Academic literature on the topic 'Hotel management Tourism Hospitality industry Customer services'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the lists of relevant articles, books, theses, conference reports, and other scholarly sources on the topic 'Hotel management Tourism Hospitality industry Customer services.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Journal articles on the topic "Hotel management Tourism Hospitality industry Customer services"
1
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).
Full textAbstract:
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.
2
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.
Full textAbstract:
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.
3
Sangpikul, Aswin. "EXAMINING SUBJECTIVE AND OBJECTIVE E-COMPLAINTS AND SERVICE QUALITY IN BANGKOK HOTELS." Tourism and hospitality management 27, no. 2 (2021): 429–48. http://dx.doi.org/10.20867/thm.27.2.10.
Full textAbstract:
Purpose – There are few studies examining the reliability of e-complaints in the hotel industry. This topic is important for hotel managers as it can help them in distinguishing emotional complaints from factual complaints. Therefore, this study aims to examine and classify customers’ e-complaints regarding hotel service quality and classify them into subjective and objective categories based on factual and non-factual opinions. Design/methodology – Content analysis and descriptive statistics were employed to analyse the data (e-complaints about Bangkok hotels) collected from a secondary source. Findings – It was found that approximately 54% of e-complaints regarding service quality in Bangkok hotels were objective complaints (factual opinions) while 46% were subjective complaints (personal feelings). The study indicated that customer complaints resulted from hotel performance which was below than customer expectations. In addition, both types of e-complaint were found to be associated with the five dimensions of SERVQUAL, implying that hotels still had problems with service delivery in all service dimensions. Originality of the research – Due to the insufficient literature on the reliability of customer ecomplaints in the hotel industry, this study identified the characteristics of subjective and objective e-complaints and their relationship with SERVQUAL, thereby extending knowledge of ecomplaints and service quality in the hotel industry. The findings are expected to assist hotel managers in better understanding the nature of online complaints, thus offering a complementary approach to service improvement.
4
Tsao, Wen-Chin. "Star power: the effect of star rating on service recovery in the hotel industry." International Journal of Contemporary Hospitality Management 30, no. 2 (February 12, 2018): 1092–111. http://dx.doi.org/10.1108/ijchm-05-2016-0247.
Full textAbstract:
Purpose This study investigated distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) in the recovery of service in the hotel industry as well as their effects on post-recovery satisfaction and the subsequent behavior of customers. This study also sought to elucidate the moderating effects of star ratings on these influences. Design/methodology/approach A field experiment design with 424 consumers using structural equation modeling was adopted to test the study hypotheses. Findings DJ, PJ and IJ were all shown to have a significantly positive effect on post-recovery satisfaction, which in turn has a significantly positive effect on customer loyalty and significantly negative effect on customer defection. Analysis on the moderating effects of star ratings also revealed that the relationship between DJ and post-recovery satisfaction during recovery efforts is stronger for hotels with higher star ratings than for hotels with lower star ratings. During recovery, post-recovery satisfaction was shown to be more effective in reducing customer defection from hotels with lower star ratings than from hotels with higher star ratings. Practical implications This study provides a reference by which hotels can match their service recovery mechanism to their star rating to retain customers and increase customer loyalty in the event of service failure. Originality/value This study confirms the importance of IJ in the service recovery processes in the hotel industry and provides verification that the star rating of a hotel plays a crucial role as a moderator between recovery effort and recovery effectiveness.
5
Mohd Shahril, Aslinda, and Yuhanis Abdul Aziz. "CUSTOMER COMPLAINTS AND THE EFFECTIVENESS OF SERVICE GUARANTEES IN THE HOTEL INDUSTRY." Tourism and hospitality management 28, no. 2 (2022): 397–418. http://dx.doi.org/10.20867/thm.28.2.9.
Full textAbstract:
Purpose – This study examines the relationship between service guarantee and service quality in four and five star hotels in Malaysia. It also examines the role of empowerment as a mediating variable between service quality and service guarantee, and between service guarantee and service recovery. Finally, this study examines the effectiveness of service recovery on customer satisfaction after unpleasant service experiences with the hotel. Design – The paper presents an exploratory analysis to examine the implementation of service guarantees in Malaysian hotels and the effect of empowerment on service guarantees and service quality from the customers' perspective. Methodology – This study focuses on the four and five star hotels in Malaysia. A survey through questionnaires distributed to the respondents who stayed at the hotel. To examine the relationship, the analysis is done using SPSS and AMOS for empirical analysis. Findings – The study found a significant relationship between service guarantee and service quality; service guarantee and empowerment and confirmed that empowerment mediates the relationship between service guarantee and service recovery. Originality of the research – The study is novel in its application of signalling theory to the study of service guarantee and service quality from the customer's perspective and with employee empowerment in the Malaysian hotel scenario.
6
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.
Full textAbstract:
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.
7
Serra-Cantallops, Antoni, Jose Ramón Cardona, and Fabiana Salvi. "Antecedents of positive eWOM in hotels. Exploring the relative role of satisfaction, quality and positive emotional experiences." International Journal of Contemporary Hospitality Management 32, no. 11 (September 25, 2020): 3457–77. http://dx.doi.org/10.1108/ijchm-02-2020-0113.
