The main source of the international hotel guests are mostly comprised of the travelers from foreign countries; and among those foreign travelers, the Japanese are always in the highest rank to Taiwan and become the most important market. On the other hand, since Mainland China has liberalized the Chinese for sightseeing abroad, the travel industry all over the world are widely opening their arms and try to absorb this big cake. Taiwanese tourism industry as well has been preparing and standing by the arrival of the Mainland Chinese for the recent years. This is the reason why the study will focus on these two major markets of traveler and take a close look to see that when selecting the international hotel in Kaohsiung, whether it will be affected by the different culture, traveling attitude, social or economic back-ground etc., so as to compare the importance of hotel facility and service quality in the perception of guest¡¦s recognition and satisfaction, a comparison of the difference. The IPA (Importance-Performance Analysis) along with SWOT analysis are applied to analyze the selecting factors of Mainland Chinese and Japanese travelers to six international hotels in Kaohsiung. Those factors are categorized into 6 groups : 1. service quality; 2. business facilities; 3. value; 4. room & front desk; 5. food & recreation; 6. security; A questionnaire is formed according to this format and 700 copies has been printed.This survey was conducted from 8th, Mar. to 8th, Apr. in 2006, and finally returned with 161 valid in Japanese and 116 valid in simplified Chinese, the rate of valid returned is 39.5%. The results of the analyses come out as follows: To both Mainland Chinese and Japanese travelers, Kaohsiung International Hotels remain few strengths, there are only two items of strength, i.e. IDD service is available. & Hotel provides comfortable ambience. Kaohsiung International Hotels should take serious considerations to enforce their strength in competition to improve higher occupation rate, i.e. for Mainland Chinese travelers, High quality in-room temperature control; for Japanese, High quality in-room temperature control. and Hotel F&B is value for money; those improvements will promote travelers¡¦ satisfaction.

<p>This thesis is conducted in the context of the hotel industry. Every year, the hotel investigated in this thesis completes a job satisfaction survey. The survey is built upon several facets from which an overall job satisfaction is derived. The problem is that the survey has through time shown poor results, especially with facets concerning management. When those facets were summed up with other facets, it had a strong negative influence on the overall job satisfaction at Hotel X. Scarpello and Campbell (1983) argue that all facets may not directly influence overall job satisfaction, and as a consequence the sum of several facets might contribute to misleading conclusions.</p><p>The purpose of this thesis is to investigate how managerial processes influence employees’ overall job satisfaction at Hotel X. By managerial processes is meant what managers do or is perceived by employees to do. The thesis investigates job satisfaction at both an overall and a facet level. Questions on which facets that influence overall job satisfaction, as well as whether managerial processes have a direct or indirect influence on overall job satisfac-tion are answered.</p><p>In order to fulfil our purpose multiple sources of evidence were used. Surveys made by the hotel were used as secondary data. The primary data consisted of qualitative observations and indepth interviews with employees. The facets investigated were; Job Contents, Equip-ment, Salary, Rewards, Benefits, Conditions of Employment, Personal Development, Co-workers, Immediate Management and Top Management. The managerial processes dealt with were organisational structure, managerial style and communication.</p><p>The company survey of 2005 and the results from qualitative data corresponded well. Job Contents, Conditions of Employment, Personal Development, Co-workers, Immediate Management and Top Management all influenced overall job satisfaction. However, there were no indications found that Equipment, Salary, Rewards and Benefits influenced overall job satisfaction. Managerial processes were significant for all facets, except for Salary. Top Management and Immediate Management were the only facets with a direct connection between managerial processes and overall job satisfaction. Communication was found to be the process which influence job satisfaction the most. It turned out to influence all the facets that were either directly or in-directly linked to overall job satisfaction.</p>

