Концептуальна модель управління клієнт-орієнтованістю сервісу готелю

Abstract

The article is devoted to the conceptual development of the model that manages customer orientation of hotel service. The features, types, and levels of customer orientation of the hotel industry have been determined. The authors have developed the concept of management by customer orientation of hotel service, which integrates the principles of marketing management, human resources management, total quality management, and management by organizational behavior of the service product’s consumer value. The principles of management by customeroriented service have been determined. The authors have offered the system of management by client orientation of hotel service, which includes four subsystems: formation of functional quality of service product; service product support; support of external and internal customer orientation; diagnostics and monitoring of customer orientation. A model of management by customer orientation has been developed, which allows determining the degree of customer orientation at the level of interpersonal interactions and at the level of the organization.