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Journal articles on the topic 'Guest services'

Author: Grafiati

Published: 30 May 2022

Last updated: 31 May 2022

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1

Sari, Ika Fitri Kurnia, I. Gusti Agung Bagus Mataram, Dewa Made Suria Antara, and Ni Gusti Nyoman Suci Murni. "Analysis of service quality towards repeater guest satisfaction at The Samaya Seminyak." International Journal of Green Tourism Research and Applications 3, no. 1 (June 2, 2021): 15–20. http://dx.doi.org/10.31940/ijogtra.v3i1.2026.

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The purpose of this study was to determine how satisfied the repeater guest were with the performance of The Samaya Seminyak and to know indicators that had to be improved in order to increase the satisfaction of the repeater guest. The method used is Servqual Test and Important Performance Analysis as the tools to measure repeater guest satisfaction on the existing performance of The Samaya Seminyak. Data were collected from 75 questionnaires repeater guest. Measurement of repeater guest satisfaction was using the theory of 5 dimensions of service quality those are tangible, reliability, responsiveness, assurance, and empathy. The quality of service available at The Samaya Seminyak was unable to meet the quality of service desired by repeater guest. Analysis of service quality is resolved by Servqual test, where 10 out of 15 indicators produce negative gaps, and 5 indicators produce positive gaps. The services that need to be improved in order to increase the satisfaction of repeater guest are indicators of the accuracy and speed of the host and butler staff in providing services appropriately, the ability in providing services to the guests, the ability of the host and butler staff in understanding guests’ wishes quickly, host and butler staff initiative in providing assistance, and host and butler staff knowledge about the products offered.

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Galičić, Vlado, and Slobodan Ivanović. "USING THE “LEARN MODEL” TO RESOLVE GUEST COMPLAINTS." Tourism and hospitality management 14, no. 2 (2007): 241–50. http://dx.doi.org/10.20867/thm.14.2.3.

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The demands of guest in the hospitality industry and their satisfaction with the services they have consumed have become a prevailing competitive tool. Today, the guest as an individual is capable of damaging the reputation of a hospitality service provider by telling others of his/her experiences of the shortcoming of services rendered and consumed. Complaints against hospitality establishments are often calls of attention to the need for improving not only the overall process of preparing and rendering service or one of its parts but also the entire way operations are organised in a hospitality facility. What guests really mind and what causes customer-defection is an indolent and negligent attitude of a hospitality establishment towards guest complaints. In principle, complainants do not have a negative view of a specific hospitality facility and most guests do not make formal complaints. Instead, they choose to simply leave a facility when something is not to their liking, never to return, and turn to the competition. The purpose of this paper is to explain how the objections and formally expressed complaints of guests can be transformed into stronger loyalty towards a hospitality facility or specific type of service, because guests who have seen their claims resolved in a satisfactory manner are very likely to tell others of their experience. To this end, the paper focuses on the LEARN Model for resolving guest complaints against hospitality services.

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Laškarin, Marina. "Development of loyalty programmes in the hotel industry." Tourism and hospitality management 19, no. 1 (2013): 109–23. http://dx.doi.org/10.20867/thm.19.1.8.

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Purpose – In the very beginning when loyalty programmes were being developed, hoteliers were mostly involved as partners of airline companies. However, once they realized the obvious numerous advantages that airlines were gaining, hoteliers began to design their own loyalty programmes. The idea of a loyalty programme is to strike a balance between what guests want and what is offered to them as a reward, and to find other programme partners whose services guests will also use. This paper will look at the basic tenets of loyalty programmes in the hotel industry, the methods of keeping records about guests, and the necessity of creating, structuring and managing guest databases. Design – Four main areas are discussed, namely: loyalty programme, loyalty cards, guest database, and value for guest. The structure of the paper follows this classification. Approach and methodology – The paper is theoretical; it provides review of previous research and gives novel insights into hotel loyalty programme. Various kinds of loyalty programmes are analysed with emphasis placed on loyalty programmes that have emerged based on the differentiation of guests with regard to price policies. This approach is regarded as a considerable contribution to further research into loyalty programmes in the hotel industry. Research findings and originality – While being a major precondition to guest loyalty towards a hospitality facility, guest satisfaction is not the only factor involved. Varying degrees of satisfaction and differing reactions to a specific service create discrepancies between less or more loyal guests regarding the same service or product. Research in this paper focuses on guest loyalty in the hotel industry, that is, on a long-term relationship based on loyalty and trust between a hotel and its guests. The paper’s basic hypothesis is accepted: Well-organized hotel loyalty programmes can help to create an improved approach to guests, from which will result a higher level of satisfaction with services rendered.

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So, Kevin Kam Fung, Karen L. Xie, and Jiang Wu. "Peer-to-peer accommodation services in the sharing economy." International Journal of Contemporary Hospitality Management 31, no. 8 (August 12, 2019): 3212–30. http://dx.doi.org/10.1108/ijchm-09-2018-0730.

