There have been a number of studies that examine how public relations practitioners respond during a crisis. Many researchers have examined the various response strategies and the success or failure of theses methods. Because a crisis can have legal ramifications, it is important that a good working relationship between the legal staff and public relations staff exists. To better understand the relationship between the two groups and the response strategies generated during a crisis, more research in this issue is needed. This study focused on response strategies used during a racial discrimination lawsuit. The objectives of the study were to determine which strategies were used most often, and how the influence of legal staff and public relations staff determined the responses.A content analysis of newspapers found in a NexisLexis search, during the crisis period, was used to gather responses made by spokespersons. The search yielded twenty-seven usable newspaper articles and sixty-two responses from company spokespersons.Coders were trained to identify the response strategies that were defined as traditional public relations strategy, traditional legal strategy, mixed strategy and diversionary strategy. A chi-square test was used to test the hypothesis. The findings supported a balance between the use of traditional public relations strategy and traditional legal strategy.Further analysis identified a significant increase in the use of traditional public relations strategy when a public relations firm was retained to remedy the crisis situation. The study also supported a collaborative working relationship between public relations and legal counsel. / Department of Journalism

Submitted by Filipe dos Santos (fsantos@pucsp.br) on 2017-04-04T13:23:41Z No. of bitstreams: 1 Lindinalva Pereira.pdf: 1302744 bytes, checksum: da89c65faf710853664874dd1c23f623 (MD5) / Made available in DSpace on 2017-04-04T13:23:41Z (GMT). No. of bitstreams: 1 Lindinalva Pereira.pdf: 1302744 bytes, checksum: da89c65faf710853664874dd1c23f623 (MD5) Previous issue date: 2017-03-15 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / The basis of sustainable development is formed by the abandonment of the predominance of classical economic theory. The stimulus required in our present world has its most basic principle based on the concept where social, environmental and economic are intrinsically linked. The impact of the theme, the passion for tourism and the relative updating of the subject with the publication of Agenda 30 by the UN, gave rise to this work whose focus was on the questioning about the contribution of small lodging facilities to social and environmental issues, exploring the practical application of the hotel actions, projects and business strategies. This work was associated with a critical evaluation of how the Green Marketing could contribute to add value to the business, generating competitive differential and better positioning for companies in the sector. It is based on the theories of Service Marketing, Green Marketing, Social Responsibility, Sustainable Development and Tourism I developed a more comprehensive conception of the theme and a maturity in relation to the representativeness of the subject for the different stakeholders involved. Endowed with this important base, the work was developed focusing on the small lodging called Hotel Fazenda Campos/Parque dos Sonhos located in the city of Socorro, in the state of São Paulo, Brazil. To Observe. To explore. To interview. The basic premise was that the socio-environmental practices of the establishment were operative and recognized by any competent institutions. The broad reflection in search of leading or innovative initiatives allowed us to infer some guidelines that may be decisive for the implementation of Green Marketing strategies in small lodgings: the entrepreneurship of the owner and the benefits of social and environmental certification processes. The necessary process review allows optimization of the whole chain and the cost reduction, as well as a spontaneous exposure of the company to its stakeholders / A base do desenvolvimento sustentável é formada pelo abandono da predominância da clássica teoria econômica. O estímulo requerido em nosso mundo atual tem seu princípio mais básico apoiado no conceito onde social, ambiental e econômico estão intrinsecamente ligados. O impacto do tema, a paixão por turismo e a relativa atualização do assunto com a publicação da Agenda 30 pela ONU, deram origem à esta dissertação cujo foco fora nos questionamentos sobre a contribuição dos meios de hospedagem de pequeno porte para questões socioambientais, explorando a aplicação prática das ações, projetos e estratégias de negócios próprias do mercado hoteleiro. À este produto associou-se uma avaliação crítica de como o Marketing Verde poderia contribuir para agregar valor ao negócio, gerando diferencial competitivo e melhor posicionamento para empresas do setor. E é com base nas teorias de Marketing de Serviços, Marketing Verde, Responsabilidade Social, Desenvolvimento Sustentável e Turismo que se instrumentalizou uma concepção mais abrangente do tema e se desenvolveu uma maturidade em relação à representatividade do assunto para os mais diferentes stakeholders envolvidos. Dotado desta importante base, o trabalho foi desenvolvido tendo como foco o empreendimento hoteleiro de pequeno porte Hotel Fazenda Campos/Parque dos Sonhos localizado em Socorro, no estado de São Paulo. Observar. Explorar. Entrevistar. A premissa básica era que as práticas socioambientais do estabelecimento estivem operantes e reconhecidas por órgãos competentes em alguma de suas formas. A ampla reflexão em busca de iniciativas líderes ou inovadoras nos permitiu inferir algumas diretrizes que podem ser determinantes para a implementação das estratégias de Marketing Verde em estabelecimento hoteleiros de pequeno porte: o empreendedorismo do proprietário e a os benefícios de processos de certificação socioambientais. A revisão de processos gerada, permite uma otimização de toda a cadeia e redução de custos, além de uma exposição espontânea da empresa para seus grupos de interesse

