Essay Service Review

Literature Review On Service Quality
Based on through literature review on service quality, this study is extending the knowledge content
by regrouping the SERVQUAL as customer service and tangibility with the objective of examining
the tangible and intangible element of service quality. Also considered is technical quality as
measures for service quality in automotive after–sales service and Malaysian national car maker as
well. The justifications for each of the identified dimensions followed by related hypotheses are
delineated as follows:
i. Customer Service
The popularity of SERVQUAL as measures for service quality has been established in the literature
(Caruana, 2002; Etemad–Sajadi & Rizzuto, 2013; Roberts et al., 2003). Notably, the SERVQUAL
dimensions as developed by (Parasuraman, Zeithaml, & Berry, 1988) consists of five dimensions
categorised as responsiveness, assurance, tangible, empathy and reliability. However, drawing upon
a similar study on service quality in car after–sales service by Bouman and Wiele (1992), the author
has regrouped and tested the SERVQUAL and found that the SERVQUAL should be regrouped into
two distinct dimensions which comprise of responsiveness, assurance, empathy and reliability as one
dimension and tangibility as another dimensions indirectly influence customer loyalty through the
four dimensions named as customer kindness. Another study by Yieh et al. (2007) examining
SERVQUAL in car service industry was also regrouped the SERVQUAL dimensions and leaving
tangibility as
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Restaurant Review Essay
The Big Cheese Italian Restaurant Review
Charlotte Perkins
Professor Alexandra Alessandri
English 1101
11 October 2011
Charlotte Perkins
Professor Alexandra Alessandri
ENC 1101
6 November 2011 The Big Cheese Italian Restaurant Review
The sweet smell of garlic, tickles your nose as you park your car. Its sweet aroma guides your taste
buds to the unassuming establishments were the Italian flavor lingers in the air. First Impression:
The Big Cheese Italian Restaurant lives up to its name. When you first drive up, the parking spaces
are tight and the area is very crapped. But once you are seated and begin your dining experience you
forget about all the things that are not ideal and enjoy the delicious meals that...show more content...
All the entrees came just as we finished the wings and calamari. We had encountered difficulty
finishing the Caesar Salad. The combination of pepperoni, mushrooms, sausage, onions, green
peppers , black olives, ham and mozzarella complimented each other as the flavors and remnants
oozed out of the fresh dough. The red sauce that accompanied the Calzone had an extra hint of
garlic which is the aroma that is used in many of the dishes that came past our table. It was very
hard concentrating on what we order when all the dishes that came past us smelled and looked so
good. Dessert: Tiramisu and Double Chocolate Mousse Cake called from the menu. Since the meal
was so filling, we took our dessert home. The next morning the tiramisu was just as I expected with
the right amount of liqueur. My taste buds were not disappointed and although it was not intended
for breakfast, I was completely satisfied with my choice of desserts. They are a sponsor for the
University of Miami and it shows. The takeout counter has a bristling business on a Friday night.
Many of the patrons at the restaurant were donning U of M jerseys and the like. Our bottle of
water had the University of Miami logo on the face and we were happy to support the restaurants
sponsorship of the football program. Service: Our server was excellent. She made suggestions when
we were torn on the dishes and provide recommendations for the Calzone and Stromboli. The Big
Cheese

Customer Satisfaction And Service Quality Essay
RESEARCH QUESTION AND AIMS
2.1 RESEARCH QUESTION
Customer satisfaction and service quality are the two important components that direct anyone's
attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today's
competitive era, the success lies in delivering quality services related to the industry which further
leads to rise in the level of satisfaction (Shemwell, Yavas and Bilgin, 2012). Therefore, service
quality and customer satisfaction are the most important topic for research in today's era so that
every organisation in the market retains and satisfies their customers via an improvement of service
quality (Gilbert and Veloutsou, 2006). So, the research question is explained below:
What is the relationship between customer satisfaction and service quality with reference to
Stamford Plaza, Auckland?
2.2 OBJECTIVES
The objectives of the research question are as follows:
To examine the service quality dimensions that perceived by the customers.
To investigate the characteristics of the relationship between the customer satisfaction and the
service quality.
3 LITERATURE REVIEW
3.1 Service Quality
Parasuraman, Zeithaml and Berry (1985) expressed service quality as the result of evaluation
between expectation of the services and what is perceived as an outcome to be received by the
customer. According to one of the marketing study which emphasise on service quality in
accommodation sector and further divided into two kinds i.e.

