Business Commons^™

How Do National Employment Policies Influence Human Resource Practices? A Comparative Study Of The Integrated Resort And Hotel Industry In Macau And Singapore, Poh Chong Danny Ng

Theses: Doctorates and Masters

Asia’s growth in prominence over the last decade is a phenomenon that has seen some governments and international financial institutions defining the twenty-first century as the Asian Century, in which Asia will be the focus of economic growth (Kohli, Sharma & Sood, 2011). The wealth in the major economies of Asia will see an increase in a dominant middle-income group, with strong spending power not only in terms of lifestyle domestically, but also internationally. This group’s quest for the finer things in life will transform the hospitality industry in countries such as Singapore and Macau: both are international metropolises with …

A Consumer-Based Brand Equity Model For The Luxury And Upscale Hotel Sector, Hairong Shan

Theses: Doctorates and Masters

Luxury and upscale hotels, in common with businesses in other service industries and more broadly, seek to develop a strong brand that will contribute to a long-term competitive advantage. However, research on consumer-based brand equity in luxury and upscale hotels is limited. Therefore, the current research, based on fundamental theories of brand equity development established in the packaged goods and the service industries including hotels, has developed a consumer-based brand equity model for the luxury and upscale hotel sector.

A mixed methods research design was employed. A qualitative study was first conducted using focus groups with the data being content …

Customer Relationship Management (Crm) Of Hotels In The Context Of Variety-Seeking Behaviour (Vsb), Maduka Udunuwara

Theses: Doctorates and Masters

This study combined two significant areas in marketing, customer relationship management (CRM) and variety-seeking behaviour (VSB), which are paradoxical constructs due to their contradictory intentions. While organisations implement various customer relationship management practices with an intention of retaining customers and generating loyalty, a preference for variety-seeking behaviour can make customers switch. This study investigated the impact of variety-seeking behaviour on generating outcomes of customer relationship management practices in the hotel context, by focusing exclusively on leisure travellers.

Even though customer relationship management is widely adopted in the hotel domain, much of its discussions are on implementation related aspects, rather than …

The Hotel Guest Questionnaire: An Assessment Of Its Role As A Service Encounter Interface, Alfred W. Ogle

Theses: Doctorates and Masters

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 …

Delayed Discharges From An Adult Intensive Care Unit (Icu), Teresa Williams

Theses: Doctorates and Masters

Introduction - Maximising efficient and effective use of resources without compromising quality of care is essential in the current healthcare climate. Intensive care unit services are one of the most resource intensive and therefore expensive services within a hospital. Because intensive care unit services comprise a significant portion of hospital costs and resources, appropriate utilisation of intensive care units is imperative. The occurrence of delayed discharges and the reason for the delays is important as they impact on the efficiency and effectiveness of intensive care unit services. Patients who no longer need intensive care unit care block beds for impending …

How Green Is Your Hotel? : An Examination Of Environmentally Friendly Practices Of The Phuket Hotel Industry, Aungkan Thongkao

Theses: Doctorates and Masters

The global hospitality industry is currently facing many challenges from the external business environment. These include the effects of global recession, a downturn in overall trade and an increased demand for service excellence from a much more quality conscious clientele. A more recent challenge, however, relates to an increase in global awareness of environmental issues. Contemporary consumers require goods and services to be produced, or delivered, in environmentally friendly ways. As a result, managers are being forced to reconsider their business strategies and activities. Indeed a wide range of industries has already responded to consumers' dictates on conservation issues. It …

Cross-Cultural Pragmatics: Politeness For The Customer In Spoken Aspects Of Service In The Restaurant In Australian English And Japanese, Chieko Imaeda

Theses: Doctorates and Masters

In listening to members of different cultures, it is possible to feel bad, even while recognising that the speaker is trying to speak politely. Sometimes we do not feel very comfortable with someone else’s speech, even though their expressions might be very polite with the choice of specific linguistic forms to show a high level of formality such as terms of address and specific types of formulaic expression such as ' I (don 't) think ... ' or ' I (don't) believe' . The speaker may be intending to speak politely in a considerate way. But the hearer's reaction may …