Progress in Tourism and Hospitality Research最新文献

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A study of service quality in small hotels and guesthouses 小型旅馆和宾馆服务质量研究

Progress in Tourism and Hospitality Research

Pub Date : 1997-12-01 DOI: 10.1002/(SICI)1099-1603(199712)3:4<351::AID-PTH119>3.0.CO;2-7

N. Jones, D. Lee-Ross, H. Ingram

Two hundred and ninety-nine customers staying at eight small hotels/guesthouses in the UK were asked to provide written free responses indicating the best and worst aspects of the service they had experienced. These data were explored using the 18-point framework of Johnston (1995). Service quality attributes were identified as 'satisfiers' or 'dissatisfiers', and as relating to tangible or intangible aspects of the guest experience. Service quality scores based upon both aspects and attributes showed good agreement with customer satisfaction ratings and revealed clear differences between establishments. Tangible aspects of service quality were most frequently mentioned overall, but intangibles showed the greatest power to discriminate between establishments. Customers' comments were used by some service providers to correct faults and to focus staff onto customer needs. The possibility of classifying establishments on the basis of such data is discussed. © 1997 John Wiley & Sons, Ltd.

研究人员要求住在英国8家小酒店/宾馆的299名顾客提供免费的书面回复，说明他们所经历的服务的最好和最差方面。使用Johnston(1995)的18点框架对这些数据进行了探讨。服务质量属性被确定为“满意因素”或“不满意因素”，并与客人体验的有形或无形方面有关。基于各方面和属性的服务质量评分与顾客满意度评分一致，但各机构之间存在明显差异。总体而言，服务质量的有形方面是最常被提及的，但无形方面显示出最大的区分机构的力量。一些服务提供商利用客户的评论来纠正错误，并将员工的注意力集中在客户的需求上。讨论了根据这种数据对机构进行分类的可能性。©1997 John Wiley & Sons, Ltd

引用次数: 52

Book Review: Corporate strategy for hospitality by Tim Knowles. Addison Wesley–Longman, Harlow, 1995. No. of pages: 358. Price £22.99 (paperback). ISBN 0 582 28167 9. 书评:酒店业的企业战略，作者:蒂姆·诺尔斯。Addison Wesley-Longman，哈洛，1995。不。共358页。售价22.99英镑(平装本)。Isbn 0 582 28167

Progress in Tourism and Hospitality Research

Pub Date : 1997-12-01 DOI: 10.1002/(SICI)1099-1603(199712)3:4<365::AID-PTH68>3.0.CO;2-E

T. Baum

引用次数: 0

An attributional approach to hotel selection. Part 2: The customers’ perceptions 酒店选择的归因方法。第2部分:客户的看法

Progress in Tourism and Hospitality Research

Pub Date : 1997-12-01 DOI: 10.1002/(SICI)1099-1603(199803)4:1<67::AID-PTH131>3.0.CO;2-1

R. J. Callan

This paper (the second in a series of four) presents the findings of a study of the views of UK hotel customers when identifying the perceived importance of hotel selection and quality assessment attributes. A brief review of the methodology is presented together with an analysis of customer preferences and characteristics. As the first article in the series concentrated upon the important attributes, this paper focuses on the interjacent and relatively unimportant attributes. A discussion of the findings reveals that customers view leisure, entertainment and children-related services as relatively unimportant. The results confirm the importance of competence and the characteristics and performance of the service provider. © 1998 John Wiley & Sons, Ltd.

本文(四篇系列中的第二篇)介绍了英国酒店客户在确定酒店选择和质量评估属性的感知重要性时的观点研究结果。简要回顾了该方法，并对客户偏好和特征进行了分析。作为该系列的第一篇文章，本文主要讨论的是重要属性，而不是相对不重要的属性。对调查结果的讨论表明，消费者认为休闲、娱乐和与儿童有关的服务相对不重要。研究结果证实了胜任力的重要性以及服务提供者的特征和绩效。©1998 John Wiley & Sons, Ltd

引用次数: 24

Personnel management in hotels - an update: A move to human resource management? 酒店人事管理的最新进展:转向人力资源管理?

Progress in Tourism and Hospitality Research

Pub Date : 1997-12-01 DOI: 10.1002/(SICI)1099-1603(199712)3:4<321::AID-PTH109>3.0.CO;2-B

C. Kelliher, Keith Johnson

This paper reports research on the conduct of personnel/human resource management in large and foreign-owned UK Hotels. The findings are compared to a similar study undertaken by the authors ten years previously, in order to examine the extent of change which has taken place. The extent to which human resource management has been implemented is also assessed. Broadly speaking, the results found evidence of a broader and more sophisticated approach to personnel management being taken, but there was only partial evidence of human resource management being implemented © 1997 John Wiley & Sons, Ltd.

