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Lojalitetsskapande hos anställda på fristående hotell
Södertörn University College, School of Communication, Technology and Design.
Södertörn University College, School of Communication, Technology and Design.
2008 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 points / 15 hpStudent thesis
Abstract [en]

The hotel sector has reviewed big changes, as higher requirements on independent hotels have been set. In order to be able to compete with big hotel chains, it is no longer sufficient to only use the 4P of marketing mix, it is also required a bigger focus on the personnel. Trained and service aimed employees are service companies' intangible assets and they become more important. Globalisation and internationalisation has however contributed to that the labor market has become more open, and employees easier can compare employment conditions or change job.

The aim of this essay is to analyze and to evaluate conditions for the internal marketing at independent hotels, in order to be able to achieve employee loyalty. The essay builds on a comparison between managers' and employees' views about internal marketing.

A qualitative hermeneutical study has been used in order to be able to analyze and evaluate conditions for the independent hotels' internal marketing. Four interviews with the independent hotels' employees and three interviews with hotels' managers have been implemented.

The conclusion is that such factors as a good work environment and salary cannot contribute to that loyalty can be achieved. These factors, on the other hand, can prevent dissatisfaction with the work. It is independent hotels' investment on factors like development opportunities, managers' support and employee participation in decision making that increase the opportunities to achieve loyal employees.

Place, publisher, year, edition, pages
Huddinge: Institutionen för kommunikation, teknik och design , 2008. , 50 p.
Keyword [sv]
lojalitet, internmarknadsföring, fristående hotell, motivation, service management
Identifiers
URN: urn:nbn:se:sh:diva-1694OAI: oai:DiVA.org:sh-1694DiVA: diva2:15799
Presentation
(English)
Uppsok
samhälle/juridik
Supervisors
Examiners
Available from: 2008-06-16 Created: 2008-06-16

Open Access in DiVA

fulltext(502 kB)719 downloads
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5061d020a302e0120ad74d2e4c93a90836bebd3cdcca6bcf0b20c84cc4bda070abd47914
Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf