Publications

Even if satisfaction does not automatically lead to loyalty why might it be important to nevertheless aim to achieve well-satisfied clients?

• Marketing helps manage demands and aims to satisfy the needs and wants of customers, to achieve company’s objectives. Customer satisfaction is the extent to which company’s perceived performance meets a buyer or user’s requirements. Thus satisfying customer is the main objective of each company. Each interaction that ends with satisfied customer builds value for the company.

‘Is the ‘marketing of services’ different from that required for physical products?

It is commonly perceived that there is a difference between product and service marketing. In order to conclude, important elements of marketing itself are broken as follows:

The role of service quality in the success of hospitality industry has gained prominence in the concept of total quality management in the last two decades. Total quality management is an approach to management that focuses on quality as the key to success. Implementation of quality management strategies in hospitality industry offers an opportunity to improve the overall quality of the service in more competitive market condition. Quality management is the administration and monitoring of every aspect of the organisation in order to improve on standards set by the expectations of its customers...

Introduction

Hospitality is an industry that is characterised by fundamental values embedded in each person such as characters, attitudes, habits and perceptions; to deliver a highly intangible, perishable, heterogeneous and inseparable ‘product’ called service. Service puts customers in the centre of its processes, with quality of service as the core commodity in exchange for the achievement of organisations’ objectives. In today’s changing global environment, the currency...