Global Cases
on Hospitality Industry
Vinnie Jauhari
Editor
The Haworth Press
1 = ~ Taylor &. Francis GroupyCONTENTS
About the Editor / / ( , Q^J xvii Contributors xix Preface xxv Acknowledgments xxvii Chapter 1. Culture and Its Impact on International Service
Management: Exploring Global Consumers' Different Service Perceptions and Preferences in the International Hospitality Industry 1
Kyuho Lee
Maryam Khan ' .
Problem Settings Purpose of the Study Research Method
The Relationship between Culture and International Service Management
The Relationship between Service Preferences and Culture Conclusion and Discussion
Chapter 2. Effectiveness of Price Discount Levels and Formats in Service Industries
, Hsin-Hui "Sunny" Hu , H. G. Parsa
- Maryam Khan Price Promotions
Service Price Promotions Price Promotion Frames Depth of Price Reduction Methodology
Results and Discussions
Hospitality Industry versus Nonhospitality Industry Conclusions Limitations 2 3 3 • 4 9 12 17 18 19 21 22 24 25 31 32 34
Chapter 3. Leisure: Meaning and Impact on Travel
Behavior 37 • Umashankar Venkatesh
Introduction 37 Travel As an Expression of Leisure Behavior 39 The Economic Impact of Leisure Tourism 40 Meaning of Leisure and Its Impact on Consumer Behavior 41 Determinants of Leisure and Consequences for Tourism 43 Tourist Buying Decision Process 49 Conclusion 51 Chapter 4. The Bed-and-Breakfast Experience:
An Analysis of Hosts' and Guests' Expectations 55
Danielle Felix Sue Broad Maureen Griffiths Introduction 55 Literature Review 56 Methodology 59 Results and Discussion 62 Expectations 66 Conclusions and Recommendations 73 Chapter 5. Searching for Critical Success Factors:
A Dimension-Specific Assessment of Service Quality and Its Relationship with Customer Satisfaction
and Behavioral Intentions in Fast-Food Restaurants 79
Sanjay K. Jain
Service Quality, Customer Satisfaction, and Behavioral
Consequences: The Conceptual Framework 81 Service Quality, Customer Satisfaction, and Behavioral
Intentions: The Linkage 85 Methodology 87 Study Findings and Discussions 91 Managerial Implications, Study Limitations, and Directions
Chapter 6. Experience-Based Category Expectations
in Service Quality Research and Management 117
Henk Roest
Consumer Expectations 119 Will Expectations . 119 Should Expectations 120 Conceptualization on Consumer Expectations 122 Service Categorization and Experience-Based Expectations 124 Measuring Experience-Based Category Expectations 126 Experience-Based Expectations Per Category 130 Conclusions and Managerial Implications 130 Chapter 7. The Influence of Empowerment
on Organizational Success: A Case Study
on Flight Centre 141
Jiaolan Bowden Andrew Martin
Introduction 141 The Conceptual and Theoretical Frameworks
of Empowerment 143 The Service and Travel Industry Context 151 Flight Centre: The Company Background 152 Empowerment in Flight Centre 155 Discussions and Conclusions 169 Chapter 8. A Macroanalysis of Labor Productivity
As a Value Driver in the Lodging Industry 179
Prakash K. Chathoth Michael D. Olsen
Introduction _ 179 Definition of Productivity 180 Labor Productivity As a Value Driver 181 Research Questions 182 Data Analysis and Results 183 Discussion and Future Research 189 Limitations and Conclusions 192
Chapter 9. Human Resources Initiatives in Designing and Developing Value-Delivery Systems
in the Hospitality Industry 197
Shveta Singh Vijayshri Tewari
Introduction 197 Why Consider Customers' Perspectives? 198 The Nature of Work and Skills in Hospitality 199 Strategic Issues 202 Deskilling Within the Hospitality Workplace 207 Human Resources Initiatives in the Designing
and Development of Value-Delivery Systems >
in the Hospitality Industry 208 The Labor Environment 215 Conclusion 216 Chapter 10. Emotional Labor Among the Frontline
Employees of the Hotel Industry in India 221
Sajith K. Augustine Binoy Joseph
Introduction 221 The Service Context 223 Literature Review 223 Service Acting 224 Consequences of Emotional Labor 226 Emotional Labor Framework 229 Emotive Dissonance and Emotive Effort 231 Research Methods 232 Measures 233 Results 234 Discussion 237 Recommendations for Further Research 240 Chapter 11. Understanding the Impact of Situational
Components in Hospitality Retailing:
The Case of Irish Theme Pubs 245
Barry O 'Mahony John Hall
Wayne Binney
Introduction and Research Tradition 245 Research Orientation 247
Components of the Hoffman and Turley Model 248 Methodology 250 Analysis and Results • 253 Invisible Organization and Systems 254 Implications 260
./ Chapter 12. Internationalization of Services: The Global
Impact of U.S. Franchise Restaurants 265
Mahmood A. Khan
Introduction Methodology Basic Concepts
Basic Franchisor Services and Their Global Impact Franchising and Marketing Mix
Quality Dimensions for Services Provided by Restaurant Franchises
Global Impacts of Franchising Conclusion
Chapter 13. The Strategic Behavior of German Tour Operators in Croatia
