Document Information: Title: Author(s): Benchmarking measures of customer satisfaction, quality and performance for new financial service

products Scott Edgett, (Associate Professor at the School of Business, McMaster University, Hamilton, Ontario, Canada), Kim Snow, (Associate Professor of Administrative Studies, Atkinson College, York University, Ontario, Canada) Scott Edgett, Kim Snow, (1997) "Benchmarking measures of customer satisfaction, quality and performance for new financial service products", Journal of Product & Brand Management, Vol. 6 Iss: 4, pp.250 - 259 Benchmarking, Customer satisfaction, Financial institutions, New product development, Performance measurement, Service quality Research paper 10.1108/10610429710186770 (Permanent MCB UP Ltd Addresses the issue of measuring the success of new products in a service environment by examining a number of measures under the three broad categories of customer satisfaction, quality and performance. Reports on the perceived effectiveness of different measurement approaches by benchmarking techniques currently in use in the financial services industry, by determining how informative management finds them, by isolating measurement approaches which are the most useful, and by identifying measurement approaches which are still needed. Confirms that service companies continue to employ many traditional success/failure measures, but that these are gradually being supplemented with new tools as executives begin to realize that strict profitability criteria are no longer enough to gauge the real success of service offerings.

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URL)

Document Information:

Title:

Tea and hospitality: more than a cuppa

Author(s):

Lee Jolliffe, (Faculty of Business, University of New Brunswick, Saint John, Canada)

Citation:

Lee Jolliffe, (2006) "Tea and hospitality: more than a cuppa", International Journal of Contemporary Hospitality Management, Vol. 18 Iss: 2, pp.164 - 168

Keywords:

Canada, Hospitality services, Tea, Tourism

Article type:

Viewpoint

DOI:

10.1108/09596110610646718 (Permanent

URL)

Publisher:

Emerald Group Publishing Limited

Abstract:

Purpose The purpose of this paper is to show how tea relates to hospitality in both the home and commercial contexts. Tea, when taken out of the home situation, represents a service product with a resultant revenue stream that has the potential to be more than a cuppa. Design/methodology/approach This viewpoint reviews related literature and

management strategies. Findings Identifies from a practitioner viewpoint the possibilities for using tea to increase profits within the hospitality business. Practical implications Argues that tea drinking is pivotal to a wide array of hospitality events and that its potential to generate revenue is often underestimated. Originality/value An original look at a very old service.

Customer satisfaction and its measurement in hospitality enterprises

Document Information: Title: Customer satisfaction and its measurement in hospitality enterprises Abraham Pizam, (Department of Hospitality Management, University of Central Florida, Orlando, Florida, USA), Taylor Ellis, (Department of Hospitality Management, University of Central Florida, Orlando, Florida, USA) Abraham Pizam, Taylor Ellis, (1999) "Customer satisfaction and its measurement in hospitality enterprises", International Journal of Contemporary Hospitality Management, Vol. 11 Iss: 7, pp.326 - 339 Customer satisfaction, Hospitality industry., Service quality

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Article type: Conceptual Paper DOI: Publisher: Abstract: 10.1108/09596119910293231 (Permanent URL) MCB UP Ltd Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. Following a discussion on the dimensions and attributes of

satisfaction, lists the main methods of measuring satisfaction and concludes with a review of global and cross-cultural issues that affect satisfaction.

Customer satisfaction and its measurement in hospitality enterprises

Document Information: Title: Customer satisfaction and its measurement in hospitality enterprises Abraham Pizam, (Department of Hospitality Management, University of Central Florida, Orlando, Florida, USA), Taylor Ellis, (Department of Hospitality Management, University of Central Florida, Orlando, Florida, USA) Abraham Pizam, Taylor Ellis, (1999) "Customer satisfaction and its measurement in hospitality enterprises", International Journal of Contemporary Hospitality Management, Vol. 11 Iss: 7, pp.326 - 339 Customer satisfaction, Hospitality industry., Service quality

Author(s):

Citation:

Keywords:

Article type: Conceptual Paper DOI: Publisher: Abstract: 10.1108/09596119910293231 (Permanent URL) MCB UP Ltd Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. Following a discussion on the dimensions and attributes of satisfaction, lists the main methods of measuring satisfaction and concludes with a review of global and cross-cultural

issues that affect satisfaction.