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Purpose This study aims to focus on peer-to-peer accommodation services in the sharing economy. Adopting construal level theory as the theoretical foundation, this study investigates the main and interaction effects of social and spatial distances on guest loyalty toward peer-to-peer accommodation. Design/methodology/approach This study uses a secondary source of online observational data archived on Xiaozhu, a leading peer-to-peer accommodation sharing platform in China. It consists of 2,612 observations of 1,304 unique travelers who stayed at 559 listings managed by 281 hosts in four major metropolitan areas of China over four years from August 2012 to August 2016. Non-linear binary choice panel models of probability regressions were used to estimate the effects of psychological distances (social and spatial) between hosts and guests on the likelihood of repeat purchase. The software used for the econometric analyses is STATA 14. Findings The results indicate that social distance negatively affects guest loyalty toward the listing hosts, while spatial distance has a positive influence on guest loyalty. The results also show significant interactions between the two psychological distance dimensions in influencing loyalty. The findings provide important insight into the influences of psychological distances on travelers’ repeat purchase behavior toward peer-to-peer accommodation providers. Originality/value This study contributes to the literature by providing empirical evidence that supports the importance of psychological distances in forming a loyal relationship between hosts and guests in the peer-to-peer accommodation sector of the sharing economy.

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Zhang, Liangjie, and Raouf Boutaba. "Services computing [Guest Editorial]." China Communications 10, no. 9 (September 2013): ix—x. http://dx.doi.org/10.1109/cc.2013.6623498.

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Morvay Karakas, Klára. "Importance and impact of guest satisfaction." Applied Studies in Agribusiness and Commerce 8, no. 4 (December 29, 2014): 31–37. http://dx.doi.org/10.19041/apstract/2014/4/5.

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The service quality can be measured by the consumers’ satisfaction. Researchers assume that high quality satisfies the guests and satisfaction may increase their loyalty. The main goal of this article is to measure guest satisfaction and prove its positive impacts on Hungarian hotels’ performance. A comprehensive survey was made on the Hungarian wellness hotels in October 2012; the primary aim was to provide them suggestions to improve their quality on the base of guests’ feedback. A self-administered questionnaire were compiled and sent back by 815 respondents. The investigation examined the quality awareness, quality perception, guest satisfaction and the following behavioral intentions of domestic guests of spa hotels. It can be concluded that domestic guests are generally satisfied with the quality of services offered by Hungarian spa hotels. The message of this research is for hotel managers that the increase of guest satisfaction can be reached by the improvement of service quality, and not only with price discounts. It has been demonstrated that satisfaction is closely related to their willingness to return to the hotel, so it is an essential condition of loyalty.

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Worsfold, Kate, Ron Fisher, Ruth McPhail, Mark Francis, and Andrew Thomas. "Satisfaction, value and intention to return in hotels." International Journal of Contemporary Hospitality Management 28, no. 11 (November 14, 2016): 2570–88. http://dx.doi.org/10.1108/ijchm-04-2015-0195.

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Purpose This research investigates employee and guest satisfaction, guests’ perceptions of value and their intention to return. Considered are hotel workers’ job satisfaction, how job satisfaction impacts guests’ satisfaction with the service experience and with the physical attributes of the hotel and how these variables affect perceived value and intention to return. Design/methodology/approach Structural equation modeling is used to analyze data from a large global hotel chain. Findings Guest satisfaction with service and the physical attributes of the hotel differentially impact guest outcomes of intention to return and perceptions of value. Key findings are guest satisfaction with the physical attributes of a hotel is significantly more strongly linked to guests’ intention to return than is satisfaction with service received. Staff job satisfaction is significantly linked to guests being more satisfied with the service experience and their return intentions. Of all the factors directly contributing to guests’ return intentions, guest satisfaction with the physical attributes of the hotel was largest in impact. In contrast guest satisfaction with service is linked to guests’ perceptions of value, whereas satisfaction with the physical aspects is not significant. Guests’ perceptions of value do not impact intention to return. Research limitations/implications The research was conducted within one global hotel chain, which due to its cross-sectional nature may possibly be a limitation. However, its single organizational nature does not diminish the importance of the findings. Practical implications Hotel managers need to consider the importance of the physical attributes of properties in what has been largely a services-dominated debate. What guests value may not lead to repeat business. Originality/value Providing excellent customer service may not be the main motivation for return business. Also, holistic measures of guest satisfaction may not accurately measure what guests value. Perceived value is not a significant predictor of intention to return.

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Rajaguru, Rajesh, and Najmeh Hassanli. "The role of trip purpose and hotel star rating on guests’ satisfaction and WOM." International Journal of Contemporary Hospitality Management 30, no. 5 (May 14, 2018): 2268–86. http://dx.doi.org/10.1108/ijchm-01-2017-0044.

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PurposeThis paper aims to understand how guests’ trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and word of mouth (WOM) recommendation.Design/methodology/approachUsing TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2,040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study.FindingsResults indicate significant differences between leisure and business guests’ perception of value for money and service quality at hotels with various star ratings. While perceived value for money and service quality were found as significant predictors for both leisure and business guests’ satisfaction and WOM, the effects were moderated by the hotel star rating. Despite the significant effect of hotel star rating on guest satisfaction, the study found no significant relationships between hotel star rating and WOM for leisure and business guests.Practical implicationsThe findings suggest that managers in the hotel industry should understand the purpose of guests’ trip and offer services based on their expectations. As the star rating of a hotel creates certain expectations for both leisure and business guests, providing an appropriate level of services and assuring value for money in accordance with the hotel rating contributes to guest satisfaction and WOM recommendation.Originality/valueThis study contributes to the hospitality literature by investigating how hotel star rating moderates the relationship of value for money and service quality on leisure and business guests’ satisfaction and WOM recommendation.

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Sunarti, Sri. "MANAJEMEN PSIKOLOGI PELAYANAN DAN HOSPITALITY DALAM PENINGKATAN WISATAWAN MANCANEGARA." Tulisan Ilmiah Pariwisata (TULIP) 3, no. 1 (July 1, 2020): 35. http://dx.doi.org/10.31314/tulip.3.1.35-41.2020.

