Customer Relationship Management (CRM) can bring many benefits to the hotel business, though there are some associated challenges. Such challenges often bring a significant risk of failure, and these ...risks become more significant in budget hotels. This study considers the changes that have emerged in the last decade as regards customer expectations when staying in budget hotels. We use qualitative approaches to investigate the overlaps between customer expectations and managers' perceptions of CRM applications. The findings reveal that regardless of all changes, value for money and core products continue to play a critical role in customers' overall satisfaction with budget hotels.
Abstract
Background
Considering the prevalence of infertility in the community and the consequences of failure of infertility treatments on women’s mental health, interventions that can control ...stress, anxiety and depression in infertile women with a history of IVF failure will be very helpful. This study aimed to determine the effects of hope-oriented group counseling on mental health (primary outcome) and quality of life (QoL) (secondary outcome) of women with failed IVF cycles.
Method
This randomized controlled trial was conducted on 60 women with failed IVF cycles visiting Infertility Clinic at Al-Zahra Teaching Hospital of Tabriz- Iran. Participants were allocated to the intervention group (
n
= 30) and control group (
n =
30) based on a randomized block design. Hope-oriented group counseling was provided to the intervention group in six 45–60 min sessions (once a week). The control group only received routine care to undergo another IVF cycle. The Depression Anxiety Stress Scale-21 (DASS-21) and the SF-12 Quality of Life Scale were filled out by interviewing the participants before the intervention and one week and one month after the intervention. After intervention 26 participants in each group were included in the analysis.
Results
There was no significant difference between the intervention and control groups in the socio-demographic profile of participants (
P
> 0.05). The post-intervention mean score of stress (adjusted mean difference = − 1.7, 95% confidence interval: − 3.2 to − 0.3,
P
= 0.018) and depression (adjusted mean difference = − 1.3, 95% confidence interval: − 4.7 to − 1.5,
P
< 0.001) was significantly lower in the intervention group compared to the control. Although the mean anxiety score was lower in the intervention group compared to the control, the difference between them was not statistically significant (adjusted mean difference = − 1.1, 95% confidence interval: − 2.6 to 0.4,
P
= 0.153). The mean score of QoL was significantly higher in the intervention group than that of the control group (adjusted mean difference = 6.9, 95% confidence interval: 5.1 to 8.8,
P
< 0.001).
Conclusion
Hope-oriented group counseling was effective in reducing stress and depression and improving QoL in women with failed IVF cycles. It is recommended to use this counseling approach, along with other methods, to improve the mental health of women with failed IVF cycles.
Trial registration
TCT Registration Number: TCTR
20191017003
, registered on October 17, 2019.
Purpose The purpose of this study is to examine the impact of four organisational cultural traits of adaptability, consistency, involvement and mission on the three components of customer ...relationship management (CRM), namely, people, process and technology, in the context of the hotel industry. Design/methodology/approach Required data are collected with a quantitative approach and a questionnaire adapted from the Denison organisational culture survey and the Mendoza CRM model. The questionnaire was distributed among 364 managers of a chain hotel in the UK and gathered data were examined using the structural equation modelling method. Findings The results of this study reveal that the four traits of organisational culture (adaptability, consistency, involvement and mission) have positive and significant impacts on the three components of CRM (people, process and technology). A set of theoretical contributions and practical implications was also discussed. Research limitations/implications The study is conducted with a case study approach; hence, the findings cannot be generalised to a larger population, and the results might be different for other industries. Because of the limitation of access to all employees, only managers were selected as the sample, and future studies with all employees may show different results. Practical implications Current study helps hotel managers to understand the role and importance of organisational cultural traits in successful implementation of their CRM strategy components. Originality/value The position taken in this study recognises the need to enhance the understanding of organisational culture’s impact on implementing CRM components. Organisational cultural traits have different levels of impact on CRM implementation, and this is the first study to investigate the detailed impacts of the four traits of adaptability, consistency, involvement and mission on the three components of CRM, namely, people, process and technology.