To Chun Fung Cliff. / "Architecture Department, Chinese University of Hong Kong, Master of Architecture Programme 1996-97, design report." / Includes bibliographical references. / Design Report / Chapter Part 1 --- Introduction / Chapter 1.1 --- Personal Design Objectives / Chapter 1.2 --- Project Selection - Subject / Chapter 1.3 --- Project Selection - Clients and Users / Chapter 1.4 --- Project Selection - Site and Context / Chapter Part 2 --- Project Analysis / Chapter 2.1 --- Subject Analysis / Chapter 2.2 --- Client/User Analysis / Chapter 2.3 --- Site/Context Analysis / Chapter Part 3 --- Process / Chapter Stage 1 --- Form Exploration / Chapter Stage 2 --- Concept Generation / Chapter Stage 3 --- Zoning Arrangement / Chapter Stage 4 --- Schematic Design / Chapter Stage 5 --- Design Refinement / Chapter Stage 6 --- Special Study / Chapter Stage 7 --- Final Revision / Chapter Part 4 --- Final Project / Appendix / Programming Report

Poon Ching Pong, Adrian. / "Architecture Department, Chinese University of Hong Kong, Master of Architecture Programme 2009-2010, design report." / "May 2010." / Includes bibliographical references (p. 123). / RESEARCH / Observation --- p.6-7 / Play --- p.8 / Resort? --- p.9 / Images --- p.10 / Modernism & Post-modernism --- p.11-13 / Theme City --- p.14 / Need A Pause? --- p.15 / We Are Hamster --- p.16-17 / World --- p.18-19 / Coney --- p.20 / Play Forms --- p.21-23 / Play Forms & Programs --- p.24-27 / Concept Flow --- p.28-31 / Playgrounds & Play Forms --- p.32-33 / Hotel Concepts --- p.34-35 / W-Hotel --- p.36-37 / Hotel Morphology --- p.38-39 / Generic Hotel Settings --- p.40-41 / Hotel Programs --- p.42-49 / Comparison --- p.50-51 / Hotel-like Living --- p.52 / Argument --- p.53 / Concept --- p.54 / Statement --- p.55 / Murray Building --- p.56 / Conservation --- p.57 / Site Strategy --- p.58-59 / Players --- p.60-61 / Programs --- p.62-63 / Absorption --- p.64-65 / Posters --- p.66-67 / DESIGN / Maze Concept --- p.70 / Transitional Device --- p.71 / Murray Tube --- p.72-73 / Operation --- p.74 / Variations --- p.75 / Facade --- p.76 / Public-access --- p.77 / Structure --- p.78-79 / Game Rules --- p.80 / Guestrooms --- p.81 / Design Programs --- p.82-85 / Perspective Views --- p.86-89 / Section --- p.90-91 / Site Model --- p.92-93 / Maze Concept --- p.94-97 / Concept Model --- p.98-99 / Conceptual Schemes --- p.100-103 / Working Models --- p.104-107 / Final Model --- p.108-111 / Panels --- p.112-117 / APPENDIX / Reference --- p.120-121 / Abstract --- p.122 / Bibliography --- p.123

M. Tech. Tourism and Hospitality Management / This study aims to determine and evaluate which hotel attributes are deemed important by hotel customers and managers in Gauteng. This knowledge will help hotel managers identify which aspects of the hotel services they should improve upon and to which ones they should devote less time. By doing this, hoteliers will be able to meet customers needs with improved level of satisfaction and loyalty, which will contributes to increased revenue.

published_or_final_version / Architecture / Master / Master of Architecture

[Truncated abstract] This thesis investigates the phenomenon of organisational guanxi in business in the SOE hotel environment in south-west China. A general aim is to give the reader a sense of how organisational guanxi operates in this environment. It identifies the characteristics and roots of organizational guanxi and discusses the significance of its operation in this environment. This thesis also analyses the implications of the continued practice of organizational guanxi and the prospects of its future as the Chinese economy continues to evolve toward a more market orientation. In Chapter One, the phenomena of guanxi, mainzi and renqing are defined and the importance of their role in conducting business in mainland China proposed. … The findings of this new research in south-west China provide conclusive evidence that in this region the guanxi network remains the lifeblood of the business community (Kao, 1993). In addition, this research throws up some conclusions that are not aligned with that of Guthrie?s (2002) Shanghai-based findings. In Chapter Nine, The Conclusion, the major findings of this thesis are revisited and include the acknowledgement and definition of organisational guanxi, the exploration of the roots of organisational guanxi inside the danwei, the differentiation of intra-organisational guanxi from inter-organisational guanxi, the definition of the concept of guanxi neglect, and a comparison of the decay in the strength and usage of guanxi in south-west China with that in the Shanghai region.

