Academic literature on the topic 'Hospitality industry – Customer services – Ethiopia'
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Journal articles on the topic "Hospitality industry – Customer services – Ethiopia"
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Tefera, Orthodox, and Stephen Migiro. "The Relationship amongst Customer Satisfaction, Loyalty, Demographic and Tripographic1 Attributes: A Case of Star Rated Hotel Guests in Ethiopia." Journal of Economics and Behavioral Studies 10, no. 6A (January 15, 2019): 16–29. http://dx.doi.org/10.22610/jebs.v10i6a.2648.
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The hospitality industry in general and hotels in particular attend to diverse guests and their expectations. The satisfaction of all hotels guests and retaining them as a loyal customer, given their different profiles, is imperative but challenging to the sector. This study aims to address this very issue by trying to establish the relationship amongst, customer satisfaction, loyalty, demographic and tripographic attributes by focusing on the hotel guests who stayed in star rated hotels in Ethiopia. Satisfaction was measured as satisfaction with the product, satisfaction with the employees and overall satisfaction. Likewise, customer loyalty was measured with the likelihood of customers to return to the same hotel in the future. “A total of 1200 questionnaires distributed to 40 hotels out of which 415 hotel guests responded, by completing the questionnairesâ€. “The result of inferential statistical techniques reveals that there were significant positive relationships between the customer satisfaction variables†(products .488; p<0.001; staff .460; p<0.001), and the customer’s willingness to stay in the same hotel again.†Though all variables of “customer satisfaction affected customer loyalty, the overall satisfaction variable had the highest standardized coefficient (0.328) with a statistical significance (p < 0.01), followed by satisfaction with the product (.227, p<.01), and satisfaction with employees (.190, p<.01). There was also no statistically significant difference (p>.05) in the mean scores of the customer satisfaction and loyalty across the gender, age, marital status and employment type groups of respondents. With regards to the tripographic variables, there was a statistically significant difference (P<.05) in the mean scores of both the customer satisfaction and loyalty across the staying preference of rated hotel types of customers. Additionally, there was a statistically significant difference (p>.05) in the mean scores of customer loyalty across a source of information on the hotel group of respondents. Hotel managers in Ethiopia need to look at the importance of segmentation of guest based on their demographics and tripographic factors so that they provide personalized service to enhance their customers’ satisfaction that could lead to their loyalty.
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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.
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Elshaer, Noha, and Amira Abdo. "Applying Virtual Reality to Developing Customer Services in Hospitality Industry." Journal of Association of Arab Universities for Tourism and Hospitality 11, no. 2 (December 1, 2014): 187–99. http://dx.doi.org/10.21608/jaauth.2014.57126.
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Tauriana, Dian, and Ni Made Dini Arisani. "Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta." Binus Business Review 3, no. 1 (May 31, 2012): 449. http://dx.doi.org/10.21512/bbr.v3i1.1333.
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As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines the influence and relationship between Customer Relationship Management and Service Quality on Customer Satisfaction and services impact on Customer Retention using Path Analysis. The results of this study show that the Customer Relationship Management Bidakara Hotel Jakarta is not contributing to the customers satisfaction. Quality services have positive and significant contribution to customers satisfaction; 'strong' influence. Customer Relationship Management has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'weak' influence. Quality service has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'strong' influence.
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Jalilvand, Mohammad Reza. "The effect of innovativeness and customer-oriented systems on performance in the hotel industry of Iran." Journal of Science and Technology Policy Management 8, no. 1 (March 13, 2017): 43–61. http://dx.doi.org/10.1108/jstpm-08-2016-0018.
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Purpose Innovation and new services’ development are important strategic features to pledge sustainable wealth and growth for every industry, but in particular for those industries where markets are saturated and clients choose services and products from all over the world, such as in the case of the hospitality industry. In the hospitality context, there is little research on innovation. The purpose of this study is to understand how innovation and customer-oriented value systems can affect performance in the context of the hospitality industry. Design/methodology/approach A comprehensive literature review is conducted to identify the major indices of innovation in the context of the hospitality industry. A self-administered questionnaire survey was used, and the target population included the managers and employees who work in the 3- and 4-star hotels of Isfahan. The sample size was 226. A convenience sampling approach was used to collect the required sample. Findings The results of structural equation modelling indicated that customer orientation and innovativeness orientation have a significant influence on hotel performance. Furthermore, customer orientation influenced the innovativeness orientation of hotel employees. Originality/value This paper provides a valuable insight into the measurement of innovation, customer orientation and performance in the hospitality industry and offers a foundation for future hospitality innovation research.
