WWW.ABSTRACT.DISLIB.INFO
FREE ELECTRONIC LIBRARY - Abstracts, online materials
 
<< HOME
CONTACTS



Pages:     | 1 |   ...   | 14 | 15 ||

«. FACULTY OF BUSINESS AND ECONOMICS UNIVERSITY OF PANNONIA Pannon Management Review EDITOR ZOLTÁN VERES This journal is produced the ...»

-- [ Page 16 ] --

– Thinking over the standardisation and customisation practices of the hotel – The performance indicators which should be paid more attention to – The way and reason for standardising and customising the processes of the hotel One of the most important findings of this research was that managers should not think that standardisation is a bad thing, which is not appreciated by the customers and only customisation matters. The results show that these two concepts are based on each other and in those hotels which would like to be successful, standardisation and customisation are both needed.

The second finding of the research raised the attention to the Tripadvisor evaluations and the correlation between loyal guest percentage and the number of foreign guests in a hotel. The Hungarian hotel managers need to consider Tripadvisor evaluations as essential tool which shows customer satisfaction but at the same time it has a correlation with important success indicators – revenue per available room, average room rate, occupancy rate, star rating. This finding proves the significance of Tripadvisor opposed to the booking evaluaPANNON MANAGEMENT REVIEW VOLUME 3 • ISSUE 4 (DEC 2014) tions, which were put into another factor, no other performance indicators belonged to. The other factor contains the loyal guest and foreign guest percentage, which means that foreign guests are likely to be loyal guests. This result suggests that hotel general managers should pay more attention to foreign guests since they tend to be loyal guests.

If the question of standardising or customising the service processes come up, the next result would help hotel managers to be convinced about the need for both of them. According to the findings all the performance indicators – revenue per available room, occupancy rate, average room rate, star rating, Tripadvisor evaluations, Booking.com evaluations, loyal guest percentage, foreign guest percentage – are higher when the standardisation is high, customisation is high or medium. It proves to the managers that it is worth standardising (high level) their processes but customising (medium or high level) them as well since the success of the hotel can count on it.

The research can help the stakeholders measure their own level of standardisation and customisation. They can check the processes provided by the paper and think about the groups which are not standardised and customised yet. They can easily count their standardisation and customisation level and determine the percentage they are standardised and customised. They can also identify the fields of improvement as well.

Further research

As the methodology of measuring standardisation and customisation is created and tested, the role of standardisation and customisation can be measured in other countries as well; the comparison between the results would provide valuable information for the researchers and practitioners as well.

In further research it would be beneficial to apply the method, detailed in this paper, in other service providers not only in hotels but in tourism or other service sectors.

The other aim would be to observe the usage of standardisation and customisation in hotels and determine which standards – not only the 44 groups but the whole book of standards – are easy or more difficult to keep and apply.

It would be also important to emphasise hotel employees more and define their role in standardisation and customisation since they can be the key to success as well.

Considering hotels and the tourism sector it would also be valuable to ask customers what their perceptions are and if they can recognise the standards (it is a bad thing or not) and which are more and less important for them.

PETRA GYURÁCZ-NÉMETH 105

THE ROLE OF PROCESS STANDARDISATION AND CUSTOMISATION IN HOTEL MANAGEMENT

References

Anderson E. W. – Fornell, C. – Rust R.T. (1997): Customer Satisfaction, Productivity and Profitability: Differences Between Goods and Services. Marketing Science, Vol. 16, Issue 2, 129–145.

Baalbaki I. B. – Malhotra N. K. (1993): Marketing Management Bases for International Market Segmentation: An Alternate Look at the Standardization/Customization Debate.

International Marketing Review, Vol. 10, Issue 1, 19–44.

Bask, A. – Lipponen, M. – Rajahonka, M. – Tinnila, M. (2010): The Concept of Modularity: Diffusion from Manufacturing to Service Production. Journal of Manufacturing Technology Management, Vol. 21, Issue 3, 355–375.

Bateson, J. E. G. (1985): Self-service Consumer: An Explanatory Study. Journal of Retailing, Vol. 61, Issue 3, 49–76.

Bharadwaj, N. – Neylor, R. W. – Hofstede, F. T. (2009) Consumer Response to and Choice of Customized versus Standardised Systems. International Journal of Research in Marketing, Vol. 6, Issue 3, 216–227.

Blind, K. – Hipp, C. (2003): The Role of Quality Standards in Innovative Service Companies: An Empirical Analysis for Germany. Technological Forecasting & Social Change, Vol.

