Customer Satisfaction and Quality Services in the Hotel Industry: A Strategic Approach

2018

In the hotel and hospitality industry, managers need to see quality as their main competitive advantage and need the acknowledge the ways in which quality can be used to drive competitiveness. As one of the most important aspects of hotel management and customer relationship management, the quality of all touristic services influenced by the intensifying competition, determine suppliers to take into account more the needs and requirements of customers in order to have a successful strategy. In the digital world where consumers are well-informed, the choice to purchase best quality services is the ultimate choice given the opportunity to compare other services with other companies. Both mana…