AN EXPLORATORY RESEARCH REGARDING CUSTOMER ORIENTATION AND PERFORMANCE IN HOSPITALITY INDUSTRY

Abstract

The main objective of this research is to present the importance of the customer orientation from themanagerial perspective and to analyze the influence of customer orientation over the performance indicators in thehotels from Mures county (Romania ). For achieving this objective, the data have been collected by means of 42surveys addressed to managers and owners who are active in the industry of hospitability, and the results indicated apartial confirmation of the tested hypotheses and the results from previous international research. The conclusions ofthe study present importance for the decisional authorities associated with hotel units which desire to achieve thesatisfaction of the customers, gaining the brand loyalty and implicitly the desired economic efficiency and add to theinternational literature aspects referring to the industry of hospitality from Romania.

Keywords

• customer orientation
• performance
• hospitability industry
• Romania