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The purpose of this study is to analyze the form of psychological management in service and hospitality to increase foreign tourists in love island tourism, Boalemo district, Gorontalo province. In this study, researchers used descriptive qualitative research methods. The results show that the existence of the hospitality industry has a positive impact on the growth of the number of foreign tourists and has an impact on increasing income for the people of Boalemo Regency. And quality services and according to guest needs can have an impact on guest satisfaction levels. The level of guest satisfaction with the quality of service provided is a comprehensive assessment of the superiority of a service related to facilities, services, and good employee responses, can give a good impression or experience for guests, so that it can create a sense of trust and loyalty.

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Keča, Karla, and Ivana Ivančić. "THE INFLUENCE OF THE OFFER OF ANIMATION PROGRAMS ON CUSTOMER SATISFACTION AND LOYALTY." DIEM: Dubrovnik International Economic Meeting 7, no. 1 (February 2022): 80–90. http://dx.doi.org/10.17818/diem/2022/1.9.

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Tourist animation is a combination of services and content aimed at improving the overall experience of the tourist service. The purpose of animation activities is to provide the guest with more than anticipated, to outperform guests’ expectations. The importance and significance of the added value that is provided to guests is increasingly emphasized. This paper was designed to overcome the deficit of research conducted in the field of tourist animation, especially the part related to the influence on customer satisfaction and loyalty. The main purpose of this research was to identify the factors of guest satisfaction that are positively related to the loyalty of guests in the hotel industry in the Republic of Croatia, through a review of the literature and the theory of guest satisfaction. Therefore, an empirical study was conducted in order to examine the impact of animation program offerings on guest satisfaction and loyalty from a manager’s perspective using a qualitative study. From the collected and analyzed data, it is possible to presume that the quality of animation programs, animators, and communication with the guest has a positive effect on guest satisfaction. Also, it has been found that the offer of animation programs affects the return and loyalty of guests. Based on the results obtained at the end of the paper, guidelines for further development in this area are proposed. The contribution of this paper is reflected in the acquisition of new knowledge regarding the impact of animation programs on guest satisfaction and loyalty, with an emphasis on the comprehensiveness of animation programs.

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Chauhan, Abhishek, Ankit Shukla, and Pradeep Negi. "SAFETY AND SECURITY MEASURES ADOPTED BY THE HOTELS AND THEIR IMPACT ON CUSTOMER RELATIONSHIP MANAGEMENT." International Journal of Research -GRANTHAALAYAH 6, no. 1 (January 31, 2018): 118–25. http://dx.doi.org/10.29121/granthaalayah.v6.i1.2018.1600.

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Hotel can be defined as “Home away from home” for the guests who come to the hotel as they receive homely environment and services in the hotel. The guests who come to the hotels come with an understanding that they and their belongings would be safe and secured in the hotel during their occupancy in the hotel. The safety and security aspects play a very vital role in hospitality industry as this industry is dependent largely on the customer relationship with the hotel. If the guest encounters any security issue during their stay in the hotel, it leads to dissatisfaction of the guests resulting in Cognitive dissonance due to which the guests seeks other hotels and their buying consumer behavior becomes variety seeking consumer behavior. On the other hand, if the guests face no security and safety issue during their stay in the hotel, it leads to guest satisfaction resulting in improvement of rapport and good will of the hotel in the society thereby achieving its main objectives of PROFIT MAXIMIZATION AND GUEST SATISFACTION.

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Cerović, Zdenko, and Tea Baldigara. "ATTITUDES AND OPINIONS OF HOUSEKEEPING MANAGERS IN THE CROATIAN HOTEL INDUSTRY." Tourism and hospitality management 10, no. 3-4 (December 2004): 53–64. http://dx.doi.org/10.20867/thm.10.3-4.4.

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Hotel services, comprising an array of various services provided by the hotel, can be classified as basic and secondary services. Guests choose to stay at a hotel based on its rooms. The hotel room is a second home to the guest, and it provides the hotel management with 40% of total revenue. A well-furnished and appealing room is the primary task of the hotel management. In establishing the quality of the hotel room, a key role is assigned to the hotel housekeeper, whose functions and task place her/him in the middle level of hotel management. Fundamental to hotel performance, the housekeeper is a key factor in providing an appealing room to the guest who is willing to pay exactly how much the room is actually worth on the market.

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Galičić, Vlado. "GUEST SATISFACTION MANAGEMENT IN THE CATERING INDUSTRY." Tourism and hospitality management 8, no. 1-2 (May 23, 2017): 93–103. http://dx.doi.org/10.20867/thm.8.1-2.9.

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The demands of guests in tourism and the catering industry, and the satisfaction of guests with services received have become the dominant competitive weapon throughout the entire developed world of tourism. The individual guest of today is in a position to harm the reputation of the caterer and innkeeper by spreading word of the faults in the services rendered and consumed. Complaints addressed to the caterer can often bring attention to the need of improving not only the integral process of service preparation and rendering, or any one of its components, but also the organisation of operation within the catering establishment. An indolent and negligent attitude of the caterer regarding such complaints is very irritating to guests of catering establishments, and as a rule, is the reason such guests turn to the competition. In principle, guests that are lodging a complaint do not necessarily have a negative attitude towards a given catering establishment. Most guests will not lodge a formal complaint, but will simply leave the restaurant when something is not to their liking, never to return again. Instead, they will frequent the establishment of the competition. The purpose of this paper is to explain how the objections and formal complaints made by guests can be used to enhance their loyalty towards a certain catering establishment or service. Namely, having witnessed a satisfactory solution to a complaint, the guest will pass this favourable experience on to others. The major part of this paper is based on the results of studies into the Complaint Books of one hundred catering establishments on the Opatija Riviera during the year 2001, and in the first nine months of 2002.

