Search results for "Hospitality Industry"

Different ways of measuring performance in the service industries: application in Spanish small and medium-sized hotels

2008

There is no suitable unit of analysis for explaining the profitability and competitiveness of the company, as typically pointed out in the debate between the disciplines of economics and management. After a study of the possible variables, we opted for those of minimum cost output and productivity, using these two measurements to analyse their application to Spanish hotels. The subsequent objective was to attempt to identify general strategies that could be applied to any SME within service industries. In situations where time and resources are not readily available to create action plans for each of the different types of SME, there is a need for incentives that can be applied to the creat…

Entry mode choice in the internationalisation of the hotel industry: a holistic approach

2011

This paper empirically investigates the entry mode choice in the hotel industry. Based on more than 1200 entry decisions, which covers practically all operations carried out by the majority of Spanish hotel chains up to 2009, the study attempts to (a) identify the factors that influence the mode choice of incorporating each new hotel within the chain and (b) to reflect the specific nature of the hotel industry with regard to the results obtained from samples of other industries. The results suggest the importance of considering a holistic approach that facilitates the understanding of a complex phenomenon which is not always explained just by efficiency considerations. Additionally, the res…

Competency needs among managers from Spanish hotels and restaurants and their training demands

2003

Abstract This study aims to: (1) identify managerial competency needs in the Spanish hospitality industry, (2) to differentiate present and future training demands requested by managers, and (3) to identify the relationship between managerial competency needs and training demands. The sample was made up of 80 Spanish hotel and restaurant managers. Results show technical managerial competency needs mainly in computing, languages, and economic–financial management. Generic managerial competency needs appear mostly in job performance efficacy and self-control and social relationships. All training demands refer to technical issues, while none refer to generic managerial competencies. Moreover,…

The effect of learning-based distinctive competencies on firm performance: a study of spanish hospitality firms

2011

In spite of the importance of knowledge assets, few empirical studies have examined how knowledge is generated in organizations and the effect of knowledge management on learning-based competencies. This research studies the effect of introducing knowledge management programs in the development of learning-based distinctive competencies as these factors relate to a firm¿s performance. Based on responses from managers at 193 Spanish hospitality firms, the study concludes that the introduction of knowledge management principles and practices promotes creation of learning-based distinctive competencies, which, in conjunction with a knowledge management approach, has a positive causal relations…

Humanities and Social Sciences Latvia, Vol. 26, N 1 (Spring-Summer)

2018

Cognitive and Affective Causes of Consumer Dissatisfaction With the Hospitality Encounter

2009

Causality attributions, equity, and affection used to explain satisfaction have received special attention in the literature on dissatisfaction and complaining behavior. In this study we examine the contribution these three antecedents make to consumer dissatisfaction. A causal model has been constructed to examine the effect of these variables on dissatisfaction in a sample of 345 individuals who have had an unsatisfactory experience in a restaurant. The results show that attributions, inequity, and negative affections have a significant, direct and positive influence on the level of dissatisfaction, with attribution as the most influential explanatory variable.

Managers’ Perceptions of Delivered Value in the Hospitality Industry

2015

Although management literature has deeply reported the importance of assessing customers’ value perceptions, little attention has been paid to managers’ value perceptions (delivered value). This article presents a conceptual model of relationships between delivered value and customer orientation, service culture, and managers’ perception of customer satisfaction, tested with mulitblock PLS among 200 hospitality managers. Additionally, we present an index on a multidimensional scale of delivered value built with multitable analysis. Results support the proposed conceptual model and show increasing intensities of both the links in the model and the index by different hotel categories. The res…

Exploring the relationship between co-creation and satisfaction using QCA

2016

Abstract Customer behavior is one of the key components of value co-creation. Several authors believe that co-creation generates satisfaction. However, few studies exist that focus on that relationship. This study explores the relationship between value co-creation and customer satisfaction in spa services through a fuzzy-set qualitative comparative analysis (fsQCA). QCA analysis allows exploring the relations between the variables. The main contribution of this article is going beyond identifying the concrete co-creation variables that relate to satisfaction. The sample consists of hotel clients that use the spa service.

Co-creation in hotel–disable customer interactions

2015

This study employs analytic hierarchy process (AHP) to develop a methodology that allows researchers to select factors for new measures in value co-creation analysis. AHP shows that successful factors for co-creation relate to the sequential stages of the relationship between hotels and disabled customers, which derives from co-creation processes. The resulting model highlights the principal factors affecting value co-creation when hotel/disabled customers interact, have a dialogue, and collaborate with staff to innovate and create new products and services at booking and stay encounters. These interactions may allow hotels to develop a strong foundation of common knowledge on value managem…

Value co-creation among hotels and disabled customers: An exploratory study

2014

This study examines how service supplier and buyer value co-creation influences buyers' attitudes toward service providers. Service-dominant logic is a prevalent concept in the services industry, providing an important marketing theory in which intangible resources, co-creation of value, and relationships are the keys to determining marketing exchanges. This research describes a model for analyzing value co-creation management in the hotel industry, focusing on the specific market segment of disabled customers. This framework helps foster value co-creation to increase the benefits for participants during each stage of their relationship. The paper also presents the managerial implications o…