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It has been widely observed that economic activities are increasingly dependent on intangible, knowledge-based resources (Hayek, 1945; Drucker, 1966; Bell, 1973; Brinkley, 2006). One result of the move to a knowledge economy is that traditional notions of work and human resources have broken down and organizations have adopted new methods of sourcing knowledge. This thesis addresses the question of how organizations can optimally determine their requirements for knowledge from within and outside their boundaries. The objective of the thesis is to develop a theory of organizational knowledge supply and to test the theory in explaining and predicting the effectiveness of an organization's knowledge sourcing strategies. The research question driving this thesis therefore is: &quoteCan knowledge-based theory of the firm explain the relationship between organizations' mix of internal and external human resources and organizational effectiveness?&quote The aim of this thesis is to contribute to human resources and organizational theory through its theoretical model and empirical evidence of the relationship between knowledge sourcing and organizational effectiveness. The thesis also aims to contribute to practice by informing organizations about the effectiveness of different human sourcing practices. Knowledge-based theory of the firm and contingency theory were used to develop an initial theoretical model of fit and effectiveness. To extend existing theoretical models, and to support the case study, the initial theoretical model was refined so that it not only included fit and effectiveness (as in past research), but it also posited a model of the intervening process by which fit leads to effectiveness. To test the posited theoretical model, a comparative case study was commenced in mid- 2004, in two 4.5 star inner city hotels in Australia, each a member of a different hotel group. Qualitative and quantitative research methods were used, with semi-structured interviews and questionnaires as the key data collection methods. The main data collection process was completed in April 2005. The findings from the study generally support the theoretical model. The case study however also revealed that much of the effect of the fit of human capital on organizational effectiveness was constrained and enabled by two other organizational resources (hotel systems and processes, and the hotel brand standard). This finding suggests that existing theoretical models that suggest an independent effect of human capital fit on performance may be incomplete. In summary the thesis research question was answered with a conditional affirmative. In other words, knowledge-based theory can explain the relationship between organizations' mix of internal and external human resources and organizational effectiveness, but existing knowledgehuman capital-based models of this relationship can be extended and thus improved in two ways: 1) By positing a model of the intervening process by which human capital fit leads to organizational effectiveness. 2) By positing a model of the degree to which the effect of human capital fit on organizational effectiveness depends on other organizational resources.

<p>Recently the interest in green environmentally friendly products and services increased dramatically. This trend does not stop at tourism related products. Therefore, this thesis aims to have a closer look at the sustainability issues in the hospitality industry. The theoretical background of this study defines associated terms like sustainability, sustainable tourism and development as well as eco tourism, because they are often used interchangeably. Moreover, sustainable practices including their benefits within the hotel industry are examined. Lastly, the role and importance of eco labels is analyzed. The second part of this thesis is dominated by a case study of the Swedish-based hotel chain <em>Scandic</em>. A qualitative research approach was chosen in order to explain and describe the case in detail. The findings show that <em>Scandic </em>implemented various sustainable practices in their daily operations. The business believes in the concept of sustainability, incorporates it in every possible area of action and profits from the benefits. <em>Scandic</em> is clearly a leader when it comes to sustainability efforts in the hotel industry. In this regard, the business acts as a role model and may motivate other businesses to follow. The thesis concludes by giving recommendations for further research.</p>

Recently the interest in green environmentally friendly products and services increased dramatically. This trend does not stop at tourism related products. Therefore, this thesis aims to have a closer look at the sustainability issues in the hospitality industry. The theoretical background of this study defines associated terms like sustainability, sustainable tourism and development as well as eco tourism, because they are often used interchangeably. Moreover, sustainable practices including their benefits within the hotel industry are examined. Lastly, the role and importance of eco labels is analyzed. The second part of this thesis is dominated by a case study of the Swedish-based hotel chain Scandic. A qualitative research approach was chosen in order to explain and describe the case in detail. The findings show that Scandic implemented various sustainable practices in their daily operations. The business believes in the concept of sustainability, incorporates it in every possible area of action and profits from the benefits. Scandic is clearly a leader when it comes to sustainability efforts in the hotel industry. In this regard, the business acts as a role model and may motivate other businesses to follow. The thesis concludes by giving recommendations for further research.

