Relevant bibliographies by topics / Hotels – Customer services

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'Hotels – Customer services'

Author: Grafiati
Published: 4 June 2021
Last updated: 1 February 2022

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Journal articles on the topic "Hotels – Customer services"

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Seh Tah, Irene, and Awo Kyemenua Darko. "Investigating the Effectiveness of Branding on Customer Loyalty in Some Selected Hotels in Accra, Ghana." Global Journal of Educational Studies 4, no. 2 (2018): 38. http://dx.doi.org/10.5296/gjes.v4i2.13576.

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The study investigated the effectiveness of branding on customer loyalty in some selected hotels in Accra. In all, 250 questionnaires were administered to the customers and 200 representing 80% were retrieved. Five selected hotels in Accra were used for the research. The study revealed that some hotels apply branding strategies in selling their products while others do not. This was attributed to the fact that managers of those hotels are unaware of the benefits of effective branding strategies. The study also revealed that services that attract customers most to a hotel include front office,
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Sarwari, Sara, Tanvir Ahmed Minar, Nasrin Shah Naaz, and Md Al Amin Hossain. "Customer Satisfaction Model." International Journal of Tourism and Hospitality Management in the Digital Age 5, no. 1 (2021): 34–51. http://dx.doi.org/10.4018/ijthmda.2021010103.

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In the service industry, one of the main challenges is to provide customer satisfaction. Though the number of budget hotel in Bangladesh is increasing, but customer satisfaction of these hotels are still ignored. The aim of the study is to identify the determinants that satisfy the customers in these hotels. The research targeted a total of 350 selected respondents from different budget hotels in Bangladesh. The descriptive analyses were conducted by using Amos SPSS 24. Findings reveal that price is the ultimate preference for budget hotels along with products and service quality for satisfyin
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Sharma, Savita, and Sidharth Srivastava. "Relationship between Service Quality and Customer Satisfaction in Hotel Industry." TRJ Tourism Research Journal 2, no. 1 (2018): 42. http://dx.doi.org/10.30647/trj.v2i1.20.

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In the competitive hotel industry, individual hotels find ways to be unique to make their products and services shine amongst others. Hotels do not leave any stone unturned to deliver best of the services to magnetize the customers. Therefore, the purpose of this review paper is to study whether high level of quality service actually leads to satisfied customers and makes them loyal towards a particular hotel brand. Further, the study intends to explore whether SERVQUAL model is applicable for the hotels to satisfy their customers. Papers related to service quality and customer satisfaction we
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Qi, Huangxiong, and Rucong Mo. "Exploring Customer Experience of Smart Hotel: A Text Big Data Mining Approach." E3S Web of Conferences 251 (2021): 01034. http://dx.doi.org/10.1051/e3sconf/202125101034.

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In order to analyse the factors and dimensions that customers pay attention to smart hotels, this experiment selects the user reviews of five smart hotels on Ctrip as the research samples, and carries out network text big data collection, text pre-processing and topic mining through the relevant algorithms of Python programming language. The results show that customers’ accommodation experience of smart hotel mainly includes five aspects: breakfast and transportation, staff service level, intelligent service, room environment, and room hardware facilities. Among them, the customer’s attention
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Awad, Nancy, and Sherif Saad Soliman. "Studying the Impact of Egyptian Hotels' Websites Marketing on Customers' E-Satisfaction." International Journal of Tourism and Hospitality Management in the Digital Age 1, no. 2 (2017): 53–63. http://dx.doi.org/10.4018/ijthmda.2017070105.

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The purpose of this research is to study the impact of Egyptian hotels' websites marketing on customer e-satisfaction and how to achieve e-loyalty through focusing on e-satisfaction success factors (website information quality, system convenience, system safety, service quality, expectations and perceptions for hotel services and facilities, and intention to revisit) This questionnaire included items pertaining to the customer satisfaction success factors (website information quality, system convening Egyptian hotels' websites marketing. The study focused on five star hotels. Most of the custo
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Xu, Xun. "Examining the Relevance of Online Customer Textual Reviews on Hotels’ Product and Service Attributes." Journal of Hospitality & Tourism Research 43, no. 1 (2018): 141–63. http://dx.doi.org/10.1177/1096348018764573.

