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1
Sikorska, Małgorzata, György Kocziszky, and P. G. Pererva. "Compliance service at guest services enterprises." Thesis, Полтавський університет економіки і торгівлі, 2017. http://repository.kpi.kharkov.ua/handle/KhPI-Press/33437.
Повний текст джерелаАнотація:
The modern enterprise is obliged to carry out a legitimate and civilized business, therefore management, understanding the importance and necessity of compliance units, provides them with sufficient manpower and adequate rights to receive information and documents. In practice, the need for compliance control is determined by corporate strategy.
2
Sikorska, Małgorzata, Somosi Mariann Veres, and P. G. Pererva. "Kompleens service as a competitive advantage of the enterprise of guest services." Thesis, Харківський державний університет харчування та торгівлі, 2017. http://repository.kpi.kharkov.ua/handle/KhPI-Press/32824.
Повний текст джерелаАнотація:
In the process of improving the corporate governance system, the need for formation of the compliance unit is conditioned by the adoption of a corporate strategy. In particular, an effective compliance monitoring service, including compliance risk assessment, is important to achieve the strategic goals and objectives of the corporation (for example, when acquiring or selling a business, primary and subsequent floatation of shares and bonds in foreign capital markets, obtaining foreign loans, attraction of strategic foreign investors).
3
Hensens, Wouter. "Hotel rating through guest feedback." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1631.
Повний текст джерелаАнотація:
Hotel rating refers to the process where the comfort and services of a hotel are assessed and classified, usually in five categories, using stars as symbols. Conventional hotel rating systems are generally operated by governments or independent parties. However, with the growth of social media and customer-review sites, guest review platforms became an important source of information. The main aim of this study is to establish whether guest feedback can determine hotel ratings more accurately than conventional methods and whether a social media platform such as TripAdvisor can provide the necessary data to do so. The customer-review website, TripAdvisor, has grown rapidly and made a strong impact on the tourism and hotel industry. This study identifies the nature of TripAdvisor, its reliability, how its ratings compare with conventional ratings, and what criteria are used in guest reviews on TripAdvisor when assessing the quality of a hotel. These findings were triangulated with findings from the conventional rating systems of the 11 destinations that were sampled for this study to identify the value of TripAdvisor. Two samples were taken from TripAdvisor of 110 and 33 hotels, respectively. From the latter, ten guest reviews were gathered and analysed per hotel, resulting in a total of 330 reviews that were analysed. The study’s findings indicate that TripAdvisor is the largest guest feedback platform for hotels and its data can be considered to be reliable. The TripAdvisor ratings were not connected to the conventional ratings of the sampled hotels. The criteria used in TripAdvisor reviews focused more on service delivery than on the objective tangible elements used in most hotel rating systems. The rich context found in most guest reviews makes the information presented on TripAdvisor valuable. There is no evidence that conventionalrating system controls are linked to the comments found in TripAdvisor reviews. The results facilitated the identification of the delight and frustration factors in services marketing for the hotel industry. A new theory to include guest feedback in hotel ratings is developed and proposed. The study further presents two future scenarios, the most likely one of which predicts the demise of conventional rating systems as a result of the success of guest feedback platforms such as TripAdvisor.
4
Morganstein, Susanne R. "Guest satisfaction in a college food service setting /." Online version of thesis, 1994. http://hdl.handle.net/1850/11576.
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5
Zhang, Jin. "An investigation into guests' perceived service quality of the bed-and-breakfast and guest house market industry in the Nelson Mandela Bay area." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1087.
Повний текст джерелаАнотація:
The tourism and hospitality industry has made a meaningful contribution to the development of the South African economy. Not only the hotels, but also the demand for self-catering holiday properties such as guest houses and bed-and-breakfast (B&B) establishments is increasing which could boost the tourist industry. Moreover, the prospect of the self-catering holiday properties in South Africa is extremely positive, particularly when the country is given the opportunity to hold the 2010 FIFA World Cup. Thus, expectations and perceptions are significantly shaped and transformed by the prosperous environment. The self-catering holiday properties should provide the best possible service to international and domestic tourists and ensure that their needs are fully met. The general purpose of this study was to evaluate the service quality of guest houses and B&Bs in the Nelson Mandela Bay by comparing guests’ expectations and perceptions. The results of this study could assist the managers of guest house and B&B in improving its service performance to more effectively fulfil the needs of dynamic tourist market. The literature study provided an overview of tourism industry from the management and marketing perspectives, services marketing and a detailed discussion of service quality focusing on the nature of services, determinants of service quality and techniques for measuring service quality. The SERVQUAL model and its derivative, Lodging Quality Index (LQI), were adapted for measuring the guests’ perceived service quality in this research. ii The empirical data was collected by means of a survey, using a self-administered questionnaire distributed to guests who were staying at guest houses or B&Bs in the Nelson Mandela Bay identified in terms of convenience sampling. One hundred and five useable questionnaires were received. The empirical findings based on the perception-minus-expectation (P-E) gap analysis showed that the perception mean scores were consistently lower than the expectation mean scores. This implies that guests perceived service quality of guest house and B&B to be relatively low. It is recommended that the managers of guest houses and B&Bs should: {u10007A} uniform the employees; {u10007A} use every tool to figure out what the guest wants; {u10007A} establish specific working procedures and help employees to understand their job responsibilities and mangers’ expectations; {u10007A} invite suggestions of existing located facilities from guests, and move the inconvenient facilities if possible; {u10007A} employ a communication audit to evaluate the overall quality of the communication system by comparing communication objectives to actual performance; {u10007A} combine useful destination information from different sources and update them on the website frequently; and {u10007A} apply an attracting layout to build positive image.
6
Bamporiki, Abdallah Seif. "The impact of internal communication on guest satisfication in hospitality establishments in Cape Town." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1592.
Повний текст джерелаАнотація:
Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2010Within the hospitality industry, where revenues are driven by guest satisfaction, service is a key to success. Internal communication plays a role that should be examined on how its performance affects guest satisfaction within hospitality. The purpose of this study is to determine if internal communication plays a role in guest satisfaction within hospitality establishments in Cape Town. The study found that sources (such as newsletters, magazines, books, journals and peers) emphasised importance of internal communication in hospitality organizations. This internal communication serves as a nerve centre of an organization. If one does not have a functioning internal communication system, one may lose guests. In addition, advanced internal communication solution forms a backbone of a wide range of guest services, and increases the guests’ motivation to stay. Cape Town, where hospitality and tourism is increasingly competitive and diverse, human resource management becomes more problematic. There should be channels of internal communication, which transmit messages across the organization’s structure. The guest’s review demonstrated that growth of hospitality organisation will be determined by its ability to deliver superior guest value and importance of understanding guest needs and expectation. The reason for growing emphasis on guest satisfaction is that satisfied guests lead to a stronger competitive positioning, resulting ultimately in loyal guests, increased market profitability. Management teams in Cape Town and hotel industry sectors are under increasing pressure to demonstrate that their services are guest-focused and that continuous performance improvement is being delivered. Internal communication research generates principles and strategies, which improve managerial performance, as internal communication acumen is essential to render success in a wide range of activities. Language proficiency, as well as what a manager says, and what a manager does, contributes to individual effectiveness. Furthermore, words and actions should be consistent and aligned so that they have maximum impact. Selected research findings regarding verbal internal communication and non-verbal internal communication as well as electronically are presented to demonstrate how wise internal communication choices can further managerial goals. In addition to using words effectively, managers in all functional areas can also increase their effect and improve their performance by applying results of research that are focused on internal communication. A self-administered questionnaire was compiled to collect data, and the study was based on 10 selected hotels within Cape Town and a great value is given to Cape Town business centre where most of tourism businesses held. Information was supplied by senior and junior managers from 4-5 star hotels and the final report combined results from the question about the role that internal communication plays in guest satisfaction within hospitality establishments in Cape Town by using an SPSS Program, while recommendations are also based on these findings. At this period of twenty one century, the technology is challenging organisational internal communication, it take major part in marketing and marketing research. The management are busy straggling with internal communication which they will never know exactly how much they perform without guest concert. They run to the Internet to research what the guests comment about their satisfaction of service they received. The guest reviews about hotel service industry emphasized the quality of service received within the hotel organization even if most of the hotels in Cape Town were too expensive as guest review recommended.
7
Wang, Yi. "Dimensions of guest house service: perceptions of owners and expectations of business travellers." Thesis, Nelson Mandela Metropolitan University, 2005. http://hdl.handle.net/10948/d1006215.
Повний текст джерелаАнотація:
The need for successful management of a guest house in the increasingly competitive hospitality industry in South Africa, compels guest house owners to understand their customers’ needs and deliver service of acceptable quality. The objective of the research is to find out what business travellers expect from a guest house and how these expectations compare with the perceptions of guest house owners in Port Elizabeth. Conclusions drawn from this research would also benefit guest house owners in other parts of the country. A literature review was conducted to provide an understanding of the nature of service and the role “evidence of service” can play in the perception of quality. The empirical study aimed at comparing business travellers’ expectations of guest house service with guest house owners’ perceptions of their guests’ expectations. The empirical findings showed that business travellers deemed secure parking and professionalism of staff as the most important attributes, while guest house owners thought it would be friendliness of front desk staff and efficient handling of complaints. Moreover, both groups indicated that cleanliness of rooms and services performed by staff adequately the first time, were of particular importance. It was also found that the importance rating of the different service dimensions were not significantly influenced by the business travellers’ gender, managerial position, nights of stay or by the guest house grading. The study proposes that guest house owners continue to focus on strategies for training and developing competent employees, simplify the steps of service delivery and improve on the standards of the servcie to ensure that business facilities are in line with the expectations of business travelers.
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Bowman, Earle Lindel. "Empowerment : lip service or guest service /." Online version of thesis, 1993. http://hdl.handle.net/1850/12011.
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9
Yun, Seonhwa. "Assessment of guest satisfaction of service quality of the hotel." Online version, 2001. http://www.uwstout.edu/lib/thesis/2001/2001yuns.pdf.
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Bungeroth, Richard S. "Quality, service and ambience: measuring excellence and guest satisfaction within restaurants of Hermanus." Thesis, Stellenbosch : Stellenbosch University, 2003. http://hdl.handle.net/10019.1/53565.
