<p>The awareness regarding environmental issues is increasing and as a result a large number of products are eco-labeled. This enables the consumers to make enlightened environmental decisions when purchasing products. Eco-labeling is no longer for products only, but also for services like hotels. It’s difficult to determine what it actually means to eco-label a hotel and what kind of benefits it includes. Our goal for this essay regarding eco-labeling of hotels is to consider the question –why eco-label?</p><p>The essay also considers benefits or disadvantages connected to eco-labeling and also aim to collect theories and thoughts about the meaning of this in the future. In order to reach this goal the essay involves a case study with hotels who are eco-labeled and those who are not. It also contains information from interviews with representatives from four different eco-labeling organizations and one government environmental scientist. This combined with collected theories aim to give a clear picture about the main focus point –why eco-label? The results show that the hotels whom were studied consider environmental work as very important. It also shows that they notice an increasing demand among customers. The demand also seems to be higher among corporate customers. Eco-labeling can be used as a tool to show the customers that the hotel is working according to special criteria which aims to a more sustainable environment. Care about the environment and increasing customer demand are two main important reasons for the hotels to get an eco-label. It has also shown that there can be more reasons behind the decision to eco-label like; the assistance regarding environmental issues from the eco-labeling organization, competitive advantages, brand related and corporate values. There are also challenges associated with eco-labeling; the ones we have seen are that the environmental work can stop evolving after the label has been accepted. Sometimes the eco-label might not even be the most environmental friendly solution. We have also seen that the eco-labels are combined with different compromises and that they often cost money and take time to implement.</p><p>We have reached the conclusion that in the future eco-labeling of hotels is likely to be significantly important and collaboration between eco-labeling organizations will probably grow and be more international. The results do not generally apply for all hotels but it gives an important insight on eco-labels for hotels, and can give arguments about the subject.</p> / <p>Syfte: Syftet med uppsatsen bygger på frågan – varför miljöcertifiera? Uppsatsen ger således en bild av miljöcertifieringars roll och betydelse för hotellverksamheter, där för- och nackdelar ställs mot varandra. Även resonemang kring miljöcertifiering av hotellverksamheters sannolika roll och betydelse i framtiden behandlas.</p><p>Metod: Uppsatsen bygger på en kvalitativ forskningsstrategi och en hermeneutisk tolkningsstrategi. Informationsinsamlandet består av fallstudier, intervjuer, litteraturstudier och informationsinhämtning på internet. Tio intervjuer genomfördes med fyra personer från fyra olika hotell, både miljöcertifierade och inte, fem personer som på ett eller annat sätt arbetar med de olika miljöcertifieringarna samt med en forskare i miljöpolitik.</p><p>Slutsats: Studien visar att många vill engagera sig i miljöarbete, både hotellverksamheterna och deras kunder. Miljöcertifieringar kan även vara ett verktyg för att förmedla och strukturera miljöarbetet. Dessutom har det genom denna studie visat sig att miljöcertifieringen kan bidra med andra positiva aspekter som exempelvis en förbättrad image och identitet samt en tydligare struktur på miljöarbetet. Det finns dock problem och nackdelar även med miljöcertifieringar och med att miljöcertifiera sig, exempelvis att de kräver mycket resurser och att själva miljöcertifieringen inte behöver vara det miljövänligaste.</p>

