Search results

This study conceptualizes commercial hospitality in the form of a conceptual framework, which it operationalizes by means of a questionnaire. A survey using this questionnaire was conducted in Switzerland and Thailand in order to investigate tourists’ levels of satisfaction with commercial hospitality in Switzerland and Thailand and to assess the conceptual framework. The questionnaire was filled in by 1001 tourists in both countries, 601 in Switzerland and 400 in Thailand. The results suggest that tourists in Switzerland are more satisfied with the hospitality in the context of tourism service than tourists in Thailand. The results also serve as an indication that the questionnaire used in this study is able to uncover cultural differences in hospitality in a tourism service context. It is assumed that domestic tourists are accustomed to local practices and are therefore more critical in assessing tourism employees’ hospitality skills and behavior.

The world of luxury hospitality is predominately perceived in a positive format; however, what this chapter discusses is the negative side to the luxury hospitality. The chapter critically examines the hotels' role in breaches of human rights and their possible involvement in illegal practices such as human trafficking and modern slavery. It provides an overview of the problem, the key terms and the stages of hotel involvement in this procedure. It examines the underlying reasons for the status quo, including discretion and secrecy accompanying luxury service. It highlights the vulnerability of the luxury sector relating to repercussions in terms of reputation and loss of trust. The chapter further examines the concept of duty of care and the breaches of it in relation to hotel staff. Particularly, it examines the industry-wide problem of alcohol and drug abuse among employees and the possible reasons behind it, followed by possible best practice solutions.

Delivering services that create memorable luxury accommodation experiences rely on frontline staff to engage guests on a sensory level rather than merely a functional one. This engagement includes cognitive, emotional, relational and behavioural. Hospitality and tourism industries are people-orientated – people are needed to serve people in order to create desired experiences – and it is very difficult to create satisfaction or to revisit intention in every interaction that takes place. It is this intangible characteristic of the industries, provisions and tangible cues that play an important part in enhancing the overall luxury accommodation experience. Guests are very clear as to what they expect from luxury accommodation experiences: they feel that they are paying for a service that should be personalised, and that staff should realise what they want and need. The human interaction component and the co-creation that occurs between staff and guests is an essential dimension of the industry. The influence of these interactions on guest experiences and the delivery of services will be explored in this chapter.

In the wake of COVID-19, the cruise industry is experiencing an unprecedented talent management challenge. Extant research suggests a broad range of work values that may attract job candidates to the cruise industry. The purpose of this study is to assess whether there are significant differences in the importance ratings of these work values for the millennials, compared to those of the preceding generation X.

With the support of a leading recruitment agency, the authors obtained responses to an online survey of 1,320 job candidates, of whom 830 were millennials. Using a quantitative approach, the authors asked them to assess the importance of eight work value domains. The authors ranked these domains for the millennials and for generation X and compared mean importance ratings using t-tests.

The results of this study reveal that differences between millennials and generation X in the ranking of the eight work value domains do exist. The authors did not find support for any systematic differences in terms of “extrinsic” versus “intrinsic” work values. However, the results show that the importance of “ego-driven” work values (e.g. support, development, compensation, work–life balance and comfort) is significantly higher for millennials. Conversely, for the more “altruistic” factors, there are no significant differences between the two generations.

Based on a very large sample of job candidates from the cruise industry, the results support the predictions of generational theories. The authors show that differences in work value ratings between generation X and the millennials exist. The authors also provide a novel perspective on the dimensions along which these differences materialize.

在一家领先的招聘机构的支持下, 我们对1320名求职者进行了在线调查, 其中830名是千禧一代。利用定量方法定量评估求职者八个工作价值域的重要性。对千禧一代和X一代的这些领域进行了排名, 并使用t检验重要性评分平均值。

新冠肺炎疫情后, 邮轮行业面临着前所未有的人才管理挑战。现有的研究表明, 广泛的工作价值观可能会吸引求职者进入邮轮行业。本研究的目的是评估千禧一代对这些工作价值的重要性评分与上一代X相比是否存在显著差异。

研究结果显示, 千禧一代和X一代在这八个工作价值领域的排名上确实存在差异。在“外在”和“内在”工作价值方面, 没有任何系统差异的证据支持。然而, 研究结果指出, “自我驱动”的工作价值观（如支持、发展、薪酬、工作与生活的平衡和舒适）对千禧一代的重要性明显更高。相反, 对于更“利他”的因素, 两代人之间没有显著差异。

基于邮轮行业的大量求职者样本, 结果支持代际理论的预测。研究表明, X一代和千禧一代在工作价值评价上存在差异。还提供了一个关于这些差异实现维度的新视角。

Con el apoyo de una importante agencia de contratación, se obtuvieron respuestas a una encuesta online de 1.320 candidatos a un puesto de trabajo, de los cuales 830 eran de la generación del milenio (milenials). A partir de un enfoque cuantitativo, se preguntó que evaluaran la importancia de ocho dimensiones sobre valores laborales. Se clasificaron estas dimensiones para los milenials y para la generación X y se compararon las valoraciones medias de su importancia mediante pruebas t.