Повний текст джерелаАнотація:
Thesis (MBA)--Stellenbosch University, 2003.ENGLISH ABSTRACT: Quality, service and ambience are concepts synonymous with the restaurant industry. Whilst the importance of these, and the integral function they perform in ensuring guest satisfaction and ultimately the success of a restaurant can hardly be denied, how effectively these inextricable concepts have been integrated within restaurants of Hermanus is of particular interest to various stakeholders. In a recent article submitted to an impact study conducted by GHACT (Greater Hermanus Association for Commerce and Tourism) titled: "Restaurateurs and Other Catering Outlets - February 2002", the Chairman of the Restaurateurs Association of Hermanus stated: "Restaurateurs usually are very impulsive individual personalities, working long hours - they do not comply with regulations; do their own thing and do not plan their strategies for the future - seat of the pants. We urgently need to start managing and policing our industry similar to accommodation establishments (e.g.... cleanliness, quality control and star ratings.)" The aim of this study project, originally commissioned by GHACT, is to contribute to GHACT's aim of stimulating commerce and tourism to Hermanus as part of their functions of core marketing, project development (impact studies), environment maintenance, and complaint resolution. A review of related literature as well as information gathered from 273 interviews, concerning 43 out of approximately 51 restaurants, forms the backdrop to this document. Definitions of key terms, investigation into previous empirical research, and identification of various excellence and guest satisfaction techniques, are the major focal points of this literature review. Four quality, service and ambience related assessments form part of the research, namely: 1) industry consistency in dealing with seasonality; 2) competitiveness between six specific restaurants; 3) tourist versus resident perceptions of restaurant excellence; and 4) individual restaurant excellence development areas. It was concluded that, although consistency throughout 2002 does not appear to be a concern for the Hermanus restaurant industry, the actual levels of quality, service and ambience offered by certain restaurants are below an acceptable standard. The Quality Matrix intervention presented in Chapter 5 integrates the tangible and intangible product and service standards essential for service excellence and guest satisfaction within all restaurants of Hermanus.
AFRIKAANSE OPSOMMING: Kwaliteit, diens en atmosfeer is konsepte wat sinoniem is met die restaurantbedryf. Alhoewel die belangrikheid van hierdie konsepte sentraal is om tevredenheid by gebruikers te verseker en uiteindelik om sukses te bepaal, is dit ook belangrik vir belanghebbendes om te sien hoe effektief hierdie konsepte in die restaurantbedryf van Hermanus ingeburger is. In 'n onlangse artikel deur GHACT (Greater Hermanus Association for Commerce and Tourism), getiteld: "Restauranteurs and Other Catering Outlets - February 2002", sê die voorsitter van die Restauranteurs Assosiasie van Hermanus dat "Restaurateurs usually are very impulsive individual personalities, working long hours - they do not comply with regulations; do their own thing and do not plan their strategies for the future - seat of the pants. We urgently need to start managing and policing our industry similar to accommodation establishments (e.g.... cleanliness, quality control and star ratings.)" Hierdie projek is deur GHAT aangepak in 'n poging om toerisme en koophandel in Hermanus te stimuleer deur impak studies, bemarking, omgewingsbeheer en klagte oplossing. 'n Oorsig van soortgelyke literatuur sowel as informasie wat versamel is van 273 onderhoude met betrekking tot 43 restaurante vorm die agtergrond van hierdie dokument. Die fokuspunt van hierdie literatuuroorsig was om die kern begrippe te definiëer, die bevindings van ander empiriese navorsing te analiseer, en tegnieke wat uitstaande diens en tevredenheid by gebruikers te verseker, te ondersoek. Vier kwaliteit, diens en atmosfeer verwante evalueringsareas vorm deel van die ondersoek, naamlik: 1) die eenvormigheid van die industrie in die hantering van seisoensverandering; 2) mededinging tussen ses spesifieke restaurante; 3) toeriste se persepsie teenoor die plaaslike inwoners se persepsie van restaurant kwaliteit en 4) individuele restaurant ontwikkelings areas. Alle gevolgtrekkings wat gemaak is in hierdie dokument is gebaseer op die bevindings van bogenoemde toetse. Daar is tot die gevolgtrekking gekom dat alhoewel betroubaarheid nie 'n probleem blyk te wees vir die Hermanus restaurantbedryf nie, werklike kwaliteit, diensvlakke en atmosfeer deur sekere restaurante aangebied, wel onder aanvaarbare standaarde was. Die kwaliteitsmatriks voorgestel in Hoofstuk 5 integreer die tasbare en ontasbare produk en noodsaaklike standaarde vir kwaliteit diens en tevredenheid by gebruikers by al die restaurante in Hermanus.
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Lundkvist, Elin, and Gustav Persson. "From guess to success : How to govern service-oriented architectures." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-255163.
Повний текст джерелаАнотація:
Service-oriented architecture (SOA) governance has been identified as the most important factor affecting the outcome of SOA within organisations. However, authors have failed to explain how organisations should govern specific aspects of its SOA, leaving a gap in the literature. Therefore, the purpose of this study was to investigate established SOA governance mechanisms in order to explain implications of governance in a SOA context. The research question of the study was to identify which SOA governance mechanisms do or do not provide support for different constituents of SOA. The study also contained three sub-questions; (i) Is there a difference between how SOA governance mechanisms support technical vs. non technical constituents of SOA? (ii) Is there any SOA governance mechanism that is more important than others? (iii) Is there a relation between the SOA governance mechanisms? The study was conducted using theories related to SOA and SOA governance. We identified the most academically accepted SOA governance mechanisms to test their support for different constituents of SOA. To get an holistic view of SOA, we used a SOA maturity framework to identify what the constituents of SOA really are. The support of the SOA governance mechanisms were then studied in relation to the different constituents of SOA, through interviews and observations, during a ten week internship at Scania. The results showed that as good as every SOA governance mechanism supports the constituents of SOA, although the level of support varied. In general, we found patterns separating the support for technological and non-technological constituents of SOA. The technological constituents of SOA were to a great extent provided the same support from SOA governance mechanisms, which also was true for the non-technological constituents of SOA. Interestingly, except for one SOA governance mechanism, the technological constituents of SOA and the non-technological obtained different levels of support from governance. The most important SOA governance mechanisms are the creation of standards and policies, having processes to create and enforce policies, processes for education, and establishing SOA skills and training. We can also conclude that there is a relationship between many of the SOA governance mechanisms, and that academics and practitioners therefore have to view SOA governance holistically, rather than independent governance mechanisms.
12
Horn, Maryke Eda. "Key safety, security, service and legal measures reuired for the successful management of a guest house." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/1390.
Повний текст джерелаАнотація:
The significant growth in the South African tourism industry in recent years has placed much focus on the hospitality sector in the country. The hospitably sector performs a vital role in the South African economy, as is the case globally, to provide accommodation to international and national tourists. Guest houses in particular have become one of the fastest growing components of the South African tourism industry. However, operating a guest house is not merely providing a bed, shower and breakfast facility for which a client pays and hopefully returns again in future. Rather, it involves significantly more than providing physical amenities. Not only does a potential entrepreneur require a suitable facility in a well-positioned location, but guest house owners and management must adhere to various strenuous safety, security and service measures, as well as municipal by-laws, in a tough and ever-changing business environment. The central theme and the main objective of this study was to investigate the safety, security, service and legal measures that need to be adhered for the successful management of a guest house in the Nelson Mandela Bay Metro. Together with an outline of the various steps required to start a guest house, a sub-objective was to compile a guest house manual that can be used by new and existing guest house owners and managers to improve their business. The target group was divided into two sections, namely guest house owners and managers on the one hand, and guest house clients on the other - hence two separate questionnaires were developed and used as measuring instrument for the empirical study. The results revealed that clients in the Metro are in general satisfied with the service they receive and safety they experience when staying in guest houses in the Metro. The premises are mostly neat and clean, the towels and bedding are regularly replaced and clean, while the parking bays are sufficient and safe, staff members friendly and approachable, and bookings are done promptly. Over and above the different by-laws to observe, it is the duty of owners and management to provide clients with a safe, secure environment with excellent service, and with sufficient lighting at the entrances, parking and reception areas. All staircases should be steady and iv non-slip, and swimming pools should have secured fencing around and/ or should be covered by safety nets. Staff should follow the correct procedures in emergencies, while concerted efforts should be made to adapt guest houses for the specific needs of disabled and elderly clients. To prevent the outbreak of food poisoning, and to ensure personal and kitchen hygiene, as well as the correct storing of food, are other important responsibilities of owners and management. Therefore, for a guest house to be managed successfully, the owners and management must take into consideration the required safety, security, service and legal measures.
13
Jern, Elin, and Klara Andersson. "Vikten av service och värdskap? : Ur gästens perspektiv i restaurangverksamheter." Thesis, Örebro universitet, Restaurang- och hotellhögskolan, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-76507.
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Kim, Sunghyeon. "Dick's last resort restaurants: a unconventional theme "bad service" becomes unique experience for guests." Honors in the Major Thesis, University of Central Florida, 2013. http://digital.library.ucf.edu/cdm/ref/collection/ETH/id/858.
Повний текст джерелаАнотація:
The hospitality industry has focused on increasing customer satisfaction by offering services that are generally described as flawless, courteous, and friendly. Dick's Last Resort restaurants, however, are distinguished by intentionally staged erroneous, obnoxious, and rude services that nevertheless provide a unique experience for customers. This unconventional service theme might work for some customers but not for others. This study focuses on exploring the factors that lead to customer satisfaction and dissatisfaction at Dick's Last Resort restaurants. In addition, customer satisfaction levels are examined according to gender and location. Using the modified critical incident technique, 518 online reviews were analyzed through a categorization process. The results of this study suggested that "overall theme experience" and "employee performance" are the most important factors in determining customer satisfaction and dissatisfaction. However, the findings suggest that there is no satisfaction rate difference by customers' gender and restaurant's location. The study's limitations and managerial implications for future research are discussed.B.S.
Bachelors
Rosen College of Hospitality Management
Hospitality Management
15
Bunzel, Dirk. "Real numbers, imaginary guests, and fantastic experiences : the Grand Seaside Hotel and the discursive construction of customer service /." View thesis, 2000. http://library.uws.edu.au/adt-NUWS/public/adt-NUWS20031121.101443/index.html.
Повний текст джерелаАнотація:
Thesis (PhD) -- University of Western Sydney, 2000.Includes index. "November 2000" "Submitted in fulfillment of the requirements for the degree, Doctor of Philosophy, University of Western Sydney" Bibliography: leaves 321- 345.
