Search results

The aim of the paper is to help graduate students in the area of hospitality management to understand and deal with non‐performance charges and attrition issues.

The paper uses case studies to illustrate the issues that must be resolved.

There are many ways to look at issues – from the hotel's perspective, from the customer's viewpoint, and from an independent observer's position.

This training exercise highlights the complicated issues surrounding non‐performance charges and attrition issues, and suggests ways in which they can be fairly resolved to the mutual satisfaction of all parties to preserve goodwill all around.

This paper aims to illustrate the extensive benefits of qualitative data analysis as a rarely undertaken process in post-occupancy evaluation surveys. As a result, there is limited evidence of what occupants say about their buildings, especially for operational parameters, as opposed to how they rate them. While quantitative analyses provide useful information on how workers feel about workplace operational factors, qualitative analyses provide richer information on what aspects of the workplace workers identify as influential to their comfort, well-being and productivity.

The authors analysed 6,938 comments from office buildings worldwide on workers’ perception of workplace operational factors: design, storage, needs, space at desks and storage in their work environments. These factors were analysed based on the buildings’ design intent and use, and the associated comments were coded into positive, negative and balanced comments. The authors used a combination of coding, descriptive analysis, content analysis and word cloud to dissect the comments.

The findings showed that whereas workers rated these operational factors favourably, there were significantly more negative comments about each factor. Also, the Chi-square test showed a significant association (p < 0.01) between the satisfaction scale and the type of comments received for all the operational factors. This means that when a factor is rated high in the satisfaction score (5–7), there were fewer negative and more positive comments and vice versa. The word cloud analysis highlighted vital aspects of the office environment the workers mostly commented on, such as open plan design, natural lighting, space and windows, toilets, facilities, kitchens, meeting room booking systems, storage and furniture.

This study highlights the importance of dissecting building occupants’ comments as integral to building performance monitoring and measurement. These emphasise the richness and value of respondents’ comments and the importance of critically analysing them. A limitation is that only 6,938 comments were viable for analysis because most comments were either incomplete with no meaning or were not provided. This underlines the importance of encouraging respondents to comment and express their feelings in questionnaire surveys. Also, the building use studies questionnaire data set presents extensive opportunities for further analyses of interrelationships between demographics, building characteristics and environmental and operational factors.

The findings from this study can be applied to future projects and facility management to maintain and improve office buildings throughout their life cycle. Also, these findings are essential in predicting the requirements of future workplaces for robust workplace designs and management.

The authors identified specific comments on the performance of workplaces across the globe, showing similarities and differences between sustainable, conventional, commercial and institutional buildings. Specifically, the analysis showed that office workers’ comments do not always corroborate the ratings they give their buildings. There was a significantly higher percentage of negative comments than positive comments despite the high satisfaction scores of the operational factors.

Escape room-based learning is a new educational game-based learning trend which embeds student learning within an exciting escape room scenario. Ordinarily these educational escape rooms are in a table-top format which involves learners decoding clues together around a table. In the age of a global pandemic [coronavirus disease 2019 (COVID-19)] with stringent social distancing and lock-downs, this normal game modality was not possible and so an alternate online approach was required. Thus, this paper aims to study escape room activities during global pandemics.

In this paper, the authors outline how these escape room activities have been taken online, in an synchronous virtual environment and evaluate the student perception of these escape rooms, in contrast to previous cohorts of students who completed escape rooms together in person.

The authors' results indicate that although students enjoy the escape room game-based learning environment, the remote nature of the activity means the students take longer to solve the puzzles. The students are also more likely to struggle in the activity and find them less engaging than the in-person escape room challenges.

Although educational escape rooms have been devised for a variety of subjects and can be run through several different modalities (table-top, full rooms and online), this study compares different modalities (online vs table-top) for identical puzzles taken over different cohorts of students.

This paper aims to develop overbooking models to determine the optimal number of overbooking for hotels having one and two different types of rooms.

This paper presents mathematical modeling to find the optimal solutions of overbooking for stochastic cancellation.

The authors prove that for hotels with only one type of room, there exists a closed form solution to guarantee the optimal number of overbooking, depending on the cost of walking customers to other hotels, the cost of unsold rooms and cancellation distribution observed in the past. For hotels with two types of room, they prove the convexity structure and identify equations to seek the number of overbooking for low-price and high-price rooms. The authors also provide key comparative statics on how model parameters impact the optimal decisions under different scenarios.

Overbooking decision is one of important and complicated decision-makings, which is related directly to the yield of hotel revenue management. It is necessary for a hotel manager to observe cancellation pattern in the history to make a reliable decision. This paper presents a method that can help hotel manager make this decision in practice.

This paper is one of the first articles in the hotel industry that considers the marginal cost for each room unsold caused by no shows and the marginal cost for each walking guest in a comprehensive perspective.

