Repositioning of the Service Quality of Exquisite Restaurants --Case Study in Taiwan
|
|
- David Curtis
- 6 years ago
- Views:
Transcription
1 Repositioning of the Service Quality of Exquisite Restaurants --Case Study in Taiwan Dr. Ray Wang, Associate professor of Hospitality Management Dept., Hungkuang University ABSTRACT In recent years, with the active help and efforts of the Taiwanese authorities and academic circles, a large number of tourists have visited Taiwan, which is of great significance for exquisite high-end restaurants in Taiwan. However, many of these exquisite restaurants have experienced a few cycles, and most of the restaurants have been in stagnation or are in urgent need of reform. In other words, if these restaurants want to take advantage of external opportunities, first of all, they should understand the needs of the main customers of their exquisite restaurant and then convey these needs into quality specifications or requirements. In this way, the exquisite restaurants can reposition their service quality through internal education and training. Using important performance analysis, this study adopted purposive sampling and invited restaurant customers to participate in a questionnaire. In total, 168 valid questionnaires were returned. This study makes use of EXCEL 2013 as the data analysis tool to explore the important items of service quality of the main customers and understand any unsatisfactory service received from the case restaurant. The results of this study are conducive to the verification of the implication of the service quality of exquisite restaurants and can help researchers grasp the differences among the different types of restaurant service quality items with regards to customers and offer a managerial reference for exquisite restaurants in real practice. Keywords: Exquisite Restaurants; Service Quality; Important Performance Analysis; Case Study INTRODUCTION With the promotion of economic growth and life quality, leisure and travel are becoming more and more popular. It is estimated that by the end of 2014, revenues for the tourism Industry in Taiwan will have reached 5% of total revenue for the service industry. The number of employees in the Taiwanese service industry accounts for nearly 60% of the total employed population (Tourism Bureau, M.O.T.C., 2014). With the substantial growth in tourism and the service industry, the derivatives of cuisine catering, security and service quality have suddenly become pressing and urgent issues. The catering industry always places the emphasis on its "customer-oriented" culture, and service quality is an important factor to influence customers and attract revisits (Gabriel, 2015; Kringelbach, 2015). Therefore, meeting the dining needs and service quality of customers is an important factor, as is whether or not the restaurants can attract customers effectively revisits and leave a good impression, which is also an important purpose of this study. Exquisite high-end restaurants provide high standard service quality, yet still no conclusion has been made on service quality and customers revisits (Chen, Liu & Chang, 2013; Liu, & Jang, 2009; Pham & Huang, 2015). Some studies suggested deliciousness of food is the main factor how customers value a restaurant (Wang & Tseng, 2014; Wang, 2015), and some were also debated the importance of service quality (Chen, Liu & Chang, 2013; Gabriel, 2015; Kawasaki & Shimomura, 2015; Kringelbach, 2015; Pham & Huang, 2015). The Journal of Human Resource and Adult Learning, Vol. 11, Num. 2, December,
2 This study is not going to list out tons of factors that are likely to influence customers choice with exquisite restaurants. We are aiming to come up with a business reference and distinguish the factors that have better performance to attract customers. SERVICE QUALITY OF EXQUISITE RESTRUANTS With ever-increasing economic growth and the requirements for life quality, the international leisure industry has gradually increased in popularity. The catering industry has benefited and flourished. With westerly leaning in the domestic catering industry, the concept for high quality lifestyle and restaurants quality has gradually affected the business model and requirements for flavour and cuisine safety. Except for satisfying the basic needs of customers, the emphasis on cleanliness and hygiene, service quality and food quality, decorating style and atmosphere, the arrangement and diversity of provide meals, and the promotion of recreational effects have become important conditions for the competitive edge of catering practitioners (Gabriel, 2015; Kawasaki & Shimomura, 2015; Kringelbach, 2015; Lin, Wang, Tseng, 2009; Wang & Tseng, 2014; Wang, 2015). Only those restaurants that highlight their features, placing the emphasis on service quality, are good at creating atmosphere and shaping restaurant exquisiteness can enjoy dominance. In other words, the atmosphere created by exquisite restaurants can generate pleasure for customers and leave memories forever of an impressive experience. From the literature review, this study concludes that there are three quality constructs for service quality requirements in exquisite restaurants: design and planning, in-house cooking and outfield services, of which there are nine indicators (Gabriel, 2015; Kawasaki & Shimomura, 2015; Kringelbach, 2015; Wang & Tseng, 2014; Wang, 2015). These are: 1, transport convenience; 2, deliciousness and exquisiteness of food; 3, diversified choice of dishes; 4, price; 5, the cordial attitude of receptionists; 6, staff courtesy; 7, decoration and atmosphere of the restaurant; 8, the cleanliness and neatness of the restaurant; 9, the efficiency of the air conditioners. RESEARCH DESIGN Analysis of Significant Performance Indicators To avoid influencing the customers and to efficiently and quickly acquire the data needed for the analysis, this study adopted Important-Performance Analysis (IPA). This method is a technique that adopts perception of the