Order Description

An investigation into how guest diversity affects customer service policy at the Eagle Rock Resort, Pennsylvania, USA

1. Title of the proposed dissertation:

An investigation into how guest diversity affects customer service policy at the Eagle Rock Resort, Pennsylvania, USA.

2. Research question:

To what extent does guest diversity affect customer service at the Eagle Rock Resort?

3. Aims of the investigation:

?1? To identify the current guest diversity at the Eagle Rock Resort in terms of nationality; age; income.

?2? To critically evaluate whether the current customer service policy meets the needs of its existing diverse clientele and to establish whether existing policy has been formulated with this customer base in mind.

?3? To determine how far other factors, such as location, can satisfy the needs of the guests and influence the likelihood of them continuing to stay in the Eagle Rock Resort and balance these factors with reactions to customer service.

?4? To draw conclusions from the findings on how far the current customer service policy of the hotel meets the needs of its diverse clientele and make recommendations to the Eagle Rock Resort in order for it to improve its understanding of its clients diversity and needs and provide improved customer service in the future.