- The Complete Research Material is averagely 69 pages long and it is in Ms Word Format, it has 1 - 5 Chapters.
- Major Attributes are Questionnaire, Data Analysis,Abstract.
- Study Level: BTech, BSc, BEng, BA, HND, ND or NCE.
- Full Access Fee: ₦6,000
Get the complete project »
ABSTRACT
The researcher examined the of customer and employee relationship on the management of Hospitality industry both privately owned and publicly owned establishment in Asaba Delta State. The objective is to determine whether cordial relationship exist between customer and employees in Hospitality establishment, to this end, the researcher is interested in determining if there is significant relationship between customer and employer in the Hospitality industry. The method used in the study is a case study of both public and private hotels in Asaba Delta state. Data for the study were obtained through questionnaire administered on 90 randomly selected samples of employees and customers of the selected hotels being studied. Data obtained were analysed using sample percentage statistical method while the hypotheses were tested using x2 method. Results reveals that good customer – employee relationship enhances effective management of Hospitality industry. Secondly, customer and employees relationship is seriously impacted by inadequate employee training and lack of motivation. The study, therefore recommends that “on – the job” training of staff should be organized and also staff of hotels should be better paid and should be given reasonable incentives. The activities and styles of both publicly and privately owned hotels are different. How employees handle and treats their customers was examined and identified. The reasons of employee behaviors towards customers was discovered and observed in several ways,(1) Lack of employee training on the job of hospitality (ii) Lack of motivation and incentives. From the study, it was argued that private Hotels are more effective than public hotels because of godfatherism in the system in the public Hotel. The study also went further to show how customers are poorly served and attended to in most hotels. The study also revealed that if employee are properly trained and motivated in the hospitality establishment, the employee will be more effective to customer’s services. Then customers will repeat patronage to enhance the growth of hospitality industry globally.
CHAPTER ONE
INTRODUCTION
1.0 BACKGROUND OF STUDY
The world Hospitality Industry has recently experienced a tremendous growth rate throughout the world. In fact Statistics have shown that Hospitality has today become one of ` the most promising and fastest growing industries in the service sector of the economy. More also Hospitality itself is as old as mankind and has been at the centre of the economy of Nations.
According to the Dictionary definition of customer, CUSTOMER is a patron: one who purchases or receives a product or service from a business or merchant, or intends to do so. A person, especially one engaging in some sort of interaction with others. There are five reasons why customers is always right before the employee.
The phrase customers is always right was originally coined by Harry Gordon Selfridge in London in 1909, and is typically used by businesses.
- To convince customers that they get good service
- Convince the employees to give customers good service fortunately more business are abundantly these maxim ironically because it lead to bad customer service
The existence of any business is dependent on the patronage of the customers. In the hospitality industry a customer is a person who visits a hospitality firm to enjoy the services of the outfit such as food, drink, and in some cases accommodation. The services are rendered on payment of reasonable price charged by the firm. A customer takes the centre stage in management policy for successful operation of a hotel industry. It is on this background that customers retention is invariably a crucial management function as it is significantly related to survival of a business. Hence workable strategies must be designed to achieve this goal on regular basis.
Reicheld (1995:45) defined a customer as an individual or company that purchases a product or service. The term customer is used to refer to both consumer and organizational market. Consumer market is made up of those customers that buy products and services for further production or sale of other products and services. In effect, a customer supports an organization by offering his/her hard earned money in exchange for what an organization offers. Hospitality industry is the business where providing services such as catering and entertainment takes place, Apaokagi (2010). Reicheld, (1995) explained that customer retention is the activity that a selling crganization (a hospitality firm) undertakes in order to reduce customer defections.
Dictionary defines Employees as an individuals who provides labour to an establishment or other person.
Many employee may have the opportunity of direct contact with customers in the two different establishment both private and public hotels. For some it will be a regular aspect of their job, for other Hotels whether private or public. Technical skills and technique are very important but equally for perhaps more important are sincere caring attitudes and manner with the food served in an environment that has an atmosphere that makes the customer feel at ease, wanted and welcome.
As competition and other environmental influences increase globally, it is obvious that there is growing emphases on quality improvement and error reduction in order to achieve customer satisfaction, retention and enhancing organizational value, (Iwarere, 2010) many companies and organizations have now acknowledges the critical importance of being customer-oriented and customer-driven in all their activities. Kotler [1997) asserts that as not enough to be product-driven or technology-driven, without bringing the power of customer into the centre of the business. So satisfy your customer or someone else will.
Management inadequacies resulting to bad consequences to employees during services to customers.
It makes employee unhappy, it give abrasive customers an unfair advantage, some customers are bad for business, it result in worse customer service, some customer are just plain wrong.
