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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.
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Kasemsap, Kijpokin. "Hospitality and Tourism Management." International Journal of Tourism and Hospitality Management in the Digital Age 2, no. 2 (July 2018): 37–52. http://dx.doi.org/10.4018/ijthmda.2018070103.
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The purpose of this article is to summarize the insights from the literature review focusing on the advanced issues and implications of hospitality and tourism management. The literature review includes the overview of hospitality management; the overview of tourism management; the importance of hospitality management in the digital age; the importance of tourism management in the digital age; and the managerial applications of hospitality and tourism management. The findings suggest that tourism occurs as a result of the different types of business that provide a range of products and services to tourists. It is essential to acquire a driving enthusiasm for customer service and a strong sense of professionalism to develop and maintain customer satisfaction in the hospitality and tourism industry.
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Worimegbe, Powel Maxwell, Temitope Mariam Worimegbe, and Elizabeth Abiola-Oke. "Gamification and Customers Experience in the Hospitality Industry." Journal of Tourism and Services 11, no. 21 (December 31, 2020): 71–87. http://dx.doi.org/10.29036/jots.v11i21.165.
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The application of gaming techniques and its measurement have engendered many discussions. Premised on the gamification dimensions of loyalty programs, advertising, and promotions, and creating or developing new services, this study examines the effect of the dimensions of gamification on the elements of customers' experience in the Hospitality industry. Utilising the survey research design and two-stage sampling technique, 700 customers of hotels and restaurants were sampled in the Nigerian Hospitality sector. The multivariate analysis was used in data analysis. The results reveal that gamification significantly affects customers' experience. The findings showed that creating new services is the most significant measure of gamification affecting customers' experience. The study also established that loyalty programmes, advertising, and promotion, and creating new services as dimensions of gamification are drivers of customers' experience. Firms in the service sector should pay attention to the issue of gamification in order to create a better customer experience, which could sustain competitiveness in the long-run. The study recommends that gamification strategies should be utilized in the hospitality industry. Emphases should be placed on making sure the customers' have peace of mind while patronizing the hospitality and tourism industry. The study contributes to the literature on the utilization of gamification in the Hospitality industry. The study analyzed the interaction between gamified services and customers' experience by utilizing each element of gamification separately.
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Arteaga, Ana Laura Terán, and Sergio Uscanga Medina. "Impact of services quality on customer satisfaction and repeat purchase attributes in hospitality industry." International Journal of Leisure and Tourism Marketing 2, no. 3 (2011): 258. http://dx.doi.org/10.1504/ijltm.2011.042290.
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LÊ VĂN, HUY, and ÂN NGUYỄN THỊ HOÀI. "The Relationship Between Website Quality and E-Satisfaction: A Case Study of Four- and Five-Starred Hotels in Hội An City of Quảng Nam Province." Journal of Asian Business and Economic Studies 218 (October 1, 2013): 147–60. http://dx.doi.org/10.24311/jabes/2013.218.07.
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E-commerce has become a familiar and indispensable part in a developing society, contributing substantially to changes in the customer behaviors and demand. In order to meet customer needs, tourism companies in general and enterprises of the hospitality industry in particular must establish their own websites at the service of their business and competition. In this paper, through aggregation of existing theories in the world and quantitative research, the authors conduct an empirical research for the case of four- and five-starred hotels in H?i An City and identify seven factors that affect the satisfaction of online customers (or e-satisfaction): (1) website design, (2) website information, (3) website security, (4) trust, (5) transaction convenience, (6) customer services, and (7) hotel services information. Those results allow authors to offer some suggestions for hospitality enterprises to enhance their customer satisfaction.
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Sukach, Olena, Svitlana Kozlovska, and Natalia Sushko. "MODERN MANAGEMENT TECHNOLOGIES IN THE HOSPITALITY INDUSTRY." Baltic Journal of Economic Studies 7, no. 3 (June 25, 2021): 168–76. http://dx.doi.org/10.30525/2256-0742/2021-7-3-168-176.
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The hospitality industry is currently one of the dynamic areas of the developing economy which stimulates the development of various sectors of the modern economy. The current challenges posed by the next economic crisis and the effects of pandemic constraints require the formation of new mechanisms for managing the hospitality sector. The main purpose of the research is to create modern management tools for the development of the investment potential of the hospitality industry. The subject of the research includes Ukrainian hospitality enterprises, their financial condition and management in a pandemic. The process of systematization of literary sources has identified the main modern problems of the hospitality industry, which include hotels, restaurants, entertainment, sporting events, and other services related to tourism. However, this specific area has a unique set of problematic aspects that need to be solved immediately. Understanding the importance of the management system in the hospitality industry and its adaptation to modern changes will help increase the competitiveness of such enterprises in the market. Research methodology: the article uses the funds of empirical studies of the essence of the hospitality industry, as well as statistical analysis of the modern market of hotel services. Also, the investment market in the sector of tourism was studied with the help of mathematical tools. Modern management in the hospitality industry is aimed at deviating from the typical and traditional tools to meet customer needs, which is caused not only by social change but also by the development of various financial instruments. The study proves that the successful development of the hospitality industry is impossible without the use of modern management tools based on the principles of marketing. Analyzing the market of hospitality services, in the process of development and implementation of innovative services, it is advisable to focus on the study of a competitive environment and the needs of potential customers. Conclusions. The results of the study prove the importance of this area and the feasibility of developing and implementing effective management tools. The research substantiates and offers promising areas for attracting investment resources in the hospitality industry. Also, according to the results of the study, the authors propose the stages of implementation of target marketing as an effective tool for the development of hospitality in Ukraine. The concept of development of innovative services in the field of hospitality on the basis of the formed strategy of target marketing is developed.
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Marković, Suzana. "QUALITY OF SERVICES IN THE BANKING INDUSTRY: CONCEPT AND MEASUREMENT." Tourism and hospitality management 11, no. 1 (May 2005): 47–67. http://dx.doi.org/10.20867/thm.11.1.3.
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Istraživanja znanstvenih i stručnih radova, stranih autora, svjedoče o rastućem zanimanju za proučavanje koncepta kvalitete (Quality), upravljanja potpunom kvalitetom (Total Quality Management), kvalitete usluga (Service Quality) i zadovoljstva klijenta (Customer Satisfaction), za razliku od domaćih autora, koji vrlo rijetko ili samo s nekoliko aspekata, proučavaju ove koncepte. U svojoj težnji za poboljšanjem kvalitete hotelskih usluga i zadovoljstva hotelskih gostiju, hotelski menadžeri često nailaze na problem mjerenja kvalitete usluga. Stoga je cilj ovog istraživanja detaljno objasniti koncept kvalitete usluga, te koncept mjerenja kvalitete usluga. Osim toga, u radu se opisuje i SERVQUAL ljestvica mjerenja (Parasuraman, ZeithamI, Berry, 1985., 1988., 1991.), kao i ostale ljestvice i modeli, koji se najčešće koriste u mjerenju kvalitete usluga u hotelskoj industriji.