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Поправкина, Анастасия, Anastasiya Popravkina, Любовь Морозова, Lyubov Morozova, Джавания Чернова, and Dzhavaniya Chernova. "Approaches to the definition of concept "customer loyalty" in hospitality industry." Services in Russia and abroad 10, no. 1 (May 16, 2016): 85–93. http://dx.doi.org/10.12737/19171.
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The article raises the question of the research methods of consumer loyalty level in the hospitality industry and considers the main approaches to this concept. In recent years the Russian market of hotel services has expanded. The authors present the indicators of activity of collective accommodation facilities in 2000-2014 and consider the development trends in hotel business. The process aiming at developing customer loyalty is the bedrock of brand management and formation of hospitality industry. This process is created through emotional and functional benefits; as a result, the article discusses the steps of the formation of customer
loyalty. The authors disclose the concept of "loyalty", both domestic and foreign authors, and on the basis of diversity of interpretations of this term give the terms “consumer loyalty” and “customer loyalty”.
Consumers of hotel services are one of the factors of competitiveness of the enterprise, and the factor of customer loyalty is becoming a leading element, all of this cause the necessity to study this phenomenon. The article presents main points that define loyalty as a customer orientation. Based on the fact that the hospitality companies are fighting for customer loyalty, the authors have examined four concepts, which are focused on the consumer (the concept of"4C"), as well as forms of loyalty and objects, through which customer loyalty can be measured. In order to keep their client, enterprises of hospitality industry need to improve
service quality, improve service levels, and concepts of building loyalty contribute to this.
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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.
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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.
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Omar Ali, Siti Rapidah, Siti Norsuhaizam Norizan, Nur Shafini Mohd Said, Khalid Amin Mat, and Fatanah Jislan. "Assessing Customer Satisfaction Towards Service Quality in the Hospitality Industry." Jurnal Intelek 16, no. 1 (January 26, 2021): 67–73. http://dx.doi.org/10.24191/ji.v16i1.365.
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It is proven true that the main subjects addressed by every service industry nowadays are service quality and customer satisfaction. Hence, virtuous customers’ evaluation of services is crucial for the firms. Delivering good quality service is leading to attain today’s competitive environment. This study attempts to assess the relationship between service quality and customer satisfaction in the hotel industry in Malaysia. SERVQUAL model of service quality has been used to measure the relationship between three independent variables namely Tangibility, Reliability and Responsiveness and a dependent variable that is customer satisfaction. A number of 217 hotel guests in a three-star hotel in Kuala Terengganu were selected as a sample by using a convenience sampling method. The questionnaire was used as a research instrument in a survey approach. The findings indicated that all three dimensions of service quality have a positive relationship with customer satisfaction. Responsiveness seems to be the most significant factor in satisfaction. This study contributes to the enhancement and standardization of service quality management in firms especially the hotel industry in Malaysia. The findings would offer better understanding and recommendations for hotel management transformation and practices.
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PUSHPALATHA, H., and M. CHANDRAN. "Factors Determining Corporate Rebranding In Services Sector – A Study With Reference To Chennai." Restaurant Business 118, no. 11 (November 15, 2019): 343–52. http://dx.doi.org/10.26643/rb.v118i11.10040.
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Corporate rebranding is a strategic decision of brand management that has been implemented to cope with the changing of market situation, growing target market, or challenging competitive environment. The organizations, especially in the service industry, that implemented the rebranding strategy could be success or fail. Basically services have many characteristics that different from products, e.g., service intangibility, service heterogeneity, and consumer-employee participation in service processes, therefore the corporate rebranding in service industry is more difficult than that in product industry. Several academics believe that the service corporate rebranding will reward if the changes that occur not only be the apparent change, but also the changes on companies’ operations, which require the involvement of employees and its system .Service quality perceptions however; positively and significantly impact customer loyalty, and customer satisfaction significantly and positively impact on customer loyalty. It was recommended that, rebranded should avoid spending huge sums of money influence customer service quality perception and satisfaction
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Lancaster, Geoff, and Diana Luck. "Applications of Customer Relationship Marketing in the UK Hospitality Industry." International Journal of Customer Relationship Marketing and Management 1, no. 4 (October 2010): 1–21. http://dx.doi.org/10.4018/jcrmm.2010100101.
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This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel’s offerings and operations.
Dissertations / Theses on the topic "Hospitality industry – Customer services – Ethiopia"
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Başara, Meltem. "Cultural influences on service quality expectations evidence from the hotel sector in Germany and Spain /." View electronic thesis (PDF), 2009. http://dl.uncw.edu/etd/2009-3/rp/basaram/meltembasara.pdf.