引用次数: 59

Demonstration effects or relative deprivation? The counter‐revolutionary pressures of tourism in Cuba 示范效应还是相对剥夺?古巴旅游业的反革命压力

Progress in Tourism and Hospitality Research

Pub Date : 1997-12-01 DOI: 10.1002/(SICI)1099-1603(199712)3:4<307::AID-PTH93>3.0.CO;2-5

A. Seaton

Much has been written on how formal political systems affect tourism but little on how tourism impacts upon political culture. This paper reclaims relative deprivation theory from the field of general political sociology as an analytical framework for understanding the impact of tourism on political socialisation in host countries. The paper argues that relative deprivation theory, long established in political sociology, but never utilised in tourism-impact anlaysis, provides valuable insight into understanding the socio-cultural effects of tourism on host societies, particularly those relating to political acculturation, offering significant improvements on “demonstration effect” analysis. Relative deprivation theory can be systematically developed to specify testable hypotheses on the differential effects of tourism upon the political culture within different kinds of societies. Data from Cuba is used to support the theoretical discussion which suggests an intractable paradox – that governments in poor socialist countries which most need tourism to achieve economic growth, may be those most likely to be subverted by it politically. © 1997 John Wiley & Sons, Ltd.

关于正式政治制度如何影响旅游业的文章很多，但关于旅游业如何影响政治文化的文章却很少。本文利用一般政治社会学领域的相对剥夺理论作为理解旅游对东道国政治社会化影响的分析框架。本文认为，相对剥夺理论在政治社会学中建立已久，但从未用于旅游影响分析，它为理解旅游业对东道国社会的社会文化影响，特别是与政治文化适应有关的社会文化影响提供了有价值的见解，为“示范效应”分析提供了重大改进。相对剥夺理论可以系统地发展，以具体说明在不同类型的社会中旅游对政治文化的不同影响的可检验的假设。来自古巴的数据被用来支持理论讨论，该讨论提出了一个棘手的悖论——贫穷的社会主义国家的政府最需要旅游业来实现经济增长，但却最有可能在政治上被旅游业颠覆。©1997 John Wiley & Sons, Ltd

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引用次数: 19

Conference report: Australian ecotourism 会议报告:澳大利亚生态旅游

Progress in Tourism and Hospitality Research

Pub Date : 1997-09-01 DOI: 10.1002/(SICI)1099-1603(199709)3:3<273::AID-PTH99>3.0.CO;2-5

R. Dowling

引用次数: 3

Hard‐skills, soft‐skills: undervaluing hospitality’s ‘service with a smile’ 硬技能，软技能:低估了酒店的“微笑服务”

Progress in Tourism and Hospitality Research

Pub Date : 1997-09-01 DOI: 10.1002/(SICI)1099-1603(199709)3:3<239::AID-PTH80>3.0.CO;2-2

P. Burns

Hospitality gains profitable value-added from the highly developed social skills of its so-called ‘unskilled’ labour force. Applying terms such as ‘skilled’ and ‘unskilled’ to a post-industrial workforce, especially in services, is not only anachronistic but, in the case of front-line hospitality workers, creates something of a myth that serves to undermine their contribution to bottom line results. This paper examines two key human resource areas. The first concerns categorising workers as either ‘skilled’ and ‘unskilled’, floating a postmodernist idea that perhaps this is something of a social construct, being rooted both in ‘modern’ manpower planning for heavy industries and in the former power of trade unions to control entry into the workplace through lengthy apprenticeships. The second area reviews the quantitative approach to manpower planning. The contextual frame is characterised by a two-sided cross-cultural theme; first, that the male-dominated culture of Fordism and ‘scientific management’ socially constructs skill definitions so as to allow management more control over the workforce. Second, that there is evidence of a culture clash when ideas based on this (i.e. essentially Western industrial culture) are superimposed on Third World countries through the manpower planning component of aid-assisted tourism master plan programmes. © 1997 John Wiley & Sons, Ltd.

