Stratford Peer Reviewed Journals and Books
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The Role of Housekeeping Department Towards Guest Satisfaction in Isola Sacra Hotel, Italy
No full textGuest satisfaction is a crucial aspect affecting the performance of the hospitality business. Satisfaction is recognized as the primary driver of customer loyalty. Guest satisfaction is the feeling of the guest that their expectations have been met or exceeded. Hence, the study sought to examine the role of the housekeeping department towards guest satisfaction. The case study was Isola Sacra Hotel in Italy. The study was literature based. The analysis of the study was based on the findings from the preceding studies. Based on the reviewed literature, it can be established that the housekeeping department significantly influences guest satisfaction. The housekeeping department cleans the guestrooms, particularly the guests visiting the hotel. It also maintains a hygienic environment in everything within the hotel so that it is conducive and attractive to its customers. Businesses that meet their guests' demands and expectations create higher revenues than those that cannot figure out and satisfy them. The study showed that housekeeping duties start with inspecting a room after checkout, cleaning it according to hotel standards and refreshing the room's supplies. Once new guests arrive, prompt, cheerful and professional attention to their needs can reinforce how the hotel looks after guests and leave a good impression. The study concluded that the housekeeping department significantly affects guest satisfaction in Isola Sacra Hotel, Italy. The housekeeping department can make the guests delighted and more likely to come back or refer other people, enabling the hotel to make more profit. The primary goal of the hotel's top management is to increase customer satisfaction. It was recommended that hotels create unique measures of housekeeping departments that will bring uniformity to nearly all hotels across the country. Additionally, hotels should implement quality control tools to ensure that all customers are satisfied with the hotel's services and will attract more guests. The management should keep the housekeeping department in check to ensure the required standards are met.
Keywords: Housekeeping, guest satisfaction, Isola sacra hotel, Ital
The Impact of Stigmatization on Behavior Change among Young Adults from First Love Kenya
No full textFamily reintegration is one of the processes that are critical and sensitive after children go through rehabilitation and psychological recovery. Many young people reunite with their biological parents or guardians after attaining the legal age of being termed as young adults. Since reintegration is not an event but a process, many things come to play. Several young adults who have reintegrated with their families after healing, treatment, recovery, and stabilization in the children’s homes exhibit disruptive behaviour and psychological disorders after being reunited with their guardians or families. This study is anchored in reintegrative shaming theory, Goffman’s Stigma theory and behavioural change theory. The study aimed to examine the impact of stigmatization on behaviour change among young adults from First Love Kenya. The study group consisted of 92 respondents: 71 young adults, one children officer, and 20 parents/guardians. Data was collected through the use of questionnaires and an interview guide. The research instruments were validated by a reliability test and was found to be credible. Upon collection, the data was analyzed using descriptive and inferential analysis. Descriptive statistics were percentages, frequency counts, mean and standard deviation. At the same time, the inferential statistics tested the hypotheses using Pearson’s correlation test to correlate family reintegration and behaviour change. Regression analysis was then used to measure the effect of shaming, stigmatization, and reintegration on behaviour change. Results showed that stigmatization had a negative and significant impact on change of behaviour among young adults (β = -.39 p = .000<.05). Further, reintegration had a negative though insignificant impact on change of behaviour among young adults (p =.985>.05). The study concluded that shaming and stigmatization contributes significantly to negative change of behaviour among young adults. The study recommended the need for stakeholders to review the policies on reintegration. The focus should be on how to eliminate defensiveness and attitude of worthlessness among young adults; how to enhance social skills among young adults, and how to deal with depression, rebellion and aggression; and how to enhance confidence, self-esteem, and acceptance among young adults.
