Globalization of the Hospitality Industry The operational aspects of expansion are often the easiest for any hospitality provider to plan and execute, regardless of the global location of their latest hotel, resort or expansion property. The cultural and experiential factors however are far more difficult to manage and excel within the context of, and are often what challenges the growth of even the most highly-0regarded brands over time (Pei, Abdolali, Yong, 2005). Within the last decade hospitality providers are increasingly relying on advanced techniques for determining how they can anticipate and respond appropriately to cultural and customer-centric expectations and needs. In the peer-reviewed research presented in Service Quality: A Study of the Luxury Hotels in Malaysia (Pei, Abdolali, Yong, 2005) the researchers use the Service Quality (SERVQUAL) index to measure the variation between customer expectations and experience. Using this framework, the researchers provide a detailed analysis of the contributors and detractors to guest satisfaction with luxury resorts throughout Malaysia. SERVQUAL is pervasively used throughout hospitality, healthcare and many other services industries as the intangibles of customer service from the customers' perspective can be quantified through attitudinal measurement (Parasuraman, Zeithaml, Berry, 1988). The five classification of elements that comprise the foundation of the SERVQUAL framework include reliability, assurance, tangibles, empathy and responsiveness. Measuring all of these factors in a consolidated set of metrics provides a unique, 360-degree view of a service business that is not available through more qualitative and often imprecise research methods. The outcomes of SERVQUAL analysis provide international hospitality providers with a nuanced and focused view of how each of their properties are perceived by current and future guests. The research...
These foundational elements of SERVQUAL have also led to this technique being combined with Six Sigma and DMAIC-based methodologies for understanding regional variations in service quality for internationally-based chains.
Tourism Management The impact of technology and the increase of international travel and exploration, the global environment has provided a landscape that depends on the knowledge of other culture. The differences among the human race are everywhere and the denotation of such individualities create challenges for those wishing to attain a successful career based in international exposure. The purpose of this essay is to explore various themes and ideas that relate
Terrorism Affects the International Tourism Industry There is an undeniable relationship between terrorism and tourism. This is because of the industry power tourist sites are attractive avenues for terrorists to cause unprecedented magnitudes of economic and social disruption. The 21st century economy is dominated by three sectors namely information technology, tourism, and telecommunications. Tourism generates ten percent of international employment with a surplus of 30% in the Caribbean region. World
In this regard, Higgins (2002) reports that Micros Systems Inc. introduced a custom application specifically for the hospitality industry early on, and despite the lingering effects of the September 11, 2001 terrorist attacks on the market, this company and others such as BDM International Inc. are continuing their efforts to provide hotels, restaurants and other organizations competing in the hospitality industry with the information technology they need to become
……How Veterans Can Make a Positive Impact on Workforce Development in the Construction IndustryABSTRACTThe U.S. construction industry faces significant workforce development challenges, mostly in terms of labor shortage. Addressing this challenge is important for meeting the present and future needs of the industry. Hiring veterans is a valuable way through which the construction industry may overcome the workforce development challenges it faces. In spite of the several initiatives introduced by
On the other hand, Harris suggests that some observers believe high turnover among employees is "not only inevitable, but also desirable… [because] employee mobility within the industry promotes workforce flexibility, allowing employees to acquire and develop new skills as they move through different organizations" (73). Harris takes it one step further when he reports that the "acquisition of transferable skills" has a powerful appeal to the "entrepreneurial aspirations of hospitality
The significance of career training programs i.e. formal and non-formal educational measures help in quality development of personnel and promoting the achievement of career goals and objectives as well as success in the field. Conclusion: The hospitality and hotel management industry provides numerous opportunities for individual development and success. Notably, success in this industry depends on the formal and informal career training and educational programs that an individual receives. These programs
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