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Howelle, Jessica Marie Rosenvall. "Part I: Evaluation of Student Assessment of Learning Gains (SALG)in Two Different Biology 100 Classes Part 2: What Biology Concepts are Important in General Education?: Analysis of Seventeen Core Concepts." BYU ScholarsArchive, 2010. https://scholarsarchive.byu.edu/etd/2062.
Повний текст джерелаАнотація:
The purpose of this two-part study is to examine how to improve introductory level non-majors biology courses to improve student attitude and learning gains in the sciences. The first part of this study examines the collective effect of three different pedagogies (service learning, concept mapping and guest lectures) on student attitude and learning gains in a freshman, non-majors biology course. Two classes, one with the three pedagogies, and one without, were compared. Data were collected from two classes in Fall 2008 (one treatment and one control) and two similar classes replicated in Fall 2009. Learning and attitude gains were measured by a pre and post biology assessment and the Student Assessment of Learning Gains (SALG) survey. Our findings indicate that the treatment methods did not improve student learning or attitudes compared to the control group. However, there was a significant increase in variability in the treatment group, indicating that the students exposed to the three pedagogies either had a very positive experience or a negative one, whereas the control group did not have this variability. Thus, the treatment did have a positive effect on some students. Both treatments experienced significant gains from pre to post on the biology assessment and SALG survey. The second part of the study investigated what concepts are considered by students and faculty to be most important to teach in introductory non-majors biology courses. A survey with 17 biology concepts was given to life science professors at BYU and UVU and biology students at BYU. Participants were asked to rank the concepts from most to least important. There were significant differences between professor and student mean rankings for 11 of the 17 biology concepts. This study showed a large discrepancy between what professors want students to learn and what students feel is important. It was particularly noteworthy that students ranked ecology and evolution as least important. This was especially alarming since evolution is considered to be the capstone of all biology and ecology is vital for capturing the "big picture" in biology.
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Vyskočilová, Barbora. "Řízení kvality v hotelnictví a její vliv na spokojenost hosta." Master's thesis, Vysoká škola ekonomická v Praze, 2014. http://www.nusl.cz/ntk/nusl-201958.
Повний текст джерелаАнотація:
This thesis is devoted to service quality management in the field of hotel services. It focuses mainly on an analysis of service quality and an evaluation of guest satisfaction in a selected five-star hotel in Prague. The purpose of this thesis is to find orientation in a system through which hotel investigates guest satisfaction and find its opportunities while generating useful data that will serve the hotel management. The theoretical part provides an outline of the basic methods of quality management and focuses on building a customer relationship. The practical part contains evaluation of standards and tools used at Boscolo Prague hotel along with an analysis of service quality and guest satisfaction. Attention is also paid to the effectiveness of newly introduced measures that should increase guest satisfaction. The final section is engaged in evaluating the outcomes of the analysis and in recommending possible improvements.
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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/.
Повний текст джерелаАнотація:
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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El-Mansour, Ahmed. "Impact of Culture on Perceotionjs of Service Quality : a comparative study of British and Arab hotel guests in Egypt." Thesis, Nottingham Trent University, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.521436.
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Domanski, Mikolaj. "The concept of a smart hotel and its impact on guests’ satisfaction, privacy and the perception of the service quality." Thesis, Södertörns högskola, Turismvetenskap, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-41848.
Повний текст джерелаАнотація:
Smart technology has become very extensive and popular in many areas of our lives in the last few years. Their role is to make life and activities performed by the user easier, faster, better and more interesting. Smart technology has been used for years in areas such as education, industry and transport. The response of the hospitality industry is to implement technology in hotels, usually the more luxurious ones, that improves the operation of employees and is a convenience for hotel guests. The name of this concept is a smart hotel, which is similar to the already existing smart house and smart city concepts. The purpose of the study was to examine the concept of smart hotel and investigate the impact that smart technology has on guests’ satisfaction, privacy and service quality. The study was conducted using mixed methods research whereby both qualitative and quantitative data were collected in parallel, analyzed individually and then linked with each other. Qualitative data collection constituted of in-dept interviews with hotel employees and hotel guests, and the quantitative part of the study was based on the online survey with hotel guests. The main findings are a proposal definition of a smart hotel, and the belief that smart technology contributes to a better quality of provided services by employees and increases the grade of satisfaction among guests. However, the result also shows that a greater role of hotels is needed in order to reduce the disproportion of equal access to smart technology for all hotel guests.
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Lopes, André Matos da Costa Pacheco. "Processos de aquisição de tecnologias da informação na indústria hoteleira em Portugal." Master's thesis, Instituto Superior de Economia e Gestão, 2019. http://hdl.handle.net/10400.5/19771.
Повний текст джерелаАнотація:
Mestrado em Ciências EmpresariaisAs tecnologias da informação (TI) são parte integrante da oferta da indústria hoteleira e contribuem de modo decisivo para a satisfação dos hóspedes. Na literatura sobejam exemplos de investimentos em TI, que não se consubstanciaram nos resultados esperados. O sucesso ou insucesso destes investimentos depende de diferentes fatores, entre os quais a maturidade dos processos de aquisição das organizações. Neste estudo pretendeu-se identificar, junto dos empreendimentos hoteleiros portugueses, os seus padrões organizacionais na aquisição de TI. Adicionalmente, foram obtidos, através da plataforma Bookings.com, dados sobre a satisfação dos hóspedes, em relação ao serviço de Wi-Fi. Por fim, utilizou-se o método fuzzy-set qualitative comparative analysis (fsQCA) para entender as combinações de condições (perfil de aquisição, categoria, afiliação e nível de investimento de cada unidade hoteleira) que conduzem a um maior nível de satisfação dos hóspedes, com o serviço de Wi-Fi. Os resultados do estudo apontam para o predomínio do perfil de aquisição orientado às TI, alicerçado na cooperação interdepartamental entre Compras e TI. Contudo, não foi possível estabelecer o perfil de aquisição das organizações como condição necessária para um maior nível de satisfação dos hóspedes. Ainda assim, os resultados reforçam a relevância da categoria e o nível de investimento da unidade hoteleira para o sucesso, i.e., um maior nível de satisfação dos hóspedes, com o serviço de Wi-Fi.
Information technologies (IT) are vital in hospitality industry's offering. They also play a decisive role and contribution to guest satisfaction. However, several examples of IT investments in industry are well documented in the literature, which did not materialize in the expected results. The success or failure of these investments depends on several factors, namely the maturity of the organization?s procurement process. In this study, a survey was applied to several Portuguese hotels in order to identify organizational patterns in IT procurement. Data were also obtained from Bookings.com platform in relation to the levels of guest satisfaction with the Wi-Fi service. A fuzzy-set qualitative comparative analysis (fsQCA) was conducted to identify combinations of conditions (procurement profile, category, affiliation and level of investment of each hotel) that lead to higher levels of guest satisfaction with the Wi-Fi service. The results of the study point to the predominance of an IT acquisition profile based on interdepartmental cooperation between Purchasing and IT. However, it was not possible to identify the profile of organizations as a necessary condition for a higher level of guest satisfaction. Nevertheless, the study reinforces the relevance of the hotel category and investment level to achieve a higher level of guest satisfaction with Wi-Fi service.
info:eu-repo/semantics/publishedVersion
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Sophonsiri, Vanida. "Developing host-guest relationships in Thai tourist resorts." 2008. http://eprints.vu.edu.au/1423/1/sophonsiri.pdf.
Повний текст джерелаАнотація:
This relationship marketing study investigates the influence of national culture on the development of host-guest relationships between local and international tourists and Thai resort operators on Samui Island, Thailand. It proposes that a quality relationship between tourists and resort operators, which is characterised by high levels of trust and commitment, is the major determinant of customer loyalty. In particular, it concentrates on the major cultural differences between Thai and Australian tourists that impinge upon host-guest relationship development. To assist in the study, a research model developed by Morgan and Hunt (1994) was modified and used to conceptualise host-guest relationships and to inform the data collection procedure. Based on survey data collected from Australian and Thai tourists that arrived on Samui Island between January and February 2005, it was found that Australian and Thai respondents have different service experiences during their vacation. Moreover, they also weigh the importance of the antecedents of trust and commitment differently. The findings of the study highlight the need for resort operators to interact with tourists in a culturally sensitive manner. The managerial implications of the results of this study for resort operators are presented, and some recommendations for future service management and delivery strategies are suggested.
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Duteau, Anae. "Characterization of the human Ig guest locus in HAC transgenic cattle." 2005. https://scholarworks.umass.edu/dissertations/AAI3179871.
Повний текст джерелаАнотація:
Human, antigen-specific polyclonal antibodies are in high demand for therapeutic and research applications. However, the supply of these antibodies currently comes from only human donors and cannot satisfy the demand. The application of pathogen-specific human polyclonal antibodies is limited because there are severe restrictions on the kinds of antigens and the immunization protocols that can be used in humans. In the attempt to resolve the issue of the supply of antigen-specific, human polyclonal antibodies, transgenic for human Ig (hIg) animals were created. The most sufficient and promising model was the human artificial chromosome (HAC) transgenic animal. This model was successful due to the most efficient transferring vector CS20, comprising the entire unrearranged human heavy (1.5MB) and lambda locus (1 MB). In order to produce a large quantity of polyclonal hIg, cloned HAC transgenic cattle were created. Highly human-specific and bovine non-cross reactive, polyclonal bovine anti-human antibody and sensitive solid phase ELISA were created to determine, quantify, and characterize hIg in the sera of HAC transgenic cattle. Using the assay, that have been developed in this study; it was found that the majority of the HAC cattle produce hIg. It was also found that both heavy and light chains of hIg are produced by HAC bovines. The heavy chain of hIg undergoes class switching to the IgG and its half-life is 30 days, which is longer than hIgG in humans (21 days) or bovine IgG in bovines (19 days). Highly human-specific and bovine non-cross reactive monoclonal antibodies for the characterization of hIg produced by HAC cattle were created to recognize hIg heavy chain classes/subclasses and light chains. Analysis of the human V lambda genes sequences derived from HAC transgenic cattle demonstrated that human genes undergo extensive rearrangement and somatic hypermutation following normal Ig patterns. This study has demonstrated that hIg produced by HAC cattle diversifies according to normal Ig patterns and undergoes class switching to IgG. The half-life of hIgG is sufficiently long for protection from pathogens of the homozygous Ig deficient HAC cattle, and for harvesting of human IgG. HAC transgenic cattle can be potential donors of human polyclonal Ig.
