Customer Care in SPAs vs Salons Impact & Loyalty Assignment Sample

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Introduction

Enhance your understanding of service industry success with expert help on assignments focused on customer care in SPAs and salons.

Background

For the success of the business, it is very necessary that the consumers are satisfied with the business. This is because of the reason that when the consumer will not be satisfied then the company will not be in a position to become successful. Thus, for this, consumers must stay connected with the company and their services. Customer care practices are defined as the various practices which help the company in understanding the requirements of the consumers. This includes using different types of strategies which assist the company in keeping the consumer happy and connected with the company. These practices also help the companies understand the attitudes and perceptions of the consumers and try to provide for the requirements of the consumers. The present study is based on SPA which is a Hair Lounge. The SPA is the one which has experts being hired and provides better spa services. In addition to this, Hair Lounge is a salon which was first opened in Oldham in the year 2009 (The Hair Lounge, 2022). The current study will outline the comparison of the different types of consumer care practices which are used by SPA and Salon. Thus, it is necessary for them to effectively attract consumers so that the sales of the business can increase and the competition can be faced effectively.

Aim and objectives

Aim

To analyse the customer care practices being used in SPA and Salon. A Study on Hair Lounge

Objectives

To develop an understanding relating to the concept of customer care practices and its significance.

To evaluate and company the different customer care practices used in Hair Lounge.

To assess the relationship among the consumer care practices on the customer loyalty and well-being with regards to SPA and salon.

To recommend some of the strategies for attracting consumers to come and avail of the services of SPA and Salon.

Research questions

What is the concept of consumer care practices?

What are the different customer care practices used by Salon and SPA and how they are different?

What is the relationship of customer care practices and consumer loyalty and well-being?

What are the strategies recommended for improving working and consumer retention?

Research Significance

For the success of the business, the consumers must be kept happy and satisfied. This is because the reason that consumer is the king and in case they are not happy and working well then it will impact the success of the business. The reason underlying the fact is that consumers need to be happy with the services because it will result in success for the company (Niinepuu, Tooman and Smith, 2022). The current topic relating to consumer care practices is of significance to the company because it will help in analysing the importance of using the care practices. Along with this, the study is of significance to the other competitors of the company as well. This is because of the reason that it will guide the competitors as well to develop better customer care practices. Moreover, the study is of significance to other researchers who are conducting the study on a similar topic.

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Research Rationale

The effective use of customer care practices is very necessary for the success of the business. This is because of the reason that when the effective use of customer care practices is made then it will improve the working efficiency of the company. The reason for the selection of the current research topic is that it will assist the company in improving the use of different care practices which can be used to attract consumers (Abdeltawab and Kachour, 2023). Moreover, the selection of the current research topic is due to the academic and personal interests of the researcher as well. This simply means that the researcher is also interested in enhancing their knowledge relating to different types of care practices used for attracting consumers and increasing sales as well.

Literature Review

Concept of customer care practices

In the views of Mody, Suess and Dogru, (2020) customer care is a concept which includes the fact that the company is treating their consumers. The consumer must be treated with respect and kindness so that they are deeply connected with the company and the services of the business. Customer care is referred to as the process of emotionally connecting with the consumers so that the overall performance can be improved. This is very necessary the reason for success it is very crucial that consumers are happy. When the consumers are happy then automatically the overall performance of the company will be improved and success will be attained. This is necessary for the reason that when consumers are happy then automatically the sales of the company will increase.

Customer Care in SPAs vs Salons Impact & Loyalty Assignment Sample

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On the other hand, Singh and et.al, (2022) argued that focusing on consumer care practices is significant for the success of the business. This is pertaining to the fact that when the care practices will not be applied effectively then it will be impacting the overall working. Thus, it is the responsibility of the companies that they effectively try to use the different customer care practices so that the working can be improved. Moreover, when effective consumer practices are used it will improve the overall efficiency of the company and sales of the business will improve. This is pertaining to the fact that when effective care practices are followed then this will guide the efficiency of the business and ultimately it will improve the overall working of the company.

