Pub Date : 2017-01-01DOI: 10.4018/978-1-5225-0708-6.CH009
Chang Lee
Employees have their own perceptions or attitudes about many aspects of work itself, and their own satisfaction with job or non-work-related attributes. Job satisfaction has been widely studied by many researchers and practitioners. This study surveys selected work-related attributes to help hoteliers improve work environments. This study initially identifies the level of importance on work-related attributes and the level of satisfaction with those attributes among hotel workers. Whether differences exist between the levels of importance of work-related attributes and satisfaction with those attributes is also explored. The purpose of this study is to identify how hotel workers perceive their work environments and identify areas that need more attention from hotel managers. Based on the purpose of this study, work-related attributes are measured according to the level of importance and the level of satisfaction. The study indicates that hotel workers consider their work environments, in terms of who they work with; to be well provided; however, work-related expectation, in terms of what they receive for their work, has not met their expectations. This study finds supervisor's friendlessness, job security, and pay are top three most important.
{"title":"Gap Analysis: Comparison of Job-Related Attributes Between Importance and Satisfaction","authors":"Chang Lee","doi":"10.4018/978-1-5225-0708-6.CH009","DOIUrl":"https://doi.org/10.4018/978-1-5225-0708-6.CH009","url":null,"abstract":"Employees have their own perceptions or attitudes about many aspects of work itself, and their own satisfaction with job or non-work-related attributes. Job satisfaction has been widely studied by many researchers and practitioners. This study surveys selected work-related attributes to help hoteliers improve work environments. This study initially identifies the level of importance on work-related attributes and the level of satisfaction with those attributes among hotel workers. Whether differences exist between the levels of importance of work-related attributes and satisfaction with those attributes is also explored. The purpose of this study is to identify how hotel workers perceive their work environments and identify areas that need more attention from hotel managers. Based on the purpose of this study, work-related attributes are measured according to the level of importance and the level of satisfaction. The study indicates that hotel workers consider their work environments, in terms of who they work with; to be well provided; however, work-related expectation, in terms of what they receive for their work, has not met their expectations. This study finds supervisor's friendlessness, job security, and pay are top three most important.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"6 1","pages":"137-154"},"PeriodicalIF":0.0,"publicationDate":"2017-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70431613","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2016-04-25DOI: 10.21863/IJHTS/2015.8.2.016
P. Igbojekwe
The main objective of this study was to determine if emotional labour has become a criterion in performance appraisal, job description, selection, and training schemes in the hotel industry in Nigeria. Our main assumption was that majority of hotel organizations have not built emotional labour into their human resources management schemes. Data were gathered by the use of structured questionnaires designed in Likert format, and interviews. The focus group was managers of the selected hotels. Analyses revealed that majority of the hotels have not built emotional labour into their human resources schemes particularly in the 1, 2, and 3-star hotels. It was observed that service employees of 1, 2, and 3-star hotels have not been adequately trained to perform emotional labour; a critical factor in quality service delivery. Managers of 1, 2, and 3-star hotels have not given serious thought to emotional labour as a critical factor in quality service delivery. The study revealed that suitability of an individual’s characteristics is not being considered as a criterion for selection and performance appraisal for service employees. The implication of this is that, person-job-fit is not seriously considered. It was observed that there has been a disconnect between required emotional competency, its recognition, evaluation and training. Based on the findings of this study, it is concluded that selection, training, job description and performance appraisal instruments in use in hotels in Nigeria are inadequate. Human resource implications of the findings in this study are presented. It is recommended that hotel organizations should re-design and plan the emotional content and context of their human resources practices to reflect the emotional demands of frontline jobs in the hotel industry and the crucial role emotional labour plays during service encounters. Keywords: Emotional labour; employee selection; job description; performance appraisal; person-job-fit;
