The hotel guest questionnaire: an assessment of its role as a service encounter interface

This exploratory study on hotel stakeholder behaviour uses a \u27service innovation\u27 approach to investigate how the hotel guest questionnaire can function in a way not previously considered in the hospitality management literature. viz as a remote service encounter interface between the hotel management and guest. The paper-based guest questionnaire. also commonly known as comment card. is an old hotel tradition that is the most widely used method or guest feedback elicitation by hotels. Primarily a method of measuring guest satisfaction. studies show that its inherent limitations as a survey Instrument result in inaccurate and ungeneralisable data. The trend for e-based questionnaires as a complement to or even a replacement of. The paper questionnaire provides timely impetus for re-evaluation of its role in contemporary hotel management

The hotel comment card: A motivator of guest satisfaction

This paper explores the traditional pen and paper hotel comment card (HCC) from the guests’ perspective to gain an insight and to improve its effectiveness. The HCC has long been the predominant method of soliciting guest feedback. Although electronic methods of collection are now available the HCC has a sense of familiarity, has general acceptance, and is widely employed. Initially, a literature review of the hotel comment card is provided. Then, the study explores how frequent guests categorize HCC attributes. These attributes are then extended to include evaluation criteria identified in the literature and desired by hotel managers. The extended evaluation criterion is then used to explore how frequent hotel guests believe that future HCCs may motivate guests to provide feedback and assist in the co-­‐‑creation of value. The overall finding is that the HCCs design and execution can be improved

Tourism security: Strategies for effectively managing travel risk and safety [book review]

Insecurity would seem to have become the new normal evidenced by the surge in terror-related activity in 2015. The hyper sensationalized Paris attacks eclipsing the speculated downing of a civilian aircraft in Sinai by terrorists just two weeks prior, the accidental killing of Mexican tourists by Egyptian security forces two months earlier, the deadly bombing of Bangkok’s Erawan Shrine three months before it, and a string of adverse events following the Charlie Hebdo shooting at the beginning of the year. According to the United Nations World Tourism Organization (2015a), safety and security remains a global concern compounded by a highly volatile economic climate buffeted by lower oil prices and currency fluctuations, all adversely impacting on tourism demand..

Hospitality Management Undergraduate Qualification Prestige: An Exploratory Study Of Malaysian Degrees

Hospitality management education is a relatively young academic discipline. While hospitality management degrees are ubiquitous in the higher education arena, there has been debate on the discipline\u27s place in academia and import as a course of\u27 study. The prestige associated with hospitality management education varies from country to country. This exploratory study examines hospitality management education in Malaysia, a country with a vibrant hospitality and tourism industry. Using a qualitative approach, the authors examined the hate/management education landscape in order to examine its growth and to gauge the brevity of the discipline. The study allows for a conclusion to be drawn about the extent to which hospitality management is recognized as a discipline and thereby indicating the congruence between professional and liberal education and attitudes toward neo-specialization

The hotel comment card: a motivator of guest satisfaction

This   paper   explores   the   traditional   pen   and   paper   hotel   comment   card   (HCC)   from   the  guests’  perspective  to  gain  an  insight  and  to  improve  its  effectiveness.  The  HCC  has  long  been   the  predominant  method  of  soliciting  guest  feedback.  Although  electronic  methods  of  collection  are  now  available  the  HCC  has  a  sense  of  familiarity,  has  general  acceptance,  and   is   widely   employed.   Initially,   a   literature   review   of   the   hotel   comment   card   is  provided.  Then,  the  study  explores  how  frequent  guests  categorize  HCC  attributes.  These  attributes  are  then  extended  to  include  evaluation  criteria  identified  in  the  literature  and  desired  by  hotel  managers.    The  extended  evaluation  criterion  is  then  used  to  explore  how  frequent  hotel  guests  believe  that  future  HCCs  may  motivate  guests  to  provide  feedback   and   assist   in   the   co-­creation   of   value.   The   overall   finding   is   that   the   HCCs   design   and  execution  can  be  improved