bluuebunny/crossref_metadata_2025_split huggingface dataset:
Perceptions of service quality in North Cyprus hotels
Authors: Nadiri Halil , Hussain Kashif 
Published: January 2007

PurposeDefining and measuring quality service is of importance to providers of hotel services. This study aims to diagnose the applicability of the perceived service quality measurement scale to European customers in a new emerging market which is North Cyprus – because tourism industry in Cyprus has been significantly influenced owing to political instability of the island since 1963 and the year 2004 has been of great importance owing to the 24 April referendum for a peace solution between South and North on the island Cyprus.Design/methodology/approachThe sample of the study consists of the European tourists visiting Northern Cyprus hotels. Non‐probability convenience sampling technique is used to collect the data of survey instruments adopted from Parasuraman et al. SPSS 10.0 for windows was employed for the scale measurement. Descriptive analysis such as means, standard deviation and frequencies are calculated. Regression analysis was employed to observe the causal effect of independent variables to customer satisfaction. Reliability issues are tested and dimensionality of the scale is confirmed through an exploratory factor analysis.FindingsInterestingly, the number of European tourists' arrivals has dramatically increased since the referendum. Apart from assessing the reliability and validity of the perceived service quality measurement scale, the results indicate that the nature of perceived service quality measurement instrument is found to two dimension tangibles and intangibles have for North Cyprus hotel services. The results reveal that tangibles and intangibles exert a significant positive effect on customer satisfaction, and European customers visiting North Cyprus are demanding improved service quality.Research limitations/implicationsThis research has certain limitations: first, the sample in this study is small and is limited to a relatively specific group of tourists (European nationalities) who stayed in North Cyprus hotels. Second, measurement of customer satisfaction was carried out using a single‐item scale and thus it was not possible to estimate its reliability.Originality/valueThe year 2004 has been great importance owing to the 24 April referendum for peace between South and North Cyprus. This study provides reflections of political sensitivity on North Cyprus hotel service quality; North Cyprus is both an island and a virgin market in the Mediterranean where quality of hotels is a significant strategic issue for increasing the competitiveness of the Mediterranean islands in the European tourism market. The study explores service quality in terms of the perceived service quality in the hospitality industry and help practitioners with the real concept of service quality. The results and implications of the future research are discussed in detail.
Understanding the dynamics of the hotel accommodation purchase decision
Authors: Lockyer Tim 
Published: January 2007

PurposeTo investigate the factors that influence the selection of hotel accommodation by guests. Much of the previous research into this topic used a variety of closed and open question surveys.Design/methodology/approachThis research was conducted using four focus groups utilizing a modified nominal group approach. It was found that the use of focus group discussion greatly assisted in producing depth of insight into the research question. TextSmart™, a content analysis software tool, was used for the analysis of the focus group data, which allowed for a visual “Spacial Map” analysis of the discussion.FindingsThe focus group discussion identified four main areas that influence the selection of hotel accommodation, those of: location, price, facilities and cleanliness. There was a much higher awareness of the importance of these factors and how different circumstances influence the selection than anticipated from previous research.Research limitations/implicationsAlthough there are clearly limitations in relation to the number and size of the focus groups, and that the research was only conducted in New Zealand, it does begin to move current research into a new direction.Practical implicationsThis research further explains guest selection, identifying trigger points which indicate areas where practitioners may apply strategic decision making, so that resources can be best utilized.Originality/valueThe use of focus groups to further develop current understanding of the factors influencing the selection of guest accommodation.
Customers' perceptions on the importance of hotel web site dimensions and attributes
Authors: Law Rob , Hsu Cathy H.C. 
Published: January 2007

PurposeHotels at present have largely adopted e‐commerce to achieve different business goals. The existing hospitality literature, however, rarely investigates the importance of specific dimensions and attributes of hotel web sites from the perspective of web site users. In other words, what should be included on their branded hotel web sites remains unknown to hotel managers. This paper aims to report an exploratory study that investigated the perceived importance of dimensions and attributes on hotel web sites from the perspective of travellers.Design/methodology/approachThrough personal interviews with 304 travellers who had previously visited hotel web sites in the past year, the extent to which various hotel web site dimensions and attributes were perceived as important was examined.FindingsEmpirical results indicated that respondents viewed reservation information as the most important dimension, and room rates as the most important attribute. In addition, respondents viewed that the included dimensions and attributes were more important on web sites of up‐scale hotels than on web sites of economy hotels.Research limitations/implicationsA limitation of this research is the non‐random sample used.Originality/valueFindings of this study would benefit hotel managers in better understanding of the preferences of their customers on specific hotel web site dimensions and attributes, and assist hotel managers with the allocation of their efforts on e‐commerce development accordingly.
Factors influencing financial performance of small hotels in Tanzania
Authors: Sharma Amit , Upneja Arun 
Published: January 2007

