We examine the relationship between employee supervision and compensation by taking advantage of the structure of the hotel industry, in which many chains have both company managed and franchised properties. Given that supervision is less rigorous at company managed establishments, we estimate differences in wages and human resource practices not only across company managed and franchised hotel...

This paper examines the relationship between quality certification and performance, and quality certification and size in hotel chains operating in Spain. In an initial phase, a quantitative study is made with secondary and objective data to analyse these relationships. In a second phase, a qualitative analysis is applied to reach a better understanding of the quantitative results. The findings...

Determining and selecting an appropriate location to construct a hotel is one of the most challenging concerns which hotel industry investors are facing with. In this study we attempt to find a suitable response to this research/application need by a mathematical model using the queueing theory and the fuzzy logic. Therefore hotel, the reception system and travelers accommodations are formulate...

Today, service companies like hotel chains, tour operators, insurance companies, and banks have to deal with tough competition in their respective markets. To survive in this situation the companies’ business models, cost reduction initiatives, and efforts for increasing revenues require continuous adjustments. Otherwise, these companies might fall prey to the ongoing consolidation process. Due...

service failure can put companies out of business if attention is not paid to this problem. the purposes of this study were to investigate the explanatory relationships between hotel guests’ perceptions of (a) service failure; (b) service recovery strategies in each service failure situation and behavioral intentions. this study explained the components of service recovery strategies used when ...

The idea for this paper emerged from a presentation at the International Communication Association (ICA) Conference held in Acapulco, Mexico in June of 2000. As a popular tourist destination, Acapulco represented a mix of “global” commerce familiar to world travelers. The conference hotel, owned by the Fairmont Hotel chain headquartered in New York, was one of several luxury resorts that stretc...