1,720,990 research outputs found
The Effect of COVID-19 on The Chinese Restaurant Industry and The Role That Third-Party Food Delivery Businesses Played in Helping Restaurants Respond to The Crisis
No full textThe outbreak of the COVID-19 coronavirus in Wuhan, China, in January 2020 has had an unprecedented impact on the tourism, hotel and catering industry globally. The aim of this research is to explore the impact of COVID-19 pandemic on the Chinese restaurant industry and the role that the third-party food delivery platform companies played in helping the restaurants respond to the pandemic crisis. This study first reviewed the past pandemic crises and summarized their impacts on aspects of health and finance, then utilized the document analysis method within a qualitative research process to collect data.
Four themes came through the thematic analysis: 1) the impact of COVID-19 on the Chinese restaurant industry (with restaurant cashflow being the most affected); 2) the most important measure in response to the restaurant's cashflow crisis was to increase revenue and reduce expenditure; 3) the influence of the takeout business model in traditional restaurants' response to COVID-19; and 4) the effect of third-party delivery platforms in helping restaurants cope with the COVID-19 crisis.
The research findings revealed that, although SARS and COVID-19 have similar biological structures and modes of transmission, the impact of COVID-19 on the restaurant industry was far greater than that of SARS. Moreover, during the epidemic period, the third-party food delivery platforms launched a variety of measures to actively respond to COVID-19, such as providing contactless services and cooperating with restaurants to develop "peace in mind" reassurance programs, effectively helping restaurants to increase the number of customers, takeout, and food delivery orders. This research concluded that the third-party food delivery platform played a positive role in helping the Chinese restaurant industry respond to the COVID-19 crisis
An Examination of the Attributes Influencing Chinese Travellers’ Selection of Short-term Accommodation Platforms
No full textThe three aims of this research are to: establish and test a model regarding attributes that influence Chinese travellers’ selection of a short-term accommodation platform (STAP) in China; provide an analysis of Chinese domestic STAPs and foreign STAPs (Airbnb) by Importance-Performance Analysis (IPA); and investigate the effects of attributes on Chinese travellers’ satisfaction and future loyalty behaviour.
This research used a deductive approach and quantitative research method. Based on an online anonymous questionnaire, data was collected from 200 Chinese respondents through social networking sites. Data analysis applied frequency descriptive analysis, IPA, independent sample t-test analysis, Analysis of Variance (ANOVA), correlation analysis and multiple regression analysis, to address the research questions and test hypotheses. This research found that the attributes of product price, product review, product variety, information quality, customer service quality, trust and privacy features, payment methods, loyalty programmes and product brand image, are important attributes in Chinese travellers’ selection of STAPs. However, product reviews, customer service quality and trust and privacy features in the platforms are most important deciding attributes for Chinese travellers when selecting a platform. By comparing Chinese domestic STAPs with foreign STAPs, weaknesses in Chinese domestic brands were identified. Additionally, product price is the most important factor influencing travellers’ satisfaction toward the platform and product variety is the most important factor influencing travellers’ future loyalty behaviour.
This research investigates the relationships among STAP attributes, traveller satisfaction and loyalty behaviour in the field of STAP, theoretically establishing the selection model about STAP. Practically, this research provides information about strengths and weaknesses of domestic and foreign STAP companies for managers
Responding to the COVID-19 Crisis: A Case Study of the Chinese Hotel Industry
No full textThe hotel industry is an industry that is extremely vulnerable to crisis. In recent years, a number of large-scale crises have taken a toll on the hotel industry, the latest being the recent COVID-19 coronavirus epidemic that broke out in 2020. The emergence of COVID-19 has caused severe damage to the hotel industry globally. Many countries had to issue travel bans in an attempt to control the spread of COVID-19, causing long-lasting impacts on the hotel industry. Because China was one of the earliest countries to control the spread of Covid-19, and the hotel industry is currently recovering well, this study will explore how the Chinese hotel industry responded under the COVID-19 crisis, and the impact COVID-19 had on the Chinese hotel industry.