importance of an item given by the research objectives and the satisfaction towards this service or commodities from actual experience, and conducts a comparison of related location (Wu & Shieh, 2009; Wang & Tseng, 2011; Wang & Tseng, 2014; Wang, 2015). With the help of the accumulated data, the average scores for the importance of each item and performance are illustrated as a two-dimensional matrix. Because of its good levels of appropriateness, this method is widely applied in the automobile industries, food service, housing arbitration, education, and health care (Martilla & James, 1977; Wu & Shieh, 2009; Wang & Tseng, 2011; Pham & Huang, 2015). Research Results and Discussion This study was conducted from May 25th, 2015 to June 11th, With purposive sampling and the reduction and exemption of service fees, inviting customers to complete the questionnaires and a total of 100 copies of the questionnaires were circulated. This study collected 86 valid questionnaires, 2013 EXCEL was used for data analysis and the results are shown in figure The Journal of Human Resource and Adult Learning, Vol. 11, Num. 2, December, 2015
3 Figure 1: Important-Performance Analysis for case restaurant In recent years, experiential marketing has gradually been integrated into the daily lives of customers. It allows customers to personally take part in real experiences, generate a thinking identity through actual feelings and then complete their purchase behaviour. This consumption process completely illustrates whether or not customers feelings or thoughts are triggered or moved. In other words, the purpose of the experience is to generate connections between the different layers of sense, feelings, thoughts, and actions and then relate and shape trading behaviour and activities that satisfy customers (Chen, Liu & Chang, 2013; Wang & Tseng, 2014). The analysis results show that the cordial attitude of receptionists (No. 5) and staff courtesy (No. 6) are competitive advantages for this restaurant and are worth maintaining. However, the deliciousness and exquisiteness of food (No. 2), diversified choice of dishes (No. 3), the cleanliness and neatness of the restaurants (No. 8), and efficient air conditioning (No. 9) are items that need to be improved. In other words, the sensory experiences of the case restaurant are not good enough. However, spiritual experiences are its competitive edge, which indicates that most of the customers in this case restaurant are loyal customers and that the receptionists are cordial because they are familiar with those customers. The return ratio for the questionnaire (85%) supports this perspective. However, except for maintenance of the original customer satisfaction, the top priority for this case restaurant should be the attraction of potential customers. Furthermore, deliciousness and exquisiteness of food and diversified choices of dishes demonstrate problems, and there are concerns about losing the original competitive advantages if they do not adopt improvements immediately. The lack of cleanliness and neatness in the restaurants and inefficient air conditioners highlights managerial negligence (Kringelbach, 2015; Pham & Huang, 2015). In other words, this study shows that even exquisite restaurants featured with quality service, deliciousness of food still plays a critical role which effectively satisfies customers (Gabriel, 2015; Kawasaki & Shimomura, 2015; Wang, 2015; Wang & Tseng, 2014). Deliciousness and exquisiteness of food should be viewed as one of the fundamental managerial items for restaurants (Wang, 2015). For sensory and spiritual layers could be selected after fulfilling the basic feature of delicacy. The Journal of Human Resource and Adult Learning, Vol. 11, Num. 2, December,
4 CONCULSION AND IMPLICATIONS Conclusion The results of this study show that the indicators of deliciousness and exquisiteness of food, diversified choices of dishes, the cleanliness and neatness of the restaurants and the efficiency of air conditioners are of urgent need of improvement and that the indicators of the cordial attitude of receptionists and staff courtesy are the competitive advantages of this restaurant. It is believed that satisfying customers basic need is something even for a fine dining restaurant must achieve. Lacking of deliciousness and exquisiteness of food could end up with low satisfactory although there are quality services provided. However, after detailed research, it was easy to ascertain that the customer loyalty for this case restaurant was very high as the receptionists are familiar with the loyal customers. Furthermore, the food offered by this restaurant is not fresh. Consequently, this case restaurant should improve their dishes and cuisine content immediately and reconsider the possibilities and necessities of organizational reconstruction. We interviewed four frequent male customers aged in response to the case restaurant s IPA of the deliciousness and exquisiteness of food and discovered that visual impact to an exquisite restaurant decoration goes faster than the smells and the tastes, yet for customers revisiting taste for deliciousness is still the key (Kawasaki & Shimomura, 2015; Wang, 2015; Wang & Tseng, 2014). Restaurants should have considered aesthetics into the culinary services, however do not leave deliciousness behind when using tints, silverwares, cutting techniques and plating with mouthwatering smells and other taste excitements to bring out positive dining experience for customers. This statement is also similar to the finding of Kahneman, Diener and Schwarz (2003) that we attract customers with aesthetics, following by experiencing delicious food through the smells and the tastes, an ideal banquet style restaurant is a place with pleasant servings and joyful memories (Gabriel, 2015; Kawasaki & Shimomura, 2015; Kringelbach, 2015). Implications and Suggestions The theoretical contribution of this study lies in the re-examination experiential marketing to consumer of