Han Ying S Report

6LI007
Critical and Contemporary Issues in International Hospitality

Student ID: 1331987
Lecturer : Ken Chua
Contents
Contents Page 1
List of Figures 2
1.0 Introduction 3
2.0 Literature Review 4-6 2.1 Consumer Behaviour and Consumer Decision Making 4 2.2 Market Segmentation 5-6
3.0 Corporate social responsibility (CSR) in Hilton Hotel 7-8 3.1 CSR Programs 7 3.2 CSR Initiatives 8
4.0 Factors Affecting Customer Loyalty 9-13
5.0 Strategic Responses to Changing Trend 14-16 5.1 Organisational Structures 14-15 5.2 Strategy Clock 15-16
6.0 Conclusion 17
References 18-21
Appendix 22

List of Figures
Page
Figure1.0: Factors Influencing Consumer Behaviour 4
Figure 2.0: Market Segmentation 5
Figure 3.0: Strategic Partnerships 7
Figure 4.0: Factors Affecting Customer Loyalty 9
Figure 5.0: The Price of Five Star Hotel Restaurants’ Buffet 11-12
Figure 6.0: Customer Satisfaction 13
Figure 7.0: Organisational Structures of Hilton Hotel 14
Figure 8.0: Bowman’s Strategy Clock 15

Appendix 1.0: New Menu 22
Appendix 2.0: Mood Board 23

1.0 Introduction
This module aims to analyse the role of critical and contemporary issues for International Hospitality Management in the context of modern society. The researcher choose Checkers Brasserie Restaurant at Hilton Hotel Singapore to analyse.
The researcher will address critical and

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