Keywords: Stigmatization, behaviour change, young adult
Social-demographic Characteristics of Children Survivors of Incest who Developed PTSD between the Ages of 6 and 17 Years
No full textPost-trauma stress disorder (PTSD) is a psychological disorder which develops after exposure to a traumatic event. Incest is such a cause which affects the child psychologically, socially and physically. The study purposed to assess the social demographic characteristics of (PTSD) among child survivors of incest aged between 6-17 years seen at Nairobi Women’s Hospital Gender Based Violence & Recovery Centre (GVRC) in Nairobi County. The population included caregivers/parents, survivors, and key informants. The study used purposive sampling to select the site and utilized random sampling to select the key informants. The sample size comprised of 20 survivors, 20 parents and 2 key informants. Data was collected through TSCYC scale, and observation. The findings of this study pointed out that the prevalence of PTSD among child survivors of incest was 60 %; the levels of other psychological disorders stood at: Depression (63.69 ± 6.249SD), Anxiety (64.6 ± 7.123SD), Anger/aggression (64.43 ± 7.24SD), Dissociation (61.67 ± 8.753SD), and Sexual concerns (105.86 ± 8.536). All these were clinically significant; out of the 42 child survivors of incest, 9(21.4%) were traumatized, 4(9.5%) had depression, 2(4.8%) had an infection, 1(2.4%) had pregnancy, 1(2.4%) was sick while 25(59.5%) had a combination of all the other effects; 37(88%) of the child survivors went to hospital while 5(12%) visited any other professional for help. The study also found out that the level of education (r=-0.017, p=0.913), familiarity with perpetrator (r=-0.232, p=0.139), and relationship with perpetrator (r=-0.133, p=0.401) were negatively correlated with PTSD. However, gender (r=0.170, p=0.282), place of assault (r=0.039, p=0.806), and frequency of abuse (r=0.110, p=0.487) were positively correlated with PTSD. The study concluded that PTSD was prevalent among children survivors of incest and the effects were varied. The caregivers were unaware of its existence and ill-equipped to pursue a treatment plan.
Keywords: PTSD, young girls, survivors, Social-Demographic Characteristics, Inces
Technology: Examining Educational Strategies in the Wake of Covid-19 Pandemic in Kenya
No full textThe World Health Organization recognized COVID-19 as a pandemic. In Kenya, the government announced the first case of COVID-19 on 13 March 2020. Spontaneously, the government established a mitigation committee at the national level to give daily briefs on the state of the COVID-19 crisis in the country. Thus, the study sought to examine the online platforms used amid the Covid 19 pandemic in tertiary institutions in Kenya and the influence of these platforms on online learning. The study was a literature-based review. The study findings indicated that most online platforms used for online learning by the tertiary institutions include zoom, video conferencing, email, WhatsApp, telegram, video streaming, skype and google classroom. The online platforms have reduced face-to-face interactions and thus minimized the spread of the Covid 19 virus. The online platforms determined the extent of online learning among the tertiary institutions in Kenya. Online learning has been considered to be vital in ensuring the success of teaching despite the pandemic. The study concluded that online platforms promoted online learning among the tertiary institutions in Kenya. The online learning offers enormous opportunities for learning and access to a vast amount of knowledge and information. Online learning during the COVID-19 pandemic has been enhanced by the effectiveness of the online platforms being used. The study recommended that online platforms such as zoom, video conferencing, email, WhatsApp, telegram, video streaming, skype and google classroom should be promoted within the tertiary institutions in Kenya since they promote online learning. The tertiary institutions to maximize the use of technology (online platforms) to teach and enhance online learning since the majority of the learners possess smartphones and laptop devices. Moreover, the tertiary institutions should lobby for subsidized internet bundles from internet providers and policymakers should reduce tax levies for internet service providers to offer affordable and reliable internet connections to learners and instructors off-campus. The university management and government should prioritize capacity building for lecturers and other users to enhance online education skills and knowledge.
Keywords: Online platforms, online learning, tertiary institutions, COVID-19 pandemic, Keny
Quality Standards and Competitiveness of Star Rated Hotels in Nairobi City County, Kenya
No full textGlobally, the concept of competitiveness in business is widespread. In the hospitality sector, the concept of competitiveness has been applied differently in the varied operational segments and types and in most cases expanded to include the sustainability discourse. Certain business strategies for instance pricing, brand image, quality and sustainable tourism are at the core of day to day operations. Although, there has been a plethora of published research, related to quality in the last decade worldwide, very few studies have been conducted on the area of quality as an element of competitiveness in Kenya particularly in the hospitality industry. This study zeroed in on one key segment of tourism’s hospitality sector; the hotel or tourist accommodation segment, to discuss further the aspect of competitiveness vis-a-vis the quality standards that are applied. The study therefore sought to determine the effect of quality standards and competitiveness of hospitality establishments in Nairobi City County, Kenya by specifically assessing the effect of classification system, branding and ecolabels on competitiveness. These study objectives were anchored on three theories; the Resource Based Theory, the brand equity theory and the dynamic capabilities theory respectively. The study used descriptive research design that included a cross-sectional survey with the study population being 54 star rated hotels currently operating in Nairobi City County, Kenya as per the data from Tourism Regulatory Authority (TRA). Out of these, 2 hotels were used for pilot testing and the remaining 52 hotels were examined. Data was gathered using self-administered questionnaires. A pre-test was performed to establish the instrument’s validity and reliability. Analysis of data was by quantitative approach using SPSS Version 25. Inferential analysis (multiple regression) was utilized in the data analysis. ANOVA demonstrated independent variables statistically significantly predicted the dependent variable. The study revealed that classification provide avenue for benchmarking with competitors, help in marketing hotel locally and abroad and improve the quality of service delivery with a regression results of (B=0.412, p-value =0.043). It was established eco labels is not significant with a regression result of (B=0.042, p-value<0.080).Classification and branding were statistically significant in hotel competitiveness from the multiple regression analysis compared with eco labels. Eco labels lower influence could be attributed to lack of eco labels by most the hotels in the survey. Also it was revealed that branding influence hotel image, hotel recognition and also customer loyalty in terms of increased attachment and had a regression result of (B=0.672, p-value =0.001). The study recommended for suppliers in the tourism and hospitality sector to familiarize and implement existing quality standards in a bid to become more competitive
Strategic Leadership, External Environment, and Performance of Small and Growing Businesses in Nairobi County, Kenya
No full textSmall and growing businesses are considered as the primary forces for sustainable economic growth and rapid industrialization. Despite their great potential, small and growing businesses face many challenges and as a result, most of them perform dismally and are eventually edged out by competitors. Given the studies done which recognize the role of strategic leadership practices on performance, the present leaders of small and growing businesses are viewed not only to be steering their companies through the process of strategic planning, mission development, and evaluation, but also to actively handle strategic leadership practices and firm performance. The overall objective of the study was to explore the impact of strategic leadership on performance of small and growing businesses in Nairobi County. The specific objectives of the study were to determine the influence of strategic direction, core competencies, human capital development and sustaining organizational culture on the performance of small and growing businesses in Nairobi County and to further establish the moderating role of operating environment on the relationship between strategic leadership and performance of small and growing businesses in Nairobi County. This research was based on five theories namely: strategic leadership theory, path-goal leadership theory, trait theory, performance maximization theory and contingency theory. To satisfy these objectives, both descriptive and explanatory research design were adopted. The population of this study was all the 1539 small and growing businesses in Nairobi County’s Central Business District. Stratified random sampling was used as the sampling design while Yamane formula was used to compute the sample size of 318 SGBs. A self-administered questionnaire was used as the major tool for data collection. Both Google forms and hard copy questionnaires were used to collect data. The questionnaire consisted of three sections focusing on general information about the respondent and the organization, strategic leadership and actions that are geared towards performance and finally the level of organizational performance. Descriptive and inferential statistics were utilized for data analysis purposes. The study achieved a response rate of 66%. The study found that strategic direction, human development, and organizational culture have positive and significant effect on organizational performance with p values 0.000, 0.025 and 0.019 respectively while core competencies were found to have a positive but non-significant effect with p value being 0.053. External environment was also found to have a significant moderating effect on the relationship between strategic leadership and organizational performance. The study concluded that strategic leadership is an important aspect in any organization as it leads to improved organizational performance.
Keywords: Strategic Leadership, External Environment, Small and Growing Businesses, Strategic Direction, Core competencies, Human Capital Development, Sustaining Organizational Cultur
Corporate Leadership Style and Strategic Plan Implementation to Local Government in the United Kingdom
No full textThe study's objective was to examine whether corporate leadership style influences the strategic plan implementation in local government in the United Kingdom. The study was literature-based and the inferences of the study were based on the conclusion from the previous studies. The study findings indicated that corporate leadership style influences strategic plan implementation in local government in the United Kingdom. Corporate leadership style plays an integral role in formulating and accomplishing strategies. A corporate leader is a supportive one who treats all the same, builds strong partnerships with colleagues both at the top and in the lower rank within the entire company, and welcomes everybody in the strategic management process. The study further noted that strategy implementation is the means a firm uses to accomplish its desired purposes and objectives. Strategy implementation is an activity phase of the strategic management process, which entails operationalizing the created strategies. The research concluded that corporate leadership styles significantly impact strategy implementation. The leaders are required to be supportive of other employees. The study recommended that strategic instructions and stewardship be directed towards the company's strategic-change champion through strategic management processes and shared values of the firm. There should be an adoption of a corporate leadership style in local government in the United Kingdom. Effective execution of strategic plans would certainly improve internal effectiveness and boost local government performance.