Purpose: The research purpose is to assist hotel marketers in figuring out how to design an APP for hotel on the basis of current experience design situation and some suggestions will be proposed. Specifically, how strategies of experience design influence customers’ experiential value and how much the attributes of experience design influence customers’ experiential value will be examined, revealing which attributes of experience design are more important in generating customers’ experiential value. Particularly, with the development of mobile Internet and the increase of customers’ social needs, the communication among customers and providers will be strengthened. Therefore, this research will explore the importance of relational service design and social experience design in an APP context. Methodology: The experience design strategies, customer value dimensions and the theoretical framework are developed on the basis of literature. Questionnaire instrument is employed as a quantitative method in this research. At last, 244 questionnaires are recycled from APPs for hotel users in China. Findings: Firstly, the strategies of experience design，sensory experience design, functional service design, relational service design and social experience design, all have positive influence on customers’ corresponding experiential value. Secondly, in terms of attributes of experience design, the statistical findings indicate that appropriate layouts, online payment, online consultation and customer interaction show more influence on aesthetics, functional value, social-relational value and social-symbolic value respectively. Functional service design still plays an important role in current experience design, while relational service design, social experience design and sensory experience design will rise into importance. In terms of how to design an APP for hotel, a rank of strategies of experience design will be listed in the end, the well performed attributes of experience design will be kept in the design, while the attributes of experience design which are week in current situation will be improved. Theoretical Implications: Firstly, this paper brings “experience” to a context of an APP for hotel, which enriches the research about experiential marketing and experiential value, especially social value. Secondly, this paper proposes new experience design dimensions, sensory experience design, relational service design and social experience design, which explores a new design domain in the context of an APP for hotel. Practical Implications: This paper offers guidance for hotel marketers to implement experiential marketing by attributes of experience design, which in turn will bring more income and increase the competence of a hotel.

This thesis is conducted in the context of the hotel industry. Every year, the hotel investigated in this thesis completes a job satisfaction survey. The survey is built upon several facets from which an overall job satisfaction is derived. The problem is that the survey has through time shown poor results, especially with facets concerning management. When those facets were summed up with other facets, it had a strong negative influence on the overall job satisfaction at Hotel X. Scarpello and Campbell (1983) argue that all facets may not directly influence overall job satisfaction, and as a consequence the sum of several facets might contribute to misleading conclusions. The purpose of this thesis is to investigate how managerial processes influence employees’ overall job satisfaction at Hotel X. By managerial processes is meant what managers do or is perceived by employees to do. The thesis investigates job satisfaction at both an overall and a facet level. Questions on which facets that influence overall job satisfaction, as well as whether managerial processes have a direct or indirect influence on overall job satisfac-tion are answered. In order to fulfil our purpose multiple sources of evidence were used. Surveys made by the hotel were used as secondary data. The primary data consisted of qualitative observations and indepth interviews with employees. The facets investigated were; Job Contents, Equip-ment, Salary, Rewards, Benefits, Conditions of Employment, Personal Development, Co-workers, Immediate Management and Top Management. The managerial processes dealt with were organisational structure, managerial style and communication. The company survey of 2005 and the results from qualitative data corresponded well. Job Contents, Conditions of Employment, Personal Development, Co-workers, Immediate Management and Top Management all influenced overall job satisfaction. However, there were no indications found that Equipment, Salary, Rewards and Benefits influenced overall job satisfaction. Managerial processes were significant for all facets, except for Salary. Top Management and Immediate Management were the only facets with a direct connection between managerial processes and overall job satisfaction. Communication was found to be the process which influence job satisfaction the most. It turned out to influence all the facets that were either directly or in-directly linked to overall job satisfaction.

Abstract Date: May 29, 2008 Course: Master Thesis (EFO 705) Authors: Apiwat Suvagondha 790819 Pattamaporn Soparat 840216 Tutor: Tobias Eltebrandt Title: Creating marketing strategies for wedding business unit of Amari Atrium Hotel Problem: What should be marketing strategies for wedding business unit of Amari Atrium Hotel? Purpose: The aim of our thesis is to analyze the wedding market in Bangkok together with consumer purchasing behavior of Thai’s couple regarding to wedding ceremony in order to create the marketing strategies towards marketing mix (7Ps) for wedding business unit of Amari Atrium Hotel. Method: This thesis will be mainly focused on the information gathering from the primary data by conducting interviews and questionnaires distribution to gain the insight and in-dept information for this market and very useful for the target audience. Moreover, the researchers realized that the secondary data can give us the general overview for this market. The theoretical framework is based on “Marketing Plan for Service Business” book by Malcolm McDonald. This framework illustrated the outline of marketing planning process for service organizations which consisted of four phases: establishing the strategic context; conducting the situation review; formulating marketing objectives and strategies; allocating budgets and devising a detailed first-year implementation plan. However, the phase of formulating marketing objectives and strategies will be focused. Conclusion and Recommendation: As the rapid growth of wedding market in Thailand, many companies would like to take the opportunity to gain the market value. Amari Atrium Hotel is known as the wedding venue provider also would like to be in this market that comes with the new form, providing full wedding service or one stop service. In order to compete with the existing rivalries, the hotel should have sustained marketing objective and strategies toward their target customers. Since the full wedding service is considered as the services development for Amari Atrium Hotel; therefore, the marketing objective is to promote one stop service about value added and benefit of this new service to target audience in order to increase sales volume by 10 percent in one year. Moreover the created marketing strategies are compatible with this marketing objective in order to archive the objective. The specific approach for marketing strategy in each element of the marketing mix will be explained in the recommendation part.

