Dissertations / Theses on the topic 'Hospitality industry practices'

This thesis examines hotel food supply chain management practices and hotel food supply chains. The study is informed by qualitative data from 20 hotels of different characteristics. The results show three models of strategic sourcing strategy for affiliated hotels (chef-centred sourcing, centralised sourcing and flexible-centralised sourcing) and two models for independent hotel (chef-centred sourcing, and chef and owner sourcing strategy). Chef-centred sourcing can be a sourcing strategy for any type of hotel regardless of their affiliation; this sourcing strategy, however, is common among small group hotels, independent hotels and high-end hotel restaurants. Group hotels, however, are likely to employ a centralised-sourcing strategy with a degree of flexibility regarding supplier selection at property level. It was found that the higher the level of service, the more flexible the centralised sourcing strategy. These sourcing strategies have a strong, direct effect on how individual hotels source their food and therefore their food supply chain network structures. It is apparent that hotel food sourcing practice is complex and dynamic, and hotel business format is the main factor influencing individual hotel sourcing strategies. Hotel foodservice is characterised by low exploitation of information technology and manual-based supply chain activities with a high level of dependency on head chefs regarding supply chain performance. There is low level of implementation of supply chain initiatives among hotels in this study and the reason for this may be the products and production characteristics which differ from those in the retail sector. Although supplier cooperation and relationships between head chef and suppliers were found, there was an overall low level of collaboration between buyer and supplier. Consumer - ii - usage information was underutilised and under cultivated. Traditional arms-length buyer-seller relationships were commonly found in group hotels at both company level and property level. Overall hotel food SCM practice still displays traditional management characteristics and price-led decisions being apparent. An exception was found in high-end foodservice outlets and some outlets with chef sourcing strategies, where close long-term relationships between chefs and suppliers were found. The originality of this research lies in its attempt to fill a significant gap in hospitality management literature as well as to synthesise literature in the realms of supply chain management and hospitality management.

Recently the interest in green environmentally friendly products and services increased dramatically. This trend does not stop at tourism related products. Therefore, this thesis aims to have a closer look at the sustainability issues in the hospitality industry. The theoretical background of this study defines associated terms like sustainability, sustainable tourism and development as well as eco tourism, because they are often used interchangeably. Moreover, sustainable practices including their benefits within the hotel industry are examined. Lastly, the role and importance of eco labels is analyzed. The second part of this thesis is dominated by a case study of the Swedish-based hotel chain Scandic. A qualitative research approach was chosen in order to explain and describe the case in detail. The findings show that Scandic implemented various sustainable practices in their daily operations. The business believes in the concept of sustainability, incorporates it in every possible area of action and profits from the benefits. Scandic is clearly a leader when it comes to sustainability efforts in the hotel industry. In this regard, the business acts as a role model and may motivate other businesses to follow. The thesis concludes by giving recommendations for further research.

Thesis (M.S.)--University of Missouri-Columbia, 2007.
The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Title from title screen of research.pdf file (viewed on January 3, 2008 ) Includes bibliographical references.

The global hospitality industry is currently facing many challenges from the external business environment. These include the effects of global recession, a downturn in overall trade and an increased demand for service excellence from a much more quality conscious clientele. A more recent challenge, however, relates to an increase in global awareness of environmental issues. Contemporary consumers require goods and services to be produced, or delivered, in environmentally friendly ways. As a result, managers are being forced to reconsider their business strategies and activities. Indeed a wide range of industries has already responded to consumers' dictates on conservation issues. It is now universally accepted that organisations can only achieve their strategic objectives by adopting an environmentally friendly philosophy. The global hotel industry, like any other industry sector, can no longer resist this trend. This study, therefore, shall examine the extent of environmental management practice in the hotel industry, which is one of the major sectors responsible for the development of sustainable tourism. In particular, this study investigated the extent of Green Practice within the Phuket hotel industry, in Thailand. It reports the findings from a two-stage methodology that was designed to shed light on both the current extent of environmental practice within the Phuket hotel industry, as well as the motivation(s) for such practice. Empirical research is reported on a survey of Phuket hotels, with results suggesting that whilst there is evidence of environmentally sensitive practice within the Phuket hotel industry, this is not widespread and rather uncoordinated. The results further suggest low levels of environmental awareness amongst Phuket hoteliers and that where environmentally sensitive practices have been operationalised, this has been due more to the search for bottom line savings than any internalised believe in the value of any such practice.

This study investigated the practice of professional development (PD) within the Vocational Education and Training (VET) arena. The major focus of this study was to investigate how PD provision for a selected group of VET educators in the tourism and hospitality sector has equipped them with both the technical competence of their discipline and teacher/training competence. This research has direct practical relevance to the educators working in the VET tourism and hospitality sector. Identifying PD strategies that are consistent and effective could facilitate the development of PD at a national level thus providing benefit to the VET sector as a whole. The study was conducted utilising the qualitative research technique narrative inquiry. The investigation focused on a case study context of educators currently working within a department of tourism and hospitality at a VET registered training organisation. Interviews were conducted with 10 front-line teaching educators and 4 management Heads of Department. Interviews were transcribed and portrait narratives were developed from the interview data. The portraits were analysed to answer the study’s five objectives: • To gain the perceptions held by a selected group of VET educators in the tourism and hospitality sector of the technical competence needed to conduct effective teaching/training programs • To gain the perceptions held by a selected group of VET educators in the tourism and hospitality sector of the professional teaching/training competencies required for effective practice • To construct a detailed taxonomy of teaching/training competencies in VET tourism and hospitality sector • To determine the appropriate qualification for VET educators in the tourism and hospitality sector • To propose specific recommendations for the improvement of PD practices for VET educators in the tourism and hospitality sector. Results of the study indicated that educators and management are required to consider specific issues when designing PD. A set of recommendations arising from the research findings have been developed that focus on enhancing the PD for tourism and hospitality educators particularly in the following areas: • Increased relevance of the PD to the educators’ work • Development of a culture that supports lifelong learning • More transparent PD funding and budgetary arrangements • Access to PD for ongoing and sessional staff • Increased emphasis on professional learning arising from PD.