Nadine Sulkowski Angela Roper
Introduction
Rationale and Objectives
Issues in Managing German Package Tours to Croatia Previous Research into the European Tour Operating
Industry
Methodology , Findings
Discussion
Conclusions and Further Research
Appendix 13.A. Previous Research into the Package Holiday Industry
Appendix 13.B. Primary Research Findings on the Demand-and-Supply Issues of Managing Package Tours to Croatia
Appendix 13.C. Value Chain Activities of the Four Sample Firms 265 267 268 268 272 278 - 280 293 297 297 299 301 303 305 309 314 321 325 329 334
Chapter 14. Working Capital in Hospitality Sector:
A Case of Maruti Hotels 343
Vinayshil Gautam
Chapter 15. Entrepreneurship in Indian Hotel Industry:
Financial and Strategic Perspective 353
Vinnie Jauhari
Introduction 353 Hotel Industry in India 354 The Modern Indian Hotel Industry 355 Market Leaders in Indian Hotel Industry 356 Strategic Perspective 360 Challenges for Becoming National/International Brands 361 Liquidity Analysis 362 Interest Coverage Capacity of Indian Hotels 368 Profitability 373 Marketing Orientation of Firms in the Hotel Industry
in India 378 Conclusions and Recommendations 378 Appendix A. Sales of Select Indian Hotels
for the Year 2002-2003 382 Appendix B. Interest Coverage for Select Indian Hotels
for the Year 2002-2003 , 384 Chapter 16. Hospitality and Tourism: International
Industries Experiencing Common Problems 389
Hadyn Ingram
Introduction , 389 International Tourism Planning 389 The Development and Operation of Hotels 391 Europe and the Single Market 393 Planning Issues and Techniques 395 Service Improvement 397 Finance and Performance 399 The Psychology of Management 401 Summary 403 Appendix A. Editor's Summary Table and Thematic
Relationship Diagram 404 Appendix 16.B. Service Performance
Chapter 17. The Heritage Tourism of George Town,
Penang: Setting the Right Tourism Culture 411
Azizi Bahauddin Aldrin Abdullah Badaruddin Mohamed
Introduction 411 History of Malaysia and the Western Powers 411 Objectives 412 Methodology 413 Penang 413 Heritage Tourism in Penang 415 Heritage Routes in George Town 420 Issues 424 Initiatives and Measures 431 Lessons Learned 433 Managing Tourism in George Town 435 Conclusion 437 Chapter 18. Effects of Tourism Development on the Local
Poor People: A Case Study in Taibai Region China 443
B. Zeng R. W. Carter T. De Lacy Johannes Bauer
Introduction 443 Case Study Area 444 Survey Methods 446 Results 446 Discussion / 457 Chapter 19. Barriers to Hotel Chain Development in China 461
Ray Pine Pingshu Qi
Introduction 461 Methodology 462 Findings 464 Conclusions and Recommendations 470 Appendix 19.A. Interview Questions • 471
Chapter 20. Employee Behavioral Intentions Toward Adoption of Information and Communication
Technology 477 Terry Lam Vincent Cho Tom Baum Introduction 477 Literature Review 478 Methodology 480 Findings and Discussion 481 Conclusion and Implications 484 Chapter 21. Improving the Effectiveness of Hotel Loyalty
Programs through Data Mining 487
Vishnuprasad Nagadevara
Introduction 487 Artificial Neural Networks 490 Data 491 Profile of the Members 492 Results 492 Conclusion 498 Chapter 22. Performance Evaluation of Worldwide Hotel
Industry Using the Data Envelopment Analysis 501
Jodo C. Neves Sofia Lourenco
Introduction 501 Literature Review 502 Methodology and Research Design 506 Results from the Empirical Study 510 Comparison Between DEA and Ratio Analysis 515 Conclusions 517 Appendix 22.A. Efficient Peers in the Three-Year
Period Study 519 Chapter 23. Ethics in the Hospitality Industry:
An Applied Model 523
Randall S. Upchurch
Introduction 523 Need for the Study 524
Purpose of Study . 525 Questionnaire Administration 525 Climate Foundation and Referent Description 526 Research Questions and Hypotheses 527 Research Findings: Demographic Findings 527 Application of Ethics Research Outcomes: A Proposed
Model 531 Conclusion 534 Chapter 24. The Ethical Challenges of Managing
Pilgrimages to the Holy Land 537
Stephen R. Sizer
Introduction 537 The Detrimental Impact of Religious Tourism to Israel
and the Occupied Territories 538 Types of Protestant Pilgrimages 539 Categories of Holy Land Tour Operators 540 Consequences for the Indigenous Palestinians 541 Deficiencies Inherent in Most Protestant Pilgrimages 541 The Ethical Issues Encountered in Promoting Responsible
Tourism to the Holy Land 543 Responsible Pilgrimages: Some Proposals 546 Key Questions for Discussion 547 Chapter 25. State of Practice of Ethics in the Hotel
Industry in India: Some Conclusions 551
Umashankar Venkatesh
Introduction
The Indian Hotel Sector
How Management Style and Operational Nature Contributes to Unethical Practices
The Growth Imperatives for the Indian Hotel Sector The Stakeholders
Areas in Which Unethical Practices Are More Evident Chapter 26. Work Values of Chinese Food-Service
Managers
Chak-Keung Simon Wong Kam-Ho Manson Chung
Introduction Objectives 551 551 553 555 557 557 567 567 570