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Biersack, E. "Guest editorial internet proxy services." IEEE Journal on Selected Areas in Communications 20, no. 7 (September 2002): 1273–75. http://dx.doi.org/10.1109/jsac.2002.802747.

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Thuraisingham, Bhavani, Lang-Jie Zhang, and Louise Moser. "Emerging Web Services [Guest editorial]." IEEE Transactions on Services Computing 8, no. 3 (May 1, 2015): 341–42. http://dx.doi.org/10.1109/tsc.2015.2424612.

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Venkatappaiah, V. "Guest Editorial: Community Information Services." DESIDOC Bulletin of Information Technology 19, no. 1 (January 1, 1999): 3–4. http://dx.doi.org/10.14429/dbit.19.1.3453.

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Aini Ma’asor @ Mansor, Myzatul, Ahmad Puad Mat Som, Aziz Amin, Yahaya Ibrahim, Norsuhaily Abu Bakar, and Yendo Afgani @ Eusoff. "Guest Satisfaction and Revisit Intention of Muslim Friendly Hotels in Malaysia." International Journal of Engineering & Technology 7, no. 4.34 (December 13, 2018): 173. http://dx.doi.org/10.14419/ijet.v7i4.34.23881.

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The hotel industry has remained one of the most competitive industries in the 21st century, and there is a great deal of study being done on guest satisfaction and the consequent effects it has on guest loyalty and financial performance. Many studies have demonstrated that hoteliers that have more satisfied guests experience higher guest loyalty and perform better financially compared to their competitors, ensuring continuity of their business in the long term. The overwhelming demand for quality products and services among Muslim travelers in recent years has led to the establishment of Muslim Friendly Hotels (MFH) in Malaysia and other Muslim countries. It is widely believed that Muslims perceive Islam as something more than just a religion - it is a way of life. Hence, the religion shapes their consumption behavior even during travel. Currently, very little research has examined the influence of satisfaction on revisit intention among guests staying at MFH, specifically in Malaysia. Preliminary findings from a survey of hotel guests indicate that there is a significant relationship between guest satisfaction and revisit intention, which further explains the importance of desirable hotel attributes in influencing hotel selection and a guest’s experience.

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Bilgihan, Anil, Scott Smith, Peter Ricci, and Milos Bujisic. "Hotel guest preferences of in-room technology amenities." Journal of Hospitality and Tourism Technology 7, no. 2 (May 3, 2016): 118–34. http://dx.doi.org/10.1108/jhtt-02-2016-0008.

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Purpose Advances in technology and in subsequent guest-related amenities have the potential to improve the guest experience and also increase both guestroom revenues and ancillary room revenues. Innovative technologies will be one of the prime differentiators of hotel companies in the twenty-first century. However, it is important for hoteliers to answer questions such as which technology amenities do their guests desire when choosing overnight accommodations? Further, what are the importance levels assigned by guests of these various technology amenities? This study aims to answer the question of how leisure travelers may differ or be similar to business travelers with regard to in-room technology amenities. Design/methodology/approach The target population of this study consisted of 2,500 US residents whose email addresses were randomly drawn from a national database company. A series of t-tests and ANOVA were conducted to answer the research questions. Findings High-speed internet access and guest device connectivity were perceived more important by business travelers than by leisure travelers. Research limitations/implications Recognizing guests’ technology needs and answering those needs are important for hotel operators to remain competitive. While some segments perceive more value in certain technologies, for others it might be an indifferent amenity. Practical implications The amount of time guests spend in their rooms directly correlates to increased revenues from in-room dining, in-room amenities offered and, in general, all pay-for-use products and services such as the internet and movies. Therefore, with the right assortment and offering of technology amenities, hotels will increase their revenues from these ancillary revenues. Moreover, a hotel property with the right mixture of desired in-room amenities and services can charge higher rates for their guestroom sales. Originality/value The results of this study provide insights into the changing attitudes toward in-room entertainment technology that many hotel developers should take note of.

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Lee, Minwoo, Yanjun (Maggie) Cai, Agnes DeFranco, and Jongseo Lee. "Exploring influential factors affecting guest satisfaction." Journal of Hospitality and Tourism Technology 11, no. 1 (March 19, 2020): 137–53. http://dx.doi.org/10.1108/jhtt-07-2018-0054.

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Purpose Electronic word of mouth in the form of user-generated content (UGC) in social media plays an important role in influencing customer decision-making and enhancing service providers’ brand images, sales and service innovations. While few research studies have explored real content generated by hotel guests in social media, business analytics techniques are still not widely seen in the literature and how such techniques can be deployed to benefit hoteliers has not been fully explored. Thus, this study aims to explore the significant factors that affect hotel guest satisfaction via UGC and business analytics and also to showcase the use of business analytics tools for both the hospitality industry and the academic world. Design/methodology/approach This study uses big data and business analytics techniques. Big data and business analytics enable hoteliers to develop effective and efficient strategies improving products and services for guest satisfaction. Therefore, this study analyzes 200,431 hotel reviews on Tripadvisor.com through business analytics to explore and assess the significant factors affecting guest satisfaction. Findings The findings show that service, room and value evaluations are the top-three factors affecting overall guests’ satisfaction. While brand type and negative emotions are negatively associated with guests’ satisfaction, all other factors considered were positively associated with guests’ satisfaction. Originality/value The current study serves as a great starting point to further explore the relationship between specific evaluation factors and guests’ overall satisfaction by analyzing user-generated online reviews through business analytics so as to assist hoteliers to resolve performance-related problems by analyzing service gaps that exist in these influential factors.

