Global Cases on Hospitality Industry

Transcription

1 Global Cases on Hospitality Industry Vinnie Jauhari Editor 1 = The Haworth Press ~ Taylor &. Francis Group y New York and London

2 CONTENTS About the Editor / / (, Q^J xvii Contributors Preface Acknowledgments xix xxv xxvii Chapter 1. Culture and Its Impact on International Service Management: Exploring Global Consumers' Different Service Perceptions and Preferences in the International Hospitality Industry 1 Kyuho Lee Maryam Khan '. Problem Settings Purpose of the Study Research Method The Relationship between Culture and International Service Management The Relationship between Service Preferences and Culture Conclusion and Discussion Chapter 2. Effectiveness of Price Discount Levels and Formats in Service Industries, Hsin-Hui "Sunny" Hu, H. G. Parsa - Maryam Khan Price Promotions Service Price Promotions Price Promotion Frames Depth of Price Reduction Methodology Results and Discussions Hospitality Industry versus Nonhospitality Industry Conclusions Limitations

3 Chapter 3. Leisure: Meaning and Impact on Travel Behavior 37 Umashankar Venkatesh Introduction 37 Travel As an Expression of Leisure Behavior 39 The Economic Impact of Leisure Tourism 40 Meaning of Leisure and Its Impact on Consumer Behavior 41 Determinants of Leisure and Consequences for Tourism 43 Tourist Buying Decision Process 49 Conclusion 51 Chapter 4. The Bed-and-Breakfast Experience: An Analysis of Hosts' and Guests' Expectations 55 Danielle Felix Sue Broad Maureen Griffiths Introduction 55 Literature Review 56 Methodology 59 Results and Discussion 62 Expectations 66 Conclusions and Recommendations 73 Chapter 5. Searching for Critical Success Factors: A Dimension-Specific Assessment of Service Quality and Its Relationship with Customer Satisfaction and Behavioral Intentions in Fast-Food Restaurants 79 Sanjay K. Jain Service Quality, Customer Satisfaction, and Behavioral Consequences: The Conceptual Framework 81 Service Quality, Customer Satisfaction, and Behavioral Intentions: The Linkage 85 Methodology 87 Study Findings and Discussions 91 Managerial Implications, Study Limitations, and Directions for Future Research 106

4 Chapter 6. Experience-Based Category Expectations in Service Quality Research and Management 117 Henk Roest Consumer Expectations 119 Will Expectations. 119 Should Expectations 120 Conceptualization on Consumer Expectations 122 Service Categorization and Experience-Based Expectations 124 Measuring Experience-Based Category Expectations 126 Experience-Based Expectations Per Category 130 Conclusions and Managerial Implications 130 Chapter 7. The Influence of Empowerment on Organizational Success: A Case Study on Flight Centre 141 Jiaolan Bowden Andrew Martin Introduction 141 The Conceptual and Theoretical Frameworks of Empowerment 143 The Service and Travel Industry Context 151 Flight Centre: The Company Background 152 Empowerment in Flight Centre 155 Discussions and Conclusions 169 Chapter 8. A Macroanalysis of Labor Productivity As a Value Driver in the Lodging Industry 179 Prakash K. Chathoth Michael D. Olsen Introduction _ 179 Definition of Productivity 180 Labor Productivity As a Value Driver 181 Research Questions 182 Data Analysis and Results 183 Discussion and Future Research 189 Limitations and Conclusions 192

5 Chapter 9. Human Resources Initiatives in Designing and Developing Value-Delivery Systems in the Hospitality Industry 197 Shveta Singh Vijayshri Tewari Introduction 197 Why Consider Customers' Perspectives? 198 The Nature of Work and Skills in Hospitality 199 Strategic Issues 202 Deskilling Within the Hospitality Workplace 207 Human Resources Initiatives in the Designing and Development of Value-Delivery Systems > in the Hospitality Industry 208 The Labor Environment 215 Conclusion 216 Chapter 10. Emotional Labor Among the Frontline Employees of the Hotel Industry in India 221 Sajith K. Augustine Binoy Joseph Introduction 221 The Service Context 223 Literature Review 223 Service Acting 224 Consequences of Emotional Labor 226 Emotional Labor Framework 229 Emotive Dissonance and Emotive Effort 231 Research Methods 232 Measures 233 Results 234 Discussion 237 Recommendations for Further Research 240 Chapter 11. Understanding the Impact of Situational Components in Hospitality Retailing: The Case of Irish Theme Pubs 245 Barry O 'Mahony John Hall Wayne Binney Introduction and Research Tradition 245 Research Orientation 247

6 Components of the Hoffman and Turley Model 248 Methodology 250 Analysis and Results 253 Invisible Organization and Systems 254 Implications 260./ Chapter 12. Internationalization of Services: The Global Impact of U.S. Franchise Restaurants 265 Mahmood A. Khan Introduction Methodology Basic Concepts Basic Franchisor Services and Their Global Impact Franchising and Marketing Mix Quality Dimensions for Services Provided by Restaurant Franchises Global Impacts of Franchising Conclusion Chapter 13. The Strategic Behavior of German Tour Operators in Croatia Nadine Sulkowski Angela Roper Introduction Rationale and Objectives Issues in Managing German Package Tours to Croatia Previous Research into the European Tour Operating Industry Methodology, Findings Discussion Conclusions and Further Research Appendix 13.A. Previous Research into the Package Holiday Industry Appendix 13.B. Primary Research Findings on the Demand-and-Supply Issues of Managing Package Tours to Croatia Appendix 13.C. Value Chain Activities of the Four Sample Firms