{"title":"Emotional Labour and Employee Performance Appraisal: The Missing Link in Some Hotels in South East Nigeria","authors":"P. Igbojekwe","doi":"10.21863/IJHTS/2015.8.2.016","DOIUrl":"https://doi.org/10.21863/IJHTS/2015.8.2.016","url":null,"abstract":"The main objective of this study was to determine if emotional labour has become a criterion in performance appraisal, job description, selection, and training schemes in the hotel industry in Nigeria. Our main assumption was that majority of hotel organizations have not built emotional labour into their human resources management schemes. Data were gathered by the use of structured questionnaires designed in Likert format, and interviews. The focus group was managers of the selected hotels. Analyses revealed that majority of the hotels have not built emotional labour into their human resources schemes particularly in the 1, 2, and 3-star hotels. It was observed that service employees of 1, 2, and 3-star hotels have not been adequately trained to perform emotional labour; a critical factor in quality service delivery. Managers of 1, 2, and 3-star hotels have not given serious thought to emotional labour as a critical factor in quality service delivery. The study revealed that suitability of an individual’s characteristics is not being considered as a criterion for selection and performance appraisal for service employees. The implication of this is that, person-job-fit is not seriously considered. It was observed that there has been a disconnect between required emotional competency, its recognition, evaluation and training. Based on the findings of this study, it is concluded that selection, training, job description and performance appraisal instruments in use in hotels in Nigeria are inadequate. Human resource implications of the findings in this study are presented. It is recommended that hotel organizations should re-design and plan the emotional content and context of their human resources practices to reflect the emotional demands of frontline jobs in the hotel industry and the crucial role emotional labour plays during service encounters. Keywords: Emotional labour; employee selection; job description; performance appraisal; person-job-fit;","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"9-19"},"PeriodicalIF":0.0,"publicationDate":"2016-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68648594","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2016-01-01DOI: 10.4018/978-1-5225-0196-1.CH099
Anastasia A. Katou
The purpose of this paper is to review methodological issues highlighted in the empirical literature in the field of strategic human resource management that may be applied to the hospitality industry, and to propose possible solutions to overcome methodological problems. The paper makes use of a general HRM-performance linkage framework that refers to the 'black box' in strategic human resource management, and is based on the three HRM perspectives (universalistic, contingency, and configurational).
{"title":"Human Resource Management and Performance in the Hospitality Industry: Methodological Issues","authors":"Anastasia A. Katou","doi":"10.4018/978-1-5225-0196-1.CH099","DOIUrl":"https://doi.org/10.4018/978-1-5225-0196-1.CH099","url":null,"abstract":"The purpose of this paper is to review methodological issues highlighted in the empirical literature in the field of strategic human resource management that may be applied to the hospitality industry, and to propose possible solutions to overcome methodological problems. The paper makes use of a general HRM-performance linkage framework that refers to the 'black box' in strategic human resource management, and is based on the three HRM perspectives (universalistic, contingency, and configurational).","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"1 1","pages":"1980-1999"},"PeriodicalIF":0.0,"publicationDate":"2016-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70430929","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2015-12-01DOI: 10.21863/ijhts/2015.8.2.009
Suvidha Khanna, Sandeva Khajuria
Pilgrimage tourism is one of the oldest and most widely practiced forms of tourism over the world. Pilgrimage has not only been confined to religious and spiritual benefits of the pilgrims but has extended gains to other participating communities including the locals and the service providers. As a pilgrimage destination flourishes, it becomes a source of income generation for the locals and service providers, along with fulfilling the spiritual desires of the pilgrims. With the core activity of offering prayers and pilgrimage, allied activities particularly shopping at the destination is a key indulgence at a pilgrimage destination. Special products, believed to possess spiritual and religious relevance are sold at the destinations. The pilgrims buy these products to offer to their God. Such products when used for commercial purpose are known to be Souvenirs. Pilgrims buy souvenirs to take back memories of their journey and to gift to others as a momento or token of affection. The present study is an empirical research which tends to know the souvenir purchase behaviour of the pilgrims at one of the most visited pilgrimage shrine of India, Shri Mata Vaishno Devi. The research explores the Souvenir Purchase trend at the destination and tends to study how the Souvenir Purchase intention is affected by the demographics of the respondents. The difference in Souvenier Purchase Intentions of the pilgrims on the basis of their visiting Motivation will also be worked upon. It includes first hand as well as second hand data and will be analysed with the help of tools like percentage, mean, t-test and ANOVA.