the appropriateness of the layers of senses, feelings, thoughts, actions and relations. The research results show that customers place the emphasis on the sensory and spiritual layers and often ignore the connections with thoughts, actions and relations, which are in line with the findings of Liu and Jang (2009), and Chen, Liu and Chang (2013). In other words, customers make their decisions based on convenience and familiarity rather than values as decisive factors of consumer behaviors. This study also supports that even consumers anticipate case restaurant making improvements but before having any progress being seen they will still make visits because of the convenience and familiarity of the restaurant. During the case interview we discovered that high rate of loyalty is merely due to familiarity induced trustiness. However, we strongly suggest restaurant make corrective plans before losing loyal customers and the accumulation of negative feedback could damage the chance to attract potential populations and lead to serious consequences. In addition, in terms of the contribution in actual practice, this study is in line with Wang and Tseng (2014) who stated that customers are sensitive and straightforward about their senses of the savories and taste of the dishes (Gabriel, 2015; Kawasaki & Shimomura, 2015). However, in addition to the changes and choices of dishes, the decoration of the restaurant should be enhanced and appropriate equipment be maintained to match basic requirement of consumers. customers background and their dining purpose would be so critical for exquisite restaurants (Kringelbach, 2015). For business socialize activity, 60 The Journal of Human Resource and Adult Learning, Vol. 11, Num. 2, December, 2015
5 restaurant should place the importance on ambience building, lobby decorations and hardware installations. When it comes to family gathering, restaurant should make efforts on providing delicacies, quality of service to come up with great memories. In this study, the exquisite restaurants are categorized for the which that serve delicacies and attract customers by their plating, and we define fine cutting techniques is not by how well restaurant can sculpt characters or animals. what we really meant is via knife cutting, whether the angle, the thickness, and the shape are precise and thru out means of cooking skills and temperature dishes are able to reach the level of deliciousness (Gabriel, 2015; Kawasaki & Shimomura, 2015; Kringelbach, 2015). Subsequent researches can cite the five constructs of experiential marketing so as to verify the compatibility of restaurants of different sizes and different dates. Researches can also testify the influence of price, the mediating variable or moderator, on the selection process of exquisite restaurants by customers on different dates. Besides, how do consumers visual, hearing, and smelling senses, as well as their tastes and psychological feelings impact their value on rating the dining memories is also considered a critical dimension for further discussion. ACKNOWLEDGEMENT The authors would like to thank the government of Taiwan for financially supporting this research under Contract No. MOST S MY2. Also, the authors are grateful to the reviewers and the editor for their constructive comments and assistance in revising and polishing this article. REFERENCES Chen, K. H., Liu, H. H., & Chang, F. S. (2013). Essential customer service factors and the segmentation of older visitors within wellness tourism based on hot spring hotels. International Journal of Hospitality Management, 35, Gabriel, S. (2015). Taste receptors in the gastrointestinal system. Flavour, 4(14), 1-4. Kawasaki, H., & Shimomura, K. (2015). Temporal design of taste and flavor: practical collaboration between chef and scientist. Flavour, 4:12. doi: / Kringelbach, M. L. (2015). The pleasure of food: underlying brain mechanisms of eating and other pleasures. Flavour, 4(20), Lin, Z.P., Wang, R., Tseng, M.L. (2009). Determination of a Cause and Effect Decision Making Model for Leisure Farms Service Quality in Taiwan. WASEA transactions on business and economics, 6, 2, Liu, Y., & Jang, S. (2009). The effects of dining atmospherics: an extended Mehrabian-Russell model. International Journal of Hospitality Management, 28(4), Martilla, J. A., & James, J. C. (1977). Importance performance analysis, Journal of Marketing, 41(1), Pham, T.H., & Huang, Y.Y. (2015). The Impact of Experiential Marketing on Customer s Experiential Value and Satisfaction: An Empirical Study in Vietnam Hotel Sector. Tourism Bureau, M.O.T.C. (2014). Information system, Retrieved 2015, Wang, R. & Tseng, M.L. (2011). Evaluation of International Student Satisfaction using Fuzzy Importance-Performance Analysis. Procedia - Social and Behavioral Sciences, 25, Wang, R. & Tseng, M.L. (2014). Factors affecting Cuisine Quality: Duo-theme DEMATEL Method. Mitteilungen Klosterneuburg, 64(4), (Apr.-May, 2014, part 2 section 1), Wang, R. (2015). On Culinary Teaching Steps from the Perspective of Problem-Based Learning. The Journal of International Management Studies, 10(2), Wu, H.H., & Shieh, J.I. (2009). The development of a confidence interval-based importance-performance analysis by considering variability in analyzing service quality, Expert Systems with Applications, 36(3), The Journal of Human Resource and Adult Learning, Vol. 11, Num. 2, December,
Exploration of the Critical Factors of Spa Tourism in Taiwan
International Journal of Science, Technology and Society 2018; 6(2): 47-51 http://www.sciencepublishinggroup.com/j/ijsts doi: 10.11648/j.ijsts.20180602.14 ISSN: 2330-7412 (Print); ISSN: 2330-7420 (Online)
More informationSpa Service Quality: The Case of the Andaman Tourism Cluster (Phuket, Phang Nga and Krabi), Thailand
Journal of Tourism, Hospitality & Culinary Arts Vol. 3 Issue 2, 69-79, 2011 Spa Service Quality: The Case of the Andaman Tourism Cluster (Phuket, Phang Nga and Krabi), Thailand Ratthasak Boonyarit and
