THE FUTURE OF HOSPITALITY MARKETING

Abstract

ABSTRACT
The role of marketing in the last decade was focus on product features
and had little emphasis on customer service and responsible of quality only
focused by production staff. Little attention or effort was made to keep them.
Today, the customer is a king and satisfying customer is a top priority in every
company to get and win the customers. They must provide product-service
combinations with real value to customers; high service level and meet the
customer needs, wants, and expectations. They must strongly focus on customer
orientation. They must be expert in building customer relations, not just build
products. Marketing is no longer to be viewed as a business function but rather
as a philosophy in which every employee is intensely and personally interested in
keeping the customer happy. Thus, it is necessity to deliver high satisfaction to
customers in order to make ongoing relationship. This high satisfaction is the
key to have success in future business. The goals are to deliver long-term value
and make a good relationship with customers. Customer loyalty is the results of
well managing of value and customer relationship marketing.
Keywords: marketing, hospitality marketing, satisfaction, relationship,
loyalty