Thesis (MTech (Tourism and Hospitality Management)--Cape Technikon, Cape Town, 2004 / The problem of managing discipline in the hotel industry ranges from senior managers failing to manage discipline correctly, to junior/middle managers having insufficient practical experience and confidence to discipline effectively and justify the decisions they have made. Senior managers therefore lack confidence in junior/middle management's ability to manage discipline. The objective of this study is to provide senior management with simple, workable solutions to manage discipline correctly. This will enable senior management to delegate the management of discipline to junior/middle management correctly; to improve the confidence of junior/middle management in the management of practical discipline; to improve the confidence level of senior management in the ability of junior/middle management to manage discipline; and to .improve the ability of junior/middle management to correctly and confidently justify disciplinary decisions they have made. The study recommends that: senior management should take the lead and initiative to allocate time with junior/middle management to plan how to manage discipline effectively; the success of senior management's performance should be measured by how well junior/middle management achieve the performance competence to formally and practically manage discipline; senior management should provide structured feedback, coaching and counselling to junior/middle management on their performance; and senior management should coach junior/middle management on how to justify disciplinary decisions. The cost of this change, namely, coaching and influencing people, is not monetary, but one of commitment. It is the choice senior management should make. The choice is to want control or to coach, namely, to use power to change or influence change, to compel or develop people to take responsibility and ownership for what they were employed to do.

M.Tech (Department of Tourism Management, Faculty of Human Sciences), Vaal University of Technology. / Tourism is an extremely important sector in any economy of a country and is a package of combined services and goods. There are a variety of types of tourism, and tourism also has a variety of sectors and characteristics. Customer satisfaction is very important within any organisation, because it provides a variety of benefits. The Kano model and many theories assist in understanding customer satisfaction and the factors that better influence the satisfaction of the customers. To accurately measure the satisfaction of customers, there are a variety of guidelines to follow to develop a well-developed questionnaire. The main goal of this study was to determine customer satisfaction and the factors that contribute to customer satisfaction, based on a case study at a tourism establishment (accommodation establishment) in the Vaal Region. The objectives were to conduct a literature review to identify the factors that affect customer satisfaction at an accommodation establishment and develop a measuring instrument to determine customer satisfaction at an accommodation establishment. Furthermore, an empirical analysis was conducted to measure the level of performance of the identified factors at an accommodation establishment in the Vaal Region. Additionally, to determine the factors that contribute to the satisfaction of the customers at a specific accommodation establishment in the Vaal Region. Thereafter, determine the difference between the factors that are regarded as important contributors to customer satisfaction and the factors with which customers are satisfied with at an accommodation establishment. Moreover, determine the difference between customer satisfaction factors across trip-related and demographic variables at an accommodation establishment. Finally, recommendations were made regarding the empirical results and for future research. The research followed a case study approach using quantitative, exploratory and descriptive research to administer and test the questionnaire, and to evaluate the satisfaction of the customers. Furthermore, the study used a non-probability method, convenience sampling. The sample size of the study was 132 customers at the accommodation establishment and a questionnaire was used to measure the satisfaction of the customers. The results indicated that the majority of the respondents were totally satisfied with certain aspects at the accommodation establishment. In total 11 factors were identified that contribute to customer satisfaction, and a total of 10 factors were identified that influence the satisfaction level of the customers. There was a statistical significant correlation between the factors with which customers are satisfied with, the factors that the customers regard as important, other trip-related and demographic variables. It can be seen that the accommodation establishment must take into account the factors which influence customer satisfaction to obtain higher customer satisfaction by.

Indiana University-Purdue University Indianapolis (IUPUI) / This study is to assess the potential changes COVID-19 has had on the event, tourism, and hospitality industry; specifically, how the skillsets of event professional have changed. While the event, tourism, and hospitality industry is ever changing, COVID-19 vastly shifted roles, responsibilities, and jobs for event professionals. So far, few studies have been conducted to identify the potential changes in skillsets that current and future event planners need to be prepared for their job. Using data from event professionals via focus groups and a survey, this study identifies these new or heightened skillsets. The findings provide useful information for current event professionals in addition to educational programs who can adapt their curricula to best prepare future event professionals.

