<p>There is an information surplus in the marketplace today and finding marketing resources that are both effective and affordable is difficult. As quantity and price has lost its competitive power and quality and symbolic meaning has become increasingly important, storytelling as a marketing mean can be one concept to apply, especially in the service sector.</p><p>The hospitality industry is one of the largest service sectors, facing fierce competition. Many hotels have a story to share and storytelling is today a buzzword in the industry, but it has not received much attention in the academic world. Therefore, little is known about storytelling from a business administration perspective, more specifically marketing communication, which is our field of interest in this thesis.</p><p>The purpose of this thesis is to study and analyze storytelling and how it is used as marketing communication in the Swedish hospitality industry.</p><p>To fulfill our purpose, a qualitative study with an inductive approach was chosen as suitable. Primary data was gathered through interviews with managers from nine different hotels, which all work actively with storytelling. Theories regarding service marketing, marketing communications, and storytelling helped us to collect appropriate empirical data and also to structure the analysis.</p><p>Storytelling in the hospitality industry is an identity or an image, and the purpose of using storytelling is to be remembered and to mediate a feeling. As a concept, it requires attributes and a certain level of truth is important to remain trustworthy. Furthermore, storytelling facilitates the communication process between the hotels and their customers and it often strengthens customers’ attitudes towards the hotel. Both private and business customers are attracted by stories, but it is easier to communicate the story to large groups during a conference. It is however difficult to mediate the whole concept through marketing communication tools as it is too compound. Storytelling facilitates an integrated marketing communication as it becomes an image and word of mouth is increased due to that people talk about the unexpected.</p>

The banquet staff at a north Texas hotel were responsible for setting up 11 different functions (e.g., buffet dinners) for conferences and meetings. The functions were often set up late and items were often omitted. An analysis suggested that performance problems were the result of weak antecedents, inefficient work procedures, inadequate training and a lack of motivating consequences. An intervention consisting of task checklists, feedback, goal setting, monetary bonuses, training and job aids was designed to enhance the accuracy and timeliness of function setups. Performance increased from an average of 68.8% on the quality measure (accuracy plus timeliness) in baseline, to 99.7% during the intervention phase. Performance decreased to 82.3% during a follow-up phase in which parts of the intervention were discontinued by hotel management. Performance increased to 99.3% with the reintroduction of the intervention phase.

The overall purpose of this research was to add to existing theory of quality pertaining to the service provider's perception of quality. Quality in the service industry is difficult to assess because of the intangible, heterogeneous and labor intensive nature of services. In addition, personnel have varying perceptions of delivered quality based on their position within the organizational hierarchy. This study enhanced the Service Quality Model developed by Zeithaml, Berry, and Parasuraman (1988). An additional gap ("gap 6") was hypothesized and investigated. This gap describes the differences in perceived delivered quality by employees at different organizational levels (e.g., managerial, supervisory, and non-management employees) across different market segments. The researcher proposed that "gap 6" has a significant impact on total perceived delivered quality. The survey instrument addressed five dimensions of overall quality: tangibles, reliability, responsiveness, assurance, and empathy. The survey was administered to employees from hotels representing three market segments located within the same metropolitan area and managed by the same company. A 3 X 3 factorial design was used with three organizational levels (managers, supervisors, and hourly employees) and three lodging market segments (luxury, business-traveller, and long-term/suite). Data analyses included descriptive statistics, analysis of variance (ANOVA), and Tukey's Multiple Comparison Test.

The purpose of this study was to assess the satisfaction level of 240 employees of a single hotel property. The questionnaire, administered by the Corporate Director of Training, determined if a significant difference exists between overall satisfaction and individual departmental satisfaction regarding 11 dimensions: customer satisfaction, employee involvement/teamwork, work environment, training/development/evaluation, communication, compensation/benefits, supervision, resources, planning/goal setting, general, and departmental interaction. Percentages and t tests were used to analyze the data. Results of the study will help management recommend courses of action needed to address identified problem areas.

The commercial value for Bed and Breakfasts and Country Inns did not kept pace with other lodging establishments. Lodging real estate investment trusts (REITs) grew in the 1990's by acquiring hotels and motels but not the smaller Inns. This study investigated what sale terms and conditions an Inn owner would sell their property to a REIT. The study examined what conditions an innkeeper would manage the property for the REIT once the sale was closed. This study concluded that a REIT was not a feasible exit strategy for Inn owners.

The goal of this thesis is to value the Hotels business unit of the Zálesí a.s. company by calculating its market value. The final valuation statement is supposed to serve to the management of the company for the purposes of investment management decision making and budgeting and for the evaluation of the buying bids. The thesis is divided into two parts. First one introduces the valuation methods, its pros and cons and criterions used for the selection of the method. The DCF method is introduced more in details. Second part of the thesis starts with the company introduction, continues with the strategic analysis, financial analysis and a financial plan compilation based on the results of the analysis. Costs of capital are determined as a weighted average cost of capital, where CAPM is used for the cost of equity calculation. At the end the valuation itself is performed and the final valuation statement added.