70, Issue 7, 653–669.

Cloninger P. A. – Swaidan Z. (2007): Standardization, customization and revenue from foreign markets. Journal of Global Marketing, Vol. 20, Issue 2/3, 57–69.

Davis, S. M. (1989): From Future Perfect: Mass Customizing. Planning Review, Vol. 17, Issue 2, 16–21.





Gilmore, J.H. – Pine, B.J. (1997): The Four Faces of Mass Customisation. Harvard Business Review, January–February, 91–101.

Grönroos C. (2000): Service Management and Marketing A customer relationship management approach. John Wiley&Sons, Chichester Győrffy, A. (2010): Válasz a válságra – A szállodai értékesítési tevékenység hatékonyabbá tétele. Presentation on 9th June, 2010 at the Turizmus-Vendéglátás ÁPB organisation, Budapest Gyurácz-Németh, P. – Clarke, A. (2011): The new concept of standardisation and customisation in hotels. In: Vlasic – Pavicic – Wittine (eds.): 2011 Global Business Conference, Conference Proceeding, Innovation Institute, Zagreb

Gyurácz-Németh, P. – Komlósi, E. (2012): The role and weight of standards in hotels. In:

Vlasic, Pavicic, Langer (eds.): Global Business Conference 2012 Proceedings: To standardize or not to standardize, Innovation Institute, Zagreb

PANNON MANAGEMENT REVIEW

VOLUME 4 • ISSUE 1 (MARCH 2015) Heppel, M. (2010): 5 Star Service, How to Deliver Exceptional Customer Service. Second edition; Pearson Education Limited, Harlow Herzberg, F. (1987): One more time: How do you motivate employees? Harvard Business Review, Vol. 65, Issue 5, 109–120.

Heskett J. L. (1986): Managing in the Service Economy. Harvard Business School, Boston, MA Horovitz, J. (2004): Service Strategy, Management moves for customer results. Pearson Education Limited, Harlow Schmenner, R. W. (1995): Service Operations Management; Prentice Hall, New Jersey Huffman, C. – Kahn, B. E. (1998): Mass Customization or Mass Confusion. Journal of Retailing, Vol. 74, Issue 4, 491–513.

Irons, K. (1997): The World of Superservice, Creating Profit Through a Passion for Customer Service. Addison Wesley Longman Limited, Harlow Jin, L., He, Y., Song, H. (2012) Service Customization: To Upgrade or to Downgrade?

An Investigation of how Option Framing Affects Tourists’ Choice of Package-tour Services.

Tourism Management, Vol. 33, Issue 2, 266–275.

Johns, N. (1993): Productivity Management through Design and Operation: a Case Study. International Journal of Contemporary Hospitality Management, Vol. 5, Issue 2, 20–24.

Johnston, R. – Clark, G. – Shulver, M. (2012): Service Operations Management, Improving Service Delivery. Pearson Education Limited, Harlow Juran, J. M. (1988): Juran’s Quality Control Handbook. Fourth edition, McGraw Hill, New York Kimes, S.E. – Mutkoski, S.A. (1991): Assessing Customer Contact: Work Sampling in Restaurants. The Cornell Hotel and Restaurant Administration Quarterly, Vol. 32, Issue 1, 82–88.

Kotler, P. – Armstrong, G. (2010): Principles of Marketing, Pearson Education, London Kullven, H. – Mattsson, J. (1994): A Management Control Model Based on the Customer Service Process. International Journal of Service Industry Management, Vol. 5, Issue 3, 14–25.

Kurtz, D. L. – Clow, K. E. (1998): Services Marketing. John Wiley & Sons Inc., New York Lampel, J. – Mintzberg, H. (1996): Customizing Customization. Sloan Management Review, Vol. 38, 21–30.

Lehrer, M. – Behman, M. (2009): Modularity vs Programmability in Design of International Products: Beyond the Standardization-Adaptation Tradeoff. European Management Journal, Vol. 27, Issue 4, 281–292.

PETRA GYURÁCZ-NÉMETH 107

THE ROLE OF PROCESS STANDARDISATION AND CUSTOMISATION IN HOTEL MANAGEMENT

Levin, I. P. – Schreiber, J. – Lauriola, M. – Gaeth, G. J. (2002): The Tale of Two Pizzas:

Building Up form a Basic Product Versus Scaling Down from a Fully-loaded Product. Marketing Letters, Vol. 13, Issue 4, 335–344.