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Borisova, Lalka. "HOSPITALITY AS AN INDUSTRY." Knowledge International Journal 28, no. 5 (December 10, 2018): 1661–67. http://dx.doi.org/10.35120/kij28051661l.
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The tourist industry is developing at a fast pace, generally accepting and serving tourists, creating and offering a tourist product. It includes different sectors that cooperate, perform their specific functions (restaurant, hotel, event organization, etc.) aimed at one goal - demonstrating hospitality. Hospitality is an activity that, thanks to progress and time, has become a powerful industry that employs millions of professionals, creating the best for service users (tourists). The hotel industry includes different areas of human activity - tourism, recreation, entertainment, hotel and restaurant services, catering, sightseeing, organizing exhibitions and conducting various scientific conferences. This means meeting the needs of the guests and satisfying their needs, courtesy, guaranteeing the security and comfort during their stay. Hospitality is a fact when meeting the guest's needs with the attitude of the hosts, they go hand in hand. In this report I will try to justify hospitality as the most important consumer property of the tourist product to talk about turning it into an industry. The popularity of tourist accommodation sites is determined by many factors, but above all by the qualifications of the staff. Consequently, the phrase: "Personnel decides everything" is valid in the tourism business. Thus, the hospitality industry is a complex sphere of activity for employees who satisfy the wishes of tourists. The client is the most important factor in tourism activity and should be subject to excellent service. In the process of communication between tourists of different nationalities and staff, a number of business etiquette rules should be considered to save moments of inconvenience and misunderstanding. It is good to know the peculiarities of greeting, posture, distance, gestures in order to communicate effectively and avoid ambiguity in contact with foreigners. Good manners are those that will build an atmosphere of cooperation and understanding, not of hostility and conflict. The skills that make contacts with partners and clients can affect the tone and the results of the whole conversation, and hence the future relationships and their opinions about the company. Rule: The way you meet someone the first time can determine if there will be a second time as a customer.
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Anita, Tiurida Lily, and Aditya Pratomo. "Food safety management and food quality in hospitality industry during covid-19 pandemic." Uncertain Supply Chain Management 9, no. 3 (2021): 681–86. http://dx.doi.org/10.5267/j.uscm.2021.5.001.
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During the pandemic, many hotels have lost their source of income. The sources of hotel revenue that usually come from the sales of rooms, food and beverages, or other services have suddenly disrupted. This study was conducted to examine whether the food quality and food safety that are implemented in hotels during the social distancing period can increase customer satisfaction and increase revenue from food products made in hotels. This research was conducted by conducting observations and case studies at a hotel in Jakarta. Population and samples were taken from guests who came and bought food products at this hotel since the hotel started operating again in June 2020. This research was conducted in a descriptive quantitative manner. The analysis technique, namely path analysis, was carried out to show whether the factors of food quality, food safety, customer satisfaction have a direct or indirect effect on hotel revenue from food products. The results found that food quality, food safety and customer satisfaction had a direct impact on increasing revenue at the company.
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Domínguez, Gisela, and Albert Fornells Herrera. "Learning framework for the development of key skills in the hospitality industry." International Journal of Hospitality and Tourism Studies 1, no. 2 (December 2020): 127–39. http://dx.doi.org/10.31559/ijhts2020.1.2.6.
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The hospitality sector is one of the most competitive industries and it is one of the leading engines of the world economy. The current crisis in the sector due to the COVID-19 makes organizations to consider more than ever the unique and the alignment of their services for becoming different from their competitors. In this sense, the hospitality skills have been identified as one of the crucial elements in the strategy by the companies because of the wide and diverse offer of tourism services and, at the same time, the new customer expectations which are pushing the organizations to create customized, unique and memorable experiences. Thus, this change of paradigm leads to a constant reflection on the quality that services should offer in line with customer expectations. The aim of this research is twofold. On the one hand, the article identifies service orientation, empathy and teamwork as key competences in the development of the hospitality skills. On the other hand, the paper presents a learning framework of those skills within the University studies. This framework proposes an incremental learning process organized in three phases -Discover, Reflection and Experience- through the period of the academic program. First, the identification of their hospitality profile based on the three skills is done through a discovered process. Next, students reflect about the contents and best practices related to strategical and operational aspects linked to the sector. Finally, students experience all the previous concepts through an internship. One of the main benefits of this learning framework is that allows academic supervisors to define goals and monitoring the achievement of these competences of the students along the different academic years.
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Stefan Kleber, Daniel Marco, and Tatjana Volkova. "Key Success Factors to Increase Value Proposition in the Hospitality Industry." PROZIMA (Productivity, Optimization and Manufacturing System Engineering) 2, no. 1 (June 25, 2019): 34. http://dx.doi.org/10.21070/prozima.v2i1.2203.
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Purpose of this conceptual study is the identification and analysis of key success factors to increase value proposition based on design thinking of hotel executives and value co-creation with customers in the hospitality industry. Globalized dynamic markets and ever-changing customer needs and demands require ongoing experimentation and communication to steadily identify customer needs and wants in order to adjust products and services to ensure an increase of value proposition. In this research article, the two-fold role of customers and hotel executives in value co-creation processes leading to an identification of key success factors of value proposition increase is analyzed. The article emphasizes the essential role of customers as contributors to value co-creation processes and hotel executives as contributors to the creation and delivery of value proposition. Superior value proposition can be achieved by understanding actual needs and demands of customers based on design thinking and comparing them to value proposition elements that are perceived as being important by customers. Following this approach, key success factors for enhancing value proposition are analyzed.
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URBAN, Wieslaw, and Krzysztof ŁUKASZEWICZ. "Technologies Supporting Pandemic Restrictions in the Hospitality Industry, Hitherto Experiences and Outlook." Journal of Environmental Management and Tourism 12, no. 1 (February 21, 2021): 196. http://dx.doi.org/10.14505/jemt.12.1(49).17.
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The circumstances of the Covid-19 pandemic established new conditions for the hospitality industry, pandemic restrictions precluded full provision of leisure services. The study aims to identify technological concepts that could noticeably support the industry in dealing with pandemic restrictions while allowing guests take advantage of hospitality services. This is a conceptual study based on comprehensive review of the scientific literature and secondary sources, supported by the creative methodology. Twelve technological device concepts are elaborated, then evaluated, how they support pandemic-related restrictions and affect customer experience. Proposed concepts are aiming at the state of the art and beyond. The study mainly contributes with technological conceptualizations conceivably inspiring further developments favorable to the hospitality industry, particularly in pandemic time. The study presents a value co-creation analysis of the device concepts, several conclusions referring to the implementation of technologies in the hospitality industry are drawn up. One of the conclusions is that the current pandemic situation brings an opportunity to move toward the Industry 4.0 transformation. The study concerns a wider problem of technological changes than just pandemic restrictions.