Keywords: Corporate Leadership Style, Strategic Plan Implementation, Local Government, United Kingdo
Effects of Resilience Building on Performance of Pharmaceutical Firms in Kenya
No full textThe purpose of the study was to evaluate the effects of resilience building on performance of pharmaceutical firms in Kenya. The research adopted a descriptive research design. The target population included 171 (22 local pharmaceutical manufacturing and 149 importing firms). The study adopted a census sampling technique. The data was analyzed using SPSS 22 version. The study made use of multiple regressions analysis which helped to generate a weighted estimation equation (OLS) that was used to predict values for dependent variable from the values of the independent variable. The regression results revealed that resilience building had a positive and significant relationship with the performance of pharmaceutical firms. It was found that resilience building is satisfactory in explaining the performance of pharmaceutical firms which was supported by a coefficient of determination also known as the R2 of 57.5%. The null hypothesis was rejected which indicated there is no significant relationship between resilience building and performance of pharmaceutical firms in Kenya. Thus, there is a significant relationship between resilience building and performance of pharmaceutical firms in Kenya. The study recommended that pharmaceutical firms should develop and implement the resilience building practices to increase reliability, visibility, adaptability and build reputable brands. Among the practices which are of great significance are those to do with timely and effective response on new customer customers preferences, stable and assured supply, innovativeness to new preferences and preparedness to deal with supply disruptions. The study also recommended that management in pharmaceutical firms should implement the aforementioned practices since they lead to an improved firm performance in terms of sales, customer service and efficiency
Keywords: Resilience building, performance, pharmaceutical firms, Keny
Innovation Strategies and Corporate Performance: Perspective from India
No full textMore studies indicate that businesses becomes very competitive in an emerging market when they give importance to innovative activities that build their reputation in the market environment. Basically, the essential reason for innovativeness is the wish of companies to get raised service company efficiency as well as raised competitive edge and the best goal of technology is to boost company corporate performance Technology techniques are crucial for companies that remain in pursuit of enhanced company efficiency and their benefit is typically a boost in their profits and also their market share. Refine of tactical advancement is strongly related to business discovering and refers to capability of organization to generate, approve as well as carry out originalities, procedures, services or products. The main objective of procedure development is to produce a noteworthy boost in corporate performance or to drive down costs substantially. This approach can aid companies accomplish major decreases in process price, improvements in quality, solution levels and also various other business objectives. Strategic technology is factor to development of new markets and also products for the marketplace, nonetheless even after the advantages of critical technology has been developed the influence of calculated advancement on business efficiency of Businesses has actually continued to be misinterpreted. The research study took on making use of combined technique research design which is the application of both qualitative and also quantitative approaches. The study made use of a work desk study testimonial methodology where pertinent empirical literary works was reviewed to determine main themes. Result findings from literature-based evaluation showed that innovation had favorable as well as significant influence on the business performance of businesses. It was suggested that innovation information ought to be readily available especially to governing and advisory bodies for assistance to the Businesses on the demand to craft as well as use sound strategies tailored in the direction of constantly embracing originality given that development brings about improved financial corporate efficiency.
Keywords: Sustaining innovation, Incremental innovation, Radical innovation, Process innovation, corporate performanc
Strategic Management Approaches and the Realization of Business Identity: Perspective from Italy
No full textEstablishing a strong brand identity allows business to set differentiation, personality, consistency, awareness, and loyalty among customers. An organization’s brand is its identity, and this image will be portrayed to all employees and customers-therefore making it one of the business’ most valuable assets. It is also paramount to note that, business identity is an essential reason why many companies stand out from their competition. A strong business identity helps an organization set itself apart from its competitors and maintain a personality that the public can easily associate the brand. It is however important to note that business identity is not the same as a business's image. The process of strategic management includes analysis of the internal and external environment, formation of strategy, implementation of strategy, and evaluation of strategy. The theory of strategic management is analyzed within an integrated model of context, content and process. The study established that there are two strategic management approaches to strategic management being employed by businesses in Italy to achieve business identity: The Prescriptive Approach which works best in a stable environment and Emergent Approach which is used in an unpredictable fashion. These approaches are the widely known strategic models and must be examined thoroughly within the context of the fast paced, highly competitive and increasingly dynamic business environment. The prescriptive approach, also known as deliberate strategy is a deterministic and systematic plan of action designed to achieve a specific goal for the long term. It is usually the responsibility of the top management to establish lucid strategic directions through analysis and evaluation and then implement them through the successive layers of the organization. On the other hand, the study established that an emergent strategy approach increases flexibility in times of turbulence and allows the business to respond to opportunities and make the most of the threats. The study recommends that business managers in Italy should strive to adopt the two approaches to strategic management if they were to realize business identity.
Keywords: Strategic management, Strategic approaches, Business identity, Brand image