scholarly journals Features of promotion services of entertainment enterprises

2020 ◽  
pp. 83-87
Author(s):  
O. V. Shpyrnya ◽  
E. A. Eremina ◽  
M. V. Koreneva
Keyword(s):  
Social Networks ◽  
Customer Service ◽  
Entertainment Industry ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality ◽  
Definition Of ◽  
High Level ◽  
The Relationship ◽  
Potential Customers

The article describes the main features of promoting the services of entertainment industry enterprises. The definition of entertainment services is given, a list of enterprises providing such services is indicated. The relationship between entertainment services and the development of the tourism and hospitality industry is revealed. Various options for promoting the services of entertainment industry enterprises are presented. Attention is paid to the importance of the process of branding the business of entertainment industry enterprises and maintaining a high level of quality of customer service. Particular attention was paid to additional elements of the marketing mix in promoting the services of entertainment industry enterprises. The basic methods of promoting services are examined, with particular emphasis on social networks VKontakte, Odnoklassniki, Instagram, Facebook. The prospects of organizing focus groups in social networks while promoting certain services in the entertainment industry are noted. It is concluded that technologies for promoting services in the entertainment industry contribute to expanding the number of potential customers, forming a group of regular customers, increasing interest from consumers, partners, and more.There is no conflict of interests.

scholarly journals A Bayesian Best-Worst Method-Based Multicriteria Competence Analysis of Crowdsourcing Delivery Personnel

Complexity ◽  
2020 ◽  
Vol 2020 ◽  
pp. 1-17 ◽  
Author(s):  
Longxiao Li ◽  
Xu Wang ◽  
Jafar Rezaei
Keyword(s):  
Customer Service ◽  
Value Function ◽  
Service Network ◽  
Core Elements ◽  
Delivery Platform ◽  
High Level ◽  
The Relationship ◽  
Best Worst Method

Crowdsourcing delivery is becoming a prevalent tool for tackling delivery problems by building a large labor-intensive service network. In this network, the delivery personnel consist of a large number of people with a complex composition and high level of mobility, creating enormous challenges for the quality of service and the management of a crowdsourcing platform. Hence, we attempt to conduct a competence analysis to determine whether they can provide promised services with high quality, i.e., they are competent for their job. To this end, the competence theory is introduced, and a multicriteria competence analysis (MCCA) approach is developed. To illustrate the MCCA approach, a real-world case study is conducted involving a Chinese takeaway delivery platform, where the Bayesian best-worst method is used to determine the weights of the criteria based on the data collected from managers of the platform company. Also, the competence scores of the personnel involved are collected through surveys and data sources of the company. Given the weights and the competence scores, we use additive value function to identify the overall competence scores of them, which reflects the level of competence for their job. The results show that Skills is the most important competence, while Knowledge is the least important of the four competence dimensions. In subcriteria, four core elements are identified such as punctuality, customer service awareness, responsible, and goods intact. In addition to the importance of criteria, a ranking of a sample of personnel is provided, and almost half of the crowdsourcing delivery personnel’s competence is below the average and vary significantly, while the relationship between the competence level and some other variables is also discussed. Moreover, the developed MCCA approach in this paper can be applied to analyze the competence of personnel in many other industries as well.

scholarly journals DEVELOPING HUMAN RESOURCES’ SKILLS AND KNOWLEDGE IN TOURISM AND HOSPITALITY INDUSTRY THROUGH THE DETERMINATION OF QUALITY OF TRAINING PROGRAMS

2009 ◽  
Vol 15 (1) ◽  
pp. 61-72
Author(s):  
Ioannis Valachis ◽  
Evaggelos Christou ◽  
Marianna Sigala ◽  
Leonidas Maroudas
Keyword(s):  
Training Program ◽  
Service Industry ◽  
Point Of View ◽  
Training Outcomes ◽  
Training Quality ◽  
Quality Dimensions ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality ◽  
Definition Of

Research into tourism and hospitality training field has been focused on the subjects of training need assessments, training evaluation models, training within organizational frameworks and useful training techniques. Despite the significance of the above aspects, less afford has been made in the field of training quality and particularly in defining those factors that the quality of a training program consists of. Taking into account that training is a service which the organization, the producer, delivers to its employee, the consumer, this research is going one step further and not only exams SERVQUAL in the training field, but tries to examine inductively at distinctive training quality dimensions from the perspective of trainees point of view that are not subject of other service industry. The definition of training quality dimensions can lead those who develop a new training program to use those dimensions as a framework for greater training outcomes. Moreover, this research tests how the GAP model is compared with the measurement of perceptions merely and the measurement of expectations lone of training quality, as defined by the trainees.

scholarly journals Exploring the Relationship of Service Quality on Customers Delight in Selected Restaurant of Laguna, Philippines

2021 ◽  
Vol 39 (12) ◽  
Author(s):  
Michael Bhobet B. Baluyot, DHM ◽  
Anicia C. Pampolina, MSHRM
Keyword(s):  
Correlation Coefficient ◽  
Customer Service ◽  
Restaurant Industry ◽  
High Quality ◽  
Five Dimensions ◽  
Customer Delight ◽  
High Level ◽  
Relationship Of ◽  
The Relationship