Performance Evaluation Essay
There is a purpose in doing performance evaluations, in which it helps management make general
human resource decisions. Performance evaluations provide input to help make important decisions
such as promotions, transfers and even terminations. Also, could help to identify training and
developments they need, as well help develop programs and providing feedback to employees on
how they performed on their review. Performance evaluation can help to see who will get merit pay
increases and other rewards. In the scenario, I have three concerns about the evaluation that our
manager is using. The first concern is the three items that they used to evaluate, friendliness, neatness
and attitude, which are not in itself a dreadful start, but...show more content...
When using individual task outcome; you could be evaluated on such things as the quantity
produced, the scrap generated in production, and the cost per unit. Evaluating behavior, you would
look at how the employee is helping other coworkers, making suggestions for improve the work
environment, and volunteering for additional duties. The behavior is the focus on interaction
towards others and the organization. Evaluating traits are a little more trickery than the other two
because it is farthest removed from the actual performance of the job. When looking at traits, you
look to see if the person has a respectful attitude, do they show confidence in their job, are they
dependable, and are they always busy, or do they possess a wealth of experience. These traits are
routinely used as criteria for assessing an employee's level of performance. When using a method
like the 360–degree to give a performance evaluation has a great advantage for everyone. It helps
give the employees in an organization a sense of participating in the process of the person
evaluation. By including coworkers, customers, and subordinates; it allows a more accurate
reading on the employee's evaluation. Each of these people can give various views about the
employee because each one is from different parts of the organization, or even an outside source
review on the person can be very valuable. In our scenario, it could be good

CHAPTER II REVIEW OF RELATED LITERATURE Various literature, thesis, and theories
were carefully read and studied by the researchers to synthesized and relate different scholarly
articles, journals, and other reference material to the present study entitled Customers
Satisfaction to the Service of Dasmarinas Water District. These related literature and studies gave
concrete foundation to the research. Related Literature Customer and Service According to Okoli
(2007), customer is anyone who approached the provider to satisfy his/her needs while service is
the trade between provider and customer that has the responsibility to create or destroy the
organization. In line with service is quality, which depend on the result of the customers'
comparison between expectations about service and perceived performance (Islam, 2011).
Service is different from product, and it is classified into three service dimensions, such as:
intangibility, simultaneous delivery and customer participation (Ojo, 2011). For Proompow
(2013), he defined service quality based on its important factors, where he stated that: "The
important factors of the service quality form the word SERVICE. That is 'S' stands for
satisfaction, 'E' stands for expectation, 'R' is readiness, 'V' is value, 'I' is Interest, 'C' is courtesy
and 'E' is efficiency." Customer Service From the words customer and service, customer service
means going beyond what is expected in doing ordinary way and adding value and integrity to

Literature Review On Food Service
1.5 THEORITICAL FRAMEWORK H1: The relationship between food quality and customer
satisfaction in cafeteria UiTM Cawangan Selangor. H2: The relationship between price and value
and customer satisfactionin cafeteria UiTM Cawangan Selangor. H3: the relationship between
ambiance and customer satisfaction in cafeteria UiTM Cawangan Selangor. 1.6 SIGNIFICANCE
STUDY 1.6.1 Theoretical This research will be useful for institutional foodservice provider in
improving and enhancing the criteria within the university cafeteria menu. According to Baharun,
Awang & Padles (2010), they said in Malaysia, higher education institution were required to offer the
best overall products and services to their potential campus customers...show more content...
According to Kim and KIm (2009), customer satisfaction is often used to predict the likelihood of
customers returning to a restaurant. Some studies (Oh, 2000; Yuksel and Yuksel, 2002), have shown
that customer satisfaction is important to food service managers through word–of–mouth leads to
repeat patronage, brand loyalty and new customers through word–of–mouth promotion. Another
opinion from Kotler and Clarke (1987) define satisfaction as a state felt by a person who has
experience performance or an outcome that fulfill his or her expectation. Satisfaction is a function of
relative level of experience and perceive performance. When using a dimensions Institutional
DINESERV, the satisfaction will strengthen customer loyalty and also improve the dining facility's
status and produce greater