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Thal, Karen, and Simon Hudson. "Using self-determination theory to assess the service product at a wellness facility: a case study." Journal of Hospitality and Tourism Insights 2, no. 3 (September 23, 2019): 260–77. http://dx.doi.org/10.1108/jhti-03-2018-0020.

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Purpose The purpose of this paper is to propose and test a theoretical framework to identify the specific aspects of the guest experience at a wellness facility that contribute to well-being. Self-determination theory (SDT) is used as the theoretical framework. According to SDT, basic needs must be met in order for psychological well-being to be achieved. Thus, in addition to the services and amenities offered, the quality of interactions with staff and service providers are integral to wellness vacation outcomes or basic need fulfillment. Design/methodology/approach Psychological precursors, or basic needs, were estimated using structural equation modeling, and these precursors were significant with the model explaining considerable variation in the outcome variable, well-being. Findings The results suggest that guest experiences can be enhanced if management facilitates guest autonomy, helps guests develop a sense of mastery with respect to activities and encourages positive interactions between guests. Research limitations/implications Study limitations include the single venue used for data collection, sample size and a focus on exercise activities as a proxy for staff–guest interactions. Practical implications This study sheds light on an under-researched area, providing managerial guidelines for wellness tourism destinations with respect to service delivery. Originality/value This study extends the wellness tourism literature by suggesting a framework to assess the service product and optimize guest experiences within the niche wellness sector of the tourism and hospitality industry.

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Zagade, Dr Seema, and Honey Tyagi. "Impact of Outsourced Housekeeping Services on Guest Satisfaction with Respect to Star Hotels." International Journal of Trend in Scientific Research and Development Volume-2, Issue-1 (December 31, 2017): 1076–80. http://dx.doi.org/10.31142/ijtsrd7187.

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Sadia, I. Ketut, I. Nyoman Winia, and I. Ketut Redjasa. "MEASURING GUEST SATISFACTION AT BENDEGA RESTAURANT, AT RENON VILLAGE IN DENPASAR IN ASEAN ECONOMY COMMUNITY (AEC) ERA." Journal of Business on Hospitality and Tourism 2, no. 1 (December 30, 2016): 274. http://dx.doi.org/10.22334/jbhost.v2i1.63.

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In Asean Economy Community (AEC) era, the competition in restaurant business is tighter and tighter, in domestic market or in international market (global market) . How to winning the competition?. The Bendega Restaurant must be able to offer an extremely good service to his guests, for example to offer outstanding service to all guests of Bendega restaurant, the price of food are so reasonable, quick service at all the times, much better service than the other competitors.Bad service, expensive food price, slow service, will make guest disappointed / dissatisfaction, although in a different degree.This research is aimed to know the activities of Bendega restaurant while measuring guest satisfaction at Bendega Restaurant at Renon Village in Denpasar in Asean Economy Community (AEC) era.Data of this research was collected by using direct observation, depth interview and documentation.The data are obtained from informants who know the object of research such as Restaurant Manager, Assistant Restaurant Manager, F&B Supervisor, Restaurant Captains and many waiters and waitress as the front liner of giving services in Bendega Restaurant.After that, the data was analyzed descriptively. One hundred questionairs were spreading out along one month on feb 2016. The result of the research showed that two third of guests were satisfied, a quarter of them were fair and the rest of them no respons with the services which were offered to the guests.According to the questionairs showed that the key of success by Bendega Restaurant was by offering fantastic services to their guests.

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SUKSUTDHI, Thanasit, and Watsida BOONYANMETHAPORN. "AN EXPLORATORY FACTOR ANALYSIS OF THAINESS EXPERIENCE-CENTRIC SERVICE CONSTRUCTION FOR BOUTIQUE HOTEL GUESTS." GeoJournal of Tourism and Geosites 40, no. 1 (March 31, 2022): 96–103. http://dx.doi.org/10.30892/gtg.40111-807.

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The COVID-19 outbreak has inevitably impacted the global hotel industry, which will result in a shift from traditional services to personalized and specialized services to reduce the confrontation. This study was to examine the characteristics of Thainess experience-centric service (TECS), based on the perspective of boutique hotel guests during the COVID-19 pandemic, to develop and test scales for measuring TECS, a new component of boutique hotel services in Thailand. The quantitative method was administered. Multi-stage sampling was approached, and questionnaires were used to collect data from 112 self-identified boutique hotel guests via an online survey by Google form to examine the TECS attributes. Exploratory Factor Analysis (EFA) was used to refine the final instrument. The development process results in a reliable and valid TECS feature scale under the perspective of boutique hotel guests. It consists of 28 measurement scales that combine the services of a Thainess experience service, Thai atmosphere value, and Thai hospitality. To investigate attributes of Thainess experience-centric service (TECS) referring to the perspectives of boutique hotel guests to develop and test a scale for measuring the TECS, a new component of boutique hotel services. The quantitative approach was employed by using exploratory factor analysis (EFA). A study of 112 self-identified boutique hotel guests with a multi-stage sampling approach via an online survey by Google form during the COVID-19 pandemic. The TECS attributes under the perspectives of boutique hotel guests consisting of a 28-item measurement scale incorporating Thainess experience service, Thainess atmosphere value, and Thai hospitality. Boutique hotel guests also demonstrated their preferences towards hotel services as well as the basic demographic profiles and characteristics, which are useful for implementing hotel strategy enhancing guests’ satisfaction and exceed their expectations prior to the COVID-19 pandemic. The authors would recommend applying the TECS to refocus its practices to creates the guest experience in the hotel business. This research contributes towards value creation by using the strategy of cultural value in creating high-quality standards and it can create a positive experience and guest’s satisfaction. Hence, the cultural value of each society can be considered for creating the guest experience.