Full textAbstract:
Purpose This study aims to compare the relative importance of service quality (SQ), customer satisfaction (CS) and positive emotional experiences (PEE) to determine which is more influential in customers’ intention to spread positive eWOM. Design/methodology/approach A questionnaire that had been translated previously into English, German and Spanish and contained scales from previous studies, as well as a new scale created for electronic word-of-mouth (eWOM) (which was tested before fieldwork commenced), was sent through an online survey to all customers who had stayed in a hotel during the previous three months and were selected from the customers’ database of two international hotel chains that operate hotels worldwide, most of which are middle-upper class establishments that specialize in the holiday market. A total of 3,671 valid questionnaires were obtained, and the research model was tested using partial least squares. Findings The findings suggested that, in the context of mid-upscale hotels, SQ is of paramount importance for CS, but by itself, does not guarantee customers’ involvement in generating and spreading positive eWOM. CS, by itself, neither guarantees customer involvement in positive eWOM spreading. However, the provision of services that can generate PEE among hotel guests is a powerful determinant of positive eWOM spreading and also has a very positive effect on CS. Research limitations/implications The results are based on a sample selected from customers of mid-upper-class hotels that cater to the holiday segment, and therefore, apply only to customers who use this category of hotel services. Further research should be conducted on mid-lower-class hotels to determine whether the results obtained in this paper can be generalized throughout the hotel industry. Practical implications This study provides useful insights for hotel marketing managers by identifying a key causal element that fosters consumer creativity and consumer content creation by spreading eWOM. Managerial practices should strive to provide guest experiences that have the ability to increase emotional outcomes. The results have practical implications for product/service development, communication and customer relationship activities, as well as price and revenue management. Specifically, SME hotels could benefit from an increased volume of positive eWOM to increase their competitiveness. Originality/value The antecedents of eWOM have received less attention in research than its effects. Drawing on a large sample of hotel customers, this paper sheds light on the important issue of identifying which factors motivate customers to engage in spreading positive eWOM specifically in the hotel industry. The results also suggested that WOM and eWOM should not be considered strictly equivalent either in their features and effects or in their antecedents.
8
Avelini Holjevac, Ivanka, and Milena Peršić. "Incorporation of Croatian hotel trade in the standard system of monitoring business results in the world hotel industry." Tourism and hospitality management 1, no. 2 (December 15, 1995): 239–51. http://dx.doi.org/10.20867/thm.1.2.2.
Full textAbstract:
The paper aims at pointing out the necessity of incorporating Croatian hotel industry in the standard system of monitoring business results in the world hotel trade since it is a precondition of acknowledging and accepting our tourism and hotel industry as a part of the world tourist supply. The following are the needs and advantages of being incorporated in the world hotel industry's system of monitoring business results: • enables comparison of a specific country's hotel industry results with the world industry average, with European industry and hotel industry of specific countries as well as the assessment of the position on the tourist market, • increases the competitiveness of the country's hotel industry as it results in the higher level of services, customers satisfaction and quality of tourism as a whole, • creates and enhances the partnership of the participants in the world tourist market as it enables the exchange of the most important information on hotel operation in specific countries and participation in the international flow of capital, • creates the basis for efficient hotel management as a prerequisite of the hotels successful business and its increased profitability.
9
Sun, Shaolong, Fuxin Jiang, Gengzhong Feng, Shouyang Wang, and Chengyuan Zhang. "The impact of COVID-19 on hotel customer satisfaction: evidence from Beijing and Shanghai in China." International Journal of Contemporary Hospitality Management 34, no. 1 (November 18, 2021): 382–406. http://dx.doi.org/10.1108/ijchm-03-2021-0356.
Full textAbstract:
Purpose The purpose of this study is to provide better service to hotel customers during the COVID-19 era. Specifically, this study focuses on understanding the changes in hotel customer satisfaction during the epidemic and formulating effective marketing strategies to satisfy and attract guests. Design/methodology/approach As the first victim of the COVID-19 virus, China’s hotel industry has been profoundly affected and customer satisfaction and needs have also changed. Taking 105,635 hotel reviews obtained from Tripadvisor.com in Beijing and Shanghai as samples, this study explores the changes in consumer satisfaction by using text-mining methods. Findings The results suggest that there are significant differences in overall ratings, spatial distribution and ratings of different traveller types before and after the epidemic. Generally, customers have higher “tolerance” and are more inclined to give higher ratings and pay more attention to hotel prevention and control measures to reduce health risks after the COVID-19. Research limitations/implications This paper proves the changes in customer satisfaction before and after the COVID-19 at the theoretical level and reveals the changes in customer attention through the topic model and provides a basis for guiding hotel managers to reduce the impact of the COVID-19 crisis. Practical implications Empirical findings would provide useful insights into tourism management and improve hotel service quality during the COVID-19 epidemic era. Originality/value This research explores the hotel customer satisfaction in the field of hotel management before COVID-19 and after COVID-19, by using text mining to analyse mandarin online reviews. The results of this study will suggest that the hotel industry should continuously adjust its products and services based on the effective information obtained from customer reviews, so as to realize the activation and revitalization of the hotel industry in the epidemic era.
10
Bharwani, Sonia, and David Mathews. "Customer service innovations in the Indian hospitality industry." Worldwide Hospitality and Tourism Themes 8, no. 4 (August 8, 2016): 416–31. http://dx.doi.org/10.1108/whatt-04-2016-0020.
Full textAbstract:
Purpose The hospitality industry the world over is transforming from a product-focused, physical-asset-intensive business to a customer-focused, experience-centric one. This research aims at evolving a typology of customer-centric hospitality innovations. It attempts to explicitly capture the intrinsic DNA of hospitality innovations in the Indian context by exemplifying the typology posited with customer service innovations adopted by contemporary hoteliers that provide new ways of managing and enhancing customer experience. Design/methodology/approach This study is based on primary research through qualitative interviews conducted with select hospitality professionals, supplemented by secondary research in the form of a review of academic literature, as well as other secondary data sources such as company websites and travel websites which shed light on customer service innovations in the Indian context. Findings To develop and sustain competitive advantage, hospitality businesses are increasingly channelizing their efforts to provide innovative and holistic experiential service offerings. Service innovations are being tailored to cater to the unique personal tastes and requirements of hotel guests to connect with individual guests on a personal and emotional level to create memorable hospitality experiences. Research limitations/implications Practitioners, researchers and educationists in the hospitality industry would find the implications of this study useful in the context of the present customer-centric business environment where hotels are constantly striving to meet the exponentially rising bar of guest expectations. Originality/value The research highlights that it is critical to keep the customers’ perspectives central while designing innovative hospitality products. Further, it is important to create a cadre of innovation champions and service enthusiasts who can engender a culture of service innovation within the organisation.
