Evaluating Information Systems and Technology in a Hotel Company
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AI Summary
In this assignment, a hotel company aims to improve its Information System (IS) and Information Technology (IT) applications to enhance customer loyalty and increase revenue. The company has introduced a booking system through websites and apps, and it plans to use one percent of billable expenses for charity works. To achieve this goal, the company needs to maintain proper data storage and communication systems. IT plays a crucial role in planning, management, operation, and policy-making. The study highlights the importance of IS and IT in the hotel industry, emphasizing that without proper IT planning and implementation, companies may face problems like maintaining guest details and calculating worker attendance. The company is recommended to introduce WiFi services in hotel rooms and a kids' section to attract more customers. These recommendations aim to increase customer loyalty and revenue.
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BUSINESS REPORT ON “STAY TOGETHER”
1
1
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Executive Summary
For every business entity, it is essential to introduce customer loyalty program to check
their improvement in the respective markets. In recent studies over hotel business customer
loyalty is really important for their market reputation. In a recent study over the customer loyalty
program some policies have been discussed through the policies of a particular hotel group. A
group of ten hotel chains have decided to merge their companies and form a new chain named
Stay Together. In order to sustain and achieve great results in the competitive market, the
managements have decided to introduce some policies. In this work the outcomes of the policies
has been thoroughly scrutinised using expert opinions. The company have introduced several
rebate scheme like, free airline facilities for loyal customers, free breakfast and dinner if the
hotel has kitchen or standard restaurant, rebates on selected airlines. The rebates are all
thoroughly analised and recommendations have been made in order to improve the hotel
business.
2
For every business entity, it is essential to introduce customer loyalty program to check
their improvement in the respective markets. In recent studies over hotel business customer
loyalty is really important for their market reputation. In a recent study over the customer loyalty
program some policies have been discussed through the policies of a particular hotel group. A
group of ten hotel chains have decided to merge their companies and form a new chain named
Stay Together. In order to sustain and achieve great results in the competitive market, the
managements have decided to introduce some policies. In this work the outcomes of the policies
has been thoroughly scrutinised using expert opinions. The company have introduced several
rebate scheme like, free airline facilities for loyal customers, free breakfast and dinner if the
hotel has kitchen or standard restaurant, rebates on selected airlines. The rebates are all
thoroughly analised and recommendations have been made in order to improve the hotel
business.
2
Table of Contents
Introduction......................................................................................................................................4
Rationale..........................................................................................................................................4
Assumptions....................................................................................................................................4
Methodology....................................................................................................................................5
Findings...........................................................................................................................................5
Analysis...........................................................................................................................................6
Recommendation.............................................................................................................................8
Conclusion.......................................................................................................................................9
Reference List................................................................................................................................10
3
Introduction......................................................................................................................................4
Rationale..........................................................................................................................................4
Assumptions....................................................................................................................................4
Methodology....................................................................................................................................5
Findings...........................................................................................................................................5
Analysis...........................................................................................................................................6
Recommendation.............................................................................................................................8
Conclusion.......................................................................................................................................9
Reference List................................................................................................................................10
3
Introduction
It is essential for any business to understand the need of the policies to enhance the
efficiency of that business. These management decisions need to rectify the problems and make a
better business plan for the betterment of the company. Main motto of this report is to illuminate
the policies and the problems that come because of the decisions that are taken by the
management. To enhance the economical condition as well as the infrastructural condition, it is
very important to take some decisions to change the current condition of the company.
Management need to focus not only in the policies but also the consequences that follow the
policies.
Rationale
The reasons behind conducting this study are to create a proper idea about the
improvement in hotel business as well as to illuminate the positive and negative outcomes of the
policies that are taken by the authorities. It is also described here that if the decisions are not
made carefully, it will drastically affect the reputation of the company. It will also hamper the
customer relationship and that will put a direct effect over the economical condition of the
company. The main discussion of this report is the schemes of an organisation named Stay
Together which has launched the scheme Stay Together Loyalty and its outcomes in the
economic market.
