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The Efffct Of Customer And Employee Relationship On The Management Of Hospitality Industry
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Dictionary defines Employees as an individuals who provides labour to an establishment or other person.
Many
employee may have the opportunity of direct contact with customers in
the two different establishment both private and public hotels. For some
it will be a regular aspect of their job, for other Hotels whether
private or public. Technical skills and technique are very important but
equally for perhaps more important are sincere caring attitudes and
manner with the food served in an environment that has an atmosphere
that makes the customer feel at ease, wanted and welcome.
As
competition and other environmental influences increase globally, it is
obvious that there is growing emphases on quality improvement and error
reduction in order to achieve customer satisfaction, retention and
enhancing organizational value, (Iwarere, 2010) many companies and
organizations have now acknowledges the critical importance of being
customer-oriented and customer-driven in all their activities. Kotler
[1997) asserts that as not enough to be product-driven or
technology-driven, without bringing the power of customer into the
centre of the business. So satisfy your customer or someone else will.
Management inadequacies resulting to bad consequences to employees during services to customers.
It
makes employee unhappy, it give abrasive customers an unfair advantage,
some customers are bad for business, it result in worse customer
service, some customer are just plain wrong.
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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---