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Machete, Fannie. "Assessment of energy efficiency in selected guest houses in Mpumalanga Province." Thesis, 2015. http://hdl.handle.net/10500/18340.
Повний текст джерелаАнотація:
The increase in the number of guest houses is applausive for its socio-economic benefits through income generation, job creation and entrepreneurship growth. However, the increase in the number of guest houses is proportional to energy demand. Thus, increase in energy efficient guest houses is more desirable in order to achieve sustainable development. Therefore, the aim of this study was to assess energy efficiency in selected guest houses in Mpumalanga province
Through in-depth literature analysis, an energy efficiency framework that builds on and advances the input-output ration and energy saving model was developed. This framework has five indicators which are categorised into financial and nonfinancial, namely: energy quantity, cost, carbon equivalence, services quantity and quality. The framework clarified the differences between energy saving and energy efficiency, while it identifies energy saving and services levels as two parameters or components of energy efficiency. This framework was later implemented and used to assess energy efficiency in eight selected guest houses in Mpumalanga province. To assess energy efficiency using the framework, three standard or common services in guest houses such as indoor lighting, water heating and indoor thermal comfort were
assessed for energy saving and compliance with industry standards.
The results of the assessment were analysed through descriptive statistical and explanatory methods. Using the framework, the study found that few of the selected guest houses did save energy in one or more of the standards services. However, some methods used in the guest houses were found to be highly costly and resulted in high energy quantity consumption and high carbon footprint.
Thus, these methods failed the test for characterisation of energy saving methods. Furthermore, the study found that all indoor lighting services didn’t meet minimum industry standards for indoor lighting of 100lux. All water heating standards were compliant, while indoor thermal comfort standards differed among guest houses. Thus, none of the guest houses met the minimum criteria for characterisation as being energy-efficient. However, different services qualified.
Hence, the findings confirm that the energy efficiency framework was effective and reliable in the characterisation of energy-efficient guest houses. This framework builds on and advances the input-output ratio and energy saving models previously used.Environmental Sciences
PhD (Environmental Management)
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Barnett, Shirley Jean. "Understanding guest retention : an examination of New Zealand accommodation establishments : a thesis presented in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Management, Massey University." 2007. http://hdl.handle.net/10179/791.
Повний текст джерелаАнотація:
Abstract The importance of customer retention has become a major theme in the literature since the 1990s when empirical studies showed that retaining 5% of customers could lead to an increase in profits ranging from 25% to 85%. However, customer retention does not appear to have moved from the theoretical into the practical world. Specifically, there were few empirical studies which focused on customer retention and none were identified in the New Zealand accommodation sector. The travel and tourism industry contributes approximately 9% to New Zealand’s GDP, and 10% of all spending by travellers and tourists is in the accommodation sector. Impacts, such as seasonality, characterise the accommodation sector and many establishments have occupancy rates which can fluctuate from 90% to 30% in the off-season. With average annual occupancy rates for New Zealand hotels and motels hovering around 55%, retention is a strategy that owners and managers could implement in order to increase occupancy and profits. In this study the research question was based on a review of the literature and the a priori knowledge and experience of the researcher. To ensure the research question framing this study was answered in the most exhaustive and comprehensive manner a seven step research process based on work by Bourgeois (1979) was followed. Data was gathered using both deductive and inductive methods in order to nullify the two main research problems raised by Bourgeois (1979). First, that theories are cast at a high level which is removed from reality and second that empirical studies often result in just a description of the data. In the deductive phase of this study a survey was mailed to New Zealand accommodation establishments that provided accommodation and meals, and had a liquor licence. The main focus of this survey was to learn what owners and managers understood about guest retention and to answer the first research objective. It was discovered that New Zealand accommodation managers: actively work to retain their guests; know the value of guest retention; understand the links between guest satisfaction, loyalty and retention; understand the specific reasons behind guest defections; understand the importance service recovery; and understand how loyalty schemes lead to guest retention. The second phase was a case study involving three accommodation establishments. These findings added depth to the study and allowed for new knowledge to be extrapolated from the findings. It was discovered that in two establishments the focus was guest satisfaction and building relationships with customers. Whilst the resort hotel did have a strategy to encourage lapsed business to return this wasn’t measured or monitored. Thus the second research objective was answered. In the penultimate chapter an amended profit chain has been proposed which included ‘Building Customer Relationships’ as the link between satisfaction and profitability. This is based on the finding that the case establishments saw retention as a proxy for satisfaction and, therefore, focused on satisfying guests and building personal relationships as methods of guest retention. The research question framing this study can be answered by saying that the strategies used by owners and managers in New Zealand accommodation establishments to manage guest retention tend to be related to guest satisfaction and building personal relationships. However, this is not because they do not understand guest retention but see it as part of the bigger picture involving the building of relationships with guests.
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Liu, Chao-Yi, and 劉昭怡. "A Research of the Business Model of Craft Guest House:A Case of Zhi Da Craft Service Guest House." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/3ajb9s.
Повний текст джерелаАнотація:
碩士朝陽科技大學
企業管理系
105
As the tourism industry grows year by year, tourism industry has already become one of the important economic development projects in Taiwan. But in the case of intense competition in the industry, customers are no longer just pay attention to accommodation services or room prices, while paying more attention to the quality of the accommodation and services. National Taiwan Craft Research and Development Institute within the Zhi Da Craft Service Guest House located in Nantou County town of Tazutuen, not only in the indoor overall planning and design around the traditional Taiwan craft culture, in the ambient atmosphere created Zhi Da Craft Service Guest House was better than other hostel by created ambient atmosphere without the culture and education. Have such an advantage, the business model construction to explore more reference value. This paper was analyzed by Osterwalder and Pigneur(2010) for an image-based business model, according to the scholars nine elements contains customer segments, value propositions, channels, customer relationships, cost structure, revenue streams, key resources, key activities and key partnerships conduct case studies, and then according to the business model environment to analyze the case facing the external environment, and to improve the effectiveness of the study through the triangular verification method, then through SWOT analysis of business models to make specific recommendations for improvement. The results of this study are as follows: (1) According to nine elements analysis Zhi Da Craft Service Guest House’s business model. (2) View the business model structure of Zhi Da Craft Service Guest House through the relationship between elements. (3) According the key trends, market forces, industrial power and the overall economic strength to analysis the business environment faced by Zhi Da Craft Service Guest House (4) According to the foregoing analysis, put forward specific business practice recommendations.
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Lien, Huynh Thi Truc, and 黃氏竹蓮. "An Understanding the Impact of Service Quality on Guest Satisfaction and Guest Behavioral Intentions in Vietnam Hotel Industry." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/70218152924432153845.
Повний текст джерелаАнотація:
碩士南台科技大學
企業管理系
98
ABSTRACT The importance of service quality for business performance has been recognized in the literature through the direct effect on guest satisfaction and guest behavioral intentions. This study examined the relationship between service quality, guest satisfaction and guest behavioral intentions. The respondents were guests who stayed in hotels in Ho Chi Minh City, Vietnam. The study used SPSS and AMOS programs to analyze data through confirmatory factor analysis (CFA) and structural equation model (SEM). First, the research proposed a model analyzing the effect of service quality factors in hotel industry on perceived service quality. The six service quality variables identified in this study were named as “tangibles”, “reliability”, “responsiveness”, “assurance”, “empathy”, “convenience”. The results indicated that “reliability” and “responsiveness” didn’t have positive effect on perceived service quality. Next, the research investigated the relative effects of perceived service quality on guest satisfaction and guest behavioral intentions. Results showed that perceived service quality has a positive effect on guest satisfaction and guest behavioral intentions. Finally, the research finding confirmed that guest satisfaction leads to guest behavioral intentions in Vietnam hotel industry.
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Jain, Namrata Rajendra Kumar. "Examining the Impacts of Robot Service on Hotel Guest Experience." Thesis, 2021. http://dx.doi.org/10.7912/C2/22.
Повний текст джерелаАнотація:
Indiana University-Purdue University Indianapolis (IUPUI)The aim of the study is to assess the impact of robot service on hotel guest experiences. Application of technology in tourism and hospitality services is growing each day. Using robots in hospitality establishment is becoming more and more popular, mainly because it can help cut down the labor costs, increase efficiency and reduce human contacts. Very few studies, however, have been done on examining customer experience regarding robots used in the hotel. Social media sites such as TripAdvisor are popular platforms where people share their first-hand experiences. Hence, this study focuses on studying the reviews of robotic hotels. Using the software Leximancer, reviews were studied and categorized in different themes to understand if the presence of the robot would create positive or negative experience for customers. The sample of the study included total of 2383 reviews related to robotic hotels from TripAdvisor from January 2011 to October 2020. The findings highlighted the major themes as Room, Robot, Hotel and Staff and their relationship with the ratings. It also provided insights into the contribution of robot service to consumer’s hotel experiences.
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Gomes, Patrícia Martinho. "Funções do Guest Relations em Hotelaria." Master's thesis, 2014. http://hdl.handle.net/10400.26/19097.
Повний текст джерелаАнотація:
Procura-se neste trabalho aprofundar as funções do Guest Relations (GR) em hotelaria, sendo este serviço de GR um serviço que deriva das próprias Relações Públicas (RP).
Irei abordar o conceito de RP na perspectiva de vários autores e procurarei também relacionar o conceito de GR com o de RP. Falarei brevemente da evolução da carreira de RP.
Será abordada a envolvência histórico-cultural e artística do Altis Belém Hotel & SPA, bem como será feita uma descrição da unidade hoteleira, desde os seus restaurantes, os seus quartos temáticos e o seu SPA
Realizei um estágio de 502 horas no Altis Belém Hotel & SPA como GS e GR que teve início a 4 de Janeiro de 2014. Mediante esta experiência irei descrever as funções desempenhadas como GS e GR durante o estágio. Verifiquei a importância do GR no bom acolhimento do cliente, no estabelecimento de uma ligação entre vários elementos do hotel, como por exemplo, quando se verifica a actividade do GR nos restaurantes, este de fato estabelece um elo entre os empregados de mesa e o chefe de sala e há um forte desempenho do GR ao nível de bem receber o cliente.