Tourism and hospitality marketing: fantasy, feeling and fun

Document Information: Title: Author(s): Tourism and hospitality marketing: fantasy, feeling and fun Alistair Williams, (School of Marketing and Sales, Group Ecole Suprieure de Commerce de Rennes, International Business School, Rennes, France) Alistair Williams, (2006) "Tourism and hospitality marketing: fantasy, feeling and fun", International Journal of Contemporary Hospitality Management, Vol. 18 Iss: 6, pp.482 - 495 Brands, Consumer behaviour, Hospitality management, Marketing,Postmodernism, Tourism

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Article type: Conceptual paper DOI: Publisher: Abstract: 10.1108/09596110610681520 (Permanent URL) Emerald Group Publishing Limited

Purpose Experiential marketing is arguably marketing's most contemporary orientation, but as with many marketing innovations it has been largely overlooked by those involved in tourism and hospitality marketing and promotion. Whilst in many industries companies have moved away from traditional features and benefits approaches, to putting experiential marketing centrestage, marketing in the tourism and hospitality sectors does not appear to have explicitly engaged the theoretical issues involved. This raises the question what, if anything, does experiential marketing have to offer marketers in the disciplines of tourism and hospitality? In this paper, I will seek to introduce the experiential marketing debate and demonstrate how the questions

raised by the concept are critical to an understanding of marketing theory and research within the tourism and hospitality sectors. Design/methodology/approach Following the authors previous publications which sought to investigate alternative paradigms for studying hospitality consumers, this research attempts to consider the practical applications of one such model. Findings The tourism and hospitality sectors cannot be seen to be immune to fundamental changes in the orientation of marketing. Innovative experience design will become an increasingly important component of tourism and hospitality firms core capabilities. Those who go beyond service excellence, and market experientially will lead the creation of value in the sector. Originality/value Provides a framework as to how organisations might usefully implement an experiential marketing strategy.

Exploring the UK hospitality industry and age discrimination

Document Information: Title: Author(s): Exploring the UK hospitality industry and age discrimination Emma Martin, (Centre for International Hospitality Management Research, Sheffield Hallam University, Sheffield, UK), Katherine Gardiner, (Centre for International Hospitality Management Research, Sheffield Hallam University, Sheffield, UK) Emma Martin, Katherine Gardiner, (2007) "Exploring the UK hospitality industry and age discrimination", International Journal of Contemporary Hospitality Management, Vol. 19 Iss: 4, pp.309 - 318 Age discrimination, Employment legislation, Hospitality services, United Kingdom

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Article type: Research paper DOI: Publisher: Abstract: 10.1108/09596110710747643 (Permanent URL) Emerald Group Publishing Limited

Purpose The purpose of this paper is to investigate the steps the hospitality sector is taking to ensure compliance with the age discrimination legislation introduced in October 2006. Design/methodology/approach A survey of the five sub sectors of the hospitality industry, hotels, restaurants, pubs and clubs, contract catering and hospitality services, was conducted during April 2006. Findings It was found that ageism was considered a problem by respondents from hospitality services, largely public sector organisations, and the greatest impact from the legislation was considered to be within these firms. Overall, 45 per cent of respondents reported knowing little or nothing about the incoming legislation and the overwhelming majority felt they did not know enough. Research limitations/implications Out of the postal survey of 950 organisations there were 112 respondents, representing a response rate of just below 12 per cent. Perhaps the most prominent issue with surveys of this type are the concerns of employers about compliance and being caught out or, in this case, it may highlight a greater level of apathy or lack of awareness than the following results show. Practical implications The findings show the need to target the message about the age discrimination legislation particularly to the pub, club and hotel sector. Originality/value The paper highlights the desire for knowledge about the legislation across the sector and the lack of awareness of sources of information.

Information technology in peripheral small and medium hospitality enterprises: strategic analysis and critical factors

Document Information: Title: Information technology in peripheral small and medium hospitality enterprises: strategic analysis and critical factors Dimitrios Buhalis, (Senior Lecturer in Tourism, University of Westminster, London, UK), Hilary Main, (Senior Lecturer in Information Technology, Swansea Business School, Swansea, UK) Dimitrios Buhalis, Hilary Main, (1998) "Information technology in peripheral small and medium hospitality enterprises: strategic analysis and critical factors", International Journal of Contemporary Hospitality Management, Vol. 10 Iss: 5, pp.198 - 202 France, Greece, Hotels, Information technology, Travel, Wales

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Article type: Research paper DOI: Publisher: Abstract: 10.1108/09596119810227811 (Permanent URL) MCB UP Ltd Small and medium hospitality organisations (SMHOs) are increasingly recognized as pivotal in the ability of destinations to benefit from tourism as well as to satisfy tourism demand. However, it is recognized that they are often marginalized from the mainstream tourism industry, owing to their inability and reluctance to utilize information technologies (ITs). This paper is based on research undertaken in peripheral SMHOs, located in rural Wales destinations, Alpine French resorts and the Greek Aegean Islands. It explores the factors determining the adaptation of ITs by examining the stakeholders of small hospitality organizations, as well as the push and pull factors they exercise. It also illustrates a number of catalysts for ITs penetration and future trends in the hospitality industry, e.g. disintermediation and mass customization. Argues that SMHOs which fail to adapt and utilize ITs will suffer

competitive disadvantages and jeopardize the prosperity of destinations.

