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Alamu, Abimbola Peter. "Human Capital Development Strategies for the Tourism, Hospitality, and Leisure Industry." ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/2513.
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A shortage of skilled labor could cost the tourism, hospitality, and leisure industry (THL) a loss of $610 billion and 14 million jobs by 2024. The literature contains the contributions of specialist THL institutions but not that of the industry leaders to ameliorating this human capital (HC) challenge. The purpose of this multicase study was to explore the HC productivity strategies used by THL business leaders in Nigeria that improved employee productivity despite the lack of specialist THL institutions. The human capital theory (HCT) was the conceptual framework of the study. Coding of data derived from semistructured interviews with 3 THL industry leaders followed the modified Stevick-Colaizzi-Keen method. Triangulation of the interview data, site observations and company documents resulted in 5 strategy themes. The study indicated that recruiting persons with essential social capital, inducting them into high ethical standards, providing in-house training, motivating with reward and recognition, and adoption of affordable technologies are key industry strategies for THL HC development. The study findings can be adopted into THL organizations human resource management strategies and as input for training managers in the THL industry. The results of this study may contribute to social change by keeping more people gainfully engaged, increasing the dignity and prosperity of THL employees and their families, and reducing the undesirable effects of unemployment such as the high crime rate in southern Nigeria.
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Jitpraphai, Supatcharajit, and n/a. "Hospitality management perspectives on casino tourism in Thailand." University of Otago. Department of Tourism, 2008. http://adt.otago.ac.nz./public/adt-NZDU20080523.122348.
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Apparently, gambling seems to be valued as a leisure activity and a form of entertainment in many parts of the world. Public attitudes toward gambling have shifted from viewing it as a vice to treating it as an opportunity to exploit (Eadington 1997, 2000). Relaxation of constraints on existing commercial gaming activities and legislative change in authorising gambling has occurred extensively. The proliferation of casinos makes people perceive gambling as a legitimate activity and as an economic hope. According to Pizam and Pokela (1985), casino gambling however is a controversial tourism development strategy. Eadington (1986) also points out that legalised gambling causes economic and social changes in communities and changes their image. Thus, both the character and reputation of the community may be altered as a result of initiating casinos as a tourist attraction.
The legalisation of gambling has been a subject of considerable debates in Thailand for a decade and it has been brought into the cabinet�s meeting from time to time. Some politicians and academic scholars suggest that casinos should be introduced as a tourism development strategy to combat the country�s economic and financial crisis. Many people are attached to strong belief that gambling is a sinful activity. It is inherently immoral and contrary to accepted family and social values. It is a voluntary regressive tax in which its effects fall most heavily on lower-income groups. It is morally wrong, and can cause an addiction that is often linked to personal and family tragedies. It also attracts criminal activities and political corruption (Piriyarangsan et al. 2003; Cornwel-Smith 2005). As social acceptance of casino gambling has globally increased, this research aims to gauge hospitality management perspectives on gambling and casino tourism. The focus of the paper is to investigate hospitality executives� attitudes towards relationship between Thai tourism and casino gambling; to explore their views on casino legalisation and regulation; as well as to examine their opinions about casino impacts, operation and management if casinos are legalised in Thailand.
Mail questionnaires were carried out during September 2003 - February 2004, resulting in 212 returns of respondents. Then, 18 semi-structured interviews with hotel and tour executives, politicians, policemen, government officials, directors of social service organisations and religious leaders were undertaken in May - July 2005 to acquire more insights into the issues. A combination of quantitative and qualitative data indicates that Thai people have mixed feelings about casino tourism. Although quantitative findings show hospitality group welcome the idea, but they do not want it in their own backyard. Qualitative results are more in opposition. Majority of interviewees hold the differing views. The study concludes that casinos gambling may function simply as a value added or an enhancement to a destination in Thailand, not a main tourism attraction. It is strongly suggested that casino gambling and Thai tourism industry should not be connected. Instead, �Thai� hospitality and cultures should be promoted as a unique tourism product of Thailand.
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Berridge, Graham. "Event experiences : design, management and impact." Thesis, University of West London, 2015. https://repository.uwl.ac.uk/id/eprint/1374/.
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The papers submitted for this PhD by publication represent research centered on event experiences and their design, management and impact. They are the result of research projects that have produced seven published peer-reviewed papers and one book. The body of work has made an original, significant and sustained contribution towards the development of an emerging field of study in events. The work has made a major contribution towards furthering understanding of the human experience that results from the management of events, their design and their impact. At the heart of this submission is a consideration for how events are experienced and what factors and components contribute to the depth of that experience. The majority of papers analyses and reflects upon the construction of experience settings (their design) and essentially seeks knowledge to identify the variables that shape any experience of events (Ryan, 2012). In doing so the research undertaken has embraced a less restrictive set of methodologies usually afforded by statistical exercises in favour of a more embodied, immersive and participative approach. This has included not only observation and autoethnography, but also reflection on that which has been observed. In turn this reflection and analysis has drawn upon a range of theories and models to advance understanding of the social occasions that we call events where human interactions with the designed programme and environment illicit a range of responses that may culminate in a memorable and unique moment in time. The research therefore touches upon the emotional response to event experiences, the study and interpretation of the meaning of events, and notably their signification to an intended audience. In the course of this research I have evaluated and reflected upon the study and practice of event management across a range of event types and genres. Seeking to initially clarify the role of design in creating event experience led me to questioning the paradigmatic model for event management and resulted in the development of an alternative consideration for event planning and management - Event Experience Design Framework (EEDF). Unlike existing models this places design as the central and pivotal driving force that inhabits all areas of the event management process and upon which all events should then be based. The contribution of this body of work can therefore be summarised as follows: 1. Development of a paradigmatic concept that places design as the central and essential practice that underpins the planned event experience. 2. Theoretical positioning of how designing event experiences impacts on stakeholders 3. Recognition and application of theoretical models and tools relevant to event design and creativity, and further use of conceptual models to analyse experiential outcomes 4. Identification and awareness of the broader socio-cultural impact of planned events This submission provides evidentiary material that I have made a positive and meaningful contribution to raising the profile of events through research, teaching and learning by an acknowledged excellence in events management education and as a recognised (and first) National Teaching Fellow in Events. Furthermore, the submission provides a reflection on this research and development that has enabled me to make such a pivotal contribution to the field. It concludes with an outline of plans for the future.
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Shalimov, Aleksandr, and Calistus Godwin. "Relationships management in hospitality industry. : STF Svenska Touristförening." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-14920.
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Abstract Title: Relationships management in hospitality industry, STF Svenska Touristförening. Level: Final assignment for Master Degree in Business Administration Author: Aleksandr Shalimov , Calistus Godwin Supervisor: Ernst Hollander Date: 2013.01 Aim: The aim of the research is to investigate STF relationships management strategy and networking ability. This research illuminates conceptual understanding of the STF’s network and relationships management strategy. Method: In order to provide answers to the research question was used case study approach. Qualitative research method was applied, face to face interviews were conducted and in some cases email and telephone interviews was also used. Using cluster sampling, 9 people who have different backgrounds and relations to STF was interviewed. To properly analyze and present this complex relationships phenomenon, narrative approach was used, considered to be the most appropriate to work with, due to the huge amount of qualitative data. Result & Conclusions: The research showed the existence of complex relationships between STF (Svenska Touristförenengen) and different actors that are involved with STF within its market activities. Companies that are involved in the STF network, at the same time involved in the process of management of relationships, activities and network structure. Development of the network depends on the companies’ abilities to develop mutual relationships (network threads). This requires understanding of the company’s network and abilities to form network. The development of relationships management strategy is the core competence of the STF. In conclusion, looking at all the relationship that STF has built, it could be said that all have being focal to its network building but to a varying degree. Moreover within applied the study, it was noticed that STF during its 125 years of existence, has facilitated the development of tourism, infrastructure, business, sports, education, and cultural life of the country. It has created and developed social and economic relations, and communication channels. STF plays the role of an initiator, originator, pioneer and cooperator, even as a fellow worker in creating national movements and new trends. Suggestions for future research: The investigation has been started having in mind Relationships, Outsourcing and Networking theories as anchor theories to be used, but after a while, it turned out that Networking theory and Franchising theory could be used to investigate deeply into the relationships phenomenon with the actors in this case. But still within the research, it was noticed that some aspects of franchising model was not working properly and sometimes do not meet both STF and Franchisee`s expectations. Therefore suggestion for closer and deeper investigations of relationships pattern between STF and its franchisees is recommended in order to facilitate the development of more viable, functional and effective ways of cooperation. Moreover triangulation is a strategy that increases the validity and reliability of research, so it could be considered for the further research. Contribution of the thesis: Currently, under the influence of globalization in the social and economic environment, more and more attention is being paid to the study of various relationships and communications theories, for example the development of CRM, Outsourcing and Networking theories. This study involves a closer look on some aspects of the interaction of social and economic environment, particularly the development of social and business networks. The concept of STF could be used to develop other business ideas or even exported to emerging markets, base on a successful strategic implementation of the concept. STF pattern of activities shows that the creation of such organizations as STF and investigative related issues, may contribute to the development of the tourism industry both nationally and internationally. To STF and the Swedish Tourism Board, (tillvexverkert) researches could help in a lot ways by encouraging more research work to improve and better the already existing infrastructures, improve on the services and communications channels. Key words: STF (Svenska Touristförening), Networking, Relationships, Hospitality Industry, Tourism, Association.
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Luke, David William. "Making hospitality management programmes relevant to industry : a case study." Thesis, University of Bristol, 1999. http://hdl.handle.net/1983/3271eb2d-041f-411f-8b34-6d64dd0ef073.
