Modelling Customer Delight in Hotel Industry

2019 ◽  
Vol 20 (2) ◽  
pp. 405-419 ◽  
Author(s):  
Sinmoy Goswami ◽  
Mrinmoy K. Sarma
Keyword(s):  
Discriminant Analysis ◽  
Hotel Industry ◽  
Competitive Environment ◽  
Basic Tool ◽  
Business Environments ◽  
Customer Delight ◽  
Positive Feelings ◽  
The Relationship ◽  
Model Sequencing

It is not an exaggeration that the present-day competitive environment calls for continuous and consistent delivery of customer delight in any sector of the business. The studies conducted by separate researchers across different settings suggest the existence of a common model sequencing the events that lead to customer delight. This study attempts to empirically establish the model after conceptualizing it. Discriminant analysis is used as a basic tool to establish the relationship between different events using the data generated from a sample of repeat hotels guests. The results show that surpassing of expectations of the hotel guests affect their perception on pleasant surprises, which in turn affect their consequent happiness. Such happiness along with their perceived excitement and perceived positive feelings create a delighting experience for them. It is hoped that the findings shall encourage other researchers to test this model in different business environments.

scholarly journals THE IMPACT OF COMPETITIVE INTELLIGENCE ACQUISITION AND UTILIZATION ON HOTELS' PERFORMANCE: EVIDENCE FROM MALAYSIA

2021 ◽  
Vol 6 (26) ◽  
pp. 01-26
Author(s):  
Akram Mufareh Alshammakh ◽  
Adi Anuar Azmin
Keyword(s):  
Structural Equation ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Competitive Intelligence ◽  
Trade Associations ◽  
Marketing Managers ◽  
Business Environments ◽  
Emerging Trends ◽  
The Impact ◽  
The Relationship

Acquisition and frequency utilisation of Competitive Intelligence (CI) are critical strategic activities designed to assist firms in evaluating emerging trends in their business environments, major and potential threats, capabilities, and competitions for businesses today, particularly in the tourism and hotel sectors. However, there is still ambiguity about the impact of competitive-intelligence acquisition (CIA) and utilisation (CIU) on firms' performance, particularly for the hotel industry in a developing country such as Malaysia. Thus, the purposes of this research are to define the nature of CI practice in Malaysian hotels, and to illustrate the relative importance of various CIA types and sources to marketing managers in Malaysian hotels, moreover, to investigate the impact of CIA and CIU on the financial and non-financial performance of Malaysian hotels. A quantitative research design was adopted in this study. To obtain the necessary data for analysing the hypothesised model of the study, 505 questionnaires were issued to marketing managers in member hotels of the Malaysian Association of Hotels (MAH), and a total of 184 analyzable questionnaires were gathered, with a response rate of 34.44%. The research data were analysed using partial least squares structural equation modelling and statistical package for social sciences "SPSS". Despite that half of the responding hotels practiced CI informally, and many of these hotels began practicing CI five years ago, the study found that hotel marketing managers have high and medium interest levels for most types and sources of CI in Malaysia, these five CIA's types were the most important: (1) competitors, (2) customers, (3) human resources, (4) socio-cultural, and (5) Global. As well, these five CIA's sources were the most important: the internet and extranets, (2) customers, (3) electronic information services/intranets, (4) business associates, and (5) newspapers and periodicals, and industry trade associations. Furthermore, the results indicate that CIA and CIU had a positive and significant impact on hotels' performance, but CIU has the most effect. These findings enrich those in positions of power like owners, managers, and practitioners, as well as academicians, with greater knowledge of the relationship and influence of CIA and CIU on firms' performance, particularly for hospitality and tourism firms.

Strategy and structure of the hotel industry in Malaysia

2007 ◽  
Vol 4 (1) ◽  
pp. 97
Author(s):  
Salleh Mohd Radzi ◽  
Mohamed Amran ◽  
Abdul Razak Aziz ◽  
Azlan Supardi
Keyword(s):  
Structural Equation Modeling ◽  
Analysis Of Variance ◽  
Structural Equation ◽  
Hotel Industry ◽  
Strategic Orientation ◽  
Equation Modeling ◽  
Major Purpose ◽  
Strategy And Structure ◽  
Relationship Of ◽  
The Relationship

The major purpose ofthis study was to examine the relationship of strategy and structure. Porter s(/980) strategic typology was utilized to classify hotel firms by strategic orientation; and, an analysis of variance was performed to determine the differences in their performance. Structural Equation Modeling was used to confirm the factors underlying the strategy and structure constructs.

