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The purpose of this study is to examine the relationship between the managerial efficiency and the customer satisfaction of Parisian boutique hotels by using the…
The purpose of this study is to examine the relationship between the managerial efficiency and the customer satisfaction of Parisian boutique hotels by using the multi-criteria decision analysis (MCDA) methods.
In the first stage, hotels’ managerial efficiency is assessed by data envelopment analysis to establish which hotel has the most efficient performance. In the second stage, the customer satisfaction of these hotels is estimated by the ELECTRE (ELimination et Choix Traduisant la RÉalité) method to assess the hotel’s ability to satisfy their customers.
Empirical results show that there is an inverse relation between customer satisfaction and ability to maximise the Revenue per Available Room (RevPAR). In other words, trying to improve efficiency implies a reduction in guests’ satisfaction (and vice versa).
Therefore, through this research the authors can realise that hotel managers should give more attention to customer service because it has a more direct and important impact on customer satisfaction. It also positively impacts on resource management. However, there are some limitations to this study. First, this study only focuses on 12 hotels. Because the data set is very confidential, it is very difficult to have a bigger sample. Then, the evaluation is based on 2014 figures only. It could be interesting to know their performance for previous years to understand their evolution. Finally, it is necessary to know the percentage of direct reservations for each hotel. For instance, if a hotel is relying too much on online travel agents (i.e. Booking.com, Expedia, etc.), it needs to pay a significant amount of commission to these companies. As a result, it could have a good RevPAR but might pay a huge commission (for example, 20 per cent for most of sites) at the end. In terms of perspectives, it is necessary to conduct a more extensive research to test the hypothesis in a different context. Additionally, the data were taken for a single period of time. It will be very interesting to create a panel of hotels and collect data over a period of time (Barros, 2005; Barros and Santos, 2006; Barros and Deike, 2008). This would enable to better understand the relationship between managerial efficiency and customer satisfaction in a long-term prospective.
This paper presents the relationship between the managerial efficiency and customer satisfaction in Parisian boutique hotels context. Study suggests that in service industry, increase of firm’s efficiency could negatively impact the guest satisfaction. Therefore, through studying the authors can realise that why hotel managers should focus on customer satisfaction, which attributes play the vital role in customer satisfaction and how to optimize their resources. One of the originalities of this paper is that the authors use the customers’ feedback from the UGC websites (Trip Advisor and Booking.com) as the performance evaluation indicators for customer satisfaction. The data are very confidential and hard to get.
Many tourism destinations are now facing the problem of overtourism, and destination management organisations (DMOs) are in search of an effective and sustainable…
Many tourism destinations are now facing the problem of overtourism, and destination management organisations (DMOs) are in search of an effective and sustainable solution. With this as a foundation, the purpose of this study is to identify factors causing overtourism at popular tourism destinations and to propose an alternative solution to overcome this phenomenon.
The research design is based on an inductive and a deductive approach. The paper draws its conclusion from secondary and tertiary data (literature review and online research).
The study shows that Trexit (tourism exit) is not a sustainable solution to overtourism and that an alternative strategy may be adopted to tackle this phenomenon. The overall outcome shows that if sociological factors, business factors, technological and economic factors are addressed, the effect of overtourism may be managed and controlled.
The findings of this piece of research refer to a Just-in-Time strategy for managing overtourism. The findings could be useful to practitioners, as the study proposes an alternative means to overcome overtourism and manage destinations without affecting visitor flow and profitability.
This research fulfils an existing research gap, as it proposes an alternative solution to tackle overtourism. The proposed model also helps to provide a broader insight of the dynamics surrounding overtourism at tourism destinations. In so doing, it advances the existing body of knowledge by providing new inputs to a topic that has not been discussed, namely, Trexit or tourism exit.
The purpose of this paper is to summarise the main outcomes of the collection of studies in this theme issue and to offer some key reflections based on the experiences of…
The purpose of this paper is to summarise the main outcomes of the collection of studies in this theme issue and to offer some key reflections based on the experiences of the theme editors and contributors.
This study uses structured questions to enable the theme editors to reflect on the rationale for the theme issue question, the starting point, the selection of the contributors and material and the editorial process.
This paper provides insights and practical suggestions in response to the theme issue question from different academic and professional backgrounds, namely, the hotel industry, the events industry, the technology sector, non-governmental organisations, government sectors, and the local community.
The theme issue outcomes provide lines of enquiry for others to explore and reinforce the value of worldwide hospitality and tourism theme’s approach to collaborative working and writing.
The collaborative study reported in this theme issue offers a unified but contrarian response to the theme’s strategic question. Taken together, the papers provide a range of options for destination marketing organisations in response to the issues highlighted.