AND HOSPITALITY MANAGEMENT
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Hospitality and Tourism Research &
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Signed: ___Victoria Palmer____________________________________ Date: ___27/8/2010___
Assignment 2 Literature Review - Victoria Palmer - 21533859
2. Research that outlines the satisfaction of guests for food and beverage services provided by a 5-star hotel in the Sydney CBD during 2010.
Problem statement and objectives:
Analyse the scope of opportunities and feedback of directly relating to elements of the satisfaction of customers visiting food and beverage services in the Sydney CBD.
Objectives of Research:
-To obtain a thorough and concise view of feedback received by food and beverage services in a 5 star hotel in the Sydney CBD, to discover the most predominant opportunities for food and beverage services in a 5 Star hotel in the Sydney CBD.
-To analyse the causes of areas of opportunities to benefit the food and beverage services in the hotel from a marketing perspective, to obtain the findings from research to actively improve aspects of customer satisfaction with the food and beverage facilities within a 5
Star Sydney CBD hotel.
In the tourism and hospitality industry, customer satisfaction is a vital and critical proportion of everyday trading and business and has become a predominant focus in recent academic studies. General commitment towards customer satisfaction and the factors that could potentially influence it, are being emphasised and researched significantly. There is a lucrative and competitive market for businesses within this industry, for instance, hotels or food and beverage services. The following review discusses academic articles that examined the significance of customer satisfaction defined as ‘...the delivery of superior quality and value of the service/product...’ (Kim, Wen & Doh 2010, p. 104). Also incorporating the varying factors that can potentially impact components of customer satisfaction and emphasising the need to improve these components to actively improve customer feedback and satisfaction relating to food and beverage services within a hotel.
‘Customer Orientation of Service Employees and Rapport:…