To see the other types of publications on this topic, follow the link: Hospitality industry – Customer relations.
Journal articles on the topic 'Hospitality industry – Customer relations'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 50 journal articles for your research on the topic 'Hospitality industry – Customer relations.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.
1
Ocampo, Lanndon, Orlyn Besabella, Marife Fallore, Adelfa Rose Guinandal, Angel Merabueno, Celbert Mirasol Himang, and Kafferine Yamagishi. "An Integrated AHP-TOPSIS for Evaluating Online Marketing Strategies for the Hospitality Industry." International Journal of Asian Business and Information Management 12, no. 3 (July 2021): 163–90. http://dx.doi.org/10.4018/ijabim.20210701.oa11.
Full textAbstract:
Online marketing has been the most efficient and useful platform for reaching target markets and building customer relations. Despite its widespread use, the hospitality industry is at its forefront of identifying its most suitable online marketing strategies. This emphasis is crucial to strategic marketing and resource allocation decisions, which may impact the long-term performance of businesses. The need to address both perspectives of customers and businesses, along with the multiple online marketing strategies under the presence of multiple criteria, requires a rigorous analytical and comprehensive approach for evaluating the efficacy of these strategies for the hospitality industry. Thus, this work offers an integrated approach based on the analytic hierarchy process (AHP) and the technique for order of preference by similarity to ideal solution (TOPSIS) as a decision-making platform for the problem domain. The AHP assigns the corresponding priority weights of the criteria associated with either customers' or businesses' perspectives, while the TOPSIS ranks the importance of the strategies. Results show that the credibility of an online marketing strategy is of the highest priority for the customers, while the businesses highly regard customer loyalty. With the AHP-TOPSIS approach, findings reveal that both perspectives prefer search engines for the hospitality industry. Illustrating the results via a priority tradeoff map of two perspectives, search engines, websites, and blogs are deemed the most viable online marketing strategies relevant to the industry. These findings offer dependable guidelines for the hospitality industry in positioning their online marketing efforts.
2
Spio-Kwofie, Adelaide, Hu Xuhua, Michael Addai, and Henry Asante-Antwi. "Improving Entrepreneurial Innovations for Sustaining Small Medium Hospitality Industry Growth in Ghana." JOURNAL OF ADVANCES IN HUMANITIES 5, no. 1 (April 19, 2017): 224–28. http://dx.doi.org/10.24297/jah.v5i1.6460.
Full textAbstract:
This study talks about improving entrepreneurial innovations of small medium hospitality industry (SMHI) in other to sustain it growth in Ghana. Successful stories about SMEs exist but are rare and this causes pauses for concern. Many researchers have established that innovations bring several benefits in countries that are industrialized. Responses from SMHI managers/owners indicate they totally agree small medium hospitality industry is better in relation to one's determination to introduces new service styles and product, good customer service, innovative in selling/ marketing and confidence in trying new service styles. We therefore, recommend management step up their innovative abilities by taking pride in customer needs /customer satisfaction as this will earn small medium hotels new and repeat customers in a highly perishable and competitive business environment.
3
Erkmen, Ezgi, and Murat Hancer. "“Do your internal branding efforts measure up?”." International Journal of Contemporary Hospitality Management 27, no. 5 (July 13, 2015): 878–95. http://dx.doi.org/10.1108/ijchm-10-2013-0442.
Full textAbstract:
Purpose – This study aims to understand the effect of brand citizenship behaviors of hospitality employees on customers’ relation with the brand. A model, which links employee behaviors to customers’ evaluation of brand performance, brand trust and brand commitment, is proposed to provide further insight into how customers form their relation with a brand. Design/methodology/approach – Data were collected from both customer-contact employees and passengers of a corporate airline company. Structural equation modeling was used to test the proposed model by using both employee and customer data in the same research model. Findings – The results showed that even brand citizenship behaviors of employees did not affect brand commitment of customers directly; these behaviors explain customers’ commitment to a brand through influencing perceived brand performance of customers and their trust toward a brand. Overall, this study provided support for the impact of employees’ brand-related behaviors on consumers’ relation with the brand. Research limitations/implications – The results suggest that hospitality employees contribute to the brand success through their behaviors. This helps organizations to enhance brand-related behaviors of their employees to ensure long-term relationships not only with customers but also with their employees in a labor-intensive and high customer contact industry. Originality/value – This research was one of the first to analyze the effects of employees’ brand supporting behaviors on consumers by using both employee and consumer data in the same research model within the hospitality context.
4
Al-Juboori, Nouria Fleah. "Extent of Staff Professional Ethical on Customers' Commitment in Hotel Industry: An Empirical Study - Three-star Hotels in Jordan." International Business Research 9, no. 12 (November 8, 2016): 76. http://dx.doi.org/10.5539/ibr.v9n12p76.
Full textAbstract:
<p>The aim of this study is to understand the practical situation of work ethics in hospitality industry organizations in Jordan by focusing on professional ethics in relation to employees and managers. It also focuses on how such professional ethics prevail in hospitality industry facilities and affect customers’ commitment. The study used primary data by distributing a questionnaire to staff in three-star hotels. The results revealed a positive relationship between the dependent and independent variables from the staffs' point of view by using simple regression. It is also concluded that professional ethical principles can be applied in hospitality facilities, primarily in dealing with customers and maintaining ethical trust; and that the staff (employees and managers) understands and appreciates the importance of having professional ethics in their organizations, as they lead to customer satisfaction and increases the level of commitment.</p>
5
Han, Jang Heon, and Jin Suk Lee. "Employee experience and customer loyalty: Perceived authenticity and relational commitment as serial mediators." Social Behavior and Personality: an international journal 48, no. 2 (February 5, 2020): 1–10. http://dx.doi.org/10.2224/sbp.8752.
Full textAbstract:
We investigated the impact of employee experience on customer loyalty in the hospitality industry, focusing in particular on the serial mediating effects of perceived authenticity and relational commitment, and the moderating role of customer age. To test the proposed conceptual model, we conducted an online survey with 649 participants who had used restaurant services in the past month. Results showed that employee experience exerted a positive impact on customer loyalty. In addition, the relationship between employee experience and customer loyalty was sequentially mediated by perceived authenticity and relational commitment, and the older the customer age, the stronger were the serial mediating effects. Theoretical and practical implications are discussed, and suggestions provided for improving hospitality services.
6
Bansal, Roli, Manisha Lamba, Shirin Alavi, and Vandana Ahuja. "E-Marketing and the Hotel Industry." International Journal of Online Marketing 4, no. 2 (April 2014): 15–27. http://dx.doi.org/10.4018/ijom.2014040102.
Full textAbstract:
In today's world, as online consumers become more price sensitive, less brand loyal and more sophisticated, e-Customer Relationship Management (CRM) and e-marketing becomes a strategic necessity for attracting and increasing consumer's patronage. This manuscript traces the evolution of e-marketing and demonstrates the relationship between the Web Presence Index (WPI) of the hospitality sector across a set of hotels. Here WPI of a particular hotel brand is a function of the total web presence across the Website, FaceBook Page, YouTube, Twitter and MakeMyTrip.com. Subsequently, a positive relationship is visible between the Web Presence Index (WPI) for each hotel and further, it's Alexa traffic volume indicates the total online user traffic. This manuscript demonstrates the web presence of hotels through WPI, Alexa, traffic volume, and their weighted calculated score on the basis of the above parameters. The Web Presence Index is indicative of the usability, credibility and persuasiveness of a consumer in the context of hotel websites. It further depicts how hotels can build better relations with customers by recognizing their needs, preferences, complaints and so on.
7
Baquero, Asier, Beatriz Delgado, Raquel Escortell, and Juan Sapena. "The influence of transformational and authentic leadership on the satisfaction of hotel customers in the Canary Islands." Tourism and Hospitality Research 20, no. 3 (November 28, 2019): 331–44. http://dx.doi.org/10.1177/1467358419891458.
Full textAbstract:
Leadership provides a strategy to deal with intense competition and high customer expectations in the hotel industry. This paper analyses the ability of managers’ transformational and authentic leadership to predict customer satisfaction. A sample of 18,944 customers and managers of eight hotels in the Canary Islands was used for the analysis. The data were collected using the Multifactor Leadership Questionnaire-6s, the Authentic Leadership Questionnaire and ReviewPro management software. The data were analysed to confirm the ability of transformational and authentic leadership to predict overall customer satisfaction. The results indicate that the transformational subscales of idealised influence and intellectual stimulation and the authentic subscales of relational transparency and balanced processing predict overall customer satisfaction. However, there are discrepancies between the results for self-managed service departments and outsourced service departments. This study provides a novel approach to scientific research, building upon previous studies of the effectiveness of both types of leadership, especially in relation to their impact on guest satisfaction and differences between departments. The evidence provides insight into the leadership qualities that increase customer satisfaction, which is essential in the hotel industry.
8
Matzler, Kurt, Andreas Strobl, Norbert Thurner, and Johann Füller. "Switching experience, customer satisfaction, and switching costs in the ICT industry." Journal of Service Management 26, no. 1 (March 16, 2015): 117–36. http://dx.doi.org/10.1108/josm-04-2014-0101.
