Analysis of attributes creating customer value and loyalty in hospitality industry

Purpose The purpose of this study is to explore how creative-cultural hotels can achieve sustainable service design through the development of a holistic conceptual framework. Design/methodology/approach The authors created this framework using a qualitative exploratory multi-case study of four creative-cultural hotels in Taiwan. The framework comprises strategic, organizational and interface levels to describe the design process and implementation of service offerings that co-create value within a multifaceted network of actors. Findings The findings of this study show that incorporating local arts and culture into sustainable service design can generate unique value and experiences for customers. From the perspective of sustainable development, these hotels seek to add value by using local creative and cultural resources to ensure that they have a sound commercial base from which to showcase their cultural features. As such, this study recommends that the hotel industry shift its focus to a paradigm that provides a strategic and sustainability-framed vision to create value for society while protecting local natural and cultural resources. Originality/value This multilevel model reframes the development of customer value constellations through a holistic understanding of user experience, eco-design practice, service encounters aligned with user touchpoints and front-line employee capabilities. To integrate the perspectives of both service providers and their customers, the proposed model embeds these stakeholders within a single model through the vehicle of local value co-creation. This holistic framework can assist in designing sustainable service within the hospitality industry to deliver better services and customer experiences. The findings provide an illustration of how the proposed multilevel sustainable-development-oriented service design framework can serve as a useful tool in guiding hotels toward corporate sustainability.

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Data Mining Applications in the Hospitality Industry

Business Information Systems ◽

10.4018/978-1-61520-969-9.ch067 ◽

2010 ◽

pp. 1109-1114

Author(s):

Soo Kim

Keyword(s):

Data Mining ◽

Customer Value ◽

Hospitality Industry ◽

Marketing Strategies ◽

Restaurant Industry ◽

Data Mining Techniques ◽

Competitive Edge ◽

Processing Data ◽

Hospitality Managers

Some people say that “success or failure often depends not only on how well you are able to collect data but also on how well you are able to convert them into knowledge that will help you better manage your business (Wilson, 2001, p. 26).” It is said the $391 billion restaurant industry generates a massive amount of data at each purchase (Wilson, 2001), and once collected, such collected data could be a gigantic tool for profits. In the hospitality industry, knowing your guests in terms of where they are from, how much they spend money, and when and what they spend it can help hospitality managers formulate marketing strategies, enhance guest experiences, increase retention and loyalty and ultimately, maximize profits. Data mining techniques are suitable for profiling hotel and restaurant customers due to their proven ability to create customer value (Magnini, Honeycutt, & Hodge, 2003; Min, Min & Emam, 2002). Furthermore, if the hospitality industry uses such data mining processes as collecting, storing, and processing data, the industry can get strategic competitive edge (Griffin, 1998). Unfortunately, however, the hospitality industry and managers are behind of using such data mining strategies, compared to the retail and grocery industries (Bogardus, 2001; Dev & Olsen, 2000). Therefore, there is a need for learning about such data mining systems for the hospitality industry. The purpose of this paper is to show the applications of data mining systems, to present some successes of the systems, and, in turn, to discuss some benefits from the systems in the hospitality industry.

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Data Mining Applications in the Hospitality Industry

Encyclopedia of Data Warehousing and Mining, Second Edition ◽

10.4018/978-1-60566-010-3.ch064 ◽

2010 ◽

pp. 406-410 ◽

Cited By ~ 1

Author(s):

Soo Kim

Keyword(s):

Data Mining ◽

Customer Value ◽

Hospitality Industry ◽

Marketing Strategies ◽

Restaurant Industry ◽

Data Mining Techniques ◽

Competitive Edge ◽

Processing Data ◽

Hospitality Managers

Some people say that “success or failure often depends not only on how well you are able to collect data but also on how well you are able to convert them into knowledge that will help you better manage your business (Wilson, 2001, p. 26).” It is said the $391 billion restaurant industry generates a massive amount of data at each purchase (Wilson, 2001), and once collected, such collected data could be a gigantic tool for profits. In the hospitality industry, knowing your guests in terms of where they are from, how much they spend money, and when and what they spend it can help hospitality managers formulate marketing strategies, enhance guest experiences, increase retention and loyalty and ultimately, maximize profits. Data mining techniques are suitable for profiling hotel and restaurant customers due to their proven ability to create customer value (Magnini, Honeycutt, & Hodge, 2003; Min, Min & Emam, 2002). Furthermore, if the hospitality industry uses such data mining processes as collecting, storing, and processing data, the industry can get strategic competitive edge (Griffin, 1998). Unfortunately, however, the hospitality industry and managers are behind of using such data mining strategies, compared to the retail and grocery industries (Bogardus, 2001; Dev & Olsen, 2000). Therefore, there is a need for learning about such data mining systems for the hospitality industry. The purpose of this paper is to show the applications of data mining systems, to present some successes of the systems, and, in turn, to discuss some benefits from the systems in the hospitality industry.