Assumptions
In any business there are certain assumptions that every company should take care. There
are certain requirements that every company need to match in order to sustain in the business
environment. There are legislative requirements which need to fulfil by every company. There
are other aspects also in which the companies should concentrate their thoughts. Matters such as
safety of the customers, customer loyalty; transparency of the company is very important and
essential matter to look into. In hotel business the relationship with the customer is very
important. Main quality that a customer checks is that the value of their money, the products and
the facilities they receive against their money. It is also very important to satisfy the guests to
4
It is essential for any business to understand the need of the policies to enhance the
efficiency of that business. These management decisions need to rectify the problems and make a
better business plan for the betterment of the company. Main motto of this report is to illuminate
the policies and the problems that come because of the decisions that are taken by the
management. To enhance the economical condition as well as the infrastructural condition, it is
very important to take some decisions to change the current condition of the company.
Management need to focus not only in the policies but also the consequences that follow the
policies.
Rationale
The reasons behind conducting this study are to create a proper idea about the
improvement in hotel business as well as to illuminate the positive and negative outcomes of the
policies that are taken by the authorities. It is also described here that if the decisions are not
made carefully, it will drastically affect the reputation of the company. It will also hamper the
customer relationship and that will put a direct effect over the economical condition of the
company. The main discussion of this report is the schemes of an organisation named Stay
Together which has launched the scheme Stay Together Loyalty and its outcomes in the
economic market.
Assumptions
In any business there are certain assumptions that every company should take care. There
are certain requirements that every company need to match in order to sustain in the business
environment. There are legislative requirements which need to fulfil by every company. There
are other aspects also in which the companies should concentrate their thoughts. Matters such as
safety of the customers, customer loyalty; transparency of the company is very important and
essential matter to look into. In hotel business the relationship with the customer is very
important. Main quality that a customer checks is that the value of their money, the products and
the facilities they receive against their money. It is also very important to satisfy the guests to
4
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improve the reputation of the Hotel. The importance of the advertisement of all the assets to the
customers is very much essential to develop the business. So, it is very essential for the
companies to illuminate their thoughts with this fact.
Methodology
In this report the main job of the critic is to analyse the policies and the decisions, and to
discuss their probable outcomes in terms of satisfying of the guests. Through several facts and
critical assessments the outcomes of several schemes are discussed. The positive aspects of the
schemes and how that put an impact on the improvement of the organisation is also discussed by
some experts’ opinions. The negative aspects of those schemes and the probable decreased
economical conditions also illuminated by the thoughts of the critics.
Findings
The organisation which is under the observation is a group of ten hotel chains. They have
decided to merge their business in order to tackle the market pressure in low price hotels. The
new chain that they have reformed is called Stay Together. They have the facilities of
Backpackers to Luxurious Suits and they are scattered all over the world. In order to tackle the
down market situation, the company has decided to market their hotels through some popular
websites. As a result of this action and because of a huge competition in that sector, they have
received a severe amount of reduction in their profit. They also faced a problem in their market
reputation.
In order to tackle the situation the company managements have taken some decisions. For
improving their contemporary condition, they have launched a new customer loyalty scheme
which is called “Stay Together Loyalty”. According to the managements, customers will be
rewarded with airport transfers, free nights and car parking on site. They have introduced many
schemes in order to improve the customer satisfaction. They have included a scheme that will
provide with free buffet breakfast and dinner if the hotel has a kitchen or a standard restaurant.
This will also be added to the dollar value, earned per customer. They have also proposed that
some selected and exclusive restaurant will charge extra. They are also partnering their business
with several airline companies. As a result, they are offering to the customers that, if the
5
customers is very much essential to develop the business. So, it is very essential for the
companies to illuminate their thoughts with this fact.
Methodology
In this report the main job of the critic is to analyse the policies and the decisions, and to
discuss their probable outcomes in terms of satisfying of the guests. Through several facts and
critical assessments the outcomes of several schemes are discussed. The positive aspects of the
schemes and how that put an impact on the improvement of the organisation is also discussed by
some experts’ opinions. The negative aspects of those schemes and the probable decreased
economical conditions also illuminated by the thoughts of the critics.
Findings
The organisation which is under the observation is a group of ten hotel chains. They have
decided to merge their business in order to tackle the market pressure in low price hotels. The
new chain that they have reformed is called Stay Together. They have the facilities of
Backpackers to Luxurious Suits and they are scattered all over the world. In order to tackle the
down market situation, the company has decided to market their hotels through some popular
websites. As a result of this action and because of a huge competition in that sector, they have
received a severe amount of reduction in their profit. They also faced a problem in their market
reputation.