The current study demonstrates human resource strategies in hospitality industry (Hotel segment) and its impact on employee competencies and skills. The human resource management enhances employee performance and their credibility to maximize overall firm goals in hotel segment. Employees with level of attitude and behavior provide best services and performances. In this regard, service managers need to support and improve their employees’ skills and competencies related to the organization structure and strategy. Therefore, it is necessary for organization to have strong human resource management strategies to optimize the employees’ competencies and performance which drives higher organizational productivity. The research question of this thesis is how managers perceive that human resource management strategies influence on employees’ skill and competence in the hotel segment of Gothenburg? The data collection indicates that different human resource strategies executed to sustain employee roles and responsibilities. Various human resource strategies should implement to achieve valuable outcomes contributing to employees’ satisfaction and organization performance. Training practices, recruitment and selection, compensation and incentive practices, performance management and job design are essential human resource strategies which are identified in this research study. The thesis applies qualitative approach. Empirical data are collected through structured interviews. Moreover, the interactive model is used to analyze the collected empirical data.

Em tempos de uma cultura consumista e de corrida frenética por desenvolvimento a “qualquer custo”, o ser humano vem provocando inúmeros problemas ambientais. Nesse cenário, o turismo e a hotelaria ecologicamente responsáveis são altamente desejáveis, se estabelecendo como um segmento de mercado que pode ajudar na redução da impactação ambiental. No entanto, também pode ajudar a aumentar a sobrecarga que o ambiente natural já recebe, ao enviar turistas pouco responsáveis em destinos e hotéis ainda não planejados para trabalhar de forma mais ambientalmente sustentável. Percebe-se um interesse em sustentabilidade econômica, mas ainda pouco ambiental no segmento hoteleiro. Desta forma, o presente estudo se propõe a analisar meios de hospedagem em relação aos seus desempenhos organizacionais e suas práticas ambientais, considerando a seguinte pergunta de pesquisa: de que forma se estabelece a relação de práticas ambientais e desempenho organizacional na hotelaria da cidade de Porto Alegre? Para tal, foi realizada uma survey com os meios de hospedagem de Porto Alegre, analisando se existe e que tipo de relação há entre práticas ambientais e desempenho organizacional na hotelaria da cidade. As análises foram realizadas através de métodos estatísticos não-paramétricos. As práticas ambientais foram mensuradas em vinte indicadores e o desempenho organizacional foi analisado conforme embasamento nos sete critérios de excelência na performance do Baldrige National Quality Program (2009/2010). Os principais resultados apontam que existe uma relação de tendência positiva entre o uso de práticas ambientais e desempenho organizacional na hotelaria de Porto Alegre, ou seja, os meios de hospedagem que possuem mais práticas ambientais tendem a possuir melhores desempenhos organizacionais.
In times of a consumer culture and the frantic rush for development at any cost, the human being is causing several environmental problems. In this context, tourism and hospitality industry that are ecologically responsible are highly desirable, establishing itself as a market that can help in reducing environmental impact. However, it also can help increasing the burden that the natural environment already receives when sheltering many tourists that are not responsible in destinations and hotels that are not already planned to work in an environmentally sustainable way. There is an interest in economic sustainability, but still little interest in environmental sustainability in the hospitality industry. Being that so, the present study makes an analysis of hospitality industry regarding its organizational performance and environmental practices, considering the following research question: in which way environmental practices and organizational performance are established in the hospitality industry of Porto Alegre? To answer to this question, a survey was conducted in the hospitality industry of Porto Alegre, analyzing if there was and what was the kind of relation between environmental practices and organizational performance in the hospitality industry of the city. Analyses were carried out using nonparametric statistical methods. The environmental practices were measured in twenty indicators and the organizational performance was analyzed according to seven criteria of performance excellence given by Baldrige National Quality Program (2009/2010). The main findings point out that there is a positive trend between the use of environmental practices and organizational performance in hotels in Porto Alegre, that is, the lodging facilities that have more environmental practices tend to present the best organizational performances.

This study investigated the practice of professional development (PD) within the Vocational Education and Training (VET) arena. The major focus of this study was to investigate how PD provision for a selected group of VET educators in the tourism and hospitality sector has equipped them with both the technical competence of their discipline and teacher/training competence. This research has direct practical relevance to the educators working in the VET tourism and hospitality sector. Identifying PD strategies that are consistent and effective could facilitate the development of PD at a national level thus providing benefit to the VET sector as a whole. The study was conducted utilising the qualitative research technique narrative inquiry. The investigation focused on a case study context of educators currently working within a department of tourism and hospitality at a VET registered training organisation. Interviews were conducted with 10 front-line teaching educators and 4 management Heads of Department. Interviews were transcribed and portrait narratives were developed from the interview data. The portraits were analysed to answer the study’s five objectives: • To gain the perceptions held by a selected group of VET educators in the tourism and hospitality sector of the technical competence needed to conduct effective teaching/training programs • To gain the perceptions held by a selected group of VET educators in the tourism and hospitality sector of the professional teaching/training competencies required for effective practice • To construct a detailed taxonomy of teaching/training competencies in VET tourism and hospitality sector • To determine the appropriate qualification for VET educators in the tourism and hospitality sector • To propose specific recommendations for the improvement of PD practices for VET educators in the tourism and hospitality sector. Results of the study indicated that educators and management are required to consider specific issues when designing PD. A set of recommendations arising from the research findings have been developed that focus on enhancing the PD for tourism and hospitality educators particularly in the following areas: • Increased relevance of the PD to the educators’ work • Development of a culture that supports lifelong learning • More transparent PD funding and budgetary arrangements • Access to PD for ongoing and sessional staff • Increased emphasis on professional learning arising from PD.

