Communication and Customers Management in Tourism Businesses - Customer Service

Abstract

Customer service and management can be considered as a very important phase of service or product sale. The customers interact with employees and through this interaction they receive the service or product they wish to buy. As a result, the better the service by the employees, the higher the satisfaction of the customers. Moreover, this interaction can lead to additional positive or negative results for the organization. Therefore, it is obvious that the role of employees is very important and their management by the organization should be a high priority matter. Furthermore, organizational communication nowadays is not only more complicated but at the same time very important for an organizational success and functioning. The purpose of this thesis is to investigate how communication and customer management may affect tourism businesses performance. Additionally, customer service and organizational culture will be assessed since there are factors that can affect business performance and are related with communication and customer management. For this reason, a quantitative research was conducted with the use of a questionnaire and the findings among others show that there is a positive correlation between organizational culture, communication and customer service with the performance of tourism organizations and specifically the performance of hotels.