{"title":"A relationship framework between souvenir purchase intention, pilgrimage.","authors":"Suvidha Khanna, Sandeva Khajuria","doi":"10.21863/ijhts/2015.8.2.009","DOIUrl":"https://doi.org/10.21863/ijhts/2015.8.2.009","url":null,"abstract":"Pilgrimage tourism is one of the oldest and most widely practiced forms of tourism over the world. Pilgrimage has not only been confined to religious and spiritual benefits of the pilgrims but has extended gains to other participating communities including the locals and the service providers. As a pilgrimage destination flourishes, it becomes a source of income generation for the locals and service providers, along with fulfilling the spiritual desires of the pilgrims. With the core activity of offering prayers and pilgrimage, allied activities particularly shopping at the destination is a key indulgence at a pilgrimage destination. Special products, believed to possess spiritual and religious relevance are sold at the destinations. The pilgrims buy these products to offer to their God. Such products when used for commercial purpose are known to be Souvenirs. Pilgrims buy souvenirs to take back memories of their journey and to gift to others as a momento or token of affection. The present study is an empirical research which tends to know the souvenir purchase behaviour of the pilgrims at one of the most visited pilgrimage shrine of India, Shri Mata Vaishno Devi. The research explores the Souvenir Purchase trend at the destination and tends to study how the Souvenir Purchase intention is affected by the demographics of the respondents. The difference in Souvenier Purchase Intentions of the pilgrims on the basis of their visiting Motivation will also be worked upon. It includes first hand as well as second hand data and will be analysed with the help of tools like percentage, mean, t-test and ANOVA.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"39-50"},"PeriodicalIF":0.0,"publicationDate":"2015-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68647825","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2015-12-01DOI: 10.21863/IJHTS/2015.8.2.012
D. R. Gupta, Poonam Sharma
Since airline industry is a prime service industry and interaction of service providers and service seekers is dominant which increases the chances of service failures in each step of service delivery process. Service failures are unpreventable in the core service delivery system and consumer complaints are like keys to identify the failures in the services of an organization. Behavioural intentions of complainants can be voice, private and third party (Singh, 1988). The present study aims to examine the airline passenger's complaint behaviour intentions. This study also examines the effect of demographic variables on consumer complaint intentions. The results of descriptive statistics and t-test shows that complainants are dominantly engaged in voice actions and there is no significant difference between the voice, private and third party intentions of complainants and non-complainants.
{"title":"A Study of Complaint Behaviour Intentions of Airline Passengers","authors":"D. R. Gupta, Poonam Sharma","doi":"10.21863/IJHTS/2015.8.2.012","DOIUrl":"https://doi.org/10.21863/IJHTS/2015.8.2.012","url":null,"abstract":"Since airline industry is a prime service industry and interaction of service providers and service seekers is dominant which increases the chances of service failures in each step of service delivery process. Service failures are unpreventable in the core service delivery system and consumer complaints are like keys to identify the failures in the services of an organization. Behavioural intentions of complainants can be voice, private and third party (Singh, 1988). The present study aims to examine the airline passenger's complaint behaviour intentions. This study also examines the effect of demographic variables on consumer complaint intentions. The results of descriptive statistics and t-test shows that complainants are dominantly engaged in voice actions and there is no significant difference between the voice, private and third party intentions of complainants and non-complainants.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"23-31"},"PeriodicalIF":0.0,"publicationDate":"2015-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68648236","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2015-12-01DOI: 10.21863/IJHTS/2015.8.2.011
Carmelita D’ Mello, Ling-Chen Chang, Kaustubh Kamat, M. Scaglione, K. Weiermair, S. Pillai
To strategically utilize resources to minimize the negative impacts of tourism and increasing the social support for tourism development, the present study examined the residents of the State of Goa by using the model developed by Perdue et al. (1990); later extended by Mc Gehee, et al. (2002); and also based on social exchange theory; tried to determine whether personal characteristics and personal benefits from tourism influence perception of tourism as well as support for tourism development, and what factors influence support for tourism development and management. The result indicated that personal characteristics were not good predictors of resident's attitude tourism impacts with an exception of age, education, and birthplace. Personal benefits from tourism predicted positive impacts of tourism, negative impacts of tourism and also support for additional tourism, which was consistent with Perdue et al. (1990) and Mc Gehee et al. (2002).The research supported social exchange theory as personal benefit and support for additional tourism were significant predictors of tourism planning. However, while support for additional tourism did predict tourism planning, it showed a positive relationship as reported by Mc Gehee et al. (2002) and not a negative one as reported by Perdue et al. (1990). The overall findings support previous assertions that educating local residents about the potential benefits of tourism is critical in obtaining their support for tourism, enhancing their involvement in the industry, and achieving sustainable community development.