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Kniatt, Nancy L. (Nancy Louise). "The Effect of Demographics on Customer Expectations for Service Quality in the Lodging Industry." Thesis, University of North Texas, 1995. https://digital.library.unt.edu/ark:/67531/metadc277825/.
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This study investigated demographic characteristics of 240 Chamber of Commerce members in terms of their expectations for customer service in hotels. Subjects reported their age, gender, marital status, race, educational level, income level and ethnicity, and completed a 26-item questionnaire which measured expectations for customer service. Principal components analysis was used to reduce the 26 items to five dimensions of service quality, and multivariate analysis of variance was used to evaluate the effect of the demographic variables on those dimensions. Gender of the customer was found to have a significant effect on the combined dimensions of service quality; other variables were not significant.
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Martin, David Spencer O'Neill Martin. "Exploring the effect of emoiton [sic] on time-elapsed consumer peceptions [sic] of servic [sic] a reexamination of the satisfaction construct /." Auburn, Ala., 2005. http://repo.lib.auburn.edu/2005%20Summer/master's/MARTIN_DAVID_4.pdf.
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Hensens, Wouter. "Hotel rating through guest feedback." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1631.
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Hotel rating refers to the process where the comfort and services of a hotel are assessed and classified, usually in five categories, using stars as symbols. Conventional hotel rating systems are generally operated by governments or independent parties. However, with the growth of social media and customer-review sites, guest review platforms became an important source of information. The main aim of this study is to establish whether guest feedback can determine hotel ratings more accurately than conventional methods and whether a social media platform such as TripAdvisor can provide the necessary data to do so. The customer-review website, TripAdvisor, has grown rapidly and made a strong impact on the tourism and hotel industry. This study identifies the nature of TripAdvisor, its reliability, how its ratings compare with conventional ratings, and what criteria are used in guest reviews on TripAdvisor when assessing the quality of a hotel. These findings were triangulated with findings from the conventional rating systems of the 11 destinations that were sampled for this study to identify the value of TripAdvisor. Two samples were taken from TripAdvisor of 110 and 33 hotels, respectively. From the latter, ten guest reviews were gathered and analysed per hotel, resulting in a total of 330 reviews that were analysed. The study’s findings indicate that TripAdvisor is the largest guest feedback platform for hotels and its data can be considered to be reliable. The TripAdvisor ratings were not connected to the conventional ratings of the sampled hotels. The criteria used in TripAdvisor reviews focused more on service delivery than on the objective tangible elements used in most hotel rating systems. The rich context found in most guest reviews makes the information presented on TripAdvisor valuable. There is no evidence that conventionalrating system controls are linked to the comments found in TripAdvisor reviews. The results facilitated the identification of the delight and frustration factors in services marketing for the hotel industry. A new theory to include guest feedback in hotel ratings is developed and proposed. The study further presents two future scenarios, the most likely one of which predicts the demise of conventional rating systems as a result of the success of guest feedback platforms such as TripAdvisor.
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Newham, Nicole. "Customer relationship management in the hospitality industry : identifying approaches to add stakeholder value." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/967.
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Thesis (MBA (Business Management))--Stellenbosch University, 2008.ENGLISH ABSTRACT: The aim of this study was to determine approaches to CRM within the luxury hotel sector in Cape Town in order to add value not only to guests, but to all stakeholders of the hotel. This was done by conducting a literature review, supported by a sound base of primary research. The findings proved that CRM theory holds true for most luxury hotels and the notion that luxury hotels in modern times cannot afford to be without a CRM initiative, was underpinned. Furthermore, the concept of an aligned strategy and vision in terms of a hotel's CRM approach was found to be integral. Staff buy-in and co-operation are of utmost importance for any hotel property implementing a CRM initiative. Additionally, training and education on the importance of CRM was highlighted as an important factor to get all staff on board. Management needs to become customer relationship management experts themselves in order to inspire and motivate staff to excel at building relationships with guests. Moreover, the common mistake of hotels to place greater impetus on CRM technology than training and lack of leveraging CRM investments was examined as some of the main reasons for the failure of CRM initiatives. Although CRM technologies are extremely powerful tools and may facilitate a hotel's CRM strategy, they cannot be viewed in isolation and made responsible for the success of such a programme. Training is vital to enable staff to use these systems optimally and to turn guest data into gold. The importance of people was also emphasised in the light of personalisation of service; having the correct staff with an aptitude for guest service and hospitality is imperative. Lastly, the concept of customer-centric processes and systems was stressed. Everything a hotel does in terms of CRM efforts should be derived from the notion of guest satisfaction. Guest satisfaction is the one essential element that will enable a hotel to flourish and enjoy a firm base of repeat business. Repeat business is the most rewarding type of business for a hotel as it means that guests are satisfied with their service and will promote the hotel to others at no additional cost to the hotel.