This thesis studies the notion of knowledge in business firms, and in particular the concept of knowledge mobilization, understood as the mechanisms used by organizations to apply, transfer and retain knowledge about cause and effect relationships. As a theoretical framework, we use here a derivative of the resource based view of the firm called the knowledge based view. This theory is used to understand and analyze how service organizations in international strategic alliances developed and refined their knowledge base. / Methodologically, this thesis utilizes a qualitative, longitudinal perspective, based on several cases of organizations in similar structural context but whose results after a few years of operation show large variances. The findings of this work show that the usefulness of knowledge for business firm (its value), is highly dependent on the life-cycle of the organization. Also, the types of knowledge mobilized varied also according to position in the life-cycle. Whereas younger, inexperienced organizations sought to transfer and develop knowledge, older organizations tried to prevent knowledge from dissipating. All these findings contribute to the creation of a contingent, evolutionary view of knowledge in business firms. In addition, the notion of knowledge consolidation (or effortful activities needed to maintain a piece of knowledge in the organization) is developed, and evidence is presented to support it.

The purpose of this study is to examine the relationship between the presence of the Arts (the arts, and museums) and Entertainment (Sports) industries and the core of the hospitality industry, being hotels and restaurants, in Sweden. More specifically, it deals with how the development of sport, the arts and museum industries is related to the development of Hotel and Restaurant industries in the country. This has been tested by multiple regression models and results do not reject the first hypothesis of the study which is the positive relationship between the development of Entertainment and Art industries and the growth of ‘Hotels with restaurant, except conference centers’. Nevertheless, only in the model which the dummy variables are applied does the museum industry fail to show any significant relationship for both, the years 2002 and 2010. The results regarding the second hypothesis expressed the growth of sport and art industries and how they are positively significantly associated with the growth of ‘Restaurants’ but affirmed that the museum industry has no considerable association. The results do not also reject the third hypothesis. However the growth of hotel and restaurant industries is not strongly related to the growth of museum industry in one model pertaining to the year 2010.

Darbo tikslas – išanalizuoti įvaizdžio formavimo procesą teoriniu aspektu ir atlikti Šiaulių miesto viešbučių darbuotojų ir vartotojų apklausą, išsiaiškinti, kokie veiksniai formuoja ir įtakoja įvaizdį ir pateikti modelį, kaip tuos veiksnius pritaikyti viešbučių verslo sektoriaus įvaizd��iui formuoti. Magistro darbe išanalizuota organizacijos įvaizdžio sąvoka, pagrindiniai įvaizdžio elementai, struktūros sudėtinės dalys, bei tipai. Taip pat išanalizuoti reikšmingiausi užsienio ir Lietuvos autorių teoriniai įvaizdžio kūrimo ir valdymo modeliai. Patvirtinama iškelta hipotezė, kad Šiaulių miesto viešbučių įvaizdis iš esmės priklauso nuo to, kiek patys viešbučiai kryptingai panaudoja savo vadybinius sugebėjimus. / The aim of my master’s work is to analyse the process of how image is formed in theoretical aspect and carry out interrogatory of employees and clients of hotels in the City of Šiauliai, to figure out what kind of actions form and influence the image and to construct a model based on how those actions could be applied in formulating image in the hotel industry. In this master’s work, analysis has been made in organization’s image notion, main image’s elements, structural members, and types. Also, theories of overboard and Lithuanian authors and their image forming models have been analysed. The hypothesis was proved and showed that hotels’ image in the City of Šiauliai depends on how those hotels use their abilities in managing their properties.

