QUALITY IN HOTEL SERVICE: THE CASE OF THREE STAR HOTELS IN DA NANG VIETNAM *** ABSTRACT Nowadays‚ “service quality” is mentioned a lot when hoteliers and marketers discuss about how to improve a hotel’s competition capabilities. Many researchers figure out that customer use five dimensions to judge service quality of a hotel – tangibles‚ reliability‚ responsiveness‚ assurance‚ empathy. The gap between expected and perceived service is a measure of service quality. The fact that hotels and resorts
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and staff training are interrelated. A staff who has been given training will be able to a quality service to their customers unlike a staff who haven’t been given staff training‚ this is seen practically if looked at restaurants. Most of the time hotels which hire temporary staffs for peak season will have a high percentage of showing low quality service because these temporary staffs are given just a minimum or basic training. When a staff is given basic training this will contribute very highly
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Hypothesis Testing Paper Homelessness is an ever growing problem that the numbers seem to increase in severity in the larger cities. Chicago‚ Illinois has numbers that exceed more than 93‚000 individuals that are homeless and out of those there is close to 20‚000 that also suffer with a mental illness. In addressing the link between mental illness and homelessness it is clear that the numbers are large due to lack of medical care and the de-institutionalization from the 1960’s. In an attempt to
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Cummins transforms order management to enable self-service Cummins partnered with Infosys for creating a demand-driven ‘design anywhere‚ make anywhere‚ sell anywhere’ ecosystem. Read Cummins enhances its Integrated Customer Care Solution with Infosys Cummins‚ a global power leader‚ operates in 190 countries through a network of over 500 company-owned and independent distributor locations and 5‚200 dealer locations. Cummins Business Services (CBS)... supports employees and other business units
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An Implication of the Modigliani-Miller Capital Structuring Theorems on the Relation between Equity and Debt1 Ruben D. Cohen 2‚3 Abstract We illustrate here the effects of the Modigliani-Miller theorems on capital structuring‚ emphasising especially on the relationship between equity and debt. This is carried out numerically via a simplified financial statement‚ which takes us through the methodology that leads to the ROE‚ WACC and firm’s value‚ all plotted against leverage. Introduction The
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www.palgrave-journals.com/rpm Examining the determinants of room rates for hotels in capital cities: The Oslo experience Christer Thrane Received (in revised form): 7th November‚ 2006 Department of Social Sciences‚ Lillehammer University College‚ 2626 Lillehammer‚ Norway. Tel: þ 47 61 28 82 47; Fax: þ 47 61 28 81 70; E-mail: Christer.Thrane@hil.no Christer Thrane is Professor of Tourism in the Department of Social Sciences at Lillehammer University College‚ Norway. His research interests
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analyze the boutique hotel industry in Sri Lanka and the trends of the industry at present and the key issues likely to change the formation of the industry in the future. Tourism in Sri Lanka has been booming since the war came to an end also the recovery of the global recession also has led to an increase in the number of tourists visiting the country. Therefore the need to cater to the foreigners has led to the growth in the emerging Boutique Hotel Industry. Demand for these hotels is increasing also
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Ethical Decision-Making: Employer Responsibilities and Employee Rights Chapter Objectives: After exploring this chapter‚ you will be able to: 1. Discuss the two distinct perspectives on the ethics of workplace relationships. 2. Explain the concept of due process in the workplace. 3. Define “employment at will” and its ethical rationale. 4. Describe the costs of an EAW environment. 5. Explain how due process relates to performance appraisals. 6. Discuss whether it is possible to downsize
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News Brief Hilton Hotels tops in customer satisfaction http://planyourmeetings.com/2006/06/01/hilton-hotels-tops-in-customer-satisfaction/ By Kristi Casey Sanders Published: June 1‚ 2006 Hilton Hotels Corporation leads the hotel industry in customer satisfaction‚ according to the latest statistics from the American Customer Satisfaction Index (ACSI). With a score of 78 points out of a possible 100‚ Hilton took the leadership position among the seven hotel companies mentioned in the survey
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EXECUTIVE SUMMARY Hotel industry is an essential part of tourism of india. The expansion of tourism is well inevitable bringing out development of the hotel industry. Hotel industry is so closely linked with the tourism industry that it is responsible for about 50% of the foreign exchange earnings from tourism trade and enterprises. Background to International Hotel Industry (and tourism) The four major BRIC countries (Brazil‚ Russia‚ India and China) continue to be targeted for hotel chain expansion
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