Dissertations / Theses on the topic "Hotel management Tourism Hospitality industry Customer services"
1
Newham, Nicole. "Customer relationship management in the hospitality industry : identifying approaches to add stakeholder value." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/967.
Full textAbstract:
Thesis (MBA (Business Management))--Stellenbosch University, 2008.ENGLISH ABSTRACT: The aim of this study was to determine approaches to CRM within the luxury hotel sector in Cape Town in order to add value not only to guests, but to all stakeholders of the hotel. This was done by conducting a literature review, supported by a sound base of primary research. The findings proved that CRM theory holds true for most luxury hotels and the notion that luxury hotels in modern times cannot afford to be without a CRM initiative, was underpinned. Furthermore, the concept of an aligned strategy and vision in terms of a hotel's CRM approach was found to be integral. Staff buy-in and co-operation are of utmost importance for any hotel property implementing a CRM initiative. Additionally, training and education on the importance of CRM was highlighted as an important factor to get all staff on board. Management needs to become customer relationship management experts themselves in order to inspire and motivate staff to excel at building relationships with guests. Moreover, the common mistake of hotels to place greater impetus on CRM technology than training and lack of leveraging CRM investments was examined as some of the main reasons for the failure of CRM initiatives. Although CRM technologies are extremely powerful tools and may facilitate a hotel's CRM strategy, they cannot be viewed in isolation and made responsible for the success of such a programme. Training is vital to enable staff to use these systems optimally and to turn guest data into gold. The importance of people was also emphasised in the light of personalisation of service; having the correct staff with an aptitude for guest service and hospitality is imperative. Lastly, the concept of customer-centric processes and systems was stressed. Everything a hotel does in terms of CRM efforts should be derived from the notion of guest satisfaction. Guest satisfaction is the one essential element that will enable a hotel to flourish and enjoy a firm base of repeat business. Repeat business is the most rewarding type of business for a hotel as it means that guests are satisfied with their service and will promote the hotel to others at no additional cost to the hotel.
AFRIKAANSE OPSOMMING: Die doel van hierdie navorsingstuk was om die houding van luukse hotelle in Kaapstad teenoor kliënte verhoudingsbestuur (KVB) te bepaal en vas te stel hoe alle aandeelhouers van die hotel voordeel kan trek uit KVB. Die doelwit was bereik met behulp van primêre en sekondêre navorsing. Die bevindinge het bewys dat KVB teoreties waarde toevoeg tot meeste luukse hotelle. Die feit is geboekstaaf dat luukse hotelle nie sonder KVB kan oorleef nie. Dit was ook gevind dat 'n geintegreerde strategie en visie van uiterste belang is in KVB in hotelle. Personeel samewerking en entoesiasme is ook uitgelig as belangrike elemente wat die sukses van KVB bepaal. In hierdie opsig, was opleiding 'n integrale faktor tot die bevordering van personeel deelname. Die bestuur van hotelle moet self kundiges raak op die gebied van KVB om sodoende personeel te inspireer en motiveer om ook waardevolle kliënteverhoudinge te bou. Algemene foute wat hotelle begaan in terme van KVB is die feit dat meer klem gelê word op KVB tegnologie as op opleiding en dat die opbrengs op die inisiële belegging in KVB nie in ag geneem word nie. Alhoewel KVB tegnologie van onskatbare waarde is om 'n hotel se KVB strategie suksesvol te maak, kan die sukses van so 'n strategie nie alleenlik daaraan toegeskryf word nie. Ten einde die personeel te bemagtig om hierdie sisteme optimaal te benut, moet opleiding weereens as 'n area van belang beklemtoon word. Nog 'n prioriteit is die kwaliteit van personeel wat aangestel word; personeel moet 'n natuurlike aanvoeling hê vir kliënte diens en persoonlike interaksie.
2
Goodsir, Warren. "Managing employee customer service interpersonal exchanges in the hospitality industry a New Zealand hotel case study : a thesis submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master in International Hospitality Management, 2008 /." AUT University, 2008. http://hdl.handle.net/10292/276.
Full textAbstract:
The continued growth of service industries and the development of the experience economy has highlighted the need for employees to have extensive social and interpersonal skills. The need for employee interpersonal skills is further emphasised by the extensive interaction between employees and customers, during the provision of customer service, in full service hotels. Despite the heterogeneous nature of the customer service environment, management expect that a consistent level of service will be maintained, while customers desire a unique experience that meets or exceeds their individual expectations. To ensure that both the needs of the organisation and customers are consistently met, management control of employee actions and behaviours is required.The aim of this study was to identify how hotel organisations and managers control employee interpersonal interactions with customers. The research also sought to identify the interpersonal and emotional capabilities employers require from employees to meet the needs of customers and present the desired corporate image. A qualitative, case study, research methodology was applied to understand the expectations of managers, the issues concerning managing employee interactions with customers, perceptions of employee capabilities, and beliefs about current management control strategies in a hotel environment. The research was conducted at four hotel properties belonging to one international hotel group. The data gathering methods included semi-structured interviews, documentation review and field notes.The research concluded that effective alignment of employee and management goal congruence first requires the alignment of managers' goals to the organisation. To ensure management's expectations, customers' expectations and employee actions and behaviours are aligned, management must also have a sound understanding of the organisation's brand and desired image. Cultural and social control mechanisms were found to be important, as they provided a consistent method of aligning employees' behaviour with the goals and expectations of management. The development of social cohesion and norms, through serial and investiture socialisation mechanisms, also helped to create self-managing teams that reinforced the goals of management. The study suggests that, due to the increasing diversity of the stakeholders' views and goals, some of the traditional management perspectives of hospitality may need to change to meet the needs of contemporary employees.
3
Wu, Hung-Che. "An empirical study of behavioural intentions in the Taiwan hotel industry." Lincoln University, 2009. http://hdl.handle.net/10182/1793.
