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a great extent, the combination of this travel and tourism has also helped in building up
hospitality industry. (www.expresshospitality.com viewed on 03-Jan -2011)
RESEARCH SUITABILITY
The topic that I have chosen for research relates to me very well. In the present day scenario, the
global market trend sights that the survival of the fittest companies are competing with each
other and the quality and service that these companies provide are the key concept for any
companies' growth. My research is focused much towards the support and service that is
provided after occupying the hotel room and for any organization it would be a basic foundation
concept to satisfy their customers and understand the need of their customers. As we can see
many of the leading MNC's are paving their path to countries, which could provide them with
services with better quality.
LITERATURE REVIEW
The hospitality industry is one of the largest employers in most of the countries with being
geographically dispersed in different sectors. The globalization of the industry has advanced
under the influence of the "advances in technology, transportation and communication,
deregulation and elimination of political barriers as well as thriving competition in the global
economy (Clarke and Chen, International Hospitality Management ,w. 2007). The hotel as a
whole is basically a mix of five characteristics: its location, its mix of facilities, its image, the
services that it provides and the price it charges (Holloway and Neil Taylor, 2006, Pg. 2003).
As said by Amadeus, "the global hotel industry is driven by globalization, new
Technology and a new breed of customers". The hospitality industry, which has been with
unparalleled opportunity, is undergoing a period of extraordinary transformation. A report
accredited by the Amadeus group to learn about the hotel industry, recommended that the
hospitality industry stand to face major difficulties from the emerging new technologies such as
bookings through tele or mobile phones and from the online social networking sites. Guests can
now easily exchange views about what they think of the hotels through social networking.
Quality is now given more priority than before. Hotels are under threat to deliver the highest
standards of excellence as the knowledge and level of exposure of travelers has increased. The
hotels have been awaiting to modify their technology and communication systems
as mobile booking has expected to become a very common practice.(HayHurst,2008).
In recent years, the organizations in the hospitality industry are undergoing a
great deal of distract as due to the pressure of globalization, the competitive forces
within their businesses have been modified. Therefore, in order to survive, most companies have
realized that they must frame a competitive advantage by relying on their employees to improve
the quality of delivery (George Bohlander, Scott Snell, 2009 - Business & Economics)
Hoteliers are now able to identify the value of risk taking, novelty, and the intense search for
opportunities as primary drivers of growth and value creation (Jogaratnam G., Vol. 18 No. 6,
2006). In addition, there has been an increase in the usage of technology as a mode of making
online reservations through several distribution channels. These channels can be interpreted as an
organized and serviced system that is paid for, out of the marketing budget and is used to provide
an access to the customers, who are away from the location of production and consumption
(Middleton and Clark, Marketing in Travel and Tourism, 2001).
Usually in India, customers would make a reservation by either directly approaching the hotel or
by booking through a travel agent. However, now the electronic distribution channels like the
Global Distribution System (GDS) and the internet have been steadily gaining popularity. (Dabas
and Manakt., Vol. 19 No. 5, 2007). Because of the perishable nature of the inventories, its very
crucial for the hotel to have an economical distribution. (O'Connor ,Vol. 4. pg 1-15, 2002).