AFRIKAANSE OPSOMMING: Die doel van hierdie navorsingstuk was om die houding van luukse hotelle in Kaapstad teenoor kliënte verhoudingsbestuur (KVB) te bepaal en vas te stel hoe alle aandeelhouers van die hotel voordeel kan trek uit KVB. Die doelwit was bereik met behulp van primêre en sekondêre navorsing. Die bevindinge het bewys dat KVB teoreties waarde toevoeg tot meeste luukse hotelle. Die feit is geboekstaaf dat luukse hotelle nie sonder KVB kan oorleef nie. Dit was ook gevind dat 'n geintegreerde strategie en visie van uiterste belang is in KVB in hotelle. Personeel samewerking en entoesiasme is ook uitgelig as belangrike elemente wat die sukses van KVB bepaal. In hierdie opsig, was opleiding 'n integrale faktor tot die bevordering van personeel deelname. Die bestuur van hotelle moet self kundiges raak op die gebied van KVB om sodoende personeel te inspireer en motiveer om ook waardevolle kliënteverhoudinge te bou. Algemene foute wat hotelle begaan in terme van KVB is die feit dat meer klem gelê word op KVB tegnologie as op opleiding en dat die opbrengs op die inisiële belegging in KVB nie in ag geneem word nie. Alhoewel KVB tegnologie van onskatbare waarde is om 'n hotel se KVB strategie suksesvol te maak, kan die sukses van so 'n strategie nie alleenlik daaraan toegeskryf word nie. Ten einde die personeel te bemagtig om hierdie sisteme optimaal te benut, moet opleiding weereens as 'n area van belang beklemtoon word. Nog 'n prioriteit is die kwaliteit van personeel wat aangestel word; personeel moet 'n natuurlike aanvoeling hê vir kliënte diens en persoonlike interaksie.
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Zhang, Jin. "An investigation into guests' perceived service quality of the bed-and-breakfast and guest house market industry in the Nelson Mandela Bay area." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1087.
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The tourism and hospitality industry has made a meaningful contribution to the development of the South African economy. Not only the hotels, but also the demand for self-catering holiday properties such as guest houses and bed-and-breakfast (B&B) establishments is increasing which could boost the tourist industry. Moreover, the prospect of the self-catering holiday properties in South Africa is extremely positive, particularly when the country is given the opportunity to hold the 2010 FIFA World Cup. Thus, expectations and perceptions are significantly shaped and transformed by the prosperous environment. The self-catering holiday properties should provide the best possible service to international and domestic tourists and ensure that their needs are fully met. The general purpose of this study was to evaluate the service quality of guest houses and B&Bs in the Nelson Mandela Bay by comparing guests’ expectations and perceptions. The results of this study could assist the managers of guest house and B&B in improving its service performance to more effectively fulfil the needs of dynamic tourist market. The literature study provided an overview of tourism industry from the management and marketing perspectives, services marketing and a detailed discussion of service quality focusing on the nature of services, determinants of service quality and techniques for measuring service quality. The SERVQUAL model and its derivative, Lodging Quality Index (LQI), were adapted for measuring the guests’ perceived service quality in this research. ii The empirical data was collected by means of a survey, using a self-administered questionnaire distributed to guests who were staying at guest houses or B&Bs in the Nelson Mandela Bay identified in terms of convenience sampling. One hundred and five useable questionnaires were received. The empirical findings based on the perception-minus-expectation (P-E) gap analysis showed that the perception mean scores were consistently lower than the expectation mean scores. This implies that guests perceived service quality of guest house and B&B to be relatively low. It is recommended that the managers of guest houses and B&Bs should: {u10007A} uniform the employees; {u10007A} use every tool to figure out what the guest wants; {u10007A} establish specific working procedures and help employees to understand their job responsibilities and mangers’ expectations; {u10007A} invite suggestions of existing located facilities from guests, and move the inconvenient facilities if possible; {u10007A} employ a communication audit to evaluate the overall quality of the communication system by comparing communication objectives to actual performance; {u10007A} combine useful destination information from different sources and update them on the website frequently; and {u10007A} apply an attracting layout to build positive image.