In order to achieve the purpose of the research, this research adopts qualitative research methods. Secondary data is used, with government documents, news articles, and corporate reports being the main sources. The data is divided into four themes: Government, Hotel, Platform and Trend. The survey results showed that COVID-19 reduced hotel occupancy rates, daily room rates and income, and it also affected consumers' willingness to travel.
Secondly, policies play an important role in the recovery of the hotel industry and can facilitate a good environment for this to happen. When formulating marketing strategies, hotels need to understand the changes in consumer preferences and integrate current popular marketing methods. Additionally, in the face of the COVID-19 crisis, joining a hotel group can help independent hotels better weather the crisis
An Examination of the Attributes Influencing Chinese Travellers’ Selection of Short-Term Accommodation Platforms
No full textThe three aims of this research are to: establish and test a model regarding attributes that influence Chinese travellers’ selection of a short-term accommodation platform (STAP) in China; provide an analysis of Chinese domestic STAPs and foreign STAPs (Airbnb) by Importance-Performance Analysis (IPA); and investigate the effects of attributes on Chinese travellers’ satisfaction and future loyalty behaviour.
This research used a deductive approach and quantitative research method. Based on an online anonymous questionnaire, data was collected from 200 Chinese respondents through social networking sites. Data analysis applied frequency descriptive analysis, IPA, independent sample t-test analysis, Analysis of Variance (ANOVA), correlation analysis and multiple regression analysis, to address the research questions and test hypotheses. This research found that the attributes of product price, product review, product variety, information quality, customer service quality, trust and privacy features, payment methods, loyalty programmes and product brand image, are important attributes in Chinese travellers’ selection of STAPs. However, product reviews, customer service quality and trust and privacy features in the platforms are most important deciding attributes for Chinese travellers when selecting a platform. By comparing Chinese domestic STAPs with foreign STAPs, weaknesses in Chinese domestic brands were identified. Additionally, product price is the most important factor influencing travellers’ satisfaction toward the platform and product variety is the most important factor influencing travellers’ future loyalty behaviour.
This research investigates the relationships among STAP attributes, traveller satisfaction and loyalty behaviour in the field of STAP, theoretically establishing the selection model about STAP. Practically, this research provides information about strengths and weaknesses of domestic and foreign STAP companies for managers
To self-service or not to self-service? That is the question for hotels. An exploratory study of Senior Hotel Managers' perspectives
No full textAbstract/ Summary Customer self-service technology such as self-check-in kiosks has been implemented successfully at airports. Travellers seem to have accepted this technology and have become familiar with the concept. Self-service kiosks are currently also introduced in some American, European and Asian hotels. However, New Zealand hotels have not yet generally taken advantage of this technology. This study researches hotel managers’ views on the advantages and concerns of these self-service kiosks and their impact on customers and the hotel’s front-office operations. In addition, the managers’ concerns, related to introducing the kiosks are discussed. The aim of this study was to gain the perspectives of managers from New Zealand’s four and five star hotels regarding the impacts of self-service technologies (SSTs) on the hotel’s front-office operations and guests. A qualitative, case study research methodology was used in this research, to understand the managers’ perceptions and impacts of the self-service technologies. The research was conducted through ten semi-structured interviews and common themes which were found to be important to these participants were discussed. The research highlighted that managers had certain reservations towards SSTs, which may explain why they have not yet been implemented in New Zealand. The main reasons expressed were that personal service is vital in four and five star hotels, especially for leisure guests who like the friendly interactions with employees. Additionally, the costs to implement and interface the kiosks are significant and need adequate justification either through adding value for the guests or reducing costs for the hotel. There also may be some difficulty in interfacing the kiosks with each hotel property’s front-office system and the local New Zealand banking system. Finding the appropriate kiosks for each property would be imperative for SSTs to be a success. Managers believed that there are significant benefits associated with introducing SSTs in hotels. For the customer, managers felt that kiosks enabled benefits such as allowing check-in efficiency, additional guest-control, customised service interactions, choice of communication language for foreign travellers and easy, standardised service interactions. Managers felt that kiosks would predominantly benefit corporate and regular travellers, due to the efficiency and speedy self-check-in process. For the hotel, managers viewed kiosks as being able to lower labour costs, alleviating pressure on check-in staff during busy periods, enabling easier data access for customer-profiling and improving revenues through customised up-selling. Also the introduction of kiosks is predicted by some managers to revolutionise the hotel lobby and evolve employee roles, where service staff may greet guests on the lobby floor rather than from behind the reception desk, and spend more time creating closer relationships, adding to the guests’ hotel experience and being more customer-orientated. This study in New Zealand found that the majority of managers supported the introduction of self-check-in kiosks as an alternative value offering, as long as the kiosks were introduced as complimentary to service staff. Well-trained and friendly staff, in their opinion, would always be vital for guest satisfaction and reducing staff numbers would lower the hotel’s service standards
Lessons Learned: A Qualitative Case Study of Restaurant Success in Auckland, New Zealand
No full textThe aim of this study is to identify factors influencing the success of independent restaurants, as these restaurants appear to be an attractive entrepreneur investment option. However, these independent restaurants suffer a higher failure rate when compared to chain/franchised restaurants.
