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Standardization of Products and Consistent Service

In: Business and Management

Submitted By bikerboy4220
Words 1536
Pages 7
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MANAGING HOSPITALITY IN INTERNATIONAL CONTEXT
Assessment 1

Lecturer:
Dr. Michael J. Gross, BSBA, MPET, MBA, PhD

Submitted By:
Sarabmeet sandhu
Student ID: 110165356

Lecturer:
Dr. Michael J. Gross, BSBA, MPET, MBA, PhD

Submitted By:
Sarabmeet sandhu
Student ID: 110165356

Assessment: 1

-------------------------------------------------
3: Critically analyse the tensions and conflicts in international hospitality firms' standardisation of products and provision of consistent service quality.
Hospitality firms are intensely competitive and firms tries to maintain their centre of interest on customers wants and needs to achieve their satisfaction and stand still on customer’s expectations. According to a research features of service or product are not important than the quality of service that plays a significant role for achieving higher customer satisfaction and customer loyalty (Donnelly et. al, 2006). When a customer decides to go for a lunch or dinner in a 5star hotel or a couple plans to travel and book a hotel room all they expect is quality service. There’s a level of quality in service which goes up with the grade of hotels and the expectations of customers are also attached with these standards. This image of providing low, medium and high level quality service as per customers is hospitality. There are some benchmarks for everything in hospitality industry and those are known as standardisation of products and with that comes consistent service. Market research has proved that high quality of service leads to loyal customers, attracts new customers to the service provider, creates positive mouth publicity, increased employee job satisfaction, employee dedication, increased business market share and also improves corporate image of the firm (Berry et. al, 1989)...

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