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There has been a considerable debate in recent years about the 'fit' between hospitality management education and the needs of the hospitality and tourism industries, with allegations of disproportionate 'wastage' of vocationally labour market entrants to other sectors of the economy. This study began by outlining the evolution of hospitality education in the UK. The study then reviewed models of vocational education and discussed their relevance to hospitality management education. A discussion of the effects of political, industrial and educational debate has been included. A case study has provided an historical review of the evolution of the BA Honours Degree in Hospitality Business Management in an important FHE college, which is the largest single provider of hospitality education in the UK. The study goes on to highlight the transition of graduates into the workplace from 1992 to the present time. The first sections of the study were completed using exhaustive secondary research carried out using all of the library resources at my disposal. The case study was achieved using primary research techniques of questionnaire and follow-up interviews with the graduates and with senior programme administrators from the college. Use of the Dillman (1977) method ensured an exceptionally high response rate to the questionnaire, although it is probably true that my power-distance relationship with the respondents also had a positive effect on the response rate. The researcher also believes that the responses received from the graduates truthfully reflected their views on the questions asked. The final section of this dissertation discusses and analyses the results of the primary research and this is the major innovative part of the work. During the course of the research, a number of themes emerged, and the discussion is aligned with these themes, providing a framework for the analysis. The content of the courses, comprising the four-year programme were generally seen as appropriate by the respondents. However, a number of possible changes were identified which might improve the programme. One surprising result was that it emerged that no change would be needed to fit graduates for the industry for the next decade. A second surprise was the low ranking given to information technology and numeracy by the respondents. This must surely be a misconception by the graduates and this finding is in need of further research. The term 'graduateness' was generally little understood by the respondents. However, once they were familiarised by the meaning underpinning the term, they did comprehend that graduate skills were of considerable importance. Indeed their understanding of graduate skills related very closely to those defined NAB (1986). However, the discussion of their evaluation of numeracy has already been outlined. Not surprisingly, there was considerable overlap between discussion of course content and teaching methods. However, it is important to mention that one of the main issues arising was that of the use of information technology and multimedia in course delivery. This research has found that these methods are seen to be of growing importance for communication and dissemination of information between students. industrialists and educationalists in the hospitality industry, being a truly world-wide industry. One major area of discussion which has arisen in my research is the industrial placement experience. An important finding has been that despite whether the students had received a successful industrial placement experience or not, almost all agreed that industrial placement experience was an essential component of the programme. In fact the research identified that industrial placement is so important, that the government should consider funding research to investigate the value added to students on vocational programmes, with a view to extending the benefits to other subject areas before they undertake primary cost reduction by cutting funding for industrial placement in hospitality management programmes. With regard to employment issues, there were three issues that arose. First, the changing character of the hotel industry, which is likely to provide less opportunity for management development for graduates. Nevertheless, the research identified despite this trend that a very large percentage of graduates were still finding employment in hotels at the present time. Second, the limited language skills of UK graduates, which the research considers as an important negative factor for UK graduates in a time of globalisation and EU aggregation. Finally, UK educational institutions depend to some extent upon recruitment of students from overseas (full fee paying). The recessionary developments in the global economy, especially in the Far East, should give cause for some alarm by UK universities and colleges in this respect.
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Eichhorst, John. "Green Bay and Fox Valley area hospitality industry expectations of graduates from the Hospitality and Tourism Management Program from Fox Valley Technical College." Menomonie, WI : University of Wisconsin--Stout, 2005. http://www.uwstout.edu/lib/thesis/2005/2005eichhorstj.pdf.
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Horan, Patrick. "Developing an effectiveness evaluation framework for destination management systems." Thesis, Queen Margaret University, 2010. https://eresearch.qmu.ac.uk/handle/20.500.12289/7324.
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The ever-increasing use of the Web as a channel of distribution within the tourism industry naturally leads to a situation where its effectiveness needs to be examined and justified. While there is a growing realisation of the need to assess the effectiveness of a Destination Management Systems (DMS) based websites, research into this area in the tourism domain has been quite limited and narrow in focus. This situation is further compounded by the fact that currently there is little in the way of appropriate models and techniques in place to manage a DMS based websites effectively and that there is a general lack of consensus when it comes to defining and understanding its standards and concepts. This thesis describes a methodology for the development and evaluation of a comprehensive set of weighted dimensions and criteria for measuring the effectiveness of DMS based websites. Ultimately, from a DMS perspective, website effectiveness depends on how well a website performs with respect to the related business goals. The scope of the research was limited to assessing the impact of DMS effectiveness on the accommodation sector. This research began by employing a Delphi study to generate, validate and prioritise a comprehensive set of dimensions and criteria for measuring the effectiveness of a DMS. The Delphi study successfully identified a total of 12 dimensions and 105 criteria required to assess DMS based websites effectiveness. These components were incorporated into a comprehensive evaluation framework applied specifically to evaluate the effectiveness of a DMS based websites using a diverse range of approaches and perspectives. The evaluation phase of the research took place over an eight month period and concentrated on testing this framework using VisitScotland.com as a test bed. The outcomes from the evaluation phase successfully demonstrated that the framework provides DMS management with a comprehensive method to measure and manage the effectiveness of their Web presence by not only identifying areas of the website and website strategy that needed attention but also by providing advice and suggestions on how to improve these areas.
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Zheng, Qiying. "Crisis management, tourism and the Three Gorges Dam, China." Thesis, University of Central Lancashire, 2015. http://clok.uclan.ac.uk/11808/.
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Within the tourism literature, studies of crisis and disaster management in the tourism industry are relatively numerous. However, not only are most research case studies based on a Western-oriented paradigm, but also relatively few studies pay attention to tourists’ perceptions in relation to tourism crisis management. China has experienced numerous crises related to tourism in recent years and eventually coped with them. However, until the SARS outbreak in 2003 there tended to be a lack of subsequent research of crisis management. Following the completion of the Three Gorges Dam in 2009 and the successful completion of the 175-meter experimental water storage of Three Gorges Reservoir in 2010, the debates surrounding the major negative impacts of the dam on the Three Gorges region have become more intense. The transformation of environment has impacted on tourists’ experiences and perceptions, and even the number of inbound tourists. From a Western perspective, therefore, the Dam has become a ‘self-induced’ crisis for the Three Gorges area in general and for Three Gorges tourism. However, the Chinese government stresses that the Dam provides significant benefits to China’s economic development. The aim of this study is to identify appropriate strategies, within a conceptual framework of crisis management and tourism policy development, for rebuilding Three Gorges tourism in China following the completion of the Dam. Therefore, the research critically reviews the development of the Dam and existing tourism policies as a foundation for the principal research question: what are inbound tourists’ attitudes towards the Dam, and how might these inform strategic responses to the consequences of the Dam on the Three Gorges tourism? Subsequently at Stage One of this study, in addition to the secondary data collection related specifically to tourism in the Three Gorges, scoping research was conducted to elicit primary data regarding both tourism policy and planning for the region and an overview of tourists’ perceptions of the experience of the Three Gorges. Thus, the research at this stage involved two in-depth, semi-structured interviews with the supply-side stakeholders, namely, an expert specializing in Three Gorges tourism research and a high-level official from Chongqing Tourism Bureau, and semi-structured interviews with nine tourists from western countries visiting the Three Gorges. Having elicited the initial data and an overview of tourists’ perceptions of the Three Gorges Dam and the Three Gorges, it became evident that more detailed, rich data were required to inform an analysis of tourists’ perceptions of the Three Gorges and, hence, to underpin recommendations for future policy for Three Gorges tourism Therefore, an additional 17 semi-structured interviews with international tourists were conducted at Stage Two alongside a quantitative survey amongst international tourists who had just completed their trip in the Three Gorges region and were still on a cruise ship. In addition to these, an unstructured-interview with a senior tourist guide, as a supplementary source, was also conducted to further identify the international tourists’ perceptions of the Three Gorges and the Dam. The findings reveal that, from the perspective of Chinese government, the Three Gorges Dam is not considered as a self-induced crisis. Similarly, from the perspective of international tourists, the Dam has no yet caused any perceived tourism crisis. However, international tourists’ perceptions of environmental pollution indicate that water pollution in particular in the Three Gorges region is becoming worse. Such problem, if no controlled effectively, is likely to become a serious water pollution crisis in the future, affecting not only the life of local residents, but also the development of new Three Gorges tourism. Thus, in response to international tourists’ perceptions of the Three Gorges and the Dam, this research makes a number of recommendations for the development of new Three Gorges tourism. Overall, the purpose of this research is to establish a link between strategic responses, Faulkner’s framework of tourism crisis management and tourists’ perceptions of the destination in order to expand present tourism crisis management theory and models. In so doing, it adds an additional dimension to the contemporary crisis management and tourism in China literatures. The research also demonstrates the uniqueness of the case: although the Dam has been thought as a self-induced crisis created by humans, it differs from many crises, as the possible negative consequences brought by the Dam were predicted and predictable.
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Hardwell, Ashley George. "Detraditionalization and differentiation in UK rock climbing." Thesis, University of Central Lancashire, 2007. http://clok.uclan.ac.uk/21868/.