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Online reviews left by guests have business value in terms of understanding customers’ perceptions of hotels’ product and service attributes. By focusing on customers’ textual reviews through a text-mining approach (specifically, latent semantic analysis) and statistical tests, this study examined and compared the relevance of core attributes with customer satisfaction and dissatisfaction for both chain and independent hotels of various star levels. We found that the attributes of products and services—including staff, physical setting, value, and location—have different effects on customer sa
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Świstak, Ewa, and Monika Świątkowska. "Oferta gastronomiczna hoteli warszawskich w ocenie ich gości." Zeszyty Naukowe SGGW - Ekonomika i Organizacja Gospodarki Żywnościowej, no. 120 (December 29, 2017): 147–57. http://dx.doi.org/10.22630/eiogz.2017.120.45.

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The aim of the study was to evaluate the gastronomy services of Warsaw hotels for services offer and personnel. The results of the survey showed an increasing overall rating of catering services as the hotel standard grew. The proper determination of the catering services quality, independent of the standard of the hotel, has proved to be the right service for the consumer. The organoleptic qualities of the dishes, the way they were served, and the price were most important factors determining services offer. Employees’ involvement, customer attitude and communicativeness were the most importa
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S, Priyadharshini, and Catherine Joy. R. "Design and Implementation of an Automated Hotel Management System." International Journal of Engineering and Advanced Technology 10, no. 5 (2021): 37–42. http://dx.doi.org/10.35940/ijeat.e2569.0610521.

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The aim of an automated hotel management system is to handle all aspects of the hotel's information and booking system. This application attempted to cover all operations that occur in residential hotels. It is all identified, from employee management to booking, floors, offices, and room type management, among other things. We sought to demonstrate how data/information is processed in hotels in our project, automated Hotel Management System. The hotel management overview was achieved by splitting the project into different modules. Customers are offered various facilities such as check-in, ch
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Pirnar, Ige, Yasemin Celik Kamali, and Engin Deniz Eris. "Soft innovation in hotel services: case of Izmir City." International Journal of Tourism Cities 6, no. 4 (2019): 1025–43. http://dx.doi.org/10.1108/ijtc-05-2019-0072.

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Purpose The purpose of this paper is to figure out the impacts of soft innovation in the city hotels in general, whereas the focus is on figuring out if there exists a difference in vitality on the components of soft innovation among the hotel categories, as 4 stars, 5 stars and boutique hotels in Izmir, Turkey. Design/methodology/approach The first part is related to a detailed literature review on the soft innovation components as color, sound, light, scent and decoration. Literature review is followed by a qualitative research where expert information on the research topic is collected. Jud
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Üngüren, Engin, Salih Tellioglu, and Nazlı Türker. "Determining the Role of Hotel Attributes in Building Customer Loyalty Using Importance–Performance Analysis: A Study in the Context of Tourist Nationalities." Journal of Tourism and Services 12, no. 22 (2021): 105–30. http://dx.doi.org/10.29036/jots.v12i22.237.

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Identifying the importance and satisfaction of hotel attributes in the eyes of tourists and their role in building customer loyalty is critical for improving the service quality. Therefore, in our study, customers' importance and performance perceptions regarding the services offered by accommodation businesses were examined in terms of customers’ nationalities. Our research has two main objectives. The first objective is to determine the importance and performance perceptions of the services provided by the hotels according to the nationalities of the customers using the using importance-perf
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Dissertations / Theses on the topic "Hotels – Customer services"

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Kniatt, Nancy L. (Nancy Louise). "The Effect of Demographics on Customer Expectations for Service Quality in the Lodging Industry." Thesis, University of North Texas, 1995. https://digital.library.unt.edu/ark:/67531/metadc277825/.