Full textAbstract:
Purpose – Stabilizing business in highly competitive and volatile business-to-business (B2B) markets is a strategic imperative for many companies. In such a context, customer retention through the creation of switching barriers (i.e. by increasing switching costs) is a common strategy. The purpose of this paper is to develop a network of relationships among customer switching experience, customer satisfaction, perceived switching costs, and behavioral loyalty intentions. Design/methodology/approach – Survey data were collected from 327 business customers (very small enterprises with fewer than nine employees; customers included physicians, lawyers, tax advisors, consultants, civil engineers, etc.) of an information and communications technology (ICT) company. The research model was tested using partial least square structural equation modeling. Findings – The results show that switching experience negatively influences customer satisfaction and behavioral loyalty intention. Furthermore, the influence of customer satisfaction on behavioral loyalty intentions is partially mediated by financial and relational switching costs. Practical implications – In saturated markets, companies often try to grow by acquiring customers from competitors. This study reveals that this strategy can backfire. The customers that can be most easily acquired may be those that are the most difficult to retain because customers experienced in switching are difficult to satisfy – and low satisfaction means lower perceived financial and relational switching costs and, in turn, lower loyalty. Originality/value – This research contributes to theory and practice by shedding further light on the satisfaction-loyalty link by investigating the often widely neglected role of switching experience. Furthermore, the study seeks to add to the discussion of how to specify the role of switching costs: as a mediator or as a moderator.
9
Munjal, Sandeep, and Anjana Singh. "Conclusion: going digital is the only way forward for the Indian tourism and hospitality industry." Worldwide Hospitality and Tourism Themes 13, no. 2 (June 7, 2021): 291–95. http://dx.doi.org/10.1108/whatt-09-2020-0119.
Full textAbstract:
Purpose The purpose of this paper is to review and summarize the theme issue outcomes in relation to the strategic question: How is the hospitality and tourism industry in India responding to the dynamic digital era? Design/methodology/approach This paper draws on the findings of the theme issue contributors to identify the response of the Indian hospitality and tourism industry towards the rapid pace of digitization and use of technology. Findings The summary highlights the research on various facets of digital push with respect to marketing of products and services, role of data analytics, use of technology tools in operations to impact customer experience. It has implications for industry practitioners, researchers and policymakers. Practical implications It is quite clear that technology needs to be embraced by the hospitality and tourism Industry in India at a faster pace to compete well globally, deployment of digital technology has potential to positively impact efficiencies and quality of customer experience. There are huge implications for how digital marketing is going to become a critical part of the marketing strategy at large. Originality/value The research in this theme provides insight from both practitioner and academic perspectives provide a take on the ground realities with respect to how the hospitality and tourism businesses in India are changing how they work in the digital era.
10
Sigala, Marianna. "Implementing social customer relationship management." International Journal of Contemporary Hospitality Management 30, no. 7 (July 9, 2018): 2698–726. http://dx.doi.org/10.1108/ijchm-10-2015-0536.
Full textAbstract:
PurposeThis paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment.Design/methodology/approachA literature review provides a critical analysis of the concept, tenets, aims and implementation approaches of social CRM. Arguments are summarised by developing a process-based framework for implementing social CRM.FindingsBy adopting a value co-creation approach that recognises the technology-fostered customer empowerment, the social CRM highlights the need to immigrate from relationship management to relationship stewardship. In this vein, social CRM implementation should support and foster dialogue facilitation and customer engagement in co-creating customer experiences. To achieve these, five approaches for implementing social CRM are proposed: collecting, analysing and interpreting customer insight; monitoring and improving the performance of CRM; developing holistic and seamless personalised customer experiences; gamifying CRM and loyalty programmes; and nurturing community relationship management.Research limitations/implicationsThe five approaches to social CRM implementation are identified and validated based on current industry practices, theoretical arguments and anecdotal evidence of professionals’ perceptions about their outcomes. Future research is required to collect hard evidence showing the business and customer impacts of these approaches.Practical implicationsSocial CRM immigrates relationship management from a transactional to a customer experience mindset that treats customers as co-creators of value and demands the tourism and hospitality firms to exploit the affordances of information and communication technologies to collect and analyse customer data for better understanding the customer; develop customer touch points that do not only aim to sell but also primarily aim to enhance the customer interactions and experiences; consider and treat the customers and the customer communities as co-creators, brand ambassadors and stewards of relations; and motivate and enable customer participation into value co-creation processes for developing customer experiences and building relationships.Originality/valueResearch in social CRM is emerging, but it mainly focusses on defining its scope and identifying the functionality and adoption of social CRM technology. The paper contributes to the literature by proposing five specific approaches and a process framework for implementing social CRM. Various directions for future research are also provided.
11
Щетилина, Ирина, Irina Shchetilina, Наталья Родионова, Natalya Rodionova, Марина Мануковская, and Marina Manukovskaya. "Labour market state analysis in the sphere of the hospitality industry on the example of Voronezh." Servis Plus 8, no. 4 (December 3, 2014): 53–58. http://dx.doi.org/10.12737/6467.
Full textAbstract:
The sphere of hotel service is unique, because the staff is apart of the hotel product. Often it is difficult to distinguish the material part of the product from its spiritual component. The stuff that supplies services is the most important component of these services. The same services can be supplied in different ways, because the personnel of the hotel serves customers differently. The stuff has to receive visitors in such way that he would become a regular customer. It constitutes the main advantage of accommodation. The staff relations must be arranged in such manner that the staff would perform labour in all levels of organization structure with the conscious that their professional activity and the service atmosphere which they create are forming the conscience of the customer.
Highly qualified stuff recruitment is a very important question in any sphere of activity. The hotel sphere is not an exclusion. The owners of the hotels should recruit the stuff without overlooking highly qualified specialists. The staff of the hotel is the face of the establishment and it is very important to be sure that the employee performs his labour qualitatively and is polite enough towards the guests etc. The more competent recruitment implies that the hotel gets more favorable responses and consequently more guests. The well matched highly qualified stuff is the keystone to success.
The article comprises the analysis of the labour market state in the sphere of hospitality industry. The supply and demand of vacancies in Voronezh was studied. Professions and vacancies with best job opportunities were determined as the result of the analysis.
12
Xu, Feng Zeng, and Ying Wang. "Enhancing Employee Innovation Through Customer Engagement: The Role of Customer Interactivity, Employee Affect, and Motivations." Journal of Hospitality & Tourism Research 44, no. 2 (December 9, 2019): 351–76. http://dx.doi.org/10.1177/1096348019893043.
Full textAbstract:
Customer engagement involves customers’ interactive experiences with a brand or service provider. Focusing on the hotel industry, this study investigates the role of customer interactivity, positive affect, and employee motivations in enhancing employees’ innovative behaviors under the S-O-R (stimulus–organism–response) framework. Using data collected via a mixed-mode quantitative survey of 830 Chinese hotel employees, the authors developed and tested a structural model. The findings suggest that customer interactivity, positive affect, and motivations as influential factors affect employee innovative behavior. Specifically, customer interactivity influences employee innovative behavior directly and indirectly through positive affect and intrinsic and extrinsic motivations. Theoretically, the study clarifies the mechanisms underpinning the effect of customer interactivity on employees’ innovative behaviors and extends the S-O-R model by applying it in the organizational behavior domain. Practically, the results highlight a need for reward systems to incorporate measures of employee performance in relation to fostering customer interactivity and engagement.
13
Sashi, C. M., Gina Brynildsen, and Anil Bilgihan. "Social media, customer engagement and advocacy." International Journal of Contemporary Hospitality Management 31, no. 3 (March 18, 2019): 1247–72. http://dx.doi.org/10.1108/ijchm-02-2018-0108.
Full textAbstract:
PurposeThe purpose of this study is to examine how social media facilitates the process of customer engagement in quick service restaurants (QSRs). Customers characterized as transactional customers, loyal customers, delighted customers or fans, based on the degree of relational exchange and emotional bonds, are expected to vary in their propensity to engage in advocacy and co-create value.Design/methodology/approachHypotheses linking the antecedents of customer engagement to advocacy are empirically investigated with data from the Twitter social media network for the top 50 US QSRs. Multiple regression analysis is carried out with proxies for advocacy as the dependent variable and connection effort, interaction effort, satisfaction, retention effort, calculative commitment and affective commitment as independent variables.FindingsThe results indicate that retention effort and calculative commitment of customers are the most important factors influencing advocacy. Efforts to retain customers using social media communication increase advocacy. Greater calculative commitment also increases advocacy. Affective commitment mediates the relationship between calculative commitment and advocacy.Practical implicationsFostering retention and calculative commitment by using social media communication engenders loyalty and customers become advocates. Calculative commitment fosters affective commitment, turning customers into fans who are delighted as well as loyal, enhancing advocacy.Originality/valueThis study uniquely investigates the relationship between the antecedents of customer engagement and advocacy. It develops the theory and conducts an empirical analysis with actual social media network data for a specific industry where usage of the network is widely prevalent. It confirms that calculative commitment influences advocacy. Calculative commitment not only has a direct effect but also has an indirect effect through affective commitment on advocacy in the QSR context. Further, social media efforts by QSRs to retain customers encourage advocacy. Other customer engagement antecedents do not directly influence advocacy.