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The central theme of this study is detraditionalization and differentiation of rock climbing in the UK. The type of climbing in the UK known as traditional climbing is taken as the "pregiven or natural order of things" (Heelas, 1996: 2) and how more contemporary rock climbing types interact with traditional climbing is explored. In line with detraditionalization, the study's premise is a loss of the 'traditional approach' to climbing in favour of more contemporary practices. For the purposes of this study rock climbing in the UK is differentiated by five climbing types; traditional climbing, sport climbing, indoor climbing, assortment climbing and bouldering. The study assumes the functioning of these climbing types to be underpinned by five cultural domains: ethics, practices, motivations, subcultural identity and lifestyle identity. Cultural domains are actions, behaviours and feelings associated with different types of rock climbing. The study explores the existence of the proposed cultural domains and hypothesises that different rock climbing types appeal to participants because within these more emphasis is placed on certain cultural domains. The study has four important theoretical pillars. First, detraditionalization and differentiation are justified as important concepts. Both are associated strongly with superficial and deeper meanings within the study. Second, an historical perspective adds context to the study and affirms the differentiated nature of UK rock climbing at a number of levels. Here, the 'great divide' (Donnelly, 2003) between traditional climbing and sport climbing is scrutinised and a history of traditional climbing developed. An exploration of values in rock climbing as well as its wider societal context forms the third theme. Subculture forms the final theoretical pillar where contemporary post-subcultural studies are explored and rock climbing differentiation aligned with a postmodern perspective. The study has two research phases: the quantitative phase is positivist in paradigm and seeks to establish a baseline for the study through establishing cultural domain existence. The qualitative phase observes their manifestation. A Liked style questionnaire was designed in the first study phase based on the initially identified cultural domains with 639 responses received from rock climbers categorising themselves into one of five given climbing types. Factor analysis did not substantiate the proposed five cultural domains. A more complex domain structure was evidenced with all sub-groups clearly showing differences in cultural domain priority. The qualitative phase observed cultural domain manifestations of fifteen climbers, twelve of whom may be described as primary subculture members (Donnelly, 1981). Four qualitative tools were developed: participant observation; recorded discussion; snapshot camera work and visual diaries. The qualitative phase tells the participants' story. Their life worlds are reflected upon using the four tools and a strong narrative exists that is the participants' climbing lives. Both research phases reveal complexity of cultural domain by climbing type and new taxonomies were offered as more accurate representations. Congruence between study phases was recorded developing three important cultural domain issues for future consideration. First, cultural domains of traditional climbing are markedly different because of the difficulty of focusing on the physicality of climbing given the nature of ascent. In contrast, contemporary climbing types (bouldering, sport and indoor climbing) easily identify with physicality and concentrated on climber's technical ability to complete difficult rock climbing sequences in relative safety. Physicality represented an important reward for contemporary climbers, whereas for traditional climbers, being in the outdoors, and the holistic experience associated with this, was held in high regard. The outdoor experience was less important in other types of climbing Second, skills of traditional climbing developed through an 'outdoor apprenticeship' are attached to specific outcomes embedded in the natural environment. It forms an essential element of safe traditional climbing practice, particularly if mountain crags are preferred. For sport climbing, indoor climbing and bouldering many of these skills are no longer necessities. This is linked strongly with a more utilitarian value base underpinning cultural domains in contemporary climbing. Finally, the complexity of the 'great divide' (Donnelly, 2003) involving other rock climbing types as well as sport climbing and traditional climbing is recognised. Assortment climbers are seen as the conduit through which climbers with broad experience may regularly bridge the great divide given the necessary skills and inclination. Assortment climbers are underrepresented in this study and account for a growing number of climbers with a flexible approach to rock climbing. Establishing cultural domains by climbing type in rock climbing remains complex. While there is a clear distinction of cultural domain manifestation in traditional rock climbing compared with contemporary rock climbing types, the common notion of what constitutes a legitimate ascent across all rock climbing types still rests within a traditional climbing interpretation. The study recommends further exploration of the interplay between identifiable rock climbing types in the UK.
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Cock, Don. "Development of REFERQUAL : an instrument for evaluating service quality in GP exercise referral schemes." Thesis, University of Central Lancashire, 2006. http://clok.uclan.ac.uk/21817/.
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Evidence concerning the benefits of physical activity to health is well established. Despite this extensive evidence, the vast majority of the population remains insufficiently physically active to elicit meaningful health gain. Exercise Referral Schemes (ERSs) have been operating in this country since the early 1990s. However, despite continuing expansion in the number of schemes nationwide, `success', in terms of long-term adherence to physical activity by clients has not been achieved. Extensive evidence in the literature suggests service quality may impact on clients' decision to adhere. However, this concept has not previously been applied to ERSs, assuring the originality and contributory potential of this investigation This thesis aims to investigate the factors affecting retention rates in ERSs. Furthermore, this investigation seeks to develop an understanding of the relationship between service quality and adherence in this setting. Five schemes comprising diverse operational management systems are evaluated via a new assessment tool, completed by 1024 respondents. This quantitative data is supported and extended by qualitative data drawn from a range of key stakeholders collected via 10 interviews and five focus groups. Results suggest clients do not generally perceive service quality to be problematic; however, significant differences between adherence groups and schemes offer insights into issues affecting retention. The nature of the relationship between client and exercise professional appears to represent one of the most notable `keys' to retention. Many clients seek a medical solution to health problems and perceive an exercise professional to be the poor relation of a GP. The fundamental importance of the potential for other exercisers to contribute to the support of clients is also highlighted and discussed. Site-specific issues, time to exercise and client stereotypes of the gym environment also feature as possible determinants of adherence. Considerable further research is needed to build upon these results. Possible avenues for such studies are also discussed.
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Sorensen, Matthew J. "Industry expectations of tourism and hospitality management education at Mount Saint Vincent University." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 2000. http://www.collectionscanada.ca/obj/s4/f2/dsk1/tape3/PQDD_0017/MQ49234.pdf.
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Song, Haitao. "Information management in the travel industry: The role and impact of the Internet." Thesis, University of the Western Cape, 2005. http://etd.uwc.ac.za/index.php?module=etd&action=viewtitle&id=init_6662_1178282746.
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In this information age, the Internet has found a role in various industries such as transportation, advertising, etc. The travel industry, in which communication between travellers and travel service providers is a very important component, has as much potential as any other industry to make full use of this new medium. Already, most travel agencies and travel service providers promote their products and services using web sites. Searching for information online is now seen by many people as a way to save time and cost, especially in their travel activities. In order to fully deploy the Internet within the travel industry, understanding the use of the Internet in tourism is critical. This research sets out initially to examine the role and the impact of the Internet in the whole of the travel industry. But in order to define an achievable scope of work and because of its importance in South Africa at this time, tourism within the travel industry was chosen as the focus of the work.
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Safari, Ernest. "Perceptions of the accomodation sector regarding the tourism value chain with specific reference to the Western Province of Rwanda." Thesis, Cape Peninsula University of Technology, 2011. http://hdl.handle.net/20.500.11838/1600.
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Thesis ( M Tech( Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2011This study investigates the perceptions of the accommodation sector regarding the tourism value chain in the Western Province of Rwanda. The fact that the study could assist local communities with poverty alleviation in Rwanda has raised the issue of how the perceptions of the accommodation sector could be used to enhance the value chain so that it would benefit all the participants in the industry in that province.The study is undertaken to improve the understanding of the perceptions held by accommodation service providers regarding the tourism value chain. In order to achieve this, the researcher set out to gain a greater knowledge of tourism development planning, as well as to investigate the possible socio-cultural, economic and political impacts that could follow the effective implementation of the tourism value chain on the accommodation sector. Both the positive and the negative impacts of a tourism value chain on the local communities in Western Province of Rwanda were examined.In terms of the national tourism policy, tourism has become a priority. It is regarded as an economic activity that can contribute more than any other sector to poverty alleviation. This study therefore examines the current perceptions held by the practitioners of the industry as they develop tourism products and services in the country. In addition, the study examines the key benefits and concerns of the accommodation establishments about the tourism value chain
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Yupa, Nanthachai Riegle Rodney P. Padavil George. "Desirable competencies for hospitality educators in Thailand a Delphi approach /." Normal, Ill. Illinois State University, 2002. http://wwwlib.umi.com/cr/ilstu/fullcit?p3064535.
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Thesis (Ph. D.)--Illinois State University, 2002.Title from title page screen, viewed January 24, 2006. Dissertation Committee: Rodney P. Riegle, George Padavil (co-chairs), Barbara Heyl, Mohamed Nur-Awaleh, Somchai Hiranyakit. Includes bibliographical references (leaves 123-129) and abstract. Also available in print.
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Damrongphol, Shuensuda. "Factors influencing undergraduate students in the selection of a major in hospitality and tourism management at the University of Wisconsin-Stout." Online version, 1997. http://www.uwstout.edu/lib/thesis/1997/1997damrongphols.pdf.
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Ackerman, Lindsay Marie. "Consumer Perceptions of Sustainability in the Cruise Industry." FIU Digital Commons, 2015. http://digitalcommons.fiu.edu/etd/1911.
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This thesis addresses the lack of available research regarding consumer perceptions of sustainability in the cruise industry. The study was conducted by administering an anonymous online survey with cruise message board participants and social media users. The survey was available to all consumers, including consumers who have not cruised. The survey focused on general reasons a consumer books a cruise, consumer travel behaviors, sustainability of the cruise industry, and sustainable factors that may impact a consumers’ choice of a cruise line. The goal of this research was to determine any patterns and trends that may emerge regarding consumer perceptions. The findings of the study showed cruise history and demographics have influenced consumer views on sustainability in the cruise industry.
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Plentz, Renata Soares. "Dialética da hospitalidade: caminhos para a humanização." reponame:Repositório Institucional da UCS, 2007. https://repositorio.ucs.br/handle/11338/213.
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A presente investigação utiliza como método a Dialética-histórico-estrutural para analisar a apreensão teórica das práticas de hospitalidade. O estudo de caso escolhido é a cidade de Caxias do Sul -RS, incluindo a sua transformação históricosocial recorrente às mudanças na sociedade caxiense e, como recorte de análise, utiliza-se a Festa da Uva. A hospitalidade é muitas vezes sinônimo de gestão hoteleira e de atendimento com qualidade no setor turístico, limitando, esse contexto, a compreensão da complexidade estabelecida no tempo de encontro entre visitantes e visitados, como um processo de ênfase voltada a um saber-fazer humano. A hospitalidade é mais subjetiva e valoriza o sujeito nas relações. Ela pode ser vivenciada, mas dificilmente treinada, pode proporcionar o acolhimento e o convívio entre os seres humanos.Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-05-14T19:40:32Z No. of bitstreams: 1 Dissertacao Renata S Plentz.pdf: 1269824 bytes, checksum: 114a6f32aaf58bac1641d8cd9c906c95 (MD5)
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Theoretical apprehension of hospitality practices has minimized the way hospitality is treated. It has become a synonym for hotel management and quality service in the tourism sector. Consequently, these actions have limited the understanding of the complexity established during the time hosts and guests interact to an emphasis process focused on a human know-how. This research project investigates the hospitality conception in the city of Caxias do Sul, RS, Brazil, including its historic social transformation originated from changes in the city's society. The Grape's Festival is used as cross section for analisys.
