A Study of Satisfaction Level of Hong Kong Tourists with Hot Springs Hotels and Resorts in Guangdong, China

The research reported here aimed at examining Hong Kong tourists’ level of satisfaction with hot springs hotels and resorts in Guangdong, China. Primary data were collected and service quality and tourist satisfaction levels were measured using the SERVQUAL model. The empirical findings indicate that most tourists are satisfied with the service quality of these hotels and resorts. Among the different dimensions of service quality, empathy receives the highest score. Overall satisfaction receives a score only slightly better than average. The results also reveal significant relationships among customer satisfaction level, loyalty, and recommendation.

The pastrycook & confectioner's guide : for hotels, restaurants, and the trade in general adapted also for family use : including a large variety of modern recipes for bread, cakes, fancy biscuits, ice creams and water ices, jellies, pies, puddings and custards, joints, meat pies and dishes, poultry and game, ornamental sugar work & butter-work etc. : with useful hints and instructions /

"To build an ice-house": p. [57]-58.

Hotel & motel red book.

Mode of access: Internet.

Food Services Styles in Chinese Hotels: Traditions and Tourism Pressures Merge

Tourist often want to experience their hosts' culture including cuisines. Their reactions can be negatively influenced by vastly different customs which confront them. What can be done, for example, when traditional food serving styles violate the tourist's sanitation standards? The authors discuss a Chinese case study-- and tell what hoteliers in China gace done to make good serving more desirable, with minimal compromise to culinary traditions.

Memorandum of Understanding Tompkins Cortland Community College-Universidad de Cuenca-Disney Theme Parks and Resorts College Program. International Educational Exchange Agreement.

English

1987 census of service industries.

"Issued April-November 1990."

1992 census of service industries.

"Issued February 1995."

1982 census of service industries.

"SC82-I-1-[SC82-I-5]."

Room for improvement : hotel giant resorts to Six Sigma to improve operations

Six Sigma provides a framework for quality improvement and business excellence. Introduced in the 1980s in manufacturing, the concept of Six Sigma has gained popularity in service organizations. After initial success in healthcare and banking, Six Sigma has gradually gained traction in other types of service industries, including hotels and lodging. Starwood Hotels and Resorts was the first hospitality giant to embrace Six Sigma. In 2001, Starwood adopted the method to develop innovative, customer-focused solutions and to transfer these solutions throughout the global organization. To analyze Starwood's use of Six Sigma, the authors collected data from articles, interviews, presentations and speeches published in magazines, newspapers and Web sites. This provided details to corroborate information, and they also made inferences from these sources. Financial metrics can explain the success of Six Sigma in any organization. There was no shortage of examples of Starwood's success resulting from Six Sigma project metrics uncovered during the research.

Complaining in cyberspace : the motives and forms of hotel guests’ complaints online

Traditionally, consumers who have been dissatisfied with service have typically complained to the frontline personnel or to a manager in either a direct (face-to-face, over the phone) manner, indirect by writing, or done nothing but told friends and family of the incident. More recently, the Internet has provided various “new” ways to air a grievance, especially when little might have been done at the point of service failure. With the opportunity to now spread word-of-mouth globally, consumers have the potential to impact the standing of a brand or a firm's reputation. The hotel industry is particularly vulnerable, as an increasing number of bookings are undertaken via the Internet and the decision process is likely to be influenced by what other previous guests might post on many booking-linked sites. We conducted a qualitative study of a key travel site to ascertain the forms and motives of complaints made online about hotels and resorts. 200 web-based consumer complaints were analyzed using NVivo 8 software. Findings revealed that consumers report a wide range of service failures on the Internet. They tell a highly descriptive, persuasive, and credible story, often motivated by altruism or, at the other end of the continuum, by revenge. These stories have the power to influence potential guests to book or not book accommodation at the affected properties. Implications for managers of hotels and resorts are discussed.

How your shopping choices will help Coles and Woolworths take on the banks

The days when Coles and Woolworths only sold groceries are long gone. Both are now established players in a broad range of consumer markets, with interests in liquor and hotels, fuel and convenience, general merchandise and mobile phones. With a network of over 1,600 supermarkets, 1,100 service stations, 2,200 liquor stores and nearly 400 hotels, the supermarket duo are now getting ready for a war with Australia’s big four banks.

Framework for the characterization of hotel websites

Nowadays the importance of websites to the tourism and hospitality industries is fundamental. Hotels, for instance, spend a huge amount of money improving their websites to show all the activities and amenities that they can provide. There are studies to evaluate website performance based on functionality, usability and other factors; nevertheless, they are not exhaustive. This paper presents a framework for the characterization of hotel and resort websites, that was applied as a case study to the websites of 5-star hotels and resorts that operate in the tourism region of the Algarve, Portugal. This framework allows us to identify a set of features for the hotel and resort websites characterization. From these features, we propose a set of comprehensive indicators, grouping them into ten fundamental information dimensions, as well as the application of these indicators and information dimensions, which allows obtaining quantitative and qualitative results.

The Impacts of Variety on the Costs and Profits of a Hotel Chain’s Properties

In the hotel industry, undistributed operating expenses represent a significant portion of the operating costs for a hotel. Exactly how most of these expenses arise is not well understood. Using data from more than 40 hotels operated by a major chain, the authors examine the links between the variety of a hotel’s products and customers and its undistributed operating expenses and revenues. Their findings show that undistributed operating expenses are related to the extent of the property’s business and product-services mix. The results suggest that although increasing a property's product-service mix results in higher undistributed operating expenses, the incremental costs are compensated for by higher revenues. However, increasing business mix while increasing undistributed operating expenses does not result in higher revenues.

Measuring Shared Value: How to Unlock Value by Linking Social and Business Results

Competitividad y valor compartido