Empowerment and Customer Satisfaction Strategies in Multi-Cultural Hotel Restaurant Environments

ABSTRACT

The paper addresses empowerment issues for hotel restaurant managers, as they affect: (a) quality service, (b) customer satisfaction, and (c) financial implications. It investigates empowerment in restaurant management in Dubai five star hotels, how managers operating in Dubai's multi-cultural environment perceive empowerment in their operations, and how this perception relates to their organization's quest for service quality, customer satisfaction, and financial return. Primary data was collected in focus group interviews with (n = 24) managers. Findings suggest managers are well informed, see empowerment as beneficial, support its application, but harbour some concerns, and as literature suggests, there are ambiguities and disagreements over its application.     

The 46th Annual Congress of International Hotel & Restaurant Association

20-22 OCTOBER 2008-MONTERREY,MEXICO Monterrey-Mexico-October 20th,2008 -During three days,the world’s best hospitality leaders gathered in Monterrey, Mexico,where was held the IH&RA’s 46th General Assembly,from 20-22 October     

饭店企业CSI测评体系的理论与方法初探

随着我国加入WTO,市场进一步国际竞争国内化、国内竞争国际化的发展趋势以及较低的进入障碍和较高的退出壁垒,使我国的许多饭店面临生存和追赶的双重压力,纷纷变法图存。但是,万变不离其宗,顾客满意始终是饭店追求的永恒目标。借鉴美国顾客满意度指数测评的理论基础和成功经验,结合我国饭店实际,对构建适应于我国饭店企业的顾客满意度指数测评指标体系做了初步探讨。     

The Initial Public Offerings of Restaurant Firms: The Case of Industry-Specific Micromarket Capitalization Offerings

We investigate the pricing characteristics of 59 initial public offerings (IPOs) of firms in the restaurant industry. Many of these offers are by extremely small micromarket capitalization companies, ones that are typically excluded from other studies of IPOs. We find that the choice of underwriter and the issuing company's subsequent financial performance significantly affect the level of underpricing and aftermarket performance. Companies that employ small, regional investment banking houses as underwriters fail to attract much investor interest, resulting in less underpricing and poorer aftermarket performance. In addition, investors appear to accurately appraise those firms that subsequently suffer from poor financial performance. This is demonstrated through greater underpricing to compensate investors for the greater perceived risk.     

Reference Data Models for the Strategic Controlling of Waste Management Firms

The paper depicts the development of reference data models for strategic key performance indicator systems specific to waste management firms providing a new comprehensive typology of generic models for data warehouse solutions. Additionally, a development methodology for industry solutions is applied, which, given the empirically founded typification process and the theoretically derived performance measurement systems, is characterized by a high degree of structure and transparency. The new approach thus systematically integrates both inductive-empirical and deductive-analytical elements.     

The Wages Act 1986: Some Reflections with Particular Reference to the Licensed Residential Establishment and Licensed Restaurant Wages Council

The Wages Act 1986 (the Act) has been the object of scant academic analysis since its implementation some three years ago and now merits a closer examination of its past and future role. This article examines the first 75 years of legal minimum wages in Britain; systematically analyses the Act and its implications from two perspectives - the wording of the legislation itself and in the context of developments that have occurred in the licensed hotel and restaurant sector of the catering industry since 1986 - and concludes having identified four key themes with public policy significance that merit further research.     

贸易成本、异质性企业与扩大内需:理论框架与中国经验

扩大内需是现阶段稳定我国经济增长的关键因素之一。在现有异质性企业模型的基础上,本文通过建立一个异质性企业选择模型阐述了贸易成本对内部需求的影响机制。该模型表明贸易成本是影响企业国内外市场选择行为的关键因素,政府可以通过调节企业的相对贸易成本来实现扩大内部需求的目标。同时利用我国工业企业层面的数据,对模型进行了实证检验,检验结果符合理论模型的基本预测。     

Analysis of Relative Growth Rates Between Domestic and International Earnings of U.S. Based Publicly Traded Restaurant Firms

ABSTRACT

This study explores the relative growth rates in earnings of public restaurant firms for a 20-year period from 1981-2000. No significant differences were found in sales growth between multinational and domestic restaurant firms. However, multinational firms significantly outperformed domestic firms in growth of operating income and pre-tax profitability. Multinational restaurant firms also had significantly lower negative growth in domestic earnings when compared to domestic firms. The results imply that multinational restaurant firms are more efficient than domestic firms in converting sales into profits.     

Restaurant tipping and service quality A tenuous relationship

The connection between service quality and tip sizes is tenuous at best, as shown by an analysis of 14 studies (involving 2,645 dining parties at 21 different restaurants) that examined the relationship between service and tips. The meta-analysis of the studies sought to statistically combine 24 correlations between tipping and service. While the studies taken together found that, indeed, tips increased with the perceived quality of service, the relationship was weak enough to raise doubts about the use of tips to motivate servers, measure server performance, or identify dissatisfied customers.     