14
Joshi, Basant P. "Disruptive Innovation in Hospitality Human Resource." Journal of Tourism and Hospitality Education 8 (May 28, 2018): 48–61. http://dx.doi.org/10.3126/jthe.v8i0.20010.
Full textAbstract:
In this 21st century, where all the organizational activities are transforming into a digital technology base, the disruption in any business cannot be imagined without adapting a technological break through. Technological disruption in HR may cause a robotic service experience for the customers, especially in the hospitality industry because if the human resource component is replaced with the technology, for e.g. a meal service in the restaurant if replaced with a robotic machine or a robot, the human touch component of that experience will not be realized by the customer hence the service in a long run becomes mechanistic. The innovation theory seems to be more relevant to any product or a service but when we talk about human resource, it is neither a product nor a service. The term Human Resource is used to the people those who work for the organization and also the department who is responsible for managing the required resources for the employees to facilitate their job. The term Human Resource was first coined in the year 1960 when people realized the value of labor relation, motivation, behavior and productivity. Journal of Tourism and Hospitality Education 8 (2018) 1-29
15
Yu, Tsu-Wei, and Lu-Ming Tseng. "The role of salespeople in developing life insurance customer loyalty." International Journal of Retail & Distribution Management 44, no. 1 (January 11, 2016): 22–37. http://dx.doi.org/10.1108/ijrdm-06-2014-0074.
Full textAbstract:
Purpose – The purpose of this paper is to closely investigate the antecedents affecting relationship quality and its consequences between life insurers and their customers. Design/methodology/approach – Data were collected from the customers of life insurers’ customer relationship management centres and were analysed using in-depth interviews and questionnaires. A structural equation modelling approach is employed to test the hypotheses. Findings – The findings are generally consistent with the literature. This study supports all hypotheses. Finally, the findings of this study confirm that relationship quality mediates the effects of salesperson characteristics and relational selling behaviour on customer loyalty. Originality/value – To the authors knowledge, there is little published research that examines antecedents and consequences of relationship quality in life insurance industry in Taiwan. Therefore, in addition to developing high-quality services, life insurers need to establish and maintain long-term relationships with customers in order to create corporate innovation value.
16
Al-Hajri, Salim, Abdelghani Echchabi, Mohammed Mispah Said Omar, and Abdullah Mohammed Ayedh. "Investigating Online Social Media Network Acceptance in the Tourism and Hospitality Industry in Oman." Research in World Economy 12, no. 2 (February 9, 2021): 218. http://dx.doi.org/10.5430/rwe.v12n2p218.
Full textAbstract:
In the emerging tourism and hospitality industries such as that of Oman, companies can market their services and products using the Social Media Networks (hereafter SMNs) and engage customers to identify their requirements online. Oman recognizes the benefits of SMNs in the tourism and hospitality industry and it has made major efforts to ensure the success of this newly introduced industry like its neighboring country the United Arab Emirates (hereafter UAE). Even though, the hospitality industry is vital to the economy of Oman, the Omani hospitality industry continues employing the conventional approach while conducting transactions. Understanding the influence of accepting such an innovation in the hospitality industry in Oman raises a fruitful research question to investigate. Therefore, it is this study’s objective to examine the influence of SMNs Acceptance in the tourism and hospitality industry in Oman. For the attainment of the study’s objective, the study uses a survey questionnaire to 200 respondents that have visited Oman recently, where 182 responses were properly filled and returned. The structural equation modeling (hereafter SEM) had been utilized to analyze the collected data. The results reveal that the respondents had high degree of satisfaction with their travel experience and they intended to continue using SMNs for tourism purposes. Nonetheless, it was found that the major factors influencing their decisions are: perceived usefulness, perceived ease of use, subjective norms and reliability.
17
Marković, Suzana, and Sanja Raspor Janković. "Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry." Tourism and hospitality management 19, no. 2 (December 10, 2013): 149–64. http://dx.doi.org/10.20867/thm.19.2.1.
Full textAbstract:
Purpose – The purpose of the present study was to examine the relationship between service quality and customer satisfaction. The main objective was to discuss the impact of perceived service quality dimensions on customer satisfaction in the hotel industry in Croatia. Methodology – The data were collected using self-administered questionnaire. The questionnaire consisted of three parts. First, perceived service quality was measured using modified SERVQUAL model. Second, customer satisfaction was operationalized with one variable, representing overall satisfaction measure. Third, demographic variables were included. Questionnaires were distributed to domestic and international hotel guests in the Opatija Riviera (Croatia). Descriptive analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed to analyze the data. Findings – Factor analysis identified four dimensions of perceived service quality, namely reliability, empathy and competence of staff, accessibility and tangibles. Multiple regression analysis showed that reliability, accessibility and tangibles had a significant and positive effect on overall customer satisfaction. On the other hand, empathy and competence of staff positively influenced hotel guests’ satisfaction, but this impact was not statistically significant when other dimensions were involved. These results indicate that hotel service quality is indeed a significant predictor of customer satisfaction. Thus, improving hotel service quality, results with higher satisfaction levels of hotel guests. Value/originality – The present study focuses on determining relative importance of perceived hotel service quality dimensions in relation to customer satisfaction, reporting the findings from Croatia. Therefore, it contributes to the existing literature on service quality and customer satisfaction relationship in hotel industry.
18
Huzar, U., А. Holod, М. Paska, Yu Felenchak, and І. Stakhiv. "ROBLEMS OF IMAGE FORMATION OF ENTERPRISES OF THE HOSPITALITY INDUSTRY IN THE CONDITIONS OF THE GLOBAL PANDEMIC." Financial and credit activity: problems of theory and practice 3, no. 38 (June 30, 2021): 447–55. http://dx.doi.org/10.18371/fcaptp.v3i38.237477.
Full textAbstract:
Abstract. The purpose of the work is to study the problems of marketing support of the image formation of the hospitality industry in a pandemic. The pandemic has exacerbated the issue of competition, which has led to the intensification and updating of research in the direction of forming a positive image of the hospitality industry. Based on the interpretations of researchers, there is a definition of the image of the enterprise, which is described as a «synergistic» concept that covers different image levels, which are formed on the basis of values, communication and socio-economic relations between actors and cooperation. It is determined that the image of the enterprise is formed on the basis of the corporate culture of the company, where the fundamental component is a clear and understandable formulation of the mission of the organization. The author’s model of image formation of hospitality industry establishments is given.
It is proposed to consider consumer confidence as one of the key factors in stabilizing the hospitality industry, which opens the horizons of a new vision of the enterprise. Three main components of trust are investigated: trust of investors (investors), trust of the personnel to the organization, trust of clients. The author’s approach to the formation of modern components of trust is presented.
The global consumer sentiment during the pandemic of December 2020 — February 2021 in the developed world was analyzed, based on which it was concluded that consumers still plan to reduce their spending by at least 20% in the next four weeks compared to the previous four. The largest share of reduced costs is accounted for by restaurant services and travel.
The study helps to address many issues related to improving the functioning of the hospitality industry in a pandemic. It is concluded that in terms of reducing demand for hospitality services and strengthening the role of security in recreational and tourist activities, the formation of a new level of customer confidence is of particular importance, which should be based on a renewed interpretation of the principle of «feel at home» expanding the use of information and communication technologies.
Keywords: company image, hospitality industry, global pandemic, trust, planned consumer spending.
JEL Classification M14, L83, N10
Formulas: 0; fig.: 3; tabl.: 0; bibl.: 10.
19
Hariyati, Farida, and Rina Sovianti. "Strategi Komunikasi Pemasaran dalam Mempertahankan Customer Loyalty pada Hotel Salak Bogor, Indonesia." CoverAge: Journal of Strategic Communication 11, no. 2 (March 17, 2021): 52–66. http://dx.doi.org/10.35814/coverage.v11i2.2019.
Full textAbstract:
Hospitality industry is an integral part of the tourism sector in Indonesia. This study aims to examine the marketing communication strategy of Hotel Salak The Heritage in maintaining customer loyalty in the city of Bogor, as one of the major tourism cities in Indonesia, amidst the presence of new hotels that have increased significantly. This study used a qualitative approach with descriptive methods. Data analysis was carried out with triangulation techniques to confirm the results of in-depth interviews related to findings in the field. The results of this study reveal that marketing communication strategies in maintaining customer loyalty are carried out in harmony with the cultural identity inherent in this hotel. HSTH was designated as a cultural preserve by the local government of Bogor. The use of technology becomes the concern for the public relations and marketing division of HSTH to design and process messages through various social media, non-media promotions, and artificial intelligent.