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Contemporary Quality Management Approaches and Practices Within the Hospitality Industry

Contemporary Management Approaches to the Global Hospitality and Tourism Industry - Advances in Hospitality, Tourism, and the Services Industry ◽

10.4018/978-1-7998-2204-2.ch001 ◽

2020 ◽

pp. 1-34

Author(s):

Abraham Pius ◽

Husam H. Alharahsheh ◽

Obioma Nwaogbe ◽

Mihaela Dariescu

Keyword(s):

Quality Management ◽

Customer Value ◽

Hospitality Industry ◽

Transition Period ◽

Business Environment ◽

Green Economy ◽

Quality Management Systems ◽

Customer Expectations ◽

Competitive Edge ◽

Management Approaches

This chapter is planned and designed to enable readers to explore the concept of quality management in the hospitality sector, while improving efficiency and competitiveness in 21st century globalised business environment. In fact, quality is meeting or exceeding customer expectations consistently. To achieve this aim, companies should recognise all the service qualities that add to customer value and lead to satisfaction and loyalty. The readers of this chapter will be able to increase understanding of quality management systems and processes within the hospitality industry and how to improve and sustain organisational performance, to gain a competitive edge in this transition period to the green economy. Also, the chapter provides readers with the relevant knowledge needed for quality assessment schemes, national /international benchmarking standards, and regulatory agencies.

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Effects of emotional intelligence and ways of coping on work-family conflict: Evidence from the hospitality industry

PsycEXTRA Dataset ◽

10.1037/e577572014-148 ◽

2013 ◽

Author(s):

Sarlaksha Ganesh ◽

Mangadu P. Ganesh

Keyword(s):

Emotional Intelligence ◽

Family Conflict ◽

Hospitality Industry ◽

Work Family Conflict ◽

Ways Of Coping ◽

Work Family

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KONFIRMASI LIMA FAKTOR YANG MEMPENGARUHI KEPUASAN PESERTA PEKERJA BUKAN PENERIMA UPAH (PBPU) BPJS KESEHATAN

Jurnal Ilmiah Kesehatan ◽

10.33221/jikes.v18i2.215 ◽

2019 ◽

Vol 18 (2) ◽

pp. 64-74

Author(s):

Maya Fitri Nuraeni

Keyword(s):

Customer Value ◽

Customer Engagement ◽

Cross Sectional ◽

Customer Relation Management

Kepuasan pelanggan merupakan suatu pemenuhan harapan pelanggan yang dirasakan sesuai dengan ekspektasi yang diharapkan. Tujuan penelitian Mengetahui pengaruh langsung dan tidak langsung serta besaranya antara faktor Customer Relation Management (CRM), Customer Engagement, Kualitas Layanan, Trust dan Costumer value Terhadap Kepuasan Peserta PBPU BPJS Kesehatan KC Depok Tahun 2018. Desain penelitian cross sectional. Populasi penelitian keseluruhan peserta di BPJS Kesehatan KC Depok. jumlah sampel dalam penelitian ini adalah smpel 130 peserta PBPU yang berkunjung ke KC Depok. Metode analisis menggunakan SmartPLS 2.0 dan SPSS 16. Hasil penelitian menunjukkan variabel CRM 24,58%, Customer Engagement 19,50 %. Kualitas Layanan 11,93%, Trust 14,36%,Costumer value 6,13%. pengaruh langsung CRM terhadap Customer Engagement 49,96%, CRM terhadap kualitas layanan 66,42%, CRM terhadap Trust 4,38%, CRM terhadap customer value 30,80%, Customer Engagement terhadap kualitas layanan 4,58% Customer Engagement terhadap Trust 15,21%, Customer Engagement terhadap customer value 16,77 Kualitas Layanan terhadap Trust 30,66%, Kualitas Layanan terhadap customer value 11,01%, Trust terhadap customer value 14,54%. Dengan demikian dapat ditarik kesimpulan bahwa paling mempengaruhi Kepuasan Peserta PBPU BPJS Kesehatan KC Depok, dikarenakan CRM merupakan keseluruhan proses membangun dan memelihara hubungan peserta khususnya PBPU dengan BPJS kesehatan yang akan meminimalisir penurunan kualiatas pelayanan sehingga dapat meningkatkan pelayanan yang lebih baik. BPJS Kesehatan KC Depok diharapkan dapat memberikan pelayanan terbaik bagi npeserta sesuai dengan nilai dasar untuk tercapainya kepuasan pelanggan.

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