title: Hotel Loyalty

authors: Lockyer, Tim

subjects: loyalty programmes

abstract: This study focused on the crucial impact of loyalty programmes offered by hotels as a way to enhance repeat business. The study collected data using self-administered surveys completed by domestic hotel guests in New Zealand (i.e. residents who lived in New Zealand at the time of the study) who had stayed more than once in a particular hotel (as an indication of loyalty) over a three year time frame. Data collected from the survey were analyzed using both regression and structural equation modelling.  Results indicated that loyalty programmes have a significant impact before, during and after the service encounter. First, loyalty programmes before the service encounter had a significant positive impact on guest loyalty. Second, loyalty programmes during the service encounter had a significant positive impact on guest satisfaction, and third, loyalty programmes after the service encounter had a significant positive impact on guest affective and continuance commitment. Results from the survey showed that loyalty programmes have a significant impact on guest loyalty, more than staff loyalty and staff interaction, but guest satisfaction and guest affective commitment had more significant impact on guest loyalty than loyalty programmes.  The contribution of this study is that it generates an improvement over the current knowledge in the field of services marketing by explaining the significant impact of loyalty programmes on hotel guests in the hotel sector. Loyalty programmes (during the service encounter) have more significant impact on guest satisfaction than staff interaction, and guest appreciate having a hassle-free stay. Also, satisfaction and commitment should be realised before a sense of loyalty develops and it is the sense of loyalty which further drives guests to initiate the decision to become members of a hotel loyalty programme, although the study asserted the significant impact of loyalty programmes on guest loyalty. The second contribution of the study is that it found different guests tend to join hotel loyalty programmes for different reasons. For example, males look for better service, special treatment and collecting points, while females look mainly for price incentives and experiencing a unique stay.

text: Hotel Loyalty This study focused on the crucial impact of loyalty programmes offered by hotels as a way to enhance repeat business. The study collected data using self-administered surveys completed by domestic hotel guests in New Zealand (i.e. residents who lived in New Zealand at the time of the study) who had stayed more than once in a particular hotel (as an indication of loyalty) over a three year time frame. Data collected from the survey were analyzed using both regression and structural equation modelling.  Results indicated that loyalty programmes have a significant impact before, during and after the service encounter. First, loyalty programmes before the service encounter had a significant positive impact on guest loyalty. Second, loyalty programmes during the service encounter had a significant positive impact on guest satisfaction, and third, loyalty programmes after the service encounter had a significant positive impact on guest affective and continuance commitment. Results from the survey showed that loyalty programmes have a significant impact on guest loyalty, more than staff loyalty and staff interaction, but guest satisfaction and guest affective commitment had more significant impact on guest loyalty than loyalty programmes.  The contribution of this study is that it generates an improvement over the current knowledge in the field of services marketing by explaining the significant impact of loyalty programmes on hotel guests in the hotel sector. Loyalty programmes (during the service encounter) have more significant impact on guest satisfaction than staff interaction, and guest appreciate having a hassle-free stay. Also, satisfaction and commitment should be realised before a sense of loyalty develops and it is the sense of loyalty which further drives guests to initiate the decision to become members of a hotel loyalty programme, although the study asserted the significant impact of loyalty programmes on guest loyalty. The second contribution of the study is that it found different guests tend to join hotel loyalty programmes for different reasons. For example, males look for better service, special treatment and collecting points, while females look mainly for price incentives and experiencing a unique stay.

year: 2013

title: A water quality model for Lake Tikitapu

authors: McBride, Chris G.