为了战略性地利用资源以尽量减少旅游业的负面影响并增加对旅游业发展的社会支持，本研究使用Perdue等人(1990)开发的模型对果阿邦的居民进行了调查;后来由mcgehee等人推广(2002);也基于社会交换理论;试图确定个人特征和个人旅游利益是否影响旅游感知和旅游发展支持度，以及哪些因素影响旅游开发和管理支持度。结果表明，除年龄、教育程度和出生地外，个人特征不能很好地预测居民态度旅游的影响。旅游的个人收益预测了旅游的积极影响、消极影响以及对额外旅游的支持，这与Perdue et al.(1990)和Mc Gehee et al.(2002)一致。研究支持社会交换理论，个人利益和额外旅游支持是旅游规划的显著预测因子。然而，虽然对额外旅游的支持确实预测了旅游规划，但Mc Gehee等人(2002)的报告显示，它表现出正相关关系，而不是Perdue等人(1990)的报告所显示的负相关关系。总体的研究结果支持了先前的断言，即教育当地居民关于旅游的潜在利益对于获得他们对旅游业的支持、提高他们对旅游业的参与和实现可持续的社区发展至关重要。
{"title":"An examination of factors influencing residents' perception of the impacts of tourism in Goa","authors":"Carmelita D’ Mello, Ling-Chen Chang, Kaustubh Kamat, M. Scaglione, K. Weiermair, S. Pillai","doi":"10.21863/IJHTS/2015.8.2.011","DOIUrl":"https://doi.org/10.21863/IJHTS/2015.8.2.011","url":null,"abstract":"To strategically utilize resources to minimize the negative impacts of tourism and increasing the social support for tourism development, the present study examined the residents of the State of Goa by using the model developed by Perdue et al. (1990); later extended by Mc Gehee, et al. (2002); and also based on social exchange theory; tried to determine whether personal characteristics and personal benefits from tourism influence perception of tourism as well as support for tourism development, and what factors influence support for tourism development and management. The result indicated that personal characteristics were not good predictors of resident's attitude tourism impacts with an exception of age, education, and birthplace. Personal benefits from tourism predicted positive impacts of tourism, negative impacts of tourism and also support for additional tourism, which was consistent with Perdue et al. (1990) and Mc Gehee et al. (2002).The research supported social exchange theory as personal benefit and support for additional tourism were significant predictors of tourism planning. However, while support for additional tourism did predict tourism planning, it showed a positive relationship as reported by Mc Gehee et al. (2002) and not a negative one as reported by Perdue et al. (1990). The overall findings support previous assertions that educating local residents about the potential benefits of tourism is critical in obtaining their support for tourism, enhancing their involvement in the industry, and achieving sustainable community development.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"1-11"},"PeriodicalIF":0.0,"publicationDate":"2015-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68648216","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2015-06-01DOI: 10.21863/IJHTS/2015.8.1.002
Alka Sharma, Shruti
India is unparalleled in its beauty, uniqueness, rich culture, heritage and history. The Government of India has been initiating various advertising campaigns such as the Incredible India to promote India as an attractive tourist destination. Different states in India like Goa, Kerala, Gujarat, etc. have also been promoting themselves as tourist destinations by using such campaigns for attracting more tourists in their states. Gujarat has been a front runner in adopting innovative promotional strategies; the state government is encouraging the tourists to discover its century's old history. The "Khushboo Gujarat Ki" ad-campaign has increased tourism in Gujarat, thereby suggesting the relevance of promotion in brand building of a destination. Tourism destinations are complex organizations (Buhalis, 2003) which need to manage their reputation (Inversini, Cantoni, & Buhalis, 2009) vis-a-vis other destinations in order to attract larger number of tourists. Therefore, it is becoming increasingly critical for destinations to measure and manage their reputations. (Passow, Fehlmann, & Grahlow, 2005). The present paper is an empirical study which attempts to analyze the Ad content of "Khushboo Gujarat Ki" campaign of Gujarat and its impact on the reputation of the destination.