In order to tackle the situation the company managements have taken some decisions. For
improving their contemporary condition, they have launched a new customer loyalty scheme
which is called “Stay Together Loyalty”. According to the managements, customers will be
rewarded with airport transfers, free nights and car parking on site. They have introduced many
schemes in order to improve the customer satisfaction. They have included a scheme that will
provide with free buffet breakfast and dinner if the hotel has a kitchen or a standard restaurant.
This will also be added to the dollar value, earned per customer. They have also proposed that
some selected and exclusive restaurant will charge extra. They are also partnering their business
with several airline companies. As a result, they are offering to the customers that, if the
5
customers use the selected airlines to travel, they will be rewarded with the money rebates.
Customers can also choose credits for the free nights. They also have introduced a social
program in their scheme. In this scheme they have included customers also. According to them
customers can include themselves in this charity program where the one percent of the billable
expense of the customer will go the charity. According to the managements, this proposals and
schemes will definitely boost their success rate in this highly competitive market.
Analysis
Analysing the company policies, several outcome revealed, which are related to the
schemes that has taken by the company Stay Together. As it is described earlier, the scheme
called Stay Together Loyalty has its effect over improvement of the company. In this section the
analytical has been broken into four parts. In these parts several outcomes of those schemes in
the above mentioned company has been thoroughly described.
Rebate
This part of the analytical work is the most important as it is vastly described in
the scheme which has been described by the company. According to the mentioned scheme, the
company has proposed to give out free accommodation and free airline transport to the loyal
customers. This is a huge consumer friendly scheme because the loyal customers will be
benefited by the scheme by huge margin. In the opinion of Gilmore & Pine (2002), it is a great
advertisement for the organisation to invoke this scheme and more and more customers will be
attracted to the hotel. Though it is may be considered very much beneficial to the authorities, but
it has its dark sides also. To give away this scale of rebates the company should not decrease the
economical target they want to achieve. If the company give away schemes like that without
thinking the economical condition of the company it will fetch the disastrous result to the
company. The main motto of the company is to keep their revenue earning high .According to
Dowling & Uncles (1997), if the customers are too much attracted to the scheme related rooms
and facilities, the total revenue of the company will be decreased drastically and that will affect
the company. The future of the company will depend upon the revenue collection, if it is
hampered due to an ill planned scheme, it will affect the company in economic market and it will
hit the hotel’s reputation severely.
6
Customers can also choose credits for the free nights. They also have introduced a social
program in their scheme. In this scheme they have included customers also. According to them
customers can include themselves in this charity program where the one percent of the billable
expense of the customer will go the charity. According to the managements, this proposals and
schemes will definitely boost their success rate in this highly competitive market.
Analysis
Analysing the company policies, several outcome revealed, which are related to the
schemes that has taken by the company Stay Together. As it is described earlier, the scheme
called Stay Together Loyalty has its effect over improvement of the company. In this section the
analytical has been broken into four parts. In these parts several outcomes of those schemes in
the above mentioned company has been thoroughly described.
Rebate
This part of the analytical work is the most important as it is vastly described in
the scheme which has been described by the company. According to the mentioned scheme, the
company has proposed to give out free accommodation and free airline transport to the loyal
customers. This is a huge consumer friendly scheme because the loyal customers will be
benefited by the scheme by huge margin. In the opinion of Gilmore & Pine (2002), it is a great
advertisement for the organisation to invoke this scheme and more and more customers will be
attracted to the hotel. Though it is may be considered very much beneficial to the authorities, but
it has its dark sides also. To give away this scale of rebates the company should not decrease the
economical target they want to achieve. If the company give away schemes like that without
thinking the economical condition of the company it will fetch the disastrous result to the
company. The main motto of the company is to keep their revenue earning high .According to
Dowling & Uncles (1997), if the customers are too much attracted to the scheme related rooms
and facilities, the total revenue of the company will be decreased drastically and that will affect
the company. The future of the company will depend upon the revenue collection, if it is
hampered due to an ill planned scheme, it will affect the company in economic market and it will
hit the hotel’s reputation severely.