7 Chapter 14. Working Capital in Hospitality Sector: A Case of Maruti Hotels 343 Vinayshil Gautam Chapter 15. Entrepreneurship in Indian Hotel Industry: Financial and Strategic Perspective 353 Vinnie Jauhari Introduction 353 Hotel Industry in India 354 The Modern Indian Hotel Industry 355 Market Leaders in Indian Hotel Industry 356 Strategic Perspective 360 Challenges for Becoming National/International Brands 361 Liquidity Analysis 362 Interest Coverage Capacity of Indian Hotels 368 Profitability 373 Marketing Orientation of Firms in the Hotel Industry in India 378 Conclusions and Recommendations 378 Appendix A. Sales of Select Indian Hotels for the Year Appendix B. Interest Coverage for Select Indian Hotels for the Year , 384 Chapter 16. Hospitality and Tourism: International Industries Experiencing Common Problems 389 Hadyn Ingram Introduction, 389 International Tourism Planning 389 The Development and Operation of Hotels 391 Europe and the Single Market 393 Planning Issues and Techniques 395 Service Improvement 397 Finance and Performance 399 The Psychology of Management 401 Summary 403 Appendix A. Editor's Summary Table and Thematic Relationship Diagram 404 Appendix 16.B. Service Performance and Competitiveness 406

8 Chapter 17. The Heritage Tourism of George Town, Penang: Setting the Right Tourism Culture 411 Azizi Bahauddin Aldrin Abdullah Badaruddin Mohamed Introduction 411 History of Malaysia and the Western Powers 411 Objectives 412 Methodology 413 Penang 413 Heritage Tourism in Penang 415 Heritage Routes in George Town 420 Issues 424 Initiatives and Measures 431 Lessons Learned 433 Managing Tourism in George Town 435 Conclusion 437 Chapter 18. Effects of Tourism Development on the Local Poor People: A Case Study in Taibai Region China 443 B. Zeng R. W. Carter T. De Lacy Johannes Bauer Introduction 443 Case Study Area 444 Survey Methods 446 Results 446 Discussion / 457 Chapter 19. Barriers to Hotel Chain Development in China 461 Ray Pine Pingshu Qi Introduction 461 Methodology 462 Findings 464 Conclusions and Recommendations 470 Appendix 19.A. Interview Questions 471

9 Chapter 20. Employee Behavioral Intentions Toward Adoption of Information and Communication Technology 477 Terry Lam Vincent Cho Tom Baum Introduction 477 Literature Review 478 Methodology 480 Findings and Discussion 481 Conclusion and Implications 484 Chapter 21. Improving the Effectiveness of Hotel Loyalty Programs through Data Mining 487 Vishnuprasad Nagadevara Introduction 487 Artificial Neural Networks 490 Data 491 Profile of the Members 492 Results 492 Conclusion 498 Chapter 22. Performance Evaluation of Worldwide Hotel Industry Using the Data Envelopment Analysis 501 Jodo C. Neves Sofia Lourenco Introduction 501 Literature Review 502 Methodology and Research Design 506 Results from the Empirical Study 510 Comparison Between DEA and Ratio Analysis 515 Conclusions 517 Appendix 22.A. Efficient Peers in the Three-Year Period Study 519 Chapter 23. Ethics in the Hospitality Industry: An Applied Model 523 Randall S. Upchurch Introduction 523 Need for the Study 524

10 Purpose of Study. 525 Questionnaire Administration 525 Climate Foundation and Referent Description 526 Research Questions and Hypotheses 527 Research Findings: Demographic Findings 527 Application of Ethics Research Outcomes: A Proposed Model 531 Conclusion 534 Chapter 24. The Ethical Challenges of Managing Pilgrimages to the Holy Land 537 Stephen R. Sizer Introduction 537 The Detrimental Impact of Religious Tourism to Israel and the Occupied Territories 538 Types of Protestant Pilgrimages 539 Categories of Holy Land Tour Operators 540 Consequences for the Indigenous Palestinians 541 Deficiencies Inherent in Most Protestant Pilgrimages 541 The Ethical Issues Encountered in Promoting Responsible Tourism to the Holy Land 543 Responsible Pilgrimages: Some Proposals 546 Key Questions for Discussion 547 Chapter 25. State of Practice of Ethics in the Hotel Industry in India: Some Conclusions 551 Umashankar Venkatesh Introduction The Indian Hotel Sector How Management Style and Operational Nature Contributes to Unethical Practices The Growth Imperatives for the Indian Hotel Sector The Stakeholders Areas in Which Unethical Practices Are More Evident Chapter 26. Work Values of Chinese Food-Service Managers Chak-Keung Simon Wong Kam-Ho Manson Chung Introduction Objectives

11 Concepts of Work Values 570 Methodology 573 Results and Discussion 574 Conclusions and Recommendations 584 Index 589