酒店业从其所谓的“非熟练”劳动力的高度发达的社交技能中获得有利可图的增值。将“熟练”和“不熟练”等术语用于后工业劳动力，特别是服务业，不仅是不合时宜的，而且对于一线酒店员工来说，这创造了一种神话，有助于削弱他们对底线结果的贡献。本文考察了两个关键的人力资源领域。第一个是将工人分为“熟练工人”和“非熟练工人”，这是一种后现代主义的观点，认为这可能是一种社会结构，根植于重工业的“现代”人力规划，以及工会通过长期学徒制控制进入工作场所的权力。第二个领域审查人力规划的定量方法。语境框架具有双向跨文化主题的特点;首先，福特主义和“科学管理”的男性主导文化在社会上构建了技能定义，从而允许管理层对劳动力有更多的控制。第二，有证据表明，当基于这种思想(即基本上是西方工业文化)的思想通过援助援助旅游业总体规划方案的人力规划部分叠加到第三世界国家时，就会出现文化冲突。©1997 John Wiley & Sons, Ltd

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引用次数: 85

Tourism education and training in the Caribbean: preparing for the 21st century. 加勒比地区的旅游教育和培训:为21世纪做准备。

Progress in Tourism and Hospitality Research

Pub Date : 1997-09-01 DOI: 10.1002/(SICI)1099-1603(199709)3:3<189::AID-PTH84>3.0.CO;2-D

K. R. Charles

This paper reviews the current state of tourism and hospitality education and training in the Caribbean. Tourism education and training are examined at the public school, post-secondary and tertiary levels. The importance of human resource development to the economic viability of Caribbean tourism and the Caribbean as a whole is highlighted, as is the need to adopt a strategic approach to tourism education and training on the part of both educators and policy makers. It is also suggested that the Caribbean must prepare for tourism in the 21st century through proper selection of people for the industry and through quality educational and training opportunities. © 1997 John Wiley & Sons, Ltd.

引用次数: 29

Conference report: The Future for Heritage Tourism 会议报告:遗产旅游的未来

Progress in Tourism and Hospitality Research

Pub Date : 1997-09-01 DOI: 10.1002/(SICI)1099-1603(199709)3:3<271::AID-PTH89>3.0.CO;2-8

I. Frochot, Alison J Beeho

引用次数: 1

Student perceptions of the cooperative education work environment in service industries 学生对服务行业合作教育工作环境的看法

Progress in Tourism and Hospitality Research

Pub Date : 1997-09-01 DOI: 10.1002/(SICI)1099-1603(199709)3:3<249::AID-PTH97>3.0.CO;2-E

Robert Z. Waryszak

Students studying Catering and Hotel Management, Travel and Tourism Management, Accountancy, Banking and Finance, Information Technology, Retail Management, and International Trade for the Bachelor of Business Degrees in the Faculty of Business at Victoria University of Technology and being eligible for cooperative education placements in 1993–1994, completed the Work Environment Scale (WES) [Moos, R. H. (1987) The Social Climate Scales: A User's Guide]. In all, 209 students responded to a mail questionnaire before, during and after their cooperative education placements. Overall, the students had moderate to high perceptions of their organisations' work environment. Specifically, all students perceived other employees to be friendly and supportive of one another, to be concerned about and committed to their job; emphasising good planning, efficiency, and getting the job done; and perceived their physical surroundings to contribute to a pleasant work environment. Conversely, the students perceived their supervisors to use rules and pressures to keep employees under control and to be less supportive. They also perceived their jobs to be low on variety, change and new approaches, and having less clarity as to daily routine and how explicitly rules and policies are communicated. It is suggested, however, that the above findings be verified by replication with varied populations and institutions. © 1997 John Wiley & Sons, Ltd.

在维多利亚科技大学商学院攻读商业学士学位的学生，主修餐饮与酒店管理、旅游与旅游管理、会计学、银行与金融、信息技术、零售管理和国际贸易，并有资格在1993-1994年参加合作教育实习，完成了工作环境量表(WES) [Moos, r.h.(1987)社会气候量表:用户指南]。总共有209名学生在合作教育实习之前、期间和之后回答了一份邮件调查问卷。总体而言，学生们对所在机构的工作环境有中等到较高的评价。具体而言，所有学生都认为其他员工友好、相互支持，关心并致力于他们的工作;强调良好的计划、效率和完成工作;并认为他们的物理环境有助于营造一个愉快的工作环境。相反，学生们认为他们的主管使用规则和压力来控制员工，并且不太支持他们。他们还认为自己的工作缺乏多样性、变化和新方法，对日常工作以及如何明确地传达规则和政策不太清楚。然而，建议通过在不同的人群和机构中进行复制来验证上述发现。©1997 John Wiley & Sons, Ltd

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引用次数: 22

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