scholarly journals An Exploration of Consumer Complaint Behavior towards the Hotel Industry: Case Study in Macao

2017 ◽  
Vol 9 (5) ◽  
pp. 56
Author(s):  
Grace Suk Ha Chan ◽  
Irini Lai Fun Tang ◽  
Aiko Hoi Kei Sou
Keyword(s):  
Service Failure ◽  
Hotel Industry ◽  
Third Party ◽  
Gaming Industry ◽  
Customer Expectations ◽  
Complaint Behavior ◽  
Consumer Complaint Behavior ◽  
Improve Service Quality ◽  
Depth Interviews

Macao has experienced positively exponential growth with the liberalization of the gaming industry in 2002. This profit-generating territory has attracted many international chain companies, such as Las Vegas Sands Corporation, Wynn Resorts Limited, MGM Resorts International, and Starwood Hotels and Resorts Worldwide, LLC, to establish their businesses in Macao. However, Macao is currently experiencing its worst downturn since 2002. Hotel operators should strive to continuously improving the services that they offer to survive the keen competitive environment. These operators should acquire feedback by encouraging and facilitating the complaint process to improve service quality and meet customer expectations. When customers encounter service failure, they engage in different coping strategies such as inertia, negative word-of-mouth, third party complaint, and voice (Kim, 2010). This study aims to explore the complaint behavior of customers toward the hotel industry in Macao. A qualitative approach is adopted with a sample of 30 respondents who have stayed in Macao hotels. Semi-structured questions are asked through in-depth interviews. The reasons for the complaints and complaint behavior of the customers have been identified, and recommendations are given based on the results of the analysis to provide insights for industry practitioners.

scholarly journals EXPLORING USEFULNESS OF CRM AND IT IN MALAYSIAN HOTEL INDUSTRY: A QUALITATIVE APPROACH

2013 ◽  
Author(s):  
Mohamad Ghozali Hassan ◽  
Fawad Hussain ◽  
Mihraj Begum Saibu Rahman
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Hotel Industry ◽  
Customer Relationship ◽  
Hotel Management ◽  
Customer Expectations ◽  
Doing Business ◽  
Operational Issues ◽  
Cost Factors

Today, the hotel industry is deviating from their traditional way of doing business and is now becoming more customers focused aimed at developing a positive and satisfying relationship with their customers. Information technology (IT) is the most significant factor that is helping the management of hotel industry to lower costs, increase operational excellences with profitability and give value to customer’s time. Malaysian hotel industry is based on Malaysian customer, culture involving a specific way of treating customers. The competitive advantage in this industry is based on the time and cost factors, which worries the customer and the hotel management. Information technology has helped the entire industry to prevent the wastage of resources and time by fulfilling optimum customer needs and demands. This paper is an attempt to explore the customer relationship management and IT related issues in three star rated hotels in the state of Penang, Malaysia. This paper would contribute as a useful guide to three star hotels, giving them some valuable information on what the customer expectations are in terms of CRM and IT facilities and if they are duly met then services and operational issues shall not occur. The significance of this case study includes providing a scope for three star rating hotels to improve their IT based activities to influence service quality and reduce the weaknesses, through availing opportunities and to strengthen their position in the industry.  

Motivating Growth in Low-tech Manufacturing Industries

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Naomi HERTZ
Keyword(s):  
Value Chain ◽  
Field Research ◽  
Sustainable Competitive Advantage ◽  
Manufacturing Plants ◽  
Footwear Industry ◽  
Technological Platform ◽  
Qualitative Methodologies ◽  
Developed World ◽  
Depth Interviews

Intensive manual labor enterprises in the developed world face challenges competing with products imported from countries where manufacturing costs are low. This reduces the volume of domestic production and leads to rapid loss of knowledge and experience in production processes. This study focuses on the Israeli footwear industry as a case study. Qualitative methodologies were applied, including in-depth interviews and field observations. A literature review on previous research, and contemporary trends was conducted. The field research examines challenges along the value chain in small factories. It finds that mass production paradigms impose a decentralized process between designers and manufacturers and therefore do not leverage local potential into a sustainable competitive advantage for small factories. The proposed solution is a digital and technological platform for small manufacturing plants. The platform mediates and designs the connections between production, technology, and design and enables the creation of a joint R&D system.

Removing Self-stigma: The Successes of People with Schizophrenia in Removing Self-stigma Through Self-control

2018 ◽  
Vol 33 (3) ◽  
Author(s):  
Franciscus Adi Prasetyo ◽  
Jajang Gunawijaya
Keyword(s):  
Sampling Technique ◽  
Self Esteem ◽  
Study Data ◽  
Self Control ◽  
Study Quality ◽  
Data Display ◽  
Case Study Approach ◽  
Study Approach ◽  
Depth Interviews

Self-stigma experienced by people who experience schizophrenia has influence on reduced self-esteem, on powerlessness, the weakening of hope, and a motivation towards recovery. The aim of this study is to explain the efforts of people suffering schizophrenia to manage their self-stigma through self-control, using a case study approach. Based on the purposive sampling technique, five people with schizophrenia were selected as the cases to be studied. Data collection techniques utilized in-depth interviews, observation, and documentary studies. The analysis of the study data employed the stages of data reduction, data display, and data verification. Improvement in study quality employed the triangulation of data sources by checking the data to determine its consistency. The results of this study indicate that people with schizophrenia who have the ability to self-control can overcome self-stigma through changes in the manner of viewing themselves, self-training through activities, having endurance, having an honest approach, being able to explain schizophrenia from a positive viewpoint, having initiative, and having a positive attitude and the courage to face challenges.