Liu, C. H. – Wang, C. C. – Lee, Y. H (2008): Revisit Service Classification to Construct a Customer -oriented Integrative Service Model. International Journal of Service Industries Management, Vol. 19, Issue 5, 639–661.

Lovelock, C. (1992): Seeking Synergy in Service Operations: Seven Things Marketers Need to Know about Service Operations. European Management Journal, Vol 10, Issue 1, 22–29.

Lovelock, C. – Vandermerwe S. – Lewis B. (1996): Services Marketing, A European Perspective. Prentice Hall, Berwick-upon-Tweed Lovelock, C. – Wirtz, J. (2007): Services Marketing, People, Technology, Strategy. Sixth Edition; Pearson Education International, New Jersey Lovelock, C. – Wright, L. (2002): Service Marketing and Management. Second Edition, Prentice Hall, New Jersey Moore, C. W. – Petty, J. W. – Palich, L. E. – Longenecker, J. G. (2010): Managing Small Businesses, An Entrepreneurial Emphasis. Fifteenth edition, South-Western, Cangage Learning, China Mount, D. J. – Mattila, A. (2009): The Relationship of Reliability and Recovery to Satisfaction and Return Intent at the Hotel Unit Level. Journal of Quality Assurance in Hospitality & Tourism, Vol. 10, Issue 4, 301–310.

Nesheim, T. (1990): Service Management and Organizational Design. Scandinavian Journal of Management, Vol.6, Issue 3, 181–195.

Nordin, F. – Kindström, D. – Kowalkowski, C. – Rehme, J. (2011): The Risk of Providing Services, Differential Risk Effects of the Service-Development Strategies of Customisation, Bundling, and Range. Journal of Service Management, Vol. 22, Issue 3, 390–408.

Palmer, A. – Cole, C. (1995): Services Marketing: Principles and Practice. Prentice Hall, New Jersey Park, C. W. – Jun, S. Y. – Macinnis, D. J. (2000): Choosing What I Want Versus Rejecting What I Do Not Want: An Application of Decision Framing to Product Option Choice Decisions. Journal of Marketing Research, Vol. 47, Issue 2, 187–202.

Reisinger, Y. – Steiner, C. J. (2005): Reconceptualizing Object Authenticity. Annals of Tourism Research, Vol. 33, Issue 1, 65–86.

Ritzer, G. (2001): Exploration in the Sociology of Consumption, Fast Food, Credit Cards and Casinos. Sage Publications, London

PANNON MANAGEMENT REVIEW

VOLUME 4 • ISSUE 1 (MARCH 2015) Ritzer, G. (2004): The McDonaldization of Society. Revised New Century Edition, Sage Publications, Thousand Oaks, California Samiee, S. – Jeong, I. – Pae, J. H. – Tai S. (2003): Advertising Standardization in Multinational Corporations, The Subsidiary Perspective. Journal of Business Research, Vol. 56, Issue 8, 613–626.

Sasser, W. E. – Olson, R. P. – Wyckoff, D. D. (1978): Management of Service Operations:

text, cases and reading. Allyn & Bacon, Boston, MA Schmid, S. – Kotulla, T. (2010): 50 Years of Research on International Standardization and Adaptation – From a Systematic Literature Analysis to a Theoretical Framework. International Business Review, Vol. 20, Issue 5, 491–507.

Sedmak, G. – Mihalic, T. (2008): Authenticity in Mature Seaside Resorts. Annals in Tourism Research, Vol. 35, Issue 4, 1007–1031.

Silvestro R. – Fitzgerald, L. – Johnston R. – Voss, C. (1997): Towards a Classification of Service Processes. In Gabott, M. - Hogg, G. (eds): Services Marketing Management, The Dryden Press, Orlando, 361–374.

Sundbo, J. (1994): Modulization of service production and a thesis of convergence between service and manufacturing organizations. Scandinavian Journal of Management, Vol.

10, Issue 3, 245–266.

Sundbo, J. (2002): The Service Economy: Standardisation or Customisation? The Service Industries Journal, Vol. 22, Issue 4, 93–116.

Surprenant, C. F. – Solomon, M. R. (1987): Predictability and Personalization in the Service Encounter. Journal of Marketing, Vol. 51, Issue 2, 73–80.

Tether B. S. – Hipp C. – Miles I (2001): Standardisation and particularisation in services:

evidence from Germany. Research Policy, Vol 30, Issue 7, 1115–1138.

Upton, D. M. (1994):The Management of Manufacturing Flexibility; California Management Review, Vol. 36, Issue 2, 72–89.

