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2010 | nr 14 | 123--131
Tytuł artykułu

Service Value in Hospitality Industry

Treść / Zawartość
Warianty tytułu
Wartość dla klienta w sektorze hotelarskim
Języki publikacji
EN
Abstrakty
Dostarczenie klientowi produktu o odpowiednim współczynniku "cena - jakość" jest kluczem do sukcesu w wielu sektorach gospodarki. Również menedżerowie przedsiębiorstