不保与盈利：环境管理对酒店绩效的影响

环境管理对酒店绩效的影响越来越受到人们的关注。国外学者使用了不同的方法来研究其关系,但至今没有一个明确的定论。以“波特假说”为代表的学者认为,环境管理所带来的效益可以弥补环境管理所需的费用,并让酒店产品产生差异化,增加新的竞争力。然而,一些学者却认为,对环境管理的投入会减少酒店的利益和酒店的竞争力。因为其所节约的成本不足以弥补所要付出的费用。为了对这两种观点在实践中的表现进行验证,该文通过对广州高星级酒店的调查,获取第一手数据,借SPSS统计软件的相关功能,确定酒店环境管理对其绩效的影响表现。结果显示,酒店环境管理的投入越多,其对绩效的积极影响越明显。同时,酒店环境管理中的几个变量对酒店绩效存在着不同程度的影响,可得到酒店环境管理对其绩效产生影响的回归方程。最后,文章提出了一些建议及研究展望。     

Privatization,market competition,international attractiveness,management tenure and hotel performance: Evidence from Slovenia

This paper tests several hypothesis related to the impact of privatization, market competition, management tenure and international attractiveness on the cost efficiency of tourist hotels. We measure efficiency using the innovative Bayesian frontier methodology. The data involve a sample of Slovenian hotels which operate in a highly dynamic environment. From the results, it is clear that hotel efficiency is positively related to privatization and international attractiveness, and negatively related to longer management tenure. No significant link, on the other hand, is found between market competition and hotel efficiency. Further discussions of these findings and related managerial implications are provided.     

A stochastic cost efficiency analysis of international tourist hotels in Taiwan

The one-stage stochastic frontier approach (SFA) is used in this study to simultaneously estimate cost efficiency scores and factors of cost inefficiency for 66 international tourist hotels in Taiwan during 1997–2006. An SFA model with three outputs and three inputs is defined. The three outputs are room revenue, food and beverage revenue, and other operation revenue while the three inputs are price of labor, price of other operation, and price of food and beverage. This model also takes into account five environmental variables, including dummy variable of the hotels located in non-metropolitan area, dummy variable of chain hotels, the number of tourist guides, the minimum distance from each hotel to Taoyuan international airport and the minimum distance from each hotel to Kaohsiung international airport. Empirical results show that international tourist hotels in Taiwan are on average operating at 91.15% cost efficiency. All nominal variables are transformed into real variables in 1997 prices by GDP deflators. Chain systems, tourist guides, and international transportation can significantly improve the cost efficiency of international tourist hotels in Taiwan.     

The application of regression and correlation techniques for cost planning and control decisions in the hotel industry

A critical factor that contributes to the effectiveness of routine managerial decisions is an understanding of how costs behave under different conditi research study into departmental cost behaviour carried out using statistical cost analysis techniques in a 300-room hotel. The methodology employed for the collection and analysis of the hotel operating cost data over a three-year period is outlined. This is followed by a discussion of the interpretation and evaluation of abridged results in terms of technical and practical applications.     

The hotel sector in Tanzania: A comparison of operating performance

A survey of international hotel accounts for 1976 in Tanzania shows considerable revenue and cost differences between town and holiday hotels. These differences are confirmed by comparisons of equivalent occupancy levels which show that higher revenue and profit are associated with higher operating costs. Town hotels generate more employment and value added, than holiday hotels, and as much foreign exchange, but at a greater use per unit of materials and services. There are also significant differences between state sector and non-state sector hotels. Should hotel-investment policy concentrate more on optimizing returns from town-hotel investments, rather than seeking to maximize returns from more risky holiday-hotel investments? These results should be of interest to tourism planners in several African countries.     

Endogeneity in multiple output production: Evidence from the US hotel industry

The treatment of endogenous inputs and outputs in the estimation of multiple–output distance functions is an important issue that has been largely ignored in the hotel and tourism literature. It is well known that directional distance functions with endogeneity are difficult to estimate using maximum likelihood-based methods since the specification of additional identifiable equations for each endogenous variable is highly challenging. In this paper, we propose a limited-information approach to models of this type using a flexible reduced form for the endogenous variables. This approach allows us to easily estimate technical efficiency and does not rely on information about input or output prices, which are typically unavailable. We employ Bayesian methods and propose and use novel posterior measures of weakness and relevance of instruments in an application involving data from major US hotels. We show that controlling for endogeneity has a substantial impact for relative and absolute hotel performance.     