20
Tu, YaoJen, Barbara Neuhofer, and Giampaolo Viglia. "When co-creation pays: stimulating engagement to increase revenues." International Journal of Contemporary Hospitality Management 30, no. 4 (April 9, 2018): 2093–111. http://dx.doi.org/10.1108/ijchm-09-2016-0494.
Full textAbstract:
Purpose Customer willingness to pay (WTP) was initially set out to estimate the perceived value from a purchasing experience. However, purchasing decisions have changed as value co-creation has been increasingly applied in the hospitality industry. In adopting a service-dominant (S-D) logic lens, this paper aims to empirically test how co-creation affects WTP through customer engagement (CE). Design/methodology/approach The context for the empirical analysis is the Chinese market, one of the largest online purchasing markets that has been significantly transformed since the proliferation of co-creation. The study is a within-design online experiment with 488 Chinese participants. The analysis makes use of mediation models to evaluate the proposed mechanisms behind co-creation, CE and the moderated role of frequency of stay, and their impacts on WTP. Findings The data confirm the hypothesised positive impact of value co-creation on customer WTP. This impact is fully mediated by CE, i.e. CE is the mechanism behind a higher WTP propensity for co-created hotel rooms. Notably, the frequency of stay at a hotel, thus positively influencing WTP, does not have a moderated mediation effect on this relationship. Originality/value Limited research to date has investigated the price effectiveness of value co-creation in the hospitality context. This study contributes to the S-D logic and value co-creation discourses by testing the effectiveness of these concepts in relation to customer pricing decisions. This study empirically confirms the hypothesised model and provides recommendations for hospitality research and practice.
21
Sozen, Cenk, and Tülay Korkmaz Devrani. "Introduction of a new method for retailing and marketing research: the case of shopping malls." Property Management 38, no. 3 (March 29, 2020): 365–81. http://dx.doi.org/10.1108/pm-09-2019-0049.
Full textAbstract:
PurposeThe purpose of this study is to suggest an unusual method that may help researchers to examine from the real-time movements of consumers among stores located on any kind of shopping location. We assumed shopping behavior of individuals as a complicated network representing their interactions with multiple types of stores – brands. Shopping malls were chosen to test this alternative method. Closely located stores in these organizations give researchers a chance to investigate patterns of interactions of customers in relation to brands. Therefore, we decided to develop an unusual method to examine customers' behavior in these organizations.Design/methodology/approachThis study suggests that circulation patterns of customers in a shopping location may provide valuable information to decision makers. The applicability of this technique was tested on 700 consumers visiting stores of a supper-regional shopping mall, located in Ankara, Turkey. Paths of the customers in a specific type of mall were determined, and their interactions with the stores were analyzed by using social network analysis techniques. The brands having key positions in the network were compared with the brand configuration of high- and low-performer malls serving to similar markets.FindingsThe results of the network analyses were used to understand whether this method could be beneficial for the ideal tenant mix problem of shopping malls. Findings suggest that the performance of malls depends on fitness to customer paths, and the malls, which didn't have the key brands at the initial stage, could not adapt themselves later. Findings of the case study verified that this technique might offer a solution to this well-known dilemma of the retailing sector and may have several implications.Originality/valueThese types of data are very valuable, especially for retailing research and the industry, because very critical knowledge such as traffic among retail stores, key central brands, ideal location of stores, consumption tendencies of different customer groups and symbiotic or competitive relations among retailers can be obtained. This method may also have broad implications in other fields of research such as location analysis, decision support systems and property management as well as marketing and retailing.
22
CHMIL, Hanna. "Strategic analysis of the hospitality industry: challenges Covid-19." Economics. Finances. Law, no. 8 (August 28, 2020): 14–17. http://dx.doi.org/10.37634/efp.2020.8.3.
Full textAbstract:
The paper considers the features of determining the development strategies and activities of the enterprise in the hospitality industry. A SWOT table for selecting the basic strategy of a restaurant enterprise is constructed. it consists of three basic strategies with corresponding measures: A – strategy for increasing production; B – strategy for stabilizing production; and C – strategy for reducing production. It is proved that under the conditions of adaptive quarantine, the restaurant should choose the strategy C6 (if there are opportunities) and C12 (if there are only threats). It is proposed to choose the following stabilization measures for strategy C6: ensuring the reduction of fixed costs, the use of reserves; C12-lease of current assets; optimization of personnel for qualification; removal of inefficient equipment. The factors influencing the efficiency of cost management of restaurant enterprises are determined. Recommended organizational and economic measures of strategic cost management of restaurant enterprises are designed to improve the result of their activities and achieve competitive advantages. The development of strategic cost management mechanisms is based on the concept of strategic cost chains. Appropriate methods of strategic cost management are proposed, taking into account the stages of the product life cycle: cost control in the process of creating products based on business process reengineering; optimization of the product range, cost management based on the composition of consumers according to the criteria of profitability; cost management based on improving relations with suppliers; cost management and establishment of discount cards by establishing effective relationships with customers based on product price regulations; cost management based on market segmentation and optimization of the sales channel. The prospects for further research are the creation of scenarios for the development of enterprises with the aim of gradually switching to a strategy of sustainable production.
23
Jeon, Jiyeon, Myongjee Yoo, and Natasa Christodoulidou. "The impact of Wi-Fi service on millennial diners." Journal of Hospitality and Tourism Technology 10, no. 3 (September 17, 2019): 383–400. http://dx.doi.org/10.1108/jhtt-11-2017-0133.
Full textAbstract:
Purpose The purpose of this study is to explore the impact of Wi-Fi service on the millennial generation’s loyalty to restaurants. Additionally, this study examines the impact of Wi-Fi service on three different types of restaurants (coffee shops, fast-food restaurants and casual dining restaurants). Furthermore, this study examines the similarities and differences that exist cross-culturally between Americans and Koreans. Design/methodology/approach A total number of 480 questionnaires were collected to empirically test the study model. A factor analysis that used a principal components analysis with varimax rotation was performed to condense the loyalty items into a few underlying constructs, and the Cronbach’s alpha was checked to test for reliability. A multiple regression analysis and t-test were performed to test the study hypotheses. Findings The results show that Wi-Fi service has a significant impact on millennials’ loyalty behavior on all three types of restaurants in this study. However, the differences between Americans and Koreans on how they perceive the Wi-Fi services turned out to be significant only for coffee shops. Research limitations/implications The authors used a non-probability convenience sampling method for data collection. The findings cannot be generalized to other types of restaurants, such as fine dining and luxury restaurants. Although the results indicate a positive relation between Wi-Fi usage and a customer’s loyalty, loyalty is a multifaceted concept where a variety of factors, such as frequency or convenience can have an impact. Practical implications The findings should encourage marketers in the restaurant industry to use Wi-Fi as a value-added service for their customers. Originality/value There are limited studies on how significant Wi-Fi service is for the hospitality industry, and in particular, for restaurants. This study builds on the scholarship of Cobanoglu et al. (2012) on the value of the customer loyalty by providing new insights into customers’ views on Wi-Fi service in the restaurant industry.
24
Zaman, Mustafeed, Laurent Botti, and Tan Vo Thanh. "Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels." International Journal of Culture, Tourism and Hospitality Research 10, no. 4 (October 3, 2016): 455–70. http://dx.doi.org/10.1108/ijcthr-08-2015-0095.
Full textAbstract:
Purpose The purpose of this study is to examine the relationship between the managerial efficiency and the customer satisfaction of Parisian boutique hotels by using the multi-criteria decision analysis (MCDA) methods. Design/methodology/approach In the first stage, hotels’ managerial efficiency is assessed by data envelopment analysis to establish which hotel has the most efficient performance. In the second stage, the customer satisfaction of these hotels is estimated by the ELECTRE (ELimination et Choix Traduisant la RÉalité) method to assess the hotel’s ability to satisfy their customers. Findings Empirical results show that there is an inverse relation between customer satisfaction and ability to maximise the Revenue per Available Room (RevPAR). In other words, trying to improve efficiency implies a reduction in guests’ satisfaction (and vice versa). Research limitations/implications Therefore, through this research the authors can realise that hotel managers should give more attention to customer service because it has a more direct and important impact on customer satisfaction. It also positively impacts on resource management. However, there are some limitations to this study. First, this study only focuses on 12 hotels. Because the data set is very confidential, it is very difficult to have a bigger sample. Then, the evaluation is based on 2014 figures only. It could be interesting to know their performance for previous years to understand their evolution. Finally, it is necessary to know the percentage of direct reservations for each hotel. For instance, if a hotel is relying too much on online travel agents (i.e. Booking.com, Expedia, etc.), it needs to pay a significant amount of commission to these companies. As a result, it could have a good RevPAR but might pay a huge commission (for example, 20 per cent for most of sites) at the end. In terms of perspectives, it is necessary to conduct a more extensive research to test the hypothesis in a different context. Additionally, the data were taken for a single period of time. It will be very interesting to create a panel of hotels and collect data over a period of time (Barros, 2005; Barros and Santos, 2006; Barros and Deike, 2008). This would enable to better understand the relationship between managerial efficiency and customer satisfaction in a long-term prospective. Originality/value This paper presents the relationship between the managerial efficiency and customer satisfaction in Parisian boutique hotels context. Study suggests that in service industry, increase of firm’s efficiency could negatively impact the guest satisfaction. Therefore, through studying the authors can realise that why hotel managers should focus on customer satisfaction, which attributes play the vital role in customer satisfaction and how to optimize their resources. One of the originalities of this paper is that the authors use the customers’ feedback from the UGC websites (Trip Advisor and Booking.com) as the performance evaluation indicators for customer satisfaction. The data are very confidential and hard to get.