Chapter II
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter reviews related literature and studies which serve as a frame of reference for this study.
This includes articles and published books.
Review of Related Literature and Studies (FOREIGN)
Customer's Satisfaction Customer satisfaction as noted by Tahir, Waggett, and Hoffman (2013), a
"customer's perspective based on their expectation and then subsequent post purchase experience".
In other words, It is an evaluation of a product or service quality level in order to assess whether it
exceeds or fail to meet the customer's expectation. From the perspective of the students on a budget,
it is likely that a good majority would prefer to purchase food and dine in an establishment...show
more content...
Based on the findings of this study, the following conclusions were drawn: (1) Majority of the
canteens, managed by private individuals, were found to only have moderately adequate facilities
and equipment; (2) majority of the canteens were implementing self–service in food serving; and (3)
problems in canteen operation were the lack of personnel, lack of time in food preparation, source
of water supply and pupils' food

Review Of Literature On Restaurant Service
Literature Review In the past decade, China's demand for catering services witnesses a double–digit
rise (HKTDC Research, 2013). According to the restaurant markets in China report, it states that the
demand for restaurant services will increase continuously at around 9% by 2023 (Reuters, 2014).
First, the increasing demand results from the fast development of society. Nowadays, people are
able to improve the living standard and have more disposable income. Middle–level citizens pursue
the quality of life; therefore they patronize various restaurants and have different experiences. Also,
the increase in middle–level population with the purchasing power leads to the rise in eating out
frequency (HKTDC Research, 2013). In addition, in a highly competitive catering industry, the
restaurant makes great effort to provide the...show more content...
The Zauo official website states (n.d.) that he owner not only constructs a big boat–shape dining and
fishing area in the restaurant but also installs a fish tank to create an unforgettable environment for
consumers. Consumers are able to buy the bait and rent fishing rods for free. They are encouraged to
catch their favorite fish with a cheaper price instead of ordering the fish caught by the staff because
the owner of the restaurant tries to promote this special experience. The staff shares the joy with
customers when they successfully catch the fish by beating the drum. Later, consumers can
customize the way of cooking based on the menu. Meanwhile, for those who are not interested in
indoor fishing or don't have enough time, they can just order the delicacy without fishing. This
restaurant successfully attracts lots of families with children as well as foreigners. Zauo official
website states that 90% customers enjoy fishing in the restaurant. Undoubtedly, it is a place for
eating, sightseeing and entertaining with

Example Of Restaurant Review
For my restaurant review, I picked the restaurant Soulshine Pizza Factory because of its atmosphere.
The restaurant was named after a song called "Soulshine" which was written by Warren Haynes and
sang by the Allman Brothers. Known for being more than just a songwriter, Warren Haynes would
occasionally join the Allman Brothers and other bands in singing the song. Warren Haynes' song had
such an influence on many people including the owner of Soulshine who ended up naming the
restaurant after the popular song. It was founded in 2001. The restaurant has a lot of history behind
its creation; the owner of the restaurant loves pizza and was an Allman brothers fan, a southern rock
jam band. He opened the the restaurant, because he wanted to...show more content...
It is a place for a casual lunch and dinner date with your group of friends,boyfriend,girlfriend, or
family. Soulshine can also be a place where people can bring their kid's soccer team after practice.
In general, Soulshine Pizza Factory is a vibrant and family oriented scene. At Soulshine they also
serve desserts and salads. So if someone is all about diet and worried that they cannot eat at
Soulshine Pizza Factory because the word pizza is on the restaurant name, there is no need to worry
because they have a mixture of healthy dishes that will heighten your taste

