Informing future development strategies for customer service approaches: A case-study comparison of Jet Airways and Marriott Hotels.
Sali, Ketan C.
Cardiff Metropolitan University
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Customer care can be argued as the soul of service industry. The study of the same can help any organisation to know where the organisation is lagging and hit upon the strengths of the firm. The following research can be said as the study if how the customer service is taken into consideration in practicality and what different authors have to say on the subject. Quality has become one of the most important aspects in service industry. Many researchers have attempted to understand its importance and tried to derive methods in which quality can be measured in service industry. The findings highlighted both positive as well as negative aspects of the two companies involved in the research. The research ends with a set of recommendations that aims to improve the service quality of the two companies used in the research, to become more competitive in the market.
MSc Hospitality Management
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