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This study investigated demographic characteristics of 240 Chamber of Commerce members in terms of their expectations for customer service in hotels. Subjects reported their age, gender, marital status, race, educational level, income level and ethnicity, and completed a 26-item questionnaire which measured expectations for customer service. Principal components analysis was used to reduce the 26 items to five dimensions of service quality, and multivariate analysis of variance was used to evaluate the effect of the demographic variables on those dimensions. Gender of the customer was found to
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Getty, Juliet M. (Juliet Margolin). "An Investigation of the Perception of Delivered Quality at Different Levels of Organizational Hierarchy in Services." Thesis, University of North Texas, 1993. https://digital.library.unt.edu/ark:/67531/metadc278751/.

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The overall purpose of this research was to add to existing theory of quality pertaining to the service provider's perception of quality. Quality in the service industry is difficult to assess because of the intangible, heterogeneous and labor intensive nature of services. In addition, personnel have varying perceptions of delivered quality based on their position within the organizational hierarchy. This study enhanced the Service Quality Model developed by Zeithaml, Berry, and Parasuraman (1988). An additional gap ("gap 6") was hypothesized and investigated. This gap describes the difference
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Bamporiki, Abdallah Seif. "The impact of internal communication on guest satisfication in hospitality establishments in Cape Town." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1592.

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Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2010<br>Within the hospitality industry, where revenues are driven by guest satisfaction, service is a key to success. Internal communication plays a role that should be examined on how its performance affects guest satisfaction within hospitality. The purpose of this study is to determine if internal communication plays a role in guest satisfaction within hospitality establishments in Cape Town. The study found that sources (such as newsletters, magazines, books, journals and peers) emphasised import
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Hensens, Wouter. "Hotel rating through guest feedback." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1631.

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Hotel rating refers to the process where the comfort and services of a hotel are assessed and classified, usually in five categories, using stars as symbols. Conventional hotel rating systems are generally operated by governments or independent parties. However, with the growth of social media and customer-review sites, guest review platforms became an important source of information. The main aim of this study is to establish whether guest feedback can determine hotel ratings more accurately than conventional methods and whether a social media platform such as TripAdvisor can provide the nece
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Strassburger, Nândri Cândida. "Hotelaria hospitalar : um estudo sobre a gestão da qualidade dos serviços." reponame:Repositório Institucional da UCS, 2009. https://repositorio.ucs.br/handle/11338/552.

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Atualmente, percebe-se que algumas unidades hospitalares, preocupadas com as constantes mudanças no mundo globalizado, onde a demanda está em constante evolução, aplicam em suas organizações os procedimentos da organização hoteleira, com o objetivo de atender o paciente com maior qualidade. Este estudo teve por objetivo avaliar o modelo de gestão da hospitalidade hospitalar implantado em um Hospital localizado em uma cidade da Serra Gaúcha, e descrever o nível de satisfação dos pacientes em relação aos serviços prestados nessa organização. O método de pesquisa aplicado, face ao problema e aos
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Wu, Hung-Che. "An empirical study of behavioural intentions in the Taiwan hotel industry." Lincoln University, 2009. http://hdl.handle.net/10182/1793.

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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 empiri
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Riscinto-Kozub, Kristen A. O'Neill Martin. "The effects of service recovery satisfaction on customer loyalty and future behavioral intentions an exploratory study in the luxury hotel industry /." Auburn, Ala, 2008. http://repo.lib.auburn.edu/EtdRoot/2008/SPRING/Nutrition_and_Food_Science/Dissertation/Riscinto-kozub_Kristen_19.pdf.

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Rudchenko, Veronika. "Customer satisfaction in Hospitality." Doctoral thesis, Universitat Rovira i Virgili, 2017. http://hdl.handle.net/10803/456299.

