Author
Özgen, Hanım Kader Şanlıöz
Publication Date
2013
Publication Place
-
Dokuz Eylül University
Subject
Customer orientation, Five star hotels, Antalya, Customer orientation, Five star hotels
Type
Periodical
Language
Turkish
Digital
Yes
Manuscript
No
Library
Özyeğin University
Library Asset ID
1303-0027
Record ID
a924210d-9466-497e-b1b6-8aa744cc323a
Library Location
Hotel Management
Date
2013
Sample Text
Although the understanding of market orientation has developed since the 1950s, it was not until the 1990s that the customer orientation approach, which is the key component of this understanding, became the subject of research. Customer orientation, which places the consumer as the focal point, has led to the planning and implementation of product and service production processes in many sectors in this direction. The aim of this study is to determine the reflections of the customer orientation approach on hotel services. The data collected with the interview form consisting of semi-structured open-ended questions was subjected to content analysis. As a result of the study, eight common features that show the customer orientation of hotels were identified and it was determined that they carried out various applications in the dimensions of capacity utilization, satisfaction measurement systems and personalized service concept. Being the key component of market orientation concept which has developed since 1950s, customer orientation has become a subject of research only in 1990s. Defining its focus as the consumer, customer orientation led the planning and implementations of products and service processes in many sectors according to this approach. The aim of this study is to identify the reflections of customer orientation approach on hotel services. The data was collected through a semi-structured interview form constructed of open ended questions, and analyzed employing content analysis technique. As a result of the study, eight common features showing the customer orientation have been identified in hotels. Another finding of the study is that hotels effectuate various implementations in the dimensions of capacity using, satisfaction measurement systems and personalized service approach
Cilt
14