More informationThe Importance-Performance Analysis: an Evaluation of Tourist Satisfaction with the Destination Attributes
The Importance-Performance Analysis: an Evaluation of Tourist Satisfaction with the Destination Attributes by Maria Johann, Ph.D. Warsaw School of Economics mjohan@sgh.waw.pl Abstract. The paper presents
More informationRESEARCH ON DECISION MAKING REGARDING HIGH-BUSINESS-STRATEGY CAFÉ MENU SELECTION
RESEARCH ON DECISION MAKING REGARDING HIGH-BUSINESS-STRATEGY CAFÉ MENU SELECTION Cheng-I Hou 1, Han-Chen Huang 2*, Yao-Hsu Tsai 3, Chih-Yao Lo 4 1 Department of Leisure Management, Yu Da University of
More informationDIAGNOSING FACTORS INFLUENCING CUSTOMERS PATRONIZING IN QUICK-CASUAL RESTAURANT
e-issn : 2347-9671 p- ISSN : 2349-0187 Impact Factor : 0.998 www. epratrust.com November 2014 Vol - 2 Issue- 11 DIAGNOSING FACTORS INFLUENCING CUSTOMERS PATRONIZING IN QUICK-CASUAL RESTAURANT Nor Azureen
More informationImportance-Performance Analysis of Attractiveness Assessment for Festival: A Case of Sobaeksan Royal Azalea Festival
Indian Journal of Science and Technology, Vol 8(18), DOI: 10.1785/ijst/015/v8i18/8397, August 015 ISSN (Print) : 097-686 ISSN (Online) : 097-565 Importance-Performance Analysis of Attractiveness Assessment
More informationTHE EFFECTS OF DINING ATMOSPHERICS ON BEHAVIORAL INTENTIOS THROUGH SERVICE QUALITY AND FOOD QUALITY IN GOJUMONG RESTAURANT SURABAYA
THE EFFECTS OF DINING ATMOSPHERICS ON BEHAVIORAL INTENTIOS THROUGH SERVICE QUALITY AND FOOD QUALITY IN GOJUMONG RESTAURANT SURABAYA Shelli Rustam Moidady Management Major/Faculty of Business and Economics
More informationService Quality Assessment in Hospitality Industry: A Focus on Restaurant Services in Chittagong
International Academic Research Journal of Business and Management Vol No.7, Issue No 2, June 2018, Page no. 25-35 ISSN Number: 2227-1287(Print) Service Quality Assessment in Hospitality Industry: A Focus
More informationKarimulla.shaik, Research Scholar, Department Of Commerce And Business Administration Acharya Nagarjuna University, Nagarjunanagar, Guntur
International Journal of Human Resource & Industrial Research, Vol.2, Issue 2, Feb-2015, pp 09-16 ISSN: 2349 3593 (Online), ISSN: 2349 4816 (Print) A STUDY ON CONTRIBUTION OF HUMAN RESOURCE MANAGEMENT
More informationThe Discriminant Effect of Perceived Value on Travel Intention: Visitor vs. on-visitors
University of Massachusetts Amherst ScholarWorks@UMass Amherst Travel and Tourism Research Association: Advancing Tourism Research Globally 2010 ttra International Conference The Discriminant Effect of
More informationHow to Get More Value from Your Survey Data
Technical report How to Get More Value from Your Survey Data Discover four advanced analysis techniques that make survey research more effective Table of contents Introduction..............................................................3
More informationLEAN FOOD & BEVERAGE (F&B)
LEAN FOOD & BEVERAGE (F&B) www.fourprinciples.com BACKGROUND Modern life is frenetic, more and more people grab a quick bite during their lunch break and are too tired to cook at the end of a working day,
More informationFinancial Performance Evaluation of Grid Enterprises Based on IPA Model -- Taking XX Power Supply Bureau as an Example
Financial Performance Evaluation of Grid Enterprises Based on IPA Model -- Taking XX Power Supply Bureau as an Example Junda Yang Finance of International Business School, Jinan University, China Yun Xia
More informationDOES RESTAURANT PERFORMANCE MEET CUSTOMERS EXPECTATIONS? AN ASSESSMENT OF RESTAURANT SERVICE QUALITY USING A MODIFIED DINESERV APPROACH
DOES RESTAURANT PERFORMANCE MEET CUSTOMERS EXPECTATIONS? AN ASSESSMENT OF RESTAURANT SERVICE QUALITY USING A MODIFIED DINESERV APPROACH Suzana Marković Sanja Raspor Klaudio Šegarić UDC 640.432:658.56](497.5)
More informationMANAGEMENT COMPETENCIES FOR CREATING EFFECTIVE STRATEGIES AND CONTROL AS FACTORS FOR THE DEVELOPMENT OF HOTEL MANAGEMENT IN PEJA MINICIPILATY
ST. KLIMENT OHRIDSKI UNIVERSITY BITOLA FACULTY OF TOURISM AND HOSPITALITY OHRID MANAGEMENT COMPETENCIES FOR CREATING EFFECTIVE STRATEGIES AND CONTROL AS FACTORS FOR THE DEVELOPMENT OF HOTEL MANAGEMENT
More informationOUR BRAND TOUCHING LIVES ONE BREADSTICK AT A TIME. To serve America premium quality Italian food, fast, fresh & friendly.
OUR BRAND TOUCHING LIVES ONE BREADSTICK AT A TIME Fazoli s offers a vast menu of traditional Italian favorites headlined by our worldfamous, mouthwatering breadsticks. But after nearly 30 years as a leader
More informationNupur Golani 1, Ankit Manglik 2, Prof. Sanjay Pawar 3 1,2,3 Symbiosis International University. IJRASET: All Rights are Reserved
Factors Influencing Customer Satisfaction & Customer Delight in Fine Dining Restaurants Nupur Golani 1, Ankit Manglik 2, Prof. Sanjay Pawar 3 1,2,3 Symbiosis International University Abstract: Motivation
More informationDEVELOPMENT OF SEAFOOD THAI CUISINE SERVICING STRATEGY IN THE LEGENDARY OF THAI CUISINE AS TOURIST DESTINATION
DEVELOPMENT OF SEAFOOD THAI CUISINE SERVICING STRATEGY IN THE LEGENDARY OF THAI CUISINE AS TOURIST DESTINATION by Thitinan Chankoson Faculty of Management Science, Valaya Alongkorn Rajabhat University
More informationThe Research of Internet Information Services on the Impact of Tourism Decision-Making
Send Orders for Reprints to reprints@benthamscience.ae 84 The Open Cybernetics & Systemics Journal, 25,, 84-845 Open Access The Research of Internet Information Services on the Impact of Tourism Decision-Making
More informationin Chengdu Shuyi Zheng 1* Shuyi Zheng, Northeast Petroleum University, Daqing, , China
Original Paper World Journal of Social Science Research ISSN 2375-9747 (Print) ISSN 2332-5534 (Online) Vol. 5, No. 1, 2018 www.scholink.org/ojs/index.php/wjssr The Status Quo and Improvement Measures of
More informationA Study On Experiential Marketing With Reference To Mega Malls In Chennai
A Study On Experiential Marketing With Reference To Mega Malls In Chennai Ms.S.Suchitra, Mba., Msc., M.Phil., Assistant Professor, Department Of Management Studies, Muthayammal Engineering College Rasipuram