This study aims to investigate Iranian tourists’ travel motivations to Turkey and their satisfaction level with all-inclusive package tours to this country. Based on an in-depth literature review, a ...questionnaire was developed and data were collected from 383 Iranian tourists who stayed in resort hotels in Antalya, Turkey. The research findings reveal that entertainment, being a family friendly destination, weather, cultural resources and quality of resort hotels were the main motivational factors among Iranian tourists for visiting Turkey. Main reasons for the participants for selecting all-inclusive package tours include predetermined schedules, service quality, set price and elimination of extra spending. The research findings show a high level of satisfaction with all-inclusive package tours. However, there were differences among respondents based on gender and age. The study concludes with offering specific theoretical and practical implications. Suggestions for future research are also provided.
This study investigates the combine effect of organizational culture factors on implementing customer relationship management (CRM) in hotels. A questionnaire was administered among managers of a ...chain hotel in the UK and collected data was subjected to correlation and simple liner regression analysis. The results showed that creating cross-functional teams, having culture of teamwork, committed and involved employees, adaptive and responsive attitudes towards change, information sharing, learning orientation and knowledge management, defined set of mission and visions and high degree of innovation are the main predictors for a successful CRM projects.
Few researchers have examined travellers’ experience with destinations despite the importance of their attitudes, behaviour and perception in selecting destinations. Current study aims to examine the ...relationship between risk perceptions, motivation, information source, travel experience and destination image among experienced international business travellers in Iran. The total number of 234 valid questionnaires was collected from international business travellers and structural equation modelling was employed using partial least squares path-modelling analysis to assess measurement and structural model for reflective constructs. Our empirical results support the negative relationship between destination image and risk perception, travel experience and risk perception while information sources were found to be unrelated to travellers risk perceptions. The results further shown that information sources and destination image, information sources and motivation, motivation and travel experience and destination image are related. However, the partial least squares-multigroup analysis results reveal that the significance of path coefficients differs across various demographic subgroups. Moreover, our results support experience and risk perception as a second-order reflective construct. Practical and theoretical implications are discussed along with a discussion on research limitations.
Bibliometric studies in tourism Koseoglu, Mehmet Ali; Rahimi, Roya; Okumus, Fevzi ...
Annals of tourism research,
November 2016, 2016-11-00, 20161101, Letnik:
61
Journal Article
Recenzirano
Odprti dostop
•This study evaluates progress on bibliometric studies in tourism.•Systematic review studies emerged as the major group.•Relatively few studies utilized evaluative and relational bibliometric ...studies.•Samples of bibliometric studies were formed from articles mainly indexed by SSCI.•The main implication is that unknown patterns have not been revealed.
This study evaluates bibliometric studies in tourism, depicts emerging themes, and offers critical discussions for theory development and future research. To achieve this aim, 190 papers with bibliometric analyses from leading hospitality and tourism journals were selected and critically analyzed. The research findings reveal that bibliometric articles published in these journals significantly increased after 2008. However, systematic review studies emerged as the major group, and relatively few studies utilized evaluative bibliometric and relational bibliometric studies. Study results suggest that paucity still exists, particularly in relational bibliometric studies in tourism. This is one of the first studies in this area that offers critical discussions and suggestions related to theory development and future research in this research vein.
Purpose
This paper aims to investigate customers’ perceptions of the service quality facets of Airbnb accommodation using social exchange theory as a suitable conceptual framework to explain aspects ...of interactivity between guests and hosts.
Design/methodology/approach
A self-administered questionnaire consisting of 25 accommodation-specific service quality attributes, structured according to Akbaba’s (2006) measurement scale and based on the service quality hierarchical conceptualization described by Brady and Cronin (2001) and Cronin and Taylor (1992), was distributed to Airbnb international guests visiting Phuket, Thailand. The sample was chosen through a two-stage sampling process and the PLS-SEM technique was used for data analysis.