The purpose of this study was to examine whether participants can form impressions and make inferences about a hotel based only on the physical environment or design of the hotel lobby. The study investigated how the interior arrangement, furnishings and other aspects of hotel lobbies influenced participants' first impressions and their inferences about the hotel as a whole. The lobby was selected because this is the first area inside the hotel that consumers see and therefore it is important for creating impressions. The specific objectives of this study were: to determine if the physical environment of the hotel lobbies could influence participants' overall perception of the hotels, to investigate what holistic perception participants reported about the hotels based on the design of their lobbies, and to investigate whether the physical environment of hotel lobbies is important in impression formation and in communicating the image of the hotels. In the present study, impression formation theory provided a theoretical framework for understanding how impressions were formed and how extended inferences were made. The theory provided the basis of understanding how people use physical environment cues to form impressions and make inferences about their environment. The participants of the study consisted of eight (8) males and 43 female undergraduate students enrolled during Spring Term, 2002, at Oregon State University. Instead of experiencing the real situation, participants were shown four (4) pictures of actual hotel lobbies and asked to form their impressions and make their extended inferences about the whole hotels based on the lobbies. The pictures selected showed variation in the interior space and components of the hotel lobbies, such as lighting, ceiling, floor, walls, architectural style, and furniture arrangement. The participants were shown one picture at a time projected on a screen in the front of the room. The order in which the participants saw the pictures was varied with each group to account for order effect. The pictures were shown in the following order; ABCD, DCBA, CADB and BDAC, one group at a time. Each picture was shown for approximately three minutes. After explaining the procedure to the participants, the researcher asked them to record their first impressions and make extended inferences about the hotel by responding to open-ended questions. They wrote statements about the first things that came to their minds when seeing the pictures of the hotel lobbies. Data collection took about 10-15 minutes for each session. The responses from the open-ended questionnaire were content analyzed according to themes that emerged from the responses for each slide. The emergent themes were reported and discussed based on the objectives of the study. Most of the impressions formed were shared by the participants regardless of their class standing, number of times they had stayed in a hotel recently, and their current major. Even though gender comparison was not made due to few male participants, the researcher observed that the males' impressions were more physical, whereas female's impressions were more emotional. That is, the males looked more at the design, available amenities and facilities, whereas females also commented on the friendliness, warmth and coziness of the hotel. When asked to, participants were able to form impressions about the entire hotels based on ambient factors in the lobbies such as lighting and cleanliness, and on design factors such as style and layout, space, color, architecture and other factors. Impressions were also made with regard to social factors, such as clientele and service personnel. Responses about the characteristics of the clientele ranged from families to business people, rich people and others. Participants were able to make inferences about the general atmosphere, cleanliness, type of customer service, available amenities and facilities, price of hotel rooms, possible location of the hotel, clientele, the size and decor of the guest rooms, and comfort and spaciousness, based only on their impressions of the hotel lobbies when prompted. They were also able to attach emotional, economic and physical feelings to their impressions. The findings of the study indicated that the environment of the hotel lobby might be rich in cues that are important in communicating image and suggesting impressions of the hotel. The study concluded that the design of the lobby might very well determine the approach or avoidance behavior of guests and potential guests. The quality of the environmental cues may also be important in communicating the quality and nature of service the hotel offers and the image it intends to portray. Therefore, in order to increase business, the environments of hotel lobbies should be designed to elicit approach behavior from guests or potential guests. / Graduation date: 2003

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. 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. The purpose of this thesis is to study and analyze storytelling and how it is used as marketing communication in the Swedish hospitality industry. 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. 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.