A raíz del Covid-19, el sector de los cruceros está experimentando un reto de gestión del talento sin precedentes. La investigación existente sugiere una amplia gama de valores laborales que pueden atraer a los candidatos al sector de los cruceros. El objetivo de esta investigación es evaluar si existen diferencias significativas en las puntuaciones sobre la importancia de estos valores laborales para los millenials, en comparación con los de la generación X precedente.

Nuestros resultados revelan que existen diferencias entre los milenials y la generación X en la clasificación de las ocho dimensiones sobre valores laborales. No se encuentra apoyo para ninguna diferencia sistemática en términos de valores laborales “extrínsecos” frente a “intrínsecos”. Sin embargo, nuestros resultados muestran que la importancia de los valores laborales “impulsados por el ego” (por ejemplo, el apoyo, el desarrollo, la retribución, el equilibrio entre la vida laboral y personal y la comodidad) es significativamente mayor para los milenials. Por el contrario, para los factores más “altruistas” no hay diferencias significativas entre las dos generaciones.

Basándonos en una muestra muy amplia de candidatos a un puesto de trabajo en el sector de los cruceros, nuestros resultados respaldan las predicciones de las teorías generacionales. Se demuestra que existen diferencias en las valoraciones del trabajo entre la generación X y los milenials. También, se aporta una perspectiva novedosa sobre las dimensiones a lo largo de las cuales se materializan estas diferencias.

The Day the World Stopped is a science fiction film that narrates the days of mankind amid an alien invasion headed to avoid the climate change. We made the decision to use a similar title to narrate the facts that precede the outbreak of COVID-19 in Wuhan, China, and its immediate effects on the industry of tourism. Over years, scholars cited John Urry and his insight over the tourist gaze as well as the importance of tourism as a social institution. Of course, Urry never imagined that one day this global world would end. This chapter centers on the needs of discussing the concept of the wicked gaze, which exhibits the end of hospitality, a tendency emerged after 9/11. This chapter punctuates on the decline of hospitality—at least as it was imagined by ancient philosophers—in a way that the tourist gaze sets the pace to a wicked gaze. Whether hospitality and free transit were the foundational values of West, COVID-19, and the resulted state of emergency reveals a new unknown process of feudalization which comes to stay. The chapter is framed based on long-dormant philosophical debates, but given the complexity of this issue, the efforts deserve our attention.

This paper aims to argue that hospitality educators need to develop courses that move away from the somewhat restricted programmes concerned almost exclusively with subjects deemed to be relevant to hospitality management. A more explicit concern with developing students' intellectual abilities will better serve both the industry and them as individuals. Fundamentally engagement with the study of hospitality through an array of science and social science disciplines will secure a more substantial foundation on which to study for hospitality management.

The paper reflects a number of pieces of research into the nature of hospitality management education and dominant learning styles on these programmes. It goes on to argue that programmes need to be designed to extend the curriculum beyond immediate management of hospitality business operations.

The paper argues that program design of hospitality management has tended to be dominated by a kind of tyranny of relevance where content has been almost exclusively focused on preparation for the world of work and careers in the management of hospitality operations. This dominant pragmatic agenda has been further compounded by the predominant activist learning styles of students. Without dismissing the need for programmes to prepare graduates for careers in the industry, it goes on to argue that program content should also aim to prepare participants to be critical thinkers by exposing them to content informed by social science.

The paper advocates streams of study to be built into these programmes informed by social sciences and developing critical thinking.

The paper provides an analytical model to assist program designers and managers in developing participants who are philosophical practitioners.

The paper provides a model for understanding the principles needed to be used in the design of programmes in hospitality

The purpose of this paper is to explore current strands in hospitality management education and research, and suggest that future programs should reflect a more social science informed content.

The paper reviews current research in hospitality management education and in the study of hospitality and hospitableness. It is, therefore, essentially a literature review, but founded on a variety of research insights gained by the author.

Some have argued that the hospitality management education is currently dominated by the tyranny of relevance. Yet, the study of hospitableness in wider social settings has much to offer to both students and their future employers. This paper suggests there is need to allow for more flexibility in the curriculum so as to be less concerned with immediate relevance of content and more concerned with developing graduates who are critical and analytical thinkers.

It is not founded on primary research per se, but reflects upon a number of formal studies about the nature of the field, the preferred learning styles of students and nature of hospitableness.

The paper suggests changes to the current curriculum that may, or may not, result in name changes to programs studying hospitality and preparing the sector’s future management personnel.