More informationService Quality in Restaurants: a case study in a Portuguese resort
Service Quality in Restaurants: a case study in a Portuguese resort Vera Patrício 1, Rogério Puga Leal 2 and Zulema Lopes Pereira 2 1 Rua Nova da Vila 2, 8500-059 ALVOR, Portugal 2 Department of Mechanical
More informationHERITAGE, ACCOMMODATION, RESTAURANTS AND TRANSPORT AS MOTIVATORS FOR CULTURAL TOURISM
HERITAGE, ACCOMMODATION, RESTAURANTS AND TRANSPORT AS MOTIVATORS FOR CULTURAL TOURISM Sofia University "St. Kliment Ohridski" Department of Geography of Tourism Sofia, Bulgaria epetkova@hotmail.com ABSTRACT
More informationExploring the Relationships between Contemporary Career Orientations and Atypical Employment
DOI: 10.7763/IPEDR. 2014. V71. 2 Exploring the Relationships between Contemporary Career Orientations and Atypical Employment Chia-Chi Chang 1, Chen-Fen Huang 2, and Jia-Chung Hsieh 1 1 Master Program
More informationCHAPTER 3 RESEARCH METHODOLOGY. This chapter describes the methodology of the study. The research hypotheses are first
CHAPTER 3 RESEARCH METHODOLOGY 3.1 INTRODUCTION This chapter describes the methodology of the study. The research hypotheses are first presented, followed by the measurement of constructs, questionnaire
More informationAbstract. Keywords. 1. Introduction. Yashu Wu
Open Journal of Business and Management, 2018, 6, 478-487 http://www.scirp.org/journal/ojbm ISSN Online: 2329-3292 ISSN Print: 2329-3284 The Influence of Paternalistic Leadership on the Creative Behavior
More informationPrinciples of customer service in hospitality, leisure, travel and tourism
Unit 292 Principles of customer service in hospitality, leisure, travel and tourism QCF Level 2 Credit value 1 UAN T/600/1059 NOS N/A Unit aim and purpose To meet the requirements of the Hospitality, Leisure,
More informationResearch on First-Class Financial Management of Power Grid Enterprises Based on IPA: Taking XX Power Supply Bureau as an Example
Journal of Management and Sustainability; Vol. 8, No. 4; 2018 ISSN 1925-4725 E-ISSN 1925-4733 Published by Canadian Center of Science and Education Research on First-Class Financial Management of Power
More informationResearch on Employee Engagement Degree in IT Industry
2017 2 nd International Conference on Education, Management and Systems Engineering (EMSE 2017) ISBN: 978-1-60595-466-0 Research on Employee Engagement Degree in IT Industry Jian-dong ZHANG, Ya-ru GUAN
More informationExplore the Local Characteristics of Commodity Analysis from the Point of View of Emotional Design
Explore the Local Characteristics of Commodity Analysis from the Point of View of Emotional Design Wei-Han Chen 1, Yi-yu Li 2 aska199@yahoo.com.tw 1 julia0113@mail.tcmt.edu.tw 2 Abstract. : In order to
More informationSensory Stimuli 1. Dissertation: SENSORY STIMULI IN MARKETING Number of page: 5. Academic level: Doctoral. Number of sources: 10
Sensory Stimuli 1 Dissertation: SENSORY STIMULI IN MARKETING Number of page: 5 Urgency: 3 days Academic level: Doctoral Style: Harvard Number of sources: 10 Sensory Stimuli 2 Introduction In the recent
More informationAn Analysis of Freshmen Students Motivation to Eat at On-Campus Dining Facilities
An Analysis of Freshmen Students Motivation to Eat at On-Campus Dining Facilities Eun-Kyong (Cindy) Choi Nutrition, Hospitality, and Retailing Department Texas Tech University Amanda Wilson Sam's club
More informationEffect of Jit and Tqm Strategies on Service Quality and Brand Loyalty
Effect of Jit and Tqm Strategies on Service Quality and Brand Loyalty Tungsheng Kuo 1, Chun Hsiung Lan 2, Shuhui Chen 3, Shih Hsien Lin 4 1 Department of Business Administration, Nanhua University, Chiayi,
More informationStudy of consumers satisfaction and demand for fast food chains: The case of Pizza Hut in Mongolia
Invention Journal of Research Technology in Engineering & Management (IJRTEM) ISSN: 2455-3689 www.ijrtem.com Volume 2 Issue 12 ǁ December 2018 ǁ PP 05-12 Study of consumers satisfaction and demand for
More informationA Study on the Purchasing Behaviour of Male and Female Consumers in Kannur District Mrs.Greeshma A, M.Com, NET,
A Study on the Purchasing Behaviour of Male and Female Consumers in Kannur District Mrs.Greeshma A, M.Com, NET, Assistant professor, Mahatma Gandhi College, Kannur university-kerala. ABSTRACT: The modern
More informationRECONFIGURING STRATEGY POLICY PORTFOLIOS FOR TAIWAN S TOURISM INDUSTRY DEVELOPMENT WITH A NOVEL MODEL APPLICATION
RECONFIGURING STRATEGY POLICY PORTFOLIOS FOR TAIWAN S TOURISM INDUSTRY DEVELOPMENT WITH A NOVEL MODEL APPLICATION by Horng, Jeou-Shyan De Lin Institute of Technology, Taipei, Taiwan E-mail: t10004@ntnu.edu.tw
More informationEUROPEAN RETAIL RESEARCH Vol. 26, Issue II, 2012, pp
An Empirical Study of Store Environment Influence on Consumer Multi- Perceived Values toward Patronage Intentions Tsuen-Ho Hsu, Yen-Ting Helena Chiu and Yi-Jung Lee Abstract Consumers seek not only the
More informationEffect of Website Features on Online Relationship Marketing in Digikala Online Store (Provider of Digital Products and Home Appliances)
Effect of Website Features on Online Relationship Marketing in Digikala Online Store (Provider of Digital Products and Home Appliances) Mohammad Larti M.A. Student Business Management, International Business
More informationService Quality Measurement and Improvement for Restaurant X Using Dineserv
Service Quality Measurement and Improvement for Restaurant X Using Dineserv Alfian 1,a, Henry Susanto 1,b, and Yogi Yusuf Wibisono 1,c 1 Department of Industrial Engineering, Faculty of Industrial Technology,
More informationCHAPTER I INTRODUCTION. Tourism is one of the largest industries worldwide. This industry could give
CHAPTER I INTRODUCTION 1.1.Background Tourism is one of the largest industries worldwide. This industry could give multiplier effects in one country. For several countries, tourism has become the main