Tourism and hospitality play a crucial role in the growth of the Thai economy and hoteliers need to consider how to retain their talented employees. The major output of tourism and hospitality is service and this is most critically driven by the human capital of the organisation and supported by human resource practices. This study examined workforce expectations and experiences of work relationships, job security, WLB, pay and remuneration, PM systems, career promotion, training and development and challenging job roles in luxury five-star hotels in Thailand. It employs a multi-method research design using a pragmatic lens, mixed methods and sequential explanatory design through a survey of 578 respondents, followed by 62 semi-structured interviews, the study shows that national chain hotels are more willing and better able to adapt their HR practices initiatives to local conditions when compared to local and international chain hotels. Thai hotel employees emphasise harmonious social relations and a physical closeness to be taken care of by their supervisors and management team like family members. They are increasingly aware of the need for bundles of HR practices and managers therefore need to understand their workforce and the need to incorporate more flexibility in their working practices as part of a brandconsistent system. Finally, managers need to consider the relational psychological contract of the workforce and understand workforce commitment and how this relates to the broader strategy of the organisation.

Asia’s growth in prominence over the last decade is a phenomenon that has seen some governments and international financial institutions defining the twenty-first century as the Asian Century, in which Asia will be the focus of economic growth (Kohli, Sharma & Sood, 2011). The wealth in the major economies of Asia will see an increase in a dominant middle-income group, with strong spending power not only in terms of lifestyle domestically, but also internationally. This group’s quest for the finer things in life will transform the hospitality industry in countries such as Singapore and Macau: both are international metropolises with numerous five-star hotels and resorts. The subsequent expansion in the hospitality industry in these countries has resulted in a tight labour market whereby the respective governments introduced national policies with varying impact on the labour market. This research will investigate how these national policies are translated into Human Resources (HR) policies by HR managers; what the influencing factors in the translation process are; and the difference between the HR policies between Singapore and Macau. Before 2002, the then Sociedade de Turismo e Diversoes de Macau (STDM) (now Sociedade de Jogos de Macau) was the only organisation in Macau with a casino within its hotel. This changed when the Special Administrative Region (SAR) government liberalised the hospitality and gaming industry to enable the entry of other operators into the market, in the form of Integrated Resorts and Hotels (IR&H) with both gaming and non-gaming facilities. In 2005 Singapore passed legislation that allowed for the establishment of IR&H that encompass Meetings, Incentives, Conventions and Exhibitions (MICE) and a theme park. The relationship between the national employment policy, the constantly changing labour landscape and the political environment that impacts on the national regulatory policies requires HR personnel to keep abreast of the regulatory changes that could be translated into the HR practices of the IR&H. It is these various and varying factors as they relate to Macau and Singapore that will be examined in this study. The aim of this research, therefore, is to examine and compare the national employment policies of Macau and Singapore to determine how organisations translate these policies into their HR practice.

Thesis (Ph. D., Education)--University of Idaho, December 2006.
Major professor: Jerry R. McMurtry. Includes bibliographical references. Also available online (PDF file) by subscription or by purchasing the individual file.

Submitted in fulfillment of the requirements for the Degree of Doctor of Philosophy at the University of the Witwatersrand
This study centrally argues that despite the numerous investments that Malawian accommodation sector has undergone, especially in the post-1994 period, a majority of them are not able to embrace sustainable environmental innovations in order to promote sustainable tourism development in Malawi. However, previous scholars have focused on the socioeconomic aspects of sustainable tourism development from the 1970s and 1990s when tourism sector was earmarked as another viable sector for economic development of the country. This comprehensive study plays a complementary and supplementary role by focusing on the sustainable consumption and production practices within the accommodation sector from the 1990s onwards where academic research in Malawi is still in its infancy. The study employed the Rogers Diffusion of Innovation Theory through a critical analysis of secondary and archival sources and in-depth key informant interviews. In this regard, through a Grounded Theory methodological approach interviews involving respondents from the public sector and the private sector (accommodation units) in Lilongwe, the Capital City of Malawi, the study unveils the dynamics (nature, dimensions, and patterns) of environmental sustainability innovation within the accommodation units in Lilongwe. Through this approach, the study allows the informants to tell their own story and experiences within the tourism sector and the accommodation units in particular. The study makes a contribution to the sustainable tourism development historiography of Malawi and sub – Saharan Africa. The study shows that the introduction of the multiparty system of government in Malawi brought abought a number of policy changes from the 1994 and to date, which have induced development in the tourism industry especially the accommodation sector to inform of small-scale and medium enterprises which have accelerated ecological catastrophes currently being experienced in Malawi. The study argues that the increase in a number of accommodation units was not only as a result of the new policy direction from the 1970s, but also the changes in the political and socio-economic environments of Malawi, and the entire SADC region. The study also argues that despite government enactment of the environmental sustainability law the tourism industry at large does not abide by this legal framework. During this period, most of these accommodation units are engaged in the unsustainable consumption of natural resources and produce environmental pollutants which are not well managed. These accommodation units also lack environmental sustainability institutional legal frameworks to foster sustainable consumption and production practices. The study highlights challenges that the public sector and accommodation units faced in Malawi. These challenges include a lack of political will, lack of appropriate policing tools, selective policy enforcement practices, and lack of universal investment incentives. The study also observed that some of the accommodation units devised environmental sustainability innovation to reduce their operating costs and support the local community socioeconomically. In addition, some accommodation units resorted to the use of compost manure and broken glass bottles on their premises. Through these measures, these accommodation units recycle their solid waste instead of dumping them into the environment. The study has used the Roger Diffusion of Innovation perspective, to show that the accommodation units in Lilongwe fall within the Laggards category. For instance, in the face of the ecological challenges in Malawi, they continue to rely on and use the limited natural resource and grow their businesses. Through this, they have managed to maximize their savings, expand their business geographical horizon to other cities in Malawi (e.g. Cross Roads Hotels now opening another unit in Blantyre). The study also attempted to assess the impact of the available environmental institutional and legal framework in promoting sustainable consumption and production practices in the accommodation sector. There is inefficient flow of the provisions of this institutional and legal framework between the two key government departments (Department of Tourism and Department of Environmental Affairs) as a result of this inefficiency accommodation units are left wondering which one of these departments are demanding the rightful action from them as such there is a slow adoption of sustainable environmental innovations within the secto
MT 2019

