BRIDGING THE SERVICE GAP IN THE HOTEL INDUSTRY: IDENTIFYING CHALLENGES AND ENHANCING CUSTOMER EXPERIENCE

Author (s) : Nandhini Shri, M. Balaji, Dr. S. Krishna Priya, Mrs.S.Ranganayagi

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Abstract :
The service gap in the hotel industry remains a critical concern for hospitality businesses striving to deliver exceptional customer experiences. This paper delves into the concept of the service gap, exploring the disparity between customer expectations and the actual service provided. The study identifies key challenges contributing to the service gap, including staff training, communication, service recovery, and technology integration. By analysing these factors, the research aims to propose effective strategies and best practices that hotels can implement to bridge the service gap, foster guest loyalty, and elevate overall customer satisfaction.

Keywords : Service Gap, Hotel Industry, Customer Experience, Customer Expectations, Service Quality, Staff Training, Communication, Service Recovery, Technology Integration, Guest Loyalty, Hospitality Management.

Conference Date : 30/08/2019

Pages : 233

Paper ID : 19224