PurposeThe purpose of this paper was to investigate the factors influencing financial performance of small hotels, particularly in developing countries like Tanzania.Design/methodology/approachThis investigation used financial ratio analysis on business performance data collected from small hotels in Tanzania through face‐to‐face interviews. Currently there is no existing data on such aspects of the hotel industry in Tanzania. As a consequence, Arusha region was selected as the sample for this study due to a significant amount of hospitality industry activity in this area.FindingsFindings of this investigation suggest that operating factors in small hotels such as inefficiencies due to lack of employee training, low investments in fixed assets and technology may be equally responsible for low profitability as are government policies that ignore appropriate emphasis on ensuring safety and security, and quick processing of licenses and permits.Research limitations/implicationsEven though this is one of the few studies that has investigated the profitability of small hotels in a developing country, its findings are based on the analysis of one (even though a prominent) tourist area of East Africa.Practical implicationsNevertheless, findings provide preliminary evidence for professionals and policy makers to critically evaluate factors that would ensure profitability of small hotels in countries such as Tanzania.Originality/valueAs this paper highlights, this is critical because such businesses are locally owned and may truly and positively influence economic development.
Why do hotels outsource? An investigation using asset specificity
Authors: Lamminmaki Dawne 
Published: January 2007

PurposeTo apply Williamson's six dimensional typology of asset specificity as a theoretical framework for appraising the nature of outsourcing activities in hotels.Design/methodology/approachInterviews with senior managers in large hotels.FindingsSite specificity and brand capital appear to be the most pertinent dimensions of asset specificity in the sample investigated. Most observations support the transaction cost economics (TCE) prescription that high asset specificity results in insourcing.Research limitations/implicationsThis study suffers from the normal shortcomings associated with fieldwork based on a limited sample of observations. Rather than attempting to make generalisable assertions, the study provides an exploration of the ways that asset specificity might manifest itself in hotel outsourcing decision making.Practical implicationsAsset specificity represents an important construct that should be considered when considering whether to outsource. It also provides a valuable context when considering the motivations of parties entering into a subcontracting arrangement.Originality/valueNo study applying either the asset specificity notion or the broader TCE theory has been found in the hospitality management literature. Also, there is a lack of prior research concerned with outsourcing in the hotel sector.
Controller: a viable career for hospitality students
Authors: Countryman Cary C. , DeFranco Agnes , Venegas Tanya 
Published: January 2007

PurposeThis study seeks to develop a characteristic and financial profile of controllers in the hospitality industry. It also examines the differences in profiles between female and male controllers, as well as, hotel and club controllers.Design/methodology/approachData was collected as part of a biennium survey of the Hospitality Financial and Technology Professionals (HFTP) membership. The survey collects data on compensation, benefits, job characteristics, and demographics.FindingsOn average, the 2004 projected salary for hospitality controllers is over $80,000. Female controllers get paid less than male controllers and while there are some minor differences between these two groups they may not be enough to explain the disparity in pay. The results of this study also suggest that the hotel industry pays better than the club industry; however, differences in these two segments may explain some of the variation in compensation.Research limitations/implicationsFrom the analysis, it is apparent that being a controller is a viable career path for individuals interested in working in the hospitality industry. Also, controllers have varied responsibilities which include more than just number crunching such as technology and human resources management. However, given the salary difference between female and male controllers, the industry needs to create better pay equity between the genders so that it can attract more females into this career.Originality/valueThis research aims to develop a more comprehensive profile of hospitality controllers and by so doing, help professors, counselors, students, and others be more open to the possibility of being a controller and viewing it as a career path.
Recreating cheers: an analysis of relationship marketing as an effective marketing technique for quick‐service restaurants
Authors: Robinson Camille , Abbott Je'Anna , Shoemaker Stowe 
Published: January 2007