Prática do turismo em áreas naturais vem se elevando nos últimos anos. Esta atividade vem atraindo um número significativo de visitantes nas regiões detentoras de recursos naturais que antes se deslocavam para localidades litorâneas. A região Amazônica é detentora de imponente floresta e de um grandioso rio, por isso foi a primeira a construir estabelecimentos hoteleiros em áreas naturais. Entretanto, nos últimos anos, novos complexos surgem na região e não se tem conhecimento a respeito se estes hotéis adotam as Ações Estratégicas da Política Nacional de Ecoturismo (EMBRATUR, 1994) que visa garantir às populações locais melhores condições de vida e a manutenção dos recursos naturais. Não se sabe se os estabelecimentos têm características de hotéis lodges ou ecolodges. Nesse sentido o estudo visa a identificar o uso das ações estratégicas nos hotéis de selva como suas características. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-05-13T17:47:18Z No. of bitstreams: 1 Dissertacao Maria Adriana Teixeira.pdf: 3032358 bytes, checksum: 8bd4821136e2a2f7d14f643b5034c4ce (MD5) / Made available in DSpace on 2014-05-13T17:47:18Z (GMT). No. of bitstreams: 1 Dissertacao Maria Adriana Teixeira.pdf: 3032358 bytes, checksum: 8bd4821136e2a2f7d14f643b5034c4ce (MD5) / The practice of the tourism in natural areas is rising in the last years. This activity is attracting a significant number of visitors in regions with natural resources, that before were dislocated to littoral localities. The Amazon region is the detainer of an imponent forest and a huge river; that is the reason it was the first one to construct hotel establishments in natural areas. However, in the last complex new years they have appeared in the region, and there is no information if these hotels adopt the Strategical Actions of the National Politics of ecoturism (EMBRATUR, 1994), in order to guarantee to the local populations, better conditions of life and the maintenance of the natural resources. It is not known if the establishments have characteristics of hotel lodges or ecolodges. In this case, the research wants to identify the use of the strategical actions in the forest hotels, as its characteristics too.

Thesis (MTech (Quality (Faculty of Engineering)))--Cape Peninsula University of Technology, 2009. / Customer satisfaction is one of the most important strategic mechanisms of best practice hotel organisations. Daily, managers and employees are continuously faced with the challenges of establishing and maintaining customer satisfaction. The purpose of this study is to seek and identify measures that can be used in the hospitality industry for purposes of assessing and evaluating customer satisfaction and customer service effectiveness. The results from the research will enable hotel owners, managers and decision makers to identify the best practices in customer service design, culminating in customer value. The primary objective of this study is to assess customer expectations and perceptions of service quality in Cape Town based hotels, and to identify the gaps between client expectations and perceptions. This will be used as a basis to investigate the challenges that Cape Town hotels experience pertaining to internal and external customer strategy development and satisfaction. These identified challenges will be used as learning opportunities for improvement in aspects of quality and to establish a usable model for the organisation (hotels) from which strategies can be developed for the effective management of customer relations, and to ensure that customer expectations of service quality are met. The researcher will use SERVQUAL and the Analytic Hierarchy Process (AHP) scoring method to rate the customer’s level of satisfaction with each service attribute into an overall service performance of each hotel. The researcher will recommend an appropriate quality improvement mechanism to measure, analyse and improve processes in the hospitality industry.

Thesis (MTech (Electrical Engineering))--Cape Peninsula University of Technology, 2010. / In recent years, the South African hotel industry has experienced increasing demand for hotel's services. At the same time, mounting costs of energy affects energy performance and public image. Energy management is a new approach to address those widespread problems. This study aimed to suggest good management practices and develop a "self-help" approach, to reduce the demand and costs of energy for the South Africa hotel industry. This is expected to result in monetary savings and conservation of energy resources. This has been done by conducting survey within seven selected hotels in Cape Town, metropolitan of South Africa. In addition, through the "self-help" guide, approaches to energy management system are also described, showing the ways for hotels to achieve better energy performance. Potentials for savings from good housekeeping are estimated to 10 - 15%. The "self-help" guide is recommended to be improved through implementation in pilot hotels; and the proposal set of benchmarks need to be different for hotels in different provinces of South Africa considering the differences in climate conditions. The result of this study range from presenting the energy conservation awareness, barriers, method of conservation, financial and institution mechanisms, policy measures, status of energy use and propose strategy to develop a "Self-help" guide for energy management in South African Hotel industry. It has been found that energy monitoring has been done in the South African Cape Town hotels. From the total energy consumed by this industry, electricity accounts 80% of it of which air conditioning takes the biggest share (about 50%) and the remaining for Liquefied Petroleum Gas (LPG), diesel and others fuels. In addition, through the "self-help" guide, approaches to energy management system are also described, showing the ways for hotels to achieve better energy performance. Potentials for savings from good housekeeping are estimated to 10 - 15%. The "self-help" guide is recommended to be improved through implementation in pilot hotels; and the proposal set of benchmarks need to be different for hotels in different provinces of South Africa considering the differences in climate conditions.