More informationModel Research on the Factors Affecting Tourist Satisfaction of Wellness Tourism Products Based on IPA Model
Abstract Model Research on the Factors Affecting Tourist Satisfaction of Wellness Tourism Products Based on IPA Model Yongcheng Wu School of Management, Suzhou University, Suzhou 234000, China The economic
More informationCOMMONWEALTH JOURNAL OF COMMERCE & MANAGEMENT RESEARCH
SUSTAINABLE PRACTICES IN HOTEL INDUSTRY: AN EMPIRICAL STUDY OF UDAIPUR Dr. DHARMESH MOTWANI Associate Professor, Dept. of Management Studies, Geetanjali Institute of Technical Studies, Udaipur Dr. DEVENDRA
More informationTHE CREATION OF VISITOR SATISFACTION THROUGH QUALITY OF EXPERIENCE IN THE GASTRONOMIC TOURISM AT THE CITY OF BANDUNG, INDONESIA
THE CREATION OF VISITOR SATISFACTION THROUGH QUALITY OF EXPERIENCE IN THE GASTRONOMIC TOURISM AT THE CITY OF BANDUNG, INDONESIA Vany Octaviany, Ersy Ervina. Telkom University vany@tass.telkomuniversity.ac.id,
More informationResearch on the Cross-cultural Marketing Strategy of China s Tourism Enterprises *
Available online at www.sciencedirect.com Procedia Environmental Sciences 12 (2012 ) 1110 1115 2011 International Conference on Environmental Science and Engineering (ICESE 2011) Research on the Cross-cultural
More informationInternational Journal of Innovative Research and Advanced Studies (IJIRAS) Volume 4 Issue 8, August 2017 ISSN:
The Influence Of Convenience Of Access On The Perceived Effectiveness Of E-Service Delivery Strategy By The National Transport And Safety Authority In Kenya Kibogong K. Duncan Jomo Kenyatta University
More informationChapter 6: Conclusions, Implications,
Chapter 6: Conclusions, Implications, Limitations and Scope for Future Research 6.1. Identifying Factors of Service Quality Attributes in Organised Retail Setting 6.2 Relationship Between Service Quality
More informationHOW TO SAY SORRY: INCREASING REVISIT INTENTION THROUGH EFFECTIVE SERVICE RECOVERY IN THEME PARKS
SOCIAL BEHAVIOR AND PERSONALITY, 2010, 38(4), 509-514 Society for Personality Research (Inc.) DOI 10.2224/sbp.2010.38.4.509 HOW TO SAY SORRY: INCREASING REVISIT INTENTION THROUGH EFFECTIVE SERVICE RECOVERY
More informationResearch on Current Situation, Problems and Countermeasures of City Marketing of China
2018 7th International Conference on Social Science, Education and Humanities Research (SSEHR 2018) Research on Current Situation, Problems and Countermeasures of City Marketing of China Wang Shuie Xijing
More informationการประช มว ชาการเสนอผลงานว จ ยระด บชาต และนานาชาต คร งท 8 Research 4.0 Innovation and Development SSRU s 80 th Anniversary
The Impact of Brand Image and Customer Value Upon the Buying Decisions and Brand Loyalty of Hotels in the Thai Tourist Industry: A Case Study of the Purchasing Decisions of Gay Men in Thailand Metropolitan
More information1. Introduction. Mohamad A. Hemdi 1, Mohd Hafiz Hanafiah 1 and Kitima Tamalee 2
DOI: 10.7763/IPEDR. 2013. V67. 1 The Mediation Effect of Psychological Contract Fulfillment on Discretionary Human Resource Practices and Organizational Citizenship Behaviors of Hotel Employees Mohamad
More informationDiscovering culinary competency: An innovative approach
Vol. 9, No. 1. ISSN: 1473-8376 www.heacademy.ac.uk/johlste PRACTICE PAPER Discovering culinary competency: An innovative approach Meng-Lei Hu (e5267@ms25.hinet.net) Department of Food and Beverage Management,
More informationMarketing Factors Affecting Customer Satisfaction At Pirate Chambre Restaurant, Bangkok
ISBN 978-93-84422-80-6 9th International Conference on Arts, Film Studies, Social Sciences and Humanities (AFSSH-17) Pattaya (Thailand) Dec. 27-28, 2017 Marketing Factors Affecting Customer Satisfaction
More informationFactors Affecting Purchase Decisions for Booking Accommodations Online
Factors Affecting Purchase Decisions for Booking Accommodations Online Chollada Mongkhonvanit a a Assistant Professor of Tourism and Hospitality Industry, Siam University, 38 Petkasem Road, Phasicharoeu,
More informationGyeong-Seok Byun Korea Institute of Civil Engineering and Building Technology (KICT) Corresponding Author Gyeong-Seok Byun
International Journal Of Engineering Research And Development e- ISSN: 2278-067X, p-issn: 2278-800X, www.ijerd.com Volume 14, Issue 7 (July Ver. I 2018), PP.78-84 Information Provision Service Improvement
More informationA Study of Key Success Factors when Applying E-commerce to the Travel Industry
International Journal of Business and Social Science Vol. 3 No. 8 [Special Issue - April 2012] A Study of Key Success Factors when Applying E-commerce to the Travel Industry Yang, Dong-Jenn Associate Professor
More informationAn Indian Journal FULL PAPER ABSTRACT KEYWORDS. Trade Science Inc. Research of sales process improvement based on customer satisfaction
[Type text] [Type text] [Type text] ISSN : 0974-7435 Volume 10 Issue 15 BioTechnology 2014 An Indian Journal FULL PAPER BTAIJ, 10(15), 2014 [8544-8549] Research of sales process improvement based on customer
More informationBA (HONS) HOSPITALITY AND HOTEL ADMINISTRATION
BA (HONS) HOSPITALITY AND HOTEL ADMINISTRATION The trend towards globalization and a steady growth in international tourism has led to an increase level of activity in both, the business and the leisure
More informationYOUR FREE DATASSENTIAL TREND REPORT
FOODBYTES MAY 2016 ISSUE 29 YOUR FREE DATASSENTIAL TREND REPORT PUT YOUR FINGER ON THE PULSE AND START STRATEGIZING GO INSIDE DATASSENTIAL S BRAND NEW 2016 PULSE REPORT ANALYZING FIFTEEN INDUSTRY SEGMENTS
More informationWhy Consumers Go to All-You-Can-Eat Buffets?
Journal of Business & Economic Policy Vol. 4, No. 4, December 2017 Why Consumers Go to All-You-Can-Eat Buffets? Ya-Hui Wang Associate Professor Li-Hui Lin Undergraduate Student Department of Business Administration
More informationE- Learning Course Descriptions
E- Learning Course Descriptions FINANCE & ACCOUNTING Accounting for Club Operations#366 As its name suggests, this accounting course focuses on the unique issues involved in accounting for a private club.