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Goodsir, Warren. "Managing employee customer service interpersonal exchanges in the hospitality industry a New Zealand hotel case study : a thesis submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master in International Hospitality Management, 2008 /." AUT University, 2008. http://hdl.handle.net/10292/276.
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The continued growth of service industries and the development of the experience economy has highlighted the need for employees to have extensive social and interpersonal skills. The need for employee interpersonal skills is further emphasised by the extensive interaction between employees and customers, during the provision of customer service, in full service hotels. Despite the heterogeneous nature of the customer service environment, management expect that a consistent level of service will be maintained, while customers desire a unique experience that meets or exceeds their individual expectations. To ensure that both the needs of the organisation and customers are consistently met, management control of employee actions and behaviours is required.The aim of this study was to identify how hotel organisations and managers control employee interpersonal interactions with customers. The research also sought to identify the interpersonal and emotional capabilities employers require from employees to meet the needs of customers and present the desired corporate image. A qualitative, case study, research methodology was applied to understand the expectations of managers, the issues concerning managing employee interactions with customers, perceptions of employee capabilities, and beliefs about current management control strategies in a hotel environment. The research was conducted at four hotel properties belonging to one international hotel group. The data gathering methods included semi-structured interviews, documentation review and field notes.The research concluded that effective alignment of employee and management goal congruence first requires the alignment of managers' goals to the organisation. To ensure management's expectations, customers' expectations and employee actions and behaviours are aligned, management must also have a sound understanding of the organisation's brand and desired image. Cultural and social control mechanisms were found to be important, as they provided a consistent method of aligning employees' behaviour with the goals and expectations of management. The development of social cohesion and norms, through serial and investiture socialisation mechanisms, also helped to create self-managing teams that reinforced the goals of management. The study suggests that, due to the increasing diversity of the stakeholders' views and goals, some of the traditional management perspectives of hospitality may need to change to meet the needs of contemporary employees.
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Wang, Yi. "Dimensions of guest house service: perceptions of owners and expectations of business travellers." Thesis, Nelson Mandela Metropolitan University, 2005. http://hdl.handle.net/10948/d1006215.
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The need for successful management of a guest house in the increasingly competitive hospitality industry in South Africa, compels guest house owners to understand their customers’ needs and deliver service of acceptable quality. The objective of the research is to find out what business travellers expect from a guest house and how these expectations compare with the perceptions of guest house owners in Port Elizabeth. Conclusions drawn from this research would also benefit guest house owners in other parts of the country. A literature review was conducted to provide an understanding of the nature of service and the role “evidence of service” can play in the perception of quality. The empirical study aimed at comparing business travellers’ expectations of guest house service with guest house owners’ perceptions of their guests’ expectations. The empirical findings showed that business travellers deemed secure parking and professionalism of staff as the most important attributes, while guest house owners thought it would be friendliness of front desk staff and efficient handling of complaints. Moreover, both groups indicated that cleanliness of rooms and services performed by staff adequately the first time, were of particular importance. It was also found that the importance rating of the different service dimensions were not significantly influenced by the business travellers’ gender, managerial position, nights of stay or by the guest house grading. The study proposes that guest house owners continue to focus on strategies for training and developing competent employees, simplify the steps of service delivery and improve on the standards of the servcie to ensure that business facilities are in line with the expectations of business travelers.
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Chiang, Jing Fen. "Cultural impact on customer perception of service quality in the hotel industry: A comparative study of Eastern and Western respondents." CSUSB ScholarWorks, 2006. https://scholarworks.lib.csusb.edu/etd-project/3041.
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The purpose of the study was to investigate cultural aspects that influence customer perception of service quality in the hotel industry, specifically those that influence Eastern and Western respondents. A questionnaire was developed to assess cultural differences on perceptions, which included a modified version of the SERVQUAL scales, an instrument used to measure service quality. The convenience sample consisted of students enrolled in the MBA program at a Western university (N=152; Eastern=57.9%, Western=34.9%, Other=7.2%). Findings indicated that there were no significant differences between Eastern and Western cultures in perceptions of service quality. A sample questionnaire is included.
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Zhao, Feng. "The influence of selected elements of service quality provided by Chinese fine-dining restaurants in Port Elizabeth." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1088.