6
According to the company there are more rebates applied in other facilities as well. It is
declared by the company that the customers will receive free buffet breakfast and dinner if the
selected hotel has a kitchen or a standard restaurant in the site. This scheme can have an impact
on the company in both positive and negative ways. Wastage of food is a big concern that circles
around the hotel business. It is opined by Halloran et al. (2014) that it is possible to reduce the
wastage of food if a company is ready to give away free breakfast and dinner service. It can
improve the social and economical value of a hotel business. Increasing the supply of food will
increase the availability of the amount of the fresh food in the hotel. According to Poku, Zahari
& Soali (2013), it is extremely important to maintain the qualities of the facilities. The fresh food
can give satisfaction to the appetites of the customers and it is very much important for
increasing the reputation of the company. On the other hand, it also has some issues that can
hamper the hotel business drastically. It can happen that people will tend to avail free food
section and will reduce food which they need to pay. That will hit the revenue earning of the
hotel very hardly. In another business plan the company has introduced another plan about a
collaborative act with an airline company. In this plan they have planned that the loyal customers
who will use the selected airline facility will receive one night free accommodation or free meals
in the hotel. It can have some negative impacts over the company. This system may be able to
hamper the customers who cannot afford the airline fares which have been selected by the
company. As a result a huge fall in the amount of the hotel revenue can happen. On the other
hand, by introducing this scheme, the customer may think that the hotel company is entertaining
one kind of people in the society. That will hamper the hotel’s reputation severely.
Information System
Customer loyalty program cannot happen if a company has issues on data storing system.
Managements cannot rectify proper loyal customers if they do not have proper data about them.
The company also has the program of charity in their schemes. In that sector they have promised
that one percent of the billable expense of the loyal customers will be used for charity works. As
without proper data maintenance company cannot afford to have such programs, the efficacy of
the IS system correlates to the effectiveness of their strategy implementation. According to
Gurbaxani & Whang (1991), it is essential for the company to improve the IS as it is extremely
important to have a healthy communication among all the sectors of the company. Ignoring the
communication and ignoring the storage system of the company leads to catastrophe and the
7
declared by the company that the customers will receive free buffet breakfast and dinner if the
selected hotel has a kitchen or a standard restaurant in the site. This scheme can have an impact
on the company in both positive and negative ways. Wastage of food is a big concern that circles
around the hotel business. It is opined by Halloran et al. (2014) that it is possible to reduce the
wastage of food if a company is ready to give away free breakfast and dinner service. It can
improve the social and economical value of a hotel business. Increasing the supply of food will
increase the availability of the amount of the fresh food in the hotel. According to Poku, Zahari
& Soali (2013), it is extremely important to maintain the qualities of the facilities. The fresh food
can give satisfaction to the appetites of the customers and it is very much important for
increasing the reputation of the company. On the other hand, it also has some issues that can
hamper the hotel business drastically. It can happen that people will tend to avail free food
section and will reduce food which they need to pay. That will hit the revenue earning of the
hotel very hardly. In another business plan the company has introduced another plan about a
collaborative act with an airline company. In this plan they have planned that the loyal customers
who will use the selected airline facility will receive one night free accommodation or free meals
in the hotel. It can have some negative impacts over the company. This system may be able to
hamper the customers who cannot afford the airline fares which have been selected by the
company. As a result a huge fall in the amount of the hotel revenue can happen. On the other
hand, by introducing this scheme, the customer may think that the hotel company is entertaining
one kind of people in the society. That will hamper the hotel’s reputation severely.
Information System
Customer loyalty program cannot happen if a company has issues on data storing system.
Managements cannot rectify proper loyal customers if they do not have proper data about them.
The company also has the program of charity in their schemes. In that sector they have promised
that one percent of the billable expense of the loyal customers will be used for charity works. As
without proper data maintenance company cannot afford to have such programs, the efficacy of
the IS system correlates to the effectiveness of their strategy implementation. According to
Gurbaxani & Whang (1991), it is essential for the company to improve the IS as it is extremely
important to have a healthy communication among all the sectors of the company. Ignoring the
communication and ignoring the storage system of the company leads to catastrophe and the
7
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company can fall hard on their own faults. Information System in hotel business plays an
important role in planning, management, operation and policy making. In this company the
schemes that have been planned to undertake, must have a healthy system. In the opinion of Ip,
Leung & Law (2011), data protection system is also very much important in the case scenario of
the mentioned company.
