancetheir skills set. There are various methods like on the job and off the job which are used to demonstratepeople as how they can do things in an efficient manner. This research proposal is based on twoluxurious airlines that are operating in the United Kingdom. These days there are very few companieswhich are offering high cost airlines services to consumers (1st class services). It will focus on the wayswhich are used by companies to enhance their customer service delivery quality and satisfaction. Thisresearch will state about the method which these airlines can use to boost their service quality and attainhigher level of competitive advantage in the market. This study will state about research aim andobjectives, literature review on set objectives and research methodologies used in completing theinvestigation. 3
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RESEARCH AIM, OBJECTIVES AND QUESTIONSResearch Aim This report aims “To Evaluate the quality of customer service and satisfaction for gainingcompetitive advantage. A case study based on Luxurious airlines, Virgin and British Airways”. Research Objectives To be specific, some of the research objectives of present study are given as below:To determine the importance of qualitative customer delivery and satisfactionTo measure ways which will aid company in attaining competitive advantage To evaluate the impact of customer satisfaction on British Airways and Virgin Airlines to gaincompetitive advantage in marketRecommending ways that can be used by both companies for improving their competitive edge inthe market Research questionsHow the importance of quality of customer service delivery and satisfaction can be measured?What measures can be used by companies to gain competitive advantage over market forces?How quality of customer service delivery and satisfaction can affect the competitive advantage ofBritish Airways and Virgin Airlines?What can be the other ways that can be used by companies to gain competitive advantage in themarket?4
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