Customer Personality Taxonomy: A Theoretical Analysis of Customer Diversity Management in the Hospitality Industry

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Continue Anddison Eketu
Keyword(s):  
Customer Satisfaction ◽  
Theoretical Analysis ◽  
Cultural Diversity ◽  
Hospitality Industry ◽  
Diversity Management ◽  
Tourism Industry ◽  
Customer Expectation ◽  
Personality Typology ◽  
Personality Diversity

Development in Nigerian Tourism industry and the emerging shift toward the culture of leisure by most Nigerians have attendant challenges in management of customer satisfaction in hospitality industry. Cultural diversity combined with personality diversity calls for improvement of understanding of interface staff in hospitality based firms to enhance customer satisfaction. This paper presents a theoretical taxonomical analysis of customer personality typologies and further designs a framework of corresponding treatments for managing each identified and isolated personality, for effective customer satisfaction. The paper adopted the DISC framework to identifying and isolated four distinct personalities corresponding to: Expressiveness, Assurance, and Compliant personalities. The framework for managing DISC is FEAS, corresponding to Firmness, Expressiveness, Assurance, and Straightforwardness. The paper concluded that every unique personality typology demands an appropriate attention to achieve the customer expectation and satisfaction based on his uniqueness. Therefore, FEAS should be adopted to manage DISC in the hospitality industry.

Diversity management in tourism and hospitality: an exploratory study

foresight ◽  
2017 ◽  
Vol 19 (3) ◽  
pp. 323-336 ◽  
Author(s):  
Ruchika Malik ◽  
Tanavi Madappa ◽  
Jaya Chitranshi
Keyword(s):  
Best Practices ◽  
Cultural Diversity ◽  
Secondary Data ◽  
Diversity Management ◽  
Tourism Industry ◽  
Complex Nature ◽  
Content Type ◽  
Diverse Workforce ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

Purpose The hospitality and tourism industry has seen an increase in organizations operating internationally, bringing people from diverse cultural backgrounds together. The authors aim to help clarify that with a lack of awareness and understanding about diversity, many problems arise in terms of effective intercultural communication between managers and employees and employees and the customers. This paper helps in answering the questions related to the importance of cross cultural management, the intercultural issues faced by an organization, the best practices for diversity management and the future of cultural diversity. Design/methodology/approach The authors have carried out a review-based research of 60 papers relevant to the topic. The study has been restricted to secondary data consisting of research in the area of managing cultural diversity. Findings The researchers have concluded that there are different dimensions of cultural diversity and thus policies and programs to manage it have to be carefully implemented and integrated. Also, managers need to identify the current gaps in the organization in terms of diversity management to take the necessary steps for building a harmonious relationship between expatriates and the local employees. Originality/value The study addresses the complex nature of cultural diversity and the management issues of multiculturalism within the hospitality and tourism industry. The authors have made an effort to identify the best practices and programs for managing a diverse workforce which may also improve engagement and retention levels through radical inclusion of employees.

Influencing Factors on Customer Satisfaction towards American Brands in the Food and Beverage Industry in Malaysia

2016 ◽  
Vol 2 (2) ◽  
pp. 69 ◽  
Author(s):  
Nur Atiqah Rochin Demong ◽  
Abdul Kadir Othman ◽  
Salmi Bawasa
Keyword(s):  
Customer Satisfaction ◽  
Influencing Factors ◽  
Perceived Value ◽  
Perceived Quality ◽  
Kuala Lumpur ◽  
Customer Expectation ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Convenience Sampling

Customer satisfaction is the ultimate aim to food and beverage F&B industry as it ascertains that satisfied customers will stay loyal and reduce the amount of complaints towards their brand of choice. The main purpose of the research is to understand the influencing factors on customer satisfaction towards American brand in F&B industry in Malaysia. Convenience sampling method was used involving the respondents that consist of customers and shoppers within five mega malls in Kuala Lumpur to represent the total population of the study. The researcher used a multiple regression analysis to analyze 384 data from customers. The results indicate a positive and significant influence of all influencing factors (perceived quality, perceived value and Customer Expectation) on customer satisfaction. Customer expectation is seen to be the factor that was highly influential towards satisfaction, followed by perceived quality and perceived value. The implications of the study are discussed in the paper.

Business management in the light of cultural diversity in the labor market

2020 ◽  
pp. 28-44
Author(s):  
René Pawera ◽  
Monika Lavrovičová ◽  
Lucia Húsenicová
Keyword(s):  
Labor Market ◽  
Cultural Diversity ◽  
Key Words ◽  
Slovak Republic ◽  
Business Management ◽  
Diversity Management ◽  
Equal Opportunities ◽  
Market Conditions ◽  
Labor Market Conditions ◽  
Labor Market Inequality

An important element of the management of modern companies and organizations is the proper use of diversity management and equal opportunities, aimed at eliminating discrimination in the labor market. The paper summarizes the starting points for these processes in the labor market. It describes the tendencies of the development of the solved problem in the context of the labor market conditions of the Slovak Republic. Key words: labor market inequality, equal opportunities management, diversity management

scholarly journals Antecedents and Outcomes of a Culturally Diverse Workforce in Hotels

2021 ◽  
pp. 109634802098690
Author(s):  
Ashokkumar Manoharan ◽  
Michael J. Gross ◽  
Shruti R. Sardeshmukh
Keyword(s):  
Cultural Diversity ◽  
Group Dynamics ◽  
Social Identity Theory ◽  
Culturally Diverse ◽  
Research Evidence ◽  
Diversity Management ◽  
Diverse Workforce ◽  
The Social ◽  
Semistructured Interviews ◽  
Hospitality Firms

