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2021 | OriginalPaper | Chapter

Managing Customer Expectations: A Study of Two Four-Star Hotels in Malaysia and Singapore

Authors : Sriram Suryanarayanan, Shwetha Rani Srinivasan, Wenxin Lin, Linxin Wang, Jagdeep Kaur Sabharwal

Published in: Service Excellence in Tourism and Hospitality

Publisher: Springer International Publishing

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Abstract

Successful management of customer expectations is an extremely important factor in achieving customer satisfaction. A hospitable culture and user-friendly technology are required to meet customers’ expectations. While technology can have a major impact on customer satisfaction, the various cultural backgrounds of guests also have a significant influence. In the paper, the hotel guests’ cultural backgrounds were studied to understand this aspect’s influence on their expectations and satisfaction. Three major cultural factors, namely brand identity (domestic vs. foreign), customers’ native language, and their country of residence, were observed and analyzed to determine guests’ expectations. The research study used a qualitative design to analyze the data, collected from field observations at two hotels: a Singapore hotel and another in Malaysia. Reviews were also collected from hotel booking websites, in order to understand how the hotels satisfy guest expectations.

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previous chapter Creating Excellent Guest Experiences: Servicescape and Processes

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Title: Managing Customer Expectations: A Study of Two Four-Star Hotels in Malaysia and Singapore
Authors: Sriram Suryanarayanan
Shwetha Rani Srinivasan
Wenxin Lin
Linxin Wang
Jagdeep Kaur Sabharwal
Publisher: Springer International Publishing
Book: Service Excellence in Tourism and Hospitality
Print ISBN: 978-3-030-57693-6

Electronic ISBN: 978-3-030-57694-3

Copyright Year: 2021
DOI: https://doi.org/10.1007/978-3-030-57694-3_4