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C/T/161. Dissertation. Service Strategy in Hilton Hotels

WORDS:
11550
DATE:
2011
PRICE:
119.99 GBP

The dissertation investigates the service strategy used by Hilton Group presenting a case study of Hilton hotels in Germany and the UK. Literature is reviewed on theoretical approaches to service strategy considering its influence on service quality, identifying the elements of service quality, etc. The background and current challenges faced by Hilton hotels are reviewed. The methods of the research include analysis of secondary data and a SERVQUAL analysis of primary data collected via a cross-sectional survey based on a questionnaire posted on Facebook. Conclusions are made about the need for service quality improvement and standardisation in Hilton hotels.

 

KEYWORDS: Dissertation, service strategy, service quality, Hilton hotels, hospitality,

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