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Articles 1 - 5 of 5
Full-Text Articles in Business
The Hotel Guest Questionnaire : An Assessment Of Its Role As A Service Encounter Interface, Alfred Ogle
The Hotel Guest Questionnaire : An Assessment Of Its Role As A Service Encounter Interface, Alfred Ogle
Alfred Ogle
This exploratory study on hotel stakeholder behaviour uses a 'service innovation' approach to investigate how the hotel guest questionnaire can function in a way not previously considered in the hospitality management literature. viz as a remote service encounter interface between the hotel management and guest. The paper-based guest questionnaire. also commonly known as comment card. is an old hotel tradition that is the most widely used method or guest feedback elicitation by hotels. Primarily a method of measuring guest satisfaction. studies show that its inherent limitations as a survey Instrument result in inaccurate and ungeneralisable data. The trend for e-based …
Hotel Guest E-Questionnaires: Implications For Feedback And Relationships, Alfred Ogle, Nadine Henley, Michelle Rowe, Sybe Jongeling, Stephen Fanning
Hotel Guest E-Questionnaires: Implications For Feedback And Relationships, Alfred Ogle, Nadine Henley, Michelle Rowe, Sybe Jongeling, Stephen Fanning
Alfred Ogle
This paper examines the reliability and efficacy of hotel guest e-mail questionnaire compared to the paper questionnaire in the Asian Pacific context. Conducted inPerth,SingaporeandPenang, cities with mature hospitality and tourism industries and a representation of chain and independent deluxe hotels, this exploratory qualitative study examines hotelier views of e-mail guest communication derived from content analysis of guest questionnaires format and content and in-depth interviews with senior hoteliers. The findings indicated that e-questionnaires manifested as e-mails, as a direct replacement of the paper questionnaire, appear to be premature given divergent hotelier views and shortcomings in e-mail response administration. If properly executed, …
Educational Institutions Offering Hospitality Degrees And Farmers: Is There A Link? A Case Study From Alabama, Abel Alonso
Educational Institutions Offering Hospitality Degrees And Farmers: Is There A Link? A Case Study From Alabama, Abel Alonso
Abel D Alonso
While there appear to be very clear associations between food growers, the hospitality sector, and educational institutions offering hospitality management or related degrees, to date very few studies discuss those links. In particular, little is known of food growers’ perceptions of educational institutions, also in regard to how those institutions could assist farmers. This study seeks to add knowledge to those unresearched areas, learning from a group of 30 Alabama farmers. The findings clearly demonstrate that educational institutions offering hospitality degrees can play several positive roles in assisting farmers, such as in raising awareness about the “local” element of foods …
Using Revealed- And Stated-Preference Customer Choice Models For Making Pricing Decisions In Services: An Illustration From The Hospitality Industry, Leo Macdonald, Chris Anderson, Rohit Verma
Using Revealed- And Stated-Preference Customer Choice Models For Making Pricing Decisions In Services: An Illustration From The Hospitality Industry, Leo Macdonald, Chris Anderson, Rohit Verma
Leo MacDonald
This article presents an overview of discrete choice modeling for making pricing decisions in services. During recent years, discrete choice modeling has emerged as an effective approach for developing analytical models and for estimating relative weights of parameters based on empirical data. For estimation purposes, typically one of two forms of data is used: transactional data captured in databases (revealed-preference data); or primary experimental data (stated-preference data). In this article, we provide detailed illustration of both approaches for pricing decisions for hospitality services. Finally, we discuss the managerial implications of the discrete choice modeling approach described earlier in the article.
Impact Of Facility Damages On Hospital Capacities For Decision Support In Disaster Response Planning For An Earthquake, Jomon Paul, Li Lin
Impact Of Facility Damages On Hospital Capacities For Decision Support In Disaster Response Planning For An Earthquake, Jomon Paul, Li Lin
Jomon Aliyas Paul
Hospitals provide life-saving functions and emergency assistance to communities when disaster strikes. Any damage to hospitals from a disaster, either structural and non-structural, can impair these capabilities. In addition, an inaccurate estimation of the treatment capacities available at hospitals in a disaster-affected region can severely affect the success of emergency relief plans. In this paper, the impact of facility damage on hospital operations is estimated using a generic simulation model. From the simulation results, parametric models are developed for estimating hospitals' capacities and patient waiting times that could be used by emergency response teams in making casualty dispatching/routing decisions.