O objeto da tese está voltado para o processo do marketing estratégico e do desenvolvimento de vantagens competitivas em organizações empresariais do setor de turismo, visando à obtenção de uma posição competitiva superior, mediante a satisfação de seus clientes, dos seus diversos públicos (stakeholders) e da sociedade em que estão inseridas. O estudo incorpora, como parte de seu projeto conceitual, a análise de um modelo teórico recente sobre estratégia empresarial –Modelo Delta - e as relações que se desenvolvem entre as empresas na era da globalização. Nesse contexto de globalização, é discutido o fenômeno de internacionalização das empresas e o impacto da crescente concentração, decorrente de fusões e aquisições, que se observa atualmente no setor de turismo. O problema em estudo está mais vinculado com os países receptivos que, por suas condições naturais, especializam-se em desenvolver ofertas para receber turistas de todas partes do mundo. A metodologia da pesquisa empírica que integra esta tese é de natureza qualitativa e modalidade exploratório - descritiva, tendo por método o estudo de caso. O estudo responde aos objetivos da pesquisa acadêmica e expõe o processo de expansão da Sol Meliá na América Latina, com ênfase no Brasil e em Cuba, particularmente nas cidades de São Paulo e Havana, respectivamente. Dentre as evidências encontradas destaca-se que, no setor de turismo, aparece de forma evidente a grande evolução econômica e sócio-cultural que se está operando no mundo contemporâneo. Observou-se, ainda, que, nos próximos anos, os destinos turísticos deverão se adaptar a uma situação de competitividade extrema, em que a obtenção de lucros e a sustentabilidade dos negócios turísticos serão muito mais complexos. As empresas terão que projetar suas ofertas de forma cada vez mais diferenciada e integrada ao planejamento dos destinos turísticos, em correspondência com o desenvolvimento sustentável do setor. Deverão, ainda, ser capazes de atrair a atenção de novos turistas e reter os atuais clientes, pela inovação de suas propostas. / This thesis is focused on the strategic marketing process and on the search of competitive advantages in the tourist sector business organizations for the purpose of achieving an advantageous competitive position through the satisfaction of their customers as well as that of their stakeholders and of the society to which they belong. As part of its conceptual project the study includes analysis of a recent theoretical model about business strategy – Delta Model – and the relationships among companies in the era of globalization. In this context of globalization, the phenomenon of the companies’ internationalization is discussed, as well as the impact of increasing concentration that has resulted from mergers and acquisitions, currently perceived in the tourist sector. The issue under study is related to host countries that, because of their natural attributes have specialized in promoting offers for clients from all over the world. The methodology of empiric research applied in this thesis is of a qualitative and exploratory-descriptive nature and and makes use of the case study method. The study meets the objectives of academic research and presents the process of expansion of the Sol Meliá in Latin America, with emphasis on Brazil and on Cuba, particularly in the cities of São Paulo and Havana. Among the evidences detected, it maybe noted that in the tourist sector the great economic and socio-cultural evolution taking place in today’s world is quite apparent. It was further observed that, in the coming years, tourist destinations will have to adjust to situations of fierce competition, where achievement of profits and sustainability of tourist businesses will be much more complex. The companies will have to design their offers in an increasingly differentiated and comprehensive manner of planning tourist destinations in accordance with the sustainable development of the sector. Further, by means of the innovativeness of their proposals, they will have to be capable of keeping the current customers and of attracting the attention of new tourists.

Submitted by Fabricia Fialho Reginato (fabriciar) on 2015-07-17T01:15:54Z No. of bitstreams: 1 IgorBorges.pdf: 984867 bytes, checksum: 61b92063d4f138ace2e1b812eeb85100 (MD5) / Made available in DSpace on 2015-07-17T01:15:54Z (GMT). No. of bitstreams: 1 IgorBorges.pdf: 984867 bytes, checksum: 61b92063d4f138ace2e1b812eeb85100 (MD5) Previous issue date: 2013 / Nenhuma / Diversos artigos revelam indícios de influência de avaliações e de análises críticas postadas on-line sobre a demanda, no entanto não correlaciona a preços praticados. Partindo desta lacuna, a presente pesquisa analisa se a satisfação do cliente advinda das avaliações on-line está ou não associada aos preços ofertados pelos hotéis no aluguel de seus quartos. Não obstante, busca-se verificar se a variável satisfação deve ou não ser incluída como variável de entrada em modelos matemáticos que procuram maximizar a receita por quartos disponíveis em hotéis. Para tanto, uma pesquisa quantitativa foi realizada com 5.459 casos oriundos de 499 hotéis de 25 países diferentes. Foram analisadas avaliações on-line registradas no sítio booking.com a fim de relacioná-las com o preço praticado pelos hotéis no aluguel de seus quartos. Os achados indicam que os diferentes atributos de qualidade dos serviços prestados disponibilizados no sítio pesquisado não estão relacionados aos preços praticados pelos hotéis, tampouco devem ser incluídos em modelos com vistas a maximizar as receitas. A exceção é a disponibilidade de quartos, item disponível no sítio, que tem sua inclusão recomendada. A indicação é baseada nos achados da presente pesquisa, os quais confirmam que hotéis que praticam maiores preços acabam por ter mais quartos disponíveis, assim como o contrário. Todavia, hotéis que cobram maiores tarifas apresentam maior probabilidade de incremento em suas receitas. / Many papers reveal evidence of influence of evaluations and critical analyzes posted online on demand, however do not correlate the prices charged. Starting from this gap, the present research examines whether the customer satisfaction originated from the online assessments is or is not associated with the prices offered by hotels rentals of their rooms. Nevertheless, search to verify if the variable satisfaction should or should not be included as input variable in mathematical models that seek to maximize revenue per available rooms in hotels. For both, a quantitative survey was conducted with 5,459 cases based on 499 hotels in 25 different countries. Online assessments recorded on the website booking.com were analyzed in order to relate them to the price charged by hotels for rent rooms. The results indicate that the different quality attributes of services, available on the website researched, should not be included in models to maximize revenues. The exception is the availability of rooms, available on the website, which has recommended its inclusion. The indication is based on the findings of this research, which confirm that hotels who practice higher prices, end up having more rooms available, as well the otherwise. However, hotels that charge higher rates can increase their revenues more than the others.