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Salazar, Ana. "Hospitality trends: opportunities and challenges." Worldwide Hospitality and Tourism Themes 10, no. 6 (December 3, 2018): 674–79. http://dx.doi.org/10.1108/whatt-07-2018-0047.
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Purpose The main purpose of this paper is to summarize the trends and suggestions for the hospitality sector, identified by a number of authors and publications. Design/methodology/approach A content analysis was performed using publications available on reliable websites on the internet as the source for data collection. Findings In general, technology will have an enormous emphasis on how the hotel industry is changing. The new generation of millennial travellers and growing competition brought on by the ever-evolving sharing economy has led to the industry upping its game to cater to a rapidly changing customer base that looks for meaningful local experiences and personalized services. Originality/value Gathering this information and making recommendations to cope with those trends can lead managers to have a more proactive approach on their strategic and operational decisions, thus enhancing their competitiveness on the hospitality market.
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S, O., Were, Miricho M, N., and Maranga V, N. "A CUSTOMER-EMPLOYEE ENCOUNTER: A REVIEW OF CUSTOMER QUALITY CONTROL ON RESTAURANT FOOD SERVICE." International Journal of Management, Innovation & Entrepreneurial Research 5, no. 2 (December 24, 2019): 01–10. http://dx.doi.org/10.18510/ijmier.2019.521.
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Purpose of the Study: The purpose of this study review was to fill the literature gap into the customer quality control on restaurant food and beverage service, with the objective of identifying customer quality control methodologies within the hospitality’s food and beverage operations.
Methodology: For purposes of carrying out the study review, the concept of customer employees encounter in the process of not only creating and offering goods and services but also the quality control aspect, and the various methodologies in doing so were considered and reviewed. The study employed a meta-analysis in gathering, analyzing, presentation and discussion of the study results.
Main Findings: The study review findings reveal that hospitality organizations are facing a drift from the conventional restaurant standard operating procedures in reference to foodservice quality control with the customer taking a central position in the production and presentation of food services.
The study proposes three main and most common global methodologies used by hospitality restaurant clients in setting and maintaining standards and in their attempts in controlling restaurant food service quality from frontline staff. These control measures include; restaurant tipping, customer satisfaction surveys as well as on-the-spot customer complaints.
Limitations: This is a study review and therefore the study findings were arrived at in consideration of mainly secondary sources. Some studies are traditionally region and/ or country-specific and therefore much caution is needed when generalizing the study findings.
Social implications: There is a myriad of ways through which restaurant food service quality control can be integrated into the customer employee service encounter. They reviewed three main methodologies in this study review may provide the best tools not only for quality control function but also build confidence among the customer base, thus yielding customer satisfaction and retention on the one hand, while creating business sustainability on the other hand.
Originality: Minimal studies have been instituted and published in the area of customer quality control not only within the hospitality’s restaurant operation but also in the larger services industry. This study will, therefore, help the hospitality restaurant business to appreciate the role of customers in the process of quality services provision, thus enable organizations to achieve a strategic business competitive position.
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Paluch, Stefanie. "Customer expectations of remote maintenance services in the medical equipment industry." Journal of Service Management 25, no. 5 (October 14, 2014): 639–53. http://dx.doi.org/10.1108/josm-07-2013-0195.
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Purpose – Original equipment manufacturers offer maintenance services such as remote diagnostics to extend their portfolio. The purpose of this paper is to empirically investigate requirements and expectations regarding remote services (RSs) for maintaining complex high-tech equipment from a users’ point of view. Design/methodology/approach – A qualitative interview study based on 30 interviews and observations at 11 organizations in the healthcare industry was conducted in order to get a holistic understanding of requirements and expectations of the new service technology. Findings – This study shows that the focus on providing high-technology services is not sufficient to increase customer's usage, soft factors such as personal interaction, integration, and individualization are main expectations for customers in the medical equipment industry. The expectations are concentrated in seven propositions. Research limitations/implications – The interviews were conducted only in the healthcare industry. Even though is it possible to generalize the findings and transfer them to other sectors, a large-scale empirical survey should be conducted in different industries to verify the qualitative results. Practical implications – A framework for manager and service provider is set up that can help to improve the service offerings according to specific customer expectations. Originality/value – The paper provides an original perspective on a new service technology that facilitates remote maintenance of complex high-tech equipment. Through in-depth interviews, the author generates valuable insights that help to advance RS technologies.
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Shpyrnya, O. V., E. A. Eremina, and M. V. Koreneva. "Features of promotion services of entertainment enterprises." Scientific bulletin of the Southern Institute of Management, no. 1 (May 23, 2020): 83–87. http://dx.doi.org/10.31775/2305-3100-2020-1-83-87.
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The article describes the main features of promoting the services of entertainment industry enterprises. The definition of entertainment services is given, a list of enterprises providing such services is indicated. The relationship between entertainment services and the development of the tourism and hospitality industry is revealed. Various options for promoting the services of entertainment industry enterprises are presented. Attention is paid to the importance of the process of branding the business of entertainment industry enterprises and maintaining a high level of quality of customer service. Particular attention was paid to additional elements of the marketing mix in promoting the services of entertainment industry enterprises. The basic methods of promoting services are examined, with particular emphasis on social networks VKontakte, Odnoklassniki, Instagram, Facebook. The prospects of organizing focus groups in social networks while promoting certain services in the entertainment industry are noted. It is concluded that technologies for promoting services in the entertainment industry contribute to expanding the number of potential customers, forming a group of regular customers, increasing interest from consumers, partners, and more.There is no conflict of interests.
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Chathoth, Prakash K., Gerardo R. Ungson, Robert J. Harrington, and Eric S. W. Chan. "Co-creation and higher order customer engagement in hospitality and tourism services." International Journal of Contemporary Hospitality Management 28, no. 2 (February 8, 2016): 222–45. http://dx.doi.org/10.1108/ijchm-10-2014-0526.
