The Hilton International Ankara case: a study on the effect of chain of relationships on service quality

Abstract

This study focuses on a case research which analyzes the effect of '' Chain Of Relationships '' on the service quality of Hilton International Ankara . Despite the technological advances , nothing will replace the "people" who make superior service possible in a service organization. Customer satisfaction , which is the only meaningful competitive advantage in service organizations , can not be achieved by only having good customer service. The service organizations M U S T move beyond good customer service and begin to build "Relationships" with their suppliers , employees, and customers These three participants are the key players in a service organization who create the quality service . The chain of relationships analyzed here involves these three kinds of relationships and Hilton Ankara case is examined under the scope of these relationships . The Case study discusses the strategies performed by Hilton Ankara to achieve customer satisfaction in order to overcome competition . From the interviews and observations , it seems that , even though Hilton Ankara Management try hard to achieve successful relationships with their suppliers for the supply of inputs , with their personnel for their quality performance , and with their customers to provide their needs and expectations , they still ignore some factors which cause dissatisfaction among customers . Those factors that cause dissatisfaction are further analyzed and some recommendations are given to the related departments to improve Hilton's service quality .