新西兰梅西大学作业代写:酒店经营者

2018-09-28 00:57

酒店经营者非常清楚需要以消费者为中心，但不同的酒店组织对顾客的需求和看法有不同的看法。例如，酒店经营者可能专注于基于旅游地点的强大的特许经营开发，并且通常专注于服务连续性的客户需求，因为在每个旅游特许经营地点提供相同的服务。然而，另一种观点认为，在建立品牌形象以提高顾客意识方面，企业发展和管理战略比特许经营消费者更重要。因此，酒店管理者的管理策略在服务专营权的持续性和服务对顾客的价值之间存在分歧。有证据表明,酒店有一个品牌标识需要响应客户的成本和质量的担忧,但也决定服务的连续性在特许经营的水平,或在特许经营的缺乏,对消费者的服务质量的需要收据。这种关系的一个有趣组成部分是，特许经营实际上对质量有负面影响，但服务连续性有正面影响(Michael 2000)。因此，消费者可能期望每个酒店的服务质量相同，但不太可能在每个特许经营场所得到相同的质量。然而，当顾客的感知质量水平在特许经营或酒店地点的服务连续性上没有差距时，就会有一种强烈的正向关系(Michael 2000)。有负相关关系,当服务质量的一个特定的品牌形象,客户已经创建了一个特定的内部认知不是模棱两可,留下一个差距客户认为会发生在价值观和质量,并在价值和客户相信他们收到了什么。
新西兰梅西大学作业代写:酒店经营者
Hoteliers are very aware of the needs for strong consumer focus, yet multiple hospitality organisations have differing perspectives regarding the customer’s needs and perceptions. For example, hoteliers may focus on strong franchise development, based on tourism locations, and typically focus on the customer needs of service continuity, as offering the same services at each tourism franchise location . However, another line of thought is that corporate development and managerial strategy, rather than the franchise consumer, is more important in building brand identity to customer awareness. Thus, there is a divergence in hotelier’s management strategy between the continuity of service franchises and the value of service towards the customer. There is some evidence that hoteliers have a brand identity need to respond to the customer’s concerns of cost and quality, but also to decide the level of service continuity within the franchise’s, or in the lack of franchising, to respond to the needs of quality in the consumer’s service receipt. One interesting component of this relationship is that franchising actually has a negative impact on quality, but service continuity has a positive impact (Michael 2000). Thus, the consumer may expect the same service quality at each hotel location, but is not likely to receive the same level of quality at each franchise location . However, when the customer’s level of perceived quality does not have a gap in service continuity between franchise or hotel locations, then there is a strong positive relationship (Michael 2000). There is a negative relationship when service quality of a particular brand image that the customer has a created a specific internal perceptions are not equivocal, leaving a gap between what the customer believed would occur in values and quality, and what the customer believed they received in value and。

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