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A good understanding of customer expectations is very important to service providers. Since the Chinese first came to South Africa and started their restaurant businesses. Chinese fine-dining restaurants have become more and more popular. Identifying the customer expectations and Chinese fine-dining restaurant owner perceptions will help Chinese service providers to understand better the restaurant businesses. To ensure the development of the Chinese restaurant business in South Africa, it is very important to understand what South African customers want, whether there are differences between the Chinese restaurant owner perceptions of the service quality and South African customer expectations of the service quality. This would depend on the customers’ preferences, and provide a positive contribution to customer decision-making. Therefore, it is essential to understand and identify what is customer expectations are, what the management perceptions are and the differences between them. 5 In order to achieve the objectives of the research, the following approach was followed: Factors that influence the customer expectations and management perceptions are explained. Five factors used to measure the service quality of Chinese fine-dining restaurants are identified, namely reliability, responsiveness, assurance, empathy, tangibility. The responses to the questionnaire were collected and analysed to determine the extent to which factors are both important to customer expectations and management perceptions.
Books on the topic "Hospitality industry – Customer services – Ethiopia"
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P, Heaton Cherrill, ed. Managing the guest experience in hospitality. Albany, NY: Delmar/Thomson Learning, 2000.
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Davidoff, Donald M. Contact: Customer service in the hospitality and tourism industry. Englewood Cliffs, N.J: Prentice Hall, 1994.
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Wagen, Lynn Van der. Professional hospitality: Core competencies. 2nd ed. Frenchs Forest, N.S.W: Pearson Education Press Australia, 2003.
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1948-, Roberts Phil, ed. Service that sells!: The art of profitable hospitality. Denver, Colo: Pencom Press, 1994.
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Sturman, Michael C. (Michael Craig) and Heaton Cherrill P, eds. Managing quality service in hospitality: How organizations achieve excellence in the guest experience. Clifton Park, N.Y: Delmar, Cengage Learning, 2012.
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Sullivan, Jim. Service that sells!: How to make big bucks in the restaurant, bar, and hotel business. Denver, Colo: Pencom Press, 1991.
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Empowerment: HR strategies for service excellence. Oxford: Butterworth/Heinemann, 2001.
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Ford, Robert, and Cherrill Heaton. Managing the Guest Experience in Hospitality. Cengage Delmar Learning, 1999.
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Educational Foundation (National Restaurant Association), ed. NRAEF ManageFirst customer service: Competency guide. Upper Saddle River, N.J: Pearson, Prentice Hall, 2007.
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Davidoff, Donald M. Contact: Customer Service In The Hospitality And Tourism Industry. Prentice Hall, 1993.
Find full textBook chapters on the topic "Hospitality industry – Customer services – Ethiopia"
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Dixit, Saurabh Kumar. "eWOM Marketing in Hospitality Industry." In Advances in Marketing, Customer Relationship Management, and E-Services, 266–80. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-5225-0332-3.ch014.
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Due to its intangible nature, hospitality business finds it difficult to market its services. Past customer experiences are one of the best strategies that allow some quantification of the quality of the product. Word of mouth has been a key part of every effective marketing strategy for hospitality businesses. It is widely recognized that word of mouth, both positive and negative, has the potential to influence customer purchase decisions. With the technological advancement, the internet has been widely applied in various areas in the hospitality industry. Social media and the growth of web 2.0 have enabled word of mouth to be shared amongst millions of potential customers, one therefore can argue that electronic word of mouth (eWOM) has been the successor of the traditional word of mouth. Therefore, traditional Word-of-Mouth, which spread from person to person vocally has been replaced gradually by electronic Word-of-Mouth (eWOM). A growing trust on eWOM for making choices about hospitality products prompted the author to work on the present chapter.
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Martínez, Patricia, and Ignacio Rodríguez del Bosque. "Explaining Consumer Behavior in the Hospitality Industry." In Handbook of Research on Global Hospitality and Tourism Management, 501–19. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8606-9.ch025.
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The aim of this chapter is to explore how Corporate Social Responsibility (CSR) associations and corporate image influence customers´ behavior. Specifically, a model is proposed in which CSR and corporate image positively condition customer loyalty. It also proposes that the company´ social responsible initiatives influence customer satisfaction. In order to test this model structural equation modelling is employed on a sample of 382 Spanish hotel customers. This study finds that both corporate image and customer satisfaction contribute to achieve customer loyalty, also proving the roles of corporate image as a mediating variable. Additionally, our results show that CSR influences customer satisfaction. Finally, although we did not corroborate that CSR associations increase customer loyalty CSR associations have an indirect effect on loyalty through corporate image. As the results of studies concerning loyalty will depend on the services or products examined other business areas should be considered to find out about the generalization of these results. Second, other relevant variables could be included in further research.
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Minor, Katarzyna Barbara, and Miha Bratec. "Management and Implications of Daily Deal Promotions in the Hospitality Industry." In Advances in Marketing, Customer Relationship Management, and E-Services, 156–78. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-5225-9783-4.ch008.
