Mastering Customer Service, Customer Experience, and Customer Orientation in the Hospitality and Tourism Industry

2017 ◽  
pp. 115-140 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Organizational Performance ◽  
Customer Service ◽  
Airline Industry ◽  
Customer Orientation ◽  
Customer Experience ◽  
Tourism Industry ◽  
Optimization Techniques ◽  
Hospitality And Tourism ◽  
Travel Industry ◽  
Hospitality And Tourism Industry

This chapter presents the utilization of optimization techniques in the hospitality and tourism industry; the perspectives on customer service and customer service teams; customer service and service leadership; customer service behavior in the travel industry; the overview of customer experience; customer experience, customer satisfaction, and service quality in the airline industry; customer experience and budget hotel in the hospitality industry; the issues with customer orientation; and the relationship between customer orientation and service innovation in the hotel industry. Optimization techniques are the essential approaches to many real-world problems, and can be applied to promote the performance of hospitality and tourism industry regarding customer service, customer experience, and customer orientation. The chapter argues that enhancing customer service, customer experience, and customer orientation through optimization techniques has the potential to increase organizational performance and reach strategic goals in the hospitality and tourism industry.

Going digital is the only way forward for the Indian hospitality and tourism industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sandeep Munjal ◽  
Anjana Singh
Keyword(s):  
Customer Experience ◽  
Tourism Industry ◽  
Theme Issue ◽  
Content Type ◽  
Digital Era ◽  
Use Of Technology ◽  
Rapid Pace ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

Purpose The purpose of this paper is to review and summarize the theme issue outcomes in relation to the strategic question: How is the hospitality and tourism industry in India responding to the dynamic digital era? Design/methodology/approach This paper draws on the findings of the theme issue contributors to identify the response of the Indian hospitality and tourism industry towards the rapid pace of digitization and use of technology. Findings The summary highlights the research on various facets of digital push with respect to marketing of products and services, role of data analytics, use of technology tools in operations to impact customer experience. It has implications for industry practitioners, researchers and policymakers. Practical implications It is quite clear that technology needs to be embraced by the hospitality and tourism Industry in India at a faster pace to compete well globally, deployment of digital technology has potential to positively impact efficiencies and quality of customer experience. There are huge implications for how digital marketing is going to become a critical part of the marketing strategy at large. Originality/value The research in this theme provides insight from both practitioner and academic perspectives provide a take on the ground realities with respect to how the hospitality and tourism businesses in India are changing how they work in the digital era.

scholarly journals EMERGING TRENDS IN HOSPITALITY AND TOURISM

2014 ◽  
Vol 1 (1) ◽  
pp. 1-8
Author(s):  
R.Srinivasa Rao
Keyword(s):  
Customer Service ◽  
The United States ◽  
Tourism Industry ◽  
Service Improvement ◽  
San Luis ◽  
Emerging Trends ◽  
Tourism Sector ◽  
Hospitality And Tourism ◽  
And Performance ◽  
Hospitality And Tourism Industry

The hospitality and tourism industry has changed more than a little since the first motel, in San Luis Obispo, California, was opened in 1925. (Its rooms went for $2.50 a night.) Today, there are more than four million guest rooms in the country, and tourists and businesspeople spend about $550 billion each year on travel in the United States As a vast and growing industry, hospitality and tourism provides more opportunities for ambitious educated and uneducated persons who enjoy working with people.  The hospitality and tourism industry working in a more competitive environment.  It is essential that those seeking careers as successful professionals develop a strong business foundation and customer service skills. There are few main  themes are to be required to promote the hospitality and tourism industry such as   international tourism planning; the development and operation of hotels; Europe and the Single Market; planning issues and techniques; service improvement; finance and performance; and the psychology of management. The purpose of this study is to identify, analyze, and noted the future trends that has been done tat now related to hospitality and tourism sector. This kind of study will be helpful to identify both the advancement and some gaps in this field, thus help to establish a more efficient, effective, and accountable tourism research to support practical work.

Hospitality and Tourism Management

2018 ◽  
Vol 2 (2) ◽  
pp. 37-52 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Literature Review ◽  
Customer Service ◽  
Digital Age ◽  
Tourism Industry ◽  
Hospitality Management ◽  
Tourism Management ◽  
Hospitality And Tourism Management ◽  
Different Types ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

The purpose of this article is to summarize the insights from the literature review focusing on the advanced issues and implications of hospitality and tourism management. The literature review includes the overview of hospitality management; the overview of tourism management; the importance of hospitality management in the digital age; the importance of tourism management in the digital age; and the managerial applications of hospitality and tourism management. The findings suggest that tourism occurs as a result of the different types of business that provide a range of products and services to tourists. It is essential to acquire a driving enthusiasm for customer service and a strong sense of professionalism to develop and maintain customer satisfaction in the hospitality and tourism industry.

scholarly journals Exploring Innovative Marketing Opportunities for Halal Entrepreneurs in Hospitality and Tourism Industry

2021 ◽  
Vol 124 ◽  
pp. 10001
Author(s):  
Mohamed Battour ◽  
Mohamed Salaheldeen ◽  
Khalid Mady
Keyword(s):  
Business Models ◽  
Tourism Industry ◽  
Tourism Product ◽  
Innovation And Technology ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

Innovation is essential for long-term competitiveness of firms. The lack of innovation can reduce the competitiveness of firms in the hospitality and tourism industry. Therefore, Halal entrepreneurs in the Halal travel market must prepare for a future led by innovation and technology and to build scalable, digitally enabled business models. There are many innovative opportunities that can be translated into Halal tourism product/services for Muslim and non-Muslim travellers. Some aspects of Halal travel may also satisfy the demands of the non-Muslim market. The paper discusses seven innovative opportunities that could be exploited by Halal entrepreneurs in the hospitality and tourism market. The findings are useful for entrepreneurs to develop Halal products and services for Muslim and non-Muslim travellers.

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