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Managing the Hotels Service Products and E-Services. Case Study: Researching Tourists’ Satisfaction Regarding the Hotels Services in Romania

Author

Listed:
  • Laura Cristina MANIU

    (Romania-American University, The Bucharest Academy of Economic Studies, Bucharest, Romania)

  • Andreea MARIN-PANTELESCU

    (Romania-American University, The Bucharest Academy of Economic Studies, Bucharest, Romania)

Abstract

The objective of a hospitality business is to provide guests with a place where they feel welcome and appreciated, and where they can relax and have an enjoyable experience. Service is what an establishment does to and for its guests to achieve this objective. Service is not about smiling and servility. It is a strategy that considers the customer while serving the interests of the hotel. Service excellence gives an organization a competitive edge. Outstanding service makes a lot of money for a hospitality industry because the business of a hotel is people. The paper tries to define the hotel service as a product that requires objectives, strategies, and measurable management criteria. A quantitative marketing research about tourists’ satisfaction regarding the hotels services in Romania accompanies the paper and highlights the importance of the hotels service products and e-services in the globalization age.

Suggested Citation

  • Laura Cristina MANIU & Andreea MARIN-PANTELESCU, 2012. "Managing the Hotels Service Products and E-Services. Case Study: Researching Tourists’ Satisfaction Regarding the Hotels Services in Romania," Journal of Knowledge Management, Economics and Information Technology, ScientificPapers.org, vol. 2(1), pages 1-13, February.
    • Handle: RePEc:spp:jkmeit:1255
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    Citations

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    Cited by:

    1. Adina-Roxana Munteanu & Raluca-Daniela Rizea & Anca Gabriela Ilie & Roxana Sârbu, 2014. "Investigating Potential Strategies for Increasing Tourism Competiveness at the Black Sea Shore," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 16(Special 8), pages 1253-1253, August.
    2. Dalilawati Zainal & Norhayah Zulkifli & Zakiah Saleh, 2013. "Corporate Board Diversity in Malaysia: A Longitudinal Analysis of Gender and Nationality Diversity," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 3(1), pages 136-148, January.

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