Information Technology
The managements wanted to advertise their company through some popular websites and
apps. In order to maintain that process it is necessary to have some good IT applications and
employees in the company. Introduction of the website booking is very much effective in the
modern day market in the hotel business. Through this concept the mentioned company can
advertise the special companies which they have introduced. Having a proper Information
Technology (IT) application is essential for any business. In the words of Ham, Kim & Jeong
(2005), without proper IT planning and implementation companies may face several problems
like inaccuracy in maintaining guest details, problems of calculating the large number of
workers’ attendance and to maintaining their account. In the above mentioned company, the
managements have taken decisions to apply some schemes and the customer loyalty is very
important in that scheme. According to Law, Leung & Buhalis (2005), in order to maintain the
details about the present and past customers, the management needs to maintain a good IT
environment in the company. In the above description of IS and IT the differences between them
is very much clear. Information system can be many things like communication, data storage. It
can be done manually or with the help of technology. However, Information Technology refers
to the technologies which include software and hardware. Introducing both IT and IS are very
much beneficial for the company.
Recommendation
In order to maintain the growth of the company, managements might consider
introducing the wifi service in the hotel rooms. As it is declared by the company to introduce the
booking system through websites, it is important to provide internet facilities to the customers.
This can be hugely beneficial for the customers who arrive for business purpose. On the other
hand, customers appearing for vacation purpose, having a free wifi connection in their room will
help them on their holiday planning. Nowadays it is crucial in every aspect to have a fast and
8
important role in planning, management, operation and policy making. In this company the
schemes that have been planned to undertake, must have a healthy system. In the opinion of Ip,
Leung & Law (2011), data protection system is also very much important in the case scenario of
the mentioned company.
Information Technology
The managements wanted to advertise their company through some popular websites and
apps. In order to maintain that process it is necessary to have some good IT applications and
employees in the company. Introduction of the website booking is very much effective in the
modern day market in the hotel business. Through this concept the mentioned company can
advertise the special companies which they have introduced. Having a proper Information
Technology (IT) application is essential for any business. In the words of Ham, Kim & Jeong
(2005), without proper IT planning and implementation companies may face several problems
like inaccuracy in maintaining guest details, problems of calculating the large number of
workers’ attendance and to maintaining their account. In the above mentioned company, the
managements have taken decisions to apply some schemes and the customer loyalty is very
important in that scheme. According to Law, Leung & Buhalis (2005), in order to maintain the
details about the present and past customers, the management needs to maintain a good IT
environment in the company. In the above description of IS and IT the differences between them
is very much clear. Information system can be many things like communication, data storage. It
can be done manually or with the help of technology. However, Information Technology refers
to the technologies which include software and hardware. Introducing both IT and IS are very
much beneficial for the company.
Recommendation
In order to maintain the growth of the company, managements might consider
introducing the wifi service in the hotel rooms. As it is declared by the company to introduce the
booking system through websites, it is important to provide internet facilities to the customers.
This can be hugely beneficial for the customers who arrive for business purpose. On the other
hand, customers appearing for vacation purpose, having a free wifi connection in their room will
help them on their holiday planning. Nowadays it is crucial in every aspect to have a fast and
8
efficient internet connection and the guests might expect to have an internet connection in their
rooms. After introducing this facility, the company must compare the attendance of the
customers to check the number of loyal customers and it will be measurable the effectiveness of
that implementation by that. It is very easy for the managements to introduce the internet facility
within the hotel rooms with the help of the routers and it can achieve with minimum cost. It is
quite realistic to apply this facility because the modern world requires very strong connectivity
and it is not available without internet connection.
On the other hand the managements can introduce a kids section in every hotel. Implementing a
play zone or a kid’s park for the kids may increase the attraction of that hotel. Introducing kids
section is not very difficult because it can be achieve with some video games and galleries. It is
also very much realistic as it is very beneficial to improve the attraction of the hotel.
Managements should introduce these recommended facilities in few months to achieve a higher
revenue for their company.
Conclusion
Through the study on the business policies that has been scrutinised thoroughly, it is clear
that the outcomes of the undertaken policies may hamper the company if it is not implemented in
proper way. The above mentioned company may face the discussed problems because of the
implemented plans and to counter that the company should implement the policies carefully.
Managements must understand the importance of the policies as well as the main needs of the
guests. If it is possible for them to balance them properly, the company can achieve the target
revenue.
9
rooms. After introducing this facility, the company must compare the attendance of the
customers to check the number of loyal customers and it will be measurable the effectiveness of
that implementation by that. It is very easy for the managements to introduce the internet facility
within the hotel rooms with the help of the routers and it can achieve with minimum cost. It is
quite realistic to apply this facility because the modern world requires very strong connectivity
and it is not available without internet connection.
