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Document Information: Title: Author(s): Benchmarking measures of customer satisfaction, quality and performance for new financial service

products Scott Edgett, (Associate Professor at the School of Business, McMaster University, Hamilton, Ontario, Canada), Kim Snow, (Associate Professor of Administrative Studies, Atkinson College, York University, Ontario, Canada) Scott Edgett, Kim Snow, (1997) "Benchmarking measures of customer satisfaction, quality and performance for new financial service products", Journal of Product & Brand Management, Vol. 6 Iss: 4, pp.250 - 259 Benchmarking, Customer satisfaction, Financial institutions, New product development, Performance measurement, Service quality Research paper 10.1108/10610429710186770 (Permanent MCB UP Ltd Addresses the issue of measuring the success of new products in a service environment by examining a number of measures under the three broad categories of customer satisfaction, quality and performance. Reports on the perceived effectiveness of different measurement approaches by benchmarking techniques currently in use in the financial services industry, by determining how informative management finds them, by isolating measurement approaches which are the most useful, and by identifying measurement approaches which are still needed. Confirms that service companies continue to employ many traditional success/failure measures, but that these are gradually being supplemented with new tools as executives begin to realize that strict profitability criteria are no longer enough to gauge the real success of service offerings.

Citation:

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Document Information:

Title:

Tea and hospitality: more than a cuppa

Author(s):

Lee Jolliffe, (Faculty of Business, University of New Brunswick, Saint John, Canada)

Citation:

Lee Jolliffe, (2006) "Tea and hospitality: more than a cuppa", International Journal of Contemporary Hospitality Management, Vol. 18 Iss: 2, pp.164 - 168

Keywords:

Canada, Hospitality services, Tea, Tourism

Article type:

Viewpoint

DOI:

10.1108/09596110610646718 (Permanent

URL)

Publisher:

Emerald Group Publishing Limited

Abstract:

Purpose – The purpose of this paper is to show how tea relates to hospitality in both the home and commercial contexts. Tea, when taken out of the home situation, represents a service product with a resultant revenue stream that has the potential to be more than a “cuppa”. Design/methodology/approach – This viewpoint reviews related literature and

(1999) "Customer satisfaction and its measurement in hospitality enterprises". University of Central Florida. USA) Abraham Pizam.management strategies. Findings – Identifies from a practitioner viewpoint the possibilities for using tea to increase profits within the hospitality business. USA). Taylor Ellis. International Journal of Contemporary Hospitality Management. Following a discussion on the dimensions and attributes of . Practical implications – Argues that tea drinking is pivotal to a wide array of hospitality events and that its potential to generate revenue is often underestimated. University of Central Florida. Florida. (Department of Hospitality Management.326 . Vol. 11 Iss: 7.339 Customer satisfaction.1108/09596119910293231 (Permanent URL) MCB UP Ltd Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries.. Originality/value – An original look at a very old service. pp. Customer satisfaction and its measurement in hospitality enterprises Document Information: Title: Customer satisfaction and its measurement in hospitality enterprises Abraham Pizam. Taylor Ellis. Florida. (Department of Hospitality Management. Orlando. Hospitality industry. Orlando. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. Service quality Author(s): Citation: Keywords: Article type: Conceptual Paper DOI: Publisher: Abstract: 10.

lists the main methods of measuring satisfaction and concludes with a review of global and cross-cultural . Hospitality industry.satisfaction. Service quality Author(s): Citation: Keywords: Article type: Conceptual Paper DOI: Publisher: Abstract: 10.326 . Following a discussion on the dimensions and attributes of satisfaction. Orlando. Florida. pp. Customer satisfaction and its measurement in hospitality enterprises Document Information: Title: Customer satisfaction and its measurement in hospitality enterprises Abraham Pizam. Vol. USA) Abraham Pizam.339 Customer satisfaction. Taylor Ellis. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. USA). Orlando. (Department of Hospitality Management.1108/09596119910293231 (Permanent URL) MCB UP Ltd Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. (1999) "Customer satisfaction and its measurement in hospitality enterprises".. Florida. University of Central Florida. University of Central Florida. International Journal of Contemporary Hospitality Management. 11 Iss: 7. (Department of Hospitality Management. lists the main methods of measuring satisfaction and concludes with a review of global and cross-cultural issues that affect satisfaction. Taylor Ellis.