Findings
The results showed that convenience and assurance are critical contributors to the measurement of service quality in remote Airbnb lodgings. The findings further revealed that Airbnb guests are mainly interested in lodgings which have access to certain tourist sights, and in easily accessible information and efficient resolution of problems during their stay. The authors also found that guests greatly value the convenience and flexibility offered by Airbnb, and that they particularly appreciate the warm hospitality provided by the hosts. Finally, Airbnb guests have very low expectations of the amenities and services available at the lodgings.
Research limitations/implications
Airbnb is one of the most well-known examples of hospitality in the sharing economy, and results cannot be generalized to similar accommodation providers in sharing economies. Despite the appropriateness of using the measurement tool provided by Akbaba (2006), it is only one option among others for measuring service quality.
Practical implications
The current study can assist hosts in gaining better knowledge of guests’ decision-making processes and in designing effective marketing strategies by focusing on guests’ requirements in terms of service quality. The effective use of competitive strengths and the prioritization of business resources would potentially enhance guests’ positive experiences at the accommodation and at the destination.
Originality/value
Limited numbers of studies have focused on the sharing economy and hospitality and in particular on Airbnb, and this is the first study with a focus on service quality issues in terms of Airbnb accommodation.
Purpose The purpose of this research is to empirically investigate the impact of organizational culture on implementing customer relationship management (CRM) in the hotel industry. ...Design/methodology/approach The research is conducted with a quantitative approach and a questionnaire adapted from Denison Organizational Culture Survey, and the Mendoza CRM model is the research instrument. The questionnaire was administered among 346 managers of a chain hotel in the UK. Gathered data were subjected to correlation and multiple regression analyses. Findings The correlation analysis demonstrates that organizational culture factors of adaptability, consistency, staff involvement and mission have a positive significant impact on CRM implementations. The multiple regression analysis further showed that though CRM implementation is highly correlated with these four factors, its successful implementation is not dependent on all of them. Research limitations/implications The research is conducted in the frame of a case study where a UK chain hotel is selected; therefore, the findings cannot be generalized to a larger population. This research is conducted in the context of hotel industry and the result might be different for other industries. Due to the limitation in access to all employees, only managers were selected as the sample of the study and future studies with all staff may show different results. Practical implications Organizational culture readiness is one of the most important requirements in CRM implementation initiatives. The results of this study will benefit hotel managers in measuring their organizational culture and improve it toward better CRM outcomes. Originality/value Previous studies on organizational culture and CRM with qualitative approaches have tried to highlight the role of organizational culture on CRM implementation or some have attempted to identify the organizational culture factors with potential impact on CRM implementations. However, very few of these studies have empirically investigated the impacts of organizational culture on CRM implementation, and this is the first study that empirically investigates this impact in the context of the hotel industry.
Purpose
The purpose of this study is to examine the impact of four organisational cultural traits of adaptability, consistency, involvement and mission on the three components of customer ...relationship management (CRM), namely, people, process and technology, in the context of the hotel industry.
Design/methodology/approach
Required data are collected with a quantitative approach and a questionnaire adapted from the Denison organisational culture survey and the Mendoza CRM model. The questionnaire was distributed among 364 managers of a chain hotel in the UK and gathered data were examined using the structural equation modelling method.
Findings
The results of this study reveal that the four traits of organisational culture (adaptability, consistency, involvement and mission) have positive and significant impacts on the three components of CRM (people, process and technology). A set of theoretical contributions and practical implications was also discussed.
Research limitations/implications
The study is conducted with a case study approach; hence, the findings cannot be generalised to a larger population, and the results might be different for other industries. Because of the limitation of access to all employees, only managers were selected as the sample, and future studies with all employees may show different results.
Practical implications
Current study helps hotel managers to understand the role and importance of organisational cultural traits in successful implementation of their CRM strategy components.
Originality/value
The position taken in this study recognises the need to enhance the understanding of organisational culture’s impact on implementing CRM components. Organisational cultural traits have different levels of impact on CRM implementation, and this is the first study to investigate the detailed impacts of the four traits of adaptability, consistency, involvement and mission on the three components of CRM, namely, people, process and technology.
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