Question

Topic: Student Questions

Mba

Posted by Anonymous on 5/11/2009 at 3:13 PM ET 125 Points
hi , am mba student in service marketing and am searching for a topic related service quality . i want your opinion about this topic"communication gap in the e-business of independent hotels " is it nice topic? any suggestions?
thanks
RANA
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RESPONSES

  • Posted by wnelson on 5/11/2009 at 3:27 PM Member
    Hello again, Rana,

    I'm not sure I understand what this title will be discussing. e-business for hotels - are you referring to on-line booking? And what is the communications gap you perceive? If you could tell us a little more about what you have in mind, we might be able to better give you our thoughts.

    Wayde
  • Posted on 5/11/2009 at 3:53 PM Author
    hi again and thank you for your response

    this gap is ( not matching performance to promises)the key factor that leading to provider Gap (1)lack of integrated service marketing communication (2)ineffective management of customer expectation.(3)over promising (4) inadequate horizontal communication.
    i will do analysis of these factors on there web site (if they have) and found solutions to close it.
    RANA
  • Posted by wnelson on 5/11/2009 at 5:38 PM Accepted
    Wow! Rana, I like your topic. I like it a lot. What I particularly like is that you will be identifying a methodology to review a website and determine if there is a problem and then develop recommendations to fit that situation. While you are focusing in the independent hotel industry, I believe that your methodology will have extendability to other industries. With respect to theses, one of the most important goals is to advance the state of the art and certainly, your thesis will do just that! Good job!

    Given I understand more about what you have in mind, I would suggest that a little change in the title. I think your title just doesn't do justice to the topic as is because it's a little too general. I would suggest something like:

    Closing the Service Performance Gap in the Independent Hotel Industry With Integrated Internet strategies

    I am assuming that integrated service communications could be website, blog, email marketing, etc. Management of customer expectation - Website, email marketing (this is more on an individual basis), CRM, maybe customized individual web pages, etc. Over promising - website, email marketing. Horizontal communications - CRM, customized web pages, etc.

    Service performance gap - that's the issue. Integrated internet strategies include website, email marketing, CRM, individual web pages, blogs, etc.

    When you are done, I'd very much like a copy of your thesis, if it's not too much trouble. You can find my email address under my profile (wnelson)

    I hope this helps.

    Wayde
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