The purpose of this paper is to explore the appropriation of control rooms based on value-based integrated performance management tools implemented in all publicly funded health organizations in Quebec (Canada) as a form of legitimate sociomaterial work.

Multi-site organizational ethnographic case studies in two Integrated health and social services centers, with narrative process analysis of triangulated qualitative data collected through non-participant observation (163 h), individual semi-structured interviews (N = 34), and document review (N = 143).

Three types of legitimate sociomaterial work are accomplished when actors appropriate control rooms: 1) reformulating performance management work; 2) disrupting accountability work and; 3) effecting value-based integrated performance management. Each actor (tools, institutions and people) follows recurrent institutional work-paths: tools consistently engage in disruptive work; institutions consistently engage in maintaining work, and people consistently engage in creation work. The study reveals the potential of performance management tools as “effective integrators” of the technological, managerial, policy and delivery levels of data-driven health system performance and improvement.

This paper draws on theoretically informed empirical insights to develop actionable knowledge around how to better design, implement and adapt tool-driven health system change: 1) Packaging the three agents of data-driven system change in health care: tools, institutions, people; 2) Redefining the search for performance in health care in the context of value creation, and; 3) Strengthening clinical and managerial relevance in health performance management practice.

The authors aim to stimulate new and original scholarship around the under-theorized concept of sociomaterial work, challenging theoretical, ontological and practical conceptions of work in healthcare organizations and beyond.

In Iran, as elsewhere, a great number of student dormitory-style buildings have been built with shared rooms either side of a central corridor as a simple and affordable building form. Highly populated shared rooms with common facilities in such buildings can produce problems in terms of personal space but, at the same time, have many advantages for social interactions and better use of resources, which is a feature of sustainability. Most of these buildings are old and need fundamental refurbishment. This study aims to provide some guidelines to improve advantages and control disadvantages of this building type for future refurbishment and new developments.

The advantages and disadvantages of shared spaces have been analysed using a Post Occupancy Evaluation approach in a case study which is representative of more than 30 university dormitories in Iran. Interview, observation and questionnaire survey tools are used in this study.

Results show students have some problems regarding privacy, interaction, security, noise, circulation, access hierarchy, storage spaces, use of rooms and territory definition.

Based on the results of the study, some design suggestions are made for more efficient shared spaces for future designs and also for improving the case study dormitory, in terms of both access hierarchy and internal room arrangements.

Post Occupancy Evaluation has not previously been used to provide guidelines for architects to improve the quality of design according to existing functional/behavioural problems in similar buildings.

Many hotels allocate guests to specific rooms immediately after reservation. This happens because individual rooms are sold (and there is no concept of room type) or because the assignment is done by hand at reservation or because of a connection with a channel manager, which is immediately fixing the room number after a reservation request. This early allocation is suboptimal, and it causes the unnecessary rejection of some reservations when the hotel has a high occupancy level. The purpose of this paper is to investigate different room allocation algorithms, including an optimal one (called RoomTetris), aiming at higher occupancy levels and profitability.

The methodology is based on theoretical results and experimentation. The optimality or the proposed RoomTetris algorithm is demonstrated. Experiments are executed in different contexts, including realistic ones, through the adoption of a hotel simulator, to measure the improvements in the occupancy rate of the optimal and heuristic strategies with respect to random or sub-optimal assignments of rooms.

The main results are that smart allocation algorithms can greatly reduce the rejection rate (reservation requests which cannot be fit into the hotel room plan) and improve the occupancy level, the percentage of available rooms or beds sold for the various periods.

This analysis can be extended by considering cancellations and overbookings. A second possibility to add flexibility in room allocation for hotels having more than one type of rooms is that the hotel can upgrade and offer a high-price room to the customer, which given an even large flexibility to fix rooms by shifting customers to other compatible types. In addition, more complex integrations with revenue management can also be considered, for cases in which the cost of a room depends on the number of guests.

Given that the difference in occupancy rate of the optimal algorithm is particularly large in high season and high-request periods, periods which are usually associated to higher rates and higher volumes, the proposed algorithm will improve the main financial performance indicators such as revenue per available room by an even bigger multiplier, depending on the hotel pricing policy. Because the room allocation process can be completely automated, the adoption of appropriate smart allocation algorithms represents a low-hanging fruit to be picked by efficient hotel managers.

To the best of the knowledge this is the first proposal of an optimal algorithm (with proof of optimality) for the considered problem.

