Studien syftar till att belysa sexuella trakasserier från gäster gentemot personal inom hotellbranschen, där specifikt chefens och personalens egna upplevelser studeras samt hur de hanterar fenomenet. Studien utgörs av en helt anonym fallstudie, där hotell i en medelstor stad i Sverige är medverkande. På dessa hotell förs intervjuer med cheferna samt en enkätundersökning med hotellens personal som arbetar nära gästerna. Chefernas åsikter jämförs med personalens för att utläsa likheter men också skillnader i hur förekomsten av sexuella trakasserier från gäster gentemot personal upplevs, hur och vid vilka situationer sexuella trakasserier sker samt på vilket sätt sexuella trakasserier från gäster hanteras av både chefer och personal. Definitionen av sexuella trakasserier i uppsatsen har sin grund i Diskrimineringslagen, det vill säga “ett uppträdande av sexuell natur som kränker någons värdighet” (1 kap 4 § st. 5 DiskL).            Enligt studiens utfall går det att läsa att sexuella trakasserier upplevs olika av chefer samt personal. Cheferna på de olika hotellen ansåg att sexuella trakasserier från gäster gentemot personal inte förekommer längre. Personalen däremot anser att sexuella trakasserier är ett vanligt förekommande fenomen på arbetsplatsen då cirka 70 % av respondenterna själva varit med om sexuella trakasserier samt 50 % sett någon annan bli utsatt för fenomenet. Sexuella trakasserier sker mestadels verbalt, men det sker även via kroppsspråk. Undersökningen tyder på att sexuella trakasserier förekommer på kvällstid, speciellt på helger samt i samband med att gästen konsumerat alkoholhaltiga drycker. Undersökningen påvisade även att cheferna på de olika hotellen aldrig fått in en anmälan om sexuella trakasserier från sin personal. Detta kan kopplas till att majoriteten av respondenterna väljer att inte gå vidare med sexuella trakasserier till sina chefer då den anställde exempelvis hanterar det på plats själv, anklagar sig själv eller skäms över det som hänt. Detta visar på att sexuella trakasserier är ett känsligt och skambelagt problem inom hotellbranschen som behöver belysas mer. / This study aims at highlighting sexual harassment from guests towards employees in the hotel industry, where specifically the hotel manager’s and staff's own experiences are studied and how they handle the phenomenon. The study consists of a completely anonymous case study, where hotels in a medium-sized city in Sweden are involved. Interviews with the managers and a survey with the hotel staff who work close to the guests have been done. The managers' views are compared with the staffs' to identify similarities, but also differences in how sexual harassment from guests towards employees experiences, how and at what situations sexual harassment occurs and how sexual harassment from guests is managed by managers and employees. Definition of sexual harassment in this study has its foundation in the Discrimination Act, which describes it as "a behavior of sexual nature that violates someone's dignity" (Chapter 4, paragraph 5, DiskL).   According to this study, sexual harassment is experienced differently by managers and staff. The managers at the various hotels felt that sexual harassment from guests towards staff does not occur anymore. The staff, on the other hand, consider that sexual harassment is a common phenomenon in the workplace, and about 70% of respondents themselves have been involved in sexual harassment and 50% have seen someone else been exposed to the phenomenon. Sexual harassment occurs most verbally, but it also happens through body language. The survey shows that sexual harassment occurs in the evening, especially on weekends and in connection with the guest consuming alcoholic beverages. The survey also showed that the managers of the various hotels never received a notification of sexual harassment from their staff. This can be connected to the fact that the majority of respondents choose not to proceed with sexual harassment to their bosses because the employee handles it themselves, accuses himself or is ashamed. This shows that sexual harassment is a sensitive and shameful problem in the hotel industry that should be highlighted even more.

