How do pet hospitality businesses respond to customer expectations?
Saarnivaara, Tina (2021)
Lataukset:
Saarnivaara, Tina
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021120323541
https://urn.fi/URN:NBN:fi:amk-2021120323541
Tiivistelmä
Services have a long history and throughout the years, there has been an increased need of developing these services to fit the needs and the desired level of what should be in the eyes of the customers´. People´s past experiences are one of the factors that will effect on what is on their mind their service quality standard, perceptions, and expectations.
This research-based thesis focuses on expectations and how do pet hospitality businesses respond to their customers expectations. Furthermore the author will explain about pet care industry and its services, pet hotels, characteristics of pet boarding facilities and finally factors that influence expectations. Customer satisfaction is strongly linked to services and expectations, therefore it was also discussed about the importance of customer satisfaction in service management.
Everyone have expectations and they are unconsciously or consciously effecting the perceived level of service. Perceived service level will determine how well the service actually met or did not meet the expectations one had towards a certain service. Expectations are a topic that has been researched under many different fields.
Focusing on expectations, the main research question involves the term pet hospitality business respond to these expectations. This was done by conducting qualitative semi-structured interviews, analyzing the results as well as supporting this by the existing literature. It turned out that not one of the existing literatures focuses directly on how do pet hospitality businesses respond to their customer´s expectations, therefore the author strongly believes how there is a need for further research under the similar topic.
Outcome of this thesis provides enough results for the author about how the pet hotels respond to their customer expectations. Furthermore, the outcome gives the justification of why there is need for more research in the field of pet hotel businesses.
This research-based thesis focuses on expectations and how do pet hospitality businesses respond to their customers expectations. Furthermore the author will explain about pet care industry and its services, pet hotels, characteristics of pet boarding facilities and finally factors that influence expectations. Customer satisfaction is strongly linked to services and expectations, therefore it was also discussed about the importance of customer satisfaction in service management.
Everyone have expectations and they are unconsciously or consciously effecting the perceived level of service. Perceived service level will determine how well the service actually met or did not meet the expectations one had towards a certain service. Expectations are a topic that has been researched under many different fields.
Focusing on expectations, the main research question involves the term pet hospitality business respond to these expectations. This was done by conducting qualitative semi-structured interviews, analyzing the results as well as supporting this by the existing literature. It turned out that not one of the existing literatures focuses directly on how do pet hospitality businesses respond to their customer´s expectations, therefore the author strongly believes how there is a need for further research under the similar topic.
Outcome of this thesis provides enough results for the author about how the pet hotels respond to their customer expectations. Furthermore, the outcome gives the justification of why there is need for more research in the field of pet hotel businesses.