Repository logo
 

Business, Enterprise & Management

Permanent URI for this collectionhttps://eresearch.qmu.ac.uk/handle/20.500.12289/5

Browse

End date: 2026Subject: search.filters.subject.Hotels

Search Results

Now showing 1 - 6 of 6
  • Thumbnail Image
    Item
    A novel approach to consumer loyalty: A case study of hospitality service organisations among Generation X and Y
    (Inderscience, 2024-02-05) Leong, Mei Kei; Chaichi, Kamelia
    Consumer loyalty is considered one of the significant factors that affect market growth and consumer behaviour. Regardless of the numerous studies on customer loyalty, the authors found no empirical study that elaborates on the importance of customer loyalty across generations. The majority of previous studies have proposed customer engagement and customer involvement as one construct in predicting customer loyalty. Thus, the current research tries to fill this gap in the literature by proposing a new model of customer loyalty blends multidimensional consumer involvement as predictors, multidimensional consumer online engagement as a mediator, and finally the moderating role of different generations (X and Y) in the hospitality services context. Present research collected (N = 390) data from Malaysia hospitality service organisations and the data were analysed using structural equation modelling. The results approve all the direct relationships as well as the moderating effect of generation generations X and Y. Moreover, the results confirm the mediating role of consumer online engagement among consumer involvement dimensions and consumer loyalty. The current study highlights significant implications to facilitate and increase consumer loyalty in the hospitality services context, especially in the airline, and hotel industries.
  • Thumbnail Image
    Item
    Business internet use in small, family owned and managed hotels in Scotland
    (Inderscience, 2020-02-05) Fyfe, Jo; Seaman, Claire; Bent, Richard
    Tourism and thus hospitality is a key strategic priority for the Scottish Government which in many communities is still highly dependent on small, family owned and managed hotels. This exploratory study is designed to initiate dialogue and to explore the complexity of the operating environment and perceived business support needs in the ever-more complex and dynamic e-environment. The development of the internet has altered the manner in which the hospitality industry operates; offering global marketing opportunities, open-source review sites and perhaps crucially the opportunity to interact with and sell directly to the consumer. Results indicate that the positive aspects of the internet were perceived to outweigh the disadvantages; however, the learning challenges identified were primarily around the effective management of on-line resources and global reputation. The vital role of small family owned and managed hotels in the development of a coherent tourism offering for Scotland is acknowledged here and can be additionally allied to geography. There are areas in Scotland, and indeed much of the world, that draw tourists yet are not sufficiently populous to host hotel chains or even specialist boutique hotels. In part, the reason tourists are drawn to those areas is precisely their relatively undeveloped nature, yet this creates a challenge for business learning within small independent hotels.
  • Thumbnail Image
    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, Brian
    This 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.
  • Thumbnail Image
    Item
    Behind the Curtain: Guest Suicides in Hotels and Tourist Attractions
    (2011-02-08) Hay, Brian
    There 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.
  • Thumbnail Image
    Item
    Checking Out: Hotels as Places for the End of Life
    (2014-02-10) Hay, Brian
    This 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.
  • Thumbnail Image
    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, Brian
    Hotels 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.