A qualitative case study research methodology was adopted to explore the factors affecting the performance of independent restaurants. The research was conducted through semi-structured interviews in Auckland, New Zealand, with 11 independent restaurant owner-operators.
Findings from the study revealed that restaurateurs have different perceptions of restaurant success, with most relating success to feelings of achievement rather than financial gain. In addition, participants show a clear difference between ‘knowing’ (having the knowledge) and ‘doing’ (applying the knowledge in practice). This behaviour could be caused by limited access to the kind of information needed in the planning stages and a lack of support from the restaurant industry. The study also suggests that the three main categories controlling the success of independent restaurants are the operational environment, stakeholders, and management factors. These factors are similar to Camillo et al.’s (2005) study that was applied as the research framework for this thesis. The researcher argues that the development of management system that consists of a standard operation manual and an extensive training programme could lead to a more efficient and sustainable restaurant operation
Environmental sustainability in small and medium enterprises in the Hawke's Bay region of New Zealand
No full textMost literature on sustainability begins with referencing the ‘Brundtland Report’, issued in 1987 by the World Commission on Environment and Development and formerly known as Our Common Future. This report is considered the main driving force behind all sustainability reinforcement, including the provision of an understanding between economic growth and environment protection. This report revolutionized the business community to adopt sustainable practices. Numerous studies have been conducted in the field of sustainability and its benefits for businesses. The common outcome from these studies proposed that ‘sustainability is not just good for people and the planet, but sustainable business practice make good economic sense’ (Collins, Roper & Lawrence, 2010, p. 481).
Sustainability can be interpreted in many ways, and in various industries it is practised differently. Businesses, regardless of their size or management, are taking positive steps to incorporate sustainable practices. Sustainability is further interpreted into social, economic and environmental considerations, forming a triple bottom line of any business. This research specifically explores aspects of environmental sustainability (ES)-related practices that are employed in small and medium sized accommodation providers within the Hawke’s Bay region of New Zealand. A Similar study was conducted with hotels by Ustad (2010) also in the field of Environmental Sustainability but from the hotel managers’ perspectives.
The industry in which this research has been conducted is the hospitality and tourism industry. There are many hospitality and tourism operators around the world, such as Hilton and Hyatt properties, that have successfully adopted environmentally sustainable practices and have reaped abundant benefits.
These business providers have set an excellent example for others to follow; however, there may be a lapse in understanding in certain parts of the industry, such as in small and medium enterprises. The results of this research demonstrate that the property owners are aware of environmentally sustainable practices but are less knowledgeable about environmental management systems and environmentally sustainable standards and accreditations. The practices are carried out of general knowledge regarding the environment and as a responsibility towards the conservation of the planet.
