The impact of technology on the hotel industry

This article discusses applications of technology to the hospitality environment. Front office information processing systems such as reservations, guest accounting and room management systems are discussed, as well as their impact on the efficiency of operations. Effects of developments in telecommunications and, more recently, teleconferencing on the lodging (hotel) industry are discussed. Technology benefits, such as energy management and the safety and security of guests and their property, are discussed. This article also clarifies the issues that must be considered in the application of new technology and examines future trends.     

Rates of pay in the British hotel and catering industry

This section is intended to supply the readers with quick information on recent developments in Hospitality Management.Reseach Notes may consist of: (1) new research findings including preliminary data from pilot studies; (2) reports on small research projects not requiring extensive presentation; (3) case study reports that describe a truly new phenomenon; (4) methodological comments; (5) brief theoretical statements that are either an original contribution or comments on previously published studies. All such notes must be prepared in the appropriate International Journal of Hospitality Management style and not exceed 800 words.Research Notes should be sent in duplicate to: Dr. Abraham Pizam, Research Notes Editor, Dept. of Hotel, Restaurant and Travel Administration, University of Massachusetts, Amherst, MA 01003, U.S.A. They are refereed by the Section Editor.     

Problems faced by managers in the hotel and catering industry

This survey shows that managers in the U.K. hotel and catering industry rank the importance of problems faced by managers differently from managers in other industries, and that managers in different sectors of the hotel and catering industry also rank their problems differently from each other. The problems revealed are open to wide variations of meaning and a further survey is planned.     

Some problems faced by managers in the hotel and catering industry

This second survey on the problems perceived by managers in the U.K. hospitality industry uses depth interviews to explore managers' perceptions of their problems. Price appears to be the main marketing tool used and there is a lack of emphasis on marketing as a tool to increase sales volume.     

Training practices in the Hong Kong hotel industry: Managerial and executive perspectives

ABSTRACT

Technology is expected to be adopted for the benefits of two types of customers in the hotel industry—external customers for providing better guest experience and internal customers for upgrading skills and knowledge. A survey was used in this study. Training with technology is not the current trend, and on-the-job training is still being adopted frequently and is preferred by executives and managers. It is unpredictable how long it will be before Hong Kong hotels take complete advantage of computer-based training. Minimum yearly training hours and training budgets should be benchmarked and be transparent for a better provision of training.     

Overcoming the barriers to successful implementation of information technology in the U.K. hotel industry

This article examines the organisational barriers to successful implementation of information technology in the hotel industry. These are barriers of will, ability, and finance which block the routes to integration of internal systems.     

Organizational antecedents and competitive consequences of environmental proactivity in the hotel industry

This research simultaneously examines the influence of organizational design variables (specialization, decentralization, formalization, link mechanisms, and informal social relations) on environmental proactivity, and the impact of this environmental proactivity on the competitiveness of hotels. The joint analysis of causes and consequences of environmental proactivity, and the relationship between organizational design and environmental management are topics that have rarely been explored in the literature. Using structural equation modeling methodology, a model is empirically tested using a survey instrument that was distributed to hotels in Spain. The findings indicate that specialization, formalization, link mechanisms, and informal social relations are effective coordination mechanisms to foster environmental proactivity. Moreover, the most effective way of encouraging the implementation of environmental practices is formalization. The findings also show that environmental proactivity contributes to improving competitive advantage in terms of both cost and differentiation.     

Customer value in the hotel industry: What managers believe they deliver and what customer experience

Delivering value for customers has become a central theme in business. The paper examines customer value from two perspectives, i.e. that of service provider and that of the customer. A total 231 managers and 385 customers responded to the survey. The results indicate that managers’ perception of customer value is different to what customers’ experience as customer value. The differences persist across different classes of hotels. These results suggest there is a need to align management and customer perspectives to optimize customer value as delivered and experienced. Specifically, hotels should invest in customer understanding and customer linking activities.     