Example Of Essay Peer Review
Research Essay Peer Review First, read through the document: 1.What is the central idea of the
document? How do you know this? Is there a clear sense of the purpose or thesis throughout the
paper? a.The central idea of the document is new methods put into place for doctor shopping
involving opioid addiction. I know this because it states it in the thesis. Yes, the purpose/thesis is
the new methods that are being put into place to prevent doctor shopping and addiction of opioids.
2.Is the document well supported? Do you notice a synthesis of source material? Is it clear that
where the sources are from? a.The document is well supported. Yes, I notice a synthesis of sources.
It is clear where the sources came from. 3.Look at the visual...show more content...
The thing that would make this essay more informative is explaining the in–text citations a little
more. Sometimes you jump right into a source without introducing it first, that can get a little
confusing as a reader. There were also a couple times that you ended the in–text citation, without
explaining it. So, introducing and ending in text citations would make the essay more
informative. There were times that I was confused because it went from talking about one source
at the end of a paragraph to another source at the beginning of the next paragraph. 2.What would
make this essay seem more academically credible? a.Something that would make this essay more
academically credible would be using more than four sources. You have six sources listed on the
works cited page, but in the essay, I only noticed that four of them were used. I would recommend
if you do not use a source in the paper, taking it off the works cited page. I did not see the first
source "Arlotta" referenced in the paper. It seems like you really only used the Center for Disease
and Control, "Geebhart" and "Sansone." 3.What is the best feature of this document? a.The best
feature about the essay is the amount of statistics about doctor shopping involving opioid abuse is

Abstract The following essay explores the quality of customer service at the Marriott Hotel and
Resort brands. This essay will introduce the definition of quality customer service, followed by the
key players involved. Furthermore, the Marriott's strategies for enhancing quality customer service
and the results and competitive advantage will be discussed. Going forward, this essay will make
use of the present term "Customer Care" in replacement of the outdated term "Customer Service".
Also, to clear the term "product" from any misconception, it will take on the proper meaning of
goods, services, or ideas. The main goal of this essay is to provide a basic interpretation of the
Marriott's core values and prove how these have affected their position in the global hospitality
industry. It is also the author's intention that her understanding of the concept of Customer Care be
seen throughout the content of the paper. Excellent Quality Customer Care: The Marriott Way The
Marriott Hotel and Resort has grown into a massive company over its 80+ years of operations. This
multi–billion dollar empire chaired by J.W. "Bill" Marriott Jr. (here on referred to as Bill Marriott
Jr.) has the broadest portfolio of brands in the industry (just over 18) and many franchise partners.
Each hotel and resort under the Marriott's umbrella has consistently provided excellent quality
service to their guests. The company innovatively distinguishes its Customer Care model from its
competitors by

Customer Service Essay examples
Companies are misguided nowadays by the notion that customers depend on them, when the truth of
the matter is that companies are dependent on those customers. Customer satisfaction and customer
loyalty is now essential for a business or company to survive. So what is the difference between
customer satisfaction and customer loyalty and how to companies and or business achieve this? Also
when you have difficult customers how do you achieve customer satisfaction?
It's essential that companies or businesses today listen to their customers. No company or business
today can afford to disregard the importance of customer satisfaction and loyalty. Aren't they the
same thing? No, they are absolutely not and they are enormously...show more content...
Customer loyalty is much harder to obtain that customer service satisfaction. The most important
first step is to satisfy the customer by meeting their expectations. Customers only give a company
one chance and if they aren't satisfied they will not do business with that company again, as well
as tell others of their experience. The next step would be to exceed the customer's expectations. If a
business goes above and beyond to assist the customer they begin to build loyalty. The next step is
to truly surprise the customer. In order to dominate the marketplace the company must find a way to
make them selves stand out with their product or service, accompanied with phenomenal customer
service. Once this has been done customer satisfaction and loyalty will be gained. "Acquiring a new
customer can cost four or five times more than keeping a current customer" (Bestmark, 2013). So it's
essential to keep the current customer's happy and coming back for more.
Some of the ways that businesses can build loyalty would be by offering loyalty programs,
Interacting with customers, surveys, creating institutional ties, and personalized marketing. Another
way to build loyalty is to treat your employees so well that they treat your customers well. If you
have happy employees they will treat your customers happy. "The link between satisfaction and
loyalty however is not proportional" (Kotler, Keller, 2009, p71), so businesses must

