Managing customer expectations: a study of two four-star hotels in Malaysia and Singapore

Suryanarayanan, Sriram, Srinivasan, Shwetha, Lin, Wenxin, Wang, Linxin, and Sabharwal, Jagdeep Kaur (2021) Managing customer expectations: a study of two four-star hotels in Malaysia and Singapore. In: Thirumaran, K., Klimkeit, Dirk, and Tang, Chun Meng, (eds.) Service Excellence in Tourism and Hospitality: insights from Asia. Tourism, Hospitality & Event Management . Springer Nature, Cham, Switzerland, pp. 41-53.

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Successful management of customer expectations is an extremely important factor in achieving customer satisfaction. A hospitable culture and user-friendly technology are required to meet customers' expectations. While technology can have a major impact on customer satisfaction, the various cultural backgrounds of guests also have a significant influence. In the paper, the hotel guests’ cultural backgrounds were studied to understand this aspect's influence on their expectations and satisfaction. Three major cultural factors, namely brand identity (domestic vs. foreign), customers’ native language, and their country of residence, were observed and analyzed to determine guests' expectations. The research study used a qualitative design to analyze the data, collected from field observations at two hotels: a Singapore hotel and another in Malaysia. Reviews were also collected from hotel booking websites, in order to understand how the hotels satisfy guest expectations.

Item ID: 65907
Item Type: Book Chapter (Research - B1)
ISBN: 978-3-030-57694-3
Keywords: Customer expectations; Customer delight; Cultural backgrounds; Hospitality industry; Technology
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Copyright Information: © 2020 Springer Nature Switzerland AG.
Date Deposited: 01 Feb 2021 23:50
FoR Codes: 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350602 Consumer-oriented product or service development @ 30%
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3504 Commercial services > 350402 Hospitality management @ 60%
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350611 Service marketing @ 10%
SEO Codes: 90 COMMERCIAL SERVICES AND TOURISM > 9099 Other Commercial Services and Tourism > 909901 Hospitality Services @ 70%
91 ECONOMIC FRAMEWORK > 9104 Management and Productivity > 910403 Marketing @ 30%
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