Moderating Effect of Access to Finance and Competitive Environment on Human Capital, Knowledge Management, Market Orientation and SMES Performance

2020 ◽  
Vol 11 (1) ◽  
pp. 105-105
Author(s):  
Mohd Noor Mohd Shariff ◽  
Khansa Masood ◽  
Halim Mad Lazim
Keyword(s):  
Human Capital ◽  
Knowledge Management ◽  
Firm Performance ◽  
Market Orientation ◽  
Competitive Environment ◽  
Leather Industry ◽  
Access To Finance ◽  
Economic Development And Growth ◽  
Dependent Variables ◽  
The Relationship

Small and medium enterprises (SMEs) are considered as foundation stones of economic development and growth of any economy (Centobelli, Cerchione, & Esposito, 2019). Performance of SMEs is of fundamental significance for all developed as well as developing nations. Similarly, Pakistan is no exception to aforementioned fact. The economic development and growth of Pakistan depend on the performance of SMEs to a great extent. Like, most countries in the world, SMEs comprise more than 90% of total business entities in Pakistan (Degong et al., 2018; Waqas & Nawaz, 2019) and leather industry in one that is attracted by the researchers of present study. Constraints in the growth of leather industry of Pakistan include, lack of skilled human capital, rising cost of production, lack of modern-day knowledge about new products and processes, low profitability and lack of capability to penetrate into international markets, lack of market research, access to finance, intensive competitive rivalry (Khalique et al., 2011; Daily Times, 2016, Awan et al., 2019). Few studies have revealed mixed findings regarding the relationship between knowledge management and firm performance and there is abundance of literature that demonstrates the presence of significant and positive relationship between Market Orientation and Firm performance (Slater & Narver , 1995; Baker & Sinkula, 2009; Udriyah, Tham, & Azam, 2019). On the other hand, some studies have argued that there is no direct and significant relationship between Market Orientation and Firm Performance (Polat & Mutlu, 2012; Shehu & Mahmood, 2014). Moreover, keeping in view the mixed and inconclusive findings regarding the relationship between cause and effect variables, it is appropriate to introduce moderating variables that can significantly influence the relationship between independent and dependent variables as recommended by Baron and Kenny (1986). Access to Finance and Competitive Environment can be served as prospective moderators which are quite appropriately related to proposed variables of the study (Prajogo & Oke, 2016; Rogo et al., 2016; Jaworski & Kohli, 1993) which are quite appropriately related to selected variables of the study. Thus, the research problem expressed that "Access to finance and competitive environment can potentially moderates and affect the relationship between independent and dependent variables. Hence, based on the past literature and aforementioned discussion, the present study intended to examine the moderating effects of Access to Finance and Competitive Environment on the Relationship between Human Capital, Knowledge Management, Market Orientation and SMEs Performance in Leather Industry of Pakistan". Keywords: Small medium enterprise, performance, access to finance, competitive environment

The Impact of Bar Service Operation Practices on Organizational Performance in Indian Hotel Industry

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Mohinder C. Dhiman ◽  
Abhishek Ghai
Keyword(s):  
Organizational Performance ◽  
Hotel Industry ◽  
Demographic Variables ◽  
Study Results ◽  
Service Operation ◽  
Managerial Implications ◽  
Overall Performance ◽  
The Impact ◽  
The Relationship ◽  
Bivariate Test

The paper has a two fold purpose - examine the impact of bar service operation practices (BSOP) on organizational performance (OP) and study the relationship between organizational performance and demographic variables. Based on a survey of 362 bar managers perceptions on the impact of bar service operation practices on organizational performance were assessed by 59 practices and 6 demographic variables. Bivariate test and ANOVA were employed to test the working hypothesis in the study. Results indicated that there is a positive relationship between the bar service operation practices and organizational performance. Further, the results indicate some practical and managerial implications to improve organizational overall performance.

Comparison of Endoscopic Retrograde Pancreatography with Functional and Histologic Changes in Chronic Pancreatitis

1987 ◽  
Vol 28 (3) ◽  
pp. 289-293 ◽  
Author(s):  
H. A. Heij ◽  
H. Obertop ◽  
M. van Blankenstein ◽  
G. A. J. J. Nix ◽  
D. L. Westbroek
Keyword(s):  
Chronic Pancreatitis ◽  
Discriminant Analysis ◽  
Test Data ◽  
Pancreatic Surgery ◽  
Pancreatic Disease ◽  
Pancreatic Tissue ◽  
Endoscopic Retrograde Pancreatography ◽  
Endoscopic Retrograde ◽  
The Relationship ◽  
Histologic Changes

