Mpofu and Chitura
Greener Journal of Economics and Accountancy Vol. 4 (1), pp. 001-008, January 2015
ISSN: 2354-2357 © 2015 Greener Journals
Manuscript Number: 091214358
An Assessment of Impact of the Economic Crisis on Service Delivery: A Case Study of the within the Hospitality Sector in at the Resort Town of Victoria Falls, Zimbabwe
*1Thomas P.Z. Mpofu and 2Miriam Chitura
1Associate Professor, Faculty of Science and Technology, Zimbabwe Open University. Email: tpz.zuluboy@ gmail. com, Mobile: 263 0775 509 623
2Senior Lecturer, Department of Health Sciences, Zimbabwe Open University. Email: miriamchitura@ yahoo. com, Mobile: 263 0772 383 402
*Corresponding Author’s Email: tpz.zuluboy@ gmail. com
Since 2000, the economy of Zimbabwe has been characterised by an unprecedented hyper-inflation since the country attained its Independence. The hyperinflation has impacted negatively on virtually all economic sectors in the country, including the hospitality industry. As a result, the hospitality industry has experienced an unprecedented exodus of skilled and experienced workers who have continued to depart to neighbouring countries, particularly South Africa and Zambia. The purpose of this study, therefore, was to assess the impact of this exodus on service delivery in the prime resort town of Victoria Falls. To obtain data, the study utilized both quantitative and qualitative approaches of data collection from clients, employees and management. The assessment revealed that, since 2000, the hospitality sector at the resort town of Victoria Falls has been undergoing a major decline in the quality of service delivery to their clients. The poor service delivery is attributed to inexperienced employees who were recruited during the crisis period and are, therefore, not experienced to serve efficiently at that level. This, in turn, has been exacerbated by failure on the part of the hospitality sector to invest in training of the new and inexperienced recruits. As a result, most visitors to Victoria Falls, except for business tourists, are day excursionists who have opted to either fly back or spend to the night across the Zambezi River in Livingstone, Zambia. The study concluded that service delivery is a critical factor in ensuring customer satisfaction and service experience as well as in attracting long-term clients. Thus, there is need for the hospitality industry in general and in Victoria Falls in particular, to re-brand itself through continuous training and education of employees.
Keywords: hospitality industry, economic crisis, hyperinflation, service delivery, rebranding.
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