This study aims to present a model of comment semantic vocabulary built on ontological theories to perform semantic conversion of customer comments on hotel services to ratings through the process of word matching. Ultimately, ratings given by the customers and ratings derived from the conversion of semantic analysis would be used for the analysis of customers’ satisfaction on hotel service qua...

Hotels cooperate with third-party websites to enhance their competitive position and attain sustainable development in the era of e-commerce. Furthermore, hotel managers overbook to hedge against last-minute cancellations and customer no-shows. This paper discusses pricing and overbooking strategies of a hotel in the context of cooperation with multiple third-party websites and analyzes how the...

In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing...

This qualitative study is an exploratory attempt to investigate hotel general managers’ (GMs) perceived work–family balance/interface issues from a strategic perspective. Based on 49 in-person, in-depth, in-office, interviews with full-service hotel GMs, the authors identify current strategic issue perceptions (SIPs) of hotel GMs and explore potential relationships between these SIPs and work–f...

The hotel industry is a new developing growing service with huge potential in India for next decade. So far, it has already been an industry of highly ripe development, and the orientation is served in hotel Industry. However, with the increase of the competition, hotel industry must offer good quality services to its customers It is commonly accepted that service industry is viewed as a gauge ...

Operational performance evaluation and process improvement in hotels have been the focus of several studies, a number of which have used Data Envelopment Analysis (DEA) to evaluate the operational performance of hotels in different destinations. This study sets out to evaluate the operational efficiency of twenty-three tourist hotels in Taipei over five years (2003 to 2007) using DEA models and...

relational marketing (rm) is one of the recent concepts in marketing field and aims to increase relationship between industry and consumers to introducing their needs and create maximum value for consumers and firms by offering products and concepts according to their needs. as hospitality industry is one of the most competitive industries and its success is hardly depends on competitive advant...