The findings from endoscopic retrograde pancreatography (ERP) and secretin-CCK test data were compared in 69 patients: 36 with chronic pancreatitis, 9 with possible chronic pancreatitis, and 24 without chronic pancreatic disease. The ERP findings were also compared with the histologic changes in pancreatic tissue in 18 patients who underwent pancreatic surgery for chronic pancreatitis. ERP films were reviewed according to the criteria proposed by Kasugai et coll. (8) with special attention paid to the side branches. Secretin-CCK test data were interpreted using the discriminant analysis. A good correlation between bicarbonate and chymotrypsin output and ductular changes at ERP was found. The results of ERP and the secretin-CCK test were compatible in 86 per cent of the patients. The relationship between ERP findings and histologic changes was not straightforward. It was concluded that ERP and the secretin-CCK test are complementary in the diagnosis of chronic pancreatitis. ERP does not necessarily represent the histology in chronic pancreatitis.

scholarly journals The Relationship among Emotional Leadership, Job Satisfaction and Organizational Commitment: Taking China’s Hotel Industry as an Example

2020 ◽  
Vol 218 ◽  
pp. 04014
Author(s):  
Yixing Jin ◽  
Peiying Wu ◽  
Cheng Lin ◽  
Yingda Wang
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Hotel Industry ◽  
Mediating Role ◽  
Positive Effects ◽  
Emotional Leadership ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

This study investigated the impact of emotional leadership of leaders on organizational commitment of hotel employees, as well as the mediating role of job satisfaction. The results indicate that: (1) Emotional leadership and job satisfaction have positive effects on organizational commitment. (2) Emotional leadership has a positive effect on job satisfaction. (3) Job satisfaction plays a mediating role between emotional leadership and organizational commitment.

scholarly journals THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND INTERNAL SERVICE QUALITY FROM AN INTERNAL MARKETING PERSPECTIVE AND AN APPLICATION IN THE BANKING SECTOR

2016 ◽  
Vol 4 (2) ◽  
pp. 159-178
Author(s):  
Özlen Onurlu ◽  
Suna Karataş
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Employee Satisfaction ◽  
Banking Sector ◽  
Internal Marketing ◽  
Competitive Environment ◽  
Long Run ◽  
Marketing Activities ◽  
The Relationship

In a highly competitive environment, the meeting of customer demands and expectations in an effective way is highly crucial for companies that want to have a competitive advantage and to keep on existing in the long run. The main objective of companies is making profit in a sustainable way and this is possible by assuring customer satisfaction. The quality of the services that companies offer their customers is closely related with the performance of the employees. This has made it necessary that marketing activities for employee satisfaction be developed prior to customer satisfaction. Feeling more motivated, workers start working more eagerly as a result of these marketing activities which are called internal marketing. So, companies make their profitability sustainable by means of keeping their customers satisfied and loyal. The aim of this paper is to investigate the relationship between internal marketing activities applied to employees and employee motivations.

scholarly journals Physical self-concept of normal-weight and overweight adolescents: Gender specificities

2011 ◽  
Vol 43 (2) ◽  
pp. 347-365 ◽  
Author(s):  
Dusanka Lazarevic ◽  
Snezana Radisavljevic-Janic ◽  
Ivana Milanovic ◽  
Ljiljana Lazarevic
Keyword(s):  
Discriminant Analysis ◽  
Body Mass ◽  
Body Fat ◽  
Self Esteem ◽  
Normal Weight ◽  
Self Concept ◽  
Primary School Students ◽  
School Students ◽  
Overweight Adolescents ◽  
The Relationship

Previous researchers have described the relation between physical self-concept and body mass in adolescents, but those relationships have not been clearly specified by gender. The purpose of this study is to explore physical self-concepts of normal-weight and over-weight Serbian adolescents with respect to gender. The sample consisted of 417 primary school students (229 boys and 188 girls) with the average age 13.6 (SD=0.73) years who were divided into normal-weight and overweight groups according to body mass index. To assess the multidimensional physical self-concept, Physical Self-Description Questionnaire (PSDQ) was administered. Results showed that overweight adolescents had significantly lower scores than normal-weight on all PSDQ scales except Health and Strength. Differences were greater among girls than boys. Discriminant analysis showed that the scales Body Fat, Endurance and Sports Competence best differentiated normal-weight boys from other students. Also, discriminant analysis showed that, besides the scale Body Fat, scales Flexibility, Self-Esteem, and Coordination best differentiated normal-weight girls from other students. Results indicate that for better understanding of the relationship between adolescent?s physical self-concept and body mass one must take gender into account. Results are potentially valuable for preventing overweight through physical education.

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