Tio procent av Sveriges befolkning har någon form av funktionsnedsättning. Var tionde person har alltså särskilda behov i sitt resande och är därmed beroende av att hela destinationens miljö är tillgänglig. Tillgänglighet är någonting som Stockholm Stad arbetar med då de har som mål att år 2010 vara världens mest tillgängliga huvudstad. Stockholm är en destination och en destination består av många olika aktörer, både kommersiella och icke kommersiella. Studien syftar därför dels till att undersöka om, och i så fall hur, en god tillgänglighet i Stockholm skulle påverka de enskilda turistiska aktörerna på destinationen. Studien syftar även till att undersöka vad dessa aktörer har för inställning till och motiv för tillgänglighetsanpassningar. Tillgänglighet kan studeras utifrån olika aspekter men denna studie kommer främst att behandla fysisk tillgänglighet utifrån ett etiskt och ekonomiskt perspektiv. I denna studie används en kvalitativ metod och ett hermeneutiskt synsätt. För att undersöka tillgänglighetsaspekter i turismbranschen intervjuades respondenter från Stockholm Stad, Stockholm Visitors Board, Sveriges Hotell och Restaurangföretagare, Clarion Hotel Stockholm, Hotell Birger Jarl, Nordic Light Hotel och Scandic Hotels. I studien används artiklar som behandlar etik och ansvarsfullt företagande (bland annat Corporate Social Responsibility) samt på vilket sätt tillgänglighet kan vara till godo för turismföretag och samhället. Studien presenterar även tidigare forskning som belyser betydelsen av samverkan på en destination och svårigheter i att separera destinationen och de turistiska aktörerna från varandra. Dessutom presenteras lagar och regler kring tillgänglighetsanpassning för att ge en övergripande bild av vad som lagmässigt krävs av aktörerna. Resultatet i undersökningen visar bland annat att turismföretag anser sig ta ett samhällsansvar när de gör tillgänglighetsanpassningar. Företagen vill vara etiska och tillgodose alla kunder, vilket inkluderar personer med funktionsnedsättning. Aktörerna anser samtidigt att ökad tillgänglighet skapar konkurrensfördelar då de får ett bredare kundunderlag samt bättre rykte och image genom sina anpassningar. De vill även vara affärsdrivande, det vill säga att investeringarna måste stå i proportion till kostnaderna. Med andra ord, om investeringar i tillgänglighetsanpassning inte skulle generera tillräckligt stora fördelar skulle företag inte anpassa mer än vad lagen kräver. Den etiska handlingen gällande tillgänglighetsanpassningar sker alltså inte alltid i osjälviskt syfte utan för att skapa ekonomiska fördelar genom gott rykte och bredare kundunderlag. Resultatet visar även att turismaktörerna i Stockholm skulle gynnas av att staden blev världens mest tillgängliga huvudstad. Detta skulle resultera i att staden fick fler besökare vilket i sin tur skulle ge fler affärstillfällen för de enskilda turismföretagen. / Ten percent of Sweden’s inhabitants have some kind of disability. That is, every ten person has special needs when it comes to travelling, and therefore is depended on whether the destination is accessible or not. In their goal for year 2010 Stockholm City wants to be the most accessible capital in the whole world. The destination involves many different operators, both commercial and non-commercial. This study is a research about how good the accessibility in Stockholm is, and how this would affect the individual tourism operators in Stockholm. Furthermore, this study’s purpose is to find out what the operators think about the accessibility adjustments. Accessibility can be studied from different aspects, but this specific study will first of all treat the accessibility from an ethic and economical perspective. Qualitative methods have been used in this study, in order to investigate accessibility within the tourism line. Respondents from Stockholm City, Stockholm Visitors Board, the Swedish Hotel and Restaurant Association, Clarion Hotel Stockholm, Hotel Birger Jarl, the Nordic Light Hotel, and Scandic Hotels, have been interviewed. In this study articles about ethics and responsible spirits of enterprise are used (for instance Corporate Social Responsibility), as well as in what way accessibility can be good for tourism enterprises and the society. The study also presents earlier research that brings up the signification of co-operation at a destination, plus how it is difficult to separate the destination and the tourism operators. Additionally, laws and rules about accessibility are presented to give an overall picture about what the operators need to do according to the law. The results show that the operators believe that they take liability against the society when they do accessibility adjustments. The operators want to be ethic and satisfy all customers, disabled people included. The operators also believe that increased access create competition advantages when they get more customers, plus a better reputation and image. They want to make profits, which means that the investments must be in proportion to the expenses. In other words, if the investments wouldn’t be profitable enough the operators wouldn’t adjust more than the law says. The ethic deed about accessibility adjustments is not always an unselfish cause but a way to make a profit by good reputation and more customers. The analysis shows that the operators in Stockholm would be favored if the city became the most accessible capital in the world. This would result in that the city got more visitors, which would generate more business opportunities for the individual tourism operators.