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La presente tesis doctoral tiene como objetivo principal analizar la satisfacción del cliente en tres hoteles de diferente categoría, desde tres a cinco estrellas, situados en la ciudad de San Petersburgo en Rusia. La estructura de la tesis doctoral se presenta en tres partes bien diferenciadas: (1) Se realiza una profunda revisión sistemática de la literatura sobre la satisfacción del cliente centrándose particularmente en las ciencias sociales y la economía, analizando también las diferencias observadas por regiones geográficas comparando los resultados de la literatura internacional con los
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Chen, I.-Ting. "Customer service attributes and customer satisfaction in Taiwanese rural hotels." Thesis, Sheffield Hallam University, 2013. http://shura.shu.ac.uk/23506/.

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Tourism and Hospitality is a service-intensive industry that is dependent on the quality of customers' service experiences and their consequent assessments of satisfaction or dissatisfaction and behavioural intentions. The management of services and measurement of customer satisfaction is thus of crucial importance to the tourism industry and is becoming increasingly important as a result of the growing tourism and hospitality industry in Taiwan. This especially applies to the phenomenon of Taiwanese small rural hotels, which have been growing substantially from 65 hotels in 2003 to 3,407 hote
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Goodsir, Warren. "Managing employee customer service interpersonal exchanges in the hospitality industry a New Zealand hotel case study : a thesis submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master in International Hospitality Management, 2008 /." AUT University, 2008. http://hdl.handle.net/10292/276.

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The continued growth of service industries and the development of the experience economy has highlighted the need for employees to have extensive social and interpersonal skills. The need for employee interpersonal skills is further emphasised by the extensive interaction between employees and customers, during the provision of customer service, in full service hotels. Despite the heterogeneous nature of the customer service environment, management expect that a consistent level of service will be maintained, while customers desire a unique experience that meets or exceeds their individual exp
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Books on the topic "Hotels – Customer services"

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The new gold standard: 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company. McGraw-Hill, 2008.

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Michelli, Joseph A. The New Gold Standard. McGraw-Hill, 2008.

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Rourke, Noel O. The Hotel Conrad Dublin: A case study in total quality service. University College Dublin, 1992.

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Komba, Ladis. The impacts of national character on critical factors of customer satisfaction and on customers' behavioral intentions in service organizations: A case of tourist hotels in Tanzania. Wissner, 1997.

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Sullivan, Jim. Service that sells!: How to make big bucks in the restaurant, bar, and hotel business. Pencom Press, 1991.

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Department of Education and Science. Vocational education: Hotel catering & tourism. Stationery Office, 2000.

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Statistics, Nigeria National Bureau of. National bureau of statistics: Compendium of statistical terms, concepts definitions and methodologies for data production and management in Nigeria on hotels, restaurants and tourism sporting activities, religion and related activities. National Bureau of statistics, 2006.

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Weber, Karl, and Jonathan M. Tisch. Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience. Wiley & Sons, Incorporated, John, 2009.

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Chocolates on the Pillow Aren't Enough: Reinventing The Customer Experience. Wiley, 2007.

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author, Briscoe Todd Dakotah, ed. How may we hate you?: Notes from the concierge desk. 2016.

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Book chapters on the topic "Hotels – Customer services"

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Singh, Jaywant, and Benedetta Crisafulli. "Case Study 4: Managing Customer Complaints: The Case of Imperial Orchid Hotels in Thailand." In Services Marketing Cases in Emerging Markets. Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-32970-3_5.

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Leuenberger, Richard, Roland Schegg, and Jamie Murphy. "E-Mail Customer Service by Upscale International Hotels." In Information and Communication Technologies in Tourism 2003. Springer Vienna, 2003. http://dx.doi.org/10.1007/978-3-7091-6027-5_3.

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QianTing, Lu, Hee Chung Chung, and Namho Chung. "A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel." In Information and Communication Technologies in Tourism 2021. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_10.