借鉴寻租理论加强国防人力资源管理

寻租作为一种非生产性活动产生于"经济人"的趋利避害行为,如果在军队中存在寻租行为,其结果会导致军事人力资源"生产"效率和配置效率的损失,损害军队战斗力的提高和优化。治理寻租行为必须引入竞争机制,实现军事人力资源的必要流动,建立事前监督和事后惩罚机制,加大寻租成本,弱化军人的寻租动机,消除诱发寻租的存在机率。     

Potential and Pitfalls of Applying Theory to the Practice of Financial Education

Researchers are increasingly using interdisciplinary theory to bring rigor to the practice of financial education. Practitioners often do not see the value of the theory because it does not coincide with their observations of how people behave, and researchers do not yet have enough experience with interdisciplinary theory to demonstrate its usefulness to practitioners. If carefully applied, theory can be used to set appropriate financial goals and to positively change consumers’ financial behaviors. Better communication can bridge the gap between theory and practice to the benefit of the consumer.     

跨国公司理论的最新进展及其现实启示

近年来,国际贸易规则和国际分工基础都发生了深刻变化,国际竞争的重心转向以跨国公司数量和在世界范围内整合资源能力为主的微观层次。一些学者基于交易成本、产权等因素探究跨国企业追求控制权配置和内部管理协调的效率边界,已经迅速成为新的理论前沿和研究热点。有鉴于此,本文对跨国公司理论发展历程中的相关文献进行了梳理和总结,并简要评析了其现实意义。     

IPO被否与会计师事务所声誉影响研究

IPO审核是证券市场上十分重要的一关,企业闯关IPO审核通过与否,对其提供审计服务的会计师事务所的审计质量及声誉是非常重要的检验。基于这种认识,论文阐述了IPO审核被否的主要原因。由于2017年IPO被否率高企,审核数达历年高点,依据证监会披露2017年IPO审核被否的会计师事务所排名和数据分析,本文着重探讨了IPO被否对会计师事务所IPO审计声誉的影响,认为应该从企业IPO申请条件、IPO审核的角度探究IPO审计声誉及其影响因素,有利于会计师事务所更好地做好IPO审计工作,有利于进一步探讨适合我国的IPO审计质量保证机制的建立。     

贸易成本、技术选择和外资出口企业转型——基于异质性企业贸易理论的视角

外资企业在我国加工贸易企业中占大多数.通过将异质性外资企业的转型决策引入标准异质性企业贸易模型,本文从贸易成本角度阐释了异质性外商投资企业技术选择的理论机制,模型表明:过度的可变贸易成本补贴会减小低效率企业转型激励,而适度的研发补贴却能鼓励外资企业转型升级.利用中国工业企业层面数据,研究发现,在控制了企业资本劳动比的情形下,外资出口企业中出口密集度较大的企业、加工贸易出口企业以及投资于劳动密集型行业的企业技术水平较低.通过支付更多的固定成本,外资企业能够通过使用高端技术进行出口转型.该检验结果与模型预测保持一致.本文的政策含义在于,政府应该控制对外资出口企业的可变成本优惠,补贴外资出口企业的固定研发成本,培育高质量的人力资本以提高利用外资的综合优势,辅助外资出口企业转型.     

整合营销核心理念解析及在饭店营销中的应用

整合营销理论产生于 2 0世纪 90年代 ,是传统营销思想的一次变革 ,对企业营销实践具有重要意义。以整合营销理论核心理念的解析为基础 ,提出了饭店实施整合营销的企划模式 ,并对饭店营销战略的整合、传播工具整合、沟通信息整合、产品 /服务开发整合等策略进行了探讨     

企业位势理论研究

本文认为,同领域中处于不同位势的两家企业在进行竞争时,高位势的企业对资源拥有更强的吸引力,资源会从低位势企业流向高位势企业,被吸引的资源经过整合后形成企业的竞争力,并将企业推向更高的位势。企业竞争力是企业位势的外化,企业要提高竞争力,必须从企业规模、整合资源的能力和所在外部环境三个方面提高企业位势,并确定适合自己的发展战略,使企业在激烈的市场竞争中不断发展壮大。     

Relative Importance of Distributor Selection Criteria to Independent Restaurant Operators

Abstract

In this study, restaurant operators rated the importance of criteria used to select foodservice distributors. Overall, items related to logistics received the highest ratings, with various value-added services receiving much lower ratings. Differences in ratings were observed between groups of restaurant operators based on size of operation and number of distributors used. Awareness of these attribute importance ratings will benefit distributors by assisting them in decisions regarding value-added service offerings and core service emphasis.