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Budiakova, Olena. "Management of personnel in the tourism and hotel and restaurant business of the hospitality industry." Thesis, Луцький національний технічний університет, 2021. https://er.knutd.edu.ua/handle/123456789/19412.
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The importance and role of tourism in our time for the development of the economy of states, meeting the needs of the individual, the mutual enrichment of social ties between countries cannot be overestimated. A feature of the current stage of development of domestic tourism is the focus on expanding inbound tourism and the domestic market of tourist services.
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Baume, Georges Jean Roger. "Tourism and hospitality management education in Australia : development of a conceptual framework and model for the 21st century." Title page, contents and abstract only, 1999. http://web4.library.adelaide.edu.au/theses/09PH/09phb3471.pdf.
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Bibliography: leaves 305-335. Investigates the rapid expansion, growth, and perceived quality and viability of tourism and hospitality management education. Argues that there are doubts as to whether tourism and hospitality management education is changing according to the needs of industry and the requirements of future managers. An analysis of tourism and hospitality programs in Australian colleges and universities is conducted. Results from the analysis support the proposition for a change of direction in graduate tourism and hospitality management education, and demonstrate a general agreement in terms of content and structure.
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Efthymiou, Marina. "Challenges in aviation governance : implementation of Single European Sky and EU Emissions Trading Scheme." Thesis, University of West London, 2016. https://repository.uwl.ac.uk/id/eprint/3239/.
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Traffic growth, capacity constraints, climate change and the necessity to develop a more cost efficient system led to an ambitious initiative to reform the architecture of airspace management. This initiative, launched by the European Commission (EC), is called Single European Sky (SES). The four Key Performance Areas (KPAs) of SES are environment; cost efficiency; capacity; and safety. In the environment KPA Performance Indicators for Air Navigation Services Providers (ANSPs) are established to ensure that improvement in sustainability is achieved. In addition, aviation is included in the European Union's Emission Trading Scheme (EU ETS): the EC sets limits on CO2 emissions and provides economic incentives to airlines to reduce emissions by establishing a market-based trading system. EU-ETS can be used to simultaneously promote economic efficiency and achieve environmental goals on a sustainable basis. The PhD research examines the existence of cancel-out effects between supply-led, i.e. SES, and demand-led management, i.e. EU ETS, policies by following a holistic approach. Environmental economics theory and industrial economics are applied to identify factors that have a significant influence on the two policies. Interestingly, and in spite of common objectives, the two schemes are governed by different bodies, which may fail to streamline their communication process. Hence, the PhD thesis also addresses the issue of governance and its possible failure regarding the full implementation and efficiency of the schemes. From a methodological perspective, Delphi is conducted in two rounds to encapsulate policy complexity at an in-depth level. The target population comprises stakeholders involved in SES and EU ETS. To select candidates purposive and snowball sampling was used. Thus, the sample consists of 39 senior managers/experts from Civil Aviation Authorities; ANSPs; aviation-related organisations and institutions; and airlines. Based on the results of the Delphi and building on its theoretical background, the PhD thesis then develops a conceptual model to address governance failure, thus effectively linking supply- to demand-oriented aviation policies in a holistic manner.
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Chang-Hui, George Yang. "A study of foreign visitors, their motivations and impact on tourism development in Taiwan." FIU Digital Commons, 1988. http://digitalcommons.fiu.edu/etd/2110.
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The purpose of this research project was to analyze the reasons why foreign tourists visit Taiwan and their impact on the tourism industry in Taiwan.
The descriptive survey method was mainly derived from primary data sources. However, secondary data was used to supplement the primary data sources.
The study was concluded by supporting the hypothesis. The hypothesis stated that the attitude and the motivation of foreign tourists is identifiable.
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Collier, Eric. "Managing disciplinary application in the hotel industry." Thesis, Cape Technikon, 2004. http://hdl.handle.net/20.500.11838/1587.
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Thesis (MTech (Tourism and Hospitality Management)--Cape Technikon, Cape Town, 2004The problem of managing discipline in the hotel industry ranges from senior managers failing to manage discipline correctly, to junior/middle managers having insufficient practical experience and confidence to discipline effectively and justify the decisions they have made. Senior managers therefore lack confidence in junior/middle management's ability to manage discipline. The objective of this study is to provide senior management with simple, workable solutions to manage discipline correctly. This will enable senior management to delegate the management of discipline to junior/middle management correctly; to improve the confidence of junior/middle management in the management of practical discipline; to improve the confidence level of senior management in the ability of junior/middle management to manage discipline; and to .improve the ability of junior/middle management to correctly and confidently justify disciplinary decisions they have made. The study recommends that: senior management should take the lead and initiative to allocate time with junior/middle management to plan how to manage discipline effectively; the success of senior management's performance should be measured by how well junior/middle management achieve the performance competence to formally and practically manage discipline; senior management should provide structured feedback, coaching and counselling to junior/middle management on their performance; and senior management should coach junior/middle management on how to justify disciplinary decisions. The cost of this change, namely, coaching and influencing people, is not monetary, but one of commitment. It is the choice senior management should make. The choice is to want control or to coach, namely, to use power to change or influence change, to compel or develop people to take responsibility and ownership for what they were employed to do.
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Urie, Gavin John. "Pop-ups, meetups and supper clubs : an exploration into Online Mediated Commensality and its role and significance within contemporary hospitality provision." Thesis, Edinburgh Napier University, 2016. http://researchrepository.napier.ac.uk/Output/995625.
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This thesis introduces the concept of Online Mediated Commensality (OMC) as an example of contemporary hospitality provision. Since the beginning of the twenty-first century an increase of exchanges of hospitality being mediated using online technologies has changed the way in which individuals interact and challenges the traditional boundaries between strangers. While some research has been done on accommodation, little has been researched on the interactions around the meal and the online mediation of experiences. The aim of this research is to explore the role and significance of OMC and its place in contemporary hospitality provision. Through a detailed review of academic literature on concepts relating to commensality, hospitality, alternative economies and home, a conceptual understanding of the phenomenon was achieved. Due to the paucity of research on the OMC phenomenon, a review of recent non-academic and anecdotal sources (newspaper articles, reviews, books relating to experiences of OMC) was used scope the phenomenon's contemporary significance. Due to the exploratory nature of this research, and the social nature of the phenomenon, a qualitative approach to research is used to gain insight into the interactions, behaviours and social practices of those participating. Two stages of research material collection are used (Autoethnographic Participant Observation and Discussion-style Interviews) to critically understand and interpret the phenomenon. The findings identified a number of social practices around the shared meal. Interpretations of the phenomenon resulted in the identification of the ‘Home-food Economy', in which OMC is placed, which embodies and embraces ethical, shared and innovative dimensions of an alternative economy. Attractions of the phenomenon are identified as being that it is different to mainstream hospitality provision and is strongly associated with ‘traditional' norms and values relating to family, background, nationality and identity. Interactions and social practices are identified as being fleeting, transient, momentary experiences of hospitality which rarely transcend the setting of the meal. These interactions are conceptualised within a proposed ‘Social Interaction Capital', which represents the nature of social interactions experienced as well as its presence within a liquid, fluidly mobile contemporary society. The study has identified a social phenomenon which is constructed within the confines, conditions or thresholds of hospitality. In terms of future implications, this thesis suggests that while OMC will not achieve prominence over mainstream hospitality provision, it will continue to develop and grow in popularity for those who are interested in the more alternative, socially orientated experiences of hospitality and the meal. Further research on OMC could take a global perspective and highlight any cultural/social differences relating to commensality and its online mediation. Similarly, Social Interaction Capital could be further elaborated on in a range of hospitality settings to articulate its reach and contextualisation within hospitality studies and its place within contemporary society.
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Ju, Jeongeun. "Korean Students' Perceptions of the Effectiveness of their Internship Experiences in the Hospitality Industry in Korea." Thesis, University of North Texas, 1997. https://digital.library.unt.edu/ark:/67531/metadc278968/.
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This research study assessed Korean students' perceptions and overall satisfaction levels regarding the effectiveness of their hospitality internship experiences. Relationships with demographic characteristics were identified. The sample was comprised of 74 senior-level university students enrolled in hospitality and/or tourism management programs who were completing an internship in Korea. Generally, students exhibited low agreement levels on the internship program aspects being investigated. Previous work experience was the most common factor influencing students' perceptions of their internship experiences. Agreement levels increased with length of prior work experience. Type of internship workplace, expectation of an employment offer, age and gender were found to influence students' perceptions of the internship experiences.
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Hirvonen, Anu. "Vermittlung von Informationskompetenz in den Studiengängen Hospitality und Tourism Management der Internationalen Fachhochschule Bad Honnef: Stand und Entwicklungsperspektiven." Köln Bibliothek der Fachhochschule Köln, 2009. http://d-nb.info/999143131/34.
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Southerland, Mary Goodman. "Comparison of the implementation of a high school hospitality and tourism program and the food service employment needs in Washington County, Tennessee." [Johnson City, Tenn. : East Tennessee State University], 2003. https://dc.etsu.edu/etd/770.
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Thesis (M.S.)--East Tennessee State University, 2003.Title from electronic submission form. ETSU ETD database URN: etd-0404103-083420. Includes bibliographical references. Also available via Internet at the UMI web site.
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Tang, Tricia. "A comparative analysis of college student spring break destinations an empirical study of tourism destination attributes." Honors in the Major Thesis, University of Central Florida, 2012. http://digital.library.ucf.edu/cdm/ref/collection/ETH/id/626.