The awareness regarding environmental issues is increasing and as a result a large number of products are eco-labeled. This enables the consumers to make enlightened environmental decisions when purchasing products. Eco-labeling is no longer for products only, but also for services like hotels. It’s difficult to determine what it actually means to eco-label a hotel and what kind of benefits it includes. Our goal for this essay regarding eco-labeling of hotels is to consider the question –why eco-label? The essay also considers benefits or disadvantages connected to eco-labeling and also aim to collect theories and thoughts about the meaning of this in the future. In order to reach this goal the essay involves a case study with hotels who are eco-labeled and those who are not. It also contains information from interviews with representatives from four different eco-labeling organizations and one government environmental scientist. This combined with collected theories aim to give a clear picture about the main focus point –why eco-label? The results show that the hotels whom were studied consider environmental work as very important. It also shows that they notice an increasing demand among customers. The demand also seems to be higher among corporate customers. Eco-labeling can be used as a tool to show the customers that the hotel is working according to special criteria which aims to a more sustainable environment. Care about the environment and increasing customer demand are two main important reasons for the hotels to get an eco-label. It has also shown that there can be more reasons behind the decision to eco-label like; the assistance regarding environmental issues from the eco-labeling organization, competitive advantages, brand related and corporate values. There are also challenges associated with eco-labeling; the ones we have seen are that the environmental work can stop evolving after the label has been accepted. Sometimes the eco-label might not even be the most environmental friendly solution. We have also seen that the eco-labels are combined with different compromises and that they often cost money and take time to implement. We have reached the conclusion that in the future eco-labeling of hotels is likely to be significantly important and collaboration between eco-labeling organizations will probably grow and be more international. The results do not generally apply for all hotels but it gives an important insight on eco-labels for hotels, and can give arguments about the subject. / Syfte: Syftet med uppsatsen bygger på frågan – varför miljöcertifiera? Uppsatsen ger således en bild av miljöcertifieringars roll och betydelse för hotellverksamheter, där för- och nackdelar ställs mot varandra. Även resonemang kring miljöcertifiering av hotellverksamheters sannolika roll och betydelse i framtiden behandlas. Metod: Uppsatsen bygger på en kvalitativ forskningsstrategi och en hermeneutisk tolkningsstrategi. Informationsinsamlandet består av fallstudier, intervjuer, litteraturstudier och informationsinhämtning på internet. Tio intervjuer genomfördes med fyra personer från fyra olika hotell, både miljöcertifierade och inte, fem personer som på ett eller annat sätt arbetar med de olika miljöcertifieringarna samt med en forskare i miljöpolitik. Slutsats: Studien visar att många vill engagera sig i miljöarbete, både hotellverksamheterna och deras kunder. Miljöcertifieringar kan även vara ett verktyg för att förmedla och strukturera miljöarbetet. Dessutom har det genom denna studie visat sig att miljöcertifieringen kan bidra med andra positiva aspekter som exempelvis en förbättrad image och identitet samt en tydligare struktur på miljöarbetet. Det finns dock problem och nackdelar även med miljöcertifieringar och med att miljöcertifiera sig, exempelvis att de kräver mycket resurser och att själva miljöcertifieringen inte behöver vara det miljövänligaste.

Purpose: The purpose of this study was to examine the relationship between job satisfaction among hotel employees as well as the relationship between employee empowerment and contextual performance behaviours. Background: Most managers and scholars emphasize that an organization’s most important tool for gaining a competitive advantage is its people and; in order for the firm to attain success employees must be involved and active. It has been argued that success within the hotel industry lies with customer satisfaction, of which is the result of overall job satisfaction of the employee. Most hotels strive to empower their employees in order to deliver better quality service. In addition, contextual performance behaviours are also common practice in such places where employees have a broad range of duties and tasks. Both empowerment and contextual performance behaviours are thus seen to provide overall job satisfaction. Method: The research approach used was that of a single case study, using a survey instrument to collect data on facets empowerment and contextual performance behaviours. The Scandic Hotels of Jonkoping were used for this purpose. The data collected were then analysed by way of factor analysis and multiple regression methods to validate the hypotheses formed in the theoretical framework. Findings and Conclusions: Based on the results of the analysis, the majority of the hypotheses were supported.  Training and rewards showed a significant relationship with overall job satisfaction. Job dedication behaviours also showed similar results. In addition, information sharing and trust and training and rewards proved to have interrelationships as facets of empowerment.  Interpersonal facilitation and job dedication behaviours were also proved to be distinct behaviours within contextual performance.