{"title":"Impact of Promotion on Destination Reputation:A Case of Gujarat","authors":"Alka Sharma, Shruti","doi":"10.21863/IJHTS/2015.8.1.002","DOIUrl":"https://doi.org/10.21863/IJHTS/2015.8.1.002","url":null,"abstract":"India is unparalleled in its beauty, uniqueness, rich culture, heritage and history. The Government of India has been initiating various advertising campaigns such as the Incredible India to promote India as an attractive tourist destination. Different states in India like Goa, Kerala, Gujarat, etc. have also been promoting themselves as tourist destinations by using such campaigns for attracting more tourists in their states. Gujarat has been a front runner in adopting innovative promotional strategies; the state government is encouraging the tourists to discover its century's old history. The \"Khushboo Gujarat Ki\" ad-campaign has increased tourism in Gujarat, thereby suggesting the relevance of promotion in brand building of a destination. Tourism destinations are complex organizations (Buhalis, 2003) which need to manage their reputation (Inversini, Cantoni, & Buhalis, 2009) vis-a-vis other destinations in order to attract larger number of tourists. Therefore, it is becoming increasingly critical for destinations to measure and manage their reputations. (Passow, Fehlmann, & Grahlow, 2005). The present paper is an empirical study which attempts to analyze the Ad content of \"Khushboo Gujarat Ki\" campaign of Gujarat and its impact on the reputation of the destination.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"23-31"},"PeriodicalIF":0.0,"publicationDate":"2015-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68647927","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2015-06-01DOI: 10.21863/IJHTS/2015.8.1.005
Ankush Ambardar
Employee safety and health is considered to be one of the major important human resource functions for any hotel organization. The current paper focuses on the application of occupational safety and health of laundry employees looking at the nature of the tasks performed in day to day operations. OSH is one of the significant factors responsible for employees' inspiration and moreover retention in a hotel organization. Health, safety and performance of the employees are dependent on understanding and application of ergonomic practices followed during laundry operations. The paper explores laundry employee protection against various critical factors such as injuries, accidents, work postures, chemical exposure, heat, fire, noise, etc. A questionnaire was used to perpetuate perception of laundry employees in regard to protection from factors concerning safety and health issues from hotels of India. The results reveal that some of the OSH practices are been followed in hotels, while some were missing from hotels such as training, periodical audit and protection against chemical hazards. The present study suggests need for adopting OSH practices and enforcing periodical check for the same in every hotel besides of its categorization.
