Analysis Of Customer Variability And Used Strategic For Hotel Industries  

Oleh:

Yang, Ching-Chow ; Chen, Ping-Shun ; Chien, Yu-Hui

Jenis: Article from Proceeding
Dalam koleksi: Asian Network for Quality (ANQ) Congress 2011, Ho Chi Minh City, Vietnam, 27-30 September 2011, page 1-12.
Topik: Service Quality; Customer Variability; Hotel Industries; Strategy;
Fulltext: TW13.pdf (337.09KB)

Isi artikel

In order to enhance the service quality of hotel industries, this study aims to identify the actual typologies of customer variability and study the strategic actions used to decrease the customer variability based on Yang (2010) study. We will conduct the questionnaire survey to the hotels in Taiwan. To understand the actual situation of customer variability in hotel industries, and the implementation and effectiveness of strategic actions, then we do the statistical analysis. The result of this study can offer the hotel industries as a reference when they are planning strategies and controlling service quality.

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