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Hospitality Administration and Management Commons™
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Articles 1 - 30 of 52
Full-Text Articles in Hospitality Administration and Management
Increasing The Acceptance Of Cultivated Meat, Mark Chong
Increasing The Acceptance Of Cultivated Meat, Mark Chong
Asian Management Insights
Factors to consider when designing communication strategies for diverse nations.
How The Fast Food Industry Can Protect Its Lunch (And Eat It Too), Xuesong Geng, Andrew Chin, Andrew Chen
How The Fast Food Industry Can Protect Its Lunch (And Eat It Too), Xuesong Geng, Andrew Chin, Andrew Chen
Asian Management Insights
The digital transformation of the industry.
China: The Next Big Market For Soft-Branded Hotels?, Elisa Ka-Yan Chan
China: The Next Big Market For Soft-Branded Hotels?, Elisa Ka-Yan Chan
Perspectives@SMU
A wave of deal-making in China’s hotel investment sector is expected to encourage more independent hotels to rebrand as chain affiliates
Comparison Of The Mental Burden On Nursing Care Providers With And Without Mat-Type Sleep State Sensors At A Nursing Home In Tokyo, Japan: Quasi-Experimental Study, Sakiko Itoh, Hwee-Pink Tan, Kenichi Kudo, Yasuko Ogata
Comparison Of The Mental Burden On Nursing Care Providers With And Without Mat-Type Sleep State Sensors At A Nursing Home In Tokyo, Japan: Quasi-Experimental Study, Sakiko Itoh, Hwee-Pink Tan, Kenichi Kudo, Yasuko Ogata
Research Collection School Of Computing and Information Systems
Background: Increasing need for nursing care has led to the increased burden on formal caregivers, with those in nursing homes having to deal with exhausting labor. Although research activities on the use of internet of things devices to support nursing care for older adults exist, there is limited evidence on the effectiveness of these interventions among formal caregivers in nursing homes. Objective: This study aims to investigate whether mat-type sleep state sensors for supporting nursing care can reduce the mental burden of formal caregivers in a nursing home. Methods: This was a quasi-experimental study at a nursing home in Tokyo, …
Divide And Conquer: A Hygienic, Efficient, And Reliable Assembly-Line For Housekeeping, Xiao Alison Chen, Rowan Wang, Jianghua Zhang
Divide And Conquer: A Hygienic, Efficient, And Reliable Assembly-Line For Housekeeping, Xiao Alison Chen, Rowan Wang, Jianghua Zhang
Research Collection Lee Kong Chian School Of Business
Problem definition: This work focuses on the hotel housekeeping process. In a field study, a possible channel of disease transmission between consecutive guests in hotel rooms is revealed. In order to prevent the transmission, an innovative assembly-line housekeeping method is developed. Academic/practical relevance: The transmission of infectious diseases during hotel stays (e.g., by touching unclean towels or bed linens) has been reported globally. Under the current COVID-19 pandemic, having contact with saliva or mucus left by an infected person could cause infection. The standard housekeeping process used by the majority of hotels leaves a channel for new towels and bed …
#Thirsty4change: Bubble Tea, Coding And Data Visualisation, Singapore Management University
#Thirsty4change: Bubble Tea, Coding And Data Visualisation, Singapore Management University
Social Space
In our introductory article to #Thirsty4Change, we met Ishan and Elyza, undergrads of Singapore Management University who have teamed up with LASALLE College of the Arts students to explore design interventions to bring about a more sustainable-looking future for bubble tea packaging and consumption. Throughout six weeks of workshops, the students embarked on data collection, and learned more about coding and data visualisation.
#Thirsty4change: Bubble Tea Goes Sustainable, Singapore Management University
#Thirsty4change: Bubble Tea Goes Sustainable, Singapore Management University
Social Space
The global bubble tea market was valued at US$1.96 billion in 2016 and is projected to reach US$3.21 billion by 2023. However, the bubble tea craze comes as a heavy price to the environment. Since plastic cups and straws—used to contain and consume the drinks—are non-biodegradable, most of these end up in oceans and cause severe harm to animals that mistake the plastic for food. Used bubble tea cups also cannot be placed into “Plastics”-designated recycling bins as they contain too much liquid and leftover “pearls”, usually made of tapioca. To date, there have been efforts to address bubble-tea-related waste, …
Customer Satisfaction Index Of Singapore 2019: Full Year Overview, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2019: Full Year Overview, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2019. Singapore’s 2019 national score was computed using the data collected during these four quarters.
Customer Satisfaction Index Of Singapore 2019: Q3 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2019: Q3 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. This is the CSISG’s 13th year of measurement.
Handmade With Love, Anna Lim
Handmade With Love, Anna Lim
Research Collection Institute of Service Excellence
Anna Lim of The Soup Spoon discusses the importance of investing in staff engagement and keeping true to your brand DNA.