To self-service or not to self-service? That is the question for hotels. An exploratory study of Senior Hotel Managers' perspectives
No full textAbstract/ Summary Customer self-service technology such as self-check-in kiosks has been implemented successfully at airports. Travellers seem to have accepted this technology and have become familiar with the concept. Self-service kiosks are currently also introduced in some American, European and Asian hotels. However, New Zealand hotels have not yet generally taken advantage of this technology. This study researches hotel managers’ views on the advantages and concerns of these self-service kiosks and their impact on customers and the hotel’s front-office operations. In addition, the managers’ concerns, related to introducing the kiosks are discussed. The aim of this study was to gain the perspectives of managers from New Zealand’s four and five star hotels regarding the impacts of self-service technologies (SSTs) on the hotel’s front-office operations and guests. A qualitative, case study research methodology was used in this research, to understand the managers’ perceptions and impacts of the self-service technologies. The research was conducted through ten semi-structured interviews and common themes which were found to be important to these participants were discussed. The research highlighted that managers had certain reservations towards SSTs, which may explain why they have not yet been implemented in New Zealand. The main reasons expressed were that personal service is vital in four and five star hotels, especially for leisure guests who like the friendly interactions with employees. Additionally, the costs to implement and interface the kiosks are significant and need adequate justification either through adding value for the guests or reducing costs for the hotel. There also may be some difficulty in interfacing the kiosks with each hotel property’s front-office system and the local New Zealand banking system. Finding the appropriate kiosks for each property would be imperative for SSTs to be a success. Managers believed that there are significant benefits associated with introducing SSTs in hotels. For the customer, managers felt that kiosks enabled benefits such as allowing check-in efficiency, additional guest-control, customised service interactions, choice of communication language for foreign travellers and easy, standardised service interactions. Managers felt that kiosks would predominantly benefit corporate and regular travellers, due to the efficiency and speedy self-check-in process. For the hotel, managers viewed kiosks as being able to lower labour costs, alleviating pressure on check-in staff during busy periods, enabling easier data access for customer-profiling and improving revenues through customised up-selling. Also the introduction of kiosks is predicted by some managers to revolutionise the hotel lobby and evolve employee roles, where service staff may greet guests on the lobby floor rather than from behind the reception desk, and spend more time creating closer relationships, adding to the guests’ hotel experience and being more customer-orientated. This study in New Zealand found that the majority of managers supported the introduction of self-check-in kiosks as an alternative value offering, as long as the kiosks were introduced as complimentary to service staff. Well-trained and friendly staff, in their opinion, would always be vital for guest satisfaction and reducing staff numbers would lower the hotel’s service standards
Environmental sustainability in small and medium enterprises in the Hawke's Bay region of New Zealand
No full textMost literature on sustainability begins with referencing the ‘Brundtland Report’, issued in 1987 by the World Commission on Environment and Development and formerly known as Our Common Future. This report is considered the main driving force behind all sustainability reinforcement, including the provision of an understanding between economic growth and environment protection. This report revolutionized the business community to adopt sustainable practices. Numerous studies have been conducted in the field of sustainability and its benefits for businesses. The common outcome from these studies proposed that ‘sustainability is not just good for people and the planet, but sustainable business practice make good economic sense’ (Collins, Roper & Lawrence, 2010, p. 481).
Sustainability can be interpreted in many ways, and in various industries it is practised differently. Businesses, regardless of their size or management, are taking positive steps to incorporate sustainable practices. Sustainability is further interpreted into social, economic and environmental considerations, forming a triple bottom line of any business. This research specifically explores aspects of environmental sustainability (ES)-related practices that are employed in small and medium sized accommodation providers within the Hawke’s Bay region of New Zealand. A Similar study was conducted with hotels by Ustad (2010) also in the field of Environmental Sustainability but from the hotel managers’ perspectives.
The industry in which this research has been conducted is the hospitality and tourism industry. There are many hospitality and tourism operators around the world, such as Hilton and Hyatt properties, that have successfully adopted environmentally sustainable practices and have reaped abundant benefits.
These business providers have set an excellent example for others to follow; however, there may be a lapse in understanding in certain parts of the industry, such as in small and medium enterprises. The results of this research demonstrate that the property owners are aware of environmentally sustainable practices but are less knowledgeable about environmental management systems and environmentally sustainable standards and accreditations. The practices are carried out of general knowledge regarding the environment and as a responsibility towards the conservation of the planet.
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