You either get what you want or your money back. T&C Apply
You can find more project topics easily, just search
-
SIMILAR HUMAN RESOURCE MANAGEMENT FINAL YEAR PROJECT RESEARCH TOPICS
-
1. GENDER CONSIDERATIONS AND ENTREPRENEURSHIP DEVELOPMENT IN NORTHERN NIGERIA
» CHAPTER ONE 1.1 BACKGROUND TO THE STUDY Individuals go into business for the sake of obtaining regular income, becoming self employed and also help ot...Continue Reading »Item Type & Format: Project Material - Ms Word | 41 pages | Instant Download | Chapter 1-5 | HUMAN RESOURCE MANAGEMENT DEPARTMENT
-
2. PHYSICAL WORKING ENVIRONMENT AND ORGANIZATIONAL PERFORMANCE
» CHAPTER ONE INTRODUCTION 1.1 BACKGROUND TO THE STUDY In today’s competitive business environment, organizations can no longer afford to waste th...Continue Reading »Item Type & Format: Project Material - Ms Word | 69 pages | Instant Download | Chapter 1-5 | HUMAN RESOURCE MANAGEMENT DEPARTMENT
-
3. PERSONALITY AND ITS EFFECT ON GROUP PERFORMANCE
» ABSTRACT Group performance in every organization is very important, as it depicts the overall performance of the organization. If various individuals ...Continue Reading »Item Type & Format: Project Material - Ms Word | 52 pages | Instant Download | Chapter 1-5 | HUMAN RESOURCE MANAGEMENT DEPARTMENT
-
4. COMMUNICATION AS A TOOL FOR THE EFFICIENCY OF WORKERS’ PERFORMANCE IN AN ORGANIZATION (A CASE STUDY OF AUCHI POLYTECHNIC, AUCHI)
» Abstract This research focuses on communication as a tool for the efficiency of workers’ performance in an organization. Based on the analysis o...Continue Reading »Item Type & Format: Project Material - Ms Word | 26 pages | Instant Download | Chapter 1-5 | HUMAN RESOURCE MANAGEMENT DEPARTMENT
-
5. MOTIVATION AS A MANAGEMENT TOOL FOR INCREASING THE PRODUCTIVITY OF WORKERS (A Case Study Of Enugu State Housing Development Corporation Enugu)
» ABSTRACT The important of this work is to investigate motivation as a management tool for increasing the productivity of worker in an organization. Th...Continue Reading »Item Type & Format: Project Material - Ms Word | 57 pages | Instant Download | Chapter 1-5 | HUMAN RESOURCE MANAGEMENT DEPARTMENT
-
6. CRITICAL STUDY OF THE EFFECT OF JOB STRESS ON NIGERIAN WORKERS: A CASE OF UNION BANK, UYO BRANCH
» CHAPTER ONE INTRODUCTION 1.1 BACKGROUND STUDY The workplace of the 21st century is a fast paced, dynamic, highly stimulating environment which brings ...Continue Reading »Item Type & Format: Project Material - Ms Word | 77 pages | Instant Download | Chapter 1-5 | HUMAN RESOURCE MANAGEMENT DEPARTMENT
-
7. EFFECT OF JOB SATISFACTION ON EMPLOYEE PERFROMANCE (A CASE STUDY OF AGIP OIL)
» CHAPTER ONE INTRODUCTION 1.1 BACKGROUND TO THE STUDY Attainment of a high level performance through productivity and efficiency has always been an org...Continue Reading »Item Type & Format: Project Material - Ms Word | 52 pages | Instant Download | Chapter 1-5 | HUMAN RESOURCE MANAGEMENT DEPARTMENT
-
8. ROLE OF TRAINING IN ENHANCING EFFICIENCY AND EFFECTIVENESS IN FEDERAL FIRE SERVICE
» CHAPTER ONE Introduction 1.1 Background to the study The efficiency and effectiveness of any workplace whether the private or the public sector largel...Continue Reading »Item Type & Format: Project Material - Ms Word | 52 pages | Instant Download | Chapter 1-5 | HUMAN RESOURCE MANAGEMENT DEPARTMENT
-
9. WORK-LIFE BALANCE AND ITS EFFECT ON EMPLOYEE PRODUCTIVITY (MERCHANT BANK)
» ABSTRACT Work Life Balance is increasing interest in academic literature, legislation and public sector. It is meaningful daily achievement and enjoym...Continue Reading »Item Type & Format: Project Material - Ms Word | 52 pages | Instant Download | Chapter 1-5 | HUMAN RESOURCE MANAGEMENT DEPARTMENT
-
10. TRAINING AND DEVELOPMENT OF HUMAN RESOURCES. A CRITICAL FACTOR IN BANKING OPERATIONS (A CASE STUDY OF FIRST BANK OF NIGERIA PLC.) ENUGU MAIN BRANCH
» CHAPTER ONE 1.1. INTRODUCTION PREAMBLE As man invented tools, weapons, clothing, shelter and language, the need for training because an essential ingr...Continue Reading »Item Type & Format: Project Material - Ms Word | 73 pages | Instant Download | Chapter 1-5 | HUMAN RESOURCE MANAGEMENT DEPARTMENT