The topic of cultural diversity in hospitality firms has been somewhat neglected in the abundant research on cultural diversity in organizations. To overcome the gap, the purpose of the research was to examine the antecedents and outcomes of employing a culturally diverse workforce in hotels. Results from semistructured interviews showed there are four antecedents for the increase in cultural diversity and outcomes reflect significantly more benefits than challenges. Our findings suggest the benefits of cultural diversity come from the informational advantages, supporting the processing perspective. The challenges of diversity are rooted in the social categorization and in-group-out-group dynamics, lending support to the social identity theory. This study advances diversity literature based on research evidence of the various antecedents and outcomes in employing a culturally diverse workforce. Implications for diversity management are offered so the benefits may be sustained, and the challenges may be minimized in hospitality firms.

scholarly journals The Antecedents and Consequences of Rapport between Customers and Salespersons in the Tourism Industry

2021 ◽  
Vol 13 (5) ◽  
pp. 2783
Author(s):  
Jinsoo Hwang ◽  
Kwang-Woo Lee ◽  
Seongseop (Sam) Kim
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Brand Preference ◽  
Theoretical Understanding ◽  
Dominant Orientation ◽  
Antecedents And Consequences

This study examined the antecedents and consequences of rapport between customers and salespersons in the context of duty-free shops. Specifically, this study proposed six sub-dimensions of service-dominant orientation (i.e., relational, ethical, individuated, empowered, concerted, and developmental interactions). These dimensions have a positive influence on rapport. In addition, rapport is hypothesized to aid in the formation of customer satisfaction and brand preference, which in turn positively affects word-of-mouth communications. Data were collected from 649 Chinese shoppers who have purchased a product in a Korean duty-free shop. In addition, this study employed confirmatory factor analysis to check the adequacy of the measurement items and structural equation modeling to test 11 hypotheses. Data analysis results indicated that five sub-dimensions of service-dominant orientation, excluding individuated interaction, play an important role in the formation of rapport. Furthermore, rapport has a positive effect on customer satisfaction and brand preference, which in turn positively affects word-of-mouth communications. The findings of this study offer valuable insights for managers of duty-free stores into the most effective methods for managing their operations and providing an appropriate blend of products. Furthermore, this paper contributes to theoretical understanding in this area by improving the acceptability of a commonly believed shopper behavior model.

Coping Mechanisms of Hospitality Industry Workers in a Tourism Destina-tion during the Covid-19 Pandemic

2021 ◽  
Vol 2 (12) ◽  
pp. 1410-1415
Author(s):  
Bezaleel Joy Murchante Danay ◽  
Zephaniah Dela Cruz Danay ◽  
Cherry Colesio Escarilla ◽  
Jimmy Bernabe Maming
Keyword(s):  
Hospitality Industry ◽  
Coping Mechanisms ◽  
Tourism Industry ◽  
Case Study Method ◽  
Key Informants ◽  
Travel And Tourism ◽  
Tourism Sector ◽  
Hospitality Workers ◽  
Different Levels

The Covid-19 pandemic brought massive devastations to the different levels of society. The World Travel and Tourism Council had recently warned that Covid-19 pandemic could lead to a cut of 50 million jobs worldwide in the travel and tourism industry. A study conducted by Oxford reveals that Asia will be vilest to be affected by the pandemic and it would take time to recover its economy (Dogra, 2020). This means a wider and greater impacts to the different industries including the tourism sector. The study aims to explore the coping mechanisms of hospitality industry workers in Boracay Island during the Covid-19 pandemic particularly on their experiences during the Covid-19 pandemic and to determine the coping mechanisms of hospitality workers in Boracay Island being affected by the pandemic. The case study method through a qualitative analysis using Robert Yin's approach in the data analysis procedure to explore the data from the experiences of the key informants from the hospitality industry was used. Themes came out from the construct of the key informants like (1) hospitality industry workers experienced mental health, social, and economic issues, (2) The pandemic opens new opportunities and ways to cope with its effects. The output of this research is the proposed Danay, Danay, Escarilla, and Maming Model for Coping Mechanisms of Hospitality Industry workers during the Covid-19 Pandemic.

A Study on Customer Satisfaction towards TVS Two-Wheeler in Madurai City

2021 ◽  
Vol 8 (4) ◽  
pp. 91-96
Author(s):  
K R Srinivasan ◽  
P Ponraj
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Simple Random Sampling ◽  
World Market ◽  
Vital Role ◽  
Primary Data ◽  
Customer Expectation ◽  
Data Statistics ◽  
Spss Software ◽  
Two Wheeler

TVS is one of India’s largest diversified industrial conglomerates, with its principal headquarters in Madurai and international offices in Chennai. TVS motor company is a multinational motorcycle company is the third-largest motorcycle company in India. In today’s competitive world, market research player, a vital role to aid the company in understanding the customer expectation from the company. Customer satisfaction is an important component of a company’s relationship with their customers it is effectively utilizing marketing and sales resources has been a top priority for many organizations. In this study, an attempt has been made to analyze the satisfaction level of the customer towards TVS two-wheeler in Madurai city; a sample of 45 respondents has been selected using a simple random sampling method questionnaire has been used to collect primary data from the respondents. SPSS software is used to analyze the data statistics.

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