Customer Satisfaction,Training and TQM

Abstract

Managers within the hospitality industry make frequent reference to TQM principles. The extent to which these principles are applied effectively within the human resource management area of hospitality however remains under-researched. By applying TQM principles, this paper focusses on the relationship between customer service and training drawing upon comparative data from Western and Thai hotels. The paper also examines the perceptions of staff towards of hotels' guest-orientation and the provision of quality guest services. The researchers found that guest assessments of the performance of hotel frontline staff depend on their services function (e.g., front-office, housekeeping). The service quality skills needed by frontline staff were also found to differ in the case of Western and Thai hotels. Such differences merit proper consideration on the part of managers within the major hotel chains. The various findings may assist hospitality managers to determine appropriate strategies for the enhancement of guest services particularly in cross-cultural settings.     

Strategy Implementation and Quality Improvement Process

Abstract

This paper discusses the potential research problems by defining quality improvement areas in relation to the process of the strategic decisions. The strategic decision making process and the quality improvement process were reviewed and conceptual linkage between them was examined in comparison and complement perspectives. And, research implications were suggested.     

Profit improvement programmes in food and beverage operations: a new technique of profit management

For several years now the author has run profit improvement programmes (PIP) for food and beverage operations throughout the U.K. In the paper which follows he explains the underlying philosophy of PIPs, describes the methodology and demonstrates their success.     

The Relationships Between Casino Quality,Image, Value,and Loyalty

This research builds on the idea that casino customers’ subjective, global judgments of service quality are shaped by experience of its specific attributes, and examines how casino customers form their evaluative attitudes toward the casino experience in the Macau context. Using the data collected from 525 Macau casino customers, we first identify four casino quality dimensions; namely, supporting facilities, staff service, diversity, and equitableness. We then test and validate a proposed model for the structural relationships between casino image (as a consequence of the four quality dimensions), value, and loyalty. In particular, value is shown to be a mediator of the relationship between image and loyalty from the perspective of casino customers. The results of our study can show Macau casino operators what constitutes customers’ casino experiences and aid them in enhancing their image, perceived value, and customer loyalty toward casinos.     

The relationships between CRM,RQ, and CLV based on different hotel preferences

This study uses Structural Equation Modeling (SEM) to investigate the strength of the relationships among Customer Relationship Management (CRM), Relationship Quality (RQ), and Customer Lifetime Value (CLV) from a consumer viewpoint. This study also investigates whether or not these relationship models show significant differences based on different hotel type preference groups.     

Corporate reputation,satisfaction, delight,and loyalty towards rural lodging units in Portugal

This paper enriches the model of delight and satisfaction that Oliver et al. (1997) propose and Finn (2005) modifies, with a suggested causal relationship between disconfirmation and arousal and the introduction of two new variables: the lodging unit's corporate reputation and perceived quality. The modified model is applied to rural tourism accommodations in Portugal and validated using PLS (Partial Least Squares). The results suggest that the lodging unit's reputation is a more significant determinant of loyalty than satisfaction or even delight. This study further supports the conceptualization of customer delight and customer satisfaction as distinct constructs. Results may help managers of rural tourism accommodations to develop and implement more successful relationship marketing strategies.     

Prices,prices and prices: A study in the airline sector

This article creates and empirically analyzes a dynamic pricing framework. The model includes the main theories on prices in the literature, and dynamically analyzes how companies change their pricing policies according to different circumstances. Through the use of regressions, the article shows the relative long and short-term impact on pricing equations (strategic versus operational matters), and on production conditions versus demand perspectives in the setting of operational prices. In addition, it highlights how the proportions of these pricing perspectives change in the airline sector according to the effect of the environment on the configuration of the strategy (determined by monthly and hourly seasonality), and also according to the nature of this competitive strategy (determined by the characteristics of the company and the destination airport). The results confirm our framework, and show how firms combine the different perspectives in their pricing strategies.     

Tradeoffs Among Social,Resource, and Management Attributes of the Denali Wilderness Experience: A Contextual Approach to Normative Research

Wilderness experiences are thought to be comprised of three primary dimensions, including social, resource, and management conditions. Decisions about how to manage wilderness recreation in Denali National Park and Preserve involve potential tradeoffs among these conditions. This study extends the normative approach to wilderness research by developing and applying a decision-making model that considers social, resource, and managerial attributes of the wilderness experience within a more holistic context. Specifically, stated choice analysis is used to evaluate the choices overnight wilderness visitors make when faced with hypothetical tradeoffs among the conditions of social, resource, and management attributes of the Denali wilderness. Study findings offer normative, but contextually informed empirical guidance in formulating indicators and standards of quality for the wilderness experience.     