Literature Review Literature On Cafeteria Food
Literature Review
Introduction
Several studies have shown that food quality, variety of food, atmosphere, service quality, and price
that have a effect on dining satisfaction and return intention as it has been related to increase sales,
revenue, and customer loyalty. (Qu, 1997; Kivela, Reece & Inbakaran, 1999; Pettijohn, Pettijohn &
Luke, 1997; Lee, 2004). However, according to Lee (2004), dining environment, price and nutrition
information, and employee competency are considered the most influential factors in determining
college student's satisfaction level. The customer satisfaction is not only influenced by service
quality perceptions but also by personal preferences, situational factors and price (Aldridg &
Rowley, 1998; Patterson &...show more content...
Price fairness means the judgment of whether an outcome and the process to reach an outcome
are reasonable or acceptable (Bolton Shankar, 2003). The price to be paid for a services and
foods determines the level of quality to be demanded (Soriano, 2003). He also stressed out that the
price (value) of the meal and service are equally important when compared to other service
dimensions. The recent studies by Ng (2005) and Xi and Shuai (2009) did consider price and value
in assessing students' service quality in dining hall services. Martin–Consuegra, D., Molina, A. and
Esteban, A. (2007) found that perceived price fairness positively influences customer

Literature Review
Part One: Customer Satisfaction
2.1.1Introduction to Customer Satisfaction:
Customer Satisfaction is one of the main topics rises recently. Before years there was a revelation of
a customer service to concentrate on customer, to treat with him in a better way, to please and fulfill
his demands of the customer. In order to achieve that, researchers analyzed the customer population
then took random samples and after that generalized the results and came with procedures to treat
and please the customers. The first thing is spark in the satisfaction of the customer concept added to
the private sector, later applied to the other sectors.
Customer satisfaction represents a set of business processes touching on all aspects of...show more
content...
Cheefy defined it as ' the extent to which a customers' expectations of product quality, service
quality, and price are met.'
The reality of Customer Satisfaction is in the eyes of the beholder – the customer. And all about how
to meet the expectation of those customers and even exceeding those expectations.
According to Business Dictionary definition it is 'the degree of satisfaction provided by the good or
service of a company as measured by the number of repeat customers.'
Or it is "the number of customers or percentage of total customers, whose reported experience with
a firm, its products, or its services (ratings) exceeds specified satisfaction goals." (Paul W. and
others, 2010).
Customer satisfaction can be experienced in a variety of situations and connected to both goods and
services. It is a highly personal assessment that is greatly affected by customer expectations.
Satisfaction also is based on the customer's experience of both contacts with the organization and
personal outcomes.
Some researchers define a satisfied customer within the private sector as "one who receives
significant added value" to his/her bottom line–a definition that may apply just as well to public
services. (Cengiz,

The Quality Of The Accommodation Services Essay
CHAPTER ONE
1.0 INTRODUCTION
The quality of the accommodation services consists of 'the ability of a product or service to meet
the needs, requests and expectations of clients' (ZimГЎkovГЎ, 2010). Jones (1998) argued that
customers are only worried about whether the services of an accommodation establishment they are
to be offered are of the standard that they expect. Guests expect the quality of service, which is in
line with their requirements, service that conforms to the promise to perform set by an establishment
in its marketing efforts. Hogan (1994) suggested that service quality is a degree of how well the
establishment's service level conforms to customer expectations. Johns (1995) argued that it is how
the customer views the service provider of an accommodation establishment that expresses whether
the level of service he or she offers is satisfactory. When a service failure happens, an organization
ought to put plans in place to 'bring back' clients to a state of satisfaction (Boshoff and Staude,
2003:9). Griffin (2001:95) and Evans (2002:195) noted that accommodation establishments should
carry out a 'win back' programme to retain valuable clients lost to the establishment. An
accommodation establishment ought to plan ahead for service recovery. If it is fruitful with service
recovery, this can result in an increase in the level of customer satisfaction (Baron and Harris,
2003:64).
In this regard, it is very important that accommodation establishments deliver high