The hotel industry prides itself in its welcoming attitude towards its guests by offering hospitality, comfort and privacy. At the same guest safety and security has been argued to be of primary concern in the industry. The aim of this thesis is a) to study how hoteliers develop and implement risk management plans and procedures to ensure safe hotel operations, and b) to study how it is possible to gap the bridge between providing hospitable services, which at the same time are safe and secure. A qualitative, cross-case study has been applied. The study builds on theories composed primarily of established step-by-step risk management processes. In-depth interviews were carried out with four managers at different hotels across Sweden. The study found that the hotel industry in Sweden lacks a common risk management framework for which to implement consistently and coherently. A common framework would enable hotels to embrace risk management and be able to utilize it in their operation. Furthermore, it was found that risk management ought to be integrated in all organizational activities and processes. It should not be an isolated event, but rather implemented on an on-going basis. It is imperative for hoteliers to realize that hospitality is not only related to offering qualitative services, but also that ensuring guests of their safety/security is a major part of the overall service. In addition, providing hospitable services that are safe at the same time necessitates that risk management is implemented consistently by regularly aiming to raise current standard. Hence, continuous improvement ought to be of fundamental importance in any organization that is fully committed to risk management. This thesis, therefore, suggests a model that interlinks risk- and quality management.

This thesis is focused on online marketing and its application and use in hotel industry. The aim is to familiarise the reader with this issue and in the context of this objective create a study with a comprehensive view on online marketing in hotel industry, that is further complemented by the own research. In the context of primary research was determined the sub-objective - to analyse the situation of online marketing on the market of hotels in Prague, especially in terms of their internet presentation and advertising in search engines. The thesis is divided into three parts. First is a theoretical definition of online marketing, which is followed by secondary research concerning the usage of internet in the Czech Republic, then there is a mapping of the current situation in hotel industry, where is again used secondary research. The thesis concludes with primary research focused on the online marketing of hotels in Prague. Whole thesis is carried out in cooperation with the company Blueberry.cz Apps, s.r.o.

The purpose of this study was to determine if the hotel industry could reduce a portion of its operating costs used for unnecessary lighting expenses. The study was conducted at the Donaldson Brown Center in Blacksburg, Virginia with 32 hotel guests participating. Data was collected to determine light fixture usage during periods of guestroom inactivity (inactive is defined as periods after the guest had checked-in but was out of the guestroom). Two treatment rooms and two control rooms were monitored to determine inactivity of the room, usage of light fixtures, and usage of daylight. Light levels and wattage readings were taken to determine consistency in light levels of the lamps and energy used by the different fixture/lamp combinations in each of the four rooms. One treatment room and one control room were on the east side of the building and the other treatment and control room were on the west side. The test rooms were evaluated to insure that all interior variables (i.e., structural configuration, size, materials and finishes, furnishings, light fixtures, and HV AC system) were controlled. The only features changed in the guest rooms were lamps housed in the fixtures of the two treatment rooms where the ceiling fixtures were relamped with two 16 watt compact fluorescent lamps (CFLs) and portable fixtures were relamped with one 18 watt CFL. Standard incandescent lamps were used in the control rooms. It was found that the time lights arc left on in inactive rooms can amount to a considerable portion of a hotels operating costs for energy usage. Results show a 64-71 % reduction in energy consumed by CFLs compared to incandescent lamps. Fixtures housed with incandescent lamps cost an average of $.008 per hour to run compared to those lamped with CFLs which cost $.003 per hour to run. Through total or strategic relamping of fixtures, operating costs for electric lighting can be cut by more than 50% and energy resources would be saved. Implemented environmental strategies could then be used as a marketing tool to attract environmentally conscious consumers. / Master of Science

Work is focused on the latest trends in hotel management and marketing. The main aim is to suggest a strategy and marketing management for hotel Julian **** Prague. Secondary aim is the implementation of marketing research regarding customer satisfaction and situational analysis of the hotel. The theoretical and methodological section describes the theoretical basis for the theme from professional sources. The chapter is divided into two parts, each of them deals in detail with the latest trends in management first, then in marketing. An overview of the object highlighting the main points necessary to approach the character of the hotel. On company profile is established the detailed situation analysis that includes PEST analysis, analysis of competitive forces and SWOT analysis. The last chapter is a marketing research project focused on customer satisfaction with communications hotel via the internet. In conclusion, followed by interpretation of results situational analysis and marketing research and recommendations on marketing management hotel.