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AbstractThe advancement of technology following the Fourth Industrial Revolution and the surge in demand for untact services caused by COVID-19 will gradually expand the scope of service automation through artificial intelligence (AI) technologies. In practice, numerous hotels are adopting AI-based service technologies, but it is still in its early stage to provide guidelines for the overall service strategy for this technology. Therefore, this study conducted a study on the failure of AI based self-service technologies (SSTs), service recovery, and the psychological expectations of customers’ SST. An online survey was conducted on respondents who had experience using AI based SSTs, and a total of 370 responses were used for analysis. As a result of structural model analysis through AMOS, it was found that adequate service recovery and low expectations for SSTs were satisfied with SSTs and hotels as a result, even if service failures were experienced. These findings provide specific practical guidelines for many hotels promoting AI-based service automation.
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Suryanarayanan, Sriram, Shwetha Rani Srinivasan, Wenxin Lin, Linxin Wang, and Jagdeep Kaur Sabharwal. "Managing Customer Expectations: A Study of Two Four-Star Hotels in Malaysia and Singapore." In Service Excellence in Tourism and Hospitality. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-57694-3_4.

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Cheng, Boon Liat, and Zabid Abdul Rashid. "Interrelationships of Service Quality, Customer Satisfaction, Corporate Image and Customer Loyalty of Malaysian Hotel Industry." In Cultural Tourism in a Digital Era. Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-15859-4_3.

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Kourtesopoulou, Anna, and John Kehagias. "Online Hotel Customer’s Perceived Service Quality and Purchase Intentions." In Smart Tourism as a Driver for Culture and Sustainability. Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-03910-3_23.

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Tileagă, Cosmin, and Oana Oprişan. "Customer Satisfaction and Quality Services in the Hotel Industry: A Strategic Approach." In Innovative Business Development—A Global Perspective. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-030-01878-8_31.

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Lee, Angela Siew Hoong, Ka Leong Daniel Chong, and Nicholas Chan Khin Whai. "OpinionSeer: Text Visualization on Hotel Customer Reviews of Services and Physical Environment." In Information Science and Applications 2018. Springer Singapore, 2018. http://dx.doi.org/10.1007/978-981-13-1056-0_35.

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Varsanis, Konstantinos, Dimitrios Belias, Nikolaos Kakkos, Michalis Chondrogiannis, Ioannis Rossidis, and Chris Mantas. "The Relationship Between Service Quality and Customer Satisfaction on Luxurious Hotels So to Produce Error-Free Service." In Strategic Innovative Marketing and Tourism. Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-12453-3_8.

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Liu, Chun, and Kam Hung. "Self-service Technology Preference During Hotel Service Delivery: A Comparison of Hoteliers and Customers." In Information and Communication Technologies in Tourism 2020. Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-36737-4_22.

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Conference papers on the topic "Hotels – Customer services"

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Inoyatova, Sitora, Obidjon Khamidov, and Asror Nigmonov. "Evaluation of Online Hotel Booking Services in Uzbekistan." In International Conference on Eurasian Economies. Eurasian Economists Association, 2018. http://dx.doi.org/10.36880/c10.02126.

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Nowadays, trend towards the online hotel booking has been increased throughout the world. Hotels can directly offer online room booking service to prospective customers through their website, which reduces the need of booking through giant commercial online hotel booking services. Main objective of this article is to analyze and have an actual picture of the online booking systems in the hotels of Uzbekistan. &#x0D; With the aim of meeting the objective of the article the qualitative method shall be used by conducting the website analysis, personal evaluation, and open to public statistics res
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Karadakova, Irina. "ACHIEVING CUSTOMER LOYALTY THROUGH A HOTEL BRAND DIFFERENTIATION." In TOURISM AND CONNECTIVITY 2020. University publishing house "Science and Economics", University of Economics - Varna, 2020. http://dx.doi.org/10.36997/tc2020.423.