25
Palazzo, Maria, Pantea Foroudi, and Maria Antonella Ferri. "Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York." TQM Journal 33, no. 7 (July 29, 2021): 193–221. http://dx.doi.org/10.1108/tqm-09-2020-0203.
Full textAbstract:
Purpose This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.Design/methodology/approach The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.Findings This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.Originality/value The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.
26
Husna, Nisrin. "THE INFLUENCE OF CORE SELF EVALUATIONS ON THE WORK MOTIVATION OF PUBLIC RELATIONS PRACTITIONERS IN HOTEL BUSINESS COMPETITION IN THE GLOBALIZATION ERA." JURNAL SOSIAL : Jurnal Penelitian Ilmu-Ilmu Sosial 20, no. 2 (November 27, 2019): 60–63. http://dx.doi.org/10.33319/sos.v20i2.30.
Full textAbstract:
Abstract— In this globalization era, hospitality or hotelier investment opportunities are growing rapidly, but not without a formidable competition, which is why these growing opportunities and threats have to be recognised by the people in this industry. One of the most important strategy in facing the global era business competition is to convince the costumer that the hotel they are chosing is better and has more benefits than the rest of the competition. Convincing the customer means building a relation through positive perception, positive image and positive experiences to finally gain their trusts. This is where a highly motivated Public Relations is needed as the frontline of the company. Judge, Erez & Bono (1998) stated that self esteem, self efficacy and the locust of control are the three core-self evaluation that form the basic for building individual work motivation.The purpose of this study is to see the influences of these three core-self evaluation on the work motivation of Public Relations in facing the hotel business competition. When analyzing the influences of these three variables on the work motivation of a Public Relations, the researcher uses the cybernetic tradition approach. Through this approach the researcher then uses the Expectancy Value Theory in analyzing the influences of self esteem, self efficacy, and the locus of control on the work motivation.The sample of this research is the Public Relations practitioner of Santika Indonesia Hotel and Resort. This research uses the path analysis technique. The SPSS calculation shows that the three variables bring positive influences towards the work motivation with the self efficacy line coefficient value of 0.322, self efficacy 0.340, and the locus of control with 0.346.These results show that the more positive the self esteem, self efficacy and the locus of control value of a Public Relations, the higher the work motivation of the Public Relations of Santika Hotel and Resort in facing the business competition in this global era.
27
Munjal, Sandeep, Sanjay Sharma, and Pallavi Menon. "Moving towards “Slow Food”, the new frontier of culinary innovation in India." Worldwide Hospitality and Tourism Themes 8, no. 4 (August 8, 2016): 444–60. http://dx.doi.org/10.1108/whatt-04-2016-0022.
Full textAbstract:
Purpose The paper aims to research the current understanding of Slow Food in the Indian hospitality sector and to identify how the industry can embrace the concept and its sustainability. To begin, underpinnings are considered in relation to traditional, locally produced food for patrons that is actually “farm to fork” in terms of its delivery model as evidenced by backward integration in the supply of key ingredients. The economics of the backward integration is analysed to measure its impact on businesses’ bottom-line in the context of an inflationary economy. Design/methodology/approach Existing published literature is reviewed with reference to the “Slow Food movement” from both an international and Indian perspective. Vedatya’s approach to sustainable culinary value chain creation and its applicability for industry adoption with an intent to offer Slow Food on commercial menus is documented and discussed. A round table discussion with key food and beverage leaders is also documented and analysed to establish the current state of awareness and readiness of the sector to offer “Slow Food” through an integrated supply chain in India. Findings Slow Food as a concept is new to India; there is a huge shift in many parts of the world towards food that is fresh, traditional and drawn from locally available ingredients. This research shares Vedatya’s experience in developing an integrated value chain that can provide a sustainable Slow Food model for the Indian hospitality and restaurant sector to deploy with a positive impact on profitability too. Research limitations/implications There is need for more research to better understand the feasibility of hospitality businesses working on supply chain with backward integration, to offer “Slow Food” to consumers. While there seems to be a demand for traditional food, this paper does not research that aspect; further research is required to ascertain the potential demand for Slow Food in India. Practical implications The popularity of Slow Food is global; however, the Indian hospitality sector is yet to warm up to this potential. The customer focus on healthy, traditional, fresh food opens an opportunity to innovate, and businesses that build capacity to offer real farm-to-fork menus can become market leaders and will reap bottom-line benefits through lower input costs because of supply chain integration. Originality/value This paper is unique in terms of offering a discussion on the potential of Slow Food as the next realm of culinary innovation in India. It also adds value by sharing the Vedatya experience in terms of developing an integrated supply chain that facilitates the Slow Food offering in a farm-to-fork format. The model can be emulated by commercial hospitality businesses resulting in cost advantages and higher satisfaction levels of customers.
28
Wernz, Christian, Pooja Thakur Wernz, and Kongkiti Phusavat. "Service convergence and service integration in medical tourism." Industrial Management & Data Systems 114, no. 7 (August 5, 2014): 1094–106. http://dx.doi.org/10.1108/imds-04-2014-0115.
Full textAbstract:
Purpose – The purpose of this paper is to introduce and discuss the concepts of service convergence and service integration, illustrate them in the context of the medical tourism industry, and link them to factors that contributed to the success of a medical tourism firm. Design/methodology/approach – The basis for the conceptual development of service convergence and service integration is an in-depth case study of Bumrungrad International Hospital (BIH) in Thailand. Based on semi-structured interviews and archival data, BIH's business model is analyzed and factors are identified that led to its success in the industry. Findings – BIH's success can be attributed to nine key initiatives that enhanced customer focus, operational efficiency, and service quality. These initiatives supported BIH's twofold business model of product differentiation and globally competitive prices. The firm's activities led to the integration of medical and hospitality services resulting in a new, enhanced product. Competitors adopted BIH's service integration approach, which started the service convergence trend in the medical tourism industry. Research limitations/implications – The conceptual foundations for service convergence and service integration are laid in this paper and can serve as the basis for future research. Practical implications – Insights from BIH's business model can guide firms in medical tourism and related industries on how to innovate and how to successfully implement their service products. Originality/value – This paper introduces the term service convergence and discusses its mechanisms. Furthermore, it identifies success factors of a leading firm in the medical tourism industry and links them to service integration.
29
Singh, Noopur. "Strategic human resource practices for innovation performance." Benchmarking: An International Journal 25, no. 9 (November 29, 2018): 3459–78. http://dx.doi.org/10.1108/bij-08-2017-0215.
Full textAbstract:
PurposeThe purpose of this paper is to understand the conception of strategic human resource practices (SHRPs) for establishing innovation performance (IP) in the tourist hotel industry. In this research, the author has also studied the influence of knowledge management capacity (KMC) as a mediator between the two and the role of environmental uncertainty (EU) in moderating the relation between SHRP and KMC.Design/methodology/approachData were collected through survey method from the employees and managers of the tourist hotels in Jharkhand, India. Furthermore, 368 customer contact employees and 46 managers’ responses were analyzed using confirmatory factor analysis and SPSS macro named PROCESS.FindingsThe interpretation of the empirical results signifies SHRP influence on IP and KMC as a mediator between SHRP and IP. Additionally, the role of EU in positively mitigating the interaction between SHRP and KMC was seen.Originality/valueThe present research work adds to the subsisting literature by empirically fortifying the proposed hypotheses. Additionally, current studies focused on hospitality and tourism industry operating in a developed economy, the present study is an attempt to explore a comprehensive and theoretically grounded relationship between SHRP, KMC and IP with the help of resource-based view in an emerging economy.
30
Veríssimo, Medéia, and Carlos Costa. "Unveiling the key features of a positive service experience at hostels." International Journal of Contemporary Hospitality Management 31, no. 11 (November 11, 2019): 4276–92. http://dx.doi.org/10.1108/ijchm-03-2018-0255.