This paper aimed to determine customer experiences in the pandemic situation at a local restaurant in Laguna, Philippines, and to demonstrate that there are now beyond eating experiences available in that area. The study included 150 customers from Laguna's different restaurants. The SERVQUAL Model and Customer Delight Model serve as the foundation for this study endeavour. Pearson r was used to calculate the correlation coefficient. The five dimensions used in the study are reliability, assurance, tangibles, empathy, and responsiveness. Based on the findings, personal attention and creating an emotional connection with customers are essential in interacting with customers and delivering consistent service. The findings revealed that the total customer delight experience was moderately delighted. Furthermore, the findings have shown a correlation coefficient r of 0.720, which indicates a high level of correlation. These findings demonstrated that high-quality service always equates to high-quality delight and happiness.  Findings revealed that customers want value and the whole experience rather than just the quality of the food. Customers are influenced by how they are handled at all stages of their dining experience. The study's findings serve as a foundation for future growth, demonstrating that a small restaurant can compete in the fast-growing restaurant industry by providing excellent customer service.

scholarly journals The Perception of Job-related Motivators When Choosing a Career in the Tourism and Hospitality Industry – A Comparative Study Between Polish and Spanish Students

2017 ◽  
Vol 53 (2) ◽  
pp. 84-106 ◽  
Author(s):  
Aleksandra Grobelna
Keyword(s):  
Competitive Advantage ◽  
Rapid Growth ◽  
Career Paths ◽  
Hospitality Industry ◽  
Staff Turnover ◽  
Motivating Factors ◽  
Tourism Experience ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality

AbstractThe recent rapid growth of the tourism and hospitality industries raises a question about the quantity and quality of the workforce needed in these sectors. In the tourism/hospitality industry, where most services are delivered directly by employees, competitive advantage is primarily attained through people (employees), who are perceived as an integral component of tourism experience. This creates challenges for an industry suffering from high rates of staff turnover, especially of young employees who leave their jobs after graduation, choosing other career paths.This study presents the job related motivators that students found important when considering their future careers, and investigates the extent to which those motivators can be found in the tourism and hospitality industry. Is the industry able to offer the motivators that will keep the employees willing to choose this particular path? We focus on two groups of potential employees – Polish and Spanish students. The study reveals that both groups generally do not believe that a career in the TH industry offered these motivating factors. We also contrast and compare both groups’ perceptions in this area.

scholarly journals Quality of Care Provided by Family Caregivers of Older People With Dementia: Measurement and Interpretations

2020 ◽  
Vol 4 (Supplement_1) ◽  
pp. 152-152
Author(s):  
Afeez Hazzan
Keyword(s):  
Quality Of Care ◽  
Older People ◽  
Family Caregivers ◽  
Family Caregiver ◽  
Primary Reason ◽  
People With Dementia ◽  
High Level ◽  
The Impact ◽  
The Relationship

Abstract Family caregivers of older people living with dementia are relatives, friends, or neighbors who provide assistance related to this condition, but who are unpaid for the services they provide. Although caregiving could be personally rewarding, many caregivers report a high level of strain. Compared to caregivers of older adults who do not have dementia, family caregivers of older people living with dementia report lower quality-of-life (QoL). In a published systematic review examining the relationship between family caregiver QoL and the quality of care provided, only one study was found to be somewhat relevant. The study suggested that the primary reason for an absence of research into the link between family caregiver QoL and quality of care was the absence of a questionnaire for measuring quality of care in dementia. Therefore, any attempt to investigate the impact of caregiver QoL on the care provided to older people with dementia must first address the lack of an instrument to measure quality of care. To address this issue, we interviewed approximately 20 family caregivers in order to elicit feedback on measurements and interpretation of the quality of care provided by family caregivers of older people living with dementia. Content analysis of the interview transcripts revealed that the quality of relationships with family, caregiver availability to provide or supervise care, and availability of paid or volunteer help are important for the quality of care provided. These results have important implications, particularly for the development of an instrument to measure quality of care in dementia.

Does transformational leadership always matter in frontline service roles?