很多酒店, 特别是私人、家庭经营型、或者精品酒店, 在客人预定后立刻分派指定的房间给客人。这往往是因为独立房间售卖（没有特殊房型概念）或者因为客人在预定时, 工作人员手动指派房间, 亦或者是因为预订系统与渠道管理系统链接, 直接在预定后指派房间号。这种早期的分派程序是不优化的, 往往在酒店住房率高的时候, 会造成一些不必要的房间预定失败, 继而带来的利润损失。本论文旨在研究不同房间指派参数配置, 包括最优系统（RoomTetris）, 使得酒店达到更高住房率的同时产生高利润。

本论文采用理论讨论和实验等研究方法, 并展示了提出的RoomTetris参数的最优性。本论文还将其参数放在不同的情景中做实验, 以显示其提高酒店针对随机或者次优化分派的最佳启发式策略中的住房率。

研究结果表明智能型分派参数能够大大降低预定失败率（预定需求不能符合酒店房型供给）, 并且提高住房率和利润。住房时间并不是必须的参数, 极具个性化服务, 比如让客人选房间号, 可能导致利润损失（因为最优房间分派无法实现）, 房型的设计也应该参与到最优房间分派的效果中来。

预定取消和超额预定的情况也应该加入到分析中来。第二种对于拥有不止一种房型的酒店来说, 可能增加房间分派的情况在于为客人升级房型, 这样可以将客人转到其他适合房型以解决房间分派问题。此外, 更复杂系统兼容财务管理系统应该被考量, 有的时候, 房间的成本取决于客人的数量。

由于最优算法的住房率区别在于旺季和高预定时段, 也就是高房间价格和高预定量, 本论文提出的最佳算法将提高主要财务指标, 比如RevPAR（平均客房收益）。由于房间分配系统可以完全实现自动化, 那么采用智能分派系统无疑是有效酒店管理中的优质选择。

据作者所知, 此文章是首篇关于此类话题的研究优质算法（且被证实其最佳）。

Different cultures believe that some numbers are “lucky” and other numbers are “unlucky”. The purpose of this paper is to determine to what extent hotels follow numerological superstitions in their floor and room numbering, if more accidents or complaints occur on unlucky hotel floors compared to other floors and if more accidents or complaints occur in unlucky hotel rooms compared to other rooms.

For the first research objective, an audit of hotels in a particular destination, Hong Kong, is taken capturing the number of floors and rooms on each floor and determining if “unlucky” numbers are used. For the second and third objectives, the accident and complaint database of one upscale hotel in Hong Kong across a five-year period is investigated.

The authors find that hotels do follow superstitious numbering, with “unlucky” numbers not being included in floor or room numbering. Chinese superstition is more likely to be followed than Western superstition. The non-inclusion of “unlucky” numbers is more likely for hotel floors than for hotel rooms. In the case study hotel, they found no significant differences in the number of accidents and complaints between unlucky and other rooms and floors across the five years of analysis.

Superstitions surrounding numbers can affect decisions made by individuals and businesses and can have significant economic consequences. There is little academic research into how the hotel sector is impacted by numerology superstitions.

Study rooms are recognized as a popular feature in academic libraries. The purpose of this paper is to understand how students use the study rooms at the library of the University of Central Missouri.

A short survey was given to students who checked out study rooms keys. Students were asked how they used the rooms and what technology they used in the rooms. In total, 341 valid surveys were returned for analysis.

Students used the rooms mainly for academic reasons. In total, 73 percent of respondents frequently studied alone in the rooms while 56 percent frequently studied in groups. Use of the technology in the rooms, other than the computers (89 percent) was limited.

Due to the voluntary nature of the surveys, results may not be applicable to all study room users. The researchers were particularly interested in the international students but demographic data from the survey indicated that the number of responses from this group may not be representative of the number that are actually using the rooms.

Students indicated they rarely used peripheral equipment, i.e. webcams and microphones, and the library removed them from the rooms and made them available at the circulation desk.

The authors found little research specific to the use of study rooms although available research of library space in general indicated study rooms are highly valued. The findings of this survey suggest that students may be more interested in individual/private spaces for academic work than “group” study rooms.

The purpose of this paper is to ascertain the effect of age, gender and educational level on customer evaluations of the design characteristics of fitting rooms/dressing rooms, such as size, levels of illumination, number of hangers, materials and opening types of doors in retail clothing stores. In the light of these results, the study aims to increase the satisfaction of the customers in retail stores.

These evaluations were analysed according to the demographic characteristics of consumers, such as age, gender and educational level. Since activities in fitting rooms require a certain level of privacy, the features that affected privacy were also considered in this study. The analysis was carried out with research designed for users of fitting rooms in Ankara, Turkey.

Results indicated that demographic characteristics of the customers affected their evaluation of fitting rooms. The statistically significant results between evaluations of customers and their demographic backgrounds were determined. In these analyses, problems emerged due to usage of fitting rooms. Most of the problems complained about were an insufficient number of hangers, lack of mirrors, lack of sitting units, small-sized rooms and poorly illuminated rooms. Moreover, the results showed that customers preferred a totally closed panel door for privacy.

This paper reveals a significant relationship between design characteristics of fitting rooms and customer evaluations of fitting rooms. The results of the study suggest that retailers and designers may be able to easily make stores more attractive for customers when installing fitting rooms.