516 f. / Submitted by Suelen Reis (suziy.ellen@gmail.com) on 2013-04-29T15:52:08Z No. of bitstreams: 1 Tese Biagio Avena.pdf: 3466164 bytes, checksum: 4792c9ce4588945620649bfd0570431e (MD5) / Approved for entry into archive by Maria Auxiliadora Lopes(silopes@ufba.br) on 2013-06-10T19:52:51Z (GMT) No. of bitstreams: 1 Tese Biagio Avena.pdf: 3466164 bytes, checksum: 4792c9ce4588945620649bfd0570431e (MD5) / Made available in DSpace on 2013-06-10T19:52:51Z (GMT). No. of bitstreams: 1 Tese Biagio Avena.pdf: 3466164 bytes, checksum: 4792c9ce4588945620649bfd0570431e (MD5) Previous issue date: 2008 / As viagens e o turismo apresentam grande potencialidade formativa e educativa no Brasil, na França e no mundo. Contudo sua importância ainda precisa ser compreendida. Para tanto, se faz necessário considerar tanto seus aspectos psico-sociais, históricos, econômicos e culturais quanto a produção de conhecimentos que subsidiem um comportamento de acolhida adequado. A educação em turismo é uma alternativa para a transformação do processo de acolhimento em espaços de viagem, turismo e lazer. E o acolhimento é o elemento capaz de unificar os significados da viagem e do turismo. Este estudo, na interseção da educação, da viagem e do turismo, aborda experiências de aprendizagem, de formação e de educação pelas viagens (EAFEV) a fim de contribuir para a formação do docente e do profissional bem como dos viajantes confrontados a outras culturas e a uma possível (trans)formação deles próprios. Centrado nas realidades brasileira e francesa, reflete um panorama tanto nacional quanto internacional que poderá informar outros estudos em diferentes regiões e países. Para subsidiar a elaboração de uma pedagogia da viagem, do turismo e do acolhimento, busca-se apresentar um itinerário de estudos e reflexões para um futuro delineamento de uma proposta pedagógica que integre saberes, conhecimentos e práticas em relação às EAFEV; abordar, identificar e estudar as EAFEV; realizar uma cartografia do ensino e da pesquisa nesses campos no Brasil e na França; recuperar, socializar e difundir o conteúdo de obras não disponíveis no Brasil; contribuir para o repensar da formação/educação em turismo (no Brasil e no exterior). A abordagem multirreferencial na perspectiva de uma bricolagem metodológica tornou possível estudar tanto as viagens, o viajante, o turismo e o turista quanto a formação e a educação em turismo. Para isto uma ampla pesquisa da literatura nacional e internacional dos campos em foco foi desenvolvida. Uma cartografia foi elaborada por meio das categorias analíticas: pesquisa em turismo; formação pela viagem; educação pela viagem; formação para a viagem; educação para a viagem; formação em turismo e educação em turismo. São utilizadas igualmente as categorias ―desejo e ―viagem. Verificou-se que os estudiosos da área ressaltam a relevância das viagens na transformação do sujeito, evidenciando diversos aspectos do seu significado e contribuições no âmbito da Cultura, da Antropologia, da Filosofia, da História, da Literatura e da Mitologia. Observa-se a necessidade de uma modificação da formação dos sujeitos que possibilite o seu autoconhecimento e a construção de um comportamento sustentável. Aponta-se para a necessidade de compreender a importância das EAFEV e seus significados e contribuições à (trans)formação do sujeito-viajante; de considerar os equipamentos e serviços turísticos como espaços de aprendizagem e os profissionais das viagens, do turismo e do acolhimento como agentes pedagógicos; de utilizar o Mapa Conceitual como base para a reflexão dos docentes e coordenadores pedagógicos destacando os aspectos fundamentais a serem considerados na organização dos currículos de formação com vistas à superação das lacunas identificadas na formação discutida neste estudo. / Salvador

