SAFETY AND SECURITY MEASURES ADOPTED BY THE HOTELS AND THEIR IMPACT ON CUSTOMER RELATIONSHIP MANAGEMENT
Journal: INTERNATIONAL JOURNAL OF RESEARCH -GRANTHAALAYAH (Vol.6, No. 1)Publication Date: 2018-01-30
Authors : Abhishek Chauhan Ankit Shukla Pradeep Negi;
Page : 118-125
Keywords : Customer Relationship; Cognitive Dissonance; Variety Seeking Consumer Behavior; Rapport; Profit Maximization; Guest Satisfaction;
Abstract
Hotel can be defined as “Home away from home” for the guests who come to the hotel as they receive homely environment and services in the hotel. The guests who come to the hotels come with an understanding that they and their belongings would be safe and secured in the hotel during their occupancy in the hotel. The safety and security aspects play a very vital role in hospitality industry as this industry is dependent largely on the customer relationship with the hotel. If the guest encounters any security issue during their stay in the hotel, it leads to dissatisfaction of the guests resulting in Cognitive dissonance due to which the guests seeks other hotels and their buying consumer behavior becomes variety seeking consumer behavior. On the other hand, if the guests face no security and safety issue during their stay in the hotel, it leads to guest satisfaction resulting in improvement of rapport and good will of the hotel in the society thereby achieving its main objectives of PROFIT MAXIMIZATION AND GUEST SATISFACTION.
Other Latest Articles
- THE DIGITAL COMIC DEVELOPMENT IN INDONESIA (A CASE STUDY ABOUT THE STORY OF “SI PITUNG”)
- Importance of Geology in Civil Engineering
- VERIFICATION OF MEDIUM RANGE WEATHER FORECAST IN NORTH GUJARAT
- DALAFLOXACIN- ANTIBACTERIAL: A REVIEW
- IRIS TECHNOLOGY: A REVIEW ON IRIS BASED BIOMETRIC SYSTEMS FOR UNIQUE HUMAN IDENTIFICATION
Last modified: 2018-02-14 18:24:24