The tourism and hospitality industry has made a meaningful contribution to the development of the South African economy. Not only the hotels, but also the demand for self-catering holiday properties such as guest houses and bed-and-breakfast (B&B) establishments is increasing which could boost the tourist industry. Moreover, the prospect of the self-catering holiday properties in South Africa is extremely positive, particularly when the country is given the opportunity to hold the 2010 FIFA World Cup. Thus, expectations and perceptions are significantly shaped and transformed by the prosperous environment. The self-catering holiday properties should provide the best possible service to international and domestic tourists and ensure that their needs are fully met. The general purpose of this study was to evaluate the service quality of guest houses and B&Bs in the Nelson Mandela Bay by comparing guests’ expectations and perceptions. The results of this study could assist the managers of guest house and B&B in improving its service performance to more effectively fulfil the needs of dynamic tourist market. The literature study provided an overview of tourism industry from the management and marketing perspectives, services marketing and a detailed discussion of service quality focusing on the nature of services, determinants of service quality and techniques for measuring service quality. The SERVQUAL model and its derivative, Lodging Quality Index (LQI), were adapted for measuring the guests’ perceived service quality in this research. ii The empirical data was collected by means of a survey, using a self-administered questionnaire distributed to guests who were staying at guest houses or B&Bs in the Nelson Mandela Bay identified in terms of convenience sampling. One hundred and five useable questionnaires were received. The empirical findings based on the perception-minus-expectation (P-E) gap analysis showed that the perception mean scores were consistently lower than the expectation mean scores. This implies that guests perceived service quality of guest house and B&B to be relatively low. It is recommended that the managers of guest houses and B&Bs should: {u10007A} uniform the employees; {u10007A} use every tool to figure out what the guest wants; {u10007A} establish specific working procedures and help employees to understand their job responsibilities and mangers’ expectations; {u10007A} invite suggestions of existing located facilities from guests, and move the inconvenient facilities if possible; {u10007A} employ a communication audit to evaluate the overall quality of the communication system by comparing communication objectives to actual performance; {u10007A} combine useful destination information from different sources and update them on the website frequently; and {u10007A} apply an attracting layout to build positive image.

Masters in Public Administration - MPA / The topic of this mini-thesis evolved out of the author's internship at the Centre for Tourism Research in Africa and his own background in Kampala/Uganda. Both the Western Cape and the Kampala regions ~d as significant tourism regions, with most of the attention falling on formal sector facilities for middle to higher income visitors.

民宿在台灣已經行之有年，因應國人旅遊型態改變，從傳統的旅遊團到現在的自由行，改變了旅遊和住宿產業，而民宿產業也逐漸受到市場歡迎。本研究以宜蘭縣冬山鄉民宿為例，探討其經營管理及行銷方式，本研究方法採個案研究、深入訪談法，調查宜蘭冬山鄉三家民宿業者。 研究結果顯示：(1)每家民宿經營就是一個故事，應結合故事行銷，創造特殊價值；(2)民宿業者應以特定的群體或族群爲行銷重點對象；(3)民宿管理必須結合業者的興趣或專業；(4)民宿淡旺季明顯，為了穩定經營，建議與文化創意產業、節慶活動及地區活動結合；(5)民宿的未來發展，可與跟藝術產業作異業結盟，以符合小眾、重遊旅客的需求；(6)政府應參考先進國家民宿之相關法規，協助民宿永續發展。 / The bed and breakfast (B&B) is popular for years in Taiwan. The travel type has already changed from traditional tours to self-service travelling. This research is investigated by case study and deeply interview methods. The managing B&B of the Dongshan in Yi-Lan is our case study. Results have shown:(1)Each managing B&B might have a special story;(2)B&B manager should focus on specific target groups for marketing;(3)B&B managing must be combined with manager’s interests or professional knowledge;(4)The B&B should link up festivals and local activities;(5)In future,the B&B could be integrated into new art and culture activities for some travelers;(6)The Government should refer to the relevant regulations of advanced countries and help B & B sustainable development. / 摘要 i Abstract ii 誌謝辭 iii 目錄 iv 圖目 v 表目 vi 第壹章 緒論 1 第一節 研究背景與動機 1 第二節 研究問題與研究目的 4 第三節 研究範圍與對象 5 第四節 研究流程 6 第貳章 文獻探討 7 第一節 民宿之定義 7 第二節 民宿經營管理與相關研究 12 第三節 民宿行銷策略與相關研究 16 第參章 研究方法 21 第一節 研究架構 21 第二節 研究流程 21 第三節 研究對象 22 第四節 研究工具 22 第五節 訪談大綱 26 第肆章 研究分析 27 第一節 A民宿 27 第二節 B民宿 31 第三節 C民宿 38 第四節 管理意涵 42 第伍章 研究結果與建議 44 第一節 研究結果 44 第二節 研究建議 46 參考文獻 48 圖目 圖1-1 2003年～2015年5月宜蘭地區民宿家數統計圖 2 圖1-2 2006年～2013年宜蘭縣觀光休憩區遊客人次統計圖 2 圖1-3 2006年～2015年宜蘭地區民宿客房住用率統計圖 3 圖1-4 研究流程圖 6 圖3-1 研究流程圖 21 表目 表 1-1 旅遊住宿方式 1 表 2-1 民宿的定義 8 表 2-2 民宿的類型 11