Value orientations toward coral reefs in recreation and tourism settings: a conceptual and measurement approach

This paper examines recreationist and tourist value orientations toward coral reefs (e.g. protection–use, biocentric-anthropocentric), tests a scale for measuring these orientations in recreation and tourism settings, groups individuals based on their orientations and examines demographic and activity differences among groups. Data were obtained from surveys of 2821 users at three coastal and marine sites in Hawai'i. Belief statements about reefs (e.g. “coral reefs have value whether humans are present or not”) were used to measure value orientations. Users agreed with protectionist and disagreed with use-oriented beliefs. Except for one statement (“humans should manage coral reefs so that humans benefit”), the scale provided a reliable and valid measure of value orientations toward reefs. Respondents were grouped into three subgroups (strong protection, moderate protection, mixed protection–use). The largest number of users had strong protectionist orientations toward reefs, and there was no group possessing only use orientations. There were no relationships between value orientations and site, age and residence. Females, snorkelers and sunbathers had stronger protectionist orientations, whereas most scuba divers and anglers had mixed orientations. Given that most respondents had protectionist orientations, efforts to conserve reefs would be supported, whereas activities with deleterious effects on reefs would not be widely supported.     

旅行社质量保证金使用去行政化原因、问题及完善对策

旅行社质量保证金使用去行政化制度变革,源于质量保证金具有的公私法双重属性、旅游行政裁决具有民事与行政交叉的双重法律关系及旅游纠纷损害赔偿的法律与规章不一致规定等多种因素。但简单地将质量保证金使用去行政化不符合行政法理论,也缺乏现实合理性。我国应保留旅游行政裁决制度,实行旅游行政裁决的准司法化;强化旅游纠纷行政调解以及创设旅游纠纷调解、和解协议履行协助法律制度。     

Destination Image,Novelty, Hedonics,Perceived Value,and Revisiting Behavioral Intention for Island Tourism

This paper examines tourists’ experience of island tourism and investigates the causal relationships between the destination image, novelty, hedonics, perceived value, and revisiting behavioral intention. A total of 355 respondents completed a survey conducted on Green Island (Lyudao in Chinese), Taiwan. Using structural equation modeling, the results of the analysis supported the proposed revisiting behavioral intention model as follows: (1) the destination image had a significant and positive influence on novelty, hedonics, and perceived value; (2) tourists’ perceptions of the novelty of island tourism had a significant and positive influence on hedonics, but the effect on perceived value was insignificant; (3) hedonics had a significant and positive effect on perceived value; and (4) perceived value had a significant and positive influence on revisiting behavioral intentions. The empirical results indicate that the destination image leads to a greater perception of novelty, promotes hedonics and perceived value, and fosters the revisiting behavioral intention in tourists. Managerial implications with regard to island tourism are drawn based on the research findings, and suggestions for future researchers are presented.     

Honeymoon tourism: Exploring must-be,hybrid and value-added quality attributes

Based on a mixed-methods, this study aims to identify which attributes are more sensitive to the dissatisfaction, satisfaction or delight of honeymoon tourists by examining the asymmetric effect of quality attributes on the satisfaction of honeymoon tourists in Phuket, Thailand. By drawing on impact range performance and asymmetry analyses, asymmetric relationships assist researchers in identifying quality attributes as (1) frustrators and dissatisfiers (must-be attributes), (2) satisfiers and delighters (value-added attributes) and (3) hybrids. This approach enables an understanding of the dynamic impact of quality attributes on the satisfaction of honeymoon tourists rather than merely identifying quality attributes. Considering the limited insight into quality attributes in the existing honeymoon tourism literature, this study provides a novel view on the dynamic nature of multidimensional quality attributes and contributes to this body of literature.     

Preferred Leisure Type,Value Orientations,and Psychological Well-Being Among East Asian Youth

ABSTRACT

This study investigated preferred leisure type and its associations with value orientations and psychological well-being (PWB) among adolescents in South Korea, China, and Japan (N = 6,157). Chi-square analyses were performed to examine differences in preferred leisure type (i.e., active vs. passive) across countries. Overall, adolescents preferred passive to active leisure. A series of logistic regressions showed that students who value religion (Japanese and Korean), community (Chinese), and same-sex friends (Chinese) were more likely to prefer active leisure. Furthermore, active leisure pursuit was associated with high PWB among adolescents in all three countries. Though some of the findings support previous studies suggesting cultural differences in leisure, values, and PWB, similar patterns were observed in the associations between variables among Korean, Chinese, and Japanese adolescents.     