Service For Millenials, Joan Chang
Service For Millenials, Joan Chang
Research Collection Institute of Service Excellence
Joan Chang of Lloyd’s Inn relates the importance of branding for a younger audience and the changing landscape of service in boutique hospitality.
Repackaging Convenience, Min Ling Leow
Repackaging Convenience, Min Ling Leow
Research Collection Institute of Service Excellence
Leow Min Ling of Anthony The Spice Maker reflects on updating her family business to preserve Singapore’s traditional flavours.
Scaling For The Masses, Junting Ang
Scaling For The Masses, Junting Ang
Research Collection Institute of Service Excellence
Ang Junting of Hai Sia Seafood traces the journey of updating a traditional business in a demanding trade to attract and retain talent.
Customer Satisfaction Index Of Singapore 2018: Full Year Overview, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2018: Full Year Overview, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2018. Singapore’s 2018 national score was computed using the data collected during these four quarters.
Paris Baguette: A Korean's Brand Success In France, Singapore Management University
Paris Baguette: A Korean's Brand Success In France, Singapore Management University
Asian Management Insights
it’s official–the bakery chain makes a classic French food item better than the French.
The Impact Of Camaderie On Customer Satisfaction And Loyalty In The Hotel Industry, Huiping Josephine Tan
The Impact Of Camaderie On Customer Satisfaction And Loyalty In The Hotel Industry, Huiping Josephine Tan
Dissertations and Theses Collection (Open Access)
In the hotel industry, the relationship between customer satisfaction and loyalty has always been ambiguous, as a satisfied hotel guest may not necessarily be loyal. Loyalty is of greater interest to the hotel industry as it translates to more business opportunities. The primary purpose of this study is to investigate how camaraderie and emotional customer satisfaction can predict potential service loyalty. Empirical tests of the relationship between camaraderie, emotional satisfaction and loyalty had never been conducted before in the hotel industry. The findings of this research suggest that camaraderie has a direct and significant relationship to the four phases of …
Customer Satisfaction Index Of Singapore 2018: Q3 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2018: Q3 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. This is the CSISG’s twelfth year of measurement.
Building A Successful F&B Franchise, Singapore Management University
Building A Successful F&B Franchise, Singapore Management University
Perspectives@SMU
The right consumer value proposition and franchisor-franchisee relationship are key
Pursuing Quality, Zara Salahuddin, Arif Salahuddin
Pursuing Quality, Zara Salahuddin, Arif Salahuddin
Research Collection Institute of Service Excellence
Zara and Arif Salahuddin of Bismillah Biryani exchange views on growing a family business and prioritising product quality.
Building A Better Business With Retention Policies, Richard Huggins
Building A Better Business With Retention Policies, Richard Huggins
Research Collection Institute of Service Excellence
Richard Huggins of Rabbit Carrot Gun comments on Singapore’s manpower challenges and his radical solutions
Investing In Service, Andre Huber
Investing In Service, Andre Huber
Research Collection Institute of Service Excellence
Andre Huber of Huber’s Butchery looks at how family values have formed a cornerstone of their service vision.
Inventive Solutions, Alson Teo
Inventive Solutions, Alson Teo
Research Collection Institute of Service Excellence
Alson Teo of Stamfles International reflects on inventing the iKook and why automation is essential to scale.
Reframing Dining, Hsin Yao Cheng
Reframing Dining, Hsin Yao Cheng
Research Collection Institute of Service Excellence
Cheng Hsin Yao of Picnic explains how he has future-proofed his latest restaurant with technology and design.
Customer Satisfaction Index Of Singapore 2017: Full Year Overview, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2017: Full Year Overview, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2017. Singapore’s 2017 national score was computed using the data collected during these four quarters.
Customer Satisfaction Index Of Singapore 2017: Q3 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2017: Q3 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. This is the CSISG’s eleventh year of measurement.
It Takes Two, Faye Sit, Ernest Ting
It Takes Two, Faye Sit, Ernest Ting
Research Collection Institute of Service Excellence
Faye Sit and Ernest Ting of Hook Coffee contemplate Singapore’s service standards and if the Singapore market is ready for better service.
The Future Of Local Food, Eng Su Lee
The Future Of Local Food, Eng Su Lee
Research Collection Institute of Service Excellence
Restaurateurs Lee Eng Su and Lee Chan Wai share their views on Singapore’s hawker food culture and how they want to change Singapore’s food industry.
Elemental Connections, Silas Lee
Elemental Connections, Silas Lee
Research Collection Institute of Service Excellence
Silas Lee, Founder of COO Boutique Hostel, weighs in on the role of technology in customer service and how face-to-face relationships trump all.
Customer Satisfaction Index Of Singapore 2016: Full Year Overview, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2016: Full Year Overview, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2016. Singapore’s 2016 national score was computed using the data collected during these four quarters.
Customer Satisfaction Index Of Singapore 2016: Q3 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2016: Q3 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. This is the CSISG’s tenth year of measurement.