Analyzing Customer Service Impact on Performance at Hilton Hotel UK

This research report examines the impact of customer service on organizational performance at Hilton Hotel UK. It highlights the importance of customer service, the role of training and development in improving service quality, and the direct relationship between customer service and organizational performance. The report emphasizes that effective customer service, including resolving grievances and motivating employees, is crucial for enhancing the hotel's performance. Recommendations include focusing on customer service to maintain performance, providing effective and satisfactory services to increase profits, and using employee training and advanced technologies to improve customer service. The analysis is supported by several research articles.

Outcomes of the research
TASK 4 (4.1)

INTRODUCTION
In today’s era, it has become necessary for the firms of all sectors to provide high quality
customer services to run in a smooth manner. Without serving customers with high quality,
maintaining the organisational performance is not at all possible. As the competition have
become so intense with presence of numerous firms in every industry, keeping customers
satisfied and retaining them is significant so as to stay in the market for long span of time. The
present research report is based on analysing the impact of customer service on organisational
performance – case study on Hilton Hotel, UK.

Theme 1: Customer service is having a great
importance in organizational performance of Hilton
Hotel.
Yes
No
May be
0 2 4 6 8 10 12
No. of respondents

Theme 2: Training and development sessions play the most
important role in improving customer service in Hilton
Hotel, UK.
Training and development sessions
Using advanced technologies
Taking feedback of customers
Others
0 1 2 3 4 5 6 7 8 9
No. of respondents

Theme 3: Customer service is directly related
to organizational performance in Hilton hotel.
Strongly disagree
Disagree
Neutral
Agree
Strongly agree
0 1 2 3 4 5 6 7 8
No. of respondents

Theme 4: Customer service is the most effective in
improving the performance of Hilton Hotel.
Customer service
Motivating employees
Reducing prices of services
Resolving customer grievances
0 1 2 3 4 5 6 7 8
No. of respondents

Theme 5: Hilton Hotel is providing excellent
customer services in the UK market.
Yes
No
May be
0 2 4 6 8 10 12 14
No. of respondents

RECOMMENDATIONS
 It is recommended to Hilton Hotel to focus on their customer services so that performance can
be maintained.
 If services offered to customers will be effective and satisfactory then it will directly lead to
increase in profits.
 Satisfied customers will stay with the firm for long span of time and use the services offered by
hotel.
 This will help the firm in gaining profits and having growth in business.
 One of the most common and effectual way is to provide training to employees.
 Using advanced techniques will also help in amending the customer services in Hilton Hotel.

REFERENCES
Cosmas, S., 2016. EFFECTS OF CUSTOMER CARE ON ORGANIZATIONAL EFFICIENCY.
[Online]. Available through:
<http://www.academia.edu/6072999/EFFECTS_OF_CUSTOMER_CARE_ON_ORGANIZATION
AL_EFFICIENCY>. [Accessed on 1st December, 2016].
Qu, Q. S. and Dumay, J., 2011. The qualitative research interview. Qualitative Research in
Accounting & Management. 8(3). pp.238–264.
Sekhon, H. and et.al., 2013. Modelling trust in service relationships: a transnational perspective.
Journal of Services Marketing. 27(1). pp.76 – 86.
Tajeddini, K., 2010. Effect of customer orientation and entrepreneurial orientation on
innovativeness: Evidence from the hotel industry in Switzerland. Tourism Management. 31(2).
pp.221-231.
Jackson, S., 2010. Research Methods: A Modular Approach. USA: Cengage Learning.