Cost Efficiency and the Choice of Operation Type: Evidence from Taiwan's International Tourist Hotels

This study investigated the endogenous relationship between the differences in cost efficiency and hotel owners' choices of either remaining an independently operated establishment or joining an international chain. We applied observations of 72 international tourist hotels in Taiwan from 1997 to 2008 to a simultaneous equations model with qualitative and limited dependent variables. The study results suggest that joining international chains significantly improves cost efficiency. We also found that net gains from improving both cost efficiency and hotel location are the two foremost determinants for an owner's decision to join an international hotel chain.     

The impact of information technology on hotel operations,service management and transaction costs: A conceptual framework for full-service hotel firms

This paper develops a conceptual framework that describes the impact of information technology (IT) on service management and transaction costs in full service hotel firms. It details how IT would help such firms to lower operations-related transaction costs. Further, the underpinnings of how IT would impact service management in full service hotel firms is discussed more specifically from a customer satisfaction point of view while focusing on two aspects, i.e. managing customer delight and the customer's role as a co-producer. Propositions are developed and a discussion on the impact of IT on firm profitability from a transaction cost perspective ensues while concluding with managerial implications.     

The Response of Hotels to Increasing Food Costs due to Food Shortages

During 2008–2009 the hotel industry in Hong Kong had to respond to a steady price increase in general food items and in basic food commodities. As most hotels in Hong Kong predict their food cost budgets a year in advance, these sudden and unexpected increases in food commodities came at a time when there was a downturn in the global economy in the wake of the financial crisis and a worldwide influenza A (H1N1) epidemic. There have been articles published in hospitality and tourism journals that have discussed the issue of food cost and control in hotels resulting from poor storage and purchasing, portion control, and preparation and production methods. However, none of the previous studies has examined the sudden and rapid increases in the cost of foods and the impact that this has had on the hotel industry. The measures adopted by Hong Kong hotels of different tiers to control or reduce expected food costs are analyzed in this study. This study employed a cross-sectional exploratory design, encompassing in-depth personal interviews with food and beverage managers and executive chefs in high-, mid- and low-tier hotels in Hong Kong. Empirical findings revealed that mid- and low-tier hotels found the increases in commodity prices challenging and thus employed innovative methods to combat rising food costs. High-tier hotels were more concerned about satisfying customers' needs by maintaining high-quality food products and services. The findings indicate that hotels and restaurants at all points of the market adopted functional strategies to increase their efficiency and profitability. Based on the operating experience of existing hotels, this study demonstrates that enhancing the quality of suppliers' commodities, good staff communication and training practices, and innovative ideas can improve a hotel's financial situation.     

Managerial Perceptions of Information Technology and their Impact from a Transaction Cost Perspective

This article addresses the questions of how hotel managers perceive the impact of information technology (IT) on hotel service operations, particularly transaction costs, and whether its impact on these costs affects the decision-making framework. A multiple case study approach using a two-stage interview process was adopted. This comprised a closed, fixed-response questionnaire administered to a group of managers followed by a standardized, open-ended interview intended to capture both objective and subjective views. Although the managers objectively identified a positive impact for IT, their subjective views indicated that this impact is only superficial. This gap points to the existence of bounded rationality in managerial decision making about state-of-the-art IT systems.     

The relationship between price paid and hotel review ratings: Expectancy-disconfirmation or placebo effect?

Whilst there is extant research focusing on the link between hotel reviews and pricing there is scant attention paid to the impact of pricing on hotel review ratings. This paper presents a large scale study based on a novel dataset of more than 44,000 guest review ratings linked to the prices paid for rooms of an European hotel group. Through applying a panel regression analysis we reveal that expectancy-disconfirmation is generally stronger than the placebo effect and higher prices have a negative effect on review ratings, not only when assessing perceived value for money but also when evaluating perceived quality. We identify the trip and guest characteristics which impact on the price-review relationship. Findings provide hotel managers with key quantitative information for simultaneously calibrating quality and revenue targets. Substantial implications include an integrated approach for segmentation as a route to better manage pricing, revenue optimization and reputation.     

饭店非正式员工工作满意度研究

在饭店行业,随着国外著名饭店集团的进驻,民营企业饭店的发展壮大,国有饭店企业改制的推进,饭店之间的竞争日趋白热化.为增强企业的竞争力,获得满意的经营利润,饭店不断通过雇佣大量的非正式员工来确保总成本上的竞争优势.在这样的背景下,本文通过实证研究探寻中国饭店非正式员工工作满意度的影响因子以及各因子的影响程度,在此基础上建立了非正式员工管理的 SPAR 模型,并从工作压力、工作态度和工作单位认可三个角度提出非正式员工管理的具体对策,以期对饭店企业非正式员工的管理提供借鉴和参考.     