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Parekh, Abhay K. "Guest Editor's Introduction: Quality of Service in Integrated Services Networks." Journal of High Speed Networks 3, no. 4 (1994): 331–33. http://dx.doi.org/10.3233/jhs-1994-3401.

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Jatmiko, Hadi, and Syah Riza Octavy Sandy. "ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KEPUTUSAN BERKUNJUNG KE HOTEL DI KOTA JEMBER PADA SAAT PANDEMI COVID-19." Sadar Wisata: Jurnal Pariwisata 3, no. 2 (December 24, 2020): 93–100. http://dx.doi.org/10.32528/sw.v3i2.3882.

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This study will discuss an analysis of the analysis of factors affecting the decision to visit hotels in Jember City during the Covid-19 pandemic. So that through this research it can contribute ideas to hotel service business actors in making policies to increase the level of guest visits in the current Covid-19 pandemic situation. This study aims to (1) analyze the factors that influence guests 'decisions to stay at hotels during the Covid-19 pandemic, (2) analyze the dominant factors that influence guests' decisions to stay at hotels during the Covid-19 pandemic. The population of this study were guests who decided to visit the hotel with proportional random sampling of 100 respondents, structured interviews with hotel management associations. The results showed that (1) Simultaneously: Health protocol factors, staff capability, accessibility, and room facilities were proven to influence jointly on guest visiting decisions during the Covid19 pandemic in Jember, (2) Staff ability has a dominant influence on Guest Visit Decisions during the Covid19 Pandemic in the city of Jember. This shows that hotel staff must understand services during the Covid-19 pandemic, especially regarding health protocols

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Keymolen, Esther. "Trust in the Networked Era." Techné: Research in Philosophy and Technology 22, no. 1 (2018): 51–75. http://dx.doi.org/10.5840/techne201792271.

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This article is an update of Latour’s well-known case of the unreturned hotel key. In recent years, the hotel key has been replaced by a keycard and more recently by a digital key that can be downloaded on a smartphone. This article analyses how—with every step in the innovation process—the trust relation of hotel owner and hotel guest is mediated in a distinct way. The networked ontology of the digital key enables the collection of personal information from which the hotel can tailor its services to the wishes of the hotel guests. While this may be in the interest of the guest, it, however, also makes the guest vulnerable as she has only limited control over the data and comes to depend on the conduct of the hotel. The digital key is not merely a key to open a hotel door; it also unlocks the personal information of the guest.

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Sheng, Quan Z., Xiaofei Xu, Rong N. Chang, and Liang-Jie Zhang. "Guest Editorial: Data-Centric Big Services." IEEE Transactions on Services Computing 12, no. 3 (May 1, 2019): 341–42. http://dx.doi.org/10.1109/tsc.2019.2915691.

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Lahiri, Abhijit. "Guest Editorial: Privatisation of Information Services." DESIDOC Bulletin of Information Technology 15, no. 5 (September 1, 1995): 3–6. http://dx.doi.org/10.14429/dbit.15.5.3199.

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Yavatkar, Raj, Andrew Campbell, Lakshman Krishnamurthy, and Tarek Abdelzaher. "Composable context aware services [guest editorial]." IEEE Network 22, no. 4 (July 2008): 4–5. http://dx.doi.org/10.1109/mnet.2008.4579764.

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Tuzovic, Sven, and Jörg Finsterwalder. "Guest editorial: services marketing for impact." Journal of Service Theory and Practice 30, no. 3 (May 11, 2020): 395–99. http://dx.doi.org/10.1108/jstp-05-2020-312.

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Payne, T., and O. Lassila. "Guest Editors' Introduction: Semantic Web Services." IEEE Intelligent Systems 19, no. 4 (July 2004): 14–15. http://dx.doi.org/10.1109/mis.2004.29.

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Campos, Domingos Fernandes, and Tatiana Gehlen Marodin. "PERCEPTIONS OF QUALITY AND EXPECTATIONS OF HOTEL SERVICES." Journal of Operations and Supply Chain Management 5, no. 1 (June 18, 2012): 82. http://dx.doi.org/10.12660/joscmv5n1p82-99.

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This work presents the results of a study completed in the Hotel Industry, in the city of Natal, Brazil. Natal receives more than 2 million visitors per year and is also one of the cities with the largest numbers of tourist vacancies in the country, approximately 23,000. The objective of this work is to analyze the level of guest satisfaction from the gaps existing between the expectations and the perception of service received at hotels. Through questionnaires, 1440 guests from 6 hotels of the hotel network, falling into tourist categories, superior and luxury. The sample plan established two collection phases; the first in which guests were interviewed before checking into the hotel and secondly at check out. The study revealed that the majority of respondents traveled by airplane and came with tourism as their objective. The results suggest that there was a slight difference in the ranking of attributes, whether by category, or by hotel. The Spearman test confirmed that the expectations of the guests did not change significantly when the category of the hotel was changed. In the general evaluation by guests, from the gaps calculated, in thirteen of the attributes the performance of the hotels surpassed customer expectations.

