Abstract: The purpose of this study is to investigate the impact of tourists’ culture on perception and evaluation of hotel service experience and behavioral intentions. Drawing on Hofested’s cultural dimensions, this study seeks to further contribute towards understanding the effect of culture on perception and evaluation of hotels’ services, and whether there are differences between Saudi and European tourists’ perceptions of hotel services evaluation. A descriptive cross-sectional design was used in this study. Data were collected from tourists staying in five-star hotels in Saudi Arabia using the self-completion technique. The findings show that evaluations of hotel services differ from one culture to another. T-test results reveal that Saudis were more tolerant and reported significantly higher levels of satisfaction, were more likely to return and recommend the hotel, and perceived the price for the hotel stay as being good value for money as compared to their European counterparts. The sample was relatively small and specific to only five-star hotel evaluations. As a result, findings cannot be generalized to the wider tourist population. The results of this research have important implications for management within the Saudi hospitality industry. The study contributes to the tourist cultural theory by emphasizing the relative importance of cultural dimensions in-service evaluation. The author argues that no studies could be identified that compare Saudis and Europeans in their evaluations of their experiences staying at hotels. Therefore, the current study would enhance understanding of the effects of cultural factors on service evaluations and provide valuable input for international market segmentation and resource allocation in the Saudi hotel industry.
Abstract: Worldwide, improving tourism competitiveness has been on the agendas of many stakeholders of the hotel sector, and they seem to have agreed that one of the best ways to compete is via the implementation of electronic customer relationship management (e-CRM). In so doing, the organizations enjoy strategic positioning on the competitive market by managing better not only the customers but, other business components including knowledge and employee management. Over the recent years, the tourism industry in Mauritius has witnessed a drastic economic boom at international and national levels; providing a new outlook to boost business performance through existing and potential customers. E-CRM has been one of the management tools used to achieving this position. Thus, this insightful context- Mauritius- was opted for the study. The aim was to assess the effectiveness of e-CRM as a strategic tool in the hotel sector in Mauritius through the implementation of business strategy to create competitive advantage and impact on the business performance. To achieve the objectives of the study, a quantitative research methodology was adopted and the research revealed that e-CRM is indeed an effective strategic tool in the hotel industry in Mauritius that can provide a competitive advantage and impact positively on the organization’s performance.
Abstract: This research purpose is to study and compare the administration of Buddhist monks at northeastern Thailand. The samples used in the study are the priest in the Northeast by simple random sampling for 190 sampling. The tools used in this study is questioner were created in the 40 question items. The statistics used for data analysis were percentage, average, and standard deviation. The research found that the human resources management for the Buddhist monks as a whole is moderate. But it was found that the highest average is the policy followed by the management information. The Buddhist monks aged less than 25 years old with the overall difference was not significant. The priests who are less than 10 years in the monk experience and the priest has long held in the position for 10 years are not different in the significant level.
Abstract: The research presented in this paper has been focused
on analysing the impact of traffic on the sustainable development of
tourism in Croatia's Dubrovacko-Neretvanska County by the year
2020, based on the figures and trends reported in 2014 and using the
relevant variables that characterise the synergy of traffic and tourism
in, speaking from the geographic viewpoint, the most problematic
county in the Republic of Croatia. The basic hypothesis has been
confirmed through scientifically obtained research results, through
the quantification of the model's variables and the direct growth rates
of the designed model. On the basis of scientific insights into the
sustainable development of traffic and tourism in Dubrovacko-
Neretvanska County, it is possible to propose a new information
model for traffic at the service of the sustainable development of
tourism in the County for the period 2014-2020.
Abstract: This study aims to examine the role of career
advancement and job security as predictors of employee commitment
to their organization. Data was collected from 580 frontline
employees attached to two departments of 29 luxury hotels in
Peninsular Malaysia. Statistical results using Partial Least Squares
technique provided support for the proposed hypotheses. In view of
the findings, theoretical and practical implications are discussed.
Abstract: This review paper aims at understanding the importance of implementing sustainable green practices in the current hotel industry and the perception of the same from the point of view of the customers as well as the industry experts. Many hotels have benefited from green management such as enhanced reputation of the firm and more worth customers. For the business standing, it reduces business’s cost for posting advertisements and the clear hotel’s orientation shows hotels’ positive image which might increase employees’ recognition toward the business. Sustainability in business is the growth in lively processes which enable people to understand the potential to protect the Earth’s existent support systems. Well, looking to the future today’s green concerns will definitely become facet of more synchronized business environment, perhaps the concerns discussed in this study, may exchange a few words which hotels may consider in near future to widen awareness and improve business model.