Currently, there is a great interest about world’s sustainability. With the advance of technology and population growth, the Circular Economy (CE) appeared as one “instrument” to move towards earth’s sustainability. Increasingly, the CE has the potential to be used as a tool in the hospitality industry in combating the unsustainable consumption of energy, water and non-durable products. Governments are starting to apply new models and regulations to decrease pollution, mainly the carbon footprint. As a result, the hotel industry is also affected and is forced to change the consumption pattern, since is inserted in the tourism sector, which is one of the greatest economic sector in Europe, being a great producer of waste and a considerable water and energy consumer. Consequently, the final master dissertation was written taken into consideration the following research question, “What can be implemented in hotels, based on circular economy practices, taking into account what motivates consumers and what they are willing to accept?”. As the core of the dissertation, the research question was detached in several objectives, being mainly based on, exploring customers receptiveness, willingness to accept CE and green practices in hotels and characterizing the CE model, its advantages and practices that are adaptable to consumers. On one hand, a questionnaire was developed to retain primary data that resume consumers’ willingness and acceptance. On the other hand, a literature review was carried out, in order to highlight the main concepts discussed and analysed throughout the research, supporting the data collected in the consumers’ questionnaire. At the end, the objectives were individually answered and analysed and the questionnaire presented few conclusions regarding consumers motivations and willingness to accept circular and green practices on Hotels. In overall, consumers, mainly the Portuguese, are willing to accept green and circular practices in the hotel, however they are not ready to pay more and travel farther. Moreover, participants are concerned about future generations and mainly worried about water conservation, being the factors that most influence their decisions and choices. To conclude, women tended to have higher rate regarding the acceptance of green practices as well as youth.
Atualmente, tem existido um grande interesse sobre a sustentabilidade mundial. Com o avanço da tecnologia e o crescimento populacional, a Economia Circular (EC) apareceu como um “instrumento” para avançar em direção à sustentabilidade da Terra. Cada vez mais, a EC revelou ter o potencial para ser usada como uma ferramenta na indústria hoteleira no combate contra o consumo insustentável de energia, água e produtos com curto prazo de vida. Os governos começam então, a aplicar novos modelos e regulamentos para diminuir a poluição e principalmente a pegada de carbono. Consequentemente, a indústria hoteleira é também afetada e vê-se obrigada a mudar o seu padrão de consumo, uma vez que está inserida no setor do turismo, que é um dos maiores setores económicos da Europa, sendo um grande produtor de desperdício e um considerável consumidor de energia e água. Tendo em consideração este pressuposto, a dissertação final de mestrado foi escrita considerando a seguinte questão de investigação: “O que pode ser implementado nos hotéis, baseado em práticas de economia circular tendo em consideração o que motiva os clientes e o que eles estão dispostos a aceitar?”. Sendo a referência desta dissertação, a questão de investigação foi subdivida em diversos objetivos, baseando-se principalmente em explorar a recetividade dos consumidores, disposição para aceitar a EC e as práticas green nos hotéis e caracterizar o modelo de EC, as vantagens e as práticas que são adaptáveis aos consumidores. Por um lado, foi desenvolvido um questionário para recolher dados primários que resumissem a disposição e aceitação dos clientes. Paralelamente, a revisão bibliográfica foi conduzida de forma a destacar os principais conceitos discutidos e analisados ao longo do estudo, suportando os dados recolhidos no questionário aos consumidores. No final, os objetivos foram individualmente respondidos e analisados e o questionário apresentou algumas conclusões referentes às motivações dos consumidores e sua predisposição para aceitar práticas green e circulares nos hotéis. Em geral, os consumidores, principalmente portugueses, estão dispostos a aceitar as práticas green e circulares num hotel, contudo, não estão preparados para pagar mais e viajar mais longe. Mais ainda, os participantes estão preocupados com as gerações futuras e principalmente com a conservação da água, sendo os fatores que mais influenciam as suas decisões e escolhas. Conclui-se assim, que as mulheres tendem a ter uma maior taxa de aceitação das práticas green, tal como os jovens.

O turismo está a avançar para a fase de maturidade, por este motivo o desenvolvimento da sustentabilidade deve ser a principal preocupação dos intervenientes do turismo. Os hotéis sustentáveis são considerados como negócios respeitadores do ambiente que implementam práticas ambientais para reduzir os resíduos e o consumo de água e energia. As questões ambientais estão a influenciar as pessoas a serem mais conscientes ao alterar os seus estilos de vida e adotar hábitos mais sustentáveis. Muitos hotéis estão a seguir estas tendências através da “construção” de hotéis ecológicos, como por exemplo Marrior, Hilton, Best Westren e Hyatt. Os hotéis têm um efeito tremendo no comportamento das pessoas, deste modo podiam alterar o impacto da indústria hoteleira ao investir na implementação práticas ambientais. Além disso, é a nossa responsabilidade proteger o ambiente, pois somos nós a principal causa da destruição ambiental que afetam todos nós e as futuras gerações. Este relatório descreve a importância de adoção de uma política ambiental pela indústria hoteleira, visto que isso não implica apenas a proteção do ambiente e redução da pobreza, mas também a economia dos custos. Além disso, apresenta uma visão global das práticas ambientais na indústria hoteleira, nomeadamenteno Sheraton Lisboa Hotel & Spa, onde realizei o estágio e que me deu a oportunidade de compreender melhor como um hotel sustentável gere as suas operações ambientais. Posteriormente, após a análise e recolha de informações dos documentos do hotel relacionadas à gestão da sustentabilidade, bem como os dados do método de observação, foi possível obter uma resposta aos objetivos propostos para o estudo. Deste modo, durante o estágio também consegui desenvolver alguns projetos que contribuíram para a eficiência dos processos de gestão ambiental do hotel.