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The tourism industry has become one of the fastest growing sectors in the world's economy, contributing 9.1% of world GDP and more than 260 million jobs worldwide (World Travel & Tourism Council, 2011). The U.S college student market has emerged as major segment within this sector, generating approximately $15 billion on annual domestic and international travel. Among the various travel patterns of college students, they are most highly motivated for spring break travel, with more than two million students traveling per season (Bai et al., 2004; Borgerding, 2001; Reynolds, 2004). This research, through surveying college students majoring in hospitality and tourism management, analyzed the significance of college student perceptions of key spring break destination attributes. A total of 281 usable responses were subjected to the Principal Component Analysis that generated six dimensions: Breaking Away, Sun and Beach, Safety and Hygiene, Psychological Distance, Price and Value, and Social Exploration, comprised of 24 key attributes that influence a college spring breaker's destination selection decision. An Importance-Performance Analysis (Martilla & James, 1977) was conducted based on the respondents' assessment of attributes on five of the six dimensions. The results of the IPA allowed comparison of the top four most visited destinations identified by the respondents: Daytona Beach, South Beach Miami, Panama City Beach, and Clearwater Beach/Tampa. The study findings may provide valuable implications for destination service providers to improve their destination's appeal in this highly competitive and lucrative market. Future research on college spring break groups located in different geographic locations within the country is highly encouraged to better understand the general characteristics of this market.B.S.
Bachelors
Rosen College of Hospitality Management
Hospitality Management
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Williams, Kristyn. "A SWOT Analysis of the Lodging and Tourism Industry in New Orleans." ScholarWorks@UNO, 2018. https://scholarworks.uno.edu/honors_theses/119.
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The objective of this paper is to analyze the resiliency of the New Orleans lodging and tourism industry by conducting a SWOT analysis. A SWOT analysis is composed of four key parts: the internal influences that are the strengths (S) and weaknesses (W) and the external influences that are the opportunities (O) and threats (T). New Orleans is characterized by the ability to use its internal strengths to drive growth in its lodging and tourism market. The main internal strengths I identified were the city’s strong cultural identity, and destination attractiveness in both the convention and leisure markets.
However, New Orleans also has internal weaknesses that adversely affect the perception of the city: cultural arrogance, crime and cleanliness. Externally, the city is presented with several opportunities to become one of the top tourist destinations both nationally and internationally. The marketing opportunities available to New Orleans are through the New Orleans Tourism Marketing Corporation, the healthcare and film industries, and the city’s accessibility. The city’s reach is limited by several key threats, such as short-term rentals, competing markets such as Charleston and Atlanta, and natural disasters that could disrupt New Orleans’ position as one of the top visitor markets in the United States.
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Tiller, Tina Rønhovde. "Exploring the relationship between tourism and concern for the global natural environment : a case study of Wellington residents : a thesis submitted to the Victoria University of Wellington in fulfilment of the requirements for the degree of Master of Tourism Management /." ResearchArchive@Victoria e-Thesis, 2010. http://hdl.handle.net/10063/1299.
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Sutton, Carley. "The applicability of the Human Sigma Model to service quality management in the UK tourism industry : an operational analysis." Thesis, University of Central Lancashire, 2014. http://clok.uclan.ac.uk/10638/.
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The dominant focus in the service quality literature in general, and within the tourism and hospitality sector service literature in particular, has been on the drivers of customer-perceived service quality. That is, although the role of front-line employees in service quality has been acknowledged, few studies have actually identified the factors linked to the service encounter from the perspective of both the provider and customer. In practice, the role of front-line employees in service firms tends to be underappreciated, with the lowest paid, less experienced and trained ‘put’ on the front-line. Therefore, managing and measuring the employee-customer encounter becomes a vital determinant of service quality management. Consequently, there is need for more in-depth research from the perspective of both parties in service encounters. Traditionally, research into service quality has been undertaken from the perspective of a person’s (customer’s) satisfaction within service encounters through the expectancy-disconfirmation theory. Indeed, this has been one of the main concepts for assessing satisfaction (Oliver, Rust and Vark, 1997), including the well-known SERVQUAL scale for measuring service quality (Parasuraman, Zeithaml and Berry, 1988). However, a more recent focus on measuring and managing service quality through the service encounter and, ultimately, on business improvement has adopted a new approach: Human Sigma (Fleming and Asplund, 2007). This new approach has signified a shift away from isolated employee and customer satisfaction scales, described as meeting expectations, to an examination of the more powerful and emotional dimensions of engagement which are holistically measured and managed. This, in turn, can facilitate organisations in remaining highly competitive in attracting and retaining both customers and employees. Given, therefore, that this new approach has the potential to have a positive impact on service organisations in their quest to improve service quality, the purpose of this thesis is to explore the concept of Human Sigma within the context of the hospitality sector. More specifically, focusing on the UK tourism industry, which is primarily comprised of small to medium sized enterprises (SMEs), the purpose of this thesis is to appraise critically the philosophy of the Human Sigma concept of business improvement and to apply the Human Sigma model in a single service context, a UK tourism SME. Subsequently, in order to fully determine the applicability of Human Sigma, a postal questionnaire survey is first conducted amongst the managers of tourism SMEs to establish the extent of the utilisation and contribution of service management tools, techniques and approaches within contemporary small to medium businesses. Following, in-depth interviews are conducted with two key informants in order to enhance knowledge and understanding of the principles and practices of Human Sigma. Building on these results, the third and principal stage of the research applies the Human Sigma model in an operational analysis within a tourism SME. As a consequence, the research not only identifies potential limitations inherent in the Human Sigma model but also, and most significantly, enables the development of a new conceptual model and instrument for measuring and managing the service encounter. The thesis concludes by exploring the implications of this research for service managers and the future of service quality management.
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Ewoodzie, Kwesi Arkoh. "International standards, local flavors: the experiences of Ghanaian employees in multinational-enterprise hotels." Diss., University of Iowa, 2017. https://ir.uiowa.edu/etd/5751.
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This dissertation sheds new light on the well-recognized globalization phenomenon by examining its socio-cultural component. The literature assumes that the “global village” will simply emerge once the legal and technical obstacles have been overcome. However, the merging of cultural and social practices is not an effortless process. I set out to uncover how complex such socio-cultural exchanges are with a 12-month ethnography project. I examine Multinational Enterprise (MNE) in the hospitality industry, which serve as a hub for border-crossing cultural exchanges. Specifically, I focus on Ghanaian-MNEs where international consumers expecting to receive international (Western culture) standards of customer service from the Ghanaian staff. My data show that the Ghanaian-MNE workplace is filled with cultural clashes that stem from MNEs tendency to use an integration model (maintain international standards) in regard to customer service experiences but use a differentiation model (adapt local cultural practices) in regard to human resource management (HRM). The clashes leave the staff dissatisfied with the workplace which negatively impacts their workplace performance. Given the labor, cultural, and emotional demands of the work, my study concludes that Ghanaian-MNEs should adapt strategic HRM tactics, as discussed in the international management literature, to gain a competitive advantage in their field. The findings from this study strongly establish the complexity of border-crossing cultural exchanges. Continuing to examine the dynamics of how individuals and organization come to adapt new cultural practices improves our understanding of the spread of globalization as well as a multitude of within organization processes.
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Williams, Kim Marianne. "An investigation of the professional development practices of vocational education and training educators in the tourism and hospitality sector." full-text, 2008. http://eprints.vu.edu.au/2024/1/williams.pdf.
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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.
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El-Mansouri, Ahmed. "Impact of culture on perceptions of service quality : a comparative study of British and Arab hotel guests in Egypt." Thesis, Southampton Solent University, 2010. http://ssudl.solent.ac.uk/1187/.
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This study is set within the context of the tourism and hospitality sector in Egypt, a popular and expanding tourism destination in the Middle East/North Africa. The study specifically investigates the impact of culture on expectations and perceptions of service quality in hotels. In the literature it has been pointed out that there is a shortage of studies focusing on the impact of culture on service quality. What research has been done generally indicates that expectations of service quality by an individual may vary according to whether that person is from a high or low power distance, and whether from a high context or low context, cultural background. With increasing competition in the hospitality sector service quality could be an important factor in gaining competitive advantage, and understanding cultural differences and can be helpful in dealing with customers from different backgrounds. Following a positivistic methodology and quantitative methods, an adapted version of the SERVQUAL questionnaire was administered to Arab and British hotel guests in Sharm El-Sheikh, Egypt. Consequently 504 correctly completed copies were analysed using hypotheses testing and correlation analysis. To the five dimensions of SERVQUAL- tangibles, empathy, responsiveness, assurance and reliability-a sixth dimension of sustainability was also added. This was a novel idea. The findings showed that Arabs had, overall, lower expectations and perceptions of service quality than the British guests. This showed that there is a relationship between expectations of service quality and culture but that the finding could not be explained in terms of Hofstede’s cultural dimensions as the literature review generally suggests. Follow up interviews with hotel guests showed that the lower expectations of Arabs in general and Egyptians in particular, could be the result of their beliefs that Westerners are always treated better than Arabs by the hotel staff. The findings also show that environmentally friendly practices by hotels can be added as a dimension to SERVQUAL in respect of the hospitality sector.
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Godlewska, Marta. "EVENT PLANNERS' RATINGS OF DESTINATION SELECTION VARIABLES: A COMPARISON BETWEEN MEMBERS OF THREE PROFESSIONAL ASSOCIATION G." Master's thesis, University of Central Florida, 2006. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/3093.
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Several researchers have attempted to understand the destination selection criteria that are important to event planners (Crouch & Ritchie, 1998; Getz, 2003; Oppermann, 1996). However, an examination of the previous studies indicated that only limited understanding of the destination selection criteria has been provided. There is little research that compares event planners belonging to different professional associations and their rating of destination selection criteria. This study examined the differences that exist between three groups of event planners in rating thirteen destination selection variables. The study provides more understanding in the search of an optimal combination of destination selection mix based on multiple dependent variables. This study found significant differences in ratings of five out of thirteen destination selection variables by event planners who were the members of three different associations. Therefore it is providing a valuable contribution to the existing body of literature. From a practical standpoint, this study can help by providing information about how planners of different events feel about certain destination criteria at the time a destination selection is made. All parties with a vested interest in the event industry may use this information to appropriately position their services in the market and tailor their products to better compete for the limited number of events in an environment where the space to host such events continues to grow.M.S.
Other
Rosen College of Hospitality Management
Hospitality and Tourism Management
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Amoah, Felix. "Customer satisfaction with the guesthouse experience in Ghana." Thesis, Nelson Mandela Metropolitan University, 2016. http://hdl.handle.net/10948/6073.
