代写英文论文:酒店服务和客户体验

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28/10/2020

代写英文论文:酒店服务和客户体验

在这篇文章中,调查床单的人联系的经理是将其作为工作考虑的一部分,而不是作为招待或价值考虑的。那些没有换过床单或工作粗心大意的工人可能也不会欣赏到他们所表现出来的友善的价值。他们可能把换床单看作是另一件事,也可能没有充分意识到他们必须承担的义务。

“事实上,很少有员工,或者是企业家,进入商业领域的酒店员工没有一些酒店在国内的经验设置”(拉什利,2017年,p . 5)。员工必须因此承载他们学到的价值观私人/家庭域到他们的工作场所设置,为了欣赏他们如何能更好的满足客人,无论是在商业或非商业私人/家庭设置。

代写英文论文:酒店服务和客户体验

当谈到酒店服务和客户体验时,另一个失败是需要平衡有形和无形的因素来提供客户体验(Balmer & Baum, 1993)。通常,在酒店环境中,为客户创造的氛围只考虑有形的元素,如空间、时间等。情感方面的问题,如为顾客创造难忘的体验,也会被处理,但被认为不仅仅是基本的需求,特别是基于酒店不同的星级评级。例如,在这个提供床单的特殊酒店,空间和更多被认为是基本元素。然而,忽视新床单的提供,没有创造难忘的体验。只有当顾客有了难忘的体验,他们才会想再来酒店。

赫茨伯格(1966)的动机概念提出了场所的物理方面,如设施、床单、餐饮等,作为不满意因素,而情感因素是真正产生客户满意度的因素,而好客的质量在这里是缺失的。

结论

所选的媒体文章揭示了酒店在酒店体验的商业化过程中可能会因为真正的好客性的丧失而受到影响。酒店必须从私人/国内酒店领域中吸取经验教训。酒店应该尝试通过平衡情感元素和有形元素需求来履行自己的义务。这样做,酒店业将真正恢复到一个更加平衡的运营。

代写英文论文:酒店服务和客户体验

In the given article, the manager who was approached by the people investigating the bed sheets approached it as part of a work concern, and not as a hospitality or value concern. The workers who had not changed the sheets or who were careless in their work might also not have appreciated the hospitableness value that they were rendering. They might have seen the changing of the sheets as yet another work and might not have fully appreciated the obligation that they had to vouchsafe to serve.

“Indeed, few employees, or would be entrepreneurs, enter the commercial sectors of hospitality as workers without having some experiences of hospitality in domestic settings” (Lashley, 2017, p. 5). The employees must hence carry forth the values they learnt in a private/domestic domain into their workplace settings, in order to appreciate how they could better satisfy the guests, be it in a commercial or non-commercial private/domestic setting.

代写英文论文:酒店服务和客户体验

When it comes to hospitality and customer experience, another failure is the need to balance between tangible and intangible factors to provide customer experience (Balmer & Baum, 1993). Usually, in a hotel environment, the atmosphere created for the client only takes into account tangible elements like the space, the time, etc. Emotional side of the issues such as creating memorable experience for the customer is also handled but is considered as something more than a basic need, especially based on the different star ratings of hotels. For instance, in this particular hotel providing bed sheets, the space and more are considered as basic elements. However, in overlooking the provision of new sheets, the memorable experience is not created. Only when customers have memorable experiences, they will want to come back to the hotel.

Herzberg’s (1966) concept of motivation presents the physical aspects of the place, such as facilities, the bed sheets, meals and drinks, etc., as dissatisfiers, and emotional elements are the ones that truly produce customer satisfaction and that quality in hospitableness is missing here.

Conclusion

The selected media piece reveals how hotels in their commercialization of the hospitality experience might suffer because true hospitableness is lost. The hotels must try to incorporate learnings from private/domestic domain of hospitality. There are ways that hotels should try to meet their obligations by balancing emotional elements with tangible element needs. In doing so, the hospitality industry will truly be restored to a more balanced operation.

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