The Relationships among Theatrical Components,Experiential Value,Relationship Quality,and Relationship Marketing Outcomes

Both marketing practitioners and academic researchers have traditionally recognized the major influence that relationship quality (RQ) has on relationship marketing outcomes. Differing from previous studies, this study proposes a more integrated model by including theatrical components and experiential value in the “RQ-relationship marketing outcomes” paradigm. The structural relationships among the variables are examined by adopting a structural equation modeling (SEM) approach in the context of a theme park. The results confirm the existence of the path “theatrical components → experiential value → RQ → relationship marketing outcomes”.     

Effects of Authenticity Perception,Hedonics, and Perceived Value on Ceramic Souvenir-Repurchasing Intention

This study examines a ceramic souvenir-repurchasing model for understanding the effects of authenticity perception, hedonics, and perceived value on the souvenir-repurchasing intentions of tourists. A total of 419 tourists at the Yingge Ceramics Area in Taiwan were administered an on-site questionnaire. The sample was divided into two data sets. Analyses of structural equations and competing models were employed to test hypothesized relationships and determine the best fitting model. The results indicate that authenticity perception and hedonics are important determinants of perceived value, which in turn influences souvenir-repurchasing intention. The findings suggest that in addition to further strengthening the value of souvenirs, the future efforts of destination marketing organizations to understand tourists' souvenir-repurchasing behaviors should consider the authenticity and hedonic needs of repeat tourists.     

Relationships Among Perceived Value,Satisfaction, and Loyalty: Community-Based Ecotourism in Korea

Community-based ecotourism (CBE) is a significant segment of the rapidly growing tourism industry in Korea. This study examines the relationships among perceived value, satisfaction, and destination loyalty of CBE tourists in Korea. Data were collected from 254 visitors (aged 20 years and over) of six CBE villages. The Linear Structural Relationships (LISREL) statistical package was used for the analysis. Confirmatory factor analysis identified four dimensions of perceived value from 14 variables: economic, functional, emotional, and social. Through structural equation modeling (SEM), functional, social, and emotional value was found to have positive effects on overall value. Further, overall value and tourist satisfaction were a significant antecedent of destination loyalty. The empirical results indicate that a varied experiential program must be developed to increase the efficiency of CBE as a sustainable development tool.     

The Recreational Value of Rohtas Fort,Pakistan

This study evaluates the use value of Rohtas Fort, in province Punjab (Pakistan). Employing the Individual Travel Cost Method, the study estimated the total annual consumer surplus as US$ 8.71 million and the total recreational value as US$ 11.70 million (which is 0.05% of total GDP of Pakistan in the year 2013). The major influencing factors of visitation frequency were observed as travel cost, household income, age, household size, education and sex. Visitors were highly satisfied from the museum as against the waste disposal services. Cleanliness is a major problem faced by visitors with the highest priority index value of 0.88. Based on high willingness to pay for the entrance fee, the authority can increase the entrance fee which will add to the revenue generation for the Fort and ultimately the authority would have resources for renovation/maintenance projects. The authority should arrange the appropriate waste disposal system for the Fort.     

Value orientations and heritage tourism management at Petra Archaeological Park,Jordan

Involving different stakeholders, including tourists, in managing tourism and understanding their value orientations are key concepts to achieve sustainability of heritage tourism. However, tourists have been mostly ignored in managing heritage attractions. Given the importance of values in heritage tourism management, and the different tourists' preferences toward management actions, this article aims to explore the value orientations of different types of tourists at Petra Archaeological Park, and how these values influence their management actions preferences. Majority of the tourists were preservation value oriented, and they preferred direct management actions rather than indirect actions. Results indicated that whenever the level of the importance of heritage tourism increases in tourists' trip motivations, tourists tend to be more preservation value oriented and support direct management actions.     

Please,talk about it! When hotel popularity boosts preferences

Many consumers post on-line reviews, affecting the average evaluation of products and services. Yet, little is known about the importance of the number of reviews for consumer decision making. We conducted an on-line experiment (n = 168) to assess the joint impact of the average evaluation, a measure of quality, and the number of reviews, a measure of popularity, on hotel preference. The results show that consumers’ preference increases with the number of reviews, independently of the average evaluation being high or low. This is not what one would expect from an informational point of view, and review websites fail to take this pattern into account. This novel result is mediated by demographics: young people, and in particular young males, are less affected by popularity, relying more on quality. We suggest the adoption of appropriate ranking mechanisms to fit consumer preferences.