Complaint management in hospitality organizations: The role of empowerment and other service recovery attributes impacting loyalty and satisfaction

2016 ◽  
Vol 17 (2) ◽  
pp. 204-216 ◽  
Author(s):  
Godwin-Charles A Ogbeide ◽  
Stefanie Böser ◽  
Robert J Harrinton ◽  
Michael C Ottenbacher
Keyword(s):  
Frontline Employees ◽  
Complaint Management ◽  
Complaint Handling ◽  
Management Procedures ◽  
Hospitality Organizations ◽  
Fair Compensation ◽  
Service Oriented ◽  
Guest Satisfaction ◽  
Intention To Return

The purpose of this study was to analyze the relationship among employee empowerment and other complaint management procedures concerning guest satisfaction, intention to return, and intention to recommend the firm to others. The results indicated the importance of empowering frontline employees to properly accept, process, and react to complaints for an efficient complaint management strategy. In addition, the results showed that the three critical attributes for overall firm satisfaction, customer loyalty, and intention to recommend the firm to others included welcoming and understanding guest complaints, providing fair compensation, and promptness of complaint handling process. This study will enable hospitality and other service-oriented organizations to identify aspects of their operations that require more investment in order to ensure service improvements that would ultimately lead to better performance.

Law Struggles, Lawmaking, and the Politics of Hegemony in Neoliberal India

2017 ◽  
Author(s):  
Kenneth Bo Nielsen ◽  
Alf Gunvald Nilsen
Keyword(s):  
United States ◽  
The United States ◽  
Land Acquisition ◽  
Ethical Perspective ◽  
Judicial Decisions ◽  
Fair Compensation ◽  
The Right ◽  
Neoliberal India ◽  
Land Question

The chapter examines the fairness claim of the Right to Fair Compensation and Transparency in Land Acquisition, Rehabilitation and Resettlement Act (LARR), 2013. The author uses the utilitarian fairness standard proposed by one of the most influential American constitutional scholars of the twentieth and twenty-first centuries, Frank Michelman, whose study of judicial decisions from an ethical perspective by introducing the concept of “demoralization costs” has shaped the interpretational debate on takings law in the United States. Michelman’s analysis is particularly relevant for the land question in India today since there is a widespread feeling that millions of people have been unfairly deprived of their land and livelihoods. The chapter looks at the role of the Indian judiciary in interpreting the land acquisition legislation since landmark judgments affect the morale of society. It concludes that using Michelman’s standard would help in bringing about greater “fairness” than what the new legislation has achieved.

scholarly journals Tourist Experience and Innovative Hospitality Management in Different Cities

2021 ◽  
Vol 13 (12) ◽  
pp. 6578
Author(s):  
Alon Gelbman
Keyword(s):  
Qualitative Methodology ◽  
Participant Observation ◽  
Hospitality Management ◽  
Tourist Experience ◽  
Hospitality Organizations ◽  
Culture Characteristics ◽  
Tourism And Hospitality ◽  
Document Review ◽  
Creativity And Innovation

The complexity of modern tourism and hospitality management because of competition in the destination market, and especially in urban tourism destinations, has created a demand for creativity and innovation. To satisfy heightened tourist expectations for a specialized experience, hospitality organizations emphasize local culture characteristics and the urban community. The purpose of this paper is to examine how an urban hospitality organization emphasizes community and social values in its hostels, and how the tourist experience is adapted to each city’s culture and atmosphere (Nazareth, Jerusalem, and Tel Aviv). The theoretical framework is based on the link connecting urban hospitality with the tourist experience, and how tourism innovation and creativity is managed, during this age of competition and specialization. The qualitative methodology includes participant observation, document review, and in-depth interviews. The findings of this study add a new dimension to the existing knowledge, namely the role of creativity and innovation in helping the management of an urban hospitality organization to shape the tourist experience. The study developed a new unique model for “implementing innovation in urban hospitality management” which describes the framework of connections and interactions between the various sustainable community based and social aspects. The novelty of this research model lies in the emphasis on how management uses innovation and creativity to brand the whole chain so as to realize the vision and values it wishes to promote. This also entails a system of sub-positioning that aligns the vision and values with the distinctive culture of each city and with each local community’s nature and traditions.

Geluidhinder: decibels of onrechtvaardige procedures?

2007 ◽  
Vol 20 (4) ◽  
Author(s):  
Eveline Maris ◽  
Pieter Jan Stallen ◽  
Herman Steensma ◽  
Riël Vermunt
Keyword(s):  
Laboratory Experiments ◽  
Noise Exposure ◽  
Justice Theory ◽  
Psychological Model ◽  
Aviation Noise ◽  
Noise Annoyance ◽  
The Social ◽  
Management Procedures ◽  
Sound Management

Noise Annoyance: Decibels or Unfair Procedures? The contribution of social (in)justice theory to the explanation of noise annoyance Noise Annoyance: Decibels or Unfair Procedures? The contribution of social (in)justice theory to the explanation of noise annoyance E. Maris, P.J.M. Stallen, H. Steensma & R. Vermunt, Gedrag & Organisatie, volume 20, November 2007, nr. 4, pp. 445-460 Noise annoyance is determined by acoustical (e.g., loudness, pitch) and nonacoustical variables (e.g., sensitivity, attitudes towards the source). What is the role of social nonacoustical variables (e.g., the sound management)? Three laboratory experiments (N1 = 90, N2 = 117, N3 = 76 subjects) investigating the effects of fair (i.e., 'voice'), neutral, and 'unfair' (i.e., inconsistent procedure) sound management procedures on annoyance with fifteen minutes of 50 or 70 dB A(Leq.) aircraft sound, are evaluated. Results from each experiment show that systematic differences in procedural fairness yield systematic differences in annoyance. The combined results suggest that: 1) a psychological model of noise annoyance needs to consider the social aspects of noise exposure, 2) the operation of social nonacoustical determinants depends on the perceived harmfulness of the exposure situation, arising either from the situation's acoustics or from its social implications, and 3) aviation noise policies should pay due attention to the fairness of their procedures.