Full textAbstract:
Purpose This paper aims to unveil the factors that contribute to a positive hostel experience by electing key features and describing their nature from a customer perspective. Design/methodology/approach The study uses an exploratory, empirical approach, applying netnography to collect information about guests’ experiences from the five selected top-rated hostels in Europe and Latin America. A content analysis of 500 positive reviews was conducted exploring the critical features of service experience in hostel sector. Lisbon and Rio de Janeiro were selected for this study as they are among the destinations that have received top-rated hostel awards. Findings The findings reveal that a hostel experience carries a more symbolic than utilitarian meaning, especially in relation to its social dimension. Results indicate that a hostel stay is positively enhanced by ten key features, namely, staff, supplementary services (e.g. social activities), facilities, location, atmosphere, guests’ interactions, cleanliness, design and decoration, value for money and safety. Staff, supplementary services and facilities were the most mentioned hostel features, which emphasizes their potential to create a favourable environment for social interactions. Research limitations/implications Findings are restricted to a limited sample size and geographical area. The main limitation of the study lies, though, in the lack of studies concerning the specific context of hostels within a service experience approach. Practical implications Some hostels renounce low-quality stigma to establish themselves as a “cool” type of tourist accommodation. Offering a stay based on good value for money and social atmosphere, these establishments are shaping the industry’s future by both redefining the contemporary hostel’s image and attending to modern travellers’ specific needs. Given the increasing importance of hostels to tourism, this study provides information to scholars and industry practitioners who are interested in understanding how service experience can be enhanced in the hospitality industry. Originality/value This paper is a preliminary in-depth examination of factors that positively influence a hostel stay from a customer experience perspective. Thus, it provides insights into service experience management for the tourist accommodation sector.
31
Scholz, Petr, and Jan Voracek. "Organizational culture and green management: innovative way ahead in hotel industry." Measuring Business Excellence 20, no. 1 (March 21, 2016): 41–52. http://dx.doi.org/10.1108/mbe-12-2015-0057.
Full textAbstract:
Purpose The purpose of this paper is to identify perspective and feasible combinations of the existing revenue-driven methods with still more pervasive features of knowledge-based management and green management in hotel industry. The authors believe that the key path to success is in even closer, that is, daily personal orientation on customers, specifically on their satisfaction in both functional and emotional dimensions. Design/methodology/approach A research prototype of competitiveness modelling framework can be fully implemented in accordance with the methodology, proposed by Mitroff and Kilmann (1978). The key output of our conceptual modelling stage was causal loop diagram, showing relations among internal variables and determining overall dynamics of analyzed problem. In the implementation phase, the authors adopted system dynamics (SD) paradigm, which composes system behaviour from parametrically adjustable temporal accumulation of levels of internal resources. These resources (stocks) can be both quantitative (money, employees, services) and qualitative (trust, motivation, quality). After parameterization and validation, SD models are used for the analysis of real-world situations. Findings With the resultant interactive SD model, the authors designed and tested several scenarios, comparing the purely revenue-oriented hotel management with its customers-oriented and organizational knowledge-supported enhancement. The authors’ experiments showed that the proposed extension can contribute to the overall performance up to 15 per cent. According to the experimental findings, the primary reasons for the improvement are higher ratio of regularly returning customers and improved efficiency of internal processes as a result of continuous organizational learning. Originality/value So far, hotel managers use mainly simple analytic and planning tools, which cannot cover the practical complexity of surrounding market and internal processes. In comparison with purely revenue-based principles, advanced managerial practices, considering also qualitative and human-related matters, require additional viewpoints. The authors enhanced the hospitality domain with the introduction of dynamic hypotheses – feasible explanations of temporal behaviour of complex structures.
32
Paganopoulos, Michelangelo. "Contested Authenticity Anthropological Perspectives of Pilgrimage Tourism on Mount Athos." Religions 12, no. 4 (March 25, 2021): 229. http://dx.doi.org/10.3390/rel12040229.
Full textAbstract:
This paper investigates the evolution of customer service in the pilgrimage tourist industry, focusing on Mount Athos. In doing so, it empirically deconstructs the dialectics of the synthesis of “authentic experience” between “pilgrims” and “tourists” via a set of internal and external reciprocal exchanges that take place between monks and visitors in two rival neighboring monasteries. The paper shows how the traditional value of hospitality is being reinvented and reappropriated according to the personalized needs of the market of faith. In this context, the paper shows how traditional monastic roles, such as those of the guest-master and the sacristan, have been reinvented, along with traditional practices such as that of confession, within the wider turn to relational subjectivity and interest in spirituality. Following this, the material illustrates how counter claims to “authenticity” emerge as an arena of reinvention and contestation out of the competition between rival groups of monks and their followers, arguing that pilgrimage on Athos requires from visitors their full commitment and active involvement in their role as “pilgrims”. The claim to “authenticity” is a matter of identity and the means through which a visitor is transformed from a passive “tourist” to an active “pilgrim”.
33
Rahimipordanjani, Mahdi, and Md Yusuf Hossein Khan. "Impact of Mediterranean Climatic factors in Algarve on loyalty over International Tourist (Case study of Algarve, Portugal)." SocioEconomic Challenges 3, no. 3 (2019): 21–29. http://dx.doi.org/10.21272/sec.3(3).21-29.2019.
Full textAbstract:
Weather and climate affect all living organisms that inhabit our planet. At the same time, weather and climate influence a person as a biological being (on his or her well-being), as well as on most branches of his or her economic activity. The tourism sector (and especially some types of tourism) is among the most dependent on the weather and climate among human activities. The customer loyalty plays a vital role within the tourism and hospitality industry. It is very important to make sure the customers are satisfied and remain as loyal as possible, because the loyal customers work as a good promotion tool as they spread the WoM (word of mouth) within their friends, family, relatives and others. On the contrary, not being satisfied to the service or product may translate into a negative feedback, which can lead to a bad image for the business of a certain destination. The main purpose of this study is to identify the variables that are significant to explain loyalty to Algarve, as a touristic destination in terms of the climatic factors. Here, in this study, one tries to study the relation between meteorological factors and level of loyalty of tourists. The definition of climate requires a long-term duration (almost a year). Given the fact that most of the visiting tourist are not staying in any destination that long, in this study, the chosen sample group were international tourist to Algarve, Portugal. In relation to process of data gathering for this study, a number of 70 international tourist aged between 30-40 years old were interviewed and asked several questions relating to the Mediterranean climate and its impacts on their loyalty over a particular destination (In this case, Algarve). According to the research, it is found that the key factors that prove the loyalty of international tourists to the Algarve are comfortable temperature, sunny days and humidity. Keywords: climate, humidity, loyalty, temperature, international tourist, sunny days.
34
Sen, Kakoli, and Arunangshu Bhattacharya. "Attracting and managing talent, how are the top three hotel companies in India doing it?" Worldwide Hospitality and Tourism Themes 11, no. 4 (August 12, 2019): 404–17. http://dx.doi.org/10.1108/whatt-04-2019-0021.
Full textAbstract:
Purpose Global business travel spending reached a record breaking $1.2tn in 2015 (Bureau of Labor Statistics, 2016) and the average Indian traveling is now at a phenomenal high for both business and leisure travel. In this context, the paper aims to investigate how the top hotels in India are addressing the issue of human resource shortages and training and how they are preparing for the future when the market, the customer profile and employee expectations are undergoing a major change. In essence, brand loyalty could be minimal and competition intense. Design/methodology/approach This paper adopts a case study approach and reviews how participating hotels are addressing their talent attraction and retention issues and differentiating their people management processes. Findings The processes used by top hotel companies provide an overview as to how they manage people and how they will need to innovate to assess progress of the measures and initiatives they are taking. They will also have to be more global in their approach. Originality/value The findings will be of interest to managers who are responsible for hiring and managing employees. The study also has implications for policymakers and higher education institutions in relation to managing skill shortages that exist in the hotel industry.
35
Andriani, Rian, and Disman Disman. "Marital Status dan Gender: Investigasi Kepuasan Kerja Karyawan Hotel." JURNAL ILMU MANAJEMEN DAN BISNIS 10, no. 1 (March 25, 2019): 101–6. http://dx.doi.org/10.17509/jimb.v10i1.16120.