I was interested in researching the underlying factors that drove resiliency in regional U.S. hotel markets. I did this by conducting an empirical analysis of twenty nine different markets post September 11 and investigating general, leisure and business variables. I concluded that leisure variables were the underlying drivers of resiliency in regional U.S. hotel markets. I then conducted an event study to try to apply my findings to stock market prices of publicly traded hotel companies. Although it was a challenge to differentiate between companies that depended more on leisure versus business customers due to their asset diversification, I categorized each company into one of the two subsets. If my findings held, I would assume that that the cumulative abnormal returns for the companies that relied on business customers would be more negative than the companies who relied on leisure customers. However, this was not the case, so the findings that leisure variables drive market resiliency were not a good predictor of stock market reaction.

Adopting green energy initiatives is deemed significant in reducing the carbon footprint of the hotel industry. In general, energy-efficient and renewable energy technologies offer wide applications in the hotel industry. The adoption of these technologies improves energy performance and reduces dependence on fossil fuels. Hotel organizational commitment towards sustainability is highly inconsistent across the industry. Essentially, this industry represents a continuum of adopters; some hotels are leaders who proactively adopt innovative and state-of- the-art technologies, while others adopt only basic practices, such as reusing towels. There exist several challenges to shifting hotel organizations toward implementing green energy measures. Sharing best practices and learned lessons is essential to convince less committed hotel organizations to take action. Along with sharing information, it is important to identify similarities and differences in decision-making on green energy measures in both committed and less committed hotels. This study explores factors affecting decision-making on green energy measures in the hotel industry. In particular, it examines the business case for these measures and identifies challenges that prevent hotel managers from taking action. The study findings suggest that similarities and differences among best practice and other hotels are related to the approaches taken in decision-making by hotel managers in the adoption of green energy measures in terms of short/long term energy planning, resource intensity and views about sustainability. The study further highlights success factors contributing to increased use of green energy measures and areas that need to be addressed in order to encourage hotel managers to adopt green energy measures.

A substantial literature has evolved focusing on the synergies generated by the strategic alliances (SAs). In this dissertation, the author chooses Starwood Hotels & Resorts Worldwide as the focal firm, and analyze the cases of SAs formed by its brands, including St.Regis, Westin, W Hotel and Element from year 2008 to 2010. First of all, this dissertation will discuss the development and the general condition of the hotel industry in the United States of America. And then present Starwood Hotels & Resorts Worldwide by analyzing its position in its brands. Also, this dissertation introduces the partner firms and then infers the reasons of the SAs and the synergies created by them. At last, gives the readers suggestions from those cases. According to the overall analysis, there are 5 kinds synergies generated by SAs are shown as follow. (1) synergies generated by brand alliance (2) synergies generated by CSR (3) synergies generated by social relation network (4) synergies generated by market (5) synergies generated by complementary abilities The managers can employ the 5 categories of synergies constructed by this literature when deciding partners, scopes and types of SAs. The categories and the practical cases presented will provide more directions and aspects for reference.

This study aims to analyze the istanbul Hilton, the izmir Grand Efes and the Grand Ankara Hotels, which are owned by the Pension Fund, during the 1950-1980 period that witnessed the formation process of modern tourism and tourism architecture in Turkey. As the first five-star hotels of their cities, these buildings provide the possibility of tracing the social transformation processes at the second half of the 20th century beyond their architectural properties that reflect and affect the zeitgeist of the period. In this manner, besides the architectural formation of the buildings, this thesis also aims to examine the participation of the hotels in social life and the relations of architecture with the changing city life and tourism. Moreover, this thesis offers historical perspectives about tourism architecture, about which adequate researches have not been provided yet. Chronologically, the first chapter formulates a general introduction. The second chapter issues the 1950s&amp / #8217 / Turkey and the istanbul Hilton Hotel. The third chapter issues the 1960s&amp / #8217 / Turkey and the izmir Efes Hotel and the Grand Ankara Hotels. The fourth chapter examines the critique of tourism that developed in the 1970s&amp / #8217 / social and political medium, and the last chapter is a general conclusion