The Role of Private Label Brands in Enhancing Service Satisfaction in the Hotel Industry: Comparing Luxury and Boutique Hotels

ABSTRACT

This research proposes private label branding as a strategy that can have a positive effect on guest satisfaction and loyalty in hotels that cater to travelers seeking a special hotel experience. We test this using a sample of guests in two hotels: a five-star luxury hotel (N = 225) and a boutique hotel (N = 101). Findings show that in the luxury hotel but not the boutique hotel, perception of a private label had a direct impact on loyalty, and an indirect impact on loyalty through its effect on guest satisfaction. The theoretical implications and recommendations for hoteliers based on the findings are discussed.     

Market delimitation,firm survival and growth in service industries

This article focuses on the effect of both firm survival and market delimitation on stochastic growth behaviour in the realm of service industries. Two samples of firms were selected for the study, one of them representing the surviving firm population in the tourism industry and the other one representing the firm total. The activity of firms was used for measuring the influence of market delimitation. Stochastic growth behaviour is found to hold for the sector as a whole, whereas it does not do so for the population of surviving firms. Market delimitation is also observed to influence growth behaviour, but only when combined with firm survival.     

Mobile Shoppers: Types,Drivers, and Impediments

The technology adoption of mobile commerce has frequently been studied by considering the extended technology acceptance model (TAM). However, the role of the perceived drivers and impediments affecting potential mobile shoppers' acceptance has been scarcely analyzed. This article highlights: (1) the typology of potential m-shoppers described by their reasons for, and perceived impediments to, mobile shopping and (2) the possible differences in the extended TAM in the resulting categories. In order to do so, we advance a single hypothesis about moderation of the m-shopper type on the relationships presented in the extended TAM. The study was conducted in Spain, a country with significant current and forecasted use of mobile shopping. Data from 476 Spanish mobile phone users were analyzed. The use of latent class cluster allowed us to identify three types of mobile shoppers that show different profiles based on their perception about drivers and impediments. Differences in the extended TAM relations across the clusters were identified using the multigroup approach of structural equation models. The results show support for the moderation effect, providing valuable information for practitioners to understand how consumers develop mobile shopping intentions, which is necessary to implement effective marketing strategies.     

Capital structure of SMEs in Spanish regions

This article examines whether the capital structure of small and medium-sized enterprises (SMEs) and its firm-factor determinants are different across regions belonging to a single country. This subject is relatively innovative in capital structure research, since the majority of the studies carried out in a single country have neglected to take into account the region in which firms operate to explain leverage. To this end, we study whether the capital structure and its firm-factor determinants—size, asset structure, profit, growth, and age—differ depending on the region in which the SMEs are located. For the empirical analysis, panel data methods are applied to a sample of firms from all regions of Spain for the period 2004–2007. Our results not only suggest that there are regional differences in the SMEs capital structure but also confirm that the impact of firm-factor determinants on leverage differs across regions in terms of signs, magnitudes and significance levels.     

Note on global dynamics and imbalance effects in the Lucas–Uzawa model

In the traditional literature on the Lucas–Uzawa model, it is proved that in the so‐called normal parametric case, human capital stock grows at a rate greater than its long‐run counterpart in the neighbourhood of the long‐run balanced growth path. We first prove that the claim is true outside the neighborhood of balanced growth paths. More importantly, we identify a crucial asymmetry: whatever the parametric case considered, physical capital stock always grows at a rate lower than its long‐run counterpart when the ratio of physical to human capital is above its long‐run value.     

Comparison of cross-country measures of sigma-convergence in per-capita income, 1960–2010

The evidence on sigma-convergence in income indicated by (a) coefficient of variation (CV) and (b) SD of logarithms (SDLOG) is considered for a large cross-country sample covering the period 1960–2010. Three main points are noted. First, the two measures yield qualitatively similar scenarios, and both indicate sigma-divergence in income over the period. Second, however, they do show large differences in the rate of change in income inequality, and SDLOG indicates divergence at a much higher rate than CV. It seems likely that SDLOG would indicate greater divergence, or weaker convergence, than CV in many cases. Third, therefore, researchers are urged not to rely too heavily on one or the other measure for an inference on sigma-convergence, and it seems appropriate to consider both for drawing reasonable conclusions on convergence in income and many other variables studied by scholars.     

Safety in multistream ammonia plants utilizing common utility services

A multistream plant has a definite advantage of achieving an overall lesser downtime as compared to a single-stream plant based on Partial Oxidation because the outage of individual stream does not necessarily put the plant out of operation. But the safety considerations in the design, operation and maintenance of a multistream plant should be all the more elaborate and well defined. Usually the multistreams have common utility sources and a number of interconnections provided for the side streams. The present paper is a case study of an incident that occurred in the Ammonia Plant when the maintenance work was in progress in one stream and the other two were under operation.     

Why are some modes of acquisition more profitable? A study of the credit card industry

A key challenge in financial services marketing is attracting good customers to the firm. For most financial services firms, including credit card firms, a good customer is also a profitable customer. Managers would like to use marketing tactics that attract the most profitable customers while closely monitoring and perhaps limiting expenditures on marketing tactics that tend to attract relatively less profitable customers. Therefore, managers need to understand the relative effectiveness of different modes of new account acquisition and the impact that the various modes of acquisition may have on overall account profitability. To date, there have been very few studies that have calculated individual level customer profitability and then investigated the relationship between new customer acquisition source and customer profitability. That is, how do modes of acquisition differ in their ability to attract profitable customers? We answer this question using a proprietary and novel data set from the credit card industry. Of the four modes of acquisition used in this industry, we find that Internet and direct mail efforts generate more profitable customers than telemarketing and direct selling. We provide possible explanations for these findings. Our work adds to the growing literature in customer relationship management and our results have important managerial implications for resource allocation among acquisition strategies.     

Hostility or hospitality? A review on violence,bullying and sexual harassment in the tourism and hospitality industry

The present work reviews the current knowledge about violence, bullying and sexual harassment in the tourism and hospitality industry. It indicates the high prevalence of these aggressive behaviours, and identifies structural reasons, insufficient managerial skills and/or common beliefs as their causes. The negative impacts of bullying, violence and sexual harassment on employees include intentions to leave and psychological upset. These personal negative feelings and attitudes contribute to negative organizational performance indicators, such as high staff turnover rate and low profitability. In addition, the high prevalence of violence creates a negative image for the tourism and hospitality industry in general. The review shows that intervention plans are scattered in aims and time frames, focus mainly on managerial policies, and almost completely overlook immediate actions as well as guest violence. Given its importance, the low number of appropriate intervention tools, policies and agendas clearly suggests the urgent need for more research. The final section of the work provides an overview of three core themes that can potentially contribute to the development of an effective intervention agenda, namely, corporate social responsibility, social media and comparisons to other sectors.