Full textAbstract:
Abstract. For employees in the hospitality industry, employee job satisfaction is an important factor because it will affect customer perceptions of service. Job satisfaction is an interesting topic to discuss, favoring companies in the field of research services at the front line. Companies must improve and enhance job satisfaction, through control variables that can increase job satisfaction such as marital status (single or married) and gender differences (male or female). This study discusses analyzing any indicators that give high priority to the satisfaction of hotel frontline employees. This study discusses differences in marital status and gender that affect job satisfaction in employees at hotels. The study uses a survey conducted on 152 frontline employees at three hotels in the city of Bandung. Presentation of data in table form or frequency distribution and cross tabulation (crosstab) with an analysis of trend trends in research, both those included in the low, medium or high categories. The results of this study provide evidence that frontline employees in hotels have the desire to achieve success in work (achievement), have responsibility in work, have a good working relationship between employees (interpersonal relations) and company policies and administration to get satisfaction in the category high.Keywords: Gender; Frontline Hotel employees; Job Satisfaction; Marital Status Abstrak. Pada karyawan di industri perhotelan, kepuasan kerja karyawan adalah faktor penting karena akan mempengaruhi persepsi pelanggan mengenai layanan. Kepuasan kerja merupakan topik yang selalu menarik untuk diteliti, dengan penekanan pada perusahaan di sektor jasa terutama penelitian pada karyawan frontline. Perusahaan harus memelihara dan meningkatkan kepuasan kerja karyawan, melalui control variable yang dapat mempengaruhi kepuasan kerja seperti marital status (lajang atau menikah) dan perbedaan gender (pria atau wanita). Penelitian ini bertujuan untuk menganalisis indikator apa saja yang memberikan pengaruh tinggi pada kepuasan kerja karyawan frontline hotel. Penelitian ini meneliti apakah perbedaan marital status dan gender mempengaruhi kepuasan kerja terutama pada karyawan frontline di hotel. Penelitian dengan menggunakan survei dilakukan terhadap 152 karyawan frontline pada lima hotel di Kota Bandung. Penyajian data dalam bentuk tabel atau distribusi frekuensi dan tabulasi silang (crosstab) dengan analisis ini akan diketahui tren dalam temuan penelitian, baik yang termasuk dalam kategori rendah, sedang atau tinggi. Hasil Penelitian ini memberikan bukti empiris bahwa karyawan frontline di hotel memiliki keinginan untuk mencapai kesuksesan dalam pekerjaan (prestasi), memiliki tanggung jawab dalam pekerjaan, memiliki hubungan kerja yang baik antara karyawan (hubungan interpersonal) dan kebijakan dan administrasi perusahaan untuk mencapai kepuasan kerja dalam kategori tinggi.Kata Kunci: Gender; Karyawan Frontline Hotel ;Kepuasan Kerja; Marital Satus
36
Dinnen, Rosalynn, and Ahmed Hassanien. "Handling Customer Complaints in the Hospitality Industry." International Journal of Customer Relationship Marketing and Management 2, no. 1 (January 2011): 69–91. http://dx.doi.org/10.4018/jcrmm.2011010105.
Full textAbstract:
Drawing on associated literature and empirical research, this paper examines the engagement and expertise of hotels in handling customer complaints. This is of considerable interest to practitioners and academics within the field of hospitality management. The study explores hotel management’s attitudes and practices toward handling customer complaints within the hospitality industry in Scotland. In this paper, the authors analyze case study interviews with four and five star hotel managers in Scotland. The findings reveal that encouraging customer complaints and feedback should be seen as a way in which to develop a better relationship with and retain customers. The results also confirm the importance of having employee training in the area of customer complaints, recommending that employees handle complaints themselves. Furthermore, the study suggests that hotels must be well equipped for logging, processing and analyzing complaints. Management implications and areas for further research are also discussed.
37
Kandampully, Jay, Tingting(Christina) Zhang, and Elina Jaakkola. "Customer experience management in hospitality." International Journal of Contemporary Hospitality Management 30, no. 1 (January 8, 2018): 21–56. http://dx.doi.org/10.1108/ijchm-10-2015-0549.
Full textAbstract:
Purpose In the contemporary hospitality industry, superior customer experiences are essential in gaining customer loyalty and achieving a competitive advantage. However, limited research addresses this subject. The purpose of this study is to advance scholarly research on customer experience management (CEM) in the hospitality field by providing a comprehensive overview of the key elements of CEM, a framework for managing customer experience and a rich agenda for research. Design/methodology/approach An extensive literature review produces a comprehensive overview of the existing knowledge of CEM. A synthesis of previous literature reveals the need for additional, contemporary information sources. The study is, therefore, supplemented by invited commentaries on CEM from senior scholars and hospitality managers. Findings The proposed model takes a holistic perspective on managing a positive customer experience, through collaboration among marketing, operations, design, human resources and strategy, in association with technology and social media. Research limitations/implications The literature review and commentaries from leading experts reveal six areas for further research on CEM in the hospitality industry. Originality/value This study provides a comprehensive, systematic review of CEM literature and detailed understanding of the mechanisms for managing customer experiences in the hospitality industry. It integrates state-of-the-art CEM knowledge in the generic business context, along with principles of hospitality management, and advances CEM research by emphasizing the need for collaboration among marketing, operations and human resources.
38
ANWAR, Yohny, Kiki Farida FERINE, and Nikous Soter SIHOMBING. "Competency of Human Resources and Customer Trust on Customer Satisfaction and Its Consequence on Customer Retention in the Hospitality Industry North Sumatra." Journal of Environmental Management and Tourism 11, no. 6 (September 13, 2020): 1515. http://dx.doi.org/10.14505/jemt.11.6(46).22.
Full textAbstract:
This research was carried out by of the hospitality industry in North Sumatra. The object of this research is human resource competency, customer trust, customer satisfaction and customer retention in the North Sumatra hospitality industry. The Outcome of this study indicates that human resource competence, customer trust, customer satisfaction and customer retention in the hospitality industry in North Sumatra, Indonesia is relatively good. Human resource competency has an Consequence on customer satisfaction. Customer trust Consequences customer satisfaction. Human resource competency has a Consequence on customer retention. Customer trust has a significant Consequence on customer retention. In addition, there is a Consequence of customer satisfaction on customer retention and there are direct and indirect Consequences of human resource competence and customer confidence in customer satisfaction as well as a Consequence on customer retention of the hospitality industry in North Sumatra.
39
Akbar, Sher. "Determinants of customers’ loyalty for hospitality industry." Information Management and Business Review 2, no. 1 (January 15, 2011): 19–25. http://dx.doi.org/10.22610/imbr.v2i1.878.
Full textAbstract:
Customer loyalty is very necessary for the competitive market environment. The growing presence of relationship marketing efforts has led to increased competition among service providers. So hospitality industry is more service oriented, effecting by customers’ interest. To achieve the desirable customer to the business, for this purpose Relationship marketing efforts would have to be implemented in order to determine whether frequent guest is loyal to the particular company. Previous research has identified the determinants of customers’ loyalty for a hotel industry and has been adapted and used in this study. Structural equation analysis was applied to identify which factors (service quality, customer satisfaction, trust, value and hotel membership program, socio demography of the customer) have positively impact customer loyalty. According the result of this study all the determinants of loyalty have significance relationship with customer loyalty, and it was also indentified that customer loyalty as a function of both behavioral and attitudinal loyalty. The framework adopted and modified for this research demonstrated the formation of a solid structure that would allow for collecting valuable findings. This study has extended and adopts the previous loyalty model and has been applied in the hotel industry of Penang, Malaysia.
40
Ahn, Jiseon, and Jookyung Kwon. "CSR perception and revisit intention: the roles of trust and commitment." Journal of Hospitality and Tourism Insights 3, no. 5 (July 15, 2020): 607–23. http://dx.doi.org/10.1108/jhti-02-2020-0022.
Full textAbstract:
PurposeAlthough corporate social responsibility (CSR) is one of the essential marketing activities in the hotel industry, the effect of CSR perception on customer's revisit intention varies depending on mediators and contexts. Thus, this study aims to examine how hotel companies can effectively influence customers' patronage behaviors by leveraging overall customers' CSR perception, trust and commitment.Design/methodology/approachFor this purpose, an online survey is conducted among hotel customers in the USA. Partial least squares–structural equation modeling is utilized to analyze the collected data.FindingsThe results show that customers' perception toward CSR does not have a direct effect on customers' revisit intention. Interestingly, the authors find that customers' perception influences their revisit intention only via increasing trust and commitment. Also, trust appears to be highly critical for positive behavioral outcomes than commitment.Research limitations/implicationsThe limitations of the current research are that the different types of CSR activities and customers' demographics were not compared.Practical implicationsCustomers' revisit intention is created when hotel companies provide not only CSR initiatives but also customers' perceived connection with the hotel brand.Originality/valueTourism and hospitality companies have focused on CSR activities because CSR activities are influential strategies to attract customers who want meaningful, responsible and sustainable experiences. By applying the cognitive consistency theory, the results of this study indicate that hotel companies can successfully use CSR activities to develop customers' revisit intention by enhancing their relational value.
41
Zainal, Chrisnaldi Arif. "PENGARUH WORD OF MOUTH DAN PERCEIVED VALUE TERHADAP REPURCHASE INTENTION DILIHAT DARI PERBEDAAN JENIS KELAMIN PASIEN PADA RUMAH SAKIT PERTAMINA." Jurnal Manajemen dan Pemasaran Jasa 5, no. 1 (August 13, 2012): 87. http://dx.doi.org/10.25105/jmpj.v5i1.509.
