1,677 research outputs found
Hotel classification systems: a comparison of international case studies
No full textOver the last few decades we have witnessed an increasing interest of scholars and especially operators in service quality in the lodging business.
Firstly, it is important to observe that the diverseness of the hospitality industry also affects the classification of hotel quality. We can actually find many programmes, classifications and seals of quality promoted by public authorities and private companies that create confusion in the consumer perceptions of hotel quality. Moreover, new electronic distribution channels and their ratings are becoming a new way to gather information about a hotel and its quality.
Secondly, a point that can cause complications is that different countries and regions can choose differing approaches depending on the features of the classification (number of levels, symbols used, etc.) and the nature of the programme (public, private).
Considering these assumptions and the recent changes in the Italian hotel classification system, this paper aims to analyse the situation in Italy, underlining both its positive and negative aspects and comparing it with other European and North American cases.
Based on a review of literature and tourism laws as well as personal interviews with public authorities and exponents of the private sectors, we were able to identify critical issues and trends in hotel classification systems.
The comparison of case studies shows a heterogeneous situation. Points in common are the scale and the symbol used but, if we analyse the requirements of each category, we discover very different circumstances, also sometimes in the same country. A future European classification system could be possible only after a standardization of minimum requirements and criteria at a national level. In this situation brands and online consumers’ feedbacks become even more considered by the customers in the hospitality industry
Customer Satisfaction Surveys in the Hospitality Industry: a comparison of international hotel chains questionnaires
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La qualità dei servizi alberghieri nella prospettiva delle imprese e del mercato. Sistemi di classificazione e programmi aziendali di gestione e controllo
No full textL’evoluzione del settore alberghiero, caratterizzato da una crescente concorrenza a livello internazionale, rende i temi della qualità e della customer satisfaction di particolare importanza per le imprese del settore. Lo sviluppo di un approccio basato sulla qualità può risultare tuttavia difficoltoso a causa della forte eterogeneità che contraddistingue l’offerta e la domanda.
Il presente lavoro si pone un duplice obiettivo: da un lato quello di comprendere il complesso contesto della qualità alberghiera caratterizzata da vari programmi e classificazioni a livello nazionale e internazionale; dall’altro lato quello di studiare le esperienze, e soprattutto le tecniche di gestione della qualità, dei principali gruppi alberghieri internazionali, nel tentativo di identificare eventuali possibili applicazioni nel contesto italiano.
Dall’analisi dei vari programmi, premi e classificazioni riguardanti il tema della qualità, esistenti nel settore alberghiero, è emerso come la propensione a sviluppare o meno programmi specifici dipenda prevalentemente da fattori dimensionali (albergo singolo, catena alberghiera) e dalla fascia di servizio della struttura considerata. Nonostante questi programmi prevedano la fissazione di standard qualitativi e procedure comuni per tutti gli alberghi della catena, si riscontra una conciliazione della logica della standardizzazione e quella della personalizzazione. Lo studio dei casi aziendali ha permesso inoltre di individuare alcune linee guida e fattori comuni a tutte le catene alberghiere nella gestione della qualità.
I risultati ottenuti forniscono interessanti spunti per le piccole-medie catene alberghiere italiane che potrebbero applicare alcune tecniche di gestione della qualità alle proprie realtà aziendali, migliorando le performance
Quality certification in services: the case of hospitality industry
No full textThe main aim of this paper is to investigate the most important aspects and criticism of quality certification in the Italian hospitality industry.
During the past few years ISO 9000 has become more popular within organizations but, on the other hand, doubts have raised about the effectiveness of ISO 9000 improving quality management practices and quality results.
Analysing the SINCERT database of Italian ISO 9000 registered companies and throughout interviews with specific certified and not certified hotels, it has been possible to notice differences between registered and not registered companies in the hospitality industry.
The research focuses on the study of these differences. In particular, motivations of the decision to adopt or not ISO 9000 certification in the hospitality industry are examined by the analysis of Milan area.
Findings reveal that ISO 9000 registered hotels are mainly mono-unit organization of small-medium size while hotel chains prefer to develop their own quality management methods
Social media marketing in tourism and hospitality
No full textThe book describes ongoing developments in social media within the tourism and hospitality sector, highlighting impacts on both demand and supply side. It offers a combination of theory and practice with discussion of real-life business experiences.This book describes ongoing developments in social media within the tourism and hospitality sector, highlighting impacts on both the demand and the supply side. It offers a combination of theory and practice, with discussion of real-life business experiences. The book is divided into three parts, the first of which provides an overview of recent trends in social media and user-generated content, clarifies concepts that are often used in an overlapping way and examines the “digitization of word of mouth” via online networks. The second part analyzes the impacts that social media can have on traveler behavior for each step in the travel process and also on suppliers, highlighting opportunities, threats and strategies. In the third part of the book, future potential trends deriving from the mobile marketing technologies are explored and possible methods for social monitoring by means of key performance indicators are examined. It is considered how engaging customers and prospects by means of social media might increase customer loyalty, foster electronic word-of-mouth communication, and consequently have important effects on corporate sales and revenues. The discussion encompasses methods to measure company performance on each of the social media in order to understand the optimal mix that will support and improve business strategies
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