I will seek to introduce the experiential marketing debate and demonstrate how the questions . Group Ecole Supérieure de Commerce de Rennes. to putting experiential marketing centrestage. International Journal of Contemporary Hospitality Management. feeling and fun Document Information: Title: Author(s): Tourism and hospitality marketing: fantasy. (2006) "Tourism and hospitality marketing: fantasy. Marketing. does experiential marketing have to offer marketers in the disciplines of tourism and hospitality? In this paper. (School of Marketing and Sales. feeling and fun".495 Brands. Hospitality management.issues that affect satisfaction. Tourism Citation: Keywords: Article type: Conceptual paper DOI: Publisher: Abstract: 10. but as with many marketing innovations it has been largely overlooked by those involved in tourism and hospitality marketing and promotion. Consumer behaviour.Postmodernism. International Business School. This raises the question what. pp. Whilst in many industries companies have moved away from traditional features and benefits approaches.482 . France) Alistair Williams.1108/09596110610681520 (Permanent URL) Emerald Group Publishing Limited Purpose – Experiential marketing is arguably marketing's most contemporary orientation. Tourism and hospitality marketing: fantasy. feeling and fun Alistair Williams. Vol. Rennes. 18 Iss: 6. marketing in the tourism and hospitality sectors does not appear to have explicitly engaged the theoretical issues involved. if anything.

raised by the concept are critical to an understanding of marketing theory and research within the tourism and hospitality sectors. (2007) "Exploring the UK hospitality industry and age discrimination". Sheffield. Findings – The tourism and hospitality sectors cannot be seen to be immune to fundamental changes in the orientation of marketing. Originality/value – Provides a framework as to how organisations might usefully implement an experiential marketing strategy. Employment legislation. 19 Iss: 4. Those who go beyond service excellence. pp. International Journal of Contemporary Hospitality Management. Design/methodology/approach – Following the authors previous publications which sought to investigate alternative paradigms for studying hospitality consumers. UK) Emma Martin. Sheffield. (Centre for International Hospitality Management Research. Innovative experience design will become an increasingly important component of tourism and hospitality firms core capabilities.318 Age discrimination. Hospitality services. Katherine Gardiner. (Centre for International Hospitality Management Research. Vol. UK). Sheffield Hallam University. Katherine Gardiner. and market experientially will lead the creation of value in the sector. Sheffield Hallam University. United Kingdom Citation: Keywords: .309 . Exploring the UK hospitality industry and age discrimination Document Information: Title: Author(s): Exploring the UK hospitality industry and age discrimination Emma Martin. this research attempts to consider the practical applications of one such model.

was conducted during April 2006. in this case. Overall. pubs and clubs. Findings – It was found that ageism was considered a problem by respondents from hospitality services. Practical implications – The findings show the need to target the message about the age discrimination legislation particularly to the pub. it may highlight a greater level of apathy or lack of awareness than the following results show. contract catering and hospitality services. hotels. Research limitations/implications – Out of the postal survey of 950 organisations there were 112 respondents. Originality/value – The paper highlights the desire for knowledge about the legislation across the sector and the lack of awareness of sources of information. restaurants. Information technology in peripheral small and medium hospitality enterprises: strategic analysis and critical factors . club and hotel sector. Perhaps the most prominent issue with surveys of this type are the concerns of employers about compliance and being caught out or. representing a response rate of just below 12 per cent.Article type: Research paper DOI: Publisher: Abstract: 10. 45 per cent of respondents reported knowing “little” or “nothing” about the incoming legislation and the overwhelming majority felt they did not know enough. Design/methodology/approach – A survey of the five sub sectors of the hospitality industry. largely public sector organisations. and the greatest impact from the legislation was considered to be within these firms.1108/09596110710747643 (Permanent URL) Emerald Group Publishing Limited Purpose – The purpose of this paper is to investigate the steps the hospitality sector is taking to ensure compliance with the age discrimination legislation introduced in October 2006.

UK).Document Information: Title: Information technology in peripheral small and medium hospitality enterprises: strategic analysis and critical factors Dimitrios Buhalis. Greece. Wales Author(s): Citation: Keywords: Article type: Research paper DOI: Publisher: Abstract: 10. owing to their inability and reluctance to utilize information technologies (ITs). (Senior Lecturer in Information Technology. pp. However. (Senior Lecturer in Tourism. University of Westminster. Hilary Main. London. UK) Dimitrios Buhalis. 10 Iss: 5. It also illustrates a number of catalysts for ITs penetration and future trends in the hospitality industry. it is recognized that they are often marginalized from the mainstream tourism industry. as well as the push and pull factors they exercise. International Journal of Contemporary Hospitality Management. Hilary Main. (1998) "Information technology in peripheral small and medium hospitality enterprises: strategic analysis and critical factors". It explores the factors determining the adaptation of ITs by examining the stakeholders of small hospitality organizations. Vol. Swansea Business School. Argues that SMHOs which fail to adapt and utilize ITs will suffer . Alpine French resorts and the Greek Aegean Islands. Information technology. disintermediation and mass customization. Travel. e.g.1108/09596119810227811 (Permanent URL) MCB UP Ltd Small and medium hospitality organisations (SMHOs) are increasingly recognized as pivotal in the ability of destinations to benefit from tourism as well as to satisfy tourism demand. located in rural Wales destinations.202 France. Swansea. Hotels.198 . This paper is based on research undertaken in peripheral SMHOs.

