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The Efffct Of Customer And Employee Relationship On The Management Of Hospitality Industry
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CHAPTER ONE
INTRODUCTION
1.0 BACKGROUND OF STUDY
The world
Hospitality Industry has recently experienced a tremendous growth rate
throughout the world. In fact Statistics have shown that Hospitality has
today become one of ` the most promising and fastest growing industries
in the service sector of the economy. More also Hospitality itself is
as old as mankind and has been at the centre of the economy of Nations.
According
to the Dictionary definition of customer, CUSTOMER is a patron: one who
purchases or receives a product or service from a business or merchant,
or intends to do so. A person, especially one engaging in some sort of
interaction with others. There are five reasons why customers is always
right before the employee.
The phrase customers is always right was
originally coined by Harry Gordon Selfridge in London in 1909, and is
typically used by businesses.
To convince customers that they get good service
Convince
the employees to give customers good service fortunately more business
are abundantly these maxim ironically because it lead to bad customer
service
The existence of any business is dependent on the patronage
of the customers. In the hospitality industry a customer is a person who
visits a hospitality firm to enjoy the services of the outfit such as
food, drink, and in some cases accommodation. The services are rendered
on payment of reasonable price charged by the firm. A customer takes the
centre stage in management policy for successful operation of a hotel
industry. It is on this background that customers retention is
invariably a crucial management function as it is significantly related
to survival of a business. Hence workable strategies must be designed to
achieve this goal on regular basis.
Reicheld (1995:45) defined a
customer as an individual or company that purchases a product or
service. The term customer is used to refer to both consumer and
organizational market. Consumer market is made up of those customers
that buy products and services for further production or sale of other
products and services. In effect, a customer supports an organization by
offering his/her hard earned money in exchange for what an organization
offers. Hospitality industry is the business where providing services
such as catering and entertainment takes place, Apaokagi (2010).
Reicheld, (1995) explained that customer retention is the activity that a
selling crganization (a hospitality firm) undertakes in order to reduce
customer defections.
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ABSRACT - [ Total Page(s): 1 ]The researcher examined the of customer and employee relationship on the management of Hospitality industry both privately owned and publicly owned establishment in Asaba Delta State. The objective is to determine whether cordial relationship exist between customer and employees in Hospitality establishment, to this end, the researcher is interested in determining if there is significant relationship between customer and employer in the Hospitality industry. The method used in the study is a c ... Continue reading---