More informationPerformance Measurement and Benchmarking of Large-Scale Tourist Hotels
International Journal of Business and Economics Research 2018; 7(4): 97-101 http://www.sciencepublishinggroup.com//iber doi: 10.11648/.iber.20180704.13 ISSN: 2328-7543 (Print); ISSN: 2328-756X (Online)
More informationReview Article Development of innovation products by using Kano model
Review Article Development of innovation products by using Kano model Eini Inha & Sofia Bohlin School of Business and Engineering Halmstad University Sweden Abstract The aim of this review is to provide
More informationWELLNESS EXPERIENCED WellHotel. All Rights Reserved. WELLHOTEL DELIVER WELLNESS
WELLNESS EXPERIENCED Global Healthcare Resources Global Healthcare Resources (GHR) is a solutions firm of international experts providing consulting to organizations and government bodies seeking strategy,
More informationMARKETING COMMUNICATION PROBLEMS ILLUSTRATED WITH AN EXAMPLE OF AGRICULTURAL TRADE SHOWS AND EXHIBITIONS
DOI: 0.7626/dBEM.ICoM.P00.205.p094 MARKETING COMMUNICATION PROBLEMS ILLUSTRATED WITH AN EXAMPLE OF AGRICULTURAL TRADE SHOWS AND EXHIBITIONS Magdalena RZEMIENIAK Lublin University of Technology, Lublin,
More informationSEGMENTATION BENEFITS OF SEGMENTATION
SEGMENTATION BENEFITS OF SEGMENTATION Segmentation is an analytical process that identifies key segments within a target market and determines which segments are of higher or lower priority for a brand.
More informationPresentation for Fostering integrated economic development through the sustainable use of natural resources and greening of value chains April 2017
Food and tourism strategies and capacity building in a rural development context Anne-Mette Hjalager University of Southern Denmark and Advance/1 hjalager@sam.sdu.dk Presentation for Fostering integrated
More informationTraining & Coaching Management Program
Training & Coaching Management Program By Hoteliers Inspiration Bringing Hospitality to a New Dimension What Is Quick Learning? We offer flexible days of learning that encompass up to 10 interactive, 90-minute
More informationConsumer Audit Report
Consumer Audit Report Dan Hoff The brand/business that I am choosing to audit for this report is Express. They are a midto-high priced clothing store. They specialize in lavish clothes like dress shirts,
More informationAPPLICATION OF THE PSYCHOLOGICAL CONTINUUM MODEL TO UNDERSTAND CUSTOMERS INVOLVEMENT AND SATISFACTION IN A FITNESS CENTER
APPLICATION OF THE PSYCHOLOGICAL CONTINUUM MODEL TO UNDERSTAND CUSTOMERS INVOLVEMENT AND SATISFACTION IN A FITNESS CENTER Jacklyn Joseph, Aminuddin Yusof *, and Soh Kim Geok Department of Sport Studies,
More informationISSN: Vol. 3, Issue.1
OTTOMAN:Journal of Tourism&Management Research 187 ISSN:2149-6528 Journal of Tourism and Management Research ISSN: 2149-6528 2018 Vol. 3, Issue.1 Investigating the Relationship Between Values, Satisfaction
More informationThe Scorecard: Misunderstood and Misused
Of all the steps in the category management seven-step process, I believe that the scorecarding step is the most misunderstood and misused. That is because the scorecard step is the linchpin of category
More informationCharacteristics of food consumers in Western Balkans countries, Results of a Quantitative Survey in six WBCs
FOCUS-BALKANS project 4 th Newsletter Characteristics of food consumers in Western Balkans countries, Results of a Quantitative Survey in six WBCs Why conducting a Quantitative Survey as part of the FOCUS-BALKANS
More information2015 Hospitality Consumer Report. Get ahead of the biggest trends in the lodging and dining industries
2015 Hospitality Consumer Report Get ahead of the biggest trends in the lodging and dining industries Welcome to Our 2015 Hospitality Consumer Report If you ve got customers or guests, it s likely you
More informationIMPACT OF SEPTEMBER 11, 2001 ON CONSUMER SPENDING: A LOOK AT HOLIDAY SPENDING
IMPACT OF SEPTEMBER 11, 2001 ON CONSUMER SPENDING: A LOOK AT HOLIDAY SPENDING A Survey Conducted by the Service Management Program University of Tennessee Nancy B. Fair, Ann E. Fairhurst and Carol A. Costello
More informationUniversal Truth: Scenario. Market Issues in CRET. Repeat Visitor Concept. Market Issues. Market Research. Market Research
Universal Truth: Scenario Market Issues in CRET Pfister & Tierney, Chap 5 & 6, p. 87-132 In a CRET enterprise, you need to know your customer if you intend to be successful! If you don t know what it takes
More informationJob Satisfaction of Knowledge Workers in Croatian Companies
Job Satisfaction of Knowledge Workers in Croatian Companies Danica Bakotić, Ph. D., University of Split, Faculty of Economics, Croatia ABSTRACT This paper deals with two important topics for every organization:
More informationManagement Science Letters
Management Science Letters 2 (2012) 763 768 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl Effective factors on bank resource mobilization Jafar
More informationThe Relevance and Value of Music Festivals as Relational Goods in SIDS
University of Massachusetts Amherst ScholarWorks@UMass Amherst Tourism Travel and Research Association: Advancing Tourism Research Globally 2012 ttra International Conference The Relevance and Value of
More informationConsumer Travel Insights by STR. Perceptions of Destinations
Consumer Travel Insights by STR Perceptions of Destinations Introduction Seeing new places, having original and authentic experiences, and simply relaxing, were identified as key factors influencing the
More informationDouliu City, Yunlin County 640, Taiwan. Rd., Taitung, Taiwan. ABSTRACT INTRODUCTION LITERATURE REFERENCES
Analysis on Online Word-of-Mouth of Customer Satisfaction in Cultural and Creative Industries of Taiwan-Using Cultural Heritage Application and Performance Facilities as Examples Li-Fen Tsai 1, Jing-Chi
More informationSPONSORSHIP & PARTNERING INVITATION: April 9 11, 2018 The Fairmont San Francisco
SPONSORSHIP & PARTNERING INVITATION: April 9 11, 2018 The Fairmont San Francisco Canada s Media Marketplace (CMM) is Destination Canada s signature US event where Canada s top story tellers are partnered
More informationInteraction of Service Attributes on Customer Satisfaction
Dissatisfied Satisfied 1 TONTINI, G.. Interaction of Service Attributes on Customer Satisfaction. In: 2011 IEEE International Conference on Quality and Reliability, 2011, Bangkok. Proceedings of..., 2011.
