ICT for external use in Croatian four- and five-star hotels

The Purpose – The objective of the paper is to examine the implementation of advanced technology and promotional supports in hotel companies and to compare their performance in four- and five-star hotels. More specifically, ICT for external use are analysed, i.e. customer relationship management (CRM), communication with customers, promotional supports, and online order receptions. Design/Methodology/Approach – The empirical research took place in 38 upscale (26 four and 12 five-star) hotels located in Croatia, in the regions of Dalmatia, Istria, and Kvarner, and in the city of Zagreb. The data were collected through a structured questionnaire administered mainly during personal interviews with hotel and marketing managers. The SPSS software was used for data analysis. Findings – Findings reveal a relatively high implementation of technology solutions, reaching promotional supports the highest scores. Four-star hotels perform significantly better than fivestar hotels in most of the ICT items. Originality – The study provides insights into the external role of ICT for upscale hotels from the standpoint of customer relationship management (CRM), communication with customers, promotional supports, and online order receptions as tools for enhancing hotel promotion. These can be used as a valuable source of information between academics and can be additionally useful to marketing managers in hotels that intend to find as more as innovative ways for hotel promotion

The impact of technological amenities on customer experience in upscale hotels

Upscale Hotels operate in a highly competitive market and therefore place a strong emphasis on providing quality service and differentiation through the latest technological amenities. Nowadays, hotel companies are trying to follow the customers’ desires in order to offer a unique experience. However, given the multitude of available technologies on the market today, hoteliers have little understanding of their guests’ expectations and of which technological amenities will drive guest satisfaction. The literature review shows that not all the technological amenities implemented in hotels have been appreciated by guests. Since technological items change rapidly over time, the purpose of this study is to analyze the impact of current technologies and to assess the potential of the latest technologies on customer experience. This study employed a two-step approach. In the qualitative phase an analysis of Portuguese upscale hotel websites was made as well as two interviews with hotel managers. In the quantitative stage a questionnaire was developed for hotel guests, generating a sample of 310 valid responses. The results revealed that Internet access was the most important technology for both leisure and business travelers. The majority of respondents would like to add new technologies or change some of the existing ones for new technologies in order to improve their experience. The results also demonstrate that installing specific new technology can have a significant effect on enhancing guest experience.Os Hotéis de 4 e 5 estrelas operam num mercado bastante competitivo, portanto têm uma grande necessidade de fornecer um serviço de qualidade e com diferenciação através das inovações tecnológicas mais recentes. Hoje em dia, as empresas hoteleiras estão a tentar seguir as necessidades do consumidor com o objetivo de oferecer uma experiência única. Contudo, dada a grande variedade de tecnologias disponíveis atualmente no mercado, os proprietários dos hotéis têm alguma dificuldade em saber quais são as expectativas dos clientes, ou seja, quais as tecnologias que podem levar à sua satisfação. A revisão da literatura mostra que nem todas as tecnologias implementadas pelos hotéis têm sido apreciadas pelos hóspedes. Como os itens tecnológicos mudam com o tempo é importante fazer este estudo que tem como objetivo analisar o impacto das tecnologias atuais bem como avaliar o potencial das mais recentes tecnologias na experiência do consumidor. A metodologia adotada para este estudo está dividida em duas fases. Na fase qualitativa foi feita uma análise a alguns websites de hotéis em Portugal, bem como duas entrevistas a gestores de hotéis. Na etapa quantitativa foi desenvolvido um questionário para os hóspedes e foi obtida um amostra de 310 respostas. Os resultados revelaram que o acesso à internet é a tecnologia mais importante tanto para os hóspedes que viajam em lazer como em negócios. A maioria da amostra gostaria de adicionar novas tecnologias ou mudar algumas das que estão disponíveis atualmente por novas para melhorar a sua experiência. Os resultados demonstraram também que a instalação de novas tecnologias específicas pode ter um efeito significativo na melhoria da experiência do cliente

The History of Tipping - From Sixteenth-Century England to United States in the 1910s

Tipping is a multi-billion-dollar phenomenon that challenges the traditional assumption of selfish economic agents who have no feelings and do not care about social norms. This article reviews the early history of tipping and offers an economic analysis of different aspects of tipping. Using the historical evidence, it then addresses two major questions about tipping: why do people tip? And does tipping improve service quality? The reasons for tipping changed over the years, but conforming to social norms and avoiding embarrassment were generally the main reasons. Tipping seems to improve service quality; the extent of the improvement varies across occupations.Tipping; History; Social norms; Feelings

