| Title |
Implementation Of A Customer-Oriented Approach In The Management System Of Hotel Industry |
| ID_Doc |
69115 |
| Authors |
Perezhogina, ON; Pavlova, AV; Khajrullina, AD; Kulik, EN; Nabieva, LG |
| Title |
Implementation Of A Customer-Oriented Approach In The Management System Of Hotel Industry |
| Year |
2019 |
| Published |
|
| DOI |
10.15405/epsbs.2019.03.160 |
| Abstract |
In current conditions, the foundation of sustainable development of hospital facilities is the search for strategies and opportunities that will lead not to short-term results, but to the achievement of a high economic effect and increased competitiveness for a long period. The customer-oriented approach, improving the quality of services and meeting customer needs, is the most important competitive advantage in the face of fierce competition in the hospitality market, and it also provides an increase in the profitability of the organization. A customer-oriented approach should be considered as one of the most important factors in the management system of competitiveness, where a customer-oriented approach is aimed at meeting customer needs and competitiveness in the market as a whole. The contribution assesses the level of customer-orientation of hotel facilities as a necessary element of the effective implementation of a customer-oriented approach in the management system of hotel facilities. The content of the term "customer-orientation" has been clarified, taking into account its place in the management system of competitiveness of hotel facilities. A multi-factor model for assessing customer-orientation of hotel facilities is proposed. The set of indicators for assessing the level of customer-oriented hotel facilities has been determined. A methodological complex for assessing the level of customer-orientation of hotel facilities, including tools for assessing the proposed indicators, has been formed. The results of such an assessment are the basis for the strategy development to improve competitiveness of hotel facilities in the hotel services market. (c) 2019 Published by Future Academy www.FutureAcademy.org.UK |
| Author Keywords |
Customer focus; competitive advantage; hotel business; services |
| Index Keywords |
Index Keywords |
| Document Type |
Other |
| Open Access |
Open Access |
| Source |
Conference Proceedings Citation Index - Social Science & Humanities (CPCI-SSH) |
| EID |
WOS:000471325700160 |
| WoS Category |
Development Studies; Economics |
| Research Area |
Development Studies; Business & Economics |
| PDF |
|