Course: FOA214 Bachelor Thesis in Business Administration, 15 ECTS University: Mälardalens University School of Business, Society and Engineering Date: 2014, June 2nd Authors: Enkhluun Enkhmandakh, Cimin Ghaffari and Junyao Song Tutor: Zarina Osmonalieva Examiner: Eva Maaninen-Olsson Keywords: Hotel industry, service, internal marketing, front line employee, job satisfaction, Scandic Hotel. Research Question: How does Scandic Hotel in Västerås influence front line employee job satisfaction through internal marketing activities? Purpose of Research: The purpose of this thesis is to describe and analyze how hotels can influence front line employee job satisfaction through internal marketing. This thesis is useful for organizations in the hotel industry to gain a deeper understanding of the connection between internal marketing and job satisfaction as well as the outcome of job satisfaction. Method: This descriptive case study has used a deductive strategy. A qualitative approach was applied to collect the empirical data through interviews with the General Manager of Scandic Hotel in Västerås. Both primary and secondary data have been gathered to achieve the purpose. Within-case analysis was used to analyze the collected data. Conclusion: It was discovered that Scandic Hotel in Västerås acknowledges the importance of front line employee job satisfaction and is able to influence it through internal marketing activities. Through analyzing the theories and the empirical data two differences were found. It is believed that the result can be generalized to others in the hotel industry. The thesis also noticed a link between the four components of internal marketing and the five dimensions of job satisfaction.

A qualidade dentro da hotelaria, segundo a perspectiva dos hóspedes pode ser igual, inferior ou superior às suas expectativas. Para estimar esta qualidade é preciso estabelecer atributos, medi-los e elencá-los. Este trabalho propôs-se a através de um levantamento bibliográfico, chegar a atributos de qualidade nos serviços de hotelaria, e posteriormente medi-los junto aos hóspedes dos hotéis de Ribeirão Preto, visando contrastar as diferentes necessidades dos clientes hoteleiros de lazer e negócios. Para isso foi utilizada a aplicação de questionários com o método SERVQUAL em clientes de hotéis da cidade. Esta ferramenta compara as expectativas e percepções dos mesmos. Os dados obtidos foram analisados estatisticamente. O estudo aponta para hóspedes de lazer e negócios com perfis diferenciados de gênero, renda, frequência de viagens. Quanto às questões comparativas do SERVQUAL, conclui-se que os hóspedes de lazer estão quase totalmente satisfeitos com os hotéis nos quais se hospedaram na cidade. Porém, aponta hóspedes de negócios que desejam mais do que encontram nestes estabelecimentos. Há pontos a melhorar em quase todas as dimensões: tangibilidade, confiabilidade, responsividade e segurança. Para o atendimento de excelência dos indivíduos que viajam com este tipo de motivação torna-se necessário ampliar o conhecimento sobre os mesmos e adotar medidas efetivas para sua satisfação. / The quality in the hotel industry, in conformity to the guests perspective can be equal, lower or higher than they expected. To appraise this quality it is needed to establish attributes, measure and order them. This study intends to make a bibliographical research to find quality attributes in hotel services and after that, to test them among Ribeirão Pretos hotel guests. The objective is to contrast different needs of these business and leisure guests. For that, SERVQUAL Method it was used and required questioner applications to the citys hotel clients. This instrument compares the expectations and the perceptions of these two different types of costumers. The data obtained was statistically analyzed. The study has as aim either to leisure and business guests with distinct profiles of gender, income, travel frequency. When it comes to SERVQUAL comparative questions, it was concluded that leisure guests are very much satisfied with the hotels that they are lodged in town. Meanwhile, the study shows business guests that wish more than they find in these establishments. There are aspects to work on almost every dimension: tangibles, reliability, responsiveness and security. To have an excellence attend of individuals who travel with this kind of motivation, some increasement in knowledge about them and adoption of effective ways to measure for their satisfaction are necessary.