PurposeThis paper reviews brand equity and customer satisfaction as they relate to customer loyalty and relationship marketing in an effort to understand and mitigate some of the challenges facing quick‐service restaurants (QSRs) today.Design/methodology/approachThe authors reviewed over 30 articles on the subjects of brand equity, customer equity, customer satisfaction, customer loyalty, communal relationships, relationship marketing, and pseudo‐relationship marketing, as well as researched and evaluated current marketing techniques used by selected QSRs.FindingsIt is concluded by the authors that customer satisfaction, brand equity, and loyalty are invaluable to the formation of customer loyalty, as is the understanding that customers' relationships with companies need to be treated with the same respect as personal relationships.Practical implicationsCustomer loyalty has been shown to be beneficial to a company, both tangibly and intangibly. Companies are cautioned in their use of relationship marketing techniques used to foster customer loyalty and encouraged to use methods that benefit both themselves and their customers.Originality/valueThis paper analyzes many different factors that affect customer loyalty, as well as discusses how relationship marketing techniques can be utilized by the QSR industry.
Managing a research career
Authors: Bowen John T. 
Published: January 2007

PurposeTo discuss the importance of the research aspect of an academic staff member's career.Design/methodology/approachThe viewpoint draws on the author's own experience as well as a literature review relating to the value of research.FindingsConcludes that research is a point of differentiation and must be managed by the faculty member. Research is the international currency that a faculty members carries with them throughout his/her career.Originality/valueVery little is published about the importance of managing a research career and how to manage one's research career.
Five secrets of successful publication
Authors: Waks Leonard J. 
Published: January 2007

PurposeTo reflect on experience of research and journal publication with the aim of sharing key lessons in preparing and submitting articles for publication.Design/methodology/approachThe viewpoint draws on the author's own career‐long experience as a teacher, researcher and writer.FindingsDraws together a series of lessons to provide guidelines for new researchers on how to write for publication.Originality/valueFew senior academics have captured their own learning and insight on the process of initiating and sustaining a publications profile. Typically new researchers learn by trial and error and the aim here is to share key lessons that might assist them.
Competitor‐focused accounting applied to a hotel context
Authors: Anderson Sharlene , Guilding Chris 
Published: January 2007

PurposeTo explore the nature and potential of competitor‐focused accounting practice (CFA) in a large hotel.Design/methodology/approachUnstructured tape‐recorded interviews ranging from one to one‐and‐a‐half hours' duration were conducted with 21 senior managers representing finance, marketing, hotel operations, casino, and human resource management in a large hotel.FindingsLevels of CFA formalised application appear limited, especially when compared with a widely held managerial perception that significant benefits could derive from applying CFA. The CFA practices noted were conducted in an unstructured and ad hoc manner. The main generic use of CFA is in connection with sensitising staff with respect to competitors’ strengths and also strategy development. The hotel shared occupancy level information with competing hotels.Research limitations/implicationsThe study suffers from all the limitations generally associated with a single company qualitative field study. These limitations include the degree of subjectivity that is invoked when researchers interpret qualitative field study data.Practical implicationsThe paper clarifies the notion of “CFA” and provides an outline of CFA management issues arising in the context of a hotel. An outline is provided of those parts of a hotel operation that are most likely to be more active in CFA, together with empirically informed suggestions with respect to CFA uses in a hotel.Originality/valueThe paper is highly original. Despite the generally accepted importance of strategy development being informed by appropriately conducted competitor analysis, there has been a paucity of research concerned with competitor analysis in the hotel industry.
Linking firm culture and orientation to supply chain success
Authors: Mello John E. , Stank Theodore P. 
Published: January 2007

PurposeTo date research focused on cultural dimensions and the role it plays in supply chain management (SCM) has been limited. Executives interviewed as part of the background investigation for this paper report that until an organization can bring about effective cultural change, SCM will remain an artifact of corporate myth. Prior to driving change, however, more must be known about the dimensions of supply chain oriented culture. Seeks to address this.Design/methodology/approachThis paper develops a framework based upon the culture literature to identify and define critical dimensions of cultural orientation that impact implementation of SCM.FindingsThe framework serves as the basis for research propositions suggesting likely dimensions of supply chain cultural orientation. Propositions also link these dimensions to behaviors that encourage successful SCM.Research limitations/implicationsThe research will enable managers to identify the critical factors upon which to focus resources as they try to drive supply chain change. The research will establish a starting point for researchers interested in enhancing our understanding of the phenomena involved in cultural change.Originality/valueThe research presented in this paper was undertaken to further discussion of the role that cultural orientation plays in the successful implementation of SCM.
Searching for the optimum product service distribution channel
Authors: Nordin Fredrik 
Published: January 2007