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Magyar, Márton. "A survey on tourism experiences by Hungarian travellers: towards guest satisfaction." Applied Studies in Agribusiness and Commerce 7, no. 1 (March 31, 2013): 73–76. http://dx.doi.org/10.19041/apstract/2013/1/13.

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In the 21st century experiences got great significance in the every-day life and in tourism as well. Human popularity can achieve very good and happy moments e.g. by shopping (complex experience in shopping centres) by common spare time activities in the nature and in towns, also by having vacation at a special destination. Animation/entertainment is a sphere of hotel services that is to help the guests sparing their free time on holidays in a good atmosphere, by providing experienceful programs. Good memories of a tourism service can make guests satisfied and build a returning clientele sphere. That is why it is awaited to map the (potential) guests’ expectations and observations of services. This paper discusses Hungarian tourists’ experiences conducted in Hungary aiming to reveal the need for professional services focusing on the not-so-spread area, Animation. The experiential dimensions of every-day life and tourism was studied by an own-edited questionnaire (N = 1000) in the half-year period of 1st August 2010 – 31st January 2011. This study was extended by quality of life since summer 2011 and I am going to compare the results of these two surveys with the aim of development suggestions in order to achieve a main level of guest satisfaction and a loyal sphere of clientele.

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Ulumuddin, Ihya, Lili Adi Wibowo, and Anthony Barbo. "PENGARUH BRAND FEELINGS TERHADAP LOYALITAS TAMU DI SHERATON SENGGIGI BEACH RESORT LOMBOK." Journal : Tourism and Hospitality Essentials Journal 3, no. 2 (April 6, 2016): 607. http://dx.doi.org/10.17509/thej.v3i2.1973.

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Tourism is a service industry becomes global economic catalyst and a tool for socio-economic development. Tourism activities undertaken by tourists can not run if the lack of tourism products available to area attractions. The hotel is an integral part of the tourism business which is also a type of accommodation that uses some or all of the building to provide accommodation, food and beverage and other support services for the commercial general term. The level of competition-star hotel development in Sindh particularly in the area of Senggigi Beach and grow up. Sheraton Senggigi Beach Resort Lombok. Occupancy rates are important to describe the extent to which the number of rooms at the hotel was sold. Sheraton Senggigi Beach Resort Lombok strive to maintain and enhance the guests to come and stay back there, and the guests who had been a guest can be spiritual so that advocates can recommend it to others. The higher the level of competition in the hospitality industry to make the management aware that the need to make a strategy to achieve the target of loyalty costumer. Which an effort to maintain and enhance guest loyalty is to approach a good and harmonious relationship with the guests through emotional approach and the feelings of the guests to the brand (Brand Feelings). The purpose of this research is to discover the feeling of a brand that made Sheraton Senggigi Beach Resort Lombok, guest loyalty at Sheraton Senggigi Beach Resort and determine the effect of brand loyalty feelings towards guests at the Sheraton Senggigi Beach Resort Lombok. Theory brand feeling using Kevin L. Keller, guest loyalty while using Griffin. Object of this study is the guests who stay at the Sheraton Senggigi Beach Resort.Type descriptive research and verification, and the method used is an explanatory survey sampling with stratified random sampling technique, we obtained a population of 100 respondents. Techniques of data analysis and hypothesis testing used is Analyisis path (path analysis is). The results showed that feelings brand consisting of warmth, fun, excitement, security, social approval, and self-respect gives a significant impact on guest loyalty. As for suggestions for companies to maintain and enhance guest loyalty at the Sheraton Senggigi Beach Resort is through the development of brand feelings are more interesting, creative, innovative, effective and efficient.

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Annisa, Riski, Sri Murni, Panny Agustia Rahayuningsih, and Raja Sabarudin. "Pemanfaatan Aplikasi Buku Tamu Berbasis Digital Pada Desa Arang Limbung Kabupaten Kuburaya." ABDIKAN: Jurnal Pengabdian Masyarakat Bidang Sains dan Teknologi 1, no. 1 (February 22, 2022): 52–56. http://dx.doi.org/10.55123/abdikan.v1i1.101.

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The progress of the development of computing and telecommunications has changed the way of life in the world in carrying out everyday activities. Desa Arang Limbung is the center of Government of Kubu Raya. In carrying out the duties of the government of development and society, the village head always coordinated with the community and other village institutions. To set the Village Head Meeting Schedule, a Guest Book Application The Role of the Guest Book is always limited to the administration, so it cannot be used as a benchmark to measure the level of village office services, because to use it further, the existing data must be summarized to produce information needed. The community service team conducts training using a digital guest book application that can be used to measure the number of visits at the village office while providing information about anyone in the village office which will be encountered by guests who come to the village office.

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Abukhalifeh, Ala`a Nimer. "Customer Perceptions of Service Quality in Luxury Hotels in Petra and Aqaba, Jordan: An Exploratory Study." International Journal of Tourism & Hospitality Reviews 1, no. 1 (October 24, 2015): 37. http://dx.doi.org/10.18510/ijthr.2014.116.

