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Did you enjoy your stay with us? : An investigation into (Dublin) Hotels own assessment of service performance and implications for customer retention

Foster, Stephen (2013) Did you enjoy your stay with us? : An investigation into (Dublin) Hotels own assessment of service performance and implications for customer retention. Masters thesis, Dublin, National College of Ireland.

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Abstract

To examine the hospitality industry in order to understand how hotels in the Dublin region assess their overall service offerings in order to stay successful. The point of this study is to; Gain an understanding of how hotels asses their levels of service quality, identify what they do if a service failure occurs and the methods used to recover the situation.

Identify how they retain repeat (loyal) customers while attracting in new customers.

This study endeavours to achieve a deeper insight into getting a better understanding of how hotels in the Dublin region asses their overall service offering to include all aspects of the service process.

A qualitative approach was adopted in order to obtain a clearer understanding of the research question. In order to achieve the set objectives, the researcher engaged in in-depth, semi-structured interviews with the participants who had high ranking positions within Dublin hotels as a method of data collection. The data analysis conducted by the research was that of thematic analysis and was used to generate clear and concise results.

The researcher found that a number of processes and applications exist with services of hotels and stretch further than the expected procedures and practices. while it was found that aspects of managerial input, training, communication and service management all play a role in assessing service offerings, the more important discovery was the focus put on the human side to the service and the interaction that play out with them. Service failure and recovery as well as customer retention and attraction were also found to be areas of importance within service quality assessment. It is imperative that managers and staff find a suitable balance between these aspects for a service offering to successful.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce > Customer Service
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Hospitality Industry
Divisions: School of Business > Master of Science in Marketing
Depositing User: CAOIMHE NI MHAICIN
Date Deposited: 29 Nov 2013 15:14
Last Modified: 29 Nov 2013 15:14
URI: http://trap.ncirl.ie/id/eprint/902

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