Literature review about corporate social responsibility (CSR) suggests that there are organisational benefits to be gained from unintentional discretionary expenditure in laudable behaviour. With this in mind, the methodology integrates insights from the ‘stakeholder theory’ and the ‘resource-based view theory of the firm’ to sharpen the strategic base for CSR investment. Quantitative and qualitative research techniques have been used to discover how business organisations are creating shared value for themselves and for society. The main study was carried out amongst hotel enterprises in Malta. The quantitative analysis tested the relationship between Strategic CSR (in terms of the organisational benefits) against the firms’ commitment, behaviour and resources devoted to CSR. Secondly the qualitative phase of this study involved an analysis of interviews with owner-managers across the Maltese hospitality industry and with experts who are responsible for setting policies in the tourism regulatory context. The results have indicated that responsible behaviour led to the firms’ financial performance and market standing, effective human resources management and operational efficiencies. Following the empirical findings a model representing the ‘creation of shared value’ for business and society has been put forward.

Объектом в настоящей работе выступает система подготовки кадров для индустрии гостеприимства в Швейцарии. Предмет работы – система подготовки кадров для индустрии гостеприимства. Цель исследования – изучение швейцарской системы образования и особенностей системы подготовки кадров для индустрии гостеприимства с учетом актуальных мировых тенденций. В соответствии с поставленной целью необходимо решить ряд задач: изучить роль персонала в индустрии гостеприимства;  проанализировать мировые тенденции в области подготовки кадров для индустрии гостеприимства;  проанализировать систему образования в Швейцарии и ее особенности;  выявить особенности швейцарской системы подготовки кадров для индустрии гостеприимства и сделать вывод о высоком уровне подготовки специалистов. Методы исследования включают: наблюдение и сравнение, анализ и синтез, структурный метод, метод аналогий, графические и статистические методы и др. Теоретическая и методологическая основа работы включает исследования как зарубежных, так и отечественных ученых, а также практиков в области гостеприимства, сервиса и туризма, менеджмента и управления персоналом, которые отражают проблематику и перспективы совершенствования системы подготовки кадров для индустрии гостеприимства. Научная новизна диссертации заключается в следующем:  в комплексном подходе к изучению образовательной системы Швейцарии; в выявлении системных особенностей подготовки кадров в швейцарских школах гостеприимства. Настоящая магистерская диссертация состоит из введения, двух глав и заключения. В первой главе изучена роль персонала в индустрии гостеприимства и проведен анализ трендов и актуальных мировых тенденций в этой области. Во второй главе изучены швейцарская система образования и особенности подготовки кадров для индустрии гостеприимства, опыт швейцарских школ, статистические показатели отрасли и аспекты практико-ориентированного швейцарского подхода. / The object of this work is the training system for the hospitality industry in Switzerland. The subject of the work is a training system for the hospitality industry. The purpose of the study is to study the Swiss education system and the characteristics of the training system for the hospitality industry, taking into account current global trends. In accordance with the goal, it is necessary to solve a number of problems: explore the role of staff in the hospitality industry; analyze global trends in the field of training for the hospitality industry; analyze the education system in Switzerland and its features; to identify the features of the Swiss training system for the hospitality industry and draw a conclusion about the high level of training of specialists. Research methods include observation and comparison, analysis and synthesis, structural method, analogy method, graphical and statistical methods, etc. The theoretical and methodological basis of the work includes research by both foreign and domestic scientists, as well as practitioners in the field of hospitality, service and tourism, management and personnel management, which reflect the problems and prospects of improving the training system for the hospitality industry. The scientific novelty of the thesis is as follows: in an integrated approach to the study of the educational system of Switzerland; in identifying the systemic features of training in Swiss hospitality schools. This master's thesis consists of an introduction, two chapters and a conclusion. The first chapter explores the role of staff in the hospitality industry and analyzes trends and current global trends in this area. The second chapter examines the Swiss education system and training features for the hospitality industry, the experience of Swiss schools, industry statistics and aspects of the practice-oriented Swiss approach.

