This paper explores future directions of revenue management as postulated by leading academicians and the hospitality industry. A comparative content analysis of both the academic literature and professional literature on revenue management published in 20 13 is conducted and three pertinent areas of revenue management are presented: people, processes and procedures, and technology. At the end an integrated conclusion and future directions section is provided in which the authors identify the main challenges revenue management will face in future. These challenges include: a need for specialist s that can analyse big unstructured data sets; integration of traditional marketing, sales and revenue management departments into one strategic unit; and the need for new types of technologies.
Extra - role customer service behavior is of great importance for guest satisfaction in increasingly dynamic and unpredictable competitive environments. Extra - role customer service encompasses discretionary employee behaviors which result in extra a ttention to the guest, the spontaneous delivery of unusual service and, ultimately, a delighted customer. In this study we develop and test a multilevel model of the antecedents of extra - role customer service behavior. We suggest that unit - level psychological safety climate and individual - level self - efficacy jointly predict front - line service employees’ level of engagement in extra - role customer service. We analyzed d ata from 900 front - line service employees and their supervisors in 66 properties of a multinational hotel chain with a random coefficient modeling approach. The results provide support for our three central hypotheses. Based on these results w e discuss important implications for management theory and for practitioners in the hospitality industry
Sustainability in the hospitality industry has been a growing interest among stakeholders in the last decades. However, sustainable initiatives that are often pro posed by foreign/international stakeholders have me t various obstacles during their implementation. Beyond econo mic and political barriers this paper focuses on sociocultural specificities that jeopardize sustain able practices in luxury hotel settings in Bali, In donesia. Through unique organizational and communal values s uch as bapakism, banjar, kira kira and suka duka the paper highlights the complexity of the local socioc ultural environment that plays a crucial role in ma nagerial decisions at luxury hotels. In a more general conte xt, the research indicates the importance of creati ng awareness among stakeholders of local dynamics that affect the future success of business and developm ent projects in Bali.
Corporate Sustainability (CS) is increasingly a prominent topic within the academic and practitioner literature as increased regulation, competitive pressures and customer demands have increased its perceived importance at individual, org anizatio nal and industry levels Investments into CS are still suspect largely because of questions about the motivations underpinning its implementation, and its effect on hotel performance. While many studies focused on corporate, managerial and customer percepti ons about i t s importance, this study investigates the types, levels and benefits of CS implementation in the hotel industry. Based on a quantitative analysis of data from 85 hotel General Manager s , the study finds that CS activities are prominent amongst upscale/luxury hotels in Europe and do indeed have positive impacts on hotel performance. While environmental activities are more popular than social activities amongst hotels, hotels are moving tow ards higher levels of CS implementation and towards the inclusion of CS into their firms’ strategies.
The main objective of this paper is to suggest a new construct “brand interest” as new component for brand equity in hospitality and how it could measure. Traditional approaches for brand awareness measurement are based on surveys distributed to a limited participant. On contrary our approach, about brand interest, will aim to collect all the online search queries made by customers around the world about specific brands. Our initial motivation was to embrace the future with this unique opportunity of available data that we now call big data . This research is testing the feasibility of new ways of data collection and new benchmarking tool for the hospitality industry with a specific focus on luxury brands. Methods initially used are a literature review, followed by quantitative analysis of the search queries from different market. The main results indicate convergence with classical brand awareness; however our findings sugg est that the measurement of our new construct open new opportunities for brand performance measurement and benchmarking, demand tracking and conversion, assessment of online and offline marketing decisions either from a global and local perspectives.
The Employer Perspective of Sustainability: Implications for Hospitality Education Alisha Ali, Sheffield Hallam University Hilary C. Murphy, Ecole hôtelière de Lausanne Sanjay Nadkarni, Emirates Academy of Hospitality Management Abstract This paper investigates hospitality employers’ perspectives of
Though hotel s attract and manage customers on their o wn websites, their customers also use a variety of information channels to inform themselves during the hotel booking process. This paper investigates how these key information channels are managed and monitored by hotel managers in Switzerland. A quantit ative approach is deployed with questionnaires sent to members of the Swiss hoteliers association to discover their information channel management practices. Res ults show a high dependency on online travel agents (OTA) to supply information to potential cu stomers and, though the se OTAs are monitored by hoteliers, many of the widely used information channels are not. This paper highlights a lack of channel alignment be tween hotels and their customers and recommends that hoteliers need to improve their inform ation channel management . It further proposes a conceptual framework to further investigate the impact of information visibility , channel monitoring and website performance on occupancy
While Property Management System ( PMS ) is often referred to as the single most important IT application for hotels, field studies report an u nderutilization of the software functions. We suggest that while structural variables can explain this phenomenon , inadequate training and application by end - users also contribute . We designed a two - stage methodology. First we collected data from a survey of 160 hotels to establish the situation with regards to the PMS in hotel. We further explored the reasons of underutilization of PMS with in - depth interviews of f ront desk managers . Quantitative data analysis shows that little is spent on IT training at the hotel level that contributes to underutilisation. . Results of the interviews analysis reveal two major barriers to the full utilisation this critical IT system PMS in hotels. Front desk managers identified training and divergent departmental needs as the field constraints to use the PMS to its full potential. Key Words Information system, PMS, Training Theme 5 - Functional Futures Introduction Hotel propertie s widely use Property Management Systems (PMS) software ( Fuchs, Witting and Hopken, 2009 ; Murphy and Kokaz , 2011) . This information system allows hotel man
The purpose of this study is to identify the drivers and predictors of IT spend in hotels. In this paper we take a pragmatic stand to the preparation of expenses in a hotel and suggest that because managers rely on past years’ performance to establish budgets and because of corporate politics, I T spends does not vary over short periods of time. Also we report that the hotel size, its operating type, and segment determine its IT spends. We hope that this first examination of the realities of resource allocation in hotels will trigger research on h ow to improve budgeting practices and enhance the future managerial functions within hotels.
Given the global public good properties of climate change mitigation, mitigation efforts have to rely on the willingness of individuals to voluntarily contribute to this public good, either under the form of “green” consumer behavior or through the acceptance of costly climate policy. This paper discusses and reconciles two seminal contributions identifying the rationales for voluntary efforts toward climate change mitigation. Based on the existing literature, it confirms that conditional cooperation may respond to perceived effectiveness and social norms, as suggested by the theory. When the social norm is not visible, conditional cooperation may rely on general beliefs of trustworthiness, i.e. trust. As a result, the conceptual framework of this paper supports the idea of reciprocal countries, thus contributing to endogenize the participation of countries to emissions abatement efforts and to international climate agreements.