Van Looy, B., Gemmel, P., van Dierdonck, R. (2003): Services Management, An Integrated Approach. Prentice Hall, Glasgow Veres, Z. (2009): A szolgáltatásmarketing alapkönyve. Akadémiai Kiadó, Budapest Van Mesdag, M. (1999): Culture-sensitive adaptation or global standardization – the duration-of-usage hypothesis, International Marketing Review, Vol. 17, Issue 1, 74–84.

Wang, Y. – Kandampully, J. – Jia, H.M. (2013): “Tailoring” Customization Services, Effects of Customization Mode and Customer Regulatory Focus. Journal of Service Management, Vol. 24, Issue 1, 82–104.

Woodruffe, H. (1995): Services Marketing. Pearson Education Limited, Glasgow PETRA GYURÁCZ-NÉMETH 109

THE ROLE OF PROCESS STANDARDISATION AND CUSTOMISATION IN HOTEL MANAGEMENT

http://www.accor.com/en/brands/brand-portfolio/hotelf1.html 13/1/2015 http://www.accor.com/en/brands/brand-portfolio/sofitel.html 13/1/2015 http://www.hah.hu/files/5013/8355/8421/A_magyar_szllodaipar_helyzetnek_rtkelse2

012.pdf 10/1/2015 Petra Gyurácz-Németh is an assistant lecturer at the Department of Tourism, Faculty of Business and Economics, University of Pannonia, since 2011.

She graduated as an Economist specialized in Tourism and Hotel Management in 2005 at the University of Pannonia. She got her master’s degree two years later as an Economist specialized in Marketing management at the University of Pannonia.

Her main research field has been hotel quality and innovation;

she wrote her PhD thesis in the previous topic. She teaches subjects in connection with hotel operations and management, as well as service quality and the management of integrated tourism companies. Petra gained practical experience when she was working in an international chain member hotel, in tour operator and in a touriform office.

She also has international studying and teaching experiences. Petra spent a semester at the University of Derby as a PhD student in 2010. She has been a visiting lecturer there three times. She was an invited visiting lecturer in the University of Primorska in May 2014 where she taught BA and master students.

She is a founder member of the Education board of the Hungarian Hotel and Restaurant Association.

Petra can be contacted at nemeth@turizmus.uni-pannon.hu.

Editor: ZOLTÁN VERES

–  –  –

Executive director: ZOLTÁN TÓTH

Pages:     | 1 |   ...   | 14 | 15 ||


Similar works:

«Journal of East Asian Studies 4 (2004), 191–226 Regionalism and Critical Junctures: Explaining the “Organization Gap” in Northeast Asia Kent Calder and Min Ye N ortheast Asia, where the interests of three major nuclear powers and the world’s two largest economies mingle around the unstable pivot of the Korean Peninsula, is a region rife with political and economic uncertainties. It is arguably one of the most dangerous areas in the world, plagued by security problems of global...»

«CURRICULUM VITAE Name Aggrey Bernard Nyende (Dr.) Tel: 254-0721-624419 Date of birth 02-03-1966 Box: 31382 00600 Nationality Kenyan Nairobi (Kenya) Email: abnyende@hotmail.com School education 1972-1978 Primary. Racecourse Day School, Nairobi (Kenya) 1979-1982 GCE O-level. Eastleigh High School, Nairobi (Kenya) 1983-1984 GCE A-level. Njiiris High School, Thika (Kenya) University 1986-1989 B.Sc. (Agriculture). Nairobi University (Kenya) 1989-1991 M.Sc. (Plant breeding and Genetics). Nairobi...»

«REQUEST FOR PROPOSALS WATER AND WASTEWATER TREATMENT FACILITY OPERATION AND MAINTENANCE SERVICES Closing Date: October 7, 2016 1. Background The Township of Ear Falls is a single tier municipality situated in the Kenora District of Northwestern Ontario. Ear Falls lies along Highway 105 in the Patricia Region of Ontario's Sunset Country. Ear Falls is surrounded entirely by unincorporated area and is located approximately: • 100 km north of the Municipality of Machin, which is located on the...»

«HAUFAX P.O. Box 1749 Halifax, Nova Scotia B3J 3A5 Canada 11.4.2 Item No. Halifax Regional Council June 2,2015 TO: Mayor Savage and Members of Halifax Regional Council Original Signed SUBMIHED BY: Councillor Bill Karsten, Chair, Audit & Finance Standing Committee DATE: May 22, 2015 SUBJECT: Capital Cost Contribution Study ORIGIN May 20, 2015 meeting of the Audit & Finance Standing Committee, Item No. 9.1.3 LEGISLATIVE AUTHORITY Audit & Finance Standing Committee Terms of Reference section 3.8,...»