Comparison and evaluation of different customer care practices for SPA and Salon.

For the successful working of the company, it is very necessary that the consumers are always happy and satisfied with the services provided by the company. It is necessary because the level of satisfaction of the consumer is decided by the quality of the products and services provided to them. In the views of Delen and et.al, (2020) the most common customer care practice used by the SPA to attract the consumer includes smiling while working. This is the most common and easiest way to connect with consumers. This is pertaining to the fact that within SPA the consumer comes to get relaxations. In case the relaxation is not provided to the consumers appropriately then they will not be happy with the services of the company. In case the attendants and other staff are happy and smiling at the consumers, then it will help them to connect with the consumers. This will make the consumers feel comfortable with the staff and will easily take the spa services from them.

On the other Guo, Yao and Chang, (2022) argued that the best customer care practice to be used by the Salon includes paying more attention towards the guest experience. This is very necessary for the reason that in case the experience of the person is not good then it will impact the image of the salon. This is pertaining to the fact that when the experience of the consumer will be good then they will come to the salon frequently. Hence, this will increase the sales of the business and ultimately it will improve the working efficiency of the company and profitability as well. Moreover, when the sales of the company will be increasing then it will result in an improvement in the working efficiency of the company. This is necessary because it will help the salon attract a large number of consumers and it is crucial for the success of the salon.

In against this Petrylaite and Hart, (2021) stated that the major strategy for ensuring customer care service within the SPA is providing effective training to the staff. This is very necessary for the reason that there are many different types of technology and other changes taking place in the field of SPA. Thus, it is the responsibility of the SPA owners that they effectively provide and arrange for the different training sessions. This is necessary for the reason that when effective training sessions are organized then this will motivate the employees to work well (Customer Service Tips to Increase Spa Sales, 2023). This is pertaining to the fact that it will make them feel good that the company is taking care of the employees by arranging for the training sessions. This is necessary for the reason that this will help the employee to develop them personally and professionally. This will motivate them to effectively provide the services to consumers and will assist them in improving the efficiency of the SPA.

On a contradictory note, Wilson and et.al (2020) argued that the major strategy for customer care used by salons is that they provide effective quality services to the consumers. The reason underlying the fact is that when effective quality is provided to consumers then they will be much happier. In addition to this, according to recent trends, consumers have become more conscious of relating to personal hygiene and well-being. In case the salon will be providing quality services then this will motivate the consumers to come to the place and enjoy the services in a better manner. In addition to this, when good quality materials are used it will impact the overall working of the salon. Consumers will be much happier with the superior quality products and services which the salon is providing. Hence, ultimately it will increase the sales of the salon and this will result in an increase in the brand image as well. The reason pertaining to the fact is that when effective services are provided to the consumers then this will be increasing their interest within the salon and they will frequently come to the place.

relationship among consumer care practices and the loyalty and well-being of the consumers

In accordance with the views of Torres and Zhang, (2022) it is evident that complying with effective consumer care practices is very necessary for the company and its success. This is pertaining to the fact that when effective strategies are used then this will motivate the consumers to come to the place frequently and will improve the working. Effective compliance with the different customer care practices results in creating a positive impact on the working of the company that is salon and SPA. This is pertaining to the fact that it creates a positive impact on the working of the company because it focuses on satisfying the need of the consumers.

On the other hand, Panwar and Khan, (2022) stated that the major relationship between the effective use of customer care services is increase in brand image and consumer loyalty for the company. This is particularly because of the reason that when the consumers will be happy then they will recommend the place to other consumers as well. Thus, this will increase the sales of the salon and SPA and ultimately the brand image will also increase. Hence it will improve the competitive position of the company and the profitable also increased. Moreover another impact created by effective use of customer care practices includes the use of competitive product in order to attract the customers. This is particularly necessary because when the effective products will be used then it will improve the efficiency of the company and its performance. Thus, it will ultimately increase the interest of the customer towards the product and services. Thus, sales of spa and Salon will increase and ultimately it will result in increasing the competitive position.