Submitted by Marlene Aparecida de Souza Cardozo (mcardozo@pucsp.br) on 2017-07-03T14:06:39Z No. of bitstreams: 1 Ana Luzia Magalhães Carneiro.pdf: 7235803 bytes, checksum: 4d9237f55652f36142dbb13aaba04dcd (MD5) / Made available in DSpace on 2017-07-03T14:06:39Z (GMT). No. of bitstreams: 1 Ana Luzia Magalhães Carneiro.pdf: 7235803 bytes, checksum: 4d9237f55652f36142dbb13aaba04dcd (MD5) Previous issue date: 2002-07-03 / This research focuses on the egresses (ex-students) of the Technological Course of Hotel Management of "SENAC de Turismo e Hotelaria" from São Paulo, that graduated between 1991 to 2000. It has as an objective to give a chance for those who were in a new course (according to Brazil's educational system) and Who are actually in the labour market (in the hotel management area and other ones). Only the students (egresses) from one institution were analyzed and also the conceptions according to the specific curriculum, thus it is necessary some historic explanations of the course mentioned. According to a questionnaire that the egressed had to answer, it was possible to distinguish their profile and their position in the labour market. Two open questions were answered; some data collected and the courses's relevance was indicated. According to their positions in the labour market and due to their professional experience some criticism and suggestions could be pointed out (in relation to the development of the curriculum). These statements provided four categories (Professional Education in its Operational Dimension, the Value of SENAC's Education; Knowledge transmitted by the Subjects and the Needs of the Labour Market and the Apprenticeship Importance in the Professional Practice at the Hotel-Schools), that are explained and analyzed though theoretical references from tourism and hotel management, through professional education and curriculum and mainly through the experience of the researcher Who is an educator and the coordinator of the course studied / Esta pesquisa tem como sujeitos os egressos do Curso Superior de Tecnologia em Hotelaria da Faculdade SENAC de Turismo e Hotelaria de São Paulo, que colaram grau durante o período de 1991 a 2000, com o objetivo de dar vez e voz àqueles que passaram por uma formação profissional numa área bastante recente em termos de ensino superior no Brasil e que, estão atuando no mercado de trabalho, seja na área de formação ou em outras áreas. Por se tratar de uma pesquisa voltada aos egressos de uma única Instituição e de suas concepções quanto ao desenvolvimento de um currículo específico, se fez necessária a abordagem histórica da mesma, possibilitando uma visão contextual do curso pesquisado. A partir da aplicação de um questionário para caracterização do perfil e do posicionamento dos egressos no mercado de trabalho, foram respondidas duas questões abertas, visando colher depoimentos que pudessem indicar a relevância do curso para a colocação dos mesmos no mercado de trabalho e, por meio de suas experiências profissionais, pudessem apontar as críticas e sugestões em relação ao desenvolvimento curricular do curso. Esses depoimentos proporcionaram a elaboração de quatro categorias (Formação Profissional em sua Dimensão Operacional, Valorização da Formação pelo SENAC, Conhecimentos Veiculados pelas Disciplinas e as Necessidades do Mercado de Trabalho e a Importância dos Estágios e da Prática Profissional em Hotel-Escola), explicitadas e analisadas a partir de referenciais teóricos da área de turismo e hotelaria, da área de educação profissional e currículo e, principalmente, da vivência e experiência da pesquisadora, como educadora e coordenadora do curso pesquisado

Thesis. 1979. M.Arch--Massachusetts Institute of Technology. Dept. of Architecture. / MICROFICHE COPY AVAILABLE IN ARCHIVES AND ROTCH. / Bibliography: p. 97-98. / M.Arch