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Literature review - The impact of quality services on customer satisfaction in Ritz-Carlton hotel (Example)

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Literature Review Introduction The hotel industry is one of the most competitive industries around the world currently. Every company in the industry has to come up with various strategies to cope with the competition. Service quality is at the heart of the procedures meant to improve customer satisfaction in order to attract and maintain higher number of customers. A high number of customers reflect better performance in the hotel industry. Service quality and service performance (SERVPERF) can be used as a measure of performance within the hotel industry. SERVQUAL (Service quality gap model) helps to identify any gaps between the actual services provided by the company and the expectations of the customers. Also the tool can help in filling these gaps by indicating the appropriate measures to be taken. Whenever a company fills the gaps identified the service quality goes up and therefore customer expectations are met sufficiently. The customer satisfaction: a case study of four and five star hotels in Aqaba Jordan. Journal of Tourism Research & Hospitality  06(01) 1-7. doi:10.4172/2324-8807.1000161 Kasiri  L. A. Guan Cheng  K. T. Sambasivan  M. & Sidin  S. M. (2017). Integration of standardization and customization: Impact on service quality customer satisfaction and loyalty. Journal of Retailing and Consumer Services  35 91-97. doi:10.1016/j.jretconser.2016.11.007 Gyurácz-Németh  P. (2015). The role of process standardisation and customisation in hotel management. Pannon Management Review  4(1) 79-109. Retrieved from  P. S. & Sahu  P. C. (2013). Impact of service quality on customer satisfaction in hotel industry. IOSR Journal Of Humanities And Social Science  18(5) 39-44. doi:10.9790/0837-1853944 Watiki  C. (2014). Service quality and customer satisfaction in hotels in Nairobi Kenya (Master’s Thesis University of Nairobi Nairobi Kenya). Retrieved from  T. Caber  M. & Aksoy  Ş. (2010). Relationships of the tangible and intangible elements of tourism products with overall customer satisfaction. International Journal of Trade Economics and Finance  1(2) 140-143. doi:10.7763/ijtef.2010.v1. [...]

Order Description:

You are required to carry out secondary research in order to explore what is already being said about your chosen issue. You must research relevant Journals, Books, Internet Publications, HCT Library Databases etc. and select at least 10 sources including 3 journals that relate to you're chosen industry-related issue or challenge. For each of your chosen sources, you should write a review of between 200 and 300 words for each article. However, you also need to identify key themes in the literature and organize your review around these themes. The Literature Review should be written in HCT report format and fully referenced using APA format. This task should be 2000 – 3000 word for more info see attachment (All Tasks_Instructions and Guidelines_201620.docx) I already have found three related literature reviews (attached) Literature 1 : (47755-164403-2-PB.pdf) Literature 2 : (Deel_Gary_L_201008_MS.pdf) Literature 3 : (Watiki Charles_ Service Quality and Customer Satisfaction in Hotels in Nairobi, Kenya.pdf) the whole work is to do a research paper and this is Task two I have already made task one research proposal (attached) (Task 1-Research Proposal - The impact of quality services on customer satisfaction)

Subject Area: Business

Document Type: Annotated Bibliography

This project has already been completed by one of the Studybay experts. The client rated this project:

Project's rating is 5/5

Price $90

Words 2475

Pages 9

Completed in 9 days

Expert Anitah

Client Review

she is the best eveeerrrr


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