Abstract: The main objectives of this study were to identify
attributes that influence customer satisfaction and determine their
relationships with customer satisfaction. The variables included in
this research are place/ambience, food quality and service quality as
independent variables and customer satisfaction as the dependent
variable. A survey questionnaire which consisted of three parts to
measure demographic factors, independent variables, and dependent
variables was constructed based on items determined by past
research. 149 respondents from one of the well known hotel in Kuala
Lumpur, MALAYSIA were selected as a sample. Psychometric
testing was conducted to determine the reliability and validity of the
questionnaire. From the findings, there were positive significant
relationship between place/ambience (r=0.563**, p=0.000) and
service quality (r=0.544**, p=0.000) with customer satisfaction.
However, although relationship between food quality and customer
satisfaction was significant, it was in the negative direction (r=-
0.268**, p=0.001). New findings were discovered after conducting
this research and previous research findings were strengthened by the
results of this research. Future researchers could concentrate on
determining attributes that influence customer satisfaction when
cost/price is not a factor and reasons for place/ambience is currently
becoming the leading factor in determining customer satisfaction.
Abstract: Due to a high unemployment rate among local people
and a high reliance on expatriate workers, the governments in the
Gulf Co-operation Council (GCC) countries have been implementing
programmes of localisation (replacing foreign workers with GCC
nationals). These programmes have been successful in the public
sector but much less so in the private sector. However, there are now
insufficient jobs for locals in the public sector and the onus to provide
employment has fallen on the private sector. This paper is concerned
with a study, which is a work in progress (certain elements are
complete but not the whole study), investigating the effective
implementation of localisation policies in four- and five-star hotels in
the Kingdom of Saudi Arabia (KSA) and the United Arab Emirates
(UAE). The purpose of the paper is to identify the research gap, and
to present the need for the research. Further, it will explain how this
research was conducted.
Studies of localisation in the GCC countries are under-represented
in scholarly literature. Currently, the hotel sectors in KSA and UAE
play an important part in the countries’ economies. However, the
total proportion of Saudis working in the hotel sector in KSA is
slightly under 8%, and in the UAE, the hotel sector remains highly
reliant on expatriates. There is therefore a need for research on
strategies to enhance the implementation of the localisation policies
in general and in the hotel sector in particular.
Further, despite the importance of the hotel sector to their
economies, there remains a dearth of research into the
implementation of localisation policies in this sector. Indeed, as far as
the researchers are aware, there is no study examining localisation in
the hotel sector in KSA, and few in the UAE. This represents a
considerable research gap.
Regarding how the research was carried out, a multiple case study
strategy was used. The four- and five-star hotel sector in KSA is one
of the cases, while the four- and five-star hotel sector in the UAE is
the other case. Four- and five-star hotels in KSA and the UAE were
chosen as these countries have the longest established localisation
policies of all the GCC states and there are more hotels of these
classifications in these countries than in any of the other Gulf
countries. A literature review was carried out to underpin the
research. The empirical data were gathered in three phases. In order
to gain a pre-understanding of the issues pertaining to the research
context, Phase I involved eight unstructured interviews with officials
from the Saudi Commission for Tourism and Antiquities (three
interviewees); the Saudi Human Resources Development Fund (one);
the Abu Dhabi Tourism and Culture Authority (three); and the Abu
Dhabi Development Fund (one).
In Phase II, a questionnaire was administered to 24 managers and
24 employees in four- and five-star hotels in each country to obtain
their beliefs, attitudes, opinions, preferences and practices concerning
localisation.
Unstructured interviews were carried out in Phase III with six
managers in each country in order to allow them to express opinions
that may not have been explored in sufficient depth in the
questionnaire. The interviews in Phases I and III were analysed using
thematic analysis and SPSS will be used to analyse the questionnaire
data.
It is recommended that future research be undertaken on a larger
scale, with a larger sample taken from all over KSA and the UAE
rather than from only four cities (i.e., Riyadh and Jeddah in KSA and
Abu Dhabi and Sharjah in the UAE), as was the case in this research.