This thesis is situated in the surroundings of the hotel industry. The aim is to analyse the determinants of customer satisfaction depending on the product price category. The product price category corresponds to the uniform classification of accommodation facilities in the Czech Republic. The research is based on the analysis of partial attributes of satisfaction in connection with the overall level of customer response to a specific hotel. The research sample is based on 1821 hotels located in London. Data was selected from the accommodation reservation portal Booking.com. The practical part is based on quantitative analysis and implemented with the assistance of the chi-square test, two-tailed t-test, ANOVA and multiple linear regression. Primarily, the input data is properly annotated. Analysis of the seven basic attributes of customer satisfaction follows. The final part of the paper looks into how the partial attribute ratings correlate with the overall evaluation of each hotel accommodation category separately and thus answers the specified research question.

The topic of the thesis is the issue of application of marketing principles in the hotel industry. Its aim is to analyze current situation of the internal and external environment in the chosen hotel and its market position in competitive enviroment, in order to improve provided services in the future. The theoretical part of the thesis covered in the first two chapters, monitors the accommodation industry in conditions of Czech Republic and explains the importance of marketing elements in this sector. The third part is the analysis of the selected accommodation facility, Hotel U Raušů in Velká Bíteš. The results of the analysis and recommendations for future development with direct practical application are explained in the final part of the thesis.

The purpose of the study was to determine customer perceptions of fairness concerning pricing policies charged by the hotel industry, and to examine how different outcomes in pricing policies affect customer perceptions of fairness. Convenience-Interception survey sampling was used to collect 460 sample data at the Dallas Love Field Airport. After analyzing data, one can infer that when revenue management information was provided, customers are satisfied. Further, age, education, Airline FFP enrolled and redeem miles, and pricing based on marketing channels plays an imperative role in this study.

Submitted by Nadir Basilio (nadirsb@uninove.br) on 2016-06-23T14:50:47Z No. of bitstreams: 1 Erick Pusch Wilke.pdf: 2457936 bytes, checksum: e87ec1156401849dfb8c94112655d592 (MD5) / Made available in DSpace on 2016-06-23T14:50:47Z (GMT). No. of bitstreams: 1 Erick Pusch Wilke.pdf: 2457936 bytes, checksum: e87ec1156401849dfb8c94112655d592 (MD5) Previous issue date: 2015-08-28 / The dynamic resource-based view has held that the dynamic capabilities contribute to the generation of competitive advantage of the firm. In addition, scholars stress the potential of inter-organizational relationships as a source for obtaining valuable resources. Despite these notions, few empirical studies have tested hypotheses related to them. In response to this gap and an innovative perspective, the main objective of this thesis was centered on empirically investigate the effects of interorganizational cooperation in the dynamic capabilities, of these in competitive advantage, and therefore, in firm’s performance. Data were collected from 271 hotel companies located in 65 tourism destinations in Brazil, tested and refined by structural equation modeling with estimation of the matrix by PLS method. During the work, a scale to measure what is called tourist destinations interorganizational cooperation was developed and validated, which is one of the contributions of this study. The results suggest that interorganizational cooperation provides positive effects on dynamic capabilities, confirms that the dynamic capabilities positively affect the competitive advantage and this, the performance of hotel companies. / A abordagem dinâmica da teoria dos recursos tem sustentado que as capacidades dinâmicas contribuem para a geração de vantagem competitiva da firma. Além disso, estudiosos salientam o potencial dos relacionamentos interorganizacionais como fonte para obtenção de recursos valiosos. A despeito dessas noções, poucos estudos empíricos colocaram em testes hipóteses a elas relacionadas. Em resposta a essa lacuna e em uma perspectiva inovadora, o objetivo principal desta tese esteve centrado em investigar empiricamente os efeitos da cooperação interorganizacional nas capacidades dinâmicas, destas na vantagem competitiva e, consequentemente, no desempenho da empresa. Os dados foram coletados de 271 empresas hoteleiras localizadas nos 65 destinos indutores do turismo no Brasil, testados e refinados pela técnica de modelagem de equações estruturais com estimação da matriz pelo método PLS. No decorrer dos trabalhos, foi desenvolvida e validada uma escala para mensurar o que se denominou a cooperação interorganizacional em destinos turísticos, sendo esta uma das contribuições deste estudo. Os resultados sugerem que cooperação interorganizacional proporciona efeito positivo sobre as capacidades dinâmicas, confirma que as capacidades dinâmicas afetam positivamente a vantagem competitiva e esta, o desempenho das empresas hoteleiras.