Em suma, procuro definir as funções do GR em hotelaria, que como se pode verificar neste trabalho, variam de hotel para hotel, não deixando de ter um ponto comum: a satisfação do cliente através de um relacionamento cuidado com este.
Irei apresentar os resultados dos inquéritos de satisfação ao cliente realizados pelo Altis Belém Hotel & SPA nos anos de 2012 e 2013. Dados estes que são tratados e analisados dando-se particular atenção ao Índice de Excelência alcançado pelo hotel em diversos setores durante estes dois anos.
As conclusões apresentadas apontam no sentido de se considerar a actividade de RP e de GR como sendo levadas a cabo por todo o staff do hotel que esteja em contato direto com o cliente, fundamentando-se na análise aos dados dos inquéritos.This paper seeks to deepen the functions of Guest Relations (GR) in hospitality, and this service GR a service that derives from own Public Relations (PR). I will adress the concept of PR in view of various authors and also try to relate the concept of GR with the PR. I speak briefly of the career development of PR. The historical-cultural and artistical surroundings of the Altis Belém Hotel & SPA will be adressed as well as a descripton of the hotel unit will be made from it’s restaurants, it’s themed rooms, it’s SPA to it’s Bar. I made a 502 hour internship in Altis Belém Hotel & SPA; The first half of the internship as a Guest Service (GS) and in the second half of the internship as a Guest Relations. Through this experience I will describe the functions performed as GS and GR during the internship. I checked the importance of GR in the good reception of the client, to establish a connection between various elements of the hotel, for example, when there is the activity of GR in restaurants, this fact establishes a link between the waiters and the head room and there is a strong performance of GR in terms of welcoming the client. In short, I try to define the functions of the GR in hospitality, which as can be seen in this work vary from hotel to hotel, while taking a common point: customer satisfaction through careful relationship with the client. I will present the results of customer satisfaction surveys conducted by Altis Belém Hotel & SPA in the years 2012 and 2013. These data are processed and analyzed by giving particular attention to the Index Excellence achieved by the hotel in various sectors during these two years. The conclusions presented point towards considering the PR and GR activity as being carried by all the hotel staff that is in direct contact with the client, being these position fundamented by the analisys of the surveys data.
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Emmanuel, Some, and Some Emmanuel. "Service Quality and Guest Loyalty in Hotel Industry at Ouagadougou, Burkina Faso." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/51719774444420267089.
Повний текст джерелаАнотація:
碩士亞洲大學
國際企業學系碩士班
101
This study has investigated the effects of service quality and guest loyalty in Ouagadougou hotel industry. Based on SERVQUAL model, this paper seeks to point out through the literature review in order to investigate the effects of individual dimensions of service quality in generating and maintaining guest loyalty. It also examined the relationship between guest loyalty and the five service quality dimensions, namely reliability, responsiveness, assurance, empathy, and tangibility. The paper finds that reliability, responsiveness, assurance and empathy are positively related to service quality, which in turn is positively related to guest loyalty.
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Pietrasz, Alicja. "Achieving hostel guest satisfaction: Customer experience approach." Master's thesis, 2013. http://hdl.handle.net/10071/6647.
Повний текст джерелаАнотація:
This thesis focuses on Tourism sector (youth hostel holiday accommodation) and it is led by the marketing strategy that has been recently adopted in most sectors as well in tourism that is Relationship Marketing.
Recently, youth travel is a growing sector, but there is still lack of studies related to it. The objective of this study is to identify the factors that build the customer experience within the Youth Hostel sector and investigate the factors that have impact on it. A theoretical framework was developed for this study. The customer experience has been defined according to the Shaw’s Customer Experience Hierarchy of Needs Theory. Following expectancy-disconfirmation theory of Oliver (1980), experiences were divided in expected and received by customer. The gap between what customer expects and receives is actually perceived as the obtained service, which is a base for customer satisfaction.
The study utilises two surveys as data collection tools. They were distributed in five European hostels and they contained questions related to the customer needs, according to Shaw’s Theory, and were divided in four groups (as layers). The data were analysed using quantitative methods.
The main practical implication of the thesis is that it provides guidelines for the hostel management, to create customer satisfaction, through improving customer experience. The results emphasize the importance of staff performance. Another finding is that the length of the stay has an important impact on the expectations of the youth travellers. People that stay longer are more involved in the hostel choice.A presente tese incide sobre o setor do Turismo (alojamento de férias em pousada de juventude), sob o ponto de vista da estratégia de marketing que tem sido recentemente adotada na maior parte dos setores e também no turismo, o Marketing Relacional. Recentemente, o turismo juvenil tem-se revelado um setor em crescimento, mas ainda há alguma escassez de estudos que lhe estejam relacionados. O objectivo deste estudo é o de identificar os fatores que compõem a experiência do cliente no sector das Pousadas de Juventude e investigar o respectivo impacto. A investigadora escolheu as unidades de negócio das Pousadas de Juventude independentes como objeto da investigação. Foi desenvolvido um quadro teórico para este estudo. A experiência do cliente foi definida de acordo com a Teoria da Hierarquia de Necessidades de Experiência do Consumidor, de Shaw, e dividida em quatro componentes principais (ou níveis). Segundo a teoria da expectativa-desconfirmação de Oliver (1980), as experiências do cliente foram divididas entre esperadas e obtidas. A diferença entre o que o cliente espera e o que recebe é na realidade apercebida como o serviço obtido, o qual é uma base para a satisfação do cliente. O estudo utiliza dois questionários como ferramentas de recolha de dados, que foram distribuídos em cinco pousadas europeias. Os questionários continham questões relacionadas com as necessidades do cliente, de acordo com a Teoria de Shaw, as quais estavam divididas por quatro grupos (referentes aos níveis de necessidade). Os dados foram analisados pela aplicação de métodos quantitativos. A principal implicação prática desta tese é a de que ela disponibiliza linhas de orientação para a gestão das pousadas, de forma a criar satisfação no cliente, através da melhoria da respectiva experiência. Os resultados realçam a importância do desempenho do staff. Outro resultado aponta para que a duração da estadia tenha um impacto importante nas expectativas dos jovens viajantes. Os que planeiam permanecer mais tempo apresentam um maior envolvimento na escolha da pousada.
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Silva, Pedro Poças Reis da. "Value co-creation in sharing systems: Airbnb guests' participation in value co-creation practices." Master's thesis, 2018. http://hdl.handle.net/1822/54172.
Повний текст джерелаАнотація:
Dissertação de mestrado em Marketing and StrategySharing systems, i.e., systems of economic actors who participate in a flow of exchange enabled or managed by a physical or virtual platform, have captured the interest of the industry and academia, for its disruptive innovation, growth curves, flexible supply and potential to extract value from underused resources. Given its novelty, marketing research on such systems is underwhelming. Timely, marketing researchers, have been expressing a growing interest in the active role that a consumer plays in his/her own value creation. The notion of consumer value co-creation and its ground on SD-logic has propelled researchers into a new marketing paradigm, that reveals itself to be an adequate lens to study a new breed of business models and markets such as sharing systems. This dissertation explores the marketing implications of guests participating in value co-creation for the Airbnb system. As such, it aims at meeting the following research goals: 1. Evaluate the participation of guests in value co-creation in Airbnb experiences; 2. Evaluate the participation of guests in value co-destruction in Airbnb experiences. We conducted an online questionnaire to Portuguese Airbnb’ guests and obtained 101 valid answers. We found that though guests participate in some value co-creation processes and practices, and to some extent, value co-destruction, participation in isolated practices/processes has an insignificant relationship with satisfaction and the likelihood of choosing a sharing system again constructs. We also found participation in co-creation to be relatively homogenous across age, gender, duration and house sharing, and found small differences among group size and travel goal. We conduct a critical analysis of our results and comparing them with existing literature for further elaboration. This study finds that single practices alone or all-encompassing processes may hold poor significance in value determination for the consumer and the firm. It also includes a practice and processes approach and suggests practices may hold more analytical power for marketers. As such, it provides the academia with suggestions and directions for conducting research on this topic. For the industry, this study informs decision makers, practitioners and entrepreneurs on the idiosyncrasies of designing, managing and promoting sharing systems with value co-creation in mind. The study endures the limitation of the infancy state of research in value co-creation (namely the lack of problem-focused developed scales), the use of a convenience sample and consumer bias.
Os sistemas de partilha, constituídos por agentes económicos que participam num fluxo de trocas permitido ou gerido por uma plataforma física ou virtual, captaram a atenção da indústria e da academia, pela sua inovação disruptiva, curvas de crescimento, fornecimento flexível e potencial para criar valor através de recursos subutilizados. Dada a sua novidade, a pesquisa de marketing em tais contextos ainda não foi devidamente explorada. Oportunamente, os investigadores de marketing têm mostrado um interesse crescente no papel ativo que o consumidor tem na sua criação de valor. A noção de cocriação de valor e a service-dominant logic (SD-logic) impulsionou os investigadores em direção a um novo paradigma de pesquisa de marketing, que se revela como uma lente apropriada para estudar este novo tipo de sistemas. Esta dissertação explora as implicações de marketing dos hóspedes participarem em cocriação de valor para os próprios e para o sistema do Airbnb. Deste modo, procura cumprir os seguintes objetivos: 1. Avaliar a participação dos hóspedes na cocriação de valor em experiências de Airbnb; 2. Avaliar a participação dos hóspedes na codestruição de valor em experiências de Airbnb. Realizamos um questionário online a hóspedes portugueses do Airbnb e obtemos 101 respostas válidas. Descobrimos que apesar dos hóspedes participarem nos processos e práticas de cocriação que testamos, a sua participação parece ter uma relação insignificante com os construtos de satisfação e probabilidade de voltar a escolher um sistema de partilha. Descobrimos ainda que a participação é relativamente homogénea em termos de idade, género, duração, partilha de habitação, e encontramos pequenas diferenças por objetivo de viagem e tamanho de grupo. Este estudo propõe que práticas isoladas ou processos gerais de cocriação podem ter uma relação demasiado fraca para ser medida de acordo com os métodos e critérios atuais. Também inclui a abordagem de práticas e processos que podem ter mais poder analítico para praticantes de marketing. Neste seguimento, propõe sugestões e direções para elaborar investigação neste tópico. Para a indústria, este estudo informa decisores, praticantes, e empreendedores sobre as idiossincrasias de desenhar, gerir e promover sistemas de partilha tendo em conta a cocriação de valor. As limitações do estudo devem-se ao estado subdesenvolvido da investigação em cocriação, (nomeadamente, a falta de escalas desenvolvidas e testadas), o uso de uma amostra de conveniência e o enviesamento do consumidor.