More informationNBR E-JOURNAL, Volume 1, Issue 1 (Jan-Dec 2015) ISSN EVALUATION OF TRAINING AND DEVELOPMENT FOR ORGANIZATIONAL COMPETITIVENESS
EVALUATION OF TRAINING AND DEVELOPMENT FOR ORGANIZATIONAL COMPETITIVENESS Ravindra Dey Professor and Head of Organizational Behaviors, Xavier Institute of Management and Research, Mumbai Human Resource
More informationConcerns of Integrated Resort Customers: Content Analysis of Reviews on TripAdvisor
Concerns of Integrated Resort Customers: Content Analysis of Reviews on TripAdvisor Yongshi Huang a, Lawrence Hoc Nang Fong a, and Rob Law b a Faculty of Business Administration University of Macau, Macau
More informationCustomer Satisfaction in Restaurant Services
Customer Satisfaction in Restaurant Services Case- Friends and Burgers Navaraj Budhathoki Bachelor s Thesis Degree Programme in International Sales and Marketing 2018 Abstract Date Author(s) Date : 18.03.2018
More informationLEADERSHIP & MOTIVATION
A-PDF Watermark DEMO: Purchase from www.a-pdf.com to remove the watermark LEADERSHIP & MOTIVATION KEY CONCEPTS: Autocratic / authoritarian leader: A leader who makes all the decisions and then informs
More informationKotler, P., Bowen, J. T., & Makens, J. C. (2014). Marketing for hospitality and tourism (6th ed.). Upper Saddle River, NJ: Prentice Hall.
BHM 4680, Marketing for Hospitality and Tourism Course Syllabus Course Description A study of marketing as one of the most exciting and complex functions of a hospitality and tourism manager. Combines
More informationApplication of Kano Model to Discuss Tourist Demands on Service Quality in Recreational Travel
IJCSNS International Journal of Computer Science and Network Security, VOL.11 No.3, March 2011 249 Application of Kano Model to Discuss Tourist Demands on Service Quality in Recreational Travel Li-Fen
More informationA STUDY ON FACTORS THAT DRIVE SATISFACTION AMONG ORGANIZATIONAL USERS OF WATER TREATMENT PLANT
Volume 6, Issue 10 (October, 2017) UGC APPROVED Online ISSN-2277-1166 Published by: Abhinav Publication Abhinav National Monthly Refereed Journal of Research in A STUDY ON FACTORS THAT DRIVE SATISFACTION
More informationDegree of Islamic culture adoption in Malaysian SME hospitality industries
Current Issues in Tourism ISSN: 1368-3500 (Print) 1747-7603 (Online) Journal homepage: http://www.tandfonline.com/loi/rcit20 Degree of Islamic culture adoption in Malaysian SME hospitality industries Rusnah
More informationA STUDY ON TRUST, BRAND IMAGE, EXPERIENTIAL MARKETING AND CUSTOMER LOYALTY
A STUDY ON TRUST, BRAND IMAGE, EXPERIENTIAL MARKETING AND CUSTOMER LOYALTY Tung-Lai Hu Dept. of Business Management, National Taipei University of Technology, No. 1, Sec. 3, Zhong-Xiao E. Rd., Taipei,
More informationInternational Journal of Research and Review E-ISSN: ; P-ISSN:
International Journal of Research and Review www.gkpublication.in E-ISSN: 2349-9788; P-ISSN: 2454-2237 Original Research Article Performance of State Tourism Hotels in Contradiction of Customer Anticipations
More informationMeasuring Service Quality of the Leisure Winery Industry:A Taiwan Based Study 李瑾玲觀光與休閒事業管理系. Abstract
Measuring Service Quality of the Leisure Winery Industry:A Taiwan Based Study Abstract 李瑾玲觀光與休閒事業管理系 In the recent years, the Taiwanese farmers have been looking for ways to transform their agriculture
More informationElectrolux Professional Servery Line The Servery space. Collection for the food delivery area
Electrolux Professional Servery Line The Servery space Collection for the food delivery area Electrolux Professional The Servery space 2 A space to feel good Turn your needs into a bespoke design, make
More informationResearch of Tourism and Cultural Marketing Operation Model Jinghui Qu1, a *
6th International Conference on Electronic, Mechanical, Information and Management (EMIM 2016) Research of Tourism and Cultural Operation Model Jinghui Qu1, a * 1 School of Management, Liaoning Institute
More informationE-SERVICE QUALITY EXPERIENCE AND CUSTOMER LOYALTY: AN EMPHASIS OF THE NIGERIA AIRLINE OPERATORS
European Journal of Business and Social Sciences, Vol. 1, No. 9, pp 118-125, December 2012. URL: http://www.ejbss.com/recent.aspx ISSN: 2235-767X E-SERVICE QUALITY EXPERIENCE AND CUSTOMER LOYALTY: AN EMPHASIS
More informationPreparing for Career Success in Hospitality and Tourism
CAREER CLUSTERS FOCUSING Preparing for Career Success in Hospitality and Tourism Career Clusters Prepare All Students for College, Technical Training and Careers Career Clusters prepare learners of all
More informationTechnology Acceptance Analysis of Local Government Tourism Website
African Journal of Business Management Vol. 6(49), pp. 11891-11895, 12 December, 2012 Available online at http://www.academicjournals.org/ajbm DOI: 10.5897/AJBM10.1590 ISSN 1993-8233 2012 Academic Journals
More informationCOURSE CATALOG
2016 2017 COURSE CATALOG Center for Professional Development PROGRAMS Beyond Customer Service: Gracious Hospitality Best Practices 2 Cultivating Change 4 Storytelling as a Business Strategy 6 Employee
More informationAlmaTourism N. 14, 2016: Albattat R. A., Amer H., Backpackers Expectation and Satisfaction towards Budget Hotel: a Case Study in Penang
AlmaTourism Journal of Tourism, Culture and Territorial Development Backpackers Expectation and Satisfaction towards Budget Hotel: a Case Study in Penang Albattat, A.R. * Amer, H. Management and Science
More information