The aim for this study was to explore how small and medium enterprises (SMEs) in the Swedish tourism and hospitality industry have managed their brand during the covid-19- pandemic. To fulfill the aim the following research questions were asked; “How have SMEs in the tourism- and hospitality industry managed their brand equity during the covid-19 pandemic?” and “How have SMEs in the tourism- and hospitality industry worked with branding in social media to cope with the pandemic?”. The study was limited to SMEs in the area of Swedish Lapland, since the tourism- and hospitality industry in this area was relatively harmed by the pandemic in comparison to several other industries. A qualitative approach was chosen with an exploratory nature by having semi-structured interviews with SMEs in Swedish Lapland. Findings show that SMEs in this study have been forced to change their work with brand equity due to the pandemic. To strengthen their brand equity the companies have started to collaborate to attract each other's customers. Branding in social media has become more important, and how companies use social media have changed. Activities such as entertainment, interaction and advertising on social media have increased in order to cope with the pandemic.

Online word-of-mouth (WOM) platforms have been referred to by various terms such as online communities, feedback systems, peer reputation systems, or consumer generated media. Such systems provide a global platform for customers to share their experiences, and also rate service providers. WOM systems are burgeoning on the Internet for products such as music and books (Amazon.com), news (Slashdot.org), consumer electronics (shopping.com), tourism and travel (Tripadvisor.com; Hotels.com), and many other products and services. As with the traditional WOM, numerous studies have shown that these systems have a significant impact on customer decision making process, their satisfaction with goods and services, and the overall value of online economic transactions. In this study, the primary focus were the product review systems (PRS). These review systems are less personal but more ubiquitous platforms for online WOM wherein consumers post reviews about the products/services they have consumed. These reviews are widely accessible to other consumers but are disseminated only when other consumer consult these reviews during the purchasing process. However, there are still numerous problems associated with these systems. Recent studies have shown that there are numerous instances of deceptive information provided by service providers themselves or customers who have been paid by commercial parties. Added to this is the problem of anonymity in a computer mediated environment that adds to the already existing uncertainty for the consumer. Further, each review system consists of hundreds of consumer reviews associated with any given product or service. Given that consumers face these numerous problems, research is yet to examine the factors that drive the consumers develop trust in these reviews, and base their purchasing decisions on the information gleaned from the review systems. The main objective of this study was to explore this interesting phenomenon. To this end, this study applied uncertainty reduction theory and Social identity theory to delineate certain aspects of the online reviews that might have an impact on the consumer's assessment of online product reviews. Based on these theories, it was hypothesized that the informational content of the review and social component of the review (individuals' identity information disclosure and the consumers' perceived similarity with this information) have a significant effect on the consumers' trust in a review and subsequently the purchase intention. Further, based on the elaboration likelihood model, it was also posited that consumers' use of these heuristics is more salient while evaluating high involvement products than low involvement products. To test the hypotheses, the study adopted a quasi-experimental design with 2x2 (2 levels each for information content and social component within-subjects) x 2 (2 involvement modes between-subjects) full factorial design. Based on two levels for each of these factors, four reviews similar to those found in sites such as tripadvisor.com were created. A total of 283 students (153 in high involvement mode and 130 in low involvement mode) evaluated these reviews and assigned trust scores as well purchase intention scores to each review. The data was analyzed using linear mixed models and structural equation modeling. The results showed that both the main effects, information content of the review, and the consumers' perceived social identity with the reviewer contribute to an increased trust in the reviews. The study data did not support the hypothesis that involvement of the activity moderates the above mentioned relationships. Within this, information content was found to be playing an important role in both the involvement modes whereas the social component explained more variance in the trust in the high involvement mode than low involvement mode. Some of the results concur with previous research in both traditional and online WOM. The significance of these results in the extant literature as well their implications for both product review system providers as well tourism and hospitality service providers are discussed in detail. / Business Administration

