Report on Factors Influencing Customer Engagement: Hospitality

This report delves into the crucial aspects of customer engagement within the hospitality sector, specifically focusing on the factors influencing customer behavior. The report begins with an introduction defining customers and their role in the economic system. It then explores how factors like brand name, product placement, and pricing strategies impact customer choices and satisfaction within the context of a hotel, using the example of Riverbank park plaza hotel. The report highlights the importance of providing high-quality services and customization options to attract and retain customers, emphasizing the significance of competitive pricing. Finally, the report concludes that customer satisfaction and service quality are paramount for the success of any hospitality business, emphasizing the need to meet and exceed customer expectations to ensure their loyalty and continued patronage. The report provides references to support the findings.

Hospitality
management

Table of Content
Introduction
Factors which influence
customer’s engagement
Conclusion
References

Introduction
Customers are defined as a target or end
user to whom services and goods are
being sold out. Customer acts as a
decision maker within economic system
as they decides what they want and from
where they want to buy. Consumer
behavior is defined refers to a
physiological process which is related
with customer’s emotions

Cont…

Factors which influence customer’s engagement
There are certain factors which influence customer’s
behavior with respect to services offered by
Riverbank park plaza hotel are mentioned here:
Brand name: It has large impact on mindset of
people. It is essential for hotel to have high brand
name so that they can attract large number of
customers. An example can be taken like people
opt for smart phones from brand name like Apple
as they know it has good image. Similarly,
Riverbank need to ensure that they provide high
class services to all their customers.

Cont…
Product placement: It refers to that
customers switch from one brand to
other brand depending upon quality of
services they are offering and apart from
this what additional options they are
providing to their customers. Riverbank
park plaza hotel needs to make sure that
they need to provide their customer with
high quality services and also with
customization option so that they can
attract more number of customers.

Cont…
Pricing: It is an important factor
which every individual takes into
consideration as they can only
opt for services if they have
efficient amount in their pocket.
It essential that Riverbank park
plaza should provide their
services at reasonable price with
standard quality so that people
can feel that money which they
have spend is worth it.

Conclusion
From above it can be concluded that
success of product completely depends
on various factors. But foremost, factor is
requirement of customers and quality of
services which are being delivered to
them. As without customers organization
cannot work. If quality services are not
furnished then there are number of
substitutes which customers can opt for.
Therefore it is necessary to address their
expectation in appropriate manner.

References
Buhalis, D. and Crotts, J., 2013. Global alliances
in tourism and hospitality management. Routledge.
Legohérel, P., Fyall, A. and Poutier, E. eds.,
2013. Revenue management for hospitality and
tourism. Woodeaton: Goodfellow Publishers.
Mok, C., Sparks, B. and Kadampully, J.,
2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Nickson, D., 2013. Human resource management
for hospitality, tourism and events. Routledge.