Improvement of staff's service awareness in customer service : Case study for Sokos Hotel Kaarle
Liu, Chang (2013)
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023083125142
https://urn.fi/URN:NBN:fi:amk-2023083125142
Tiivistelmä
Today is the era of the service economy. Under the premise of same price and quality, service becomes an important weight in implementing differential strategy and creating comparative advantage.
The aim of the thesis is to create a structured frame to effectively improve service awareness in service companies and enable them to use it as an instruction manual to improve their service awareness and further to increase service quality and customer loyalty. Sokos Hotel Kaarle is taken as a case company.
The study investigates service quality dimensions, concrete reflection and influential factors of service awareness, means for improvement and so on in order to give theoretical support about main findings. Through research, Sokos Hotel Kaarle could measure the awareness level among staff and make modifications based on the result. Owning to the necessity of improvements, recommendations and suggestions are summed up for the case company.
A face to face interview with the general manager of the hotel and questionnaires among service employees are conducted to collect information from different levels to integrate bifacial perspectives and find potential problems.
The aim of the thesis is to create a structured frame to effectively improve service awareness in service companies and enable them to use it as an instruction manual to improve their service awareness and further to increase service quality and customer loyalty. Sokos Hotel Kaarle is taken as a case company.
The study investigates service quality dimensions, concrete reflection and influential factors of service awareness, means for improvement and so on in order to give theoretical support about main findings. Through research, Sokos Hotel Kaarle could measure the awareness level among staff and make modifications based on the result. Owning to the necessity of improvements, recommendations and suggestions are summed up for the case company.
A face to face interview with the general manager of the hotel and questionnaires among service employees are conducted to collect information from different levels to integrate bifacial perspectives and find potential problems.