微型旅館產業是近年來因應旅遊市場需求成長而誕生的新興產業，係結合地方特色小規模發展的觀光住宿服務。早期自因風景區周遭開始出現，而後開始大幅擴展至今全台上千家的榮景，包括宜蘭、花東、南投清境及墾丁地區甚至離島等地數量相當龐大，進而形成許多微型旅館特色聚落。然而，隨著市場逐漸成熟也日趨競爭，加上現今對微型旅館經營的規範仍存在相當多模糊地帶，面臨法律跟不上市場的窘境，及造成市場上相關服務良莠不齊；另外微型旅館不可避免仍是觀光服務業的一環，仍需一定程度的投入、以企業專業經營並佈局更宏觀長遠的策略規劃才能永續發展。故本研究選取清境某系列民宿為研究標的加以分析整理，以商業經營模式圖將各項活動予以展開，並探討旗下三間不同風格微型旅館之定位設計並比較其異同，最終由個案結論衍伸至未來成長之願景發想。 / BNB industry, which also called Bed and Breakfast, is one of the most thriving industry in Taiwan recently. By combining with regional trait, BNB industry is growing faster as the demand of traveling market becomes mature. However, the more customers are willing to choose BNB , the more competitive market will be. In addition, there are still lots of grey zone about regulating the industry in the policy, and it makes disputes frequently. Although the average scale in the industry is small, it definitely needs certain level of investment and professional management to sustainable development. To discuss the main issue of BNB industry in Taiwan, this paper choose The Old England Manor and the other related BNBs as the objects of study. Through reorganizing and analyzing its business model, we present and compare the differences and finally discuss the possible prospect in the future.

Submitted by Coordenação Hotelaria (hotelaria@vm.uff.br) on 2016-05-04T18:13:25Z No. of bitstreams: 1 TCC Paulo Ricardo.pdf: 1691588 bytes, checksum: db572ad92b16466c7793b86c03779d68 (MD5) / Made available in DSpace on 2016-05-17T13:13:23Z (GMT). No. of bitstreams: 1 TCC Paulo Ricardo.pdf: 1691588 bytes, checksum: db572ad92b16466c7793b86c03779d68 (MD5) / O bairro de Santa Teresa é o que possui a maior concentração de meios de hospedagem do tipo Cama e Café na cidade do Rio de Janeiro. De caráter exploratório e qualitativo, o presente trabalho baseou-se em entrevistas realizadas nos Cama e Cafés desta região, buscando investigar a adesão ao novo Sistema Brasileiro de Classificação de Meios de Hospedagem – implementado em 2011 pelo Ministério do Turismo. Foram verificadas, ainda, as características de hospitalidade inerentes a este tipo de empreendimento. O presente estudo resgata as características e definições de hospitalidade por meio de revisão bibliográfica. Conta a história da evolução dos meios de hospedagem, sobretudo os Cama e Cafés, e contextualiza-o no tempo e na história do bairro Santa Teresa, expondo desde os seus principais atrativos até sua vocação turística. Por meio de entrevistas e da observação sistemática nos empreendimentos de Cama e Café, apresentam-se as respostas que respondem a problemática deste trabalho. / The neighborhood of Santa Teresa is the one with the highest concentration of means of accommodation type Bed and Breakfast in the city of Rio de Janeiro. Exploratory and qualitative in nature, this study was based on interviews in bed and Breakfast in this region in order to investigate the adherence to the new Brazilian System of Classification of Lodging Facilities - implemented in 2011 by the Ministry of Tourism. Furthermore, the characteristics of hospitality inherent to this type of development were observed. This study will delineate the characteristics and definitions of hospitality through literature review. Tells the story of the evolution of lodging facilities, especially the bed and Breakfast and contextualizes it in time and history of Santa Teresa, from exposing their main draws up its tourist vocation. Through interviews and systematic observation in ventures Bed and Breakfast, we present the answers that respond to issues of this work.