{"title":"Occupational safety and health of laundry employees in hotel industry.","authors":"Ankush Ambardar","doi":"10.21863/IJHTS/2015.8.1.005","DOIUrl":"https://doi.org/10.21863/IJHTS/2015.8.1.005","url":null,"abstract":"Employee safety and health is considered to be one of the major important human resource functions for any hotel organization. The current paper focuses on the application of occupational safety and health of laundry employees looking at the nature of the tasks performed in day to day operations. OSH is one of the significant factors responsible for employees' inspiration and moreover retention in a hotel organization. Health, safety and performance of the employees are dependent on understanding and application of ergonomic practices followed during laundry operations. The paper explores laundry employee protection against various critical factors such as injuries, accidents, work postures, chemical exposure, heat, fire, noise, etc. A questionnaire was used to perpetuate perception of laundry employees in regard to protection from factors concerning safety and health issues from hotels of India. The results reveal that some of the OSH practices are been followed in hotels, while some were missing from hotels such as training, periodical audit and protection against chemical hazards. The present study suggests need for adopting OSH practices and enforcing periodical check for the same in every hotel besides of its categorization.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"32-39"},"PeriodicalIF":0.0,"publicationDate":"2015-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68648186","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2015-06-01DOI: 10.21863/IJHTS/2015.8.1.003
K. Mahajan, A. S. Patil, R. Gupta, B. Pawar
Tourism is the act of travel for the purpose of recreation. It is an industry of moving, housing and entertaining people. It is one of the world's largest service industries and fastest growing economic sectors in terms of generating gross revenue as well as earning of foreign exchange. Nowadays the Internet and the developments in ICTs have revolutionized the entire tourism industry all over the world. It provides new tools and enables new distribution channels to create a new business environment. In order to increase the efficiency and effectiveness of transactions, to reduce the cost of transactions and to provide the one stop services to the customers, tourism market needs a new ICT based business model to grow tourism industry in the states of Maharashtra and Goa. In this paper we propose a new ICT based tourism business model that includes the modern tools of ICT which affects the tourism business as a whole.
{"title":"A New ICT Based Business Model for Tourism Industry for the Maharashtra and Goa States of India","authors":"K. Mahajan, A. S. Patil, R. Gupta, B. Pawar","doi":"10.21863/IJHTS/2015.8.1.003","DOIUrl":"https://doi.org/10.21863/IJHTS/2015.8.1.003","url":null,"abstract":"Tourism is the act of travel for the purpose of recreation. It is an industry of moving, housing and entertaining people. It is one of the world's largest service industries and fastest growing economic sectors in terms of generating gross revenue as well as earning of foreign exchange. Nowadays the Internet and the developments in ICTs have revolutionized the entire tourism industry all over the world. It provides new tools and enables new distribution channels to create a new business environment. In order to increase the efficiency and effectiveness of transactions, to reduce the cost of transactions and to provide the one stop services to the customers, tourism market needs a new ICT based business model to grow tourism industry in the states of Maharashtra and Goa. In this paper we propose a new ICT based tourism business model that includes the modern tools of ICT which affects the tourism business as a whole.","PeriodicalId":37321,"journal":{"name":"International Journal of Hospitality and Tourism Systems","volume":"8 1","pages":"64-69"},"PeriodicalIF":0.0,"publicationDate":"2015-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"68648015","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2015-06-01DOI: 10.21863/IJHTS/2015.8.1.001
Anahita Naderian, Rohaizat Baharun
Booming travel and tourism trade cause a tremendous growth in hotel industry in Malaysia. This industry will continue to promote country and other businesses in a good way. Therefore, the evaluation of customers' perception, satisfaction and loyalty in hospitality industry has been major of attention in marketing strategies. This research aims to evaluate customer loyalty at in-house restaurant hotels in Malaysia. To achieve this goal, this research takes two steps to better understand the role and influence of each constructs; (1) Examines customer satisfaction by considering the effect of service quality antecedents on customer satisfaction. (2) Investigates the association between customer satisfaction and loyalty by identifying the moderating role of switching cost in satisfaction-loyalty relationship. The data is collected through self-administrated questionnaire from hotels in two states of Malaysia from 200 customers who have been served at in-house restaurant of those hotels since last three months. Structural Equation Modeling (SEM) is used to analyze the reliability and validity of data and the hypothesized relationships in the proposed research model.
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