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Shih-Chieh, Lin, and 林士傑. "A Study on B&B’s WOM Communication-Influence of Guest-Host Interaction, Service Quality and Satisfaction." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/53598892131700297209.
Повний текст джерелаАнотація:
碩士國立嘉義大學
休閒事業管理研究所
94
Rural tourism has received the much favor because consumer longed for traveling in countryside to pursue the depth natural experience. B & B usually locates in the scenic spot and take enthusiasm, enjoyable interaction as its characteristics that differ from hotel. Additionally, B&B operator and .consumer both take word of mouth as their major marketing approach and information resource, therefore, it’s very important to find out the key factor for which will affect consumer intention of word of mouth (WOM) communication. Besides service quality and satisfaction, host-guest interaction was considered as a key to operate B&B successfully by many scholars, therefore, the host-guest interaction quality must taken into account in consideration of consumer intention of word of mouth. However, there are some B&B start to move towards the hotel management way in order to survive, then lose its characteristic gradually. Such phenomenon not only meant consumer loses the opportunity to experience the traditional B&B, the evaluations to interaction quality, service quality, satisfaction and recommendation will of consumer who lives in the traditional B&B is obviously higher than those live in hotel type or not? The main purpose of this study aims to explore the inter-relationships of interaction quality, service quality and satisfaction, so as to discover the influence effect and the importance on WOM. The study also compare the difference of consumer’s evaluations who lives in the traditional and hotel type B&B. The study is basis of above purposes to offer future reference to B&B operator in drawing up the marketing strategies. The study used questionnaire survey method to collect the required data. The study obtained 260 valid samples. The result demonstrated that interaction quality is the most key influence factor of B&B operation, which imply that when consumer’s evaluations of interaction quality is good, it could not only appraise the consumer’s evaluations of whole service quality and satisfaction, but also urges consumer to recommend to other people finally. Otherwise the result showed that the evaluations of interaction quality, service quality and recommendation will of consumers who lives in the traditional B&B are all obviously higher than the other who lives in the hotel type B&B.
34
Huang, Yi-Jyun, and 黃怡君. "Relationship among Service Quality, Relationship Quality and Loyalty in B&B: The Perspective of Host-guest Interaction." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/cgs2m2.
Повний текст джерелаАнотація:
碩士國立東華大學
觀光暨休閒遊憩學系
101
Comparing with other hospitality businesses, host-guest interaction is particularly important for B&B management. The relationship quality is critical to assess the interaction process during service encounters. This study aims to explore the relationship among “service quality”, “relationship quality” and “loyalty” which forms relationship quality model, and further scrutinize discuss the moderating influences of host-guest interaction. Data was collected from visitors staying at least one night in B&Bs at Hualien county. Total 314 valid questionnaires were used for analysis and model construction by method of Structure Equation Modeling. Study results reveal that: (1) service quality positively affects customer loyalty; (2) service quality positively affects relationship quality; (3) relationship quality positively affects loyalty and serves as a mediator between service quality and loyalty. In addition, this study also found that the host-guest interaction serves as an important moderator for the service quality relation model. When the degree of host-guest interaction is high, service quality positively affect relationship quality and loyalty, but the effect of relationship quality on loyalty was not significant. When the degree of host-guest interaction is low, service quality can influence loyalty under the necessary mediating effect of relationship quality. In sum, it is important to B&Bs to provide high quality service and enhance customer loyalty. In the relationship quality model, service quality is critical to raise relationship quality and customer loyalty. More importantly, under the condition of high host-guest interactions, service quality can directly enhance customer loyalty without the necessary to increase the level of relationship quality.
35
Yeh, Yu-Wen, and 葉俞彣. "Hotel Service Quality and Customer Experience Service Value and Repurchase Intention – Using Penghu MF Hotel guests as an Example." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/3payy4.
Повний текст джерелаАнотація:
碩士國立澎湖科技大學
觀光休閒事業管理研究所
103
This thesis was intended to examine the relationship of service value, service quality and repurchase intention across different demographic variables, taking the guests at MF Hotel in Penghu as an example. It also aimed to explore the correlation of service quality & service value, service quality & repurchase intention and service value & repurchase intention. Through purposive sampling and questionnaires, 440 valid samples were selected in this study. Research methods include T-test, one-way ANOVA, Scheffe, Pearson correlation and Regression Analysis. The results of this study showed that there are significant differences in service quality, service value and repurchase intention across different demographic variables: the three variables are positively correlated, including service quality & service value, service quality & repurchase intention, service value & repurchase intention. In addition, service quality and service value have a positive impact on repurchase intention. Finally, the results of this study are offered to Penghu MF Hotel and other local tourism industry for their references to enhance service value, service value and repurchase intention.
36
Tso, Ju-Chih, and 左如芝. "The Research on Business Hotel Service and Room Guest Consuming Behavior ─A Case Study of The Landis Taichung Hotel." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/04963087609723864676.
Повний текст джерелаАнотація:
碩士朝陽科技大學
休閒事業管理系碩士班
90
Abstract The hotel plays an important role in the modern economic system and the recreational industry, and its status cannot be neglected. Therefore, the importance of hotel management has its meaning and value to discuss. In the past, the topics about hotel researching were mostly focused on its management achievements, service quality and guest satisfaction. However, the analysis on the relationship between business hotels service and guest consuming behavior was seldom involved. This research will start from the direction of business hotel service to study the guests consuming behavior. Hope the results can provide hotel-operators some useful reference. Based on the background factor, the research takes the Landis Taichung Hotel as the researching object to study business hotel service and guest consuming behavior. There are three researching goals planned out, which are as follows. First, analyzing business hotel service. Second, discussing the types of guests in business hotels. Third, outlining the current situation of guests using hotel service. The researching facets in this research are the motivations of guests, life styles of guests, guests’ performances, guests’ types, and types of hotel service. This research adopts the convenience sampling method collecting 228 questionnaires and uses Descriptive Statistics Analysis, Pearson’s Correlation Analysis and Cross Analysis as researching methods to do the data processing. After analyzing and inducing, the researching results are concluded, and are as follows. First, most of the guests in business hotels are in the middle or upper social status. Second, the result of the guests’ motivations research reflects their identification to the hotel. Facility hardware, compared with the service, can gain higher identification. Third, among all of the life styles of guests, people who enjoy quality occupy the most percentage. Fourth, from the numbers of staying nights, bill payer, the times of staying in to the status of guests, all show up a centralized phenomenon. Fifth, most of the guests in business hotels are of business guests. However, guests who are recreational types are also the important customer origins of business hotels. Sixth, except staying in the hotel, guests using extra kinds of added service occupy a low percentage. According to all the results, the research concludes four suggestions as the reference for the people who operate business hotels. First, pay more attention to free added service items which guests use most. Second, increase guests’ need and using frequency of the charged hotel restaurant service. Third, strengthen the service and facility for female guests. Fourth, concern on the developing trend in which recreational type guests are important customer origins on holidays. Besides, the research also raises some suggestions for subsequent researchers, which are as follows. First, enlarge the researching objects. Second, use the random sampling method to do the data collecting. Third, because the characteristics of business guests have the centralized phenomenon, in order to facilitate the presentation of statistic results, the design of questionnaires should avoid the situation in which there are too many scattered figures presenting. 【Key words】: Business Hotel, Motivation, Life Style, Guest Type, Hotel Service
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Pimentel, Duarte Maria Megre Almeida de Oliveira. "Os Guest Reviews no processo de decisão de reserva num hotel: o caso português." Master's thesis, 2015. http://hdl.handle.net/10400.26/19389.
Повний текст джерелаАнотація:
Os comentários de satisfação de clientes estiveram anos perdidos em departamentos de qualidade mas atualmente são completamente virais e fogem ao controlo dos gestores hoteleiros pois resultam de websites de comentários que privilegiam a relação entre consumidores e partilha de opiniões e experiencias a uma escala global.
Esta realidade pode revelar-se benéfica na promoção de um hotel ou, por outro lado, bastante inconveniente. A forma como os gestores hoteleiros lidam com esta realidade e gerem a qualidade do serviço, a satisfação dos seus clientes e a reputação online é crucial para o sucesso do negócio.
O presente estudo pretende aferir a importância dos comentários online no sucesso de um hotel e encontrar uma relação entre os comentários online e a sua influência no comportamento dos consumidores no processo de decisão de reserva num Hotel.
Para este objetivo foi efetuado um inquérito a 517 consumidores portugueses utilizadores de internet e clientes de hotéis no último ano e os resultados permitem concluir que mais de 87% dos inquiridos consultam websites de comentários antes de efetuar reserva num hotel, 81% em caso de dúvida entre hotéis com preço idêntico escolhem o que tem melhores comentários, 79% dos inquiridos afirmam que não escolheriam um hotel com comentários negativos e perto de 77% afirmam que estariam dispostos a pagar mais para escolher um hotel com melhores comentários.
Os websites de comentários mais utilizados pelos inquiridos são a booking.com com mais de 52% das preferências, seguido pela tripadvisor.com com perto de 36%.
Sobre os fatores de decisão na escolha de um hotel os guest reviews aparecem como 2º fator mais importante numa lista de 11, com uma média de respostas de 4 numa escala de 1 a 5 apenas superado pelo fator “preço e promoções” com 4,2 e acima da “opinião de familiares e amigos” com 4 e bastante acima de fatores com a “marca” em 6º lugar com 3,4; “página do hotel nas redes sociais” em 7º lugar com 2,9 e “programa de fidelização” em 9º lugar com 2,4.The customer satisfaction reviews have been lost in quality departments but now they are completely viral and completely beyond the control of hoteliers as result of guest reviews websites that focus on the relationship between consumers that share opinions and hotel experiences on a global scale . This reality can reveals benefic on promoting the hotels or can be quiet inconvenient. The way hoteliers deal with this fact and manage the quality of service, guest satisfaction and online reputation in crucial do business success. The present study aims to assess the importance of online reviews on the success of a hotel and find a relationship between the online reviews and their influence on the consumer behavior in the decision-making process of booking a Hotel. For this purpose an inquiry was made to 517 Portuguese consumers, all internet users and hotel guests in the last year and the results allows to conclude that more than 87% of respondents browse guest reviews websites before booking a hotel, 80.9% in case of doubt between hotels with identical price choose what's with better reviews and 79% of respondents claim they don't choose a hotel with negative reviews and about 77% claim that they would be willing to pay more to choose a hotel with better online reviews. The most popular guest reviews websites used by the respondents are booking.com with more than 52% of preferences, followed by tripadvisor.com with about 36%. About the decision factors in choosing a hotel the guest reviews appear as second most important factor in a list of 11, with a response average of 4 on a scale of 1 to 5 only surpassed by "price and promotions" with 4.2 and above the factor "family and friends opinion" in 3rd place with 4 and also above the factors "brand" in 6th place with 3.4; “social networks hotel page” in 7th place with 2.9 and “hotel loyalty program” in 9th place with 2.4.