Considerações sobre motivação e produtividade: estudo de caso em uma delegacia da polícia civil em Minas Gerais

Revista Foco ◽  
2018 ◽  
Vol 11 (3) ◽  
pp. 110
Author(s):  
Rafaella Cristina Campos ◽  
Natália Fernandes Fonseca ◽  
Odemir Vieira Baeta
Keyword(s):  
Content Analysis ◽  
Intangible Assets ◽  
Institutional Context ◽  
Minas Gerais ◽  
Clear Correlation ◽  
Classical Sense ◽  
Institutional Rules ◽  
Fixed Grid ◽  
Depth Interviews

O objetivo é averiguar a correlação dos fatores motivacionais e produtivos no contexto institucional da Polícia Civil. O estudo de caso foi conduzido por entrevistas em profundidade com um Delegado de Polícia, um Investigador de Polícia, e um Escrivão de Polícia. A análise de conteúdo foi utilizada. Conclui-se que há evidente correlação entre o desenvolvimento de artefatos motivacionais, sejam eles de ordem ambiental ou individual, com a produtividade na instituição da Polícia Civil. Destaca-se também, que apesar do controle e avaliação dos índices de produtividade serem predominantemente burocráticos, institucionalizados e legitimados, a ligação que se estabelece com a manifestação dos artefatos motivacionais é subjetiva, relacional e intangível nas normas institucionais. Destaca-se este evento neste artigo, porque como foi visto anteriormente, tanto a natureza do trabalho, quanto o ambiente da Polícia Civil, estão em total desencontro ao desenvolvimento de produtividade e motivação no sentido clássico destas vertentes. The aims is to determine the correlation of the motivational and productive factors in the institutional context of the Civil Police. The case study was conducted by in-depth interviews with a Chief of Police, Police Investigator, and Actuary Police. The content analysis was used for fixed grid. It is concluded that there is clear correlation between the development of motivational artifacts, whether environmental or individual order, with productivity in the civil police institution. Also noteworthy is that despite the control and evaluation of productivity indexes were predominantly bureaucratic, institutionalized and legitimized, the connection that is established with the manifestation of motivational artifacts is subjective, relational and intangible assets in the institutional rules. It highlights this event in this article, because as discussed above, both the nature of the work, as the environment of the Civil Police, are in complete disagreement with the development of productivity and motivation in the classical sense of the aforementioned areas.

scholarly journals Influence of Tourism Seasonality and Financial Ratios on Hotels’ Exit Risk

2021 ◽  
pp. 109634802110160
Author(s):  
Dengjun Zhang ◽  
Jinghua Xie
Keyword(s):  
Proportional Hazards ◽  
Proportional Hazards Model ◽  
Hotel Industry ◽  
Financial Ratios ◽  
Market Segment ◽  
Tourism Demand ◽  
Hazards Model ◽  
Two Measures ◽  
The Impact

Tourism seasonality negatively affects hotels’ operational and financial performance and then survival probabilities. Several studies have evaluated the impact of tourism seasonality on hotels’ exit risk. However, the empirical findings are ambiguous, probably due to the overall seasonality and different measures used in these studies. Against this background, this study explores the impact of tourism seasonality on hotel firms’ exit risk, using a proportional hazards model. We controlled for financial ratios, the main factors influencing the exit risk, and used two measures of tourism seasonality by market segment, namely, leisure, business, and conference tourism. The case study is the Norwegian hotel industry. The empirical results suggest that the different seasonal patterns of tourism demand in the market segments mitigate the impact of the overall seasonality on hotels’ exit risk, and that seasonality measures of various tourism segments affect the exit risk in different ways.

scholarly journals Protection of Children in Difficulty in China during the COVID-19 Pandemic

2020 ◽  
Vol 13 (1) ◽  
pp. 279
Author(s):  
Fang Zhao ◽  
Ning Zhu ◽  
Juha Hämäläinen
Keyword(s):  
Child Protection ◽  
Relevant Information ◽  
Integrated System ◽  
Protection System ◽  
Political Awareness ◽  
Child Protection Services ◽  
The Media ◽  
Professional Systems ◽  
Depth Interviews

This study investigated the resilience of the Chinese child protection system in responding to the special needs of children in difficulty under the specific circumstances caused by the COVID-19 pandemic. This study applied qualitative document analysis of child protection administrative documents, in-depth interviews with 13 child protection professionals, and an in-depth case study of 14 children living in difficulty, complemented by relevant information available in the media. The results indicate that there are good policies in China’s child protection services but the organizational and functional fragmentation complicates implementation, suggesting a need for the development of bottom-up practices. The essential conclusion supported by these results is that the child protection system should be regarded and developed as a systematic project combining the legal, policymaking, and professional systems of child welfare services as well as governmental and non-governmental forces. As the COVID-19 pandemic has raised awareness of the need to develop the field of child protection holistically as an integrated system in terms of social sustainability in China, an international literature-based comparison indicates that the pandemic has also raised similar political awareness in other countries.

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