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Discounting, a common practice in the hotel industry, used in order to mitigate seasonal demand fluctuation, was especially prominent at the time of the most recent recession. This coupled with consumer saving trends gave rise to the phenomenon of daily deal or flash sale websites. These are often also referred to as social shopping or group buying marketplaces and combine attractive discount for customers who propagate their offer using their social media channels. Though daily deal websites represent an interesting and multi-faceted e-commerce phenomenon, their nature within hospitality inventory distribution landscape remains largely unknown, even more so, their implications, particularly for the hotel industry. This chapter sets to fill this gap by collecting and structuring the available knowledge about daily deal websites according to the following themes: motivators for their use, profitability-related issues, marketing implications, operational issues, impacts upon branding.
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Gomez Punzon, Jonathan. "Digital Customer Journey in the Luxury Hotel Experience." In Advances in Marketing, Customer Relationship Management, and E-Services, 246–60. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-8003-5.ch014.
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Digitalization is one of the biggest changes in our fast-moving world. There are a lot of digital innovations in many different industries, which are also affecting the hospitality industry. Taking into consideration that travel and tourism is all about the combination between a wide range of experiences and on-site benefits, the implementation of the digitalization in this industry is completely necessary. As a part of the travel and tourism industry, the luxury hospitality segment is continuing to grow more than what was expected, reaching figures of big spending and revenue regarding luxury hospitality bookings, and it is even expected to grow more than 60% by 2026. Luxury hospitality brands have a lot of upcoming opportunities to generate discussions through digital tools and innovations, not only about bookings, but also covering the whole customer journey.
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Kocaman, Emel Memis, and Mehmet Kocaman. "Restaurant Management System (RMS) and Digital Conversion." In Advances in Hospitality, Tourism, and the Services Industry, 70–98. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-8494-0.ch004.
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Customers expect a high standard and fast service from enterprises. In addition, competition among enterprises necessitates that enterprises renew themselves, meet customer expectations at maximum level, and raise the standard of products and services. Traditional restaurant management is inadequate to provide all this. This situation led to search, and restaurant management systems (RMS) have been developed. RMS, which emerged in the 1970s, are now much more developed, facilitating both the operation and management process and offering a professional management opportunity. RMS has made it possible for the restaurants to institutionalize and establish chain enterprises. Moreover, income and expense control can be made more effective via RMS. This chapter explains RMS and the operation of RMS via a sample program.
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Faganel, Armand, Roberto Biloslavo, and Aleksander Janeš. "Towards an Innovative Ecotourism Business Model Framework." In Advances in Hospitality, Tourism, and the Services Industry, 200–215. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-5225-9936-4.ch011.
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The authors have studied in depth small, family-owned, fish farming company because the demand and competition for farmed fish is increasing worldwide, and so is the awareness of its importance for further development of sustainable small business in EU and wider. This chapter contributes to the literature on sustainable business models with a descriptive case study of the complementarity of a fish farming company and ecotourism activities. In this view, innovation is crucial to promote sustainable business models that can achieve a solid economic performance, social responsibility, and at the same time take care of the natural environment. The case study of a sustainable business model (BM) in aquaculture has been analyzed with the use of a business model canvas that links various organizational-oriented elements of a business model with different stakeholder needs, especially customer needs.
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Lancaster, Geoff, and Diana Luck. "Applications of Customer Relationship Marketing in the UK Hospitality Industry." In Successful Customer Relationship Management Programs and Technologies, 188–209. IGI Global, 2012. http://dx.doi.org/10.4018/978-1-4666-0288-5.ch014.
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This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel’s offerings and operations.
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Kong, Joanna Pei Yi, and Alex Hou Hong Ng. "Customer Satisfaction on Social Media Marketing in Malaysian Hospitality Industry." In Impact of Globalization and Advanced Technologies on Online Business Models, 228–63. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-7603-8.ch014.
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Customer satisfaction plays an important role in achieving the competitive advantage and ensures to bring success to the organizations. Nowadays, people tend to use technologies in boosting the revenue of their businesses as well as to promote the products and services. Therefore, this chapter is focusing on the factors that drive the satisfactions of the customers on the social media marketing in the hospitality industry in Malaysia. The research gaps have been identified on Malaysia's customer satisfaction on social media marketing in the hospitality industry. Hence, the objective of this research is to explore three factors that influence the satisfaction level of the customers on the technologie in the social media, namely social technology approach, social media tools, and socia media engagement. Last but not least, this study will also provide the researchers and managers with strategic plan in order to enhance the business efficiency.