Diploma Thesis called “Development of competitiveness of company” deals with Hotel Arigone*** precautions for the hotel competitiveness improvement. The precautions were designed after reviewing of analyses data and evaluation of surveys which were the base for SWOT analysis adjustment. These precautions include location utilization, environmental measures, event marketing and stay packages.

<p>Dru&scaron;tvena odgovornost u ugostiteljstvu, samim tim i hotelijerstvu, aktivnost je koja nije dovoljno zastupljena u Republici Srbiji. U svetu se velika pažnja poklanja ovoj problematici, dok u Srbiji ona &quot;čini svoje prve korake&quot;. Kako veliki globalni hotelijerski lanci, tako i mali nezavisni hoteli, prepoznali su važnost sprovođenja dru&scaron;tveno odgovornog poslovanja, ne samo zbog (diskutabilnog) dobročinstva, već pre svega zbog finansijskih i drugih dobiti koje im ona donosi. Cilj ove disertacije je da kod učesnika na turističkom (hotelijerskom) trži&scaron;tu pobolj&scaron;a razumevanje odnosa između životne sredine, dru&scaron;tvene odgovornosti i ekonomskog uspeha poslovanja. Namera je da se preporukama nastalim na osnovu rezultata ovog istraživanja utiče na formalne i neformalne institucije da uvedu ekolo&scaron;ke standarde u hotelijerstvo u Srbiji.</p> / <p> Social responsibility in the hospitality industry, therefore in hotel industry, is activity not sufficiently represented in the Republic of Serbia. In the world of the great attention paid to this issue, while in Serbia, it makes its &quot;first steps.&quot; As a major global hospitality chains and small independent hotels have recognized the importance of implementing corporate social responsibility, not only because of the (questionable) well-doing, but primarily because of financial and other benefits that it brings them. The aim of this thesis is that the participants in the tourism (hospitality) improve market understanding of the relationship between environment, social responsibility and economic success of business. It is intended that the recommendations arising from the results of this research affect the formal and informal institutions to introduce environmental standards in the hotel industry in Serbia.</p>

The aim of this study was to examine key attributes of sustainable service innovation (SSI) in the hotel industry. The research has used backcasting from sustainable principles and a few frameworks for strategic sustainable development (FSSD) concepts. The FSSD concepts such as 5LM and strategic ABCD lens helped to discover an integrated framework for evaluating SSI. Document analysis and interviews with 6 practitioners from a single case study organization informed on how they recognize and contribute towards sustainability. The study shows the competitive benefits of using SSI strategically in the hotel industry. The recommendation is for them to complement FSSD with SDGs, the Sustainability Principles (SPs) so they can have a better definition of sustainability to implement into their operational processes.        This thesis contributed to the ongoing study on sustainability and its relationship to service innovation in addition to provide recommendations for companies striving towards sustainability path. The findings showed that SSI consists of four attributes: hotel industry, sustainable practice, organizational innovation, and resourcing. The result from the 5LM analysis and thematic analysis shows that sustainable practice has direct and indirect impacts on hotel industry, organizational innovation, and resourcing. Additionally, while using the ABCD approach resourcing appeared as the most important attribute. Since this research is based on a single case study, the future studies should conduct multiple case study to investigate the relationship between sustainability and service innovation.

This minor field study is an explorative analysis of the promotion/protection of human rights in the context of corporate social responsibility by two hotels in Zanzibar. The aim of the thesis is to analyze the motivations of the CSR practices of two hotels in Zanzibar and if the CSR practices can be used to promote/protect stakeholders human rights. The theory used to support the analysis is the stakeholder theory to demonstrate the responsibilities corporations have towards their stakeholders. The primary data is collected through interviews with one manager from each hotel to examine the motivations for the CSR, and with one stakeholder related to each hotel to examine the effects in terms of human rights. The findings indicate that the CSR practices are mostly motivated through altruistic/philanthropic reasons within the social/environmental category and that the three human rights examined have successfully been promoted and protected using the hotels CSR practices.

No description available.