title: Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory study

authors: Mohsin, Asad

subjects: customer satisfaction

abstract: Purpose – The aim of the study is to assess the service quality perception of customers of luxury hotels, New Delhi in India and to help the hotel management identify areas that need attention to meet and exceed customer expectations. 

Design/methodology/approach – The study uses a survey and interview technique to accumulate information for analysis using SPSS version 12 and was conducted at different four- and five-star hotels in New Delhi involving hotel guests agreeing to participate. A usable sample of 271 participants resulted with a large majority being male. 

Findings – The importance-performance analysis shows that, for responses relating to front office, room service and in-house cafe/restaurant, the importance score is statistically significant to and higher than the performance rating. Overall, the results indicate significant difference between expectations of the guests and actual experiences, thus highlighting managerial implications. 

Research limitations/implications – The current study cannot claim to be wholly conclusive as it is limited to a small sample size from only one metropolitan city of India and there could be subjectivity in responses. From a practitioner's perspective the study provides an opportunity to recognise, in ranking order, features that are considered important by the guests staying in luxury hotels of New Delhi in India and to identify the areas of disparity in service and product quality. 

Originality/value – It is observed that this is a significant study of service quality in luxury hotels in India; in that sense the study contributes to the literature and provides an opportunity for a comparative study of service quality with other such studies undertaken in different parts of the globe.

text: Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory study Purpose – The aim of the study is to assess the service quality perception of customers of luxury hotels, New Delhi in India and to help the hotel management identify areas that need attention to meet and exceed customer expectations. 

Design/methodology/approach – The study uses a survey and interview technique to accumulate information for analysis using SPSS version 12 and was conducted at different four- and five-star hotels in New Delhi involving hotel guests agreeing to participate. A usable sample of 271 participants resulted with a large majority being male. 

Findings – The importance-performance analysis shows that, for responses relating to front office, room service and in-house cafe/restaurant, the importance score is statistically significant to and higher than the performance rating. Overall, the results indicate significant difference between expectations of the guests and actual experiences, thus highlighting managerial implications. 

Research limitations/implications – The current study cannot claim to be wholly conclusive as it is limited to a small sample size from only one metropolitan city of India and there could be subjectivity in responses. From a practitioner's perspective the study provides an opportunity to recognise, in ranking order, features that are considered important by the guests staying in luxury hotels of New Delhi in India and to identify the areas of disparity in service and product quality. 

Originality/value – It is observed that this is a significant study of service quality in luxury hotels in India; in that sense the study contributes to the literature and provides an opportunity for a comparative study of service quality with other such studies undertaken in different parts of the globe.

year: 2010

title: Choice cuts: With the race for renewables gathering pace, New Zealand has lessons to share for those planning to go greener

authors: Atkins, Martin John

abstract: Renewable electricity will continue to grow in importance as countries green their energy systems but the wider implications of higher levels also needs to be examined so that the various tradeoffs are understood. Energy systems analysis tools, such as EROI are important to inform the debate about which renewable electricity methods should be used, how much and where, and the overall effect on both the economy and the environment.

text: Choice cuts: With the race for renewables gathering pace, New Zealand has lessons to share for those planning to go greener Renewable electricity will continue to grow in importance as countries green their energy systems but the wider implications of higher levels also needs to be examined so that the various tradeoffs are understood. Energy systems analysis tools, such as EROI are important to inform the debate about which renewable electricity methods should be used, how much and where, and the overall effect on both the economy and the environment.

year: 2016

title: Māori tourism geographies: Values, morals and diverse economies

authors: Ringham, Sandra Lee

subjects: Māori tourism

abstract: Māori working in tourism negotiate moral terrains of their own world and those of visiting tourists, all of which are layered with colonial and capitalist values of Aotearoa New Zealand and beyond. We draw on research with Māori tourism providers in the North Island’s central, coastal and northern regions to address the question: How and in what ways do Māori working in tourism (re)construct their places and identities through practising Māori values in Aotearoa New Zealand’s tourism spaces? It is argued, using empirical material from interviews and par­ticipant sensing—a more-than-seeing form of participant observation—that diverse Māori values and practices shape tourism terrains and vice versa. The participants, who work with or for Māori tourism providers, practise and integrate Māori values into their lived geographies, and in doing so challenge dominant understandings of tourism, many of which are based on colonial and capitalist values. In this way, the participants reclaim and perform self-determination within Aotearoa New Zealand’s tourism spaces. This article focuses on two key themes. First, we look back at how past experiences of colonisation shape contemporary tourism. Second, we discuss the diverse and powerful ways Māori values reshape tourism geographies with a view to the potentialities of Māori tourism’s diverse economies.

text: Māori tourism geographies: Values, morals and diverse economies Māori working in tourism negotiate moral terrains of their own world and those of visiting tourists, all of which are layered with colonial and capitalist values of Aotearoa New Zealand and beyond. We draw on research with Māori tourism providers in the North Island’s central, coastal and northern regions to address the question: How and in what ways do Māori working in tourism (re)construct their places and identities through practising Māori values in Aotearoa New Zealand’s tourism spaces? It is argued, using empirical material from interviews and par­ticipant sensing—a more-than-seeing form of participant observation—that diverse Māori values and practices shape tourism terrains and vice versa. The participants, who work with or for Māori tourism providers, practise and integrate Māori values into their lived geographies, and in doing so challenge dominant understandings of tourism, many of which are based on colonial and capitalist values. In this way, the participants reclaim and perform self-determination within Aotearoa New Zealand’s tourism spaces. This article focuses on two key themes. First, we look back at how past experiences of colonisation shape contemporary tourism. Second, we discuss the diverse and powerful ways Māori values reshape tourism geographies with a view to the potentialities of Māori tourism’s diverse economies.

year: 2016