Tese de Doutoramento em Marketing and Strategy
This research seeks to study customer engagement and value co-creation from the guest perspective in the hospitality (hotel) industry in Ghana. It centres on customer’s perspective in the hotel setting as the guest is critical to the efficient provision and delivery of hospitality services since s/he buy memories, meal experience and service experience but not just service delivery, service quality or food and drink. Customers participating and engaging in value co-creation in the hotel sector bring on-board their personal resources (operand and operant) in the form of competencies and experiences to bear on the firm’s resources to co-create value. Customer engagement and value co-creation have been studied extensively in recent times. However, the current literature is silent in the examination of the actors and factors (f/actors) that foster/hinder customer engagement and value co-creation in the hospitality industry and the analysis of the customer's awareness about their contribution to value co-creation. It is also evident that an in-depth knowledge on how guests engage to co-create value and establish their multiple points of interactions are limited. Thus, the purpose of this study is to respond to these literature gaps through an empirical study. The object of study is the guests’ engagement experiences and co-creation practices within/beyond the hospitality industry. We addressed this purpose through five specific objectives as to (1) explore customer engagement and the f/actors that foster or hinder value co-creation within/beyond the hotel; (2) ascertain whether customers are aware/unaware that their competencies aid value co-creation; (3) identify and understand the relevant resource-envelop that customers use to engage in value co-creation; (4) discover value co-creation/destruction practices within/beyond the hotel; and (5) ascertain the consequences of ignoring/involving the customer in the co-creation processes. We established the foundations of our research in an in-depth literature review on Service Dominant Logic (SDL), Value Co-creation (VCC), Service Logic (SL), Customer Dominant Logic (CDL), Awareness, Practices and Customer Engagement (CE) among others. To understand the nature and dynamics of customer engagement, value co-creation or destruction, we designed a qualitative study. We gathered and analysed documents from the internet (hotel websites) related to guests’ experiences and conversations. We conducted four participant observation sessions and 35 in-depth interviews from customers to obtain a qualitative in-depth appreciation of their experiences. To safeguard the trustworthiness of the study, we adopt triangulation of literature, methods, data and researchers. Data was analysed using a thematic analysis framework, designed to ascertain, explore, and describe patterns found in the data with the support of NVivo 11 pro version. The study discovered that guests’ engagement within and beyond the hotel environment with multiple f/actors have an influence on their value co-creation/destruction process. We found that positive engagement like receptive, interactive and honest employees, responsible, helpful and friendly staff/front-office staff, meeting reliable friends/family members, good health services, reliable financial agents and visiting historical sites, safe, secured, serene environment and functional facilities/services bring memorable experiences and foster value co-creation. However, negative acts and situations, such as negligence, un-hospitable staff, deceptive/distrusted employees, police irresponsibility/harassment, distrusted actors, delays at airport, scary news items from televisions and radio stations, dishonest transport owners and robbery cases, frustrate guests, decrease their engagement levels and destroy value. We found that some customers’ level of awareness of their contributions in some cases has an influence on their decisions to deploy more resources. Some customers are aware of their contributions whiles others are unaware. Those aware are willing to deploy and integrate more resources and demand for better services than those who are unaware. We discovered that during the consumption journey, the customers/guests use a variety of resources such as, physical resources (physical features, attitude, time); mental/psychological/emotional/intellectual resources (i.e. competencies, skills, deep thinking, self-generative ideas/activities/practices); social resources (i.e. peers, friends, family, associations like political, religious, old boys/girls) and financial/material resources (i.e. smartphones, laptops, cars, money and bank cards). Guests engaged themselves at different levels via self-engagement; guest-toguest- engagement; and engagement with other f/actors, institutions, individuals and groups. The study also found that customers are willing to share their operant resources with firms for service improvements. They are also prepared to share their experiences and discuss both the strengths and challenges of service providers and go the extra mile to promote the services of firms to their family, friends and co-workers, through positive word-of-mouth (WOM), both personally and through social media. This study offers several contributions grounded on its empirical foundation. It suggests theoretical and managerial implications on how actors’ practices promote or impede customer engagement and value co-creation within/beyond the hotel. It generates a framework of customer engagement and cocreation/ destruction and explain how customer engagement experiences beyond and within the hotel positive/negative can facilitate/inhibit value co-creation or lead to value destruction. It thus extends customer engagement, value co-creation, value destruction and service-dominant Logic literature. The study also allows drawing managerial implications, which shift the focus of value co-creation from the firm circles to the customer domain, urging stakeholders about the growing consciousness of customers since conscious customers will demand for better service delivery. Finally, the study brought to the forefront, the influencing role of the external f/actors which are outside the control of the firm, but influence the way customers engage, co-create/destroy and determine value, suggesting the need for service providers to collaborate with other stakeholders in enhancing customer engagement and value co-creation.
Esta investigação analisa o envolvimento do cliente e a cocriação de valor do ponto de vista dos hóspedes na indústria hoteleira no Gana. Centra-se na perspetiva do cliente, uma vez que o hóspede é um ator crítico na prestação eficiente do serviço, sendo que ele compra memórias, experiências de refeições e experiências de serviços e não serviços por si só, qualidade dos serviços ou alimentos e bebidas. Os clientes que participam na cocriação de valor no setor hoteleiro trazem consigo os seus recursos pessoais (operandos e operantes), na forma de competências e experiências, para sustentar os recursos da empresa e, desta forma, para cocriar valor. O envolvimento do cliente e a cocriação de valor têm sido estudados extensivamente nos últimos anos. No entanto, a literatura é omissa na análise do nível de consciência dos clientes sobre sua contribuição para a cocriação de valor e na análise dos atores e fatores (f/atores) que promovem/dificultam o envolvimento do cliente e a cocriação de valor, em particular na indústria da hoteleira. Também é evidente que existe uma limitação no conhecimento aprofundado sobre a forma como os hóspedes se envolvem na cocriação de valor e como estabelecem os múltiplos pontos de interação que promovem essa cocriação. Neste sentido, o principal objetivo desta investigação é responder a essas lacunas através da realização de uma investigação empírica. O objeto de estudo são as experiências de envolvimento dos clientes e as práticas de cocriação dentro e fora do hotel. Abordamos esse objeto de estudo através de cinco objetivos específicos: (1) explorar o envolvimento do cliente e os f/atores que estimulam ou dificultam a cocriação de valor dentro e fora do hotel; (2) verificar se os clientes estão conscientes ou não da contribuição das suas competências para a cocriação de valor; (3) identificar e compreender o conjunto de recursos (envelope de recursos) relevantes que os clientes usam para participar na cocriação de valor; (4) descobrir práticas de cocriação /destruição de valor dentro/fora do hotel; e (5) analisar as consequências de se ignorar ou envolver o cliente nos processos de cocriação. A fundamentação teórica e conceptual desta investigação é feita através de uma revisão de literatura sobre os temas: Lógica Dominante de Serviços (SDL), Cocriação de Valor (VCC), Lógica de Serviço (SL), Lógica Dominante do Cliente (CDL), Consciência do consumidor, Práticas e Envolvimento do Cliente (CE), entre outros. Para compreender a natureza e a dinâmica do envolvimento do cliente e a cocriação e a destruição de valor, desenvolveu-se uma investigação qualitativa. Analisaram-se documentos da internet (sites de hotéis) relacionados com as experiências e as conversas dos hóspedes. Realizam-se quatro sessões de observação participante e 35 entrevistas aprofundadas a clientes, para obter uma compreensão qualitativa e aprofundada sobre as suas experiências. Para salvaguardar a confiabilidade da investigação, adotou-se a triangulação de literatura, métodos, dados e pesquisadores. Os dados foram analisados com o apoio do software NVivo pro, versão 11, utilizando uma estrutura de análise temática, projetada para averiguar, explorar e descrever os padrões encontrados nos dados. Os resultados da investigação indicam que o envolvimento dos hóspedes dentro e fora do ambiente do hotel com vários f/atores influencia o processo de cocriação/destruição de valor. Descobriu-se que f/atores positivos, como funcionários recetivos, interativos e honestos, pessoal de receção responsável, prestável e amigável, encontros com amigos/familiares confiáveis, bons serviços de saúde, agentes financeiros confiáveis, visita a locais históricos, ambiente seguro e sereno e instalações/serviços funcionais, trazem experiências memoráveis e fomentam a cocriação de valor. No entanto, atos e situações negativas, tais como negligência, funcionários não hospitaleiros, funcionários enganadores/desconfiados, irresponsabilidade e assédio policial, outros atores não confiáveis, atrasos no aeroporto, notícias de televisão e rádio assustadoras, proprietários de transportes desonestos e casos de roubo, frustram os hóspedes, diminuem os seus níveis de envolvimento e destroem o valor da experiência. Descobriu-se que o nível de consciência de alguns clientes acerca da sua contribuição para o processo de cocriação influencia, em certos casos, as suas decisões de integrar mais recursos. Alguns clientes estão conscientes das suas contribuições enquanto outros não o estão sendo que os que estão conscientes estão dispostos a integrar mais recursos na procura de melhores serviços. Observou-se que durante a jornada de consumo, os consumidores/hóspedes usam múltiplos recursos, como recursos físicos (características físicas, atitude, tempo); recursos mentais/psicológicos/emocionais/intelectuais (ou seja, competências, habilidades, pensamento profundo, ideias, atividades, práticas); recursos sociais (ou seja, colegas, amigos, família, associações políticas, religiosas, e antigos colegas) e recursos financeiros/materiais (ou seja, telefones, computadores, automóveis, dinheiro e cartões bancários). Os hóspedes envolveram-se a diferentes níveis através de auto-envolvimento; envolvimento hóspedehóspede; e envolvimento com outros f/atores e instituições, a nível individual e de grupo. A investigação também constatou que os clientes estão dispostos a compartilhar seus recursos operantes (operant resources) com as empresas para melhorias dos seus serviços. Os clientes estão também dispostos a partilhar as suas experiências e a discutir os pontos fortes e os desafios dos serviços oferecidos pelas empresas/hotéis e esforçam-se para promover os serviços das empresas às suas famílias, amigos e colegas de trabalho, por meio de passa-a-palavra positivo, tanto por via pessoal como através do meios digitais (social media). Esta investigação oferece várias contribuições baseadas em dados empíricos. Ela sugere implicações teóricas e de gestão acerca da forma como as práticas dos atores promovem ou impedem o envolvimento do cliente e a cocriação de valor dentro e fora do hotel. Apresenta uma estrutura sobre o envolvimento do cliente e a cocriação/destruição e explica como as experiências positivas e negativas de envolvimento do cliente dentro e fora do hotel podem facilitar/inibir a cocriação de valor ou levar à destruição de valor. Contribui, desta forma, para a literatura sobre o envolvimento do cliente, a cocriação de valor, a destruição de valor e a lógica dominante de serviço. A investigação permite também desenhar implicações práticas, sugerindo a mudança do foco da criação de valor do âmbito da empresa para o domínio do cliente, informando as partes interessadas sobre a crescente conscientização dos clientes para o seu papel no processo de cocriação de valor, já que clientes mais conscientes exigirão uma melhor prestação de serviços. Por fim, a investigação realçou também a influência e o papel dos f/atores externos na cocriação de valor, os quais estando fora do controle da empresa influenciam a forma como o cliente se envolve, cocria/destrói valor e o determina. Esta constatação sugere a necessidade de os prestadores de serviços colaborarem com diversas outras partes interessadas na criação de condições favoráveis ao envolvimento positivo do consumidor e à cocriação de valor.

