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Introduction - Managing Luxury Hospitality Customer Requests Assignment
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•Various consumer requests and complaints in the various luxury hotels need to be looked after so that these hotels could attract a huge amount of consumers.
•Also it is necessary for the hotels to get requests as well as complaints related to the various things in hotels. In the luxury hotels of London, it is necessary to get requests as well as complaints as there visits rich businessmen and other rich people and for them the best hospitality would be served.
•So here in this research, the management of the luxury hospitality consumer requests and complaints would be discussed in detail.
Literature Review
•The customer complaint behaviour or the CCB is studied from the numerous range of perspectives over the last three decades. The dissatisfaction of the consumer as well as the customer complaint behaviour or the CCB have received the growth of the attention from the researchers and also the tourism industry (Suryanarayanan et al., 2021).
•The negative comments of the consumers have provided the organizations with the various opportunities for improving the marketing as well as management programs for the enhancement in the profitability as well as in the satisfaction of the consumers.
•The proper tackling of the negative comments escalates the dissatisfaction and also the frustration, reinforced as the consumer reactions which are negative as well as the harms the reputations of the organization (Sangpikul, 2021).
Literature Review (contd.)
The various strategies for outstanding consumer service in the hospitality industry includes:
•Creation of the emotional triggering for delighting the guests of the hotel.
•Using new and innovative methods for impressing the guests at the time of their stays.
•Embracing the technology for impressing the hospitality consumers.
•Carefully listening to the consumers (Neves, 2019).
•Creating the best first impression for wowing the guests of the hotels.
•Taking the daily feedback as well as acting on for building the relations.
•Making the consumers feeling special.
•Benchmarking the methods for improving the consumer services.
•Staying flexible as well as being innovative for the creation of the delights for the consumers (Alrawadieh and Dincer, 2019).
•The various ways to deal with the luxury hospitality consumer request includes:
•Getting the whole organization on-board together with the consumer services (Moon et al., 2019).
•In offering personalized experiences.
Literature Review (contd.)
•For the excellent consumer services that are in the hospitality industry, it is significant for creating the emotional triggering.
•It is most essential for creating wonderful memories. There forms the trust depending upon the consumer services as well as to convey the sense of belongingness. It is also essential for the luxury hotels to be continuous.
•The consumers attached to the hotel as well as the service provided to the consumers must be capable of doing justice to the brand each time.
The tips of the top services for helping to delight the guests in the hotels includes:
•By addressing by names.
•By providing the freebies.
•By sending the messages of thank you to make them feel special.
•Offering the guests the complimentary meal.
Research Gap
•The various limitations of this specific research of managing the luxury hospitality customer requests and complaints includes:
•The information which is being utilized have been restricted to the various properties in various places as well as the data findings and the conclusions might not be applied for these properties in the various locations.
•The next limitations or research restrictions arises from the part of methodology that is being used in this study. As in this research study, qualitative analysis has been chosen as the best method that is suitable for analyzing the comments online and to conduct the research on the contents of the Internet (Mmutle, 2017).
Research Rationale
•The rationale of the research is to investigate and also manage the luxury hospitality consumer requests and complaints in the luxury London hotel.
•This research is being done to manage the various kinds of requests as well as to listen to their complaints regarding the various issues related to the luxury hotel or the services provided at those luxury hotels (Hwang and Mattila, 2020).
•There have been various issues related to the managing of the complaints and in executing them.
•This research proposes the effective management of the complaints and also the requests of the consumers.
Research Aim & Objectives
AIM:
•The aim of the research is to investigate and also manage the luxury hospitality consumer requests and complaints in the luxury London hotel.
•The customer complaint behaviour or the CCB is studied from the numerous range of perspectives over the last three decades. Also the research aims in the proper caring of the consumers in the luxury hotels and to listen to their requests and also to their complaints.
OBJECTIVES:
•To analyze the concept of consumer request and complaints in the luxury hotels.
•To understand the importance of resolving consumer requests and complaints in luxury hotels.
•To evaluate the various strategies used by luxury hotels in London to resolve consumer requests and complaints.
Research Questions
•Q1. What is the significance of managing the luxury hospitality consumer requests and complaints?
•Q2. Why is it necessary to manage the consumer requests and complaints?
