Abstract:
As competition continues to increase, businesses are forced to find new and innovative ways of creating and keeping new customers. Loyalty means profitability.
Leading service firms not only lack in giving the customer good and quality service but they also lack the vision to create market for themselves.
The role of customer service in modern day business activities cannot be overlooked in the current state of business practices as it has developed different advantages and economic values to firms that take due considerations to customer services.
Description:
The success of every business enterprise in today’s competitive world depends on the extent to which the firm is able to understand the environment within which it operates. The globalization of modern business led to changes in the business environment and as a result has affected the hospitality industry coupled with the current competition. It has therefore become necessary for managers in charge of hospitality firms to understand this changes which include political, social, economic and technological factors.
