The Impact of Resource Management on Client Satisfaction in the Hospitality Industry

  • Authors

    • Dr. Chen Wei Professor, Peking University, China. Author
    • Dr. Liu Fang Associate Professor, Tsinghua University, China. Author

    DOI:

    https://doi.org/10.67228/30715628/IJMIET-2023PI8G1U

    Published 02-04-2023

  • Resource Management, Client Satisfaction, Hospitality Industry, Human Resource Management, Service Quality, Operational Efficiency, Technology in Hospitality, Sustainable Practices, Guest Experience, Best Practices

    Issue

    Vol. 6 No. 1 (2023)

    Section

    Articles

    How to Cite

    [1]
    C. Wei and L. Fang, “The Impact of Resource Management on Client Satisfaction in the Hospitality Industry”, ijmiet, vol. 6, no. 1, pp. 01–11, Feb. 2023, doi: 10.67228/30715628/IJMIET-2023PI8G1U.

  • Abstract

    This paper examines the critical role of resource management in influencing client satisfaction within the hospitality industry. By analyzing various types of resources including human, physical, financial, and technological resources—the study explores how their efficient allocation directly impacts the quality of service and the overall guest experience. It highlights the challenges faced by hospitality providers in balancing resource constraints with the need for high-quality service delivery. Furthermore, the paper provides an overview of best practices and strategies in resource management, such as forecasting, staff training, and the integration of technology, which contribute to enhancing client satisfaction. Through case studies and industry examples, this research underscores the importance of effective resource management in creating memorable and satisfying experiences for guests, thereby improving client retention and business success.

  • References

    [1] Rahimi, R., & Kozak, M. (2017). Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain. Journal of Travel & Tourism Marketing.

    [2] Nazir, S., Khan, S., Jamil, R. A., & Mahmood, Q. S. (2014). Impact of Customer Relationship Management on Customer Satisfaction in Hoteling Industry. Journal of Management Info.

    [3] Sota, S., Chaudhry, H., & Srivastava, M. K. (2020). Customer Relationship Management Research in Hospitality Industry: A Review and Classification. Journal of Hospitality Marketing & Management.

    [4] Rahimi, R., Köseoglu, M. A., Ersoy, A. B., & Okumus, F. (2017). Customer Relationship Management Research in Tourism and Hospitality: A State-of-the-Art. Tourism Review.

    [5] Ramaj, A., & Ismaili, R. (2015). Customer Relationship Management, Customer Satisfaction and Loyalty. Academic Journal of Interdisciplinary Studies.

    [6] Nawawi, W. N., & Ishak, F. A. (2023). The Elements of CRM and Their Impact on Customer Satisfaction: A Study of Five-Star Hotels in Malaysia.

    [7] Zaki, M., & Neely, A. (2019). Customer Experience Analytics: Dynamic Customer-Centric Model. Journal of Business Research.

    [8] Kumar, V., & Reinartz, W. (2018). Customer Relationship Management: Concept, Strategy, and Tools. Springer.

    [9] Buttle, F., & Maklan, S. (2019). Customer Relationship Management: Concepts and Technologies. Routledge.

    [10] Kansakar, P., Munir, A., & Shabani, N. (2017). Technology in Hospitality Industry: Prospects and Challenges.

    [11] Vargas-Calderón, V., et al. (2021). Machine Learning for Assessing Quality of Service in Hospitality Sector.

    [12] Perwej, A. (2012). Analytical Study of CRM and ERP Integration for Resource Management.

  • Downloads

Similar Articles

1-10 of 80

You may also start an advanced similarity search for this article.