Full textAbstract:
The issue of behavioural intentions has attracted the attention of hotel marketers and academics because favourable behavioural intentions help hotels to retain customers. The marketing literature has identified that service quality, perceived value, image, customer satisfaction and demographic variables are significant determinants of behavioural intentions. This suggests that behavioural intentions are a multi-dimensional concept. Despite the importance of behavioural intentions, there is limited research on this construct in the hotel industry. The aim of this research was to gain an empirical understanding of behavioural intentions in the Taiwan hotel sector. A multi-level model was used as a framework for the analysis. The dimensions of service quality as perceived by hotel customers were identified through the literature review and focus group discussions. Hypotheses were formulated and tested to examine the interrelationships between behavioural intentions, service quality, customer satisfaction, perceived value and image, and to determine if perceived value plays a moderating role between service quality and customer satisfaction. Finally, customer perceptions of these constructs were compared based on demographic factors such as age, gender and income. The findings of this study were based on the analysis of a sample of 580 customers who had stayed at a five-star hotel in Kaohsiung City of Taiwan. Support was found for the use of a multi-level model and the primary dimensions: Interaction Quality, Physical Environment Quality and Outcome Quality, as broad dimensions of service quality. The 12 sub-dimensions of service quality, as perceived by hotel customers, were identified. These were: Employees’ Conduct, Employees’ Expertise, Employees’ Problem-Solving, Customer-to-Customer Interaction, Décor & Ambience, Room Quality, Availability of Facility, Design, Location, Valence, Waiting Time and Sociability. The results indicated that each of the primary dimensions varied in terms of their importance to overall perceived service quality, as did the sub-dimensions of the primary dimensions. In addition, the statistical results supported a relationship between perceived value and service quality, image and service quality, customer satisfaction, perceived value, image and service quality, and behavioural intentions, image and customer satisfaction. The results also revealed that customer perceptions of the constructs were primarily affected by their purpose of travel and occupation. The results contribute to the services marketing theory by providing an empirically based insight into the service quality, perceived value, image, customer satisfaction and behavioural intentions constructs in the Taiwan hotel industry. This research also provides an analytical framework for understanding the effects of the three primary dimensions on service quality and the effect of service quality on constructs, such as, perceived value, image, customer satisfaction and behavioural intentions. This study will assist the management of the hotel industry to develop and implement a market-oriented service strategy in order to achieve a high quality of service, upgrade customers’ levels of satisfaction, and create favourable future behavioural intentions.
4
Silva, Flavio Basta dos Santos da. "Qualidade percebida em um hotel de luxo no Rio de Janeiro: contraposição entre as perspectivas de gestores e as avaliações de clientes." Universidade Federal Fluminense, 2017. https://app.uff.br/riuff/handle/1/4939.
Full textAbstract:
Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-10-20T16:13:15Z
No. of bitstreams: 1
Dissert Flávio Basta.pdf: 2529044 bytes, checksum: 905a37af08eddba428da4fb78273fe35 (MD5)Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-10-23T15:17:00Z (GMT) No. of bitstreams: 1 Dissert Flávio Basta.pdf: 2529044 bytes, checksum: 905a37af08eddba428da4fb78273fe35 (MD5)
Made available in DSpace on 2017-10-23T15:17:00Z (GMT). No. of bitstreams: 1 Dissert Flávio Basta.pdf: 2529044 bytes, checksum: 905a37af08eddba428da4fb78273fe35 (MD5) Previous issue date: 2017-06-27
A presente pesquisa tem como objetivo estabelecer uma confrontação entre os atributos de qualidade percebidos por clientes, em avaliações on-line espontâneas, após a experimentação do serviço de um hotel categoria cinco estrelas, luxo, e a percepção da equipe gestora do referido estabelecimento. A fundamentação do estudo está suportada por revisão sistemática da literatura. Em termos metodológicos, para a captura da percepção dos clientes, adotou-se a pesquisa e análise de dados de 571 avaliações disponíveis on-line no portal TripAdvisor, enquanto para a pesquisa com os gestores, foram feitas entrevistas individuais com seis profissionais que atuam diretamente na administração do hotel estudado. Como resultado, é evidenciada a necessidade de intervenções estruturais no hotel estudado, o incremento de processos operacionais, controle de estoque, capacitação humana e profunda investigação dos resultados dos motores de satisfação de qualidade.
The present research aims to establish a confrontation between the attributes of perceived quality by clients, in spontaneous online evaluations, after experimenting the service of a five star - luxury category hotel and the perception of the management team of the establishment. The reasoning of the study is supported by a systematic review of the literature. In methodological terms, to capture customer perception, the research and data analysis was made with 571 evaluations available online on the TripAdvisor portal, while for the research with the managers, individual interviews were conducted with 06 professionals who work directly in the administration of the hotel studied. As a result it is evidenced by this study the need for structural interventions on the property, increase operational processes, inventory control, human training and deep investigation of the results of quality satisfaction engines.
5
Sophonsiri, Vanida. "Developing host-guest relationships in Thai tourist resorts." 2008. http://eprints.vu.edu.au/1423/1/sophonsiri.pdf.
Full textAbstract:
This relationship marketing study investigates the influence of national culture on the development of host-guest relationships between local and international tourists and Thai resort operators on Samui Island, Thailand. It proposes that a quality relationship between tourists and resort operators, which is characterised by high levels of trust and commitment, is the major determinant of customer loyalty. In particular, it concentrates on the major cultural differences between Thai and Australian tourists that impinge upon host-guest relationship development. To assist in the study, a research model developed by Morgan and Hunt (1994) was modified and used to conceptualise host-guest relationships and to inform the data collection procedure. Based on survey data collected from Australian and Thai tourists that arrived on Samui Island between January and February 2005, it was found that Australian and Thai respondents have different service experiences during their vacation. Moreover, they also weigh the importance of the antecedents of trust and commitment differently. The findings of the study highlight the need for resort operators to interact with tourists in a culturally sensitive manner. The managerial implications of the results of this study for resort operators are presented, and some recommendations for future service management and delivery strategies are suggested.
