Introducing employee social identification to customer satisfaction research: a hotel industry study

The purpose of this paper is to address the concept of linkage research and propose the addition of social identity theory as an important consideration in managing employee-customer interactions and customer satisfaction.

Do the lichens Xanthoparmelia conspersa (Ach.) Hale and Rhizocarpon Ram. Em. Th. Fr. subgenus Rhizocarpon utilise exogenous carbohydrates for radial growth?

To field test the hypothesis that lichen thalli can use environmental sources of carbon, solutions of ribitol, arabitol and mannitol were added to intact thalli of Xanthoparmelia conspersa (Ach.) Hale and a yellow species of Rhizocarpon (Rhizocarpon Ram. Em. Th. Fr. subgenus Rhizocarpon). In addition, ribitol and an arabitol/mannitol mixture were added to the marginal hypothalli of Rhizocarpon thalli after removal of the areolae. Carbohydrates were added at the beginning of 2- or 3-month growth periods for up to 15 months at concentrations approximately three times the levels estimated to be in the thalli. Addition of carbohydrates to intact thalli of both species had no effect on total radial growth but addition of mannitol significantly increased growth of X. conspersa thalli in the September/October growth period in one experiment. However, this effect was not repeated in a subsequent experiment in which different concentrations of mannitol were added to intact thalli. Addition of ribitol to hypothalli of Rhizocarpon resulted in significantly increased growth in the first few months of the experiment, growth then declining to levels below that of untreated thalli. The data suggest that although hypothalli of Rhizocarpon may have the ability to utilise exogenous carbohydrates for growth, there was little evidence that intact thalli of either species utilise environmental sources of carbon in the field.

Occupational stigmatization in the British hotel and catering industry

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The Butler wears Prada. A Hungarian case-study based on the analysis of the uniform and hotel industry from the point of sustainability

What is the connection between the hotel and fashion industry? The authors aim to answer this question approaching from different aspects. It can be stated that both of these industries are harmful for the environment from the point of sustainability. On the other hand there is a common solution from the viewpoint of sustainability: the uniforms and the primary materials, which are used during the production, such as the man-made and natural fibres. In our research the authors introduce the main problems which are related to the fashion industry, especially focusing on producing fibres from the viewpoint of sustainability. We introduce the solution for the fashion industry based on the literature and also present the emerging problems and solutions of the hotel industry based on the best practices. As a part of it, we are introducing the best practices from the hotel industry, where environmentally friendly uniforms are used. Finally, as a primary research part of our paper, we interpret the results of a Hungarian case-study.

A study of the relationship between U.S. hotel companies and travel agency companies: Determinants of the success of the relationship

The primary objectives of this study were to describe the relationship that U.S. hotel companies have with travel agency companies and to identify the determinants of a successful relationship.^ The unit of analysis was hotel companies operating in U.S. One hundred and three hotel companies contributed information for this research. The data were collected through a questionnaire developed from previous empirical studies and from interviews with hospitality management professors and hotel sales and marketing directors.^ Simple and multiple regression analyses indicated that in order to have successful relationships with travel agency companies, hotel companies should (a) show more commitment or dedication to working with the travel agents, (b) have more trust in the travel agents themselves, and (c) be less dependent on any one travel agent for their business.^ Additionally, the results suggest that hotel companies who coordinate activities with travel agents companies and who communicate with them in a timely, accurate, adequate, complete and credible manner have more successful interorganizational relationships than those who do not.^ Furthermore, hotel companies who share proprietary sales and any other information with travel agents reported better relationships. (Abstract shortened by UMI.) ^

Information Technology Trends: Impact on Hotel Corporations

Hospitality organizations are embracing technology in all its aspects to ensure that they can effectively compete in today's market The author cites the results of a survey of corporate executives designed to assess how technology is affecting their organizations.

Strategic Directions of Hotel Industry Expectations

A factor analysis is presented which indicates that among 20 potential strategic issues reated by hotl industry executives three fundamental strategic directions exist. The author summarizes an empiracle study that queried these individuals' beliefs regarding strategic issues they rated at most important.

Japanese, U.S Tourists: Hotel Selections

The author reports the results of an exploratory study concerning the importance placed on attributes of hotel selection by Japanese and American guests and cultural differences between these two groups, which represent the largest market for Korean international tourist hotels. The findings suggest that Hofstede's (1960) four dimensions of cultural values can be used to help marketers better understand their guest's hotel selection criteria.

Measuring Hotel Service Quality: Tools for Gaining the Competitive Edge

As the hotel industry grows more competitive, quality guest service becomes an increasingly important part of managers' responsibility measuring the quality of service delivery is facilitated when managers know what types of assessment methods are available to them. The authors present and discuss the following available measurement techniques and describe the situations where they best meet the needs of hotel managers: management observation, employee feedback programs, comment cards, mailed surveys, personal and telephone interviews, focus groups, and mystery shopping.