Dealing with employees’ turnover intent is a current issue in the hospitality world. Covid19 has created anxiety and tensions around the globe, reflecting on multiple layoffs and a greater impact on staff turnover intent. This study aims to examine the effect of employees’ perceived incentives on turnover intention through the mediating role of employees’ satisfaction for a sample of hospitality workers in Portugal. Additionally, it provides important findings regarding the incentives that hotel employees value the most. A set of hypotheses were developed through a conceptual framework based on the literature review. An empirical study was developed by means of anonymously surveying responses from 194 employees, as well people who had work in this sector during the past year. After collecting and analyzing the data through SPSS, it was established direct and positive relationships between the variables under study. Results indicate that perceived incentives, job satisfaction, and turnover intention are significantly associated. Employees’ perceived incentives diminish directly turnover intention, and indirectly through job satisfaction. As the direct effect of perceived incentives is significant, the mediation through job satisfaction is partial. Results also suggest that perceived incentives have a significant effect on employees’ satisfaction and that this relationship diminishes turnover intention. Additionally, confirms that base salary, career development, good work environment, and training and development are the incentives most valued by employees. This study reveals relevant results that will help manage the organizations’ staff and provide social and practical implications concerning employee engagement initiatives on human resource management (HRM) practices.
Lidar com a intenção de rotatividade dos trabalhadores é uma questão atual no mundo da hotelaria. A Covid-19 criou ansiedade e tensões em todo o mundo, refletindo sobre despedimentos múltiplos e um grande impacto na intenção de rotação de pessoal. Este estudo examinou o efeito dos incentivos percebidos pelos trabalhadores na intenção de saída através do papel mediador da satisfação no trabalho, numa amostra de trabalhadores do sector hoteleiro em Portugal. Adicionalmente, pretendeu oferecer conclusões importantes sobre os incentivos que os trabalhadores mais valorizam. Um conjunto de hipóteses foi desenvolvido através de um quadro conceptual baseado na revisão de literatura. Um estudo empírico através de um inquérito anónimo aplicado a 194 empregados. Após a recolha e análise dos dados através do SPSS, os resultados indicam que os incentivos percebidos, a satisfação no trabalho e a intenção de saída estão significativamente associados. A perceção dos incentivos dos trabalhadores diminui diretamente a intenção de rotatividade, e indiretamente através da satisfação no trabalho. Uma vez que o efeito direto dos incentivos percebidos é significativo, a mediação através da satisfação no trabalho é parcial. Os incentivos percebidos têm um efeito significativo na satisfação dos trabalhadores, e a sua relação diminui a intenção de rotatividade. A remuneração base, a progressão de carreira, o bom ambiente de trabalho e a formação e desenvolvimento são os incentivos mais valorizados pelos trabalhadores. Este estudo apresenta resultados que ajudarão a gerir os trabalhadores nas organizações e fornece implicações relativas a iniciativas de retenção dos trabalhadores nas práticas de RH.