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ŠIRMEROVÁ, Jana. "Inovace služeb ve vybraném penzionu." Master's thesis, 2011. http://www.nusl.cz/ntk/nusl-52668.
Повний текст джерелаАнотація:
The main aim of this diploma thesis is to analyze the services provided by the pension which is located in the center of České Budějovice and analysis of the guests satisfaction with the services provided and their interest to extend the service offer.
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Shammout, Ahmad Bahjat. "Evaluating an extended relationship marketing model for Arab guests of five-star hotels." 2007. http://eprints.vu.edu.au/1511/1/Shammout.pdf.
Повний текст джерелаАнотація:
Increasingly, relationship marketing has been viewed to be critical to the success of business firms, with the growing understanding that acquiring new customers is far more expensive than maintaining existing ones. While keeping customers loyal, however, is a key objective of relationship marketing, there is little agreement on which antecedents could be used to achieve this aim. In response, this thesis develops a model of relationship marketing based on a review of the literature to empirically investigate in one single model: (1) the affect of relational bonds (financial, social and structural) on relationship quality and customer emotions; (2) emotions on relationship quality; and (3) the ultimate affect of both relationship quality and emotions on customer loyalty. In particular, this thesis seeks to investigate the role of the emotions variable as a consequence of relational bonds (financial, social and structural), and antecedent of relationship quality. Furthermore, it presents and discusses empirical findings from a survey of 271 loyal Arab guests at five-star hotels examined from their perspectives as end users using structural equation modelling (AMOS 6.0). The findings of this thesis largely support the hypothesised relationships proposed in the theoretical model. Specifically, the results revealed that social and structural bonds, but not financial bonds, are crucial in affecting relationship quality and customer emotions. The results also provide strong evidence of the relationship between emotions and relationship quality, which in turn are necessary determinants of customer loyalty. This thesis contributes to theoretical and practical knowledge by providing for the first time, evidence about relationships between social and structural bonds and emotions, and further between emotion and relationship quality. The inclusion of an emotions construct is suggested to contribute additionally to the body of relationship marketing literature and provide a more complete model within a hospitality context. Findings imply the need for service firms in general, and hotels in particular, to strategically lever on the key antecedents of a relationship quality and customer loyalty including relational bonds and emotions, in pursuit of a more competitive advantage, and long-term profit.
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Mvana, M. "Measuring service quality in guesthouses in Kimberley through the use of the Servqual instrument." Thesis, 2013. http://hdl.handle.net/10352/257.
Повний текст джерелаАнотація:
M. Tech. (Tourism and hospitality Management, Faculty of Human Sciences)|cVaal University of TechnologyThe growth of the tourism industry led to the development of various different types of tourism products. In order to remain competitive it is important that tourism products provide high-quality services for tourists. Tourists are, however, becoming more demanding due to higher education levels, more sophisticated tourists that travel more and are more exposed to various types of experiences. It is therefore important that tourism products satisfy the expectations of the guest to increase loyalty levels as well as return to the product. It is difficult today to exceed the expectations of the guest but high levels of service quality can make a difference in the customer experience and it is thus worthwhile to go the extra mile for guest. Although service quality has been measured in various research studies it has not been measured for the guesthouses in Kimberley and this information can be to the advantage of the tourism products as well as to that of Kimberley as a destination. The main aim of this study was to measure service quality levels of guesthouses in Kimberley based on the SERVQUAL instrument to gain a competitive advantage over similar tourism products and to assist these products in meeting and exceeding guest’s expectations. Questionnaires were distributed at participating guesthouses in Kimberley. A total of 500 questionnaires were distributed among guests guest of which 450 were used in the analyses. The questionnaire was divided into four sections, namely socio-demographic information, the expectations of guest, the perceptions of guest and the overall service quality of the guesthouse. The data resulting from the questionnaires was captured and analysed by means of descriptive and exploratory analyses in SPSS. A factor analysis was applied to the 29-attribute scale measuring service expectations and perceptions. The paired-samples t-tests were used to determine the differences in the expectations and the perceptions. The multiple regression analysis was done to determine the aspects best predicting the overall service quality levels in the guesthouses. From the descriptive analyses it was clear that the two main expectations from guests include the following: employees will be willing to serve and that employees will always be available when needed. The highest mean value was obtained for the first aspect mentioned. In terms of the perceptions, the main perceptions of the guest included: employees gave individualised attention, the operating hours of the guesthouse are convenient and the guesthouse provides a safe and secure environment. In the case of perceptions, the aspect that yielded the highest mean was: employees are always available when needed. The paired t-test revealed very few differences in expectations versus perceptions and this indicated that respondents are satisfied with the service levels and that the guesthouses did better than expected. The factor analyses revealed the following five factors: Tangibles, Adequacy, Understanding, Assurance and Convenience. Before visiting the guesthouse it was clear that Assurance made the strongest contribution to overall service quality but after visiting the guesthouse Understanding and Convenience made the strongest contribution to overall service quality; thus indicating what is important to the guests. This study contributes to the existing body of knowledge in guesthouse management but also to service quality in accommodation establishments such as guesthouses. Knowing that service levels in the participating guesthouses adhered to the needs of the current guests guest is encouraging, but these establishments need to plan strategically for when these guests guest overnight again and might expect something additional, extra or even different.
National Research Foundation
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Bunzel, Dirk, University of Western Sydney, and Faculty of Business. "Real numbers, imaginary guests, and fantastic experiences : the Grand Seaside Hotel and the discursive construction of customer service." 2000. http://handle.uws.edu.au:8081/1959.7/27816.
Повний текст джерелаАнотація:
Based on a fourteen-month period of ethnographic research conducted in an Australian Coastal hotel, this thesis explores the issues of management in a flexible organization. Using a textual approach to the study of organizations, the thesis focusses on the customer service discourse, its constituents, and the processes of its symbolic (re-) production in the hotel studied. Using a variety of textual data-among them academic publications from authors as diverse as Foucault, Clegg, Haugaard, Ritzer and Castoriadis; various forms of fieldnotes; and detailed descriptions of ritual and ceremonial events - the thesis not only provides a vivid account of organizational life at the hotel, it also identifies aspects of the latter such as meetings, training and reward programmes, and customer response schemes, as disciplinary technologies applied to govern both employees and customers. Extending the considerations about the disciplinary qualities of the customer service discourse and linking them with the issues of new forms of control as recently debated in the larger field of organization studies, the thesis will identify the processes of imagination, normalization, and subjugation as central to the establishment of a new management doctrine: corporate culturism. This discussion will also reveal the essentially hybrid nature of control under this new doctrine and it will expose the process of managing meaning as fundamental to its constitution and endurance. Respectively, the thesis will identify the hotel studied as an organization that thrives on corporate culturism. As the thesis represents a contribution to the field of (organizational) ethnography, it will - by recurrently reflecting on some of the contemporary debates in the field- implicitly address status and practicability of empirical (ethnographic) research in a postmodern world.Doctor of Philosophy (PhD)
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Tien-yu, Lin, and 林恬予. "A Study on the Relationship among the Hotel Service Quality, Guests'' Satisfaction and the Desire to return." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/44236230733181866557.
Повний текст джерелаАнотація:
碩士長榮管理學院
經營管理研究所
88
Abstract In recently year, more and more international hotels were established in Taiwan. According to the abstract of hotel operation statistics, January 2000: the top five occupancy rates of Taiwan hotels are Grand Formosa Regent Taipei, The Leofoo, Hotel Royal Taipei, Far Eastern Plaza Hotel and The Sherwood. This datum shows that all the top five hotels are located in Taipei. In order to upgrade the occupancy rates and operating income of the southern hotels and let the long operating hotels have the competition ability. The primary motivation of this study is to upgrade the service quality and guests'' satisfaction and the desire to return. The samples for this study include 157 customers from the Hotel Holiday and Kingdom Hotel located in Kaoshiung. The research aims at finding the relationship between the guest valued, guests'' satisfaction, service quality and the desire to return. This study has sending 400 questionnaires and receiving 157 questionnaires back. The valid retrieval rate is about 39%. Based on the research design and nature of data, different statistical methods were selected and use for different data analysis. One-Way Analysis of Variance, Person Correlation Analysis, Paired-comparison T test, Chi-square Distribution and Cononical Correlation Analysis were selected and used in this study. The conclusions are including: guest valued , guests'' satisfaction and service quality belong to the medium above degree; guest valued , guest'' satisfaction and service quality have the directly relationship with the desire to return . There exists obvious variance between the position and the income of population statistics variation and the guest valued ; and the obvious variance between the nationality, the income and the guests'' satisfaction; and the obvious variance between the nationality, the age, the income and the service quality. This study shows that the guests'' satisfaction degree is higher as the hotel has the higher service quality. Keyword: guest valued, guests'' satisfaction, service quality, the desire to return.
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Cheng, Chiu-Lung, and 鄭秋龍. "The Research of Green Eco– Service Quality Satisaction and Guest Restay Intent in Kenting Area B＆B–A Case Study Based on Environmental Awareness from Tourists." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/08719101701249273989.
