The paper "Beach Resort Hotel Stays in Thailand" is a great example of a Management Case Study. Beach resort hotels are service organizations because of high customer involvement and long stay duration. In Thailand, the competition in beach resort hotels is high and is influenced by numerous management and marketing constructs such as customer loyalty, corporate image, customer satisfaction, customer perceived value, and service quality. These numerous factors can be viewed through the comprehensive hierarchical model. The aim of the comprehensive hierarchical modeling is to analyses the interrelationships and service quality measurement model between the higher-order constructs through the use of single sample perceptions.
The aim of the paper is to utilize comprehensive hierarchical modeling in Beach Resort Hotel Stays in Thailand. Primary Dimensions The primary dimensions discussed include interaction quality, physical environment quality and outcome quality (Aigbedo & Parameswaran, 2004). In interaction quality, the variables discussed are employees’ problem-solving skills, employees’ professionalism and employees’ attitudes (Akter, D’ Ambra & Ray, 2010). In physical environment quality, the menu design, the design and layout, and the dé cor and ambiance are discussed. The outcome quality discussion is based on sociability, waiting for time and quality of food. Interaction Quality The interaction quality discusses the interaction between the customer and the employees.
It contributes to customer satisfaction and perceptions of the customer in the service delivery (Akter, D’ Ambra & Ray, 2010). The influence of interaction strengthens or weaknesses the perception of the customer on other facets of the Beach Resort Hotel Stays in Thailand (Bhattacharya & Singh, 2008). For example, it can address the shortcomings of the physical environment and address concerns due to outcome quality. Hence, interaction quality is integral in addressing and advancing the requirements of Beach Resort Hotel Stays in Thailand (Hu, Kandampully & Juwaheer, 2009).
The interaction quality affecting Beach Resort Hotel Stays in Thailand include employees’ problem-solving skills, employees’ professionalism, and employees’ attitudes. Employees’ Problem-Solving Skills In Beach Resort Hotel Stays in Thailand, the customers face numerous challenges and sometimes make demands, which are challenging (Fu & Parks, 2001). It means that experienced and employees with problem-solving skills should be available to address the requirements of the customers. The demands from the customers are different meaning the employees have to have the skills to address such requirements (Brady & Cronin, 2001).
Moreover, the urgency and the nature of the order also forces the employees to have skills to address the problem. The success of the problem-solving skills depends on the accomplishment and perception of the customers (Clemes, Gan & Ren, 2011). In certain scenarios, the customers may be forced to request further assistance from the managers, but an effective employee is able to address the requirements of the customers (Akter, D’ Ambra & Ray, 2010).
Solving these problems is integral in employee operations at Beach Resort Hotel Stays in Thailand. Employees’ Professionalism Beach Resort Hotel Stays in Thailand understand the importance of professionalism and employs different approaches to ensure the interaction between the customers and employees is professional in nature (Aigbedo & Parameswaran, 2004). The professionalism is attributed to the skills and experience inclusive of continuous development and training (Chen et al. 2011). Beach Resort Hotel Stays in Thailand employees understand the different requirements and the behavioral approaches to fulfill the requirements of the customers (Akter, D’ Ambra & Ray, 2010).
The professionalism approach employed at Beach Resort Hotel Stays in Thailand include aspects of integrity, accountability, responsiveness and provision of quality services based on guiding principles.
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