The purpose of this project is answering the question about how InterContinental Lisboa’s restaurant Akla could increase its attractiveness, especially for non-guests, becoming a successful restaurant, by incorporating some concepts and theories of the literature review. Therefore, the focus is F&B best practices and customers’ motivations to eat out. A full analysis of the restaurant (physical structure, organizational structure, marketing strategies and competitive set) and its practices was performed in order to better understand what must be changed and what must be kept, which in the end is reflected in the recommendations.

碩士
大葉大學
資訊管理學系碩士班
102
This study applied the theory of planned behavior as the basis to investigate the behavioral models of consumers who dine at green restaurants. We focused on certified green restaurants located in Northern, Middle, Southern, and Eastern Taiwan. By adopting a cluster sampling method, consumers of 20 green restaurants were selected as the research participants. A total of 600 questionnaires were distributed, and 552 valid questionnaires were obtained. The results are summarized as follows: (a) Attitude, subjective norm, and perceived behavioral control significantly affected behavioral intention. (b) Perception regarding the attributes of green restaurants exerted no influence on attitude. (c) Motivation to comply exerted no influence on subjective norm. Thus, we provide several recommendations for encouraging consumers to engage in green consumption behavior as follows: (a) After promoting cooperative projects, the government should emphasize the advantages of green restaurants; therefore, business owners are encouraged to join green restaurants, thereby providing consumers with additional choices. (b) Certified green restaurants should clearly display their eco-label so that consumers can feel at ease, cooperative project goals can be achieved, and consumers’ perceptions of green restaurant attributes can be enhanced. (c) The government should actively promote green consumption for consumers to understand the benefits of dining in green restaurants.

JEL Classification System M140 – Corporate Culture; Social Responsibility, Q01 – Sustainable Development
It is widely acknowledged that tourism is an industry with significant importance as growth driver for the world economy. Notwithstanding, the overwhelming growth of the industry over the years was accompanied by a significant dependency for natural resources, excessive consumption of non-renewable energy and waste generation (UNEP, 2011) being responsible for the increasing pressure on the environment, and which results in the industry’s contribution of 5% to total greenhouse gas emissions (Pomering, Noble, & Johnson, 2011; UNEP, 2011). Organizations have been pressured to go green and the adoption of sustainable business practices is therefore seen as an important orientation strategy in order to lessen the industry’s side effects. This study aims at addressing these issues in a specific segment of the tourism industry– the luxury hotels. The purpose is to identify the CSR practices that allow a hotel to be sustainable while providing guests a luxurious environment and without damaging the hotel’s financial position, as well as to understand to which extent is sustainability a value embedded in the hotel’s business model. To fulfill these objectives a case study approach is adopted, being Inspira Santa Marta the hotel selected for the analysis.
É amplamente reconhecido que o turismo é uma indústria com importância significativa como motor de crescimento para a economia mundial. Contudo, o crescimento da indústria ao longo dos anos tem sido acompanhado por uma dependência significativa de recursos naturais, consumo excessivo de energias não-renováveis e produção de resíduos (UNEP, 2011), sendo responsável pelo aumento da pressão sobre o meio ambiente, e que resulta na contribuição da indústria em 5% do total de emissões de gases de efeito estufa (Pomering et al., 2011; UNEP, 2011). As organizações têm sido pressionadas para se tornarem mais verdes e a adoção de práticas de negócios mais sustentáveis é, portanto, vista como uma estratégia de orientação importante a fim de diminuir os efeitos colaterais da indústria. Este estudo tem como objetivo abordar estas questões num segmento específico da indústria do turismo – os hotéis de luxo, visando assim identificar as práticas de responsabilidade social corporativa que possibilitam a um hotel ser sustentável e simultaneamente proporcionar aos hóspedes um ambiente luxuoso, sem prejudicar a sua situação financeira, e compreender em que medida é que a sustentabilidade é um valor embutido no seu modelo de negócio. Para cumprir estes objetivos, foi adoptada uma abordagem de estudo de caso, sendo o Inspira Santa Marta o hotel escolhido para a análise.