Made available in DSpace on 2016-12-01T19:18:49Z (GMT). No. of bitstreams: 1 Luisa.pdf: 639879 bytes, checksum: b4903b324f9ce9b222781f430cdd99a6 (MD5) Previous issue date: 2010-11-23 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The growing society`s environmental concerns have influenced managers to minimize the environmental impacts generated by their businesses. One of the factors responsible for environmental pro-activity within organizations is the internationalization, which in the hotel industry is characterized by the reception of foreign guests. Given the higher environmental awareness of the international audience, there is a theoretical assumption that the internationalization could impact the strategies of environmental management of lodging facilities. Therefore, the objective of this research was to analyze the influence of internationalization in the environmental management strategies of lodging facilities in Santa Catarina linked to the Roteiros de Charme Association. The research is characterized as qualitative. The main source of data consisted in semi-structured interviews with the proprietors of lodging facilities in Santa Catarina linked to the Roteiros de Charme Association. For treatment of the data the content analysis was used, which sought to transform raw data into meaningful. The results confirmed the existence of differences between the Brazilian s and the international s environmental behavior, but showed that the impact of globalization on environmental management strategies vary according to the manner by which the owner manages the environmental challenge. The amount of incoming international guests did not appear to influence the environmental strategies / A crescente preocupação ambiental por parte da sociedade tem influenciado os gestores a minimizar os impactos ambientais gerados por seus empreendimentos. Um dos fatores responsáveis pela pró-atividade ambiental dentro das organizações consiste na internacionalização, que no ramo hoteleiro se caracteriza pela recepção de hóspedes estrangeiros. Tendo em vista a maior consciência ambiental do público internacional, existe um pressuposto teórico de que a internacionalização poderia impactar as estratégias de gestão ambiental dos meios de hospedagem. Sendo assim, o objetivo desta pesquisa foi analisar a influência da internacionalização nas estratégias de gestão ambiental dos meios de hospedagem de Santa Catarina vinculados à Associação Roteiros de Charme. A pesquisa realizada caracteriza-se como qualitativa. A principal fonte de dados consistiu em entrevistas semi-estruturadas com os proprietários dos meios de hospedagem de Santa Catarina vinculados à Associação Roteiros de Charme. Para o tratamento dos dados foi utilizada a análise de conteúdo, a partir da qual se buscou transformar dados brutos em significativos. Os resultados confirmaram a existência de diferenças de comportamento ambiental entre estrangeiros e brasileiros, mas mostraram que o impacto da internacionalização nas estratégias de gestão ambiental varia conforme a maneira por meio da qual o proprietário administra o desafio ambiental. A quantidade de hóspedes internacionais recebida não pareceu influenciar as estratégias ambientais

Los avances tecnológicos facilitan la accesibilidad de los servicios de viaje a nivel mundial, el usuario ahora tiene la ventaja de preparar su propio itinerario desde un dispositivo móvil, guiándose de las recomendaciones en las redes. El desarrollo de nuevas herramientas, sistemas y aplicativos facilitan la oferta turística y hotelera, hacen que los canales de distribución de sus servicios lleguen de manera más directa a sus socios o cliente final, lo cual resulta en mejores precios y velocidad de respuesta. Estos avances tecnológicos generan nuevos retos en el profesional quien debe prepararse para responder a estas exigencias. Esto le permitirá acelerar la respuesta a los clientes con propuestas novedosas y atractivas. Adicionalmente, el creciente uso de la tecnología hace que el viajero pueda utilizar menos los servicios de una agencia de viajes. Este comportamiento se repite en la adquisición de reservas de hoteles y de boletos aéreos, ya que al ofrecerse a través de plataformas virtuales el viajero se conecta directamente con ellos en lugar de utilizar la asesoría de un agente de viajes. / Abstrac: Technological advances facilitate the accessibility of travel services worldwide, the user has the advantage of preparing their own itinerary from a mobile device, guided by the recommendations that finds out on the networks. The development of new tools, systems, and mobile applications facilitate the tourist and hotel offer, make the distribution channels of their services reach more directly to their partners or final customer, resulting in better prices and prompt reply. Moreover, these technological advances generate susceptibility in professional development who faces new challenges and respond to the new demands. The travel agent must have the technical knowledge and should accelerate the response to customers with attractive and innovative proposals. Additionally, the traveler prefers the use of technology instead of needing the service of a travel agent. This behavior is repeated in the acquisition of hotel and air tickets since the booking is offered through virtual platforms and the traveler connects directly with them instead of needing the advice of a travel agent. The technology affects the pace in the markets and the technological knowledge is highly needed on the qualified professionals. / Trabajo de suficiencia profesional