Investigating Customer Experience and Language in Hospitality

This report investigates the crucial relationship between customer experience and the use of language within the hospitality industry, specifically examining InterContinental Hotels Group. The research explores the impact of language on customer satisfaction, analyzing various communication methods such as verbal, face-to-face, oral, and written communication. The study includes a survey to understand the knowledge of language in customer services and the preferred communication methods by customers. The findings highlight the importance of effective communication strategies in enhancing customer experience. The conclusion emphasizes the need for hospitality businesses to prioritize language proficiency and communication skills to improve customer interactions and satisfaction. References to relevant research papers are also provided to support the analysis.

“To investigate the relationship
between customer experience
and the use of language in the
hospitality industry. A study on
InterContinental Hotels Group.

Table of Content
Introduction
Research Aim and Objectives
Research Methodology
Data Analysis
Conclusion
References

INTRODUCTION
Customer experience introduces as an effective phase used to
explain the relationship a customers has with an
organisation. In simple word, customer experience refers to
the total of entire experience the consumers has with the
company, based on all interactions and via about the
business.

Research aim and Question
Research Aim:
Main aim of this research is “To investigate the relationship
between customer experience and the use of language in the
hospitality industry. A study on InterContinental Hotels
Group.
Research Question:
To what extend the language as communication medium
matters to increasing customer satisfaction?

Research Objectives
 To identify the concept of language in customer services.
 To analyse methods of communication.
 To identify possible factors impacting on customer
experience.
 To recommend best practices with regards to the use of
language within the hospitality industry to contribute
costumer experience.

Research Methodology
Research methodology main justification and reason for
research design, research instrument, data presentation,
data collection techniques, data presentation, research
validity and relatability, analytical technique and research
philosophy is given. In this context, research onion is
used as this framework will benefits the investigator in
identifying best approach to carry out research.

Data Analysis
(Theme 1: Knowledge about the concept
of language in customer services)
Q1) Are you have knowledge about the
concept of language in customer services?
Frequency
a) Yes 70.00%
b) No 30.00%
a) Yes b) No
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
70.00%
30.00% Frequency

Theme 2: Methods of communication
Q2) What are the methods of
communication used by hospitality to
enhance customers experience.
Frequency
a) Verbal Communication 30.00%
b) Face-to-face Communication 40.00%
c) Oral communication 10.00%
d) Written communication 20.00%
a) Verbal Communication
b) Face-to-face Communication
c) Oral communication
d) Written communication
0
0.1
0.2
0.3
0.4 30.00%
40.00%
10.00%
20.00%
Frequency

CONCLUSION
From the above given information, it has been concluded
relationship between customer experience and the use of
language in the hospitality industry. Different methods of
communication used by hospitality industry with intent to
increase customer satisfaction such as Verbal
Communication, Face-to-face Communication, Oral
communication and Written communication.

References
Liu, Y. and et. al., 2017. Big data for big insights: Investigating
language-specific drivers of hotel satisfaction with 412,784 user-
generated reviews. Tourism Management. 59. pp.554-563.
Schuckert, M., Liu, X. and Law, R., 2015. Hospitality and tourism
online reviews: Recent trends and future directions. Journal of
Travel & Tourism Marketing. 32(5). pp.608-621.
Xiang, Z. and et. al., 2015. What can big data and text analytics tell us
about hotel guest experience and satisfaction?. International
Journal of Hospitality Management. 44. pp.120-130.

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