6
Sophonsiri, Vanida. "Developing host-guest relationships in Thai tourist resorts." Thesis, 2008. https://vuir.vu.edu.au/1423/.
Full textAbstract:
This relationship marketing study investigates the influence of national culture on the development of host-guest relationships between local and international tourists and Thai resort operators on Samui Island, Thailand. It proposes that a quality relationship between tourists and resort operators, which is characterised by high levels of trust and commitment, is the major determinant of customer loyalty. In particular, it concentrates on the major cultural differences between Thai and Australian tourists that impinge upon host-guest relationship development. To assist in the study, a research model developed by Morgan and Hunt (1994) was modified and used to conceptualise host-guest relationships and to inform the data collection procedure. Based on survey data collected from Australian and Thai tourists that arrived on Samui Island between January and February 2005, it was found that Australian and Thai respondents have different service experiences during their vacation. Moreover, they also weigh the importance of the antecedents of trust and commitment differently. The findings of the study highlight the need for resort operators to interact with tourists in a culturally sensitive manner. The managerial implications of the results of this study for resort operators are presented, and some recommendations for future service management and delivery strategies are suggested.
7
Naidoo, Krishna Murthi. "Tourist service quality management in the ecotourism accomodation sector of KwaZulu-Natal." Thesis, 2012. http://hdl.handle.net/10321/768.
Full textAbstract:
Submitted in fulfilment of the requirements of the Degree: Doctor of Technology: Quality,
Durban University of Technology, 2012.There is extensive focus on the practical performance of ecotourism in respect of environmentally invasive activities and the satisfaction of ecotourists in South Africa. Therefore, the purpose of the study was to evaluate the impact of quality management practices on service quality in the accommodation sector serving ecotourism destinations in KwaZulu-Natal. The study was conducted at 58 hotels within a 50 kilometre proximity to ecotourism development regions of KwaZulu-Natal province. Two separate self-administered questionnaires were designed for the hotel managers and for their guests. A quantitative approach and a census of 58 managers were conducted and the guest response of 587 was obtained using convenience sampling. The results revealed that there are mismatches in guests’ actual experience on the variables of interest for customer service quality and the importance they attach to each variable. The experience-importance findings show that most guests rated their experiences above the importance they attach to those experiences. Little attention has been paid to hotel service quality research pertaining specifically to quality-related performance. This study fills this gap by identifying congruent hotel service quality attributes and relating these to management performance by analysing the importance of these attributes for hotel-guests seeking experiences of the natural environment. The results of the study offer measures for ecotourism service quality enhancement for the ecotourists experience at the hotels and a starting point for hotel managers to optimise the service quality growth and development while protecting the resources on which they are based. Quality function deployment has emerged as a significant tool to guide hotel managers in ecotourism destinations to attain planned levels of guest service quality and formulate a well-informed and systematic framework that will advance strategies for service quality enhancement.
8
McBride, Jordan Ray. "Common city attributes and contact employees : a case study of Indianapolis, Indiana." Thesis, 2014. http://hdl.handle.net/1805/3813.
Full textAbstract:
Indiana University-Purdue University Indianapolis (IUPUI)Indianapolis is considered by many a competitive, large population city with incredible resources for business conferences and event tourism. The city’s flagship event, The Indianapolis 500, has paved the way for the city’s success. With initiative, planning, construction, and implementation the city’s tourism prowess has grown over the past three decades. Indianapolis has become host to a plethora of mid-size and large conferences every year, a regular on the host circuit for the NCAA Final Four, host of the annual Big Ten basketball tournament and most recently the host of the 2012 Super Bowl. Indianapolis continuously attempts to bring in more events every year. Not many residents get to see, or are even aware of, the associates busy at work attempting to fill hotel rooms, conference centers and stadiums. The Destination Marketing Organizations (DMOs) of the city are constantly working and tweaking strategies to increase exposure and get tourists excited about visiting Indianapolis. However, it is difficult to identify what truly separates Indianapolis as a tourist destination from any other competitive, second-tier population, landlocked city. Centrality within the country and the tourism infrastructure may be argued, but a representative from nearly any city in competition with Indianapolis may make a counterpoint to most resources. Instead of running in circles with this argument, this thesis looks to probe into a resource for Indianapolis that could be turned into a strong marketing tool for tourism: its employees. The overall purpose of this study was to examine the perceptions of resident contact employees in the food service and lodging industries concerning Indianapolis’ tourism attributes, and their relation to Indianapolis’ destination marketing and managerial strategies.
9
Nyirangondo, Marie Celine. "The perception of customer service in the hotel industry in Pretoria." Diss., 2020. http://hdl.handle.net/10500/26810.
Full textAbstract:
Abstracts in English, Southern Sotho and ZuluThe primary objective of the study was to explore customers’ perceptions of the service quality provided in the hotel industry, in Pretoria. Considering the growth of the hotel industry in Pretoria, this study revealed that customers expect to receive a high level of service quality, which will lead to customer satisfaction and produce a positive perception of hotel service. An exploratory research design was adopted in this study and qualitative data were collected through interviewing customers of a hotel. In terms of limitations, this study was conducted at one selected hotel in Pretoria. Atlas.ti software was used to analyse collected data. The analysis of the data identified a number of specific themes that were relevant to shaping the perceptions of the respondents, in terms of service quality and their satisfaction with the service quality received. The themes supported existing literature in terms of the factors influencing perceptions of service and the specific influences within those themes were elaborated on, leading to recommendations for managing service quality perceptions in the hotel industry.
