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Customised Customer Contact Services in Hotels - The State of the Art

International Journal on Customer Relations

Volume 7 Issue 2

Published: 2019
Author(s) Name: Maria Nascimento Cunha, Isabel Miguel | Author(s) Affiliation: Coimbra Superior School of Education of the University of Coimbra, Portugal.
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Several hospitality industries face the concerns of coordinating and organising a customised customer contact service point for their customers, especially regarding customer preferences and details (Cunha, 2014). Therefore, customers experience a sequence of intermittent communication moments when they come across contact points in the hospitality industry (Payne, 2016). Findings from the state of the art show that customers of hospitality industry highly acknowledged the importance of customised contact service and its positive impact on the customer’s life. This research also showed that there is a significant difference between the income of customers and how it impacts their experience towards customised contact point. Other findings showed that both age and gender of the customer does not impact on the customers’ experience towards personalised customer service contact point; thus, it shows no significant differences.

Keywords: Hotels, Contact Services, Customised Customer

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