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Purpose – This paper aims to present a review of the literature associated with co-creation and higher-order customer engagement concepts and poses critical questions related to the current state of research. Additionally, the paper presents a framework for customer engagement and co-creation with relevance to hospitality transactions. Design/methodology/approach – Earlier research on co-production, co-creation, consumer engagement and service-dominant logic are discussed and synthesized. Based on this synthesis, links and contrasts of these varying research streams are presented providing an articulation of key characteristics of each and how these might be applied within a hospitality context. Findings – Modalities in service transactions vary among traditional production, co-production and co-creation based on changes in attitudes, enabling technologies and the logic or ideology supporting the change. Transaction characteristics vary among manufacturing, quasi-manufacturing and services based on several key categories including differences in boundary conditions, enablers, success requirements, sustainability requirements, the dominant logic used and key barriers/vulnerabilities. When creating experiential value for consumers, firms should consider several aspects ex-ante, in-situ and ex-post of the change and during the change process. Research limitations/implications – Firms need to move toward higher-order customer engagement using co-creative modalities to enhance value creation. Current practices in the hotel industry may not in their entirety support this notion. Ex-ante, in-situ and ex-post considerations for creating experiential value need to be used as part of a checklist of questions for firms to pose in order to move toward managing customer experiences using the service-dominant logic as part of the firm’s orientation toward its market. This would give it the required thrust to create superior engagement platforms that use co-creative modalities while addressing the barriers to higher-order customer engagement as identified in the literature. Originality/value – The hospitality and tourism literature on co-creation and higher-order customer engagement is still in its infancy. A synthesis of these early studies provides support for the need for future research on co-creation that more clearly articulates the modality firms could use to move toward co-creation. This paper develops a dynamic framework using characteristics of co-creation that integrate the various stages of value creation (i.e. input, throughput and output).
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Njoroge, Msafiri, Wineaster Anderson, and Omari Mbura. "Innovation strategy and economic sustainability in the hospitality industry." Bottom Line 32, no. 4 (December 2, 2019): 253–68. http://dx.doi.org/10.1108/bl-03-2019-0080.
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Purpose This paper aims to examine the role of innovation strategy on economic sustainability in the hospitality industry. The focus is on the tourist hotels in Tanzania. Design/methodology/approach The study uses survey of tourist hotels (n = 346) in the country’s Coastal and Northern tourist circuits. Structural equation modelling was used to test the hypothesized relationship. Findings The findings indicate that innovation strategy in the industry emphasizes on standardized services; service quality; product introduction readiness and lastly on technology usage. Innovation strategy positively relates with the economic sustainability performance. Specifically, the strategy promotes hotels' sustainable growth, resource management long-term profitability, customer satisfaction and value chain management. Practical implications The findings elucidate on how sustainability can be integrated with core business strategies, to make corporate sustainability a reality. The findings also enlighten on the need for hotels to focus on innovation strategy to benefit from sustainability related opportunities. Moreover, the ability to understand customers’ needs and develop innovative services that offer social and environmental solutions can have an important implication on long-term economic success. Originality/value Most studies in the hospitality industry focus on innovative strategies geared towards environmental management. Hence, understanding how innovative strategy influences long-term economic sustainability as a core focus of any business endeavour is important. This study contributes to that body of knowledge as it uses innovation strategy based on Schumpeterian entrepreneurial approach in understanding the role of innovation on economic sustainability.
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Marković, Suzana, Dina Lončarić, and Damir Lončarić. "Service quality and customer satisfaction in the health care industry - towards health tourism market." Tourism and hospitality management 20, no. 2 (2014): 155–70. http://dx.doi.org/10.20867/thm.20.2.1.
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The purpose – Service quality and customer satisfaction have been extensively researched in the profit sector, but are also important in the non-profit sector. Specialty hospitals and health spas operate in the non-profit sector in Croatia, but some of them try to provide a part of their services to the health tourism market. Hospitals that work in the non-profit sector and especially those that see their future in the health tourism market need to pay attention to service quality and customer satisfaction. Although specialty hospitals are a vital segment of the Croatian health system, there has not been enough research regarding service quality and customer satisfaction measurement in that sector. Therefore, the purpose of this study is to assess the impact of service quality on customer satisfaction in the healthcare sector. Design/methodology – Empirical research is used to determine patients’ perceptions and expectations of service quality in one specialty hospital for medical rehabilitation. SERVQUAL instrument was used to measure the service quality. The SERVQUAL questionnaire included an expectations and perceptions section, each consisting of 34 statements. In addition, the questionnaire contained an extra section relating to demographics and an overall question on the impression of quality of the service provided. One hundred and four (104) satisfactorily completed questionnaires were collected. Findings – The analysis revealed that patients perceived a rather satisfactory level of health care quality across all SERVQUAL dimensions. Patients who perceived a higher level of service quality show greater satisfaction with the services, as well as a higher level of loyalty to the hospital which provides medical services. Research results indicate the multidimensionality of the concept and the existence of a gap between patients' expectations and the perceptions of service quality. Finally, despite the criticism of the SERVQUAL instrument, this study confirms the usefulness of the SERVQUAL model in terms of its reliability and validity for measuring quality in the health care sector. Originality of the research – This paper sheds light on a poorly researched field in the Croatian context. The specific environment in which the research was done demanded the implementation of a modified SERVQUAL model which was broadened with the items referring to sports, recreation and amusement activities. Theoretical contribution of this paper is reflected in testing the dimensionality and reliability of the modified SERVQUAL instrument for measuring service quality in a specialty hospital. It was found that the modified model has four dimensions. The ‘Output quality’ dimension, which refers to the services outside the sphere of medical services, has the greatest impact on the patients’ satisfaction. The practical contribution of the paper is manifested as an encouragement for managers in specialty hospitals to devote greater attention to service quality and customer satisfaction measurement, especially when their goal is to enter the health tourism market. It provides directions for hospital managers to develop strategies which will meet patients’ expectations of service quality and increase their competitiveness in the health tourism market.
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Gong, Jin-Hong, Li-Shan Xie, Jia-Min Peng, and Xin-Hua Guan. "Customer responses to integrity issues for travel services in China." International Journal of Contemporary Hospitality Management 27, no. 2 (March 16, 2015): 199–213. http://dx.doi.org/10.1108/ijchm-01-2013-0054.
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Purpose – The purpose of this paper is to explore integrity issues for travel services in China using the framework of a stress and coping model to focus on customers’ perceived unfairness, responsibility attribution and their negative emotions. Design/methodology/approach – A content analysis of 80 online customer complaints provides a brief profile of these integrity issues. Findings – Integrity issues frequently appear during service delivery and are primarily rooted in the unethical behavior of travel service employees or partners. Service contracts and fairness are used by customers as standards to evaluate harm caused by integrity issues. Customers attribute responsibility for these issues to the travel agency or tour operator, and not their employees. Finally, customers feel angry and disappointed when they experience an integrity issue and sometimes feel helpless. Research limitations/implications – Future studies can collect data by multiple means and further examine the correlations between customers’ cognitive appraisals, negative emotions and relationship outcomes in the context of integrity violation. Practical implications – Integrity management in travel services should be integrated with service management and promise management. Travel agencies must take immediate actions to reduce the negative influences of integrity issues. Moreover, the tourism sector in China should make efforts to control integrity problems at the industry level. Originality/value – This study contributes to the prior model of trust violation by investigating the trigger events of integrity violation and emphasizing the roles of customers’ perceived unfairness and negative emotions.
