Search results

1 – 9 of 9
To view the access options for this content please click here
Article
Publication date: 1 February 2003

Thouraya GherissiLabben, Roland Schegg and Jamie Murphy

This research replicates and extends Frey et al. (2003), using a typical e‐mail query to investigate e‐mail customer service by 260 Tunisian hotels. Based on the hotel…

Abstract

This research replicates and extends Frey et al. (2003), using a typical e‐mail query to investigate e‐mail customer service by 260 Tunisian hotels. Based on the hotel responses, this study found that guests had one chance in ten of receiving a reply within a day and even less chance that hotels answered the inquiry professionally, promptly, politely and personally. Diffusion of innovations failed to explain differences in responsiveness by Tunisian hoteliers but did help explain the quality of e‐mail replies. The results suggest that reply quality differs across hotel size and hotel affiliation. Hotel affiliation as well as hotel category and website presence showed no significant differences in responsiveness. Differences aside, the results highlight that Tunisian hotels can gain an immediate competitive advantage by analysing common e‐mail queries and implementing basic e‐mail procedures.

Details

Tourism Review, vol. 58 no. 2
Type: Research Article
ISSN: 1660-5373

Keywords

To view the access options for this content please click here
Book part
Publication date: 15 July 2009

Andrew Mungall and Thouraya Gherissi Labben

This paper presents the results of a questionnaire-based exploratory survey among hoteliers in Switzerland, measuring their perception of the senior clientele. These…

Abstract

This paper presents the results of a questionnaire-based exploratory survey among hoteliers in Switzerland, measuring their perception of the senior clientele. These hoteliers were also asked about the specific arrangements they have made in the past for the senior customers, as well as the investments they have undertaken. The main finding is that, even though the senior segment is recognised by most hoteliers as being potentially profitable, a less than flattering image of this customer category seems to have dissuaded a great number of Swiss hoteliers from concentrating a lot of effort and resources on adapting their products and services to this customer segment. This bad image (serious physical handicaps, problems in cohabitation with other clients) deserves to be corrected. Besides, the wish of senior tourists for a personalised product and service should be taken into account by Swiss hoteliers in their future investments and offers aimed at the senior guests.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84855-675-1

To view the access options for this content please click here
Book part
Publication date: 12 July 2006

Colin Johnson, Thouraya Gherissi Labben and Joseph S. Chen

This research compares youth tourists’ trip preferences and their perceptions of accommodation in Switzerland among visitors staying at three different types of properties…

Abstract

This research compares youth tourists’ trip preferences and their perceptions of accommodation in Switzerland among visitors staying at three different types of properties (e.g., hard budget, budget, and mid-sector). Attractive price was found to be the most critical reason for the selection of accommodation for those staying at hard budget properties. Proximity to points of interest represents the main reason for choosing budget and mid-sector accommodations. When examining the differences in preferences for eating outlets, the respondents from the mid-sector lodging facilities prefer full-service restaurants while the other groups of visitors prefer to use self-service eateries. The study further finds that the youth guests of hard budget properties express reluctance in joining evening activities that are fee-paying. Managerial implications along with suggestions for future study are provided in the conclusion.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-396-9

To view the access options for this content please click here
Article
Publication date: 1 January 2004

Thouraya Gherrissi‐Labben and Colin Johnson

This paper seeks to increase knowledge of young tourism by presenting the findings of an empirical study of younger tourists attending cultural festivals in Switzerland…

Abstract

This paper seeks to increase knowledge of young tourism by presenting the findings of an empirical study of younger tourists attending cultural festivals in Switzerland. Although often neglected by academic research, the young tourism market is nonetheless important in size, furthermore, young tourists are often the trendsetters who establish and build the attractiveness of tourist destinations (Horak and Weber, 2000) The study provides data and analysis on the consumer behaviour of younger tourists, particularly regarding their choice of accommodation, eating out, travel and entertainment. The findings confirms Carr's (1998) view of a separate yet heterogeneous market, different from that of older tourists, yet in some cases sharing certain similarities. As in earlier studies of youth culture, the study finds an emphasis among young tourists on leisure activities and the importance of information — particularly from the Internet. Similarity with more traditional tourists was shown by the high importance given to cleanliness in accommodation and the provision of individual bathroom facilities. Young tourists were also found to be extremely loyal to a particular country, with a very high possibility of repeat business. Given increasing longevity and affluence, this could translate into a high “lifetime‐value of the client,” possibly lasting over half a century.

Details

Tourism Review, vol. 59 no. 1
Type: Research Article
ISSN: 1660-5373

To view the access options for this content please click here
Book part
Publication date: 2 May 2007

Thouraya Gherissi Labben and Andrew Mungall

Following increasing competition on the international tourism market, a great number of Swiss hotels which are generally family businesses with small structures and aging…

Abstract

Following increasing competition on the international tourism market, a great number of Swiss hotels which are generally family businesses with small structures and aging infrastructures, find themselves in a critical financial situation. Thus, many hotels having exhausted their economic potential, cannot adequately upgrade their performance. For this reason they are forced to respond to the requirements of potential investors by presenting the progress of their activities through models of cooperation with other hotel establishments and/or other actors. In view of the significance of this issue, the present article proposes to study the effect of collaboration intensity and the type of management on the performance of Swiss collaborating hotels. By adopting a global approach to performance, it appears that hotel performance is influenced by the intensity of collaboration. Regarding the effect of the type of management the results are more questionable.

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-506-2

To view the access options for this content please click here
Book part
Publication date: 15 July 2009

Abstract

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84855-675-1

To view the access options for this content please click here
Book part
Publication date: 12 July 2006

Abstract

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-396-9

To view the access options for this content please click here
Book part
Publication date: 2 May 2007

Abstract

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-506-2

To view the access options for this content please click here
Book part
Publication date: 12 July 2006

Abstract

Details

Advances in Hospitality and Leisure
Type: Book
ISBN: 978-1-84950-396-9

1 – 9 of 9