infonet-economy

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...

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...

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

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...

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...

Purpose – The purpose of this paper is to reflect on hospitality management education from a “practice epistemology” and discuss how a connecting of savoir (theoretical knowledge or “knowing”), savoir-faire (knowing how to do tasks, i.e. task-related skills) and savoir-être (knowing how to be, i.e. behavior) can develop into practical knowledge. Design/methodology/approach – The...

This research applies the binding communication model to the sustainable communication strategies implemented in most hotels. The binding communication model links a persuasive messag e with the implementation of a low-cost commitment to strengthen the link between the attitudes and behavior o f those receiving the message. We compared the effectiveness of a classical communication...

Hotel managers need to understand the marginal utility customers associate with a specific attribute ofa hotel in order to effectively set up rate fences and to price their rooms accordingly. This study adopteda stated choice experiment and discrete choice modeling method to obtain hotel guests’ willingness topay (WTP) for a specific set of room attributes within a single hotel...