2018 ◽  
Vol 28 (6) ◽  
pp. 733-751 ◽  
Author(s):  
Keo Mony Sok ◽  
Phyra Sok ◽  
Lan Snell ◽  
Pingping Qiu
Keyword(s):  
Customer Service ◽  
Service Performance ◽  
Hierarchical Regression ◽  
Content Type ◽  
Service Employees ◽  
High Level ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

scholarly journals Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Cabang Subang

ijd-demos ◽  
2020 ◽  
Vol 1 (2) ◽  
Author(s):  
Agus Dedi Subagja ◽  
Hanifah Hanifah
Keyword(s):  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Descriptive Analysis ◽  
Total Sample ◽  
High Level ◽  
Statistical Analysis Methods ◽  
Research Analysis

Kualitas pelayanan adalah totalitas fitur dan karakteristik produk atau jasa yang tergantung pada kemampuannya untuk memuaskan kebutuhan yang dinyatakan atau tersirat. Kepuasan pelanggan adalah tingkat perasaan seseorang setelah membandingkan kinerja (atau hasil) yang ia persepsikan dibandingkan dengan harapannya. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan customer service terhadap kepuasan nasabah dan menguji pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang. Penulis menggunakan pendekatan kuantitatif dengan metode analisis deskriptif dan analisis statistik. Populasi pada penelitian ini sebanyak 3.841, dengan jumlah sampel yang diambil sebanyak 100 orang. Sedangkan alat pengumpulan data yang digunakan adalah kuesioner. Hasil analisis penelitian menunjukkan pengaruh kualitas pelayanan customer service terhadap kepuasan nasabah pada Bank BJB cabang Subang menunjukkan tingkat hubungan yang tinggi dengan kontribusi pengaruh yaitu sebesar 64,4% dan sisanya sebesar 35,4% dipengaruhi oleh faktor lain yang tidak diteliti.Service quality is the totality of features and characteristics of a product or service that depends on its ability to satisfy stated or implied needs. Customer satisfaction is the level of one's feelings after comparing the performance (or results) he perceives compared to his expectations. This study aims to analyze the quality of customer service service to customer satisfaction and examine the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB. The author uses a quantitative approach with descriptive analysis and statistical analysis methods. The population in this study was 5,240, with a total sample of 100 people. While the data collection tools used were questionnaires. The results of the research analysis showed the influence of customer service quality on customer satisfaction at the Bank of the Subang branch BJB showed a high level of relationship with the contribution of influence that is equal to 64.4% and the remaining 35.4% is influenced by other factors not examined.

scholarly journals Quality of Service to the Regional Road Transport Service

2016 ◽  
Vol 1 (2) ◽  
pp. 216
Author(s):  
Suela E.Shpuza
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Performance Standards ◽  
Road Transport ◽  
Service Organizations ◽  
Transport Service ◽  
Lack Of Information ◽  
And Performance ◽  
High Level

Performance is measured and done, the quality represents a key element to achieve the performance, especially customer service quality. In response to the pressure of globalization, the market increasingly competitive and volatile market dynamics that, many organizations actively seeking ways to add value to their services and improve their quality of service. Organizations usually tend to make their operations efficient priority. This process begins with the assessment of nevojave customers, their requirements and assessing the performance of domestic human resources in organization and performance depends on the outcome of the estimated earlier. Since this process can proceed in different directions. The causes of these results may be the lack of information and support of high-level management, performance standards unclear, inaccuracies assessors, very large number of forms to be completed and the use of software for the opposite purpose.

The Usage of Social Network to Students: Does It Improve Student’s Education Quality During COVID-19 Outbreak

2020 ◽  
Vol 17 (12) ◽  
pp. 5224-5228
Author(s):  
Indraah Kolandaisamy ◽  
Raenu Kolandaisamy
Keyword(s):  
Social Networks ◽  
Social Network ◽  
Education Quality ◽  
Quality Of Education ◽  
Online Classes ◽  
Outbreak Period ◽  
Technology Advancement ◽  
The Relationship

In the era of technology advancement and COVID-19 outbreak period, all physical classes have been converted to online classes through social network platforms. Having online classes through social networks are actually very comfortable and flexible for students as they can have their classes at various places. This paper is focuses on the relationship between usages of social network and the quality of education during COVID-19 outbreak.

Tourists “stealing” stuff

2020 ◽  
pp. 135481662096098
Author(s):  
Stephen Pratt
Keyword(s):  
Hot Spots ◽  
Hospitality Industry ◽  
Economic Value ◽  
Economic Loss ◽  
Tourist Behavior ◽  
Hotel Room ◽  
Direct Economic Loss ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality ◽  
The Relationship

Hotel guests are sometimes confused as to what they can take from their hotel room. Passengers are sometimes confused as to what they can take from their flight. When passengers take a flight and hotel guests pay for a room, what items are they entitled to? It is not so clear. This research explores this issue. The economic value of these items can be quite prohibitive and represents a direct economic loss to these tourism businesses. The focus of previous research on theft in the tourism and hospitality industry focuses on tourists being robbed or employees stealing from their employers. This research assesses the self-reported incidence of tourists taking items from hotels and airlines and investigates the relationship between tourists taking both free and not-complimentary items and self-reported ethical tourist behavior. Further, we segment and profile the types of tourists who take items from hotels and airlines. We achieve these research objectives by undertaking a quantitative survey through 538 completed questionnaires captured via an in-person intercept method in commonly frequented tourist hot spots in Hong Kong. The incidence of theft is relatively high for some items, but tourists generally know which items they are entitled to and which they are not. There are three segments of tourists in terms of their self-reported behavior of taking items from hotel rooms and off flights: Honest, Impulsive, and Habituals.

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