This research used a typical e-mail query to investigate customer service by 491 properties from 13 international hotel chains. These five-star hotels had difficulty providing prompt, accurate, and timely e-mail responses to their customers. The results suggest significant differences in e-mail customer service, based on hotel location and the size of the hotel chain. The poor responsiveness an...

Recommendation systems apply knowledge discovery techniques to the problem of making personalized recommendation for information, products or services in the Internet. These works, especially collaborative filtering algorithms acquired relatively satisfactory results. They can millions of users easily search hundreds of millions of items. In tourism industry, potential customers may book hotel ...

Increasing occupancy rates and revenue by improving customer experience is the aim of modern hospitality organizations. To achieve these results, hotel managers need to have a deep knowledge of customers’ needs, behavior, and preferences and be aware of the ways in which the services delivered create value for the customers and then stimulate their retention and loyalty. In this article a metho...

The site for the meeting is on 9.5 acres in the enchanting seaside community of La Jolla at the 21st Century Learning Retreat, the Estancia La Jolla Hotel. The hotel is located in the midst of a classic California coastal rancho setting, adjacent to world-class Torrey Pines Golf Course, and just minutes from the San Diego Zoo, Sea World, shopping and beautiful Southern California beaches. The E...

The ICDM Challenge 2013 is to apply machine learning to the problem of hotel ranking, aiming to maximize purchases according to given hotel characteristics, location attractiveness of hotels, users aggregated purchase history and competitive online travel agency (OTA) information for each potential hotel choice. This paper describes the solution of team ”binghsu & MLRush & BrickMover”. We condu...

The purpose of this paper is to introduce hotel managers and hospitality educators to room revenue analysis method that is based on statistical indices. A paper presents a theoretical example of a room pricing and shows how changes in a total room contribution margin can be attributed to one of three changes: (a) changes in contribution margins for a hotel room with a specific rate, (b) changes...

The rapid emergence of user-generated content (UGC) inspires knowledge sharing among Internet users. A good example is the well-known travel site TripAdvisor.com, which enables users to share their experiences and express their opinions on attractions, accommodations, restaurants, etc. The UGC about travel provide precious information to the users as well as staff in travel industry. In particu...

∗I would like to thank the editors Kathrin and Peter and an anonymous reviewer of Philosophy Compass for suggestions to improve the final version. Further thanks go to my colleagues Paul Egré, David Ripley and Robert van Rooij and the Australian philosopher and paraconsistent logician Dominic Hyde for discussion and comments at different stages. Thanks also to Pablo Visiers. This work was done ...

This paper addresses the issues of hotel operators identifying effective means of allocating rooms through various electronic channels of distribution. Relying upon the theory of coercive isomorphism, a think tank was constructed to identify and define electronic channels of distribution currently being utilized in the hotel industry. Through two full-day focus groups consisting of key hotel el...