«THE RETURN OF LOCHNER Thomas B. Colby† & Peter J. Smith†† For a very long time, it has been an article of faith among liberals and conservatives alike that Lochner v. New York was obviously and irredeemably wrong. Lochner is one of only a few cases that constitute our “anticanon,” universally reviled by the legal community as the “worst of the worst.” Our first claim in this Article is that the orthodoxy in modern conservative legal thought about Lochner is on the verge of...»

«UNIVERSITY OF MANITOBA I.H. ASPER SCHOOL OF BUSINESS DEPARTMENT OF ACCOUNTING AND FINANCE FIN 2200 CORPORATION FINANCE (3 credit hours) Winter 2014: Tuesdays & Thursdays A01 10:00am 122 Drake, A03 1:00pm 343 Drake, A04 2:30pm 343 Drake, A05 8:30am 122 Drake Instructor: Jerrod Falk Office: 368 Drake Centre E-mail: jerrod.falk@umanitoba.ca Phone: (204) 474-6723 Office Hours: Tuesdays & Wednesdays 3:45pm to 4:30pm PREREQUISITES & COREQUISITES: Required Prerequisites: [ACC 1100 (or 009.110) (D)]...»

«Measuring convergence in Islamic and conventional banks: Evidence from global data1 Jill Johnes2 The Business School, University of Huddersfield, Queensgate, Huddersfield HD1 3DH, UK Marwan Izzeldin Department of Economics, Lancaster University Management School, Lancaster University LA1 4YX, UK Vasileios Pappas School of Management, University of Bath, Claverton Down, Bath BA2 7AY, UK Mike Tsionas Department of Economics, Lancaster University Management School, Lancaster University LA1 4YX, UK...»

«Urban Ecosystems, 8: 215–225, 2005 c 2005 Springer Science + Business Media, Inc. Manufactured in The Netherlands. Variation in winter microclimate and its potential influence on Virginia opossum (Didelphis virginiana) survival in Amherst, Massachusetts L. LEANN KANDA∗ lkanda@siena.edu Organismic and Evolutionary Biology Graduate Program, 319 Morrill Science Center South, University of Massachusetts, Amherst, MA 01003 TODD K. FULLER Organismic and Evolutionary Biology Graduate Program, 319...»

«Working Paper 2012-1 Households’ over-indebtedness and the fallacy of financial education: insights from economic anthropology Isabelle Guérin Microfinance in Crisis Working Papers Series This series is published by the Microfinance in Crisis project located within the UMR 201 Développement et Sociétés (Patis I Sorbonne University/Institute of Research for Development). The project, Microfinance in Crisis, has been selected in October 2011 by the European Investment Bank University...»

«does someone owe you money? A guide to help you claim a minor debt of $25,000 or less Contents 2 How can this guide help me? 2 What is a minor debt? 4 Do I need to get legal advice? 5 Before you make a minor debt application 8 How to make a minor debt application 12 After you have lodged your application 14 Going to mediation 16 Going to the hearing 23 After the order is made 24 Sample documents and forms 51 Legal words and phrases explained Disclaimer This guide is intended to provide you with...»

«Finance and Economics Discussion Series Divisions of Research & Statistics and Monetary Affairs Federal Reserve Board, Washington, D.C. Real-Time Properties of the Federal Reserve’s Output Gap Rochelle M. Edge and Jeremy B. Rudd 2012-86 NOTE: Staff working papers in the Finance and Economics Discussion Series (FEDS) are preliminary materials circulated to stimulate discussion and critical comment. The analysis and conclusions set forth are those of the authors and do not indicate...»

«CHAPTER 14 Capital Structure in a Perfect Market Chapter Synopsis 14.1 Equity Versus Debt Financing A firm’s capital structure refers to the debt, equity, and other securities used to finance its fixed assets. Equity and debt are the securities most commonly used. When equity is used without debt, the firm is said to be unlevered. Otherwise, the firm is levered and the amount of debt determines the firm’s degree of leverage. Equity in a firm that also has debt outstanding is called levered...»





 
<<  HOME   |    CONTACTS
2017 www.abstract.dislib.info - Abstracts, online materials

Materials of this site are available for review, all rights belong to their respective owners.
If you do not agree with the fact that your material is placed on this site, please, email us, we will within 1-2 business days delete him.