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Guesthouse accommodation plays an important role in Ghana’s hospitality industry and was therefore the focus of this study as little research dealing with guesthouses in Ghana could be found. The number of guesthouses in Ghana continues to grow and they thus represent an important alternative to hotels. However, these establishments seem to perform poorly and face several challenges such as lack of managerial knowledge, insufficiently skilled employees, poor interaction with customers, and criticisms of the provision of low quality service. The main reason for undertaking this research was to provide guesthouse managers in Ghana with information that might assist them in making decisions about the experience they offer. Such knowledge could make this type of accommodation more competitive and eventually help the hospitality sector in Ghana attract tourists and grow. It is imperative that guesthouses focus on the experience they offer, because contemporary tourism and hospitality literature suggest that successful businesses require a shift from functional and financial interests to a more profound focus on total experiences which embody emotional aspects. It is thus argued that, if guesthouse managers in Ghana do not know how their guests perceive their guesthouse experience, they might make costly mistakes and allocate resources to aspects that already provide quality and value in a functional sense, instead of those elements perceived as providing quality and value in the total experience. Two dominating concepts, namely experience quality and experience value, formed the basis of the examination of guests’ experience with the guesthouses in Ghana. In addition, the relationships between the experience and satisfaction were also investigated. Four experience quality dimensions, namely hedonics, peace of mind, involvement, and recognition, and seven value dimensions were examined. The experience value dimensions included atmospherics, enjoyment, entertainment, efficiency, excellence, escape, and economic value. A proportional stratified random sampling procedure was followed to select the guesthouses for the study. Thereafter, a structured questionnaire was distributed to the guesthouse guests selected by means of convenience sampling. Five hundred and forty one useable questionnaires were received. The guesthouse guests formed the primary sampling unit for this study. The results of the empirical study showed a strong positive correlation between all the dimensions of experience quality and experience value, while the factor analysis confirmed that all these dimensions loaded on a single factor. Therefore, experience quality and experience value cannot be separated, and the resulting single multi-dimensional factor was subsequently renamed, overall experience. The results also indicated a positive relationship between hedonics, peace of mind, involvement, recognition, atmospherics, enjoyment, entertainment, efficiency, excellence, escape, economic value, and overall satisfaction. The inferentially established rank-order of the dimensions contributing to satisfaction can guide managers when allocating resources. Overall, atmospherics was ranked first, followed by economic value. Escape was the lowest ranked dimension. In addition, it was found that, except for escape, all the experience dimensions were perceived as basic satisfiers. This implies that guests will be dissatisfied when provision of these dimensions is inadequate. With regard to escape, listed as a performance factor, guests will be satisfied when performance is improved and dissatisfied when performance is low. A positive relationship was also found between overall experience and overall satisfaction. The latter include the likelihood of return and recommending the guesthouse to others. Finally, structural equation modelling confirmed a model representing the 11 experience dimensions (hedonics, peace of mind, involvement, recognition, atmospherics, enjoyment, entertainment, escape, efficiency, excellence, and economic value) and the relationships between overall experience and overall satisfaction pertaining to guesthouses in Ghana.
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Sato, Mikihiro. "The Role of Physically Active Leisure in Enhancing Well-Being." Diss., Temple University Libraries, 2014. http://cdm16002.contentdm.oclc.org/cdm/ref/collection/p245801coll10/id/292598.
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Tourism and SportPh.D.
Using an ecological perspective, the current research developed a theoretical framework that suggests that environmental and personal resources related to physically active leisure, as well as the interactions between them, contribute to well-being. A distance-running event was examined as an environmental resource for enhancing global life satisfaction, a key measure of subjective well-being. In contrast, the constructs of behavioral involvement and psychological involvement were used to measure personal resources resulting from physically active leisure. The proposed framework was tested with a set of three studies in which participants were recruited through a survey panel from a 10-mile distance-running event in the US. Study 1 performed a partial least squares structural equation modeling analysis to examine whether the distance-running event contributed to behavioral and psychological involvement and whether such involvement, in turn, promoted global life satisfaction. By using longitudinal data over a 5-month period, Study 2 used a latent growth modeling approach to investigate whether the distance running event was able to enhance participants' psychological involvement and whether such change promoted global life satisfaction. Study 3 conducted a moderated mediation analysis to examine the influence of personality, behavioral and psychological involvement, and two environmental resources of the distance running event and an organized running club on global life satisfaction. The results of the three studies suggest that a distance-running event can serve as an environmental resource that promotes participants' behavioral involvement and psychological involvement in the activity. The results also indicate that psychological involvement plays an important role in promoting global life satisfaction, whereas behavioral involvement may be insufficient to promote global life satisfaction. Overall, the current research contributes to the sport management and leisure literature by providing scholars with a new way of understanding the benefits of physically active leisure. The findings from the current research also provide practical implications for government and community leaders to enhance people's well-being by promoting physically active leisure in their cities and communities.
Temple University--Theses
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Nocanda, Xolani Wittleton. "Web-based business positioning : an investigation in the tourism industry." Thesis, Stellenbosch : Stellenbosch University, 2011. http://hdl.handle.net/10019.1/19797.
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Thesis (MBA) -- Stellenbosch University, 2011.The use of the web-based technology to conduct business has been growing in many industries globally, this has been the case in the tourism industry. The growing popularity of the web-based technology can be attributed to the benefits it brings to the tourism industry. The study has look into the overall benefits brought by the web-based technology in the tourism industry and how it can be further exploited to benefit the organizations. The application of the web-based technology has included the introduction of the website. The website has given companies exposure to the global market and has been a platform for conducting marketing activities. The website has been used extensively in the tourism industry as a source of information. The website has enabled travel consumers purchase tourism products and services. Having a website may not be sufficient in meeting an organisation’s intended objectives. Many companies in the tourism industry are making use of the website, hence the use of website in search engines has become competitive. Companies need to implement website optimisation techniques to benefit both the travel suppliers and travel consumers. To conduct the organisations marketing activities successfully, the websites needs maximum exposure to the target audience. This can be achieved through the website design aimed at ensuring that the website is highly ranked by search engines. Added features like video, up to date information and photos add value to travel consumers. Through these features travel consumers are able to understand tourism products and services, and hence make informed decisions. The study has looked at the application of the web-based technology in four sectors of the tourism industry in South Africa. These are attraction, accommodation, tour operators and transport. Suppliers in each sector were selected for analysis and they are: - in attraction, Kruger National Park and Hluhluwe Game Reserve; - in accommodation, Hilton hotel and Southern Sun hotel; - in tour operator, Thompson Holiday and Tourvest; and - in transport, Kulula, South African Airways, Avis and Europcar. Suppliers in the tourism industry in South Africa were found to use the website for the following reasons: - Provides information about the organisation and its products and services. - Used as a marketing tool: The website is used to facilitate communication between the travel supplier and the travel consumer. It is also a platform to sell tourism products and services. - Used to enhance collaboration in the industry. Collaboration through websites has resulted in a better supply chain. Customers have been able to buy one package including the airline ticket, accommodation and car hire using one website. - Used to conduct business transactions: Customers have been able to make bookings and reservations and payments through the website. - Used to attract customers to the organisation’s products and services. Attractive features such as photos and videos have been included in the website. The Safari Company is a tour operator in South Africa. Using web-based technology; the company has changed its business model to be able to serve its customers better. The company has developed a new website that adds value to both travel suppliers and travel consumers. Travel suppliers are able to market their services and products through the website. The website provides travel consumers with the latest information and expert advice in tourism products in the Southern and Eastern Africa. The Safari Company website has been a platform for the company to communicate its social responsibility with the global community. The Safari Company donates 10% of its revenue to an organization called Touch the Land. Touch the Land is a foundation that implements projects in Southern and Eastern Africa aimed at poverty alleviation.
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Berggren, Ek Alma, and Ella Espling. "Sustainable Stakeholder Framework for Hotels : Supporting Sustainable Tourism Management in Vlora, Albania." Thesis, KTH, Energisystem, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-298045.
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This study aims to create a sustainable tourism stakeholder framework for hotels in Vlora, a popular tourist destination in southeast European country Albania. As tourism is one of the major driving forces towards better social and economical conditions in Albania but simultaneously poses threats towards nearby ecosystems and protected areas, local traditions and cultures and small suppliers, the importance of sustainability in the industry has risen as a top priority. Conducted on behalf of UNDP Albania, the stakeholder framework aims to function as an outline for a sustainable management plan, leading to future eco-certi cation for hotels. The stakeholder framework, which includes five-key stakeholder categories; operational, employees, clients, suppliers and local community, each with well tested CSR-practices linked to them, aims to promote sustainable development for the entire destination. The hotel, placed in the center, isused as a driving force towards closer collaborations with other stakeholder categories. The framework was tested on Vlora's largest hotel actor, Regina Hotel Group, through a questionnaire and interviews with four top management executives. The key findings show that Regina Hotel Group has come far in their social sustainability, in particular regarding employees and local suppliers, but lack in sustainability training, leading to lower awareness and sustainability mainly being implemented for financial reasons. Lastly, a recommendation with examples of short- and long-term implementations is presented for the hotel, connected to each stakeholder category.Denna studie kommer att undersoka hållbar turism i den populära turistdestinationen Vlora, i södra Albanien. Turism är en av två näringar som bidrar mest till socioekonomisk utveckling i regionen. Samtidigt kan alltför stor och oreglerad turistindustri hota bevarandet av omkringliggande natur, kultur, traditioner och små, lokala företag. Med detta i åtanke är hållbarhet en viktig aspekt för Vloras framtida turiststrategi. Genomförd på uppdrag av FN:s utvecklingsprogram, UNDP Albania, tar studien fram ett intressentramverk, som ska ligga till grund för ett eko-certiferingssystem för FN:sutvecklingsprogram. Fem kategorier av nyckelintressenter, teknik, anställda, kunder, leverantörer och lokalsamhälle, har intressentramverkets kopplat CSR-praktiker (Corporate Social Responsability), väl testade för hotells hållbarhet, till. Ramverket använder sedan hotellet, placerat i mitten, som drivkraft för att främja hållbar utveckling i hela destinationen. Genom ett frågeformulär och uppföljande intervjuer med fyra chefer från Vloras största hotellaktör, Regina Hotel Group, kristalliserades fem huvudslutsatser. Först, Regina Hotel Group har kommit låangt i sitt sociala hållbarhetsarbete, speciellt vad gäller anställda och lokala leverantörer, men de saknar utbildning i hållbarhet, vilket leder till låg medvetenhet och därför implementeras hållbara lösningar genom finansiella argument. Avslutningsvis, presenteras en rekommendation med exempel på kort- och långsiktiga lösningar som är kopplade till varje intressentkategori.