Adoption of Information Technology in U.S. Hotels: Strategically Driven Objectives

Using two unique, independent samples of U.S. hotels, this study examines the utilization of information technology (IT) in all hotel sectors, from deluxe to budget, to reveal strategic differences and similarities. Overall, the findings suggest that the U.S. lodging industry has focused on employing technologies that improve employee productivity and enhance revenue but has not given strategic priority to technologies designed to improve guest services. The hotel sector, lodging type, size/complexity of the property, and independent versus chain affiliation influenced the number and type of technologies adopted. Luxury and upscale hotels adopted more IT than economy and budget hotels. Similarly, IT development was greatest for certain lodging types such as convention hotels, conference centers, and casinos, and lowest for other types, such as motels and bed-and-breakfasts. Chain-affiliated properties typically adopted more technologies than independent hotels

THE RELATIONSHIP BETWEEN ONLINE RATING, HOTEL STAR CATEGORY AND ROOM PRICING POWER

In the digital way of doing business we see a substantial rise of online customer feedback and customer information sharing communities. The role and importance of social media has considerably increased in the past several years and businesses can no longer overlook its impact. For companies, the acceptance of such sources are not only tangential rather they are becoming central in how they approach their operations. Numerous web based platforms that include social networking, online communities and review sites are critical reference points for companies while deciding how to structure and price their products and services. The tourism and hospitality industry is no exception to this phenomenon, as a matter of fact, it is at the very forefront of this new trend that we are observing. Some of these sites are more popular than others, such as TripAdvisor, Booking.com, Travelocity or Expedia but all of them affect how service providers conduct their business, specifically in the area of pricing. The aim of this paper is to examine and quantify the relationship between customer online rating, hotel category and room pricing power in hotel industry. Findings suggest that there is a statistically significant relationship between hotel star category, online rating and service provider’s room pricing power. Moreover, results indicate a strong correlation between TripAdvisor and Booking.com online customer reviews, suggesting that contrary to popular beliefs, TripAdvisor is as reliable as Booking.com

IMPLEMENTATION OF PROPERTY MANAGEMENT SYSTEM IN HOTEL INDUSTRY

Information and Communication Technologies (ICT) influences the development tourism on globally, and its development has changed the practice of business. Any reference ICT in the hotel industry necessarily begins the concept of Property Management System (PMS). PMS as an essential component for hotel management provides tools as are necessary hotel staff in performing daily operations of the reservation, the accommodation capacities management, accounting, etc. This software supports all basic activities involved with process operation accommodation facilities and interconnects systems within it. Hospitality enterprises that are constantly working on innovations in the implementation of hardware, software, and networks can be competitive in the market, which maintain the long term prosperity of the business. This paper is conceptually defined PMS and its application in the context of the impact on the hotel management. The methodology is based on secondary research examing the key dimensions of the PMS systems and their functionality. The aim of this paper is to explore the intensity of the impact on the prosperity implementation of PMS hotel management. The findings show that, despite the availability of a range of PMS software and funcionalities, the European touristic market continues to be led by a handful of providers. The unique contribution of this paper is in secondary research, the issues associated with the critical, core technology for the hotel industry, i.e. PMS