Maikemišetšomagolo a dinyakišišo e bile go utolla maikutlo a badiriši mabapi le boleng bja ditirelo tše di abiwago ka intastering ya dihotele ka Pretoria. Ka ge di hlokometše kgolo ya intasteri ya dihotele ka Pretoria, dinyakišišo tše di utollotše gore ba emetše go hwetša ditirelo tša boleng, tšeo di tlago feletša ka go kgotsofala ga badiriši le go tšweletša maikutlo a makaone a tirelo ya dihotele. Tlhamo ya dinyakišišo tša go utolla e dirišitšwe ka mo dinyakišišong tše gomme tshedimošo ya boleng e kgobokeditšwe ka go botšiša badiriši ba dihotele dipotšišo. Mabapi le mellwane, dinyakišišo tše di dirilwe ka hoteleng e tee yeo e kgethilwego ka Pretoria. Softewere ya Atlas.ti e šomišitšwe go sekaseka tshedimošo ye e kgobokeditšwego. Tshekatsheko ya tshedimošo e utollotše merero ye mmalwa ye itšego yeo e bego e le maleba mabapi le go beakanya maikutlo a baarabi, mabapi le boleng bja ditirelo le go kgotsofala ga bona mabapi le boleng bja ditirelo tšeo di hweditšwego. Merero e thekgile dingwalwa tše di lego gona mabapi le mabaka ao a huetšago maikutlo ka ga ditirelo gomme dikhuetšo tše itšego ka gare ga merero yeo di hlathollotšwe, gomme se sa feletša ka ditšhišinyo tša go laola maikutlo ka ga boleng bja ditirelo ka intastering ya dihotele.
Inhloso enkulu yalolu cwaningo kwakuwukuhlola imibono yamakhasimende ngekhwalithi yesevisi enikezwa embonini yamahhotela, ePitoli. Uma kubhekwa ukukhula komkhakha wamahhotela ePitoli, lolu cwaningo luveze ukuthi amakhasimende alindele ukuthola izinga eliphakeme lezinsizakalo, okuzoholela ekwanelisekeni kwamakhasimende futhi kuveze umbono omuhle wensizakalo yamahhotela. Lolu cwaningo oluchazayo lwamukelwe kanti lakhelwe phezulu kwemininingwane ebhekelele ubunjalo besimo yaqoqwa ngokuxoxisana namakhasimende asehhotela. Ngokwemikhawulo, lolu cwaningo lwenziwe ehhotela elilodwa elikhethiwe ePitoli. Kusetshenziswe isofthiweye noma uhlelo lokusebenza elibizwa nge-Atlas.ti ukuhlaziya imininingwane eqoqiwe. Ukuhlaziywa kwedatha kukhombe izingqikithi ezithile ebezifanele ukwakhela imibono yabaphenduli, ngokuya ngekhwalithi yesevisi nokweneliseka kwazo ngekhwalithi yesevisi etholakele. Izindikimba zisekele imibhalo ekhona ngokwezinto ezinomthelela emibonweni yesevisi kanye nemithelela ethize kulezo zingqikithi yachazwa kabanzi, okuholela ezincomweni zokuphatha imibono yekhwalithi yesevisi embonini yamahhotela.
Business Management
M. Com. (Business Management)
10
Chartrungruang, Bung-On. "Relationship between staff selection and training based upon TQM principles and guest satisfaction with service quality in hotel settings." Thesis, 2002. https://vuir.vu.edu.au/15406/.
Full textAbstract:
This thesis proposes a theoretical model that aims to explain the relationship between staff selection and training based on the principles of Total Quality Management
(TQM) and guest satisfaction in 4-5 star hotels in the USA and Australia and Thailand. This exploratory research aims to generate emphical evidence concerning the relationship between TQM, guest satisfaction and human resource performance.
Books on the topic "Hotel management Tourism Hospitality industry Customer services"
1
Sullivan, Jim. Service that sells!: How to make big bucks in the restaurant, bar, and hotel business. Denver, Colo: Pencom Press, 1991.
Find full text
2
Reid, Robert D. Hospitality marketing management. 2nd ed. New York: Van Nostrand Reinhold, 1989.
Find full text
3
Reid, Robert D. Hospitality marketing management. 3rd ed. New York: J. Wiley, 2001.
Find full text
4
C, Bojanic David, ed. Hospitality marketing management. 5th ed. Hoboken, NJ: J. Wiley & Sons, 2008.
Find full text
5
Reid, Robert D. Hospitality Marketing Management. New York: John Wiley & Sons, Ltd., 2009.
Find full text
6
Empowerment: HR strategies for service excellence. Oxford: Butterworth/Heinemann, 2001.
Find full text
7
Gaol, Ford Lumban, and Fonny Hutagalung. Role of Service in the Tourism and Hospitality Industry: Proceedings of the Annual International Conference on Management and Technology in Knowledge, Service, Tourism and Hospitality 2014 , Gran Melia, Jakarta, Indonesia, 23-24 August 2014. Taylor & Francis Group, 2015.
Find full text
8
Gaol, Ford Lumban, and Fonny Hutagalung. Role of Service in the Tourism and Hospitality Industry: Proceedings of the Annual International Conference on Management and Technology in Knowledge, Service, Tourism and Hospitality 2014 , Gran Melia, Jakarta, Indonesia, 23-24 August 2014. Taylor & Francis Group, 2015.
Find full text
9
Gaol, Ford Lumban, and Fonny Hutagalung. Role of Service in the Tourism and Hospitality Industry: Proceedings of the Annual International Conference on Management and Technology in Knowledge, Service, Tourism and Hospitality 2014 , Gran Melia, Jakarta, Indonesia, 23-24 August 2014. Taylor & Francis Group, 2015.
Find full text
10
Gaol, Ford Lumban, and Fonny Hutagalung. Role of Service in the Tourism and Hospitality Industry: Proceedings of the Annual International Conference on Management and Technology in Knowledge, Service, Tourism and Hospitality 2014 , Gran Melia, Jakarta, Indonesia, 23-24 August 2014. Taylor & Francis Group, 2015.
Find full textBook chapters on the topic "Hotel management Tourism Hospitality industry Customer services"
1
Gomez Punzon, Jonathan. "Digital Customer Journey in the Luxury Hotel Experience." In Advances in Marketing, Customer Relationship Management, and E-Services, 246–60. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-8003-5.ch014.