•Q3. What are the various strategies utilized by the luxury hotels in London for consumer requests and complaints?
Research Methodology
The research methodology will define and explain the various methods which have been utilized in the research to frame the research in an effective way and extract the expected outcomes by meeting all the objectives. All the methods used will be justified with the reason behind choosing them and advantages gained from them in conducting the research.
Research Philosophy
•The Research philosophy aims to prepare the direction in which the research will go further. The Research Philosophy is an efficient method from which data collection can be created, analyzed and used for the analysis.
•It is also linked to successful comparison and recognition of the field of research (Kumar, 2018). This research was carried out on the basis of the philosophy of positivism. Positivism philosophy has been extended to the analysis of the evidence collected in order to analyse several empirical concepts. People's psychology can be determined by the theory of positivism.
Research Approach
•Research Approach can be used as a research plan as it contributes effectively to the development of a research report. During a research, two types of research techniques are used, they are inductive and deductive approaches. Using a correct approach helps to develop the research with efficient concepts and theories which further helps to examine the subject on a broader basis (Flick, 2020).
•The deductive research approach contributes to the comprehensive provision of knowledge on a particular subject and other various sub topics in a detailed way. In order to provide a generalized perspective in the initial phase, the data obtained were analysed using the deductive method.
Research Methodology (contd.)
Research Design
•Research design is a layout for a research project that allows many research techniques for the researcher to be used in the research in order to extract exact outcomes. It gives a thorough overview of a specific subject by addressing questions of what, how, where and when.
•This research took into account a descriptive style, which contributes to a detailed description of the data and may well present the subject of the analysis (Bairagi and Munot, 2019). By applying the descriptive study design, data on the subject can be efficiently analyzed and assessed.
Data Collection
•This research study was undertaken using secondary approaches to represent the subject of research in depth.
•Secondary method of data processing aims to analyze many past information from multiple sources, and supports a large volume of data and a thorough understanding of the subjects from a variety of writers' points of view (Daniel and Harland, 2017).
•The secondary data will be collected from various journals and peer reviewed articles, and many other authentic websites and literatures.
Data Analysis
•In order to analyse, assess, transform and model data, the data analysis is carried out in order to obtain successful knowledge gained from the research data collected. In order to obtain valuable results, data analysis is carried out in order to successfully establish the expected research outcomes (Mishra and Alok, 2017).
•In order to represent the results of the information gathered, the data is analyzed. in thematic approach.
References
•Suryanarayanan, S., Srinivasan, S.R., Lin, W., Wang, L. and Sabharwal, J.K., 2021. Managing Customer Expectations: A Study of Two Four-Star Hotels in Malaysia and Singapore. In Service Excellence in Tourism and Hospitality (pp. 41-53). Springer, Cham.
•Sangpikul, A., 2021. Understanding the Subjective and Objective Assessments of Service Quality through Spa Customers’ E-complaints in Bangkok. Journal of Quality Assurance in Hospitality & Tourism, pp.1-28.
•Neves, M.S., 2019. Exploring customer interaction and management response in luxury hospitality through online reviews in social media (Doctoral dissertation).
•Alrawadieh, Z. and Dincer, M.Z., 2019. Reputation management in cyberspace: evidence from Jordan’s luxury hotel market. Journal of Hospitality and Tourism Technology.
•Moon, H., Wei, W. and Miao, L., 2019. Complaints and resolutions in a peer-to-peer business model. International Journal of Hospitality Management, 81, pp.239-248.
•Hwang, Y. and Mattila, A.S., 2020. The impact of customer compassion on face-to-face and online complaints. Journal of Hospitality Marketing & Management, 29(7), pp.848-868.
•Mmutle, T., 2017. Customers' perception of service quality and its impact on reputation in the hospitality industry.
•Kumar, R., 2018. Research methodology: A step-by-step guide for beginners. Sage.
•Flick, U., 2020. Introducing Research Methodology: Thinking Your Way Through Your Research Project. Sage.
•Bairagi, V. and Munot, M.V. eds., 2019. Research methodology: A practical and scientific approach. CRC Press.
•Daniel, B.K. and Harland, T., 2017. Higher education research methodology: A step-by-step guide to the research process. Routledge.
•Mishra, S.B. and Alok, S., 2017. Handbook of research methodology.
