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Articles 1 - 3 of 3
Full-Text Articles in Tourism and Travel
Hospitality Review Volume 31 Issue 2 2013, Fiu Hospitality Review
Hospitality Review Volume 31 Issue 2 2013, Fiu Hospitality Review
Hospitality Review
No abstract provided.
Measuring Hotel Service Quality: Tools For Gaining The Competitive Edge, Robert C. Ford, Susan A. Bach
Measuring Hotel Service Quality: Tools For Gaining The Competitive Edge, Robert C. Ford, Susan A. Bach
Hospitality Review
As the hotel industry grows more competitive, quality guest service becomes an increasingly important part of managers' responsibility measuring the quality of service delivery is facilitated when managers know what types of assessment methods are available to them. The authors present and discuss the following available measurement techniques and describe the situations where they best meet the needs of hotel managers: management observation, employee feedback programs, comment cards, mailed surveys, personal and telephone interviews, focus groups, and mystery shopping.
Teleconferencing Technology: Recent Development And Implications For Hotel Industry, A.J. Singh, Kye-Sung Chon
Teleconferencing Technology: Recent Development And Implications For Hotel Industry, A.J. Singh, Kye-Sung Chon
Hospitality Review
Even though the popularity and usage of teleconferencing is evident primarily outside the lodging industry, lodging operators cannot choose to ifnore the role teleconferencing will play in meeting the changing needs of guests. The authors discuss the factors that spurred the growth of teleconferencing, the opportunities and threats faced by lodging operators, and suggestions for taking advantage of the technology.