Full textAbstract:
Digitalization is one of the biggest changes in our fast-moving world. There are a lot of digital innovations in many different industries, which are also affecting the hospitality industry. Taking into consideration that travel and tourism is all about the combination between a wide range of experiences and on-site benefits, the implementation of the digitalization in this industry is completely necessary. As a part of the travel and tourism industry, the luxury hospitality segment is continuing to grow more than what was expected, reaching figures of big spending and revenue regarding luxury hospitality bookings, and it is even expected to grow more than 60% by 2026. Luxury hospitality brands have a lot of upcoming opportunities to generate discussions through digital tools and innovations, not only about bookings, but also covering the whole customer journey.
2
Martínez, Patricia, and Ignacio Rodríguez del Bosque. "Explaining Consumer Behavior in the Hospitality Industry." In Handbook of Research on Global Hospitality and Tourism Management, 501–19. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8606-9.ch025.
Full textAbstract:
The aim of this chapter is to explore how Corporate Social Responsibility (CSR) associations and corporate image influence customers´ behavior. Specifically, a model is proposed in which CSR and corporate image positively condition customer loyalty. It also proposes that the company´ social responsible initiatives influence customer satisfaction. In order to test this model structural equation modelling is employed on a sample of 382 Spanish hotel customers. This study finds that both corporate image and customer satisfaction contribute to achieve customer loyalty, also proving the roles of corporate image as a mediating variable. Additionally, our results show that CSR influences customer satisfaction. Finally, although we did not corroborate that CSR associations increase customer loyalty CSR associations have an indirect effect on loyalty through corporate image. As the results of studies concerning loyalty will depend on the services or products examined other business areas should be considered to find out about the generalization of these results. Second, other relevant variables could be included in further research.
3
Bhatt, Sagar, and Rakesh Dani. "Social Media: Marketing Strategies in Hospitality Industry." In Research in Tourism and Hospitality Management, 61–67. AIJR Publisher, 2022. http://dx.doi.org/10.21467/books.134.8.
Full textAbstract:
Communication, the process of by which people can get information through sending and receiving messages, it is crucial for understanding and providing knowledge to people. It helps to people to understand and venerate their environment and facilitate relationships between and among listener and speaker. In the revolutionary phase of social media there are a lot of modes by which customer can get to know about the catering establishments facilities and feedback as well as the review and suggestions. It helps to them about the make a mind set about the services which is provided by the hotels. Social media application help to assist the management about the need and demand of their valuable customers as well as it help to guests to update their self about the latest trends and events.
4
Marques, Mariana, Diogo Moleiro, Telma Medeiros Brito, and Tiago Marques. "Customer Relationship Management as an Important Relationship Marketing Tool." In Impact of New Media in Tourism, 39–56. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-7095-1.ch003.
Full textAbstract:
Nowadays, the traditional four P's of marketing are not enough, especially in hospitality services, because of the permanent need to satisfy the customers, in order to keep them loyal. This chapter aims to understand the application of customer relationship management (CRM) in order to manage client retention and how this can translate into a competitive advantage for the hospitality industry. The chapter has a theoretical framework on the main concepts, such as relational marketing and CRM, and their importance and application to hospitality. The Estoril Coast in Portugal was chosen because it is considered as an international brand due to the importance for national and international tourism. For that, the authors made online questionnaires to hotels in this geographical area. The results allow to measure the use of CRM in the sample hotels and understand the importance of relationship marketing.
5
D. Illescas-Manzano, María, Manuel Sánchez-Pérez, and Sergio Martínez-Puertas. "AN INDEX FOR MEASURING HORIZONTAL DIFFERENTIATION IN HOSPITALITY." In 5th International Thematic Monograph: Modern Management Tools and Economy of Tourism Sector in Present Era, 539–53. Association of Economists and Managers of the Balkans; Faculty of Tourism and Hospitality, Ohrid, North Macedonia, 2020. http://dx.doi.org/10.31410/tmt.2020.539.
Full textAbstract:
Amid a continuous and evolving offer of new services, the hospitality industry is immersed in a highly competitive changing environment, being differentiation an essential strategy to survive and gain a competitive advantage. As a consequence, a differentiation strategy is continuously being defined and adapted. Beyond the vertical differentiation, focused on objective quality signals, horizontal differentiation offers more chance and alternatives to hoteliers for using own resources and capabilities to gain a competitive advantage. In particular, product analysis and competition evaluation are a must-be to offer a value proposition co-created with the customer. Considering the great range of services, and the need to compute all properly and understandably, this work aims to design and index that can integrate all services of a hotel and allow comparison to evaluate the level of differentiation.
6
Lin, Ingrid Y. "Marketing Global Luxury Spa and Wellness Trends, Experiences, and Challenges." In Handbook of Research on Global Hospitality and Tourism Management, 185–202. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8606-9.ch011.
Full textAbstract:
Luxury hotel and resort spas have been perceived and criticized for their similarities and for not having a true authentic or culturally thematic identity, and for losing their original intention of a spa experience due to rapid commercialization. Empirical research relating to spa management is also limited. The purposes of this chapter are (1) to highlight some of the important global market trends that force all sectors of the travel industry to gear towards a healthy, wellness-minded concept in designing their products and services; (2) to define wellness tourism and the meaning of spa; (3) to address several under-researched variables that account for a crucial role in differentiating or characterizing a spa's identity and customers' preferences or perceived authenticity of a spa. Relevant literature is reviewed. Theories from multiple fields are applied. Future research and managerial implications will also be discussed in the content of this chapter.
7
Ariffin, Ahmad Azmi M., and Noor Balkhis Omar. "Surprise, Hospitality, and Customer Delight in the Context of Hotel Services." In Tourism and Hospitality Management, 127–42. Emerald Group Publishing Limited, 2016. http://dx.doi.org/10.1108/s1871-317320160000012010.
Full text
8
Herath, Hanshika Madushani, and Sarath Munasinghe. "Domestic Tourist Satisfaction in a Colonial Hotel and Its Implications for Management." In Advances in Business Strategy and Competitive Advantage, 304–16. IGI Global, 2017. http://dx.doi.org/10.4018/978-1-5225-1886-0.ch016.
