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Measuring service performance per se is not as meaningful as measuring relative to customers' expectations. Customers' service expectations provide a frame of reference for their assessment of the service. –Service
Marketing-People, Feel & Strategy. To succeed in an over communicated society, a company must create a position in the prospect's mind, a position that takes into consideration not only a company's own strengths and weakness,
but those of its clients as well. Karnataka is poised to become south Asia's premium tourist destination. Tourism is clearly being perceived as Karnataka's
strength. Its cosmopolitan nature, manageable infrastructure and largest talent pool are attracting quality tourist and sound investors. In short Karnataka is well on the road that will take it places. It is offering the
comfort and convenience of Aero-Tourism. It facilitates flying down to the most exotic offerings of the state in the comfort of the sleek 68C Twin- Engine Air Crafts or a state- of the- art Helicopter fleet. It is being adequately
supported with the Hotel industry which accelerates the State economic growth. NEED AND CAUSE OF THE STUDY: The researcher is interested in studying the multidimensional aspects of hotel industry services and
the need for streamlining the structure and system befitting the growth pace. The KSTDC has helped funding of nearly 672 projects in the State to the tune of Rs. 153,413,227. Karnataka was among the first States in the country to
bring out a progressive Tourism Policy as early as June 1992. This had the twin objective of promoting tourism-related activities and enhancing employment and income-generation among all sections of the society to further promote
tourism in the State. HYPOTHESIS: 1. The service orientation of the Karnataka Hotel Industry is escalating and more global focus has evolved.
2. The Karnataka Hotels adopt a proactive business and HR policy RESEARCH METHODOLOGY; The researcher used a random sample of 108 hotels of the Karnataka State and applied various statistical tools
to evaluate the service parameters and arrived on the research findings on the orientation of the hotels along with the HR dimensions. FINDINGS:
The findings, as significant as the application of the solutions, are CONCLUSIONS: Organizations grow through an increase either in sales, profit, size or diversification, or by
number of customers or number of employees. One could say that only profit mattered, but there is pride and satisfaction in growth for the staff as well as the owners. In addition, size and the impetus of growth gives place for a
better chance of survival in the market place. |
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Source : E-mail March 20, 2006 |
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