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Master Thesis

La qualité du service dans les hôtels de grande capacité

Abstract : From heavy industry and mass production to customer relationship and the creation of the experience, quality has undergone an exceptional evolution in concept over the past two centuries. Ensuring business prosperity, team cohesion and customer satisfaction, followed by customer retention are the main pillars to be considered in interdependence to ensure success and continuity. But the challenge stands in the details and constant attention from all actors is essential to achieve the goals. In the example of the large hotels that we have chosen to analyse, the daily flows of customers are high, the actors are multiple and the details are easy to forget. Succeeding in creating a good image for the customers in order to gain their trust begins with an exemplary internal organization based on the corporate identity, created in consultation with management and employees. Communication, human relations within teams and with customers, exchange and empathy will make the difference between a service provided just by following the quality standards and an experience thought out and designed to meet and exceed customer requirements, to amaze him.
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Contributor : Irest Paris 1 Panthéon-Sorbonne Connect in order to contact the contributor
Submitted on : Tuesday, June 29, 2021 - 5:03:14 PM
Last modification on : Friday, April 29, 2022 - 10:13:00 AM


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  • HAL Id : dumas-03274066, version 1


Olivia Negura. La qualité du service dans les hôtels de grande capacité. Gestion et management. 2020. ⟨dumas-03274066⟩



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