Research Methodology

Introduction

The methodology is defined as the ways of gathering the data and analysing it to attain the objectives of the study. For the successful completion of the study it is very necessary that appropriate methodology is used. This is particularly necessary because when the appropriate methodology will be used then it will improve the study and the attainment of the objectives. The methodology for the current study based on comparative customer care practices among SPA and Salon are as follows-

Research type

The type of research is defined as the way through which the whole study will be planned and accomplished. There are two different methods through which the study can be conducted which includes qualitative and quantitative. The qualitative study is the one which includes the use of non numeric information relating to the research topic (Hendren and et.al, 2023). On the other hand quantitative study includes use of numeric information facts and figures relating to the study. In case of comparison the use of qualitative study will be undertaken. This is particularly because of the reason that the topic is more qualitative and numeric information will not be available. Hence it will be more appropriate to conduct the study based on the qualitative information only.

Research approach

Approach of the research is defined as the way of selecting the method. there are different kind of methods through which the research can be conducted and it is necessary that appropriate method is used. There are two type of approach that is Inductive and deductive. The inductive approach is the one which allow the researcher to set the aim and objective of the study. In against of this deductive study is the one which focuses on framing of hypothesis. For these successful completion of the current study based on comparison of customer care practices in spa and salon the use of inductive approach will be made. Researcher is making the use of inductive approach because it will help them in setting up of aim and objective and will help in completing the study effectively.

Research philosophy

Philosophy for the research is defined as the beliefs on the basis of which any method of research is selected. There are different kinds of methods which need to be selected and every selection requires some of the reason. Interpretivism and positivism are the two type of philosophy which can be used by the researcher. Interpretivism is the one which includes use of observation and existing theories in order to evaluate the research topic (Vaughn and Jacquez, 2020). On the other hand positivism philosophy is based on using the factual information. In order to compare the customer care practices of spa and salon the use of interpretivism will be made. This selection is because of the reason that it is more suitable in case of qualitative study. This is because of the reason that this kind of philosophy includes analysing the existing theories relating to the research topic and trying to accomplish the objectives of the study.

Data collection

For any study to be successful it is very necessary that appropriate data is used. This is necessary because when the data gathered is not appropriate then the objectives will not be met easily. The data can be gathered from two different sources that is primary and secondary. Primary is the one which includes gathering the first hand information where a secondary data includes using the existing theories and other related data (Strijker, Bosworth and Bouter, 2020). For the evaluation and comparison of the customer care practices the use of combination of primary and secondary data sources will be used. For the primary data the use of questionnaire will be made in order to gather the data from the respondent. Further this data will be authenticated by analysing the secondary sources like books journals articles relating to the research topic.

Sampling

Sample is defined as the selection of some of the people from the whole population first of the population size is too large and it is not necessary that whole data is gathered from the population. This for this some sample is selected and the data for the research is gathered from them only. In the present case of comparing the customer care practices of spa and salon the use of random sampling method will be made. With help of the random sampling method total of 50 consumers will be selected.. The data will be gatheted from all the samples with help of the question and being made from the closed ended questions.

Data analysis

For the successful attainment of the objectives it is very necessary that the data is analysed effectively. This is particularly necessary because in case the data will not be evaluated effectively then objectives will not be attained. Hence data can be evaluated with help of two different methods which includes thematic analysis and the use of SPSS. Thematic analysis is the one which includes making of different themes and with help of table and charts the collected data is evaluated (Köhler, Smith and Bhakoo, 2022). On the other hand SPSS includes using the statistical software and evaluating the data from it. In the current case of the comparison of spa and salon on the basis of customer care practices the use of thematic analysis will be made. This will be used by the researcher in order to evaluate the data gathered from the primary respondents. Within this the researcher will make different themes from each of the questions and the responses will be analysed and evaluated with help of the secondary sources.

