Upamanyu (2014) has observed an increased rate of employees’ attrition in the hotel industry, and it is becoming a significant concern. Attrition has been noted due to the reduced effectiveness of work performance, and this is thought to result from pressure emanating from the leaders. Hotel managers have not defined the policies that the employees should follow and this places strain on the industry. Upamanyu blames the human resource departments in the hotels and thus seeks to identify the strategies that are leading to the problem of attrition and whether there exist incentives that the hotel offers the employees once the go-slow has been realized. The policies that are made by the organizations often comprise of the final decisions on how the activities are to be carried out. The employees, on the other hand, depend on the policies to perform the assigned tasks. Attrition, however, arises if the plans are not favorable and are exerting extreme pressure on the employees. Other factors that are covered in the policies include employee performance, customer and employee relationships and the management of resources. All the decisions made concerning these factors should be made based on the consent of every personnel in the industry. Consequently, the policies should not be confined only to the internal activities but must also focus on the external environment and how both sides impact the industry. Attrition can be successfully managed once the human resource department targets at attaining diversity among the workers, ethical concerns during work performance and making training a part of the requirements. Enthusiastic employees perform work to the expectations of the organization and enthusiasm is gained from the presence of the right policies.
Wang, Luo & Tai (2017) point out that customer satisfaction is not as important as customer requirements. Many people have asked why this is the case and the answer is that a loyal customer always knows what he/she is going for in a particular organization. The reason for this is that the customer’s needs are fully satisfied hence the loyalty. In order to have loyal customers, there is a need to implement delightful services. These services include; integrity, managerial skills and efficient modes of communication. It is the role of the managers always to improve employees’ delightful services through standardized assessments. Wang, Luo & Tai (2017) have offered the necessary steps that must be followed by the leaders to enhance the delightful services to boost work performance. Staff training is an excellent approach to fully incorporate these services because during these meetings the employees get to share ideas and venture into new strategies that benefit the organization. Employees also get to learn new skills and adopt a positive attitude that will lead to the execution of delightful services. Feedback from the customers must also be encouraged because they are the recipients of the services and their response is critical for necessary changes or the maintenance of what is currently being done right.
The service industry in China is growing at a faster rate, and this has been credited to the advancing technology (Wang, Jian-Ping, & Lai-Yu, 2017). Looking out for the main factors that are contributing to the expansion of the service industry is vital because ways of improving the sector will be realized. For a period of thirteen years, it has been noted that two key influence factors are in the current service industry of China. The first is the fact that China has not recorded fair value as it should despite fast growth in the service industry. Secondly, some of the issues characterized by the development of the service industry are; industrialization, marketing strategies and the ways of conveying information. These obstacles are what is contributing to the little impact on the service industry. Nonetheless, these challenges can be avoided, but it all depends on the effort that the managers are willing to put to change the situation. Some of the solutions that can solve the problems include; investing in a stable communication process, availing the right and adequate resources, the presence of a pool of specialized personnel, digging deeper into the market behavior, and making reforms.
Williams (2015) conducted qualitative research on the service industries in countries that have been grouped under the middle-income earners. In this case, China was on the focus, and the study was in the beverage sector and specifically the Coca-Cola drink that is mostly consumed in the country. Many people are not always vigilant when it comes to consuming or taking drinks with the right components. Williams (2015) looks at some of the ways that consumers in China have been made to drink soft drinks even though they are the topic in most health debates. The public health policy has stated that the soft drinks, often classified as ‘Big Foods’ have high fat, sugar and salt content. However, the Big Food industry has managed to counter these health policies and is increasing the consumption of the soft drinks. It appears that China is trying to use the same strategies applied in countries earning high income like America to increase the number of people taking the drinks. This service industry seems to be succeeding because so far, the soft drinks are the most consumed in China and other countries like India. There are still many questions that are being asked on how the service industry managed to reduce the stringent rules that had been put in place by both the government and the health institutions. Some of the ways that have made Coca-Cola increase its consumption in countries like the US are; making financial contributions to all sectors, lobbies and resolving the conflicts that tend to occur between the industry and the political field. China, therefore, is somehow following the part through frequent involvement with the governmental sector and forming resistance on the regulations placed on soft drinks. In other words, the study attempts to say that the service industries sometimes tend to face strict restrictions that come from the government. However, this should not be seen as a hindrance because the same strategies that have been applied by the Coca-Cola industry can also be used by other service organizations.
Qiaomeng (2017) agrees that the hotel staff has critical roles to play in proper organizational management. The personnel is expected to always produce the best services for customer satisfaction. Since the hotel industry is on the rise in China, there is an increasing urgency to select the employees who best fit in the profession so that quality services can be delivered at all times. Employee selection currently is based on the talents and skills, but again, this has not yielded the expected work performance. Researchers have thus opted for the hotel management professional development model to recruit staff. The theory stipulates that the researchers should first identify the objectives and the goals that it wants to achieve. This is important because the management will design a teaching program for the staff that goes in line with the set purposes. During the training period, both the managers and the staff should know the talents that are needed and thus, outline a curriculum to be used. To ensure that the process is a continuous one, the teaching program must be broken down into semesters and grades given for every lesson covered. Giving credits is necessary because the staff needs to grasp the information for them to be able to deliver quality services.
There is one crucial factor that is always considered when meeting the needs of the customers, and that is the study of their psychology (Qingliang, Xuan, Lin & Xinxin, 2015). Psychology makes it necessary to learn the mind of the customers because their needs are ever changing and to make sure that they are satisfied, their requirements should first be met. Two models were used in this case; the fuzzy theory and the Kano model. The fuzzy approach brings clarity where there is ambiguity or where things are not clear. The Kano model, on the other hand, studies the psychology behind the consuming habits. According to the Kano model, customer satisfaction goes hand in hand with quality services. Therefore, a reduction in customer enthusiasm can be directly related to low-quality services. The fuzzy model, on the other hand, is functional during questionnaires. In order to reduce uncertainty, direct information is retrieved from the consumers themselves and the data collected is analyzed. From the two models, it is easy to realize the exact need that customers need. Managers should use this information should to find the policies that can be used to improve performance. Lastly, staff training is a good method to boost work presentation from the employees.