Full textAbstract:
The most important job and the biggest challenge in contemporary management in service industries, is making the customers satisfied. It can be argued that the difficulty faced by managers committed to customer satisfaction, is designing specific customer satisfaction strategies. This task becomes a challenge due to the lack of studies done to measure customer satisfaction in hospitality industry, which result in the lack of understanding of the governing factors and the level of customer satisfaction. In Bandarawela Hotel the significant differences between the satisfaction of domestic and foreign tourists and the dominant dissatisfaction of domestic tourists have been recognized. The reasons for dissatisfaction were studied using the mixed methodology of the research. The factors affecting their satisfaction were recognized to be in two categories; tangible and intangible. As the significant findings, some features of the hotel that exists due to the Colonial concept were recognized as the main factors that contribute to the domestic tourists' dissatisfaction.
9
Ferreira, Marine, and Teresa Dieguez. "Revenue Management in Portugal." In Strategies for Promoting Sustainable Hospitality and Tourism Services, 97–121. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-4330-6.ch007.
Full textAbstract:
The world is constantly changing, and the hotel industry is one of the sectors where we can feel it the most. Nowadays, the hotel market is dynamic, diverse, difficult, and dangerous, which creates new challenges for hotel managers, particularly in terms of revenue, creation, and optimization. In order to overcome that, revenue management emerges as a crucial price management tool to face competitiveness and business growth. This study aims to analyze the practices and advantages of revenue management, as well as understand if its implementation in Portugal influenced the revenue and growth of the hotel industry. It also intends to analyze whether there is adequate revenue training or if further training should be required. A quantitative methodology was used, and 284 answers were collected. From those answers, 115 were validated, analyzed, and discussed. Conclusions were made, and finally some limitations were presented as well as suggestion for future research.
10
Lancaster, Geoff, and Diana Luck. "Applications of Customer Relationship Marketing in the UK Hospitality Industry." In Successful Customer Relationship Management Programs and Technologies, 188–209. IGI Global, 2012. http://dx.doi.org/10.4018/978-1-4666-0288-5.ch014.
Full textAbstract:
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.
Conference papers on the topic "Hotel management Tourism Hospitality industry Customer services"
1
Y, Yusnita, Yahaya Ibrahim, and Zainudin Awang. "THE INFLUENCE OF A GREEN IMAGE AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY IN THE HOTEL INDUSTRY." In International Conference on Hospitality & Tourism Management. TIIKM, 2016. http://dx.doi.org/10.17501/icoht.2016.4109.
Full text
2
Grozdeva, Ralitsa. "SMART HOTELS IN THE AGE OF "SMART" CITIES (GOOD PRACTICES IN GLOBAL HOTEL BRANDS)." In TOURISM AND CONNECTIVITY 2020. University publishing house "Science and Economics", University of Economics - Varna, 2020. http://dx.doi.org/10.36997/tc2020.663.
Full textAbstract:
From smart cities to smart hotels. The Internet of Things (IoT) is rapidly changing the way people interact with the urban environment and different accommodation. The introduction of technology in the urban environment now allows us to adapt the experience of residents and collect and analyze user data to make better decisions about efficiency and performance. The use of IoT technology is now making its way into the hospitality industry. Many of the technologies used in smart city management are useful and applicable in the field of tourism, both in terms of improving the quality of services offered and in terms of minimizing costs. As the number of smart cities grows, it will be easier for the hotel industry to adopt technology and become more sustainable. Hotels have long been more than just a place to find a bed for travelers. They are multifunctional sites that provide easy access to food, entertainment, workspace and host the role of business conferences and events. In fact, these are mini-cities that can take advantage of the ubiquity of the smartphone. This article raises the question of how hotels can partner with smart cities by borrowing from them successful practices in order to provide more innovative and modern services and attract more guests and revenue. And all this in parallel with the good practices of global hotel brands.
3
Zainol, Noor Azimin, Eshaby Mustafa, and Nurhazani Mohd Shariff. "MEASURES TAKEN BY THE HOTELIERS TO OVERCOME THE COVID-19 IMPACT." In GLOBAL TOURISM CONFERENCE 2021. PENERBIT UMT, 2021. http://dx.doi.org/10.46754/gtc.2021.11.053.
Full textAbstract:
The hotel industry which supports the tourism industry, plays a crucial part in Malaysia’s economic development. Unfortunately, the outbreak of COVID-19 has caused the tourism industry to make huge losses, both locally and globally in terms of cancellation of all travel and tour activities, including accommodations. Many researchers have attempted to highlight the effects of COVID-19 pandemic on various sectors, however limited studies have been conducted to address how the hospitality industry can mitigate this situation to recover and revive the hospitality industry. Recent reported figures lack of empirical and academic underpinning. This paper aims to fill the gap. It is thus imperative to examine the measures being taken by hoteliers in order to overcome this unprecedented scenario. Therefore, this study’s aim is to highlight the measures taken by the hoteliers to overcome the impact of the ongoing COVID-19 pandemic in terms of staff employment, working terms and hotels’ loss of revenue. A qualitative research method was deemed appropriate to investigate this scenario. The data collection was founded based on the Grounded Theory approach and feedback was collected through semi-structured interviews among 15 staffs from the Food and Beverage, Accounts and Front Office departments which were selected using purposive sampling from five different hotels in Penang. The findings showed that all of the respondents have come to the agreement that the measures taken by their hotels to overcome the impact of the COVID-19 pandemic in terms of staff employment and work conditions were to lower the hotel operations costs. This was done by reducing the number of employees and reducing staffs’ salaries. Other measures taken by the hotel management to mitigate the pandemic’s impact include increasing room sales, venturing into other services, and extending bookings for events. The findings of this study have some practical implications for hoteliers as they can adopt similar strategies in their respective hotels as a means of coping with impact of the COVID-19 pandemic.