Tiriamojo darbo pirmos dalies tema – „Besikeičiančios užsienio atstovybių veiklos ypatumų įtaka funkcinei sąrangai ir architektūrinei raiškai“. Didesnis dėmesys kreipiamas į konkretesnę pastatų paskirtį, į urbanistinį, politinį, ekonominį kontekstą ir darbinių erdvių formavimą. Pagrindiniai nagrinėjami pastatai- vyriausybinės ir kitos valstybinės institucijos, konkrečiai - ambasados. Ambasados- tai diplomatinės vienos valstybės atstovybės kitoje. Tokie pastatai dažnai turi ne vieną funkciją. Administracinė dalis, skirta tam tikriems darbuotojams, jungiama su visuomenei skirta, tam tikros valstybės kultūrą platinančia ar kita kultūrine veikla užsiimančia dalimi. / The choosen situation is in the center of Vilnius, near the old town. The function is double: embassy and social part.

Temos aktualumas: Šiais laikais viešbučių verslas yra viena svarbiausių ekonomikos šakų, teikiančių dideles pajamas. Šiuo metu viešbučių klientai labai įvairūs – nuo aukštas pareigas visuomenėje užimančių iki vidutines pajamas gaunančių žmonių. Įvairūs ir jų norai, pageidavimai. Dėl to keičiasi viešbučių įranga, atsiranda naujų viešbučių rūšių. Paslaugų organizacija, teikianti kokybiškas paslaugas, laimi vartotojų palankumą ir ištikimybę, padidina rinkos dalį, pritraukia investitorius, suformuoja ir išlaiko kompetentingų darbuotojų komandą, tampa mažiau pažeidžiama dėl kainų konkurencijos. Kiekvieno paslaugų vartotojo poreikiai yra individualūs. Vartotojo reikšmingumas įpareigoja paslaugų teikėjus nuodugniai išanalizuoti visus veiksnius ir priimti reikiamus sprendimus, sudarančius galimybes vartotojui tinkamai atlikti savas funkcijas. Darbo objektas: viešbučių paslaugų kokybės įvertinimas. Tyrimo problema: norint teikti atitinkamas kokybės paslaugas, svarbu žinoti ko nori vartotojas ir kaip jis suvokia gaunamos paslaugos kokybę. Tyrimo tikslas – įvertinti Kauno miesto viešbučių teikiamų paslaugų kokybę pagal SERVQUAL metodiką. Darbo uždaviniai: 1. Išnagrinėti paslaugų kokybės esmę ir valdymą. 2. Ištirti paslaugų kokybės vertinimo modelius. 3. Ištirti viešbučių klasifikavimą ir teikiamas paslaugas. 4. Įvertinti Kauno miesto viešbučių teikiamų paslaugų kokybę. Išvados: atlikus tyrimą, nustatyta, kad Kauno miesto trijų ir keturių žvaigždučių viešbučiai teikia kokybiškas... [toliau žr. visą tekstą] / Actuality of issue: Nowadays hotel business is one of the most important economic branches that gives high income. Currently, hotel customers are very different; from individuals with high positions in the society to those with average earnings. Their wishes and desires are also different. This induces change of hotel equipment, emergence of new hotel types. Service organization that delivers qualitative services wins customer acceptance and loyalty, increases market share, attracts investors, forms and maintains competent employee team, becomes more resistant to price competition. The needs of every customer are individual. Importance of customer binds the service providers over to closely explore all factors and to make the necessary decisions that would enable the customer to accomplish own functions. Object of the work: quality assessment of hotel services. Scientific problem: to deliver the services of appropriate quality, it is important to know the wishes of customer and his/her perceptions of provided service quality. Goal of the work – analyze the quality of services delivered in Kaunas city hotels by SERVQUAL technique. Tasks of the work: 4. Analyze the nature and management of service quality. 5. Explore the models of service quality assessment. 6. Survey the classification of hotels and their services delivered. 7. Assess the service quality in Kaunas city hotels. 8. Conclusions: the performed research showed that 3 and 4-star hotels of Kaunas city deliver... [to full text]