Are stars a good indicator of hotel quality? Assymetric information and regulatory heterogeneity in Spain

This paper proposes a methodology for continuous monitoring of the hotel sector based on “objective” and demand criteria. The method applies Multiple Correspondence Analysis (MCA) to hotel facilities and services. Using that indicator the impact of differing regional regulations relating to hotel classifications is duly analysed, based on information from The Official Guide to Hotels in Spain (OGHS). The results show that even though official stars classification might be considered a good indicator of quality, there also is significant overlapping with regard to levels of quality between adjacent official categories. It is suggested that the very coexistence of 17 different regulations is one of the reasons for this.     

Competitive revenue management for fixing quota and price of hotel commodities under uncertainty

This article develops an artificial neural network (ANN) based forecasting model using the past profit records of hotel commodities. Based on forecasting, hotel commodities are categorised into two kinds: ones that push up the revenue, and others, which pull it down. Thereafter, long and short term goals are formulated for fixing quota and proper revenue management under uncertainty. For long term goal, analytical network process (ANP) framework is adopted to establish interrelationships among the factors using DEMATEL methodology. Risk adjusted maximum expected profit is employed for short term goal. Subsequently optimal numbers of commodities are obtained using a fuzzy goal programming approach, and favourable price of the individual commodities is determined keeping the price elasticity as one. Finally, a comparison is made between the respective revenue generated with the new quota and price from the proposed revenue maximization model, and that of the old practised price and quota. The paper demonstrates the superiority of the proposed approach. A case study of a hotel has been taken up to demonstrate the model.     

Crisis Management During the SARS Threat

ABSTRACT

No one could have predicted the outbreak of SARS and its impact on the tourism business. Within a fortnight, hotel occupancy dropped by more than 80% to a single digit record. The hotel industry in Hong Kong was largely caught unprepared, and had to quickly work out ways in which to mitigate the loss of business and profit. This paper identifies the impact of SARS on hotels in Hong Kong, and the relevant human resources strategies used to tackle the crisis. The findings show that unpaid leave and involuntary separation were the most common immediate solutions adopted by the hotels.     

The Impact of Culture on Self-Service on Technology Adoption in the Hotel Industry

Abstract

Increasingly technology based solutions are being used to deliver customer service within the international hotel sector. Frequently, these are being driven by cost and operational efficiency concerns, rather than customer service concerns. The argument is presented in this paper that the undifferentiated use of these solutions across international hotel chains without consideration of the diversity of national cultures that may utilize these services may impact negatively on customer service and organizational performance. A number of propositions are suggested both for further academic research and as factors for consideration by hotel managers in this sector.     

Assessing Hotel Cost Control Through Value Engineering: A Case Study on the Budget Hotels in a Middle-sized City in China

This study employed a value engineering approach to identify and evaluate the factors integral to the efficiency of operation and management of the budget hotel sector in China. A combination of qualitative panel judgments and quantitative statistics was applied in the analysis of a Chinese budget brand which is publicly listed in the USA. Findings reveal that out of the six categories of costs identified, the two items of standard room cost and energy & maintenance achieved the ideal value, while lease rental and human resources are overvalued, with franchise fee and refurbishment cost being undervalued. The implication for hotel investors as well as operators is that for the budget sector to fully realize its potential, a delicate balance needs to be obtained so that resources can be more evenly distributed and customer experiences enriched.     

Partial analysis of the environmental costs generated by hotels in Hong Kong

This paper investigates the environmental costs attributable to the various activities involved in operating a hotel such as energy usage, water consumption, and solid waste disposal. A control cost approach and a pro-rated model were used in environmental costing. A holistic analysis of the environmental costs was then made. It was found that, in the early 1990s, the environmental costs incurred in controlling air pollution was higher than for other types of pollution. However, the situation changed during the late 1990s as the government invested more in building large-scale sewage treatment systems and landfills. At present, the environmental costs attributable to water protection and solid waste management have been larger than the environmental costs of air pollution. This implies that hotel operators should place a greater focus on mitigating the pressure on the environment from the consumption of water and disposal of solid waste. Also based on the methodologies, recommendations on environmental accounting on three levels are made.     

Using machine learning and big data for efficient forecasting of hotel booking cancellations

Cancellations are a key aspect of hotel revenue management because of their impact on room reservation systems. In fact, very little is known about the reasons that lead customers to cancel, or how it can be avoided. The aim of this paper is to propose a means of enabling the forecasting of hotel booking cancellations using only 13 independent variables, a reduced number in comparison with related research in the area, which in addition coincide with those that are most often requested by customers when they place a reservation. For this matter, machine-learning techniques, among other artificial neural networks optimised with genetic algorithms were applied achieving a cancellation rate of up to 98%. The proposed methodology allows us not only to know about cancellation rates, but also to identify which customer is likely to cancel. This approach would mean organisations could strengthen their action protocols regarding tourist arrivals.