Review of English Semester Essay
English 101–60 has taught me many things and has helped me grow and develop my skills as a
writer. It has taught me how to think more creatively and use clear concrete details. In the
beginning of the semester, our first writing assignment was a narrative journal entry that focused on
writing about an uninteresting moment from your life and making it interesting. This was a
challenging assignment because it was a broad topic that allowed the writers to take it in any
direction. I remember thinking I had no idea what I am going to write about. Once I was able to
narrow down the ideas I started writing what a traumatic experience I had six years ago. This was
when I underwent the surgical procedure, to remove my gallbladder. My main focus...show more
content...
Once I found that topic, I was able to start writing the research paper, My group faced a couple of
challenges along the way. One of the biggest challenges we faced was all of us meeting the length
requirement because were all still in the beginning stages of the assignment. The workshop group
was a new experience for me because I have never worked with that many person, this kind of
overwhelmed me because there was so many opinion on one paper. The groups weakness was,
our lack of organization. Fortunately, we were able to make this up with all of us being very
truthful towards each other and not sugarcoating the revisions we suggested among our papers.
We all accomplished the beginning stages of writing our research papers and making sure
everyone had their thesis there. Over the semester I have been challenged and intrigued over and
over by the content of this course and the professor, who thought I could develop a fairly strong
paper if it was not for all my grammatical errors. It has been a very enlightening and enthralling
experience that has taught me a new way to write a paper. In high school there was only one way
to write and that was it. I think that this class is a great way for students to think out of the box,
rather than having to be stuck. It allows them to write more freely about a subject, and I am very
thankful for that. I have learned many new skills and improved the skills I already

This chapter will look to the literature review of quality service, customer satisfaction and intention
to revisit including Thomassen satisfaction theory. This research will also discuss what theory is
best suited to Health care.
The literature review "is the part of the thesis where there is extensive reference to related research
and theory in your field; it is where connections are made between the source texts that you draw on
and where you position yourself and your research among these sources". (Ridley,2008).
2.1 Theoretical Background The definition of Thomassen and SERVQUAL model by Parasuraman
will be used in the research, given the importance of perception. This meshes well with the service
offerings of AKUH, which fall into...show more content...
Kotler & Keller (2008) build on this definition, stating that customer satisfaction is determined by
"the degree to which someone is happy or disappointed with the observed performance of a
product in relation to his or her expectations". Performance that is below expectations leads to a
dissatisfied customer, while performance that satisfies expectations produces satisfied customers.
Expectations being exceeded leads to a "very satisfied or even pleasantly surprised customer"
(Kotler & Keller, 2003, p. 80). The definition of Zeithaml & Bitner (2003) is slightly different from
that of Thomassen: "Satisfaction is the consumer fulfilment response. It is a judgement that a
product or service feature, or the product of service itself, provides a pleasurable level of
consumption–related fulfilment." The emphasis of Zeithaml & Bitner is thus on obtaining a certain
satisfaction in relation to purchasing A healthcare organization's reputation for its commitment to
quality and patient–centered customer service stands as the main criteria for individuals in choosing
a healthcare service provider (Stavins,2006). "Therefore, measurement of patient satisfaction and
incorporating results to create a culturewhere service is deemed important should be a strategic goal
for all healthcare organizations"(Stavins,