International Journal of Contemporary Hospitality Management. (2010) "Evaluating stability of the performance-satisfaction relationship across selected lodging market segments". USA) Haemoon Oh. (Department of Hospitality and Tourism Management. Isenberg School of Management. Customer satisfaction.1108/09596111011066626 (Permanent URL) Emerald Group Publishing Limited Purpose – The purpose of this paper is to illustrate new methods of examining structural differences among segmented markets beyond comparing merely univariate variable mean scores.competitive disadvantages and jeopardize the prosperity of destinations. Miyoung Jeong. Evaluating stability of the performance-satisfaction relationship across selected lodging market segments Document Information: Title: Evaluating stability of the performance-satisfaction relationship across selected lodging market segments Haemoon Oh. Vol. Amherst. USA). Hotels. Miyoung Jeong. Isenberg School of Management. University of Massachusetts Amherst.974 Business performance. Amherst.953 . Massachusetts. Massachusetts. so as to help marketers and researchers gain better insights into segment differences . pp. (Department of Hospitality and Tourism Management. 22 Iss: 7. University of Massachusetts Amherst. Market segmentation Author(s): Citation: Keywords: Article type: Research paper DOI: Publisher: Abstract: 10.

One limitation of this paper could be use of a secondary dataset with limited scope of the model employed for an illustrative purpose. Findings – Guest satisfaction was influenced by the same performance variable to the same magnitude and direction across different lodging segments examined. Developing marketing strategies based on the effect-based segment differences. The data then were sorted into lodging customer segments by star rating. The paper advances the methods of hospitality and tourism research for examining segment differences beyond the traditional univariate mean-based examination approach. Originality/value – The paper is a fresh attempt to examine market segment differences through the effect of one variable on another. The methodological illustration is applicable to a vast majority of different theoretical frameworks known in the hospitality and tourism field. while the effectbased difference assessments in this paper resulted in another.for meaningful strategy development. and level of price charged.com. Research limitations/implications – The traditional approach to examining segment differences via univariate mean scores could be one set of results. Design/methodology/approach – A comprehensive dataset covering various lodging market segments was constructed from Tripadvisor. type of operation. Use of the assessment method illustrated in this paper also requires future market segmentation . is considered more effective than the traditional mean-based approach. Such stability in the amount of influence of performance on guest satisfaction was true even in the fact that the variable mean scores were significantly different across the market segments. as illustrated in this paper. of market segments could be assessed in contrast to the traditional mean-score comparison approach. Structural equation modeling with the -2 log-likelihood difference test was conducted to illustrate how effectively the differences. The examination of the market segments was also limited to those based on only three popular variables. Another limitation is that the sample characteristics are unknown due to the nature of a secondary dataset. if any.

Hotels. Turkey). Turkey Author(s): Citation: Keywords: Article type: Research paper DOI: Publisher: Abstract: 10. Gazi University. Yalçin Arslantürk. Yalçin Arslantürk. Turkey) Elbeyi Pelit. (Faculty of Tourism. The effects of employee empowerment on employee job satisfaction: A study on hotels in Turkey Document Information: Title: The effects of employee empowerment on employee job satisfaction: A study on hotels in Turkey Elbeyi Pelit. Turkey). Job satisfaction. 23 Iss: 6. International Journal of Contemporary Hospitality Management.784 . (2011) "The effects of employee empowerment on employee job satisfaction: A study on hotels in Turkey". Gölbasi-Ankara.studies to rely more on theories than data. Psychological empowerment. Employees attitudes. Yüksel Öztürk.802 Behavioral empowerment.e. Afyonkarahisar. Vol. Yüksel Öztürk. (Faculty of Commerce and Tourism Education. Gazi University. To serve this purpose. behavioral and psychological – and the effect of employee empowerment on the level of job satisfaction was examined by taking these two dimensions into consideration as a whole and . empowerment is taken into consideration as two dimensions – i. pp.1108/09596111111153475 (Permanent URL) Emerald Group Publishing Limited Purpose – The main objective of this study is to determine the impact of employee empowerment on job satisfaction. Afyon Kocatepe University. Gölbasi-Ankara. Employee empowerment. (School of Tourism and Hotel Management.

unlike previous studies in the literature. Design/methodology/approach – A questionnaire was employed in order to collect data on job satisfaction as well as behavioral and psychological empowerment.separately. Originality/value – Studies into the relation between employee empowerment and job satisfaction on the whole focus on only one aspect of empowerment. i. This study incorporates behavioral and psychological empowerment together as the components of empowerment. while the most negative aspect is the wage issue. The data collected were analyzed through correlation and regression analyses. Research limitations/implications – The major limitation of this study is that it covers the employees of five-star hotels only. . unfair payment.854 participants employed at five-star hotels in Turkey. Findings – The findings suggest that the most positive aspects related to job satisfaction are relations with the colleagues and physical conditions. Another important limitation of the study is the exclusion of variables mentioned in the literature. i.e. it is thought that the study will provide some insights for managers in terms of enhancing job satisfaction and the effect of empowerment on job satisfaction as well as making a contribution to the literature. This apart. Furthermore.e. either behavioral empowerment or psychological empowerment. The study covered 1. correlation and regression analyses indicate that psychological and behavioral empowerment has a significant effect on job satisfaction. in determining their effect on job satisfaction. and the effect is much greater when psychological and behavioral empowerment are taken as a whole.