PurposeTo provide propositions regarding how product, market, and firm contextual factors influence the appropriate channel structure of product services and to examine organizational actions resulting from maladjusted channel structures.Design/methodology/approachBuilding on previous research, six propositions are presented regarding how the choice of direct/indirect service processes is influenced by contextual factors. A seventh proposition is suggested regarding how maladjusted service channels put pressure on the industrial firm to change the service channel, or to compensate for the maladjustment by taking other measures. Five qualitative case studies conducted at American and European companies from different industries are used to test the seventh proposition.FindingsProvides empirical support for the seventh proposition and illustrates alternatives for how compensation for maladjustments may be carried out.Research limitations/implicationsFurther research is needed into the mechanisms that can compensate for deviations from the appropriate service distribution channel suggested by the propositions put forth in this paper. Statistical generalization of the propositions on the other hand could be achieved through a wide survey.Practical implicationsThe propositions could function as a managerial tool for identifying inappropriate channel structures, and thus also for identifying the need for change.Originality/valueRefines and extends previous theory on the interrelationship between contextual factors and service distribution channels.
The North American third party logistics industry in 2004: the provider CEO perspective
Authors: Lieb Robert , Bentz Brooks A. 
Published: January 2007

PurposeOur annual surveys seek to provide insight into important market dynamics, opportunities and problems in the North American third party logistics (3PL) industry, from the perspective of the chief executive officers (CEOs) of major logistics service companies. The information generated is not only useful to managers considering using such services, but also to provider CEOs to facilitate industry benchmarking.Design/methodology/approachFor the past decade, that insight has been sought by conducting annual surveys of the CEOs of many of the largest 3PL companies serving North America.FindingsThe CEOs projected substantial revenue growth in the North American 3PL marketplace over the next three years. Their companies are becoming increasingly customer selective, and aggressively selling along customer supply chains. They are increasingly focusing attention on the possible large‐scale adoption of RFID technology in the industry, and seeking ways to overcome industry pricing pressures.Research limitations/implicationsThis survey focused on the largest 3PL companies operating in North America. However, many small‐medium size companies now participate in that market, and little work has been done to document developments in that sector of the industry. Further, little research has been conducted concerning the provision and use of 3PL services in other geographies.Practical implicationsAs previously noted, the findings not only give insight into the industry for those considering the use of 3PL services, but also give provider CEO a means of benchmarking their companies against industry averages.Originality/valueData generated in this survey provide a basis for comparison with that generated in our previous annual surveys, and an understanding of current 3PL market conditions.
Supplying on a modular basis: an examination of strategic issues
Authors: Doran Desmond 
Published: January 2007

PurposeThe purpose of the paper is to explore the strategic issues associated with the implementation and subsequent development of modular supply chains within the automotive sector.Design/methodology/approachGiven the exploratory nature of this research a case study approach was adopted analysing key suppliers within a single developing modular supply chain. The key approach to the topic was to examine strategic operations management literature in order to determine the operational impact associated with the move from traditional supply chains to supplying on a modular basis.FindingsThe findings indicate that moving from the traditional approach to supplying parts to a modular approach requires suppliers to consider how they can develop their individual module offerings and to determine what operations do not add value to a modular offering and as a consequence can be transferred to downstream suppliers.Research limitations/implicationsGiven the exploratory nature of this research and its sectoral specificity one should not view the findings as applicable to other supply chains in the process of developing modular offerings. This said, the findings do correlate with earlier research which indicated that value‐transfer activity within modular supply chains is a key characteristic associated with developing supply chains (Doran, 2004)Practical implicationsIn terms of practical applications, the findings demonstrate that modular activity requires the reorganisation of value‐creating activities and also requires those suppliers close to the OEM to strategically position themselves to configure their operations to accommodate the growing modular paradigm.Originality/valueThe paper explores supply chain modularization which is a fairly under‐researched area supply chain management and as such this paper provides insights into this emerging area. The originality is also evident in the approach and focus of the paper (that is examining the three key suppliers within a single automotive supply chain).