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Cheng, Boon Liat, Chin Chuan Gan, Brian C. Imrie, and Shaheen Mansori. "Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry." International Journal of Quality and Service Sciences 11, no. 2 (June 12, 2019): 187–203. http://dx.doi.org/10.1108/ijqss-09-2017-0081.
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Purpose The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry. Design/methodology/approach A self-administered questionnaire was distributed to 500 respondents who had the experiences of staying in the hotels in Malaysia. The structural equation modelling technique was used to study the relationship between the model and the developed hypotheses. Findings The findings revealed that service recovery dimensions are significantly related to customer satisfaction and have a positive relationship between customer satisfaction and customer loyalty. Practical implications As the main sector in the hospitality business, hotels play a vital role in the tourism industry. Therefore, the developments in tourism and hotels go hand in hand, as they are mutually dependent on each other. With significant yearly developments in the tourism industry and at a constant rate, hotel operators should reconsider their business strategies to achieve customer loyalty and sustain their businesses. In view of that, the findings of this study not only benchmarks better hotel services but also provides an improved understanding of service recovery that will effectively aid hotel operators in handling service failures; otherwise, customer dissatisfaction may occur if poor service recovery strategies are implemented. Originality/value The intense competition in the service industry has driven companies to place extra attention on service recovery so as to ensure continuous success. With a yearly significant development in the tourism industry at a constant rate, hotel providers (one of the major beneficiaries) are driven to reconsider their business strategies to achieve customer loyalty and sustain their business.
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D, Suhas, and H. N. Ramesh. "Customers’ eyeshot on Information Technology services in the Banking Industry – A Synoptic View." Restaurant Business 118, no. 10 (October 11, 2019): 557–62. http://dx.doi.org/10.26643/rb.v118i10.9574.
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Globalization has made banks to use Information Technology in offering banking services to customers, and which made customers in creating high expectations in banking services through electronic mode. Electronic banking services are now considered a new delivery channel for banks in India and which made customers access banking services easily and quickly. The transformation of traditional banking to modern banking is started by using Automatic Teller Machines, Bill Payments, E-Fund Transfer and so on. This made customers easy to do banking activitieseven in their homes and offices at any time. The success of E-banking is largely depended on banker’s commitment and participation of the functioning at all stages and customer acceptance. In this view, the present work has made an attempt to study the customer’s perception of electronic banking services. The survey was conducted to 70 customers of nationalized banks in India. The data has been analyzed using percentages and chi-square tests to ascertain the results of the study.
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Dudkin, Pavlo, and Olena Dudkina. "Logistical and infrastructural components of hospitality industry destinations." Socio-Economic Problems and the State 22, no. 1 (2020): 57–65. http://dx.doi.org/10.33108/sepd2020.01.057.
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The essential structural and functional characteristics of destinations in the hospitality industry have been considered in the article. The current trends in the hospitality destinations and the influential factors determining the need to develop new methods and managerial tools based on systematic approach have been analyzed. The infrastructural and logistical components of tourist destinations are singled out. The attention was focused on the objective need to improve the organizational, functional, informational and managerial aspects of logistics and infrastructure support of the hospitality industry destinations as a basis for its sustainable development and achieving strong competitive market positions. Certain areas for innovative logistic and infrastructural subsystem improvements concerning the hospitality industry destinations in the conditions of current challenges and threats have been described. Due to Covid-19 pandemic, the necessity to concentrate efforts on building up national destinations, oriented on Ukrainian consumer as a stable source of income to the local budget rises. Also authors stress the low level of average income of Ukrainians and insufficient customer service as a restraining factor for hospitality industry. The principles of a transparent logistical promotion of goods, services, finances in the field of tourism, hotel and restaurant business by using modern smart technologies have been substantiated. The main emphasis has been placed on the expediency of introducing modern information and communication technologies, logistics and cluster approaches into the hospitality industry destinations.
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Serra-Cantallops, Antoni, José Ramon-Cardona, and Fabiana Salvi. "The impact of positive emotional experiences on eWOM generation and loyalty." Spanish Journal of Marketing - ESIC 22, no. 2 (August 20, 2018): 142–62. http://dx.doi.org/10.1108/sjme-03-2018-0009.
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Purpose The purpose of this paper is to examine the role that positive emotional experiences play in the generation of electronic word-of-mouth (eWOM) and the influence both variables have, together with customer satisfaction and brand reputation, on customer loyalty in the context of hospitality services. Design/methodology/approach An online survey has been conducted including customers of an important hotel chain in the holiday up-market segment. The study sample is composed of 878 customers from Germany and the UK. The model has been tested using partial least squares technique. Findings Results indicate that positive emotional experiences have a positive effect on satisfaction, eWOM generation and company reputation. This study identifies the provision of emotional experiences as a powerful generator of positive eWOM in the hospitality context and it states that customer satisfaction, in itself, does not guarantee positive eWOM generation. Practical implications Designing unique, tailor-made, memorable experiences can become a key element to increase loyalty and, particularly, to foster the generation of recommendations, that is positive eWOM, in the hotel industry. Originality/value The study makes a contribution on the antecedents of customer satisfaction, eWOM engagement and loyalty in the specific context of hotel services.
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Denizci Guillet, Basak, and Deniz Kucukusta. "Spa market segmentation according to customer preference." International Journal of Contemporary Hospitality Management 28, no. 2 (February 8, 2016): 418–34. http://dx.doi.org/10.1108/ijchm-07-2014-0374.
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Purpose – This paper aims to segment spa customers based on their preferences for a set of spa attributes. With the considerable growth rate of the spa market, it is vital for spa professionals to understand spa-goers’ preferences. However, academics and industry professionals have not devised a structured method by which to manage spa customers. Design/methodology/approach – A survey was conducted using a face-to-face survey with visitors to Hong Kong who had visited a spa. By applying conjoint and cluster analysis, customers could be categorized into distinct segments. Findings – Four customer segments were identified: spa enthusiasts, high spenders, value seekers and price-sensitive spa-goers. Spa enthusiasts were the largest segment among the four, followed by value seekers, price-sensitive spa-goers and high spenders. Research limitations/implications – Given the limited academic interest in the area, this study contributes to the literature by providing insights into spa-goers’ preferences and how those preferences can be used to segment spa-goers. Practical implications – Based on the different needs, preferences and socio-demographic characteristics of the four segments – spa enthusiasts, high spenders, value seekers and price-sensitive spa-goers – spa industry managers could customize their strategies and design different spa services and packages to meet the needs of the four segments. Originality/value – The combined use of conjoint and cluster analysis provides a new method of market segmentation in the spa industry. This study could help spa professionals to design customized spa products for the distinct segments, and thus retain and attract more spa visitors.