South Africa was presented with the unique opportunity of hosting the first 2010 FIFA World Cup (FWC) on African soil. This unique opportunity further extended itself to the non-hotel accommodation providers, as it was the first time in history that FIFA agreed to accredit non-hotel accommodation providers for the tournament. The research intended to examine the extent of the use of the housing asset to generate income from the 2010 FWC. The study was conducted in the municipal area of eThekwini Municipality (Durban), South Africa. The case study areas consisted of the lower-middle income, upper-middle income and high-income areas of Umbilo, Manor Gardens and Durban North respectively. The data collection method used in the study areas was a household survey with 30 respondents. The respondents were from the high-income area of Durban North, upper middle-income area of Manor Gardens and lower-middle income area of Umbilo. Interviews were conducted to collect data from financial institutions. Data was collected from conventional and non-conventional financial institutions. The findings of the study revealed that the extent to which the housing asset was used to generate income from the 2010 FWC was not high or considerable. This was due to many home-based enterprise (HBE) owners stating that FIFA would stand to benefit largely from the 2010 FWC, with no institutional support for HBE owners to benefit from government. It was also found that conventional and non-conventional financial institutions were not willing to provide financial assistance to HBE owners specifically for generating income from the 2010 FIFA World Cup, due to the short duration of the event. In conclusion, it was recommended that instruments to drive the implementation of the policies be deployed, to create an enabling environment for the small business sector to grow at a household level. A policy should be developed in eThekwini Municipality that standardises the land use management applications and zoning for accommodation providers and HBEs in line with the eThekwini Municipality’s drive to be the ‘Events Capital of Africa’. Intervention from government at all levels is required to ensure that the HBEs in the small business sector benefit from mega-events such as the 2010 FWC. / M. Housing University of KwaZulu-Natal, Durban 2013.

Since the inception of the new dispensation, entrepreneurship has been identified as one of the key enablers of economic participation. For this reason the government has established strategic institutions and mandated them to promote entrepreneurship in the country with the aim of increasing economic participation and entrepreneurial activities. One of the key and the fastest growing industries that have been identified as needing attention with regards to increasing participation of the women entrepreneurs is the tourism industry. There is now a noticeable growth of women entrepreneurs in this industry. They are found running bed and breakfasts (B&Bs) and conducting tours in urban areas as well as townships and rural areas. This is further evident if one looks at the value chain in the tourism sector. However, women entrepreneurs that are found in this sector are facing specific challenges that hinder their progress towards achieving sustainable businesses, especially those running or intending to run B&B businesses. Some of these challenges are sector related and some are just inherent to pursuing an entrepreneurial journey. The participation of women in the mainstream of entrepreneurship presents unique challenges as well. Women were never allowed to participate fully in the entrepreneurial activities. The latter still contributes to the challenges faced by women in their journey towards developing and operating sustainable businesses irrespective of the industry in which they operate in. Based on the above discussion, the main problem statement of this study is: To develop a strategic entrepreneurial model to enable female entrepreneurs to operate sustainable B&B businesses in the tourism industry.

Architecture has meaning and purpose when it is seen not as something that firmly must exist, but as the possibilities that a situation creates. I have not yet found that which is concretely architecture, but I can say that which is concretely architecture, but I can say that which could exist as beauty in this world. The design of everyday objects becomes architecture to me, whether it be of a building, a piece of jewelry, or a piece of pottery. My undergraduate thesis was a study of the interaction of a curved wall and a straight wall, as autonomous elements. I proposed not only the spacial design but also how it is affected and changed by the site; namely the repetition and orientation. In my graduate work, I undertook an investigation of the connection between old and new. My thesis suggests, in the form of three schemes or plans, what that connection could be and how it creates and affects architecture. / Master of Architecture

Since the advent of the Internet, the number of individuals and organisations using tools such as the World Wide Web and cell phones has increased, and is continuing to grow at a rapid pace. Social media has provoked fundamentally different ways of doing business, and organisations rapidly had to get on this social media bandwagon to stay up to date with the latest market trends and ahead of the competition. Although social media is already broadly used among South African businesses, the perception regarding the use of social media as a promotional mix element has not been investigated sufficiently in South Africa. The primary purpose of this study was therefore to determine the perception of star-graded accommodation establishments, operating in the Western Cape province of South Africa, regarding the use of social media as a promotional mix element. A broad and in-depth literature review was conducted on the use of social media and social media as a probable promotional mix element. An empirical study was conducted, in which data was collected from star-graded accommodation establishments operating in the Western Cape by means of a web-based (computer-assisted) self-administered questionnaire. A quantitative approach was followed in order to satisfy the research objectives of this study. The results of this research study indicate that social media is perceived to be an instrumental marketing element in star-graded accommodation establishments and can indeed be considered an element of the promotional mix. / Business Management / MCOM (Business Management)

Since the advent of the Internet, the number of individuals and organisations using tools such as the World Wide Web and cell phones has increased, and is continuing to grow at a rapid pace. Social media has provoked fundamentally different ways of doing business, and organisations rapidly had to get on this social media bandwagon to stay up to date with the latest market trends and ahead of the competition. Although social media is already broadly used among South African businesses, the perception regarding the use of social media as a promotional mix element has not been investigated sufficiently in South Africa. The primary purpose of this study was therefore to determine the perception of star-graded accommodation establishments, operating in the Western Cape province of South Africa, regarding the use of social media as a promotional mix element. A broad and in-depth literature review was conducted on the use of social media and social media as a probable promotional mix element. An empirical study was conducted, in which data was collected from star-graded accommodation establishments operating in the Western Cape by means of a web-based (computer-assisted) self-administered questionnaire. A quantitative approach was followed in order to satisfy the research objectives of this study. The results of this research study indicate that social media is perceived to be an instrumental marketing element in star-graded accommodation establishments and can indeed be considered an element of the promotional mix. / Business Management / M. Com. (Business Management)