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Senturk, Hayat Ayar. "Building the Friendly Airline Brand." In Advances in Marketing, Customer Relationship Management, and E-Services, 197–220. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-5225-9783-4.ch010.
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Hospitality, the hosting behavior that brings convivial and personalized services with the ultimate aim to provide psychological comfort to guests, is a growing success criterion for service firms in today's new, experience-based economy, and thus has received considerable scientific attention in the service industries literatures. In this stream of research, most of the researchers have examined airline hospitality by taking the view pre-flight, in-flight, post-flight tangible and intangible service quality factors in an integrative manner. However, recent researches have pointed out that the airline industry has evolved in a direction where the intangible factor, such as hospitality of the cabin crew, stands out rather than its concrete functions such as “transport.” In the light of this argument, the purpose of this study is, by examining various cases, to theoretically reveal the airline hospitality as a new and fresh perspective that need to be emphasized in digital marketing activities to create widespread impact on customer experiences.
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Lade, Clare, Paul Strickland, Elspeth Frew, Paul Willard, Sandra Cherro Osorio, Swati Nagpal, and Peter Vitartas. "Hospitality of the Future." In International Tourism Futures. Goodfellow Publishers, 2020. http://dx.doi.org/10.23912/9781911635222-4748.
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The topic ‘Hospitality of the Future’ examines how rapidly the hospitality sector is changing and highlights innovative products and services that are becoming available. For example, space hotels, underwater accommodation, cruise ships and the use of robots are becoming more common in the hospitality sector. Although some of these innovations have not come to fruition, discussions regarding embracing new products and services should be under- taken rather than rejecting ideas based on previous industry expectations. In addition to the introduction of new products and services, technological change challenges traditional employment models of hospitality workers with a real concern regarding employment opportunities in the future that is also explored in Chapter 7. This chapter highlights some of the future aspects of hospitality services with a focus on the rise of robots in the Asian hospitality sector. A further analysis of the advantages and disadvantages of using artificial intelligence (AI) is given. The chapter concludes by suggesting new and changing technology will have an impact on the hospitality industry, however the extent of impact will differ for each type of hospitality business. Case studies are included to illustrate themes that reflect current customer service practices and potentially what the future holds.
Conference papers on the topic "Hospitality industry – Customer services – Ethiopia"
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Xu, Lu, Feng Lin, and Qiang Li. "Notice of Retraction: Managing Customer Services: Entrepreneurship in Hospitality Industry." In 2007 3rd International Conference on Wireless Communications, Networking, and Mobile Computing - WiCOM '07. IEEE, 2007. http://dx.doi.org/10.1109/wicom.2007.1041.
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Ramsina, Snezhana. "Integration of Public and Private Aspects in Business Models 4.0 of the Tourism Market." In The Public/Private in Modern Civilization, the 22nd Russian Scientific-Practical Conference (with international participation) (Yekaterinburg, April 16-17, 2020). Liberal Arts University – University for Humanities, Yekaterinburg, 2020. http://dx.doi.org/10.35853/ufh-public/private-2020-58.
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The current digital opportunities that have spawned the upgrade of the business versions of tourism and hospitality have been actualised due to the hard-to-predict pandemic nature of the COVID-19 coronavirus threat and travel bans. In Business Model 4.0. the usual forms of the relationship between the public (institutional) and the private, individual in tourism and hospitality are transformed. Research objective: to characterise the integration capabilities of automated (AI-based) travel industry business processes that personalise the tourism offers to the needs and preferences of travel lers and guests. The value-based marketing 4.0 approach, supplemented by structural, network and functional approaches to the analysis of the structure, multi-level, dynamics of commercial opportunities, consumer value of business models of organisation and the implementation of tourism products, allowed the integration possibilities of Internet services in satisfying individualised consumer demands to be satisfied. Soft culture blurs the boundaries between the public and the personal, making actors’ informational behaviour transparent, transforming existing business strategies, and giving rise to ‘mass individuality’ in tourism and hospitality. The forms of correlation between the public (group, communal) and the private, individual in the practice of tourist services at all stages of a tourist trip or guest visits to HoReCa enterprises change under the influence of BigData technologies regarding operational processes; modelling and forecasting strategies; horizontal and vertical integration. The marketplace is won by those who practise personalisation, customisation and marketing authenticity of the market offer distributed on the P2P network. The basis of a stable competitive advantage of a company able to create a unique customer value in the tourism and hospitality market is represented by predictive or prognostic analytics of big data and smart technologies.