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Understanding the hotel guests' needs and providing a hospitality service that delivers on their expectations is crucial for achieving guest satisfaction and - eventually - for creating customer loyalty. This is why the hotel operators, along with their constant efforts to deliver consistent services by unifying the operating standards and procedures, also try to know their guests better, so that they can align their services with the guest's preferences and deliver more personalized experience. This is why the major hotel operators develop portfolios of various hotel brands, positioning them
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Marin (Barbu), Corina Aurora, and Elenа Condreа. "Choosing the Hotel According to the Quality Presented by Influencers on Social Networks." In International Conference Innovative Business Management & Global Entrepreneurship. LUMEN Publishing, 2020. http://dx.doi.org/10.18662/lumproc/ibmage2020/51.

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The tourism industry has found an incredibly fertile ground to reach potential customers with the growth of social media. With the influencers’ tendencies to share moments in their lives and especially about their travels, social networks have become one of the most powerful weapons that travel agencies and hotels use to attract as many customers as possible. The phenomenon of influencers is one in development in our country as well. New accounts are constantly appearing on social networks, promoting brands from many fields (beauty, fashion, cooking, sports and even tourism). We are witnessing
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Milovanović, Vesna. "THE COVID-19 PANDEMIC EFFECTS ON THE HOTEL INDUSTRY." In The Sixth International Scientific Conference - TOURISM CHALLENGES AMID COVID-19, Thematic Proceedings. FACULTY OF HOTEL MANAGEMENT AND TOURISM IN VRNJAČKA BANJA UNIVERSITY OF KRAGUJEVAC, 2021. http://dx.doi.org/10.52370/tisc21570vm.

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The novel coronavirus pandemic has brought about significant disruptions to hotel operations, affecting demand for hotel services and guests’ behavior, as well as financial stability of hotel companies and, consequently, hotel employees. A hotel company is interconnected with various partners in the supply chain, thus, the problem in hotel operation is transferred upstream the supply chain. The aim of this article is to present an overview of the COVID-19 impact on the hotel business, and provisions to cope with the new reality, including safety measures, technology application, quality of ser
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Shi, Jing-hua, and Qiang Su. "Evaluation of Hotel Service Quality Based on Customer Satisfaction." In 2007 International Conference on Service Systems and Service Management. IEEE, 2007. http://dx.doi.org/10.1109/icsssm.2007.4280099.

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Radavičienė, Indrė, Vytautas Dikčius, and Veranika Slavuta. "Impact of different price discount frames and levels on customer perception and behavioural intention." In Contemporary Issues in Business, Management and Economics Engineering. Vilnius Gediminas Technical University, 2019. http://dx.doi.org/10.3846/cibmee.2019.002.

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Purpose – this paper aims to examine the effect of framing price promotion on consumers’ purchase intentions. The main purpose of this paper is to analyse the impact of percentage and monetary price discount frames, discount levels of 20%, 40%, 60% and 80% on customer behavioural intention and perception within a high-end hospitality industry context. Research methodology – this study considers 8 manipulated sample scenarios that have been developed. In summary, the experiment consisted of 2×4 designs of the high-end hospitality industry. Two independent variables were included in the experime
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Islam, Muhummad Khairul. "Service Quality And Customer Satisfaction At International Hotels In Kuala Lumpur." In 9th International Economics and Business Management Conference. European Publisher, 2020. http://dx.doi.org/10.15405/epsbs.2020.12.05.91.

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Li, Chi-Chen, Tin-chang Chang, and Shu-Hui Chuang. "Customer satisfaction and customer loyalty towards the Green Hotel: Based on cases studied in Ken-ding area in Taiwan." In 2016 13th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2016. http://dx.doi.org/10.1109/icsssm.2016.7538498.

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Gan Yong and Li Derong. "Strategy for service innovation of hotel based on customer experience." In 2012 International Conference on Information Management, Innovation Management and Industrial Engineering (ICIII). IEEE, 2012. http://dx.doi.org/10.1109/iciii.2012.6339733.

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Zhihui Li and Jinsoo Han. "A cross-cultural analysis of customer perception towards hotel service quality and behavioral intention." In 2009 6th International Conference on Service Systems and Service Management. IEEE, 2009. http://dx.doi.org/10.1109/icsssm.2009.5174971.

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