Hospitality Bankruptcy in United States of America: A Multiple Discriminant Analysis-Logit Model Comparison

This study examines bankruptcy prediction of hospitality firms within U.S. equity markets. The article investigates whether the Logit model or the Multiple Discriminant Analysis (MDA) accurately predict bankruptcy, specifically it attempts to investigate how accurate Logit and MDA models are. Various key financial variables were utilized as predictors and contrasting samples of both bankrupt and non-bankrupt firms for the period 1992–2010 were used. In this analysis Statistical software SPSS 20 was utilized for the analysis. Results show that for the period 1992–2010, the MDA model outperformed the Logit model for overall bankruptcy prediction. Theoretical and practical implications were offered based on the results. The study is critical given the signi?cant number of hospitality enterprises being intensely impacted by the recent economic downturn. Consequently, the hospitality industry in United States demands higher degree of accuracy from bankruptcy prediction models to forecast economic failure.     

Human capital in the Dubai hotel industry: A study of four- and five-star hotels and the HR challenges they face

Dubai brands itself as an international leisure and business center and home to the luxury hotel market. While hotel growth has been, and continues to be rapid, little is known about hotel employees, their demographics or how they feel about working in this industry. This article reports the findings of what is the first review of Dubai hotel human capital, noting there are significant difference in workforce demographics to other countries, for example, it is male dominated, highly educated, and employees note positive levels of organizational social capital. It also highlights potential challenges going forward.     

The moderating roles of job control and work-life balance practices on employee stress in the hotel and catering industry

This study investigated the relationships among job stressors, coping resources, and job stress. Data were collected from food service employees (n = 255) in the hotel and catering industry. Hierarchical regression showed main significant effects of job demands and job control and three-way (job demands × job control × work-life balance practices) interactions on job stress. The results further demonstrated that high job demands coupled with low job control and the availability of work-life balance practices resulted in a higher level of stress. Implications for Karasek's job demand–control model, managerial practice and future research are provided.     

Perceived organizational change in the hotel industry: An implication of change schema

A schema, first proposed by Fiske and Taylor (1984), is a cognitive structure that represents organized knowledge on a given concept or type of stimulus. Lau and Woodman (1995) further explained that when an organization experiences changes, its members have various interpretations of and expectations for those changes. The cognitive understanding of change is guided by a mental map that represents the knowledge structures of the attributes of change and relationships between different events of change. This mental map refers to the so-called change schema (Lau and Woodman, 1995). The objectives of this study are to apply this change schema to organizational change in hotels, and to examine the antecedents and consequences of organizational change.     

Interpreting the mind of multinational hotel investors: Future trends and implications in China

This study provides an updated outlook on the future of the investments proposed by multinational hotel corporations in China. Data were collected from secondary sources using keyword research to identify proposed new hotel developments and future trends in China. A grounded theory approach was used to analyze the data. Findings revealed that the decisions of multinational hotel groups with respect to business formats, the direction trends of investments, and the attractiveness of Chinese market are affected by the happening of mega-events, Chinese government policies, the presence of local entrepreneurs, and market potential.     

Relationship between customer complaint behavior and demographic characteristics: A study of hotel restaurants' patrons

This study documented customer complaint behavior in hotel restaurants in Deadwood, USA, and examined the relationship between complaint behavior and demographic characteristics. The sample consisted of 250 hotel restaurant customers. It was found that the hotel restaurant customers tended to complain privately rather than taking public actions. Older, well-educated, customers with higher incomes tended to take private action to complain about their dissatisfaction more than younger, less educated customers with lower incomes. Based on results of the study, implications were suggested for industry practitioners to diminish the negative impact of complaint on hotel restaurants.     

The influence of values and attitudes on green consumer behavior: A conceptual model of green hotel patronage

This study develops a comprehensive conceptual framework of consumer behavioral intentions in green hotels. Based on Schwartz’s values theory, using Stern’s nomenclature, in conjugation with value-attitude-hierarchy, ecocentric and anthropocentric ethic, and green signaling theory, this study identifies values (biospheric, altruistic, and egoistic) and attitudes (ecocentric and anthropocentric) that influence consumers’ green hotel visit intention, willingness to pay more, and willingness to sacrifice. This study adds to the extant literature by incorporating the consumers’ environmental concern perspective, the social-altruistic perspective, and the personal benefits and status perspectives in embracing green products. Understanding the interplay of biospheric, altruistic, and egoistic values and ecocentric and anthropocentric attitudes on green hotel behavioral intentions will provide insights to better understand the green consumer and to better manage the green hotel.