Examining the Role of Technology Leadership on Knowledge Sharing Behaviour

2018 ◽  
Vol 14 (4) ◽  
pp. 13-29 ◽  
Author(s):  
Anugamini Priya Srivastava ◽  
Yatish Joshi
Keyword(s):  
Knowledge Management ◽  
Knowledge Sharing ◽  
Self Efficacy ◽  
Technology Leadership ◽  
Technology Support ◽  
Individual Level ◽  
Mediating Role ◽  
Service Oriented ◽  
It Support

The purpose of this article is to examine the role of technology leadership in knowledge-sharing behaviour through the intervening role of internet self-efficacy and information technology support for knowledge management. The sample for the study was taken from randomly selected hotels operating in different regions of Uttarakhand, India. The findings suggest that the positive relationship between group-level technology leadership and individual level knowledge sharing behaviour. Further, the results indicated that IT support for knowledge management moderates the mediating role of internet self-efficacy such that when IT support for knowledge management is high, the effect of internet self-efficacy on knowledge sharing behaviour improves. The study adds value to knowledge management and leadership literature and provides a way to encourage knowledge sharing behaviour in the service-oriented industry.

Traveler loyalty and its antecedents in the hotel industry

2019 ◽  
Vol 31 (1) ◽  
pp. 474-495 ◽  
Author(s):  
Heesup Han ◽  
Kiattipoom Kiatkawsin ◽  
Wansoo Kim
Keyword(s):  
Structural Equation ◽  
Equation Modeling ◽  
Emotional Experiences ◽  
Continuance Commitment ◽  
Content Type ◽  
Guest Satisfaction ◽  
Loyalty Intentions ◽  
The Impact ◽  
Metric Invariance

PurposeThe purpose of this paper is to examine the intricate associations among the performance of ambient atmospherics, emotional experiences, overall image and guest satisfaction and test the influence of these relationships on loyalty intentions by considering the moderating impact of continuance commitment in the upscale hotel context.Design/methodology/approachA field survey was conducted to collect the data. A quantitative approach was used for data analysis. Structural equation modeling and a test for metric invariance were used to identify the impact of study variables.FindingsThe results of this paper indicated that the hypothesized relationships were in general significant, that the proposed theoretical framework satisfactorily predicted guests’ intentions to be loyal and that the role of satisfaction among study constructs was prominent. Findings from the test for metric invariance also showed that continuance commitment significantly affected the associations among emotional experiences, satisfaction and loyalty intentions. Moreover, emotional experiences, overall hotel image and guest satisfaction were found to play a significant mediating role in generating loyalty intentions.Practical implicationsThe findings of this paper inform hotel practitioners of the clear role of atmospherics, emotional experiences, image, satisfaction and continuous commitment in building loyalty. In addition, these findings can help hotel practitioners and researchers invent thorough and strategic methods for loyalty enhancement.Originality/valueThe existing hotel literature has provided a limited view regarding the impact of these research variables. The present paper filled this research gap through the successfully development of a robust framework for hotel guest loyalty.

scholarly journals The Critical Role of Institutional Services in Open Access Advocacy

2013 ◽  
Vol 8 (1) ◽  
pp. 84-106 ◽  
Author(s):  
Tomasz Neugebauer ◽  
Annie Murray
Keyword(s):  
Open Access ◽  
Critical Role ◽  
Text Data ◽  
Relative Significance ◽  
Institutional Repositories ◽  
Time Commitment ◽  
Institutional Services ◽  
Service Oriented ◽  
User Friendly

This paper examines the development of the Open Access movement in scholarly communication, with particular attention to some of the rhetorical strategies and policy mechanisms used to promote it to scholars and scientists. Despite the majority of journal publishers’ acceptance of author self-archiving practices, and the minimal time commitment required by authors to successfully self-archive their work in disciplinary or institutional repositories, the majority of authors still by and large avoid participation. The paper reviews the strategies and arguments used for increasing author participation in open access, including the role of open access mandates. We recommend a service-oriented approach towards increasing participation in open access, rather than rhetoric that speculates on the benefits that open access will have on text/data mining innovation. In advocating for open access participation, we recommend focusing on its most universal and tangible purpose: increasing public open (gratis) access to the published results of publicly funded research. Researchers require strong institutional support to understand the copyright climate of open access self-archiving, user-friendly interfaces and useful metrics, such as repository usage statistics. We recommend that mandates and well-crafted and responsive author support services at universities will ultimately be required to ensure the growth of open access. We describe the mediated deposit service that was developed to support author self-archiving in Spectrum: Concordia University Research Repository. By comparing the number of deposits of non-thesis materials (e.g. articles and conference presentations) that were accomplished through the staff-mediated deposit service to the number of deposits that were author-initiated, we demonstrate the relative significance of this service to the growth of the repository.

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