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Managing the Hotels Service Products and E-Services. Case Study: Researching Tourists’ Satisfaction Regarding the Hotels Services in Romania

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Author(s): Laura Cristina MANIU | Andreea MARIN-PANTELESCU

Journal: Journal of Knowledge Management, Economics and Information Technology
ISSN 2069-5934

Volume: 2;
Issue: 8;
Start page: 29;
Date: 2012;
Original page

Keywords: services | hotel | management | strategies | satisfaction

ABSTRACT
The objective of a hospitality business is to provide guests with a place where they feel welcome and appreciated, and where they can relax and have an enjoyable experience. Service is what an establishment does to and for its guests to achieve this objective. Service is not about smiling and servility. It is a strategy that considers the customer while serving the interests of the hotel. Service excellence gives an organization a competitive edge. Outstanding service makes a lot of money for a hospitality industry because the business of a hotel is people.The paper tries to define the hotel service as a product that requires objectives, strategies, and measurable management criteria. A quantitative marketing research about tourists’ satisfaction regarding the hotels services in Romania accompanies the paper and highlights the importance of the hotels service products and e-services in the globalization age.
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