Thesis (M.Tech.: Office Management and Technology)-Durban University of Technology, 2005 xv, 129 leaves
The Constitution contains the Bill of Rights, one that is regarded as the corner-stone of democracy, as it enshrines the rights of all people and affirms the democratic values of human dignity, equality and freedom. Section 9(1) provides for the promotion of a society in which diversity of identity is respected and protected. The Employment Equity Act 55 of 1998, stipulates that designated employers implement affirmative action, thereby compelling organizations to eradicate all forms of discrimination in organizational processes and procedures. With such legal measures put in place (Promotion of the Equality Act) acceptance and change within organisations has to be accelerated. The purpose of this study is to explore workplace discrimination against trainees within the Hotel and Catering industries. Workplace discrimination is against human rights and can become a legal violation of Labour laws. Although preventative policies are in place, this study would illuminate the extent to which discrimination occurs, how it has manifested itself, and how students would be affected by this discrimination.

碩士
中華大學
經營管理研究所
92
It has been six years since the government started the Hazard Analysis Critical Control Point (HACCP) system. However, the effects of the system on the restaurant of tourism hotels remained unclear. The proprietors’ attitudes toward the current system are very urgent for the HACCP system. The aim of this study is to realize the effects of HACCP system on hospitality industry and the employees’ degrees of satisfaction on the system about its organization and function. It is hoping to provide the reference basis for the development of self-managing sanitation systems in hospitality industry and for the administration and modification of the government on the system. This study indicates the interviewers generally agree that the most difficult part of starting HACCP systems is the government’s lack of duress of HACCP. There is no bundled means for those who are licensed as motivation for strict execution, which leads to the hesitative attitudes toward HACCP among proprietors of hospitality industry. Besides, at the executive level, because of the insufficient amount of HACCP licensed personnel accompanying with deficient training, the current HACCP system lacks strict enforcement and form-filling. And starting HACCP system helps the hospitality industry employees appreciate the importance of sanitation management. Not only does HACCP make them more willing to meet the demand of sanitation and management, but also grows team spirits among the employees to finish the daily jobs. As to the approval of HACCP, regardless of the management and executive level both approve the system, it will help accelerate the degrees of self-management of sanitation, lower the chance of food poisoning, and upgrade the service quality in whole hospitality industry.

碩士
國立臺北科技大學
技術及職業教育研究所
89
Changes in lifestyle and flexibility in social work place have caused dramatic increase in people dining-out. With the implementation of the 2 days weekend holidays, the restaurant industries have now entered a fierce but prosperous competition stage. The government plans to strengthen the coherence and completeness of various skills and vocational courses as well as integrated application of technical and vocational educational resources. It also plans to expand learning environment of students from school to work place through interactive educational activities with technical and vocational colleges and outside cooperative institutions. Take training restaurant industry for example: While arranging practical training inside the school premises, students are encouraged to participate in external training to provide them with opportunities to gain practical experience served as preparation for their entry in the restaurant businesses. This paper conducted a study on the dissimilarities in level of satisfaction for students under sandwich mode of study and traditional site internship upon the implementation of higher restaurant education. It also conducted a survey on the level of satisfaction from businesses in results of sandwich mode of study and traditional site internship, whether it helps in upgrading the quality of manpower in restaurant industries, as well as provides industry, government, academic, research and educational departments with concrete recommendations and conclusions to serve as a reference for improvements in higher restaurant education. The questionnaire was adopted as a research tool. Which contents included “background information of businesses”, “satisfaction level of entrepreneurs on job performance of trainee”, “evaluation based on standpoint of entrepreneurs” and “recommendations and suggestions for educational improvements in restaurant industry”. A random survey was conducted on 101 valid questionnaires. Valid response reached as high as 69.6%. Subjects of studies were international restaurant/tourist hotels which accepted students on a sandwich mode of study and traditional site internship. Results of studies revealed the following: 1. There was no significant difference on level of satisfaction in job internship” by restaurant entrepreneurs due to difference in “departments” and “operating style” 2. No significant difference was found on restaurant entrepreneurs’ level of satisfaction in job performance of students under “sandwich mode of study” due to difference in “positions”. Results on analysis in level of satisfaction of restaurant entrepreneurs in job performance of students under “traditional site internship” revealed that a significant difference exists due to difference in positions; i.e., there would be a significant difference in level of satisfaction in job performance of students under “traditional site internship” due to difference in positions. 3. No significant difference has been found on evaluation based from the standpoint of restaurant entrepreneurs between student’s “sandwich mode of study” and “traditional internship” as a result of difference in “department”, “position” and “operating style”. 4. Based on results obtained on above studies, the researcher proposed various recommendations on the relationship among students, schools, the restaurant entrepreneurs and partners developing the education to serve as a reference for future studies. Keywords: Sandwich mode of study, level of satisfaction, distributive education