On the other hand the managements can introduce a kids section in every hotel. Implementing a
play zone or a kid’s park for the kids may increase the attraction of that hotel. Introducing kids
section is not very difficult because it can be achieve with some video games and galleries. It is
also very much realistic as it is very beneficial to improve the attraction of the hotel.
Managements should introduce these recommended facilities in few months to achieve a higher
revenue for their company.
Conclusion
Through the study on the business policies that has been scrutinised thoroughly, it is clear
that the outcomes of the undertaken policies may hamper the company if it is not implemented in
proper way. The above mentioned company may face the discussed problems because of the
implemented plans and to counter that the company should implement the policies carefully.
Managements must understand the importance of the policies as well as the main needs of the
guests. If it is possible for them to balance them properly, the company can achieve the target
revenue.
9
Reference List
Anderson, C. K., & Xie, X. (2010). Improving hospitality industry sales: Twenty-five years of
revenue management. Cornell Hospitality Quarterly, 51(1), 53-67.
Dowling, G. R., & Uncles, M. (1997). Do customer loyalty programs really work?. Sloan
management review, 38(4), 71.
Gilmore, J. H., & Pine, B. J. (2002). Differentiating hospitality operations via experiences: Why
selling services is not enough. The Cornell Hotel and Restaurant Administration
Quarterly, 43(3), 87-96.
Gurbaxani, V., & Whang, S. (1991). The impact of information systems on organizations and
markets. Communications of the ACM, 34(1), 59-73.
Halloran, A., Clement, J., Kornum, N., Bucatariu, C., & Magid, J. (2014). Addressing food waste
reduction in Denmark. Food Policy, 49, 294-301.
Ham, S., Kim, W. G., & Jeong, S. (2005). Effect of information technology on performance in
upscale hotels. International Journal of Hospitality Management, 24(2), 281-294.
Ip, C., Leung, R., & Law, R. (2011). Progress and development of information and
communication technologies in hospitality. International Journal of Contemporary Hospitality
Management, 23(4), 533-551.
Law, R., Leung, R., & Buhalis, D. (2009). Information technology applications in hospitality and
tourism: a review of publications from 2005 to 2007. Journal of Travel & Tourism Marketing,
26(5-6), 599-623.
Lee, J. J., Capella, M. L., Taylor, C. R., & Gabler, C. B. (2014). The financial impact of loyalty
programs in the hotel industry: A social exchange theory perspective. Journal of Business
Research, 67(10), 2139-2146.
Poku, K., Zakari, M., & Soali, A. (2013). Impact of service quality on customer loyalty in the
hotel industry: an empirical study from Ghana. International Review of Management and
Business Research, 2(2), 600-609.
10
Anderson, C. K., & Xie, X. (2010). Improving hospitality industry sales: Twenty-five years of
revenue management. Cornell Hospitality Quarterly, 51(1), 53-67.
Dowling, G. R., & Uncles, M. (1997). Do customer loyalty programs really work?. Sloan
management review, 38(4), 71.
Gilmore, J. H., & Pine, B. J. (2002). Differentiating hospitality operations via experiences: Why
selling services is not enough. The Cornell Hotel and Restaurant Administration
Quarterly, 43(3), 87-96.
Gurbaxani, V., & Whang, S. (1991). The impact of information systems on organizations and
markets. Communications of the ACM, 34(1), 59-73.
Halloran, A., Clement, J., Kornum, N., Bucatariu, C., & Magid, J. (2014). Addressing food waste
reduction in Denmark. Food Policy, 49, 294-301.
Ham, S., Kim, W. G., & Jeong, S. (2005). Effect of information technology on performance in
upscale hotels. International Journal of Hospitality Management, 24(2), 281-294.
Ip, C., Leung, R., & Law, R. (2011). Progress and development of information and
communication technologies in hospitality. International Journal of Contemporary Hospitality
Management, 23(4), 533-551.
Law, R., Leung, R., & Buhalis, D. (2009). Information technology applications in hospitality and
tourism: a review of publications from 2005 to 2007. Journal of Travel & Tourism Marketing,
26(5-6), 599-623.
Lee, J. J., Capella, M. L., Taylor, C. R., & Gabler, C. B. (2014). The financial impact of loyalty
programs in the hotel industry: A social exchange theory perspective. Journal of Business
Research, 67(10), 2139-2146.
Poku, K., Zakari, M., & Soali, A. (2013). Impact of service quality on customer loyalty in the
hotel industry: an empirical study from Ghana. International Review of Management and
Business Research, 2(2), 600-609.
10
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