Search results for "hotel industry"
showing 10 items of 20 documents
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.
A new marketing mix model to rescue the hospitality industry: Evidence from Egypt after the Arab Spring
2017
After January 25th 2011 Egypt witnessed political, economic and social instability leading to drastic consequences in the hospitality and tourism industry. Thus unstable situation reflected on the deteriorated occupancy percentages that led to declined profit margins, higher employee layoffs and degraded quality of product and services. The objectives of this research is to examine how the Egyptian hospitality properties manage this dilemma through their marketing practices, and to propose a new marketing mix model that adds new layers of depth to the traditional marketing mix model. A methodological framework was designed to help in the assessment process of management practices pertaining…
A new communication approach for customer relationship management in the hotel industry
2014
“Visas uzņēmējdarbības pamatā ir attiecības. Uzņēmumam tikai tās saviem klientiem jāpadara uztveramas un jēgpilnas - ar nosacījumu, ka klienti to vēlas” (Grönroos 2007, 24 lpp.). Uzņēmuma spēja palielināt apgrozījumu, izmantojot efektīvu vadību attiecībās ar klientiem ir ļoti svarīga, lai pārvarētu ekonomisko nenoteiktību visā pasaulē. Jaunās digitālo mediju īpašības kopā ar milzīgu alternatīvo paņēmienu klāstu saziņai ar klientiem ir radījušas vadītājiem un akadēmiķiem gan iespējas, gan problēmas (Winer, 2009, 116. lpp.). Lai veiksmīgi realizētu klientu attiecību vadību, ļoti konkurētspējīgu tirgu, pieredzējušu un prasīgu klientu un pakalpojumu nozares specifikas dēļ viesnīcu uzņēmumiem ne…
Cilvēkresursu vadība par viesu sūdzības apmierināšanas kvalitāti viesnīcu nozarē
2020
Pētījuma mērķis ir identificēt galvenos cilvēkresursu vadības elementus, kas ietekmē viesu sūdzību apmierināšanu, un izstrādāt ieteikumus, lai labāk atrisinātu sūdzības, kas pozitīvi ietekmē viesnīcas konkurētspēju. Pirmkārt, tas sniedz teorētisku pētījumu par cilvēkresursu vadības sistēmu, parāda attiecības starp HRM un viesu sūdzībām un to, kā sūdzības var rasties uzturēšanās laikā viesnīcā. Attīstības otrā nodaļa ir Uzbekistānas tūrisma nozares analīze, valsts reformas un HRM statistika šajā jomā. Pēdējā daļa no papīra ir empīrisks pētījums, kas ir darīts Hotel Uzbekistānā, kas precizē reālus jautājumus par sūdzībām un apmierinātības kvalitāti, ietekmējot uz HRM kā sviru.
Negative online reviews and webcare strategies in social media: effects on hotel attitude and booking intentions
2018
The purpose of this research is to examine the effects of different webcare strategies (defensive, accommodative, no action) across two different types of social media (TripAdvisor and Twitter) on hotel attitude and booking intentions. The results of an experimental design show that negative electronic word-of-mouth (NWOM) has a negative effect on attitudes and booking intention. Moreover, the benefits derived from the type of response vary depending on the social media type in which NWOM appears. The findings also suggest that no response is worse than either defensive or accommodative responses.
Customer Satisfaction in the Hotel Industry: A Case Study from Sicily
2010
In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it …
Hôtels et dépendances
2011
Cet article présente une analyse de la qualité de l’emploi des femmes de chambre dans divers pays d’Europe sous le double aspect des contraintes patronales de gestion de main-d’œuvre, et de la construction des trajectoires professionnelles des salariées. Vulnérables, peu qualifiées et peu valorisées, souvent d’origine étrangère, la plupart des femmes de chambre sont aisément fidélisées du fait de leur faible employabilité sur le marché du travail. En réalité, elles se trouvent reléguées dans une spirale qui lie flexibilité, rémunération médiocre, précarité plurielle, renforcée par les pratiques de dépendance des hôteliers. This article addresses the issue of job quality for housekeepers in …
Projects, careers and resistances in hotels
2009
The hotel industry rhythms appear as a hindrance to staff loyalty and female careers development. However, two hotel networks of the Accor group, Etap Hotel and Formule 1 stand out from this general pattern with a presence of female managers (38% of managers). This case incites to wonder about career ladders within these budget hotel chains. Are the assets and the obstacles combined in the same way for men and for women? Which views have the employees and managers about their jobs, their working conditions and their plans for the future ?
Live Music in the Tourist Industry : A Comparative Study Between the Finnish Hotel Cruise Lines and Sharm EL Sheikh's Resorts Entertainment
2013
The primary aim of this study is to focus on the tourists, singer-musicians' and hotel managers' experiences with live music in Finnish hotel cruise lines and Sharm EL Sheikh's seaside resorts. The tourist, singer-musician and hotel manager relations - although an integral part of the tourist experience - have received little attention in past tourism and music studies. Thus, the purpose of this research will be to show that by observing these different informants performance rituals, interactions, and attitudes towards local entertainment in the tourist industry, we could offer insightful guidelines to better understand the cultural significance of live music in the tourist experience, oft…
El alojamiento colaborativo: Viviendas de uso turístico y plataformas virtuales
2016
La llamada economía colaborativa, fenómeno innovador de alcance global y transversal, supone la apuesta por una alternativa a las prácticas hasta ahora conocidas en nuestra sociedad de consumo. Esta idea de la economía colaborativa ha tenido una gran repercusión más allá de su incidencia en los mercados de servicios y bienes, afectando de forma directa al sector del alojamiento turístico. De hecho, se han generalizado de forma extraordinaria diferentes alternativas al alojamiento vacacional más tradicional, mediante plataformas virtuales que ofrecen viviendas privadas para su uso turístico a precios competitivos y prometen experiencias más cercanas a la convivencia vecinal que turística. An…