A consumer-based brand equity model for the luxury and upscale hotel sector

Luxury and upscale hotels, in common with businesses in other service industries and more broadly, seek to develop a strong brand that will contribute to a long-term competitive advantage. However, research on consumer-based brand equity in luxury and upscale hotels is limited. Therefore, the current research, based on fundamental theories of brand equity development established in the packaged goods and the service industries including hotels, has developed a consumer-based brand equity model for the luxury and upscale hotel sector. A mixed methods research design was employed. A qualitative study was first conducted using focus groups with the data being content analysed to explore the brand equity development process from the consumer’s perspective. Afterwards, a quantitative examination was administered using an online questionnaire and inferential data analyses including structural equation modelling to identify significant brand equity dimensions and antecedents, and their interrelationships. Research findings highlighted that consumer-based brand equity in the luxury and upscale hotel sector can be assessed by two dimensions: a commonly identified dimension of brand choice and a new dimension of online brand advocacy. The findings indicate that in today’s digital hotel market where consumers frequently communicate about a brand online, consumer advocacy online becomes a strong predictor of consumer-based brand equity. The current research supported the commonly identified brand equity antecedent of brand image and revealed five additional brand equity antecedents in the luxury and upscale hotel sector, including customer relationship management, social image congruence, brand affect, brand trust and consumer-generated content. In particular, customer relationship management as reflected by a brand’s effort in building relationships with individual consumers was found to be the most influential to brand equity development. The study also found that brand equity development in the luxury and upscale hotel sector is driven by unique brand characteristics, including the brand’s symbolic benefit (social image congruence) and experiential benefits (brand affect). It is understandable that in the luxury and upscale hotel sector, consumers’ desires of experiential and symbolic benefits are strong and are likely to increase, with the constructions of super luxury hotel properties worldwide. Therefore, brands need to address these consumer desires in order to cultivate consumer-based brand equity. The identification of brand trust indicates that in the hotel service industry, a consumer’s confidence in the business reliability is influential. Moreover, this study identified the role of consumer-generated content for brand equity development, which not only highlights the influence of digital word-of-mouth on brand equity development in the current research context but also provides a foundation for future research across other markets. Overall, the current research uncovered unique brand equity dimensions and antecedents from the perspective of luxury and upscale hotel consumers. These additional findings enhance brand equity theories in the luxury and upscale hotel sector and offer a specific reference for luxury and upscale hotel businesses to efficiently build an influential brand in the consumer’s mind

High tech meets high touch in upscale hotels

Purpose: This paper presents an analysis of the impact of current technologies on customer experiences in upscale hotels and assesses the potential of the latest technologies for enhancing customers’ stay. Design/methodology/approach: A two-step approach was applied in this study. The qualitative phase included an examination of upscale hotel websites, interviews with hotel managers and an internet search regarding the latest technological innovations in hotels. In the quantitative stage, a questionnaire was developed for hotel guests, generating a sample of 310 valid completed questionnaires. Findings: The results reveal that hotel guests value digital involvement in their hotel experience. Moreover, business travellers and younger generations give greater importance to latest technologies. Originality/value: This study analyses the most innovative technologies, providing guidance for hoteliers wishing to upgrade or implement new technologies. Based on the findings, hoteliers can achieve greater differentiation by offering the most important and latest technology to guests, enhancing their experience and attracting new customers, which can potentially lead to increased revenues. The study’s results are also important because they include the perceptions of both managers and customers.info:eu-repo/semantics/submittedVersio

Use of call monitoring to enhance hotel service quality

Call monitoring has been employed by both the manufacturing and service industries for the purpose of improving their service quality (Dilauro & Lubowsky, 1998; Fleischer, 2003; Fleischer & O’Herron, 2004; Miciak & Desmarais, 2001; Spencer, 2005). The ultimate goal behind the efforts to improve service quality is to enhance the firm’s business practices by increasing customer satisfaction (Fleischer, 2003; Fleischer & O’Herron, 2004; Miciak & Desmarais, 2001). A positive relationship between customer satisfaction and business performance has been supported by many researchers (Bitner & Zeithaml, 2003; Bou-Llusar, Camison-Zornoza, & Escrig-Tena, 2001; Dubrovski, 2001; Row & Barnes, 1998). Those researchers similarly assert that customer satisfaction, as the result of service or product purchase, significantly influences customers’ positive behaviors, such as their repeat purchase intentions, brand loyalty, or brand recognition, all of which benefit business performance. A key element for customer satisfaction is service quality (Babakus, Yavas, Karatepe, & Avci, 2003; Bitner & Zeithaml, 2003; Bou-Llusar et al., 2001; Dubrovski, 2001; Kondo, 2002; Miciak & Desmarais, 2001). Service quality is considered one of the top priorities of management and a prerequisite for sustaining a competitive advantage in a service business. This is due to its positive influence on various organizational issues, such as growth, security, and sustainability (Sureshchandar, Rajendran, & Anantharaman, 2002). In addition, Bitner and Zeithaml (2003) state that service quality is critical because it is imperative for customers’ service consumption expectations to be satisfied