The purpose of this dissertation is to select an existing hospitality organization, for example, a shopping mall, supermarket, hotel, or food and beverage organization in China or in your native country, and to identify the characteristics of its customers and their satisfaction levels, lastly to offer your recommendations in attracting more customers. The purpose can be fulfilled by the following steps:
Identify the unique service strategies currently utilized in this organization
Examine how these service strategies are implemented.
Evaluate the overall quality gap between customers’ expectations and perception of services.
Suggest recommendations to better serve customers in the future.
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|Tasks (including data collection, investigation, literature review, etc.) Requirement: The dissertation should include the following matters: IntroductionA brief history of the company Mission/Philosophy of the company The products and services that the company provided The key objectives of this study Situational Analysis (SWOT) (3-4 pages)The firm’s internal strengths and weakness The firm’s external opportunities and threats Customers Analysis (3-4 pages)The characteristics of customers The satisfaction level Recommendations (3-4 pages)Provide your own recommendations to the company for the future (including the products and services) References Dissertation Defense: The defense will be expected to answer questions from other classmates and the lecturer The defense has 25 minutes (not including Q&A) You may use overhand and notes for your presentation. These overhands not only summarize simply the comments of your presentation but also fancy and interesting to attract us. The overhands and notes would be distributed before the defense Dissertation Defense Format Defense Outline Introduction Situation Analysis (SWOT) Recommendation Questions and Answers (Q&A) Dissertation Defense CriteriaClearly and logical expression of this study, and easily follow with prepared notes or overhands Presentation is interested Clearly and friendly answer the questions Formal wearing|
- Explanation for step 2
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