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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.
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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.
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Rengarajan, Srinath, Roger Moser, Louis Tillessen, Gopalakrishnan Narayanamurthy, and Sai Shiva Jayanth Reddy. "Decision model innovation for competitive productivity (CP) in the airport industry." International Journal of Contemporary Hospitality Management 33, no. 9 (June 7, 2021): 3021–39. http://dx.doi.org/10.1108/ijchm-09-2020-1041.
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Purpose The purpose of this paper is to explore the impact of decision model innovation (DMI), set on the decision-making support for the customers, on customer satisfaction and the firm’s competitive productivity (FCP). Design/methodology/approach This study operationalizes the concept of DMI by developing a decision support journey (DSJ) model for the airport industry, using the case of Zurich Airport and its ecosystem. This paper then explores how this DSJ impacts the FCP of Zurich Airport. Findings This study finds that applying DMI shows potential to improve talent management, resource management and corporate culture, leading to a higher FCP. By centralizing the decision-making process of its customer and decision support, executives gain essential insights into the actual needs of their customers. This enables firms to adapt their products and services to the actual needs of the customer, which leads to higher performance. Research limitations/implications This study explores the complementarity between DMI and FCP, exploring how operationalizing the concept through DSJ impacts FCP elements, including talent management, resource management and overall corporate culture. This extends extant work on improving non-aeronautical revenues in dynamic environments within airport ecosystems as a converging industry setting. Practical implications Existing airport digital applications providing minimal support should be expanded to provide an interaction and exchange platform for airport ecosystem players and customers. This paper finds that the firm adopting DMI in the airport/airline industry can set up a win-win situation to achieve competitive productivity by providing decision-making support and valuable insights to its customers. Originality/value This study is among the first to apply DMI toward improving FCP in the airport industry. It treats airports as an ecosystem of converging industries that can benefit by incorporating customer-focused digitally-enabled solutions to improve decision-making and customer satisfaction.
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Lim, Chiehyeon, Min-Jun Kim, Ki-Hun Kim, Kwang-Jae Kim, and Paul Maglio. "Customer process management." Journal of Service Management 30, no. 1 (January 14, 2019): 105–31. http://dx.doi.org/10.1108/josm-02-2017-0031.
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PurposeThe proliferation of customer-related data provides companies with numerous service opportunities to create customer value. The purpose of this study is to develop a framework to use this data to provide services.Design/methodology/approachThis study conducted four action research projects on the use of customer-related data for service design with industry and government. Based on these projects, a practical framework was designed, applied, and validated, and was further refined by analyzing relevant service cases and incorporating the service and operations management literature.FindingsThe proposed customer process management (CPM) framework suggests steps a service provider can take when providing information to its customers to improve their processes and create more value-in-use by using data related to their processes. The applicability of this framework is illustrated using real examples from the action research projects and relevant literature.Originality/value“Using data to advance service” is a critical and timely research topic in the service literature. This study develops an original, specific framework for a company’s use of customer-related data to advance its services and create customer value. Moreover, the four projects with industry and government are early CPM case studies with real data.
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Dorasamy, Nirmala, and Rishi Balkaran. "Inculcating a service culture among hospitality management students through work integrated learning (WIL): A case study of Durban university of technology." Corporate Ownership and Control 8, no. 3 (2011): 479–86. http://dx.doi.org/10.22495/cocv8i3c4p5.
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Any segment of the hospitality industry, as a service industry, focuses on the customer’s total experience. This focus is imperative if organisations are to maintain an edge in an increasingly competitive industry that demands added value. Services, both tangible and intangible, can be considered as a customer experience which cannot be recalled. Therefore, the standards for service operations must be zero defects. The establishment of standards and enactment thereof, is an integral part of the conduct of service employees. This article investigates through a qualitative approach how a service culture can be developed among hospitality management students during work integrated learning to enhance teaching and learning. The extent to which a quality service culture is advocated within the work integrated learning component by the Department of Hospitality Management at the Durban University of Technology is explored. It is argued that a focus on the service quality aspects of service in the areas of professional cookery, accommodation, catering and; food and beverage management can make a significant contribution to developing attributes like reliability, helpfulness and good communication. The article further demonstrates that by exposing students to the expected attributes and skills necessary for a service oriented culture, they are made aware of what constitutes “exceptional service quality”, thereby contributing to their learning about the importance of service in the hospitality industry. While work integrated learning is a philosophy of education based on the “theory of experience of the customer” within the hospitality industry, it is also an integral part of the students’ experience
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Sanjeev, Gunjan M., and Rumki Bandyopadhyay. "Innovations in the Indian hospitality industry: an overview." Worldwide Hospitality and Tourism Themes 8, no. 4 (August 8, 2016): 408–15. http://dx.doi.org/10.1108/whatt-05-2016-0026.
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Purpose This paper aims to provide an overview of the facts and trends relating to the innovations that are taking place in the Indian hospitality industry. Design/methodology/approach The paper draws facts and emerging trends from the existing literature and other reports. The paper also serves as an introduction to areas covered by theme issue contributors that are discussed in detail in their respective papers. All the papers bring out key findings after several rounds of discussion with practitioners. Findings Some of the key emerging areas are customer service, cost competitiveness, culinary management, revenue management and technology. The paper also suggests that it is important to understand how innovations are being managed across different functional departments and whether managers face barriers to the implementation of innovative ideas and processes. Practical implications The Indian hospitality industry continues to expand despite tough competition. But, it is imperative that hotels are able to find ways to differentiate their products and services and by innovating, it is possible to sustain and create new forms of differentiation. Given this reality, the paper is of interest to hoteliers and policy makers who want to know more about the emerging innovation trends in the Indian hospitality industry. Originality/value There is limited literature available on innovations in the Indian context. Further, all the papers in this theme issue were written after several rounds of interaction with practitioners so as to incorporate real-time, relevant and contemporary data.
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Sanjeev, Gunjan M. "Innovations mount up in the Indian Hospitality Industry: summing up." Worldwide Hospitality and Tourism Themes 8, no. 4 (August 8, 2016): 496–503. http://dx.doi.org/10.1108/whatt-05-2016-0025.
