Han Ying S Report
6LI007
Critical and Contemporary Issues in International Hospitality
Student ID: 1331987
Lecturer : Ken Chua
Contents
Contents Page 1
List of Figures 2
1.0 Introduction 3
2.0 Literature Review 4-6 2.1 Consumer Behaviour and Consumer Decision Making 4 2.2 Market Segmentation 5-6
3.0 Corporate social responsibility (CSR) in Hilton Hotel 7-8 3.1 CSR Programs 7 3.2 CSR Initiatives 8
4.0 Factors Affecting Customer Loyalty 9-13
5.0 Strategic Responses to Changing Trend 14-16 5.1 Organisational Structures 14-15 5.2 Strategy Clock 15-16
6.0 Conclusion 17
References 18-21
Appendix 22
List of Figures
Page
Figure1.0: Factors Influencing Consumer Behaviour 4
Figure 2.0: Market Segmentation 5
Figure 3.0: Strategic Partnerships 7
Figure 4.0: Factors Affecting Customer Loyalty 9
Figure 5.0: The Price of Five Star Hotel Restaurants’ Buffet 11-12
Figure 6.0: Customer Satisfaction 13
Figure 7.0: Organisational Structures of Hilton Hotel 14
Figure 8.0: Bowman’s Strategy Clock 15
Appendix 1.0: New Menu 22
Appendix 2.0: Mood Board 23
1.0 Introduction
This module aims to analyse the role of critical and contemporary issues for International Hospitality Management in the context of modern society. The researcher choose Checkers Brasserie Restaurant at Hilton Hotel Singapore to analyse.
The researcher will address critical and
Critical and Contemporary Issues in International Hospitality
Student ID: 1331987
Lecturer : Ken Chua
Contents
Contents Page 1
List of Figures 2
1.0 Introduction 3
2.0 Literature Review 4-6 2.1 Consumer Behaviour and Consumer Decision Making 4 2.2 Market Segmentation 5-6
3.0 Corporate social responsibility (CSR) in Hilton Hotel 7-8 3.1 CSR Programs 7 3.2 CSR Initiatives 8
4.0 Factors Affecting Customer Loyalty 9-13
5.0 Strategic Responses to Changing Trend 14-16 5.1 Organisational Structures 14-15 5.2 Strategy Clock 15-16
6.0 Conclusion 17
References 18-21
Appendix 22
List of Figures
Page
Figure1.0: Factors Influencing Consumer Behaviour 4
Figure 2.0: Market Segmentation 5
Figure 3.0: Strategic Partnerships 7
Figure 4.0: Factors Affecting Customer Loyalty 9
Figure 5.0: The Price of Five Star Hotel Restaurants’ Buffet 11-12
Figure 6.0: Customer Satisfaction 13
Figure 7.0: Organisational Structures of Hilton Hotel 14
Figure 8.0: Bowman’s Strategy Clock 15
Appendix 1.0: New Menu 22
Appendix 2.0: Mood Board 23
1.0 Introduction
This module aims to analyse the role of critical and contemporary issues for International Hospitality Management in the context of modern society. The researcher choose Checkers Brasserie Restaurant at Hilton Hotel Singapore to analyse.
The researcher will address critical and
References: Acowtancy (2014) P3 Strategic Options What Options does the Company Have? Strategic Clock. [Online]. [Accessed 30 December 2014]. Available at: <https://www.acowtancy.com/textbook/acca-p3/what-choices-does-the-company-have/strategic-clock/notes>. Boo, H Bowman, C. (2008) Generic strategies: a substitute for thinking? The Ashridge Journal. Chaudhary, R. & Yadav, L. (2012) Impact of Quality Circle towards Employees & Organization. Journal of Engineering, 2(10), pp. 23-29. Copyright PR Loyalty Solutions (2011) What Is Customer Loyalty? [Online]. [Accessed 30 December 2014]. Available at: <http://prloyaltymarketing.com/customer-loyalty/what-is-customer-loyalty/>. Dudovskiy, J Dudovskiy, J. (2013) Research Methodology. Hilton Hotels CSR Programs and Initiatives. [Online]. [Accessed 30 December 2014]. Available at: < http://research-methodology.net/hilton-hotels-csr-programs-and-initiatives/>. Expedia, Inc Fallon, N. (2014) Business New Daily. What is Corporate Social Responsibility? [Online]. [Accessed 30 December 2014]. Available at: <http://www.businessnewsdaily.com/4679-corporate-social-responsibility.html>. Friesner, T Gardner, P. (2014) Essential Travel Ltd. The 8 Different Types of Traveller. [Online]. [Accessed 30 December 2014]. Available at: <http://www.essentialtravel.co.uk/blog/8-types-of-traveller.html>. Grossi, D., Royakkers, L., Dignum, F Haghighi, M., Dorosti, A., Rahnama, A., and Hoseinpour, A. (2012) Evaluation of factors affecting customer loyalty in the restaurant industry. African Journal of Business Management, 6(14), pp. 5039-5046. Hilton Hotel & Resort (2014) A Legacy of Innovation. [Online]. [Accessed 30 December 2014]. Available at: <http://www3.hilton.com/en/about/index.html>. Hilton Management Services (2014) Hilton is synonymous with first-class hospitality HungryGoWhere Singapore (2014) Checkers Brasserie. [Online]. [Accessed 30 December 2014]. Available at: < http://www.hungrygowhere.com/singapore/checkers_brasserie/>. Itah, M Khan, Q. (n.d.) The home of knowledge. Market Segmentation. [Online]. [Accessed 30 December 2014]. Available at: <http://www.thehomeofknowledge.com/the-importance-of-market-segmentation/>. Kharagpur (2012) Consumer Buying Behavior Schiffman, L. G. (2007) Consumer Behaviour. 9th Ed. New Jersey: Prentice Hall. Singapore Expats (2014) Food & Leisure [Online] Singapore Infopedia (2014) Orchard Road [Online]. [Accessed 30 December 2014]. Available at: <http://eresources.nlb.gov.sg/infopedia/articles/SIP_721_2005-01-03.html>. Singapore Tourism Board (2013) Culture, Language and People [Online] Solomon, M. (2006) Consumer Behaviour: A European Perspective. 3rd ed. Harlow: Prentice Hall. Steele, J