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Authors
Affiliations
1 Department of Hospitality Management and Tourism, University of Port Harcourt, NG
Source
International Journal on Customer Relations, Vol 4, No 1 (2016), Pagination: 1-4
Abstract
Development in Nigerian Tourism industry and the emerging shift toward the culture of leisure by most Nigerians have attendant challenges in management of customer satisfaction in hospitality industry. Cultural diversity combined with personality diversity calls for improvement of understanding of interface staff in hospitality based firms to enhance customer satisfaction. This paper presents a theoretical taxonomical analysis of customer personality typologies and further designs a framework of corresponding treatments for managing each identified and isolated personality,for effective customer satisfaction. The paper adopted the "DISC" framework to identifying and isolated four distinct personalities corresponding to: Expressiveness, Assurance, and Compliant personalities. The framework for managing "DISC" is 'FEAS,' corresponding to Firmness, Expressiveness, Assurance, and Straightforwardness. The paper concluded that every unique personality typology demands an appropriate attention to achieve the customer expectation and satisfaction based on his uniqueness. Therefore, ‘FEAS’ should be adopted to manage 'DISC' in the hospitality industry.
Keywords
Customer Personality Taxonomy, Customer Personality Diversity Management, Dissonance, Nature of Hospitality Service.