Full textAbstract:
<span><em>Repeat business is important for service providers to be able to succeed in the current economic </em><span><em>situation. Considering about the success of sales in General as seen from the number of repeat </em><span><em>customers coming and still much cheaper cost to bring long term customers rather than looking </em><span><em>for new customers, as well as developing efforts to redirect the customer to use the services of</em><br /><span><em>his return is critical for the continuity of the subject of a survival of a company. The goal of this </em><span><em>research is to examine the behavior of post-consumer shopping includes word of mouth, </em><span><em>perceived value, and repurchase intention in the sphere of business services. In addition, there </em><span><em>is a gender role as moderator variables. Framework of the theory adopted from previous </em><span><em>research to test each connection variables. An analysis of data before it has been revealed that</em><br /><span><em>there are gender influence of the relationship between word of mouth and perceived value of </em><span><em>repurchase intention in the case study of a beauty salon. However, differences in the object of </em><span><em>research, the number of samples, and the possible have different results. The findings in this </em><span><em>study indicate that gender roles are not very significant in moderating relations word of mouth </em><span><em>as well as the perceived value of repurchase intention. However, the perceived value and word </em><span><em>of mouth have a significant influence in the repurchase intention. The result of this research </em><span><em>has implications for the level of managerial hospital, in order to prevent negative news </em><span><em>circulating among patients, second, to academics who want to develop a theory that advanced. </em><span><em>Recommendations for further research are expected to be able to use the patients in other</em><br /><span><em>Hospitals as a comparison object of research, the addition of other variables also affect </em><span><em>repurchase intention.</em><br /><strong><em>Keywords; marketing, hospitality service, medical industry, Indonesia.</em></strong></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span>
42
Satti, Zoya Wajid, Samreen Fahim Babar, Shagufta Parveen, Kashif Abrar, and Asma Shabbir. "Innovations for potential entrepreneurs in service quality and customer loyalty in the hospitality industry." Asia Pacific Journal of Innovation and Entrepreneurship 14, no. 3 (December 8, 2020): 317–28. http://dx.doi.org/10.1108/apjie-08-2019-0063.
Full textAbstract:
Purpose This study aims to investigate the role of moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry. Design/methodology/approach The authors have collected data from customers of the hospitality industry of significant cities of Pakistan using 362 structured questionnaires. Structural equation modelling was used to find out moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry. Findings The results showed that the role of customer satisfaction as a mediator and the role of perceived price fairness as a moderator between service quality and customer loyalty is statistically significant. Customers are influenced by price, and it leads to their satisfaction in the hospitality industry. Research limitations/implications The results of this study can be used by managers of the restaurant industry to enhance customer loyalty by focusing on customer satisfaction and perceived price. Originality/value The evidence documented in this paper is first known to measure the role of a mediator and moderator between service quality and customer loyalty for potential entrepreneurs. This paper will add to the literature of service quality in the hospitality industry concerning the role of customer satisfaction and perceived price fairness for future and potential entrepreneurs.
43
Bharwani, Sonia, and David Mathews. "Customer service innovations in the Indian hospitality industry." Worldwide Hospitality and Tourism Themes 8, no. 4 (August 8, 2016): 416–31. http://dx.doi.org/10.1108/whatt-04-2016-0020.
Full textAbstract:
Purpose The hospitality industry the world over is transforming from a product-focused, physical-asset-intensive business to a customer-focused, experience-centric one. This research aims at evolving a typology of customer-centric hospitality innovations. It attempts to explicitly capture the intrinsic DNA of hospitality innovations in the Indian context by exemplifying the typology posited with customer service innovations adopted by contemporary hoteliers that provide new ways of managing and enhancing customer experience. Design/methodology/approach This study is based on primary research through qualitative interviews conducted with select hospitality professionals, supplemented by secondary research in the form of a review of academic literature, as well as other secondary data sources such as company websites and travel websites which shed light on customer service innovations in the Indian context. Findings To develop and sustain competitive advantage, hospitality businesses are increasingly channelizing their efforts to provide innovative and holistic experiential service offerings. Service innovations are being tailored to cater to the unique personal tastes and requirements of hotel guests to connect with individual guests on a personal and emotional level to create memorable hospitality experiences. Research limitations/implications Practitioners, researchers and educationists in the hospitality industry would find the implications of this study useful in the context of the present customer-centric business environment where hotels are constantly striving to meet the exponentially rising bar of guest expectations. Originality/value The research highlights that it is critical to keep the customers’ perspectives central while designing innovative hospitality products. Further, it is important to create a cadre of innovation champions and service enthusiasts who can engender a culture of service innovation within the organisation.
44
Jarkovská, Petra. "Corporate Social Responsibility as a Source of Employees’ Job Satisfaction in the Hospitality Industry." Acta Universitatis Bohemiae Meridionalis 23, no. 1 (June 1, 2020): 1–12. http://dx.doi.org/10.2478/acta-2020-0001.
Full textAbstract:
Abstract The hospitality industry has been continuously struggling with high employee turnover and a significant “within” and “out of industry” labour mobility, regardless of the phase of the business cycle, time or geographical region. Additionally, as in any other service industry, employees’ performance is frequently the only way how to differentiate among otherwise almost identical outputs and the only way how to build and attain customers’ satisfaction, trust, and loyalty. Thus, employees’ motivation plays a significant role in stipulating hospitality industry employees’ work performance, where job satisfaction (JS) often plays a mediating role between employee’s needs and his or her ultimate work behaviour, such as work performance, organizational commitment or voluntary retention. Unfortunately, scholarly literature gives little room to Corporate Social Responsibility (CSR) functioning as a motivation factor in relation to employees. Therefore, the purpose of this paper is to fill in this gap and to examine the link between CSR and JS of hospitality industry employees using regression analysis. Drawing upon Carroll’s four-dimensional concept of CSR, the results of this paper indicate a significant positive causal relationship between the ethical, economic, and legal dimensions of CSR and JS; however, a significant positive causal relationship between philanthropic CSR dimension and JS was not confirmed.
45
Amoako, George Kofi, Emmanuel Kotey Neequaye, Solomon G. Kutu-Adu, Livingstone Divine Caesar, and Kwame Simpe Ofori. "Relationship marketing and customer satisfaction in the Ghanaian hospitality industry." Journal of Hospitality and Tourism Insights 2, no. 4 (November 5, 2019): 326–40. http://dx.doi.org/10.1108/jhti-07-2018-0039.
Full textAbstract:
Purpose The purpose of this paper is to investigate how relationship marketing practice can lead to customer satisfaction in the current practices in the hotel industry in Ghana. Globally, the hospitality industry ranks as one of the most competitive business sectors with competing organisations relying on a cocktail of strategies such as relationship marketing to stay relevant, and attract and retain customers. This paper examines how relationship marketing impacts on trust, commitment and satisfaction for customers in the Ghanaian hospitality industry. Design/methodology/approach A positivist methodological framework was used for the collection of data, analysis and theoretical development in this research. The data collection questionnaire was administered to 167 guests of a 3-star hotel in the Accra Metropolis. Structural equation modelling was used to ascertain the significance of the relationship that exists between trust, commitment and customer satisfaction with respect to the relationship marketing practices of hoteliers in Ghana. Findings Study findings provide insight into the processes and practices of relationship marketing that is based on trust and commitment. The findings show a positive and significant relationship between trust, commitment and customer satisfaction. The study also revealed that commitment partially mediates the association between trust and customer satisfaction. Research limitations/implications While this study is limited to a single hospitality and tourism company in Ghana, the findings can have far reaching implications for managers in the hospitality industry in Ghana, it provides a vivid illustration of the impact that customer satisfaction can have on the fortunes of business and a genuine desire to develop trust and be committed to the welfare of business clients can lead to higher customer patronage. Practical implications Trust and commitment in the hospitality industry requires innovative business practices that makes the client value all the service experience that he or she may encounter. The findings indicate that customer satisfaction is influenced by trust and commitment in the hospitality industry. Originality/value Value to the authors’ knowledge, the relationship between trust and commitment in relationship marketing and customer satisfaction concepts has not previously been investigated using structural equation modelling analysis within the Ghanaian hospitality industry. This implies that both trust and commitment are necessary to attain customer satisfaction.
46
Arkhipova, O. V., and A. L. Zelezinskii. "HOSPITALITY INDUSTRY CUSTOMER LOYALTY DRIVERS IN THE CRISIS ENVIRONMENT." ECONOMIC VECTOR 4, no. 23 (December 2020): 39–47. http://dx.doi.org/10.36807/2411-7269-2020-4-23-39-47.
Full text
47
Kuhn, Vitor Roslindo, Antônio Carlos Benetti, Sara Joana Gadotti dos Anjos, and Pablo Flores Limberger. "Food services and customer loyalty in the hospitality industry." Tourism & Management Studies 14, no. 2 (April 30, 2018): 26–35. http://dx.doi.org/10.18089/tms.2018.14203.
Full text
48
Victorino, Liana, Rohit Verma, Gerhard Plaschka, and Chekitan Dev. "Service innovation and customer choices in the hospitality industry." Managing Service Quality: An International Journal 15, no. 6 (December 2005): 555–76. http://dx.doi.org/10.1108/09604520510634023.
Full text
49
Kao, Chiu-Ying, Sheng-Hshiung Tsaur, and Tsung-Chiung (Emily) Wu. "Organizational culture on customer delight in the hospitality industry." International Journal of Hospitality Management 56 (July 2016): 98–108. http://dx.doi.org/10.1016/j.ijhm.2016.05.001.
Full text
50
W., G. "Human Relations for the Hospitality Industry." Cornell Hotel and Restaurant Administration Quarterly 32, no. 4 (December 1991): 87. http://dx.doi.org/10.1177/001088049103200423.
Full text