Ethical consideration

For the study to be successful it is very necessary that all the ethical aspects are considered. This is particularly necessary because when the ethical aspects are not evaluated then the objectives are not attained effectively. The first and foremost ethical aspect considered during the current study involves taking the informed consent from the respondent. Before using the personal data it is very necessary that the written consent is taken from the respondent. This consent is necessary because it signifies that the respondent is giving permission to use the personal data within the study. In addition to this another ethical aspect included in the present study is that the latest data is being used. This simply means that data beyond 2019 has not been included within the current study.

Research limitation

Every study includes some of the limitation which can impact the working of the study. In the present case the major limitation faced by the researcher was of time. The time provided for the completion of the study was very limited. But due to help of good time management skill resource accomplished the objective is a before time and this help in attaining the aim effectively.

References

Books and Journals

• Abdeltawab, A. and Kachour, M., 2023. Questioning the business model of SMEs in the well-being sector: a focus on the French market. Question (s) de management, (3), pp.93-106.
• Delen, D., Dorokhov, O., Dorokhova, L., Dinçer, H. and Yüksel, S., 2020. Balanced scorecard-based analysis of customer expectations for cosmetology services: a hybrid decision modeling approach. Journal of Management Analytics, 7(4), pp.532-563.
• Guo, Z., Yao, Y. and Chang, Y.C., 2022. Research on customer behavioral intention of hot spring resorts based on SOR model: The multiple mediation effects of service climate and employee engagement. Sustainability, 14(14), p.8869.
• Hendren, K., Newcomer, K., Pandey, S.K., Smith, M. and Sumner, N., 2023. How qualitative research methods can be leveraged to strengthen mixed methods research in public policy and public administration?. Public Administration Review, 83(3), pp.468-485.
• Köhler, T., Smith, A. and Bhakoo, V., 2022. Templates in qualitative research methods: Origins, limitations, and new directions. Organizational Research Methods, 25(2), pp.183-210.
• Mody, M., Suess, C. and Dogru, T., 2020. Restorative servicescapes in health care: Examining the influence of hotel-like attributes on patient well-being. Cornell Hospitality Quarterly, 61(1), pp.19-39.
• Niinepuu, T., Tooman, H. and Smith, M.K., 2022. Customer delight and implications for spa management: examples from Estonian and Finnish day spas. International Journal of Spa and Wellness, 5(1), pp.101-111.
• Panwar, T. and Khan, K., 2022. Role of Trust in Influencing Service Recommendation from Customers for Beauty Service Industry. Metamorphosis, 21(1), pp.19-30.
• Petrylaite, E. and Hart, D., 2021. Men’s consumer identities and their consumption norms in the perceived, conceived and lived spaces of spas. Journal of Marketing Management, 37(3-4), pp.266-293.
• Singh, R., Manhas, P.S., Mir, M.A. and Quintela, J.A., 2022. Investigating the relationship between experience, well-being, and loyalty: A study of wellness tourists. Administrative Sciences, 12(3), p.98.
• Strijker, D., Bosworth, G. and Bouter, G., 2020. Research methods in rural studies: Qualitative, quantitative and mixed methods. Journal of Rural Studies, 78, pp.262-270.
• Torres, E.N. and Zhang, T., 2022. Customer Service Marketing: Managing the Customer Experience. Taylor & Francis.
• Vaughn, L.M. and Jacquez, F., 2020. Participatory research methods–Choice points in the research process. Journal of Participatory Research Methods, 1(1).
• Wilson, A., Zeithaml, V., Bitner, M.J. and Gremler, D., 2020. EBK: Services Marketing: Integrating Customer Service Across the Firm 4e. McGraw Hill.
• Online
• Customer Service Tips to Increase Spa Sales. 2023. Online. Available through: <https://www.daysmart.com/spa/blog/customer-service-tips>
• The Hair Lounge. 2022. Online. Available through: < https://www.hairlounge.uk.com/#About-Us >