Evaluating stability of the performance-satisfaction relationship across selected lodging market segments
Document Information: Title: Evaluating stability of the performance-satisfaction relationship across selected lodging market segments Haemoon Oh, (Department of Hospitality and Tourism Management, Isenberg School of Management, University of Massachusetts Amherst, Amherst, Massachusetts, USA), Miyoung Jeong, (Department of Hospitality and Tourism Management, Isenberg School of Management, University of Massachusetts Amherst, Amherst, Massachusetts, USA) Haemoon Oh, Miyoung Jeong, (2010) "Evaluating stability of the performance-satisfaction relationship across selected lodging market segments", International Journal of Contemporary Hospitality Management, Vol. 22 Iss: 7, pp.953 - 974 Business performance, Customer satisfaction, Hotels, Market segmentation

Author(s):

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Article type: Research paper DOI: Publisher: Abstract: 10.1108/09596111011066626 (Permanent URL) Emerald Group Publishing Limited

Purpose The purpose of this paper is to illustrate new methods of examining structural differences among segmented markets beyond comparing merely univariate variable mean scores, so as to help marketers and researchers gain better insights into segment differences

for meaningful strategy development. Design/methodology/approach A comprehensive dataset covering various lodging market segments was constructed from Tripadvisor.com. The data then were sorted into lodging customer segments by star rating, type of operation, and level of price charged. Structural equation modeling with the -2 log-likelihood difference test was conducted to illustrate how effectively the differences, if any, of market segments could be assessed in contrast to the traditional mean-score comparison approach. Findings Guest satisfaction was influenced by the same performance variable to the same magnitude and direction across different lodging segments examined. Such stability in the amount of influence of performance on guest satisfaction was true even in the fact that the variable mean scores were significantly different across the market segments. Research limitations/implications The traditional approach to examining segment differences via univariate mean scores could be one set of results, while the effectbased difference assessments in this paper resulted in another. Developing marketing strategies based on the effect-based segment differences, as illustrated in this paper, is considered more effective than the traditional mean-based approach. One limitation of this paper could be use of a secondary dataset with limited scope of the model employed for an illustrative purpose. Another limitation is that the sample characteristics are unknown due to the nature of a secondary dataset. The examination of the market segments was also limited to those based on only three popular variables. Originality/value The paper is a fresh attempt to examine market segment differences through the effect of one variable on another. The paper advances the methods of hospitality and tourism research for examining segment differences beyond the traditional univariate mean-based examination approach. The methodological illustration is applicable to a vast majority of different theoretical frameworks known in the hospitality and tourism field. Use of the assessment method illustrated in this paper also requires future market segmentation

studies to rely more on theories than data.

The effects of employee empowerment on employee job satisfaction: A study on hotels in Turkey
Document Information: Title: The effects of employee empowerment on employee job satisfaction: A study on hotels in Turkey Elbeyi Pelit, (School of Tourism and Hotel Management, Afyon Kocatepe University, Afyonkarahisar, Turkey), Yksel ztrk, (Faculty of Tourism, Gazi University, Glbasi-Ankara, Turkey), Yalin Arslantrk, (Faculty of Commerce and Tourism Education, Gazi University, Glbasi-Ankara, Turkey) Elbeyi Pelit, Yksel ztrk, Yalin Arslantrk, (2011) "The effects of employee empowerment on employee job satisfaction: A study on hotels in Turkey", International Journal of Contemporary Hospitality Management, Vol. 23 Iss: 6, pp.784 - 802 Behavioral empowerment, Employee empowerment, Employees attitudes,Hotels, Job satisfaction, Psychological empowerment, Turkey

Author(s):

Citation:

Keywords:

Article type: Research paper DOI: Publisher: Abstract: 10.1108/09596111111153475 (Permanent URL) Emerald Group Publishing Limited

Purpose The main objective of this study is to determine the impact of employee empowerment on job satisfaction. To serve this purpose, empowerment is taken into consideration as two dimensions i.e. behavioral and psychological and the effect of employee empowerment on the level of job satisfaction was examined by taking these two dimensions into consideration as a whole and

separately. Design/methodology/approach A questionnaire was employed in order to collect data on job satisfaction as well as behavioral and psychological empowerment. The data collected were analyzed through correlation and regression analyses. The study covered 1,854 participants employed at five-star hotels in Turkey. Findings The findings suggest that the most positive aspects related to job satisfaction are relations with the colleagues and physical conditions, while the most negative aspect is the wage issue, i.e. unfair payment. Furthermore, correlation and regression analyses indicate that psychological and behavioral empowerment has a significant effect on job satisfaction, and the effect is much greater when psychological and behavioral empowerment are taken as a whole. Research limitations/implications The major limitation of this study is that it covers the employees of five-star hotels only. Another important limitation of the study is the exclusion of variables mentioned in the literature. This apart, it is thought that the study will provide some insights for managers in terms of enhancing job satisfaction and the effect of empowerment on job satisfaction as well as making a contribution to the literature. Originality/value Studies into the relation between employee empowerment and job satisfaction on the whole focus on only one aspect of empowerment, i.e. either behavioral empowerment or psychological empowerment. This study incorporates behavioral and psychological empowerment together as the components of empowerment, unlike previous studies in the literature, in determining their effect on job satisfaction.