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Customer value in the hotel industry: what managers believe they deliver and what customer experience

Nasution, Hanny and Mavondo, Felix (2008) Customer value in the hotel industry: what managers believe they deliver and what customer experience. International Journal of Hospitality Management, 27 (2). pp. 204-213. ISSN 0278-4319

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Abstract

Delivering value for customers has become a central theme in business. The paper examines customer value from two perspectives, i.e. that of service provider and that of the customer. A total 231 managers and 385 customers responded to the survey. The results indicate that managers’ perception of customer value is different to what customers’ experience as customer value. The differences persist across different classes of hotels. These results suggest there is a need to align management and customer perspectives to optimize customer value as delivered and experienced. Specifically, hotels should invest in customer understanding and customer linking activities.

Item Type: Article
Uncontrolled Keywords: ResPubID21786. customer value, service quality, hospitality industry, hotel industry, hotel management, hospitality management, managers, customers, business hotels, customer service, service provisions
Subjects: FOR Classification > 1503 Business and Management
FOR Classification > 1505 Marketing
Faculty/School/Research Centre/Department > School of Hospitality Tourism and Marketing
Depositing User: VUIR
Date Deposited: 11 May 2012 02:02
Last Modified: 11 May 2012 02:02
URI: http://vuir.vu.edu.au/id/eprint/7532
DOI: 10.1016/j.ijhm.2007.02.003
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Citations in Scopus: 26 - View on Scopus

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