Reputation’s Influence
The reputation issue is a big problem for all Chines five-star hotels, including the Ritz-Carlton Tianjin. Recently, an article called, “Five-star hotel, why don't you change the sheets?” has been blasting the internet (Guang Xinjin, 2017). This article is released by a testing agency with a 6-minute video which shows that five famous five-star hotels did not change the bedding after guests checked-out and the bathtubs were not completely cleaned among other serious problems. Health issues in the hospitality industry were pushed to the cusp. Although the latter situation remains to be verified, the intensive exposure of these issues has brought consumers a lot of psychological doubts.
Most people’s immediate reaction …show more content…
Even like in the previous example, when a group of hotels gain a bad reputation, it can affect all similar hotels. This means that the Ritz-Carlton Tianjin, even though it was not featured in the article, may suffer from the bad exposure of other 5-star hotels. Due to the particularity of the hotel product purchase, the customer could only experience the product after purchasing. Customers can not experience the hotel's room and service before the purchase. Most of them choose the hotel from various websites or those recommended to them by relatives or friends. Because people's trust in internet information is generally reduced now, it has resulted in potential guests to be more dependent on the reputation of the hotel. If the customers get only negative comments for a specific hotel, the hotel image will be greatly damaged. A negative reputation spreads very quickly once any bad thing has happened, and customers are very easy to believe it. Some of the customers are potential customers, or the first time to choose the hotel, as long as they heard about the information, no matter it is true or not, they are more likely go to other hotels. Then the hotel occupancy rate will be affected, which is also not conducive to the hotel to develop new …show more content…
These influential people are network hubs in the dissemination of information. They usually have great influence and are easy to contact. They have a wide range of social connections and high social status. It is crucial to identify these people, establish a complete customer information database, conduct relationship marketing to them. Know about the spending habits of the target groups through them, and often ask their opinions on the hotel, which is easy to get the feedback of the products and make timely corrections and improve. If the hotel can make improvements in a timely manner after finding out the problem, they will also spread some information that is good for the
The reputation issue is a big problem for all Chines five-star hotels, including the Ritz-Carlton Tianjin. Recently, an article called, “Five-star hotel, why don't you change the sheets?” has been blasting the internet (Guang Xinjin, 2017). This article is released by a testing agency with a 6-minute video which shows that five famous five-star hotels did not change the bedding after guests checked-out and the bathtubs were not completely cleaned among other serious problems. Health issues in the hospitality industry were pushed to the cusp. Although the latter situation remains to be verified, the intensive exposure of these issues has brought consumers a lot of psychological doubts.
Most people’s immediate reaction …show more content…
Even like in the previous example, when a group of hotels gain a bad reputation, it can affect all similar hotels. This means that the Ritz-Carlton Tianjin, even though it was not featured in the article, may suffer from the bad exposure of other 5-star hotels. Due to the particularity of the hotel product purchase, the customer could only experience the product after purchasing. Customers can not experience the hotel's room and service before the purchase. Most of them choose the hotel from various websites or those recommended to them by relatives or friends. Because people's trust in internet information is generally reduced now, it has resulted in potential guests to be more dependent on the reputation of the hotel. If the customers get only negative comments for a specific hotel, the hotel image will be greatly damaged. A negative reputation spreads very quickly once any bad thing has happened, and customers are very easy to believe it. Some of the customers are potential customers, or the first time to choose the hotel, as long as they heard about the information, no matter it is true or not, they are more likely go to other hotels. Then the hotel occupancy rate will be affected, which is also not conducive to the hotel to develop new …show more content…
These influential people are network hubs in the dissemination of information. They usually have great influence and are easy to contact. They have a wide range of social connections and high social status. It is crucial to identify these people, establish a complete customer information database, conduct relationship marketing to them. Know about the spending habits of the target groups through them, and often ask their opinions on the hotel, which is easy to get the feedback of the products and make timely corrections and improve. If the hotel can make improvements in a timely manner after finding out the problem, they will also spread some information that is good for the