Customer Satisfaction

It is important to determine if a tourism or hospitality business is using effective marketing strategies to bring in customers and keep them returning.

For this assignment, talk to two family members, friends, or neighbors, and ask them to think about a hotel they stayed in that was a good value. Inquire what made the hotel a good value. What was their perception of the hotel’s customer services; were they satisfied? Would they return? Did the hotel have an effective strategy to bring in customers and leave them wanting to return? Discuss the potential marketing strategies that attracted them to this hotel, and explain why these strategies were effective. Were there some marketing ideas that you found to be awkward or off-putting? Why? Evaluate the experience in an overall group of statements.

Record a summary of their comments. In addition, analyze the hotel’s existing market segments and input from those who gave insight to determine the hotel’s viable strategies.

Your paper should be a minimum of two pages. Use APA format for your paper, including in-text citations for your personal communications with interviewees (proper APA format for personal communication can be found below). If you use content from the textbook, be sure to include this on a reference page (not included in the page count for this assignment).

Example: How to cite a personal communication source: J. M. Newsome (personal communication, May 30, 2017) expressed … or …span of time (V. P. DeLuca, personal communication, August 9, 2017). Course Textbook(s)

Kotler, P., Bowen, J. T., Makens, J. C., & Baloglu, S. (2017). Marketing for hospitality and tourism (7th ed.). Boston, MA: Pearson.

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