Reflective Literature Review
This essay will review the literature to critically explore the value and purpose of reflective practice.
There has been a rapid increase in the ides of critical reflective practice over the last few decades,
(Gould, 2004). Before we look at the value and purpose of reflective practice, it is important to take
in account 'reflective practice' carries multiple meanings from the idea of professionals engaging in
self–analysis to that of engaging in critical dialogue with others. For example, with reference to
teacher education, Larrivee, (2000) argues that reflective practice is fusing together personal beliefs
and values into a professional identity whereby critical reflection can take place without staying
trapped in unexamined assumptions and expectations of our professional practice. Therefore, from
this, it can be concluded that as a teaching professional, it is important to develop reflections on ones'
professional and pedagogic knowledge to set aspirational goals for a continuing personal and
professional development, in other words, it is a way of life.
Schon (1983), identifies two types of reflection; reflection–on–action (after–the–event thinking) and
reflection–in–action (thinking while doing). This clearly distinguishes that reflection can occur
whilst the action is carried out as it can still benefit the situation rather than reflecting on how things
will be done differently for next time. This tool can be effective as it will allow the professional to
assess

Hotel Literature Review
2. Literature Review
2.1 Why the hotel industry
The focus is on the hotel industry because; the geographical location of a hotel has a major impact
on its operations and profitability (Namasivayam, K., Enz, C. A., &
Siguaw, J. A. (2000). Furthermore geographical location of a hotel greatly determines the profile of
its visitors, the size of its market and the level of competition that it has to face. These three
variables also have a strong impact on the ICT adoption tendency of a hotel. This is because the ICT
adoption tendency of a hotel can be linked mainly to its expectations about the value addition that
ICTs can provide to its customers, as well as the belief about the expansion of its target market
through ICTs. A hotel will therefore be more inclined to adopt ICTs if it
...show more content...
Some of the world's largest GDS (Global Distribution
System) namely Sabre, Galileo, Amadeus and Worldspsan are examined. Besides analyzing the
telecommunication technologies in the industry, the hospitality sector, entertainment sector,
transport sector, management sector and other intermediaries have been diligently explored.
2.5 ICT in Tourism and Hospitality Sector
Parsons and Oja (2013) mention online reservations systems as one of the greatest impacts of ICT
on tourism and hospitality sector. Major travel companies such as
Expedia, Orbitz, and Thomas Cook, as well as, medium and even small sized tourism and hospitality
firms have online reservation functionalities on official company website. Online reservation
capabilities provide substantial cost saving opportunities for businesses in tourism and hospitality
sector that otherwise would have been spent on human resources making reservations in a manual
manner.
Moreover, according to Mihalic and Buhalis (2013), while the majority of businesses in tourism and
hospitality sector have adopted various components of ICT to

Literature Review On Restaurant
Literature Review
1. Introduction
1.1 Research Question
Singapore has become a very competitive market for the fine dining restaurant segment. How do
restaurants compete in attracting affluent customer?
1.2 Research Model
The research will examine aspect of fine dining industry in Singapore. I will be assessing the
competitive strategy of western fine dining restaurant in term of retaining existence customer and
attracting new one. In order to identify retaining successful customer I will undertake survey in term
of customer satisfaction and willing to pay. I will also interview restaurant's managers who handle
strategy and execution in order to develop attracting new customer. Last I will conclude with a good
strategy would help a restaurant...show more content...
The most important of which ideas showed the relationship among three structural models:
continuous leaning culture, HRM practices and training success. The paper also showed me how
to the significant of HRM practice influence to training program success. Plus it also showed the
evidence of risk of not paying attention on these issues could generate organizational culture
employee turnover, low competence advantage that reveal poor HRM management. However this
research demonstrated how to retaining and training employee, which is significant to enhance
employee's skills and knowledge. One of the effect of this paper I will use for my research are
formulates relationships between employee and culture, and training process to produce a good
outcome service. Then I will study the impact of employee skills and knowledge on service
quality. This is because the research used formulate employee satisfaction of their job by providing
training and improving their skills. It's essential to give employee more opportunities to
performance a higher quality service and it is also generate a distinctive service

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