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Purpose This paper aims to summarize and review the key innovations that have taken place in the Indian Hospitality Industry in recent times. Design/methodology/approach The paper draws on the findings and managerial implications as outlined by the contributors to this theme issue: “How is the need for innovation being addressed by the Indian Hospitality Industry?” Findings The paper highlights some of the recent innovations that have taken place in the Indian Hospitality Industry, especially in the areas of customer service, cost competitiveness, culinary management, revenue management and technology. It also highlights some of the key challenges faced by senior management of selected hotels in implementing innovative ideas and related processes. Practical implications With domestic hoteliers continuously expanding and foreign players’ intent on investing in India, it will be of interest to hoteliers and policymakers to know about the recent innovative measures adopted by the Indian Hospitality Industry. The innovations will aid hoteliers as they seek to create differentiation for their products and services. Originality/value There is limited literature on innovation in the Indian Hospitality Industry, especially with a focus on practitioner perspectives. This issue offers a significant contribution in the field of research in the Indian Hospitality Industry.
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Aggabao, Burton A., and Fermin G. Castillo Jr. "Service Quality of Hotels in Abu Dhabi, UAE." GATR Journal of Management and Marketing Review 1, no. 1 (December 21, 2016): 24–32. http://dx.doi.org/10.35609/jmmr.2016.1.1(4).
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Objective - The hotel Industry in the United Arab Emirates (UAE), particularly in Abu Dhabi, is characterized by many luxury hotels (chains) and affordable accommodations. This study seeks to understand the service quality provided by such hotels by gauging hotel guests perceptions and responses. Methodology/Technique - This study uses the descriptive-survey research approach to determine the service quality of the hospitality service among hotels in Abu Dhabi, UAE. A questionnaire was designed and pre-tested for reliability and validity before it was administered. The responses and interview answers of 50 hotel guests of different cultures and countries were gathered. Majority of them were tourists and travellers. Findings – Analysis of datadisclosed that the service quality of hotels in Abu Dhabi was appraised as "very good to excellent". Customer service and the quality of services were two important variables that play a major role in the hotel industry. Novelty - The hotel industry in the UAE is sustainable due to the UAE's progressive plans and competitiveness. Type of Paper - Empirical Keywords: Tourism; Tourist, Service Quality; Customer Service;Hospitality Management. JEL Classification: M10, M31.
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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.
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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.
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Njoroge, Msafiri, Wineaster Anderson, Lena Mossberg, and Omari Mbura. "Entrepreneurial orientation in the hospitality industry: evidence from Tanzania." Journal of Entrepreneurship in Emerging Economies 12, no. 4 (March 7, 2020): 523–43. http://dx.doi.org/10.1108/jeee-11-2018-0122.
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Purpose The purpose of this study is to identify and validate indicators of entrepreneurial orientation (EO) in the hospitality industry, as well as to examine its dimensionality in the context of emerging economies with a specific focus on tourist hotels in Tanzania. Design/methodology/approach The study uses a mixed-method approach for data collection and analysis. The qualitative study involved 20 in-depth interviews with hotel managers. Based on interview insights, indicators of EO were identified and applied in contextualizing the study and develop the survey questionnaires. The second phase, which was quantitative in nature involved a survey of hotels (n = 346) in the Coastal and Northern tourist circuits of Tanzania for validation and generalization. The exploratory and confirmatory factor analyses were used to analyze the quantitative data. Findings EO in the studied context consists of proactive-risk-taking, innovativeness and competition approach. Hotels focus on proactive and risk-taking efforts concurrently, undertake wide-ranging acts; pursue bold and risk decisions in exploiting opportunities; being proactive on opportunity exploration but less emphasis on initiation speed on actions of competitors. Innovativeness focuses on providing quality services; standardization of services; product introduction; and technological advancements. Besides, the conventional dimensions, hotels use competition approach geared at extensive marketing; customer management; and flexibility in pricing based on competition. EO also exhibits multidimensionality with its dimensions exhibiting moderate-to-high correlations and with acceptable discriminant validity. Practical implications The study’s findings imply that EO and its respective indicators confirmed in western contexts are not necessarily a perfect reflection and applicable in the hospitality industry in emerging economies like Tanzania. Hospitality firms must be vigilant with contextual characteristics – economically, socially and culturally shaping entrepreneurial opportunities. Originality/value This study identifies and validates indicators of EO in the hospitality industry in emerging economies. Moreover, the study adds to the body of knowledge that EO in this context is also multidimensional in nature.
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Ponsignon, Frederic, Philipp Klaus, and Roger S. Maull. "Experience co-creation in financial services: an empirical exploration." Journal of Service Management 26, no. 2 (April 20, 2015): 295–320. http://dx.doi.org/10.1108/josm-10-2014-0277.
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Purpose – The purpose of this paper is to explore how financial services (FS) organizations manage the customer experience. It aims to establish what practices are used, to articulate the role of the FS context in influencing the choice of practices, and to identify how these practices support experience co-creation from the perspective of the organization. Design/methodology/approach – The authors adopt a multiple case study approach. In total, 23 cases provide a rich understanding of the phenomenon studied which permits grounding the findings on robust data. Findings – The authors identify five practices that are consistently used by FS organizations to manage the customer experience. The findings suggest that four industry-specific characteristics affect the choice of these practices. The results also reveal how these practices support the co-creation of the customer experience. Research limitations/implications – The authors focus on the FS context only, do not examine the impact of the practices on performance, and do not explore experience co-creation from the perspective of the customer. Practical implications – Adopting these practices can facilitate a more co-created customer experience, which in turn can provide FS organizations with a competitive differentiator. Originality/value – The paper advances current knowledge by revealing five customer experience management practices that are specific to the FS context. Moreover, this is one of the first studies to explore experience co-creation from the perspective of the organization and to identify ways in which organizations can support customers in co-creating the experiences.
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Rishi, Meghna, and Gaurav Joshi. "Emerging challenges for branded budget hotels in India." Worldwide Hospitality and Tourism Themes 8, no. 1 (February 8, 2016): 61–82. http://dx.doi.org/10.1108/whatt-10-2015-0038.
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Purpose – The purpose of this study is to identify the emerging challenges that are faced by branded budget hotels in India. The paper aims to do this by exploring the expectations as well as challenges faced by the customers and hospitality managers of branded budgets hotels in India. Design/methodology/approach – Utilizing a multi-method approach, data were collected through literature review, eight in-depth interviews and 422 customer reviews. Thematic analysis using the hybrid approach brings out the challenges faced by hospitality managers of branded budget hotels in India. Findings – Hospitality managers face the following challenges – dipping gross operating profits, higher global distribution systems productivity for international hotel brands, location constraints, high royalty structures for management contracts, regulatory issues, business poaching and unorganized growth, bureaucracy among vendors and contactors and lack of trained manpower. Customer expectations include poor check-in/check-out services, inefficient service management, inconsiderate personnel, poor management of feedback and instances of theft. Originality/value – This work adds to the body of knowledge using real customer data and thematic analysis. The authors have not come across any scholarly work, especially in the Indian context, which looks at two stakeholders of the branded budget hotel industry. Hence, recommendations from this work are valuable for hospitality managers as well as researchers.