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The aim of the study is to assess customers perception of service quality in luxury hotels, in both, Petra (The iconic tourist attraction), and Aqaba (The commercial capital) on the Red Sea in Jordan and to help the hotel management identify how guest perceive the services and compare their performance against clients expectation. The study used a survey and interviews to accumulate information using SPSS version 20.0 for data analysis. The study sample consists of 271 participants of hotel guests at four- and five-star hotels in Petra and Aqaba. Findings results show that for responses relating to front office, room service, and in-house cafe/restaurant, the importance score is statistically significant to and higher than the performance rating. Overall, the results indicate significant difference guest expectations and actual experiences, thus highlighting managerial implications. The current study cannot claim to be wholly conclusive as it is limited to a small sample size from only two cities of Jordan. From a practitioner’s perspective the study provides an opportunity to recognize, in ranking order, features that are considered important by the guests staying in luxury hotels of Petra and Aqaba, as well as to identify the areas of disparity in service quality. It is observed that this is a significant study regards to its contribution to the literature and hotel managers who plan to improve their performance and competitiveness through guest satisfaction.

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Man Li and C. A. Siller. "Residential Broadband Services And Networks [Guest Editorial]." IEEE Communications Magazine 35, no. 6 (June 1997): 56–58. http://dx.doi.org/10.1109/mcom.1997.587706.

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de Sousa, P. "GUEST Interoperability of Networks for Interoperable Services." IEEE Communications Magazine 37, no. 5 (May 1999): 102. http://dx.doi.org/10.1109/mcom.1999.762864.

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Hsu, Ching-Hsien, and Hai Jin. "Guest Editorial: Services Composition and Virtualization Technologies." IEEE Transactions on Services Computing 4, no. 3 (July 2011): 181–82. http://dx.doi.org/10.1109/tsc.2011.50.

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Miller, John A., Hong Zhu, and Jia Zhang. "Guest Editorial: Advances in Web Services Research." IEEE Transactions on Services Computing 10, no. 1 (January 1, 2017): 5–8. http://dx.doi.org/10.1109/tsc.2016.2619518.

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He, Keqing, Liang-Jie Zhang, Schahram Dustdar, and Yutao Ma. "Guest Editorial: Cloud Services Meet Big Data." IEEE Transactions on Services Computing 11, no. 4 (July 1, 2018): 599–601. http://dx.doi.org/10.1109/tsc.2018.2837699.

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Lea, D., S. Vinoski, and W. Vogels. "Guest Editors' Introduction: Asynchronous Middleware and Services." IEEE Internet Computing 10, no. 1 (January 2006): 14–17. http://dx.doi.org/10.1109/mic.2006.9.

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Siddamallaiah, H. S. "Guest Editorial: Health Information Systems and Services." DESIDOC Journal of Library & Information Technology 33, no. 2 (March 1, 2013): 81–82. http://dx.doi.org/10.14429/djlit.33.2.4190.

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Menon, N. R. Madhava. "Guest Editorial: Copyright Problems in Library Services." DESIDOC Bulletin of Information Technology 16, no. 6 (November 1, 1996): 3–4. http://dx.doi.org/10.14429/dbit.16.6.3285.

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Chaudhury, Santanu. "Guest Editorial: Introduction to IT Enabled Services." IETE Technical Review 18, no. 4 (July 2001): 239–42. http://dx.doi.org/10.1080/02564602.2001.11416969.

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Durocher, Joseph F., and Neil B. Niman. "Information Technology: Management Effectiveness and Guest Services." Hospitality Research Journal 17, no. 1 (November 1993): 121–31. http://dx.doi.org/10.1177/109634809301700111.

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Sheng, Quan Z., Muhammad Younas, and Dimitrios Georgakopoulos. "Guest editorial: mobile services on the Web." World Wide Web 14, no. 4 (March 1, 2011): 293–94. http://dx.doi.org/10.1007/s11280-011-0118-4.

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Dziech, Andrzej, Andrzej Glowacz, and Mikołaj Leszczuk. "Guest Editorial: Multimedia, Communications, Services and Security." Multimedia Tools and Applications 68, no. 1 (June 26, 2013): 1–4. http://dx.doi.org/10.1007/s11042-013-1498-5.

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Chen, Min, Haiyang Wang, Kai Hwang, Giancarlo Fortino, Jeungeun Song, Limei Peng, and Joze Guna. "Guest Editorial: Learning-Based Edge Computing Services." IEEE Network 35, no. 1 (January 2021): 138–40. http://dx.doi.org/10.1109/mnet.2021.9355037.

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Putri, Luccy Avrindy Ragilia, Bambang Irawan, and Elok Sri Utami. "Pengaruh Service Recovery terhadap Customer Satisfaction pada Hotel Royal Jember." Jurnal Ekonomi Akuntansi dan Manajemen 18, no. 2 (September 27, 2019): 75. http://dx.doi.org/10.19184/jeam.v18i2.13999.

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This article aims to determine the effect of service recovery consisting of procedural justice, interactional justice and distributive justice on customer satisfaction in guests Hotel Royal Jember. Methods of data collection is done by distributing questionnaires to 104 respondents who are guests Hotel Royal Jember with the following criteria must be at least 17 years because they have had the income and memampu use the services of the hotel and was the guest of Hotel Royal Jember ever experienced keluihan when using the services of Hotel Royal Jember , The data used in this study are primary data and secondary data. The data analysis method used is logistic regression analysis. The results showed that the variables used are service recovery consisting of procedural justice, interactional justice and distributive justice effect on customer satisfaction in guests Hotel Royal Jember Keywords: Distributive Justice, Interactional Justice, Procedural Justice, Customer Satisfaction.

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