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Rodrigues, Patrícia Isabel Spencer. "The design of a management control system for a small medium hospitality firm in Cape Verde." Master's thesis, Instituto Superior de Economia e Gestão, 2018. http://hdl.handle.net/10400.5/17721.
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Mestrado em FinançasAtuamente o turismo é um dos mais importantes setores económicos com excelentes taxas de crescimento. Este projeto reflete o caso da Spencer Turismo, uma empresa do sector hoteleiro a operar em Cabo Verde com quatro unidades de negócio já operacionais e um novo projeto em curso que implica a sua expansão para uma nova ilha. Tendo em conta esta importante fase de crescimento e expansão da empresa, este projeto tem como objetivo o desenvolvimento de um Sistema de Controlo de Gestão capaz de apoiar a empresa através de um controlo eficaz e eficiente da performance quer financeira quer operacional da empresa. Inicialmente será feita uma revisão de literatura para suportar o desenvolvimento do sistema seguido de uma análise cuidada da envolvente externa e das características internas. Em linha com a estratégia e necessidades da Spencer Turismo serão definidos os principais indicadores a serem reportados, bem como a operacionalização e periodicidades a serem aplicadas. O culminar deste percurso serão os relatórios de performance relativos a cada departamento chave bem como os relativos a empresa como um todo, capazes de rapidamente identificar importantes desvios e eventuais necessidades de alteração da estratégia e/ou modo de operação. Este projeto tem como objetivo adicional ter um impacto literário ao recolher e organizar informação relevante relativamente a utilização de Sistemas de Controlo de Gestão a nível empresarial em África, com especial enfâse nas empresas cabo-verdianas. Adicionalmente, o projeto tenciona poder acrescentar valor académico, sendo concebido por forma a facilmente adaptado num estudo de caso.
Tourism is a vital sector for Cape Verde's economic and social development. This project consists in the design of a Management Control System (MCS) for a capeverdean firm operating in the hospitality industry that recognized its potential to thrive in this segment. Spencer Turismo already has two hotels and two restaurants and it is building a third unit in a different island emphasizing its intentions to expand operations. The firm is manifestly going through an important phase of growth and it aims to create an integrated and diversified offer of quality products and services in the hospitality industry. This new phase revealed the need to standardize operations and have a system capable to efficiently monitor operations and constantly inform the company's management about key achievements but also possible deviations from the strategy and consequently give important insights on the performance (financial and operational) and need for shifts in strategy. The design of the MCS implied a thorough literature review and required a careful analysis of the company, both internally and externally. It was important to understand company's operations, organizational structure, strategy and goals. Subsequently it was possible to identify critical areas to control and key performance indicators (KPI's) to be reported, both financial and non-financial, for the company as a whole and for key departments identified by Spencer Turismo. Moreover, this project aims to address the gaps in literature regarding MCS in Africa, especially in Cape Verde, at firm level, and construct the base for an impactful academic case study.
info:eu-repo/semantics/publishedVersion
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Williams, Kim Marianne. "An investigation of the professional development practices of vocational education and training educators in the tourism and hospitality sector." Thesis, full-text, 2008. https://vuir.vu.edu.au/2024/.
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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.
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Pastras, Pantazis. "The governance of tourism development in Athens : A strategic-relational approach." Thesis, University of Birmingham, 2012. http://etheses.bham.ac.uk//id/eprint/3266/.
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Academic literature has examined how the development of tourism destinations involves collaborative relationships between the various actors that participate in tourism policy and planning. In terms of an institutional analysis this thesis is about similar processes, yet it also explores the ways in which place- and time-specific material factors and perceptions characterize different patterns of tourism politics. Without making assumptions about the harmonious or conflicting nature of interactions among actors and the contexts surrounding them, the thesis advances the idea of a relational-evolutionary perspective on the processes of tourism policy and planning. Studying the governance of tourism development requires an assessment of the contextual coupling of different elements as both the corollary of earlier events and the precursor of future developments. In this thesis, a strategic-relational approach to tourism governance comprises the conceptual framework that provides explanatory depth into the contextual analysis of experiences and events. The case study approach is employed for the operationalization of the strategicrelational approach in the context of Athens as a tourist-historic and capital city of a highly centralised Southern-European state. The endeavour is based on the collection and analysis of data from documentary sources and semi-structured interviews. The interpretation of empirical evidence through the strategic-relational approach reveals the irony of a multifarious and multi-scalar governance context, which has not met the expectations of interest groups, especially in recent years, concerning tourism development in Athens. In other words, the thesis portrays the challenges and weaknesses that expand within and beyond the boundaries of state apparatus and hinder the enhancement of Athens as an urban tourism destination while recording the perceptions, experiences and practices of various actors.
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Barron, Paul Edward. "An evaluation of learning styles, learning issues and learning problems of Confucian heritage culture students studying hospitality and tourism management in Australia /." St. Lucia, Qld, 2004. http://www.library.uq.edu.au/pdfserve.php?image=thesisabs/absthe17741.pdf.
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Firth, Miriam. "Skills and knowledge for service encounters in the leisure industry : implications for UK Higher Education." Thesis, University of Manchester, 2018. https://www.research.manchester.ac.uk/portal/en/theses/skills-and-knowledge-for-service-encounters-in-the-leisure-industry-implications-for-uk-higher-education(983f6ae1-131b-408a-b400-d5043892d1f9).html.
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As a Higher Education (HE) lecturer in the United Kingdom (UK), I have taught Leisure students and supported their transition into placement work and graduate employment. This experience has made it clear to me that some students and graduates are not fully equipped to deal with the extensive customer demands placed on them in the workplace. The aim of this study is to analyse the skills and knowledge needed by graduates from Leisure courses to deal with real-world customer service encounters. A theoretical framework on skills, knowledge, education frameworks and employer requirements was used to identify what graduates might need in industry work and this was tests by gaining primary data from Leisure graduates. Critical incidents were gathered and interviews were conducted with five recent graduates and one current student from Leisure courses in Manchester. The data includes 57 critical incidents related to customer demands that the participants faced during service encounters in leisure roles; it also includes six semi-structured interviews on whether the participants felt their education prepared them to meet these demands. This study analyses the data using a theoretical framework of current publications and includes the theories of Soft Skills, Co-creation, Co-production, Emotional Labour, Aesthetic Labour, Sexualised Labour, Intercultural Sensitivity and Service Quality Theory. This study uses an innovative methodology to identify three key findings in support of the research questions. Staffs to staff dynamics and Intercultural Sensitivity are needed in Customer Service Encounter theory to use in Leisure UK Higher Education and fully prepare students for encounters in their graduate employment. These findings offer extensive contributions to current knowledge on theory and leisure education in UK HE to support development of all skills and knowledge needed for customer service encounters. Recommendations are raised to the Quality Assurance Agency (education governing body) and other leisure educators on how they might better educate and prepare their students for customer service encounters in graduate employment.
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Mohd, Zahari M. S. "A study of factors moderating Malaysian hospitality students selection of tertiary education institutions, programme and subsequent career intentions." Lincoln University, 2004. http://hdl.handle.net/10182/1577.
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This study explores the moderating variables that influence a student's decisions to enter into a hospitality management programme and subsequently pursue a career in the hospitality industry. It also examines how these factors are implicated in or modify a student's career commitment over time. The sample includes students enrolling in various three year (6 semester) diploma and undergraduate programme offered by Malaysian hospitality institutions of higher learning over the academic years of 2002- 2003. This includes four public or government funded institutions with several branch campuses, and six private institutions. Predominantly the data for this study based are on self completion questionnaires with some additional insight particularly about respondents' direction of industry employment provided by means of qualitative responses. The initial comparisons are made between students in the public and private institutions and these are followed by an extensive series of analyses examining the differences and similarities of respondents' rating in the two rounds of data collection with reference to a range of independent variables. Also reported are how these ratings change over time. Significant differences were found in terms of parental socio-economic background between students who enrolled in the private and those in the public hospitality institutions. Nevertheless, for the key issues as to whether parental backgrounds lead to differences in respondents' attitudes and values about a career in hospitality this was not seen as an influencing determinant for both institutions. Further, the independent variables of gender, ethnicity, religion and geographical upbringing, secondary school background and prior experience do not clearly show causation of how students reports their views about the dimensions investigated in this study. In fact, students' levels of intention and commitment towards career are apparently not directly related to these independent variables. However, despite no clear pre-tertiary education indicators of likely disaffection being identified, a very clear picture emerged in this study that there is a declining sentiment among Malaysian hospitality students towards employment in the hospitality industry and reduced intention to pursue such a career. These weakened employment intentions are formed during the educational programme and are probably at least partially a result of the maturation process with varying consequences and implications for the students, hospitality institutions, industry and the government.
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Ngoqo, Bukelwa. "Small hospitality enterprises and the internet: an IT governance model for conducting business online." Thesis, University of Fort Hare, 2010. http://hdl.handle.net/10353/382.
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The Internet has made a considerable impact on how business is conducted. Empowered by technology consumers are using the Internet as a tool to communicate and transact online. E-commerce (electronic commerce) presents opportunities for business to gain a competitive advantage, however it also posses certain challenges. Small and Medium Hospitality Enterprises (SMHEs) sector within the tourism industry, is one of the sectors which stands to benefit from using the Internet for business. Researchers agree that the contribution made by the tourism sector in developing economies is substantial. However, SMHEs are noted for their failure to derive optimal benefits from using the Internet for business to improve their competitiveness. This study which seeks to develop a model for use by SMHEs as a guide when making the decision to adopt technology was necessitated by the importance of SMHE’s contribution in the economy of developing countries. This model is based on the examination of existing theories and models such as; the Delone and McLean IS success model (2004), and the ITGI’s (2007) IT governance focus areas model. To elicit the desired outcomes, additional data was collected using questionnaires, interviews, and observations. The collected data was analysed and resulted in the development of a model that can be used by SMHEs in order to derive value from IT and to gain a competitive advantage.