Повний текст джерелаАнотація:
碩士亞洲大學
休閒與遊憩管理學系碩士在職專班
101
Abstract Due to climate change, the world begins to focus on energy, global warming and other environmental issues, pursuing sustainable development. As people became more aware of the environmental conservation issues, B&B (Bed & Breakfast) industry also began to promote eco-environmental concept and it is a trend for B&B owners in the future. A successful eco-friendly green B&B depends not only on the willingness of the owners to do so, but also on there being a sufficient number of guests who try out the green B&B and obtain excellent experience, and who will also be willing to return in the future. Thus, the purpose of the research is to investigate the relationship among green service quality, customer satisfaction and revisit intension, which interviews tourists who stay at green B&Bs in Kenting. Relevant literature were collected and a research structure was established through literature study. A total of 250 questionnaires were sent out from April 1st, 2013 to April 7th, 2013, and 195 valid responses were received. Hierarchical regression analysis was used to test the hypotheses and the results shows that: Consumers with higher education degree and with average monthly income between $17,001~$34,000 have higher revisit intension for green B&Bs. Also, the higher the green service quality, the higher is the consumers’ satisfaction and revisit intension. According to the result, we suggest that B&B owners should put the environment strategy into practice to raise customer satisfaction and revisit intension for green B&Bs. Moreover, the government can put more emphasis on environmental education programs and establish policies for green B&B’s
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HUA, CHEN FANG, and 陳芳華. "A Study of Preference of Business Guests toward Hotel’s Facility and Service - a Case of Economic Style Hotels in Kaohsiung." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/49693769414352784985.
Повний текст джерелаАнотація:
碩士國立高雄應用科技大學
觀光與餐旅管理研究所
96
The purpose of this study is to investigate the perceived preference of business guests toward hotel’s facility and service and test if there is a significant difference between expectation and perceived performance. The data were collected by a questionnaire including expressions such as personal background information, accommodation features, satisfaction, and expectation. The subjects are business guests selected by convenience from 12 economy style hotels in Kaohsjung city and total 470 questionnaires were completed effectively. The data were analyzed by descriptive statistics, factor analysis, Importance and Performance Analysis (IPA), one way Anova, and regression analysis. The results show that most of the business guests think highly of the safety and essential features of the hotel facilities and basic service. In addition, the expected service had significant positive relationship with loyalty. The regression analysis revealed that perceived performance or integrated satisfaction provided with somewhat prediction ability to customers’ recommendation or repeat visit. The results may be helpful to the management of a economic style hotel.
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WU, HUNG-WEI, and 吳泓緯. "The Influence of Hotel Guests Technology Anxiety to Their Intention to Use Smart Phone Keyless Self Service: An Application of TAM." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/k8mwv2.
Повний текст джерелаАнотація:
碩士中國文化大學
觀光事業學系
104
With the smart phone and self-service technology (SST) are getting popular, people who live in Taiwan are more and more depending on smart phone and what it bring. In recent years, the booming market of tourism in Taiwan give rise to competitive market of hotel industry. Therefore, how to differentiate with traditional hotel service content and attract more and more hotel guests are the critical issue in this study. According to the related status above, the research use smart phone keyless self-service as this study topic to examine hotel guests’ technology anxiety and intention of use. The research conceptual framework is based on technology acceptance model (TAM), which is aim to examine the relationship between technology anxiety (TA), perceived of ease of use (PEOU), perceived of usefulness (PU) and intention of use (IOU). The methodology of study is convenience sampling which composed of simulation scenarios of paper questionnaire by domestic hotel chain guests. According to the analysis results, there is significant negative effect between TA and PEOU as well as TA and PU. Furthermore, there is significant and positive relationship between PEOU, PU, and IOU. Moreover, TA and PEOU are both have the most significant difference in every demographic variables. The direction of this study is aim at the technology service in the future, also supply hotel industry a reference to consider whether introduce the SST or not. Most of all, the study hope that the study can contribute to Taiwan's hotel industry in the future.
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ŠUBRTOVÁ, Kateřina. "Analýza ubytovacího zařízení ve zvoleném regionu - Šumava." Master's thesis, 2009. http://www.nusl.cz/ntk/nusl-46179.
Повний текст джерелаАнотація:
The aim of the diploma thesis was to analyze the accommodation offer at Horská Kvilda,specifically comparison of quality and price connected accessibility of such services. One of the partial aims was to analyze current state of the selected accommodation unit, Lovecká chata, situated in the Horská Kvilda municipality, Šumava tourist region. Based on the comparison analysis and a field research to suggest measures leading to improvement of the market position of the accommodation unit.
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DUSPIVOVÁ, Marie. "Kvalita služeb, řízení lidských zdrojů a podniková kultura v cestovním ruchu." Master's thesis, 2010. http://www.nusl.cz/ntk/nusl-79821.
Повний текст джерелаАнотація:
This thesis is about human resources management and corporate culture in the restaurant {\clq}qZlatý jelen`` in Horažďovice. The main aim of this thesis was to deal with some aspects of human resources management and corporate culture that influence the quality of the offered services in specific conditions of a small firm. For closer investigation of these issues I used two structured questionnaires and the test of colourfully semantic differential (TBSD). I suggested some provisions for the future in the closing part of this thesis. I hope my suggestions will help increase the quality of the services, the standard of human resources management and corporate culture in this restaurant.
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Mebuge, Chinelo Ogochukwu. "Analysing the use of integrated marketing communication at the View Boutiqu Hotel in Johannesburg, South Africa." Diss., 2018. http://hdl.handle.net/10500/25388.
Повний текст джерелаАнотація:
Text in both English and AfrikaansSince the early 2000s, the tourism industry in South Africa has experienced phenomenal change and, concomitantly, the hospitality industry has also seen significant growth. This growth has been driven by factors such as the increased demand for hospitality in both the leisure and the business markets. The hotel industry has immensely been benefited. The Tourism Business Index’s report released quarterly by the Tourism Business Council of South Africa, indicating that the revenue received from each available room in the hotel sector increased significantly from 2009. Tourism research has revealed that, globally, the hospitality industry is among the largest employers of labour. The hospitality industry, especially the hotel sector, works hand in hand with tourism. Tourists traveling to a destination require accommodation which is generally provided by hotels. If the tourist is to have a good experience, it is vital that the tourist organisation and the hotel communicate so as to exchange information. Integrated marketing communication (IMC) has been described as a concept that many organisations adopt in order both to coordinate the operation of the organisation effectively and to increase the bottom line. In IMC, also creates synergy within an organisation and paves the way for consistent messages to be sent out to the organisation’s target audience. The aim of this study was to analyse the use of IMC by the View Boutique Hotel in Johannesburg, South Africa. To analyse the IMC at the hotel, in-depth interviews were conducted with both marketing staff and guests. In the aspect of planned messages, the outcome of the study revealed that the hotel uses marketing communication tools on a limited scale and, that to ensure message consistency the manager handles all external communication activities. However, the study also showed that ensuring message consistency should be the responsibility of everyone employed in the hotel. With regard to the product messages, the study showed that guests were negatively disposed towards the food, beverages, entertainment and recreation offered by the hotel. However, the service messages of the study indicated that the hotel’s service quality was good and that the staff were responsive to the needs of the guests. In respect of unplanned messages, the study showed that the hotel was receiving limited coverage from the media and that word of mouth communication was an effective tool in the hotel’s communication toolbox. On the whole, thus, it may be said that the study underscores the centrality of IMC as an instrument for creating and nurturing the relations between the hotel and its quests. It is anticipated that the outcome of this study should provide hotels such as the View Boutique Hotel with guidance in regard to utilising IMC to its full potential to make sure that there is message consistency and also to optimise communication impact.
Sedert die vroeë 2000's het die toerismebedryf in Suid-Afrika 'n merkwaardige verandering ondergaan, en daarmee saam het die gasvryheidsbedryf aansienlike groei getoon. Hierdie groei is aangevuur deur faktore soos die toenemende vraag na gasvryheid in die ontspannings- en sakemark. Die hotelbedryf het baie hierby gebaat. Volgens die besigheidsindeks vir toerisme wat kwartaalliks deur die Toerismebesigheidsraad van Suid-Afrika vrygestel word, het die inkomste uit elke beskikbare kamer in die hotelbedryf sedert 2009 aansienlik toegeneem. Navorsing oor toerisme het getoon dat die gasvryheidsbedryf wêreldwyd die meeste werk verskaf. Die gasvryheidsbedryf, en veral die hotelbedryf, gaan hand aan hand met toerisme. Toeriste wat na 'n bestemming reis het akkommodasie nodig wat oor die algemeen deur hotelle gebied word. Om te verseker dat toeriste positiewe belewenisse het, is dit kritiek dat toeriste-organisasies en hotelle kommunikeer om inligting uit te ruil. Geïntegreerde bemarkingskommunikasie word beskryf as 'n konsep wat baie organisasies aanneem om die bedryf van die organisasie effektief te koördineer en die netto wins te verhoog. Geïntegreerde bemarkingskommunikasie skep medewerking in 'n organisasie en baan die weg vir konsekwente boodskappe wat aan die organisasie se teikengehoor uitgedra word. Die doel van hierdie studie was om die gebruik van geïntegreerde bemarkingskommunikasie by die View Boutique Hotel in Johannesburg, Suid-Afrika, te ondersoek. In die ondersoek van die geïntegreerde bemarkingskommunikasie by die hotel is diepgaande onderhoude met bemarkingspersoneel en gaste gevoer. Ten opsigte van beplande kommunikasie het die studie bevind dat die hotel bemarkingskommunikasie-instrumente op beperkte skaal gebruik, en om te verseker dat die kommunikasie konsekwent is, hanteer die bestuurder alle eksterne kommunikasie-aktiwiteite. Die studie het egter ook getoon dat dit elke werknemer by die hotel se verantwoordelikheid is om konsekwente kommunikasie te verseker. Met verwysing na produkkommunikasie het die studie getoon dat die gaste negatief ingestel was oor die kos, drankies, vermaaklikheid en ontspanning wat by die hotel aangebied is. Die studie het egter bevind dat die diens by die hotel goed was en dat die personeel goed op die gaste se behoeftes gereageer het. Met betrekking tot ix onbeplande kommunikasie het die studie getoon dat die hotel beperkte dekking in die media geniet en dat mondelinge kommunikasie 'n doeltreffende instrument in die hotel se arsenaal is. Oor die algemeen kan daar gesê word dat die studie die sentraliteit van geïntegreerde bemarkingskommunikasie onderskryf as instrument vir die skep en uitbou van verhoudings tussen die hotel en sy gaste. Die resultate van hierdie studie behoort aan hotelle soos die View Boutique Hotel riglyne te bied oor hoe geïntegreerde bemarkingskommunikasie ten volle benut kan word om konsekwente kommunikasie te verseker, en om die impak van kommunikasie te optimeer.
Communication Science
M.A.(Psychology)