Business, Enterprise & Management
Permanent URI for this collectionhttps://eresearch.qmu.ac.uk/handle/20.500.12289/5
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Item Twitter Twitter - But who is listening? a review of the current and potential use of Twittering as a tourism marketing tool(Queen Margaret University, 2010) Hay, BrianThis paper investigates the use of twittering as a tourism marketing, tool from the perspectives of destination marketing organisations (DMO), hotels and the consumer. Twittering is a social networking tool and, as with all such tools - especially one that has existed only since 2006 - its use is still evolving. This study had initially two objectives: to review the current use of twitter by DMOs and by hotels, but during the course of the research sufficient information was obtained from both these organisations to add a third objective, the perceived use of twittering by tourists. Using twitter as the survey instrument, in mid 2009 over 400 hotels and DMOs were contacted about their use of twitter as a marketing tool, both now and in the future. The results suggest that because twitter is the new kid on the social networking block and as its development is still evolving, both organisations and consumers are struggling to understand its full potential. Although it remains open as to twitter's effectiveness as marketing tool, two questions still remain - can a organisation be real friend, and the much bigger question - who is actually listening? The paper concludes that twittering provides a voice for the consumer to learn and to share common experiences, and outlines some issues that require further research.Item Behind the Curtain: Guest Suicides in Hotels and Tourist Attractions(2011-02-08) Hay, BrianThere is an unwillingness by managers and owners in the tourism industry to acknowledge that suicides take place on their premises, and this along with the industry's reluctance to recognise that their guests' emotional baggage is not discarded at the entrance to tourism premises, has limited the exploration of suicides in hotels and attractions as a research topic. The aim of this paper is to investigate suicides by tourists at hotels and tourist attractions, with the objectives of: (1) exploring the impact of suicides on housekeeping staff, (2) discussing the management's responses to suicides, and (3) investigating whether design changes to the physical and service environment could prevent suicides. Following a literature review of suicides in both hotels and tourism attractions, a postal survey of housekeeping staff, along with in-depth interviews with their managers in two capital cities was undertaken. The paper concludes that, while some changes could be incorporated in the design of facilities, from a human resources perspective there is a clear need to better understand the impact of suicides on staff both directly and indirectly involved, and that more pre and post suicide staff training and support could be provided. However, because of the anonymity provided by tourism facilities they will always be attractive to those who are intent on committing suicide. The paper concludes by outlining some areas for possible further research, particularly in order to gain a better understanding of the motivation for such acts on tourism premises, and their psychological impact on staff.Item Checking Out: Hotels as Places for the End of Life(2014-02-10) Hay, BrianThis paper explores through an indirect approach why some people chose to die in a hotel rather than at home, in a hospice or a hospital. Through in-depth interviews with hotel managers and junior staff at four luxury city hotels, this issue was explored from the perspective of ordinary people, all of whom had some kind of long-term relationship with the hotel where they died. The hotel staff suggested that the reasons why some people choose to die in a hotel include loneliness, fear and to minimise emotional distress for their friends and relatives. The impact of managing such guests is investigated and shows that, although managers do care about the impact on the reputation of the hotel, they, along with their staff, are very much affected emotionally by these types of deaths. The suggestion emerged from the interviews that, with an ageing population, perhaps in the not-too-distant future the 'hospice hotel' could re-emerge as a tourism product.Item Future Timelines for the Extinction and Adpotion of New Technology in Hotels with Particular Reference to the Future Use of Service and Sexual Service Robots: A Manager's Perspective(2012-02) Hay, BrianHotels have always been quick to adopt emerging technology; last century it was elevators, telephones and television, today it is wi-fi, ipad docks and adult movies. Through two focus groups of hotel managers, three scenarios were explored: the extinction of existing technology in the known future (next 10 years), the adoption of emerging new technology in the foreseeable future (10-20 years) and in the far future (20+ years) the emergence of advance technology, particularly in the provision of robots. The study explored the likelihood of robots providing a more active role in hotels in the future, by undertaking functions such as front office services, but it also investigated possible future use of sexual service robots, and the challenges this will present to hotel managers. The study concluded that service robots in hotels might become common, while the provision of sexual service robots will be a niche market, constrained by the norms of society.