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Wong, Chon Mio. "Strategic public relations management : an investigation of the role of public relations in Macau hospitality industry." Thesis, University of Macau, 2007. http://umaclib3.umac.mo/record=b1874197.
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Bayon, Samuel Edson. "Tourism and hospitality management in the new millennium : a case study in KwaZulu-Natal." Thesis, 2000. http://hdl.handle.net/10530/845.
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A thesis submitted to the Faculty of Arts in partial fulfilment of the requirements for the Doctor of Philosophy in the Centre for Recreation and Tourism at the University of Zululand, 2000.As the world's tourism and hospitality industry sees the dawn of the new millennium, the twenty-first century, tourism and hospitality managers will begin to face many pragmatic challenges and opportunities. The fundamental issue which is identified in this study is the maintenance of high standard of quality of service in order to remain a competitive advantage within South Africa as well as the global tourism and hospitality market as a whole. The main areas of concentration this study is expecting to see tourism management changes in the new millennium include: the role played by new technologies, the business practices and general consumer demands. This research seeks to investigate the nature of managerial work in tourism and hospitality industries, specifically in hotels, travel agency, tour operators and tourism authorities. In a given situation, the begging question is whether this work fundamentally similar or different from that which is done in other industries? Furthermore, this study endeavours to find out what determines the nature of that work and, in so doing, puts forward approaches to the management process in the tourism and hospitality industry, specifically those which have to be adopted in the new millennium. As such, the main objectives of the study include the following: (a) To discover how managers intend to cope with the various changes that they will be exposed to in the new millennium, xm (b) To look at the present profile of managers and their expected profile changes in the new millennium, (c) To examine the evolving strategies that are being put in place to cope with challenges and strategies for the new millennium, (d) To examine and put forward a responsible approach to planning and development of the tourism and hospitality industry, (e) To resolve the conflict between the front-office managers who perceive their section of the hotel as separate from the rest of the establishment, (f) To establish a balance between the various components of the tourism product in terms of both quality and capacity. For example, infrastructure and the environment, accommodation and transportation, attractions and services, (g) To understand the need and development of appropriate training facilities and programmes, which are intended to both maximise employment opportunities and achieve the desired standards of quality. To achieve these objectives the study uses two fields of management studies available and relevant to changes in tourism and hospitality. These are: (a) current management functions in the tourism and hospitality business, and (b) the wider field of management, which focuses on managerial work as a whole. The methodology that used for this study are a combination of qualitative and quantitative methodologies utilising techniques such as focus groups, observation, in-depth interviews, telephone interviews, mail questionnaires and the non-participant observation technique. The latter technique was the most preferred method of data collection, because it offered the best alternatives, such as allowing for the simultaneous collection of qualitative and quantitative data. The breakdown of the final sample included four (4) tour operators, five (5) travel agents, two (2) provincial tourism authorities and 250 tourism and hospitality customers. A quantitative approach using statistical techniques was used for the 250 customers, whereas the case study approach was used to analyse the rest of the sample. In these cases the meanings and interpretations of the researcher were used as the main interpretative approach for the views and actions of the managers. However, this was balanced with the managers' interpretations of events. The main and general conclusions that were arrived at, with the help of the above methodologies, were that the tourism industry in the new millennium should move with the customer and therefore planning should be flexible in order to accommodate the customer at all times. Future growth strategies for tourism and hospitality management designed to keep customers satisfied, are those that use a combination of advertising, product innovation, service improvement changes in product and service, with more emphasis on direct selling, entailing personal contact with the customer. It is also evident from the findings that business travelers in the Durban area would prefer branded tourism and hospitality products rather than their counterparts in Pietermaritzburg and Richards Bay would. On the whole, the preference for both business and leisure customers is for branded products. Travel agents believe that the bulk of their business comes from business customers and in the future, the emphasis is expected to be on the business traveler market. Tour operators are looking at buying smaller travel agents that they can use as retail outlets and heavy concentration on the domestic tourism and hospitality market. Tourism authorities are expected to concentrate on supporting community projects as a means of creating employment in the provinces. The intimidation of tourists in the provinces is because the community believes that tourists are the reason for increased crime, high prostitution, sexually transmitted diseases and an increase in the price of basic food and rent. The customer in the new millennium is expected to be very different, and rate standard requirements higher than the willingness to pay. The reality of the situation creates a desperate need for tourism and hospitality managers to search actors and forces in the business environment that may be utilised to the advantage of managers. One element that needs to be introduced urgently in all tourism and hospitality organisations is training in customer care. The study points to a very advanced technological environment, with emphasis on product design and the size of the capital of the organisation. The pages that follow will answer these questions and look at other issues in the study in greater detail.
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(9842606), Jacobus Vorster. "Exploring a millennials' meaningful work views: A hospitality context." Thesis, 2022. https://figshare.com/articles/thesis/Exploring_a_millennials_meaningful_work_views_A_hospitality_context/22301146.
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This thesis builds on previous research that has extensively explored millennial work preferences. A review identified several gaps in the current knowledge, including how millennials reflect on work experiences, ranging from meaningless to meaningful. Millennials are a prominent generation to join the hospitality industry, and changing worker demographics compelled managers to reshape employee management strategies. The research applied a qualitative approach to gather data from industry sources and interviews with millennials.
Thematic analysis of the collected data showed differences amongst millennials, suggesting that employers would benefit from not treating them as a homogeneous group. This means that the millennial participants have unique ontological views that shape their identity and resilience. The findings also demonstrated that millennials have heterogeneous epistemological interpretations that influence how they perceive work. The results point to millennials' significant role in understanding how their identity and beliefs connect to the organisation.
Managers could benefit from creating a workplace where younger individuals can thrive to ensure employment stability in the regional hospitality sector. This research contributed a managerial guide that could be a learning paradigm for managers and younger employees to boost professional development and enhance mental health. Thus, contributing to inclusive and decent work strategy formulation for millennial employees in the hospitality sector could reduce regional socio-economic impacts on the East Coast of Queensland.
Descriptors: Hospitality management, meaningful work, millennials, regional employment
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Chen, Ssu-Wei, and 陳思葦. "Tourism and Hospitality: Research Themes, Concepts, and Relationships ─ A Study of Journal of Tourism and Leisure Studies." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/65644296359949463211.
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碩士高雄餐旅學院
餐旅管理研究所
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Promoting the tourism policy by Taiwan government brings about the prosperity of the tourism, hospitality, and leasure subjects, which also sparks off the flourish of academic genre. The main purpose of this study is to investigate the core themes of tourism, hospitality and leisure academic research by analysis citations in the Journal of Tourism and Leisure Studies. This paper is an empirical analysis of citations and co-citations from the 5,542 citations in the 203 articles published in Journal of Tourism and Leisure Studies between 1995─2008. In this article, network analysis and factor analysis techniques are used to analysis and group the data. The results of the mapping can help identify the research direction of tourism, hospitality and leisure research. The study identified that the core ideas of tourism, hospitality and leisure research centred on service quality and marketing. Also identified are some periphery areas which had little attention. The results of this study will provide relevant information for the researches as well as subsequent studies.
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Kleynhans, Heidi Cecelia. "Leisure tourists' satisfaction regarding their meal experience at Lesedi Cultural Village." Diss., 2003. http://hdl.handle.net/2263/22842.
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South Africa is increasingly becoming a destination for leisure tourists. Many are interested in cultural tourism. There is a need for empirical research into this field of hospitality and tourism, which this study aims to address. Lesedi Cultural Village (Lesedi) is an establishment where tourists can experience five of the ethnic cultures of South Africa. As part of the experience, a meal is served which is advertised as “The greatest African feast”. The actual food served is not necessarily culturally authentic in nature. Consequently expectations of the meal experience might be created which cannot be satisfied. This investigation commences with a literature study to establish the components of a meal experience, namely food, service and atmosphere. Thereafter factors are established through the literature survey that are required for satisfaction of a meal experience. These concepts are set out in an adaptation of an existing model of Kivela, Inbakaran and Reece (1999). The adapted model is used as the basis for a field survey of the opinions of leisure tourists visiting Lesedi. The survey was conducted using a self-administered questionnaire. The results were analysed statistically. Prior to the survey, objectives for the study were set to compare the findings of the literature study with the respondents’ views about the meal experience at Lesedi. The objectives were to determine whether: Objective 1: leisure tourists’ expectations regarding the meal experience and its components were met, and whether they were satisfied with the current meal experience Objective 2: leisure tourists would be willing to return or refer others to Lesedi Objective 3: it is necessary to have a cultural-specific menu to satisfy the leisure tourists’ expectations Objective 4: certain components of the meal experience impressed the leisure tourists the most Objective 5: there is a significant relationship between food, service and atmosphere regarding the meal experience Objective 6: other aspects have significant relationships with the components of the meal experience (food, service and atmosphere) The tourists’ expectations and satisfaction with the meal experience were met to a high degree. The majority of respondents indicated they would return or refer others to Lesedi. While it is not necessary to have a cultural-specific menu to satisfy tourists’ expectations, the current menu could be enhanced by the inclusion of some cultural-specific items. Aspects of the components of the meal experience, which were considered by the respondents to have impressed them the most were also determined. A significant relationship exists between food and service but only a tendency to a relationship exists between food and atmosphere as well as between service and atmosphere. Service appears to play a slightly more important role in satisfying the meal experience than does food. Atmosphere supports the other two components (food and service). Suggestions were made, for consideration by the management of Lesedi, regarding possible improvements to the components of the meal experience. CopyrightDissertation (M (Consumer Science))--University of Pretoria, 2005.
Consumer Science
unrestricted