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Nguyen, Ho Van, and Ho Trung Thanh. "A novel model for analyzing online customer experience in hotel services approach by topic modeling." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (August 16, 2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.656.
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Recently, with the growth of technology and the Internet, customers can easily give their opinions and feedback about products and services on websites or social media. This information is stored in text form, and is a huge source of data to explore. In order to continue developing to meet customers needs, businesses need to gain customers' insights that customers discuss and concern. In this study, we firstly collected a corpus of 99,322 customer comments and reviews written in English from some e-commerce websites in the hospitality industry. After pre-processing the collected data, our team conducted experiments on this corpus and chose the best number of topics (K) was chosen by Perplexity and Coherence Score measurements as input parameters for the model. Finally, experiment on the corpus was used based on the Latent Dirichlet Allocation (LDA) model with K coefficient to explore the topic. The model results found hidden topics with a corresponding list of keywords, reflecting the issues that customers are interested in. Applying empirical results from the model will support decision making to improve products and services in business as well as in the management and development of businesses in the hospitality sector.
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Turginbayeva, Ardak, Gulmira Nurseitova, Guldana Zhakupbekova, Kairat Doszhanov, and Aidar Konysbay. "Ability to Use Flexible Project Management in the Hotel Business." E3S Web of Conferences 159 (2020): 04009. http://dx.doi.org/10.1051/e3sconf/202015904009.
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The article discusses the possibilities of implementing flexible project management methods to ensure the effectiveness of projects in the hospitality industry. The Project Leader should encourage each participant to abandon his or her approved behavior model in order to promptly resolve any issues that may arise during the implementation of the project and to respond to internal objections. As the hotel business is customer-centric, providing end-to-end services is not possible through standard management of individual customer requirements. Therefore, this study aims to determine the feasibility of using the methodology by identifying several criteria for project management (APM) in the hotel business.
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Law, Rob, Rosanna Leung, Ada Lo, Daniel Leung, and Lawrence Hoc Nang Fong. "Distribution channel in hospitality and tourism." International Journal of Contemporary Hospitality Management 27, no. 3 (April 13, 2015): 431–52. http://dx.doi.org/10.1108/ijchm-11-2013-0498.
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Purpose – The purpose of this paper is to reexamine several issues about disintermediation from the perspectives of tourism product/service suppliers (hotels) and traditional intermediaries (travel agencies), considering the move of the current distribution landscape toward disintermediation. Internet and mobile technologies offer various tools for consumers to search and purchase products/services from suppliers directly. Consequently, the necessity and role of traditional intermediaries in the industry become questionable. Design/methodology/approach – In all, six focus group interviews were conducted to collect primary data from ten managers of three traditional travel agencies and 11 managers from three business hotels in Hong Kong, which is a major travel destination in Asia with many world-class hotels and tourism facilities. Findings – Despite their different business backgrounds, the interviewees agreed on the increasing importance of Internet technology in the distribution of tourism products. The interviewees also posited that traditional travel agencies are still needed to serve certain customer groups, albeit their role may have little importance. Practical implications – Practitioners should adapt to technologically induced changes to remain competitive in the e-business era. Originality/value – This paper provides several original contributions. First, this paper supplements the extant literature by revealing how modern practitioners perceive disintermediation in the tourism and hospitality industry. Second, this paper is the first to investigate the disintermediation issue from the perspectives of tourism product/service suppliers and intermediaries. Finally, this paper provides a reference for industry practitioners to establish adequate strategies that take advantage of Internet technology.
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Clemes, Michael D., Christopher Gan, and Min Ren. "Synthesizing the Effects of Service Quality, Value, and Customer Satisfaction on Behavioral Intentions in the Motel Industry." Journal of Hospitality & Tourism Research 35, no. 4 (November 4, 2010): 530–68. http://dx.doi.org/10.1177/1096348010382239.
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There is a conceptual gap in the marketing literature, as to date there has been no published empirical research on service quality, value, customer satisfaction, or behavioral intentions that has focused on the motel industry. This study seeks to fill this conceptual gap by identifying the dimensions of service quality and empirically examining the interrelationships among the service quality dimensions, service quality, value, customer satisfaction, and behavioral intentions. A hierarchical model is used as a framework to synthesize the effects of quality, value, and satisfaction on the behavioral intentions of motel customers. Statistical support is found for 3 primary dimensions and 10 subdimensions of service quality for motels. The hypothesized paths between the higher order constructs—service quality, value (price), satisfaction, and favorable behavioral intentions—are confirmed. The results of this analysis contribute to the services marketing theory by providing additional insights into behavioral intentions, satisfaction, value, service quality, and the dimensions of service quality. The results of this study will also assist motel management in developing and implementing market-orientated service strategies to increase service quality, enhance customer satisfaction, and create favorable future behavioral intentions.
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Hwang, Jinsoo, Heesup Han, and Seongseop Kim. "How can employees engage customers?" International Journal of Contemporary Hospitality Management 27, no. 6 (August 10, 2015): 1117–34. http://dx.doi.org/10.1108/ijchm-03-2014-0154.
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Purpose – The purpose of this study is to understand how to engage customers socially in the full-service restaurant industry. More specifically, based on the existing theoretical background, it was hypothesized that server disclosure induces customer disclosure. By a literature review, it was further hypothesized that server disclosure and customer disclosure influence trust, which in turn positively affects commitment and loyalty. Design/methodology/approach – The proposed hypotheses were empirically tested using data collected from 287 full-service restaurant patrons. Structural equation modeling was conducted to empirically test the proposed theoretical hypotheses and evaluate the proposed conceptual model. Findings – Based on the data analysis results, server disclosure was found to be a key predictor of customer disclosure. In addition, server disclosure and customer disclosure aid in the creation of trust, and can thus help to enhance commitment and loyalty. The theory building process revealed that gender is a significant moderator. Practical implications – First, restaurant managers need to develop a systematic training program which would help restaurant servers attain adequate knowledge of their job. Furthermore, the restaurant servers must know the importance of frankness when providing services; a frank confession is the key to understanding the minds of people. Finally, restaurant managers are required to hire employees with an outgoing and likeable personality because they are more likely to induce customer disclosure. To achieve this, restaurant managers should conduct in-depth interviews or personality tests in the recruiting process, which help clarify an applicant’s personal traits. Originality/value – Social penetration theory was applied to identify the relationship between server disclosure and customer disclosure, as it is first attempted in the hospitality industry. In addition, this study separated mutual disclosure into two subdimensions (e.g. server disclosure and customer disclosure) and investigated the impact of these two subdimensions.