abstract: Lake Tikitapu is a small lake in the Rotorua Te Arawa Lakes region which is extensively used for recreation and sporting events, and is of cultural significance to Iwi (Te Arawa). It is an attractive and popular lake with oligotrophic-mesotrophic water quality. Tikitapu's target Trophic Level Index (TLI; Burns 1999) is 2.7, whereas a TLI of approximately 3 was observed between 2000 and 2010. An Action Plan has been established for Lake Tikitapu (BoPRC 2011) and the proposed actions have now been completed (as at 2015), including the reticulation of the lakeside wastewater systems.
This report describes the establishment of a one-dimensional hydrodynamic-ecological computer water quality model (DYRESM-CAEDYM) for Lake Tikitapu. The modelling process includes calculations for catchment and lake water balances, as well as estimation of nutrient loads to the lake. The simulation period spans from 2001 to 2010. The model has been calibrated and validated, and model performance is acceptable relative to other DYRESM-CAEDYM lake applications documented in the literature.
The established model can be used for simulating scenarios of lake management actions, and can be considered a 'decision support tool'. Initial simulations are presented for increased diffusion of silica from lake sediments (C. Hendy, pers. comm.), and for reticulation of lakeside wastewater systems. Septic systems comprise a large fraction of estimated annual nutrient loads, particularly for phosphorus. As such, simulation of the removal of septic tank nutrient loads indicated that this action alone may be sufficient to meet the TLI target for the lake.

text: A water quality model for Lake Tikitapu Lake Tikitapu is a small lake in the Rotorua Te Arawa Lakes region which is extensively used for recreation and sporting events, and is of cultural significance to Iwi (Te Arawa). It is an attractive and popular lake with oligotrophic-mesotrophic water quality. Tikitapu's target Trophic Level Index (TLI; Burns 1999) is 2.7, whereas a TLI of approximately 3 was observed between 2000 and 2010. An Action Plan has been established for Lake Tikitapu (BoPRC 2011) and the proposed actions have now been completed (as at 2015), including the reticulation of the lakeside wastewater systems.
This report describes the establishment of a one-dimensional hydrodynamic-ecological computer water quality model (DYRESM-CAEDYM) for Lake Tikitapu. The modelling process includes calculations for catchment and lake water balances, as well as estimation of nutrient loads to the lake. The simulation period spans from 2001 to 2010. The model has been calibrated and validated, and model performance is acceptable relative to other DYRESM-CAEDYM lake applications documented in the literature.
The established model can be used for simulating scenarios of lake management actions, and can be considered a 'decision support tool'. Initial simulations are presented for increased diffusion of silica from lake sediments (C. Hendy, pers. comm.), and for reticulation of lakeside wastewater systems. Septic systems comprise a large fraction of estimated annual nutrient loads, particularly for phosphorus. As such, simulation of the removal of septic tank nutrient loads indicated that this action alone may be sufficient to meet the TLI target for the lake.

year: 2014

title: What do New Zealand picturebooks tell us about New Zealand national identity?

authors: Daly, Nicola

abstract: Jeffries (2004, p. 4) defines national identity as ' ... a shared sense of belonging of a group of people that depends on a common area of named place, a common set of beliefs and values, and positive feelings for a specific named geographical area'. In her examination of how New Zealand culture is portrayed in picturebooks published between 2000 and 2005, McNeur (2006) suggests that the visual and textual messages in children's picturebooks are an important contributor to the development of children's national identity. This paper describes the process of choosing a collection of 22 New Zealand children's picturebooks (known as the New Zealand PictureBook Collection) to reflect and represent diversity in New Zealand national identity, and analyses what these books tell us about the New Zealand national identity.

text: What do New Zealand picturebooks tell us about New Zealand national identity? Jeffries (2004, p. 4) defines national identity as ' ... a shared sense of belonging of a group of people that depends on a common area of named place, a common set of beliefs and values, and positive feelings for a specific named geographical area'. In her examination of how New Zealand culture is portrayed in picturebooks published between 2000 and 2005, McNeur (2006) suggests that the visual and textual messages in children's picturebooks are an important contributor to the development of children's national identity. This paper describes the process of choosing a collection of 22 New Zealand children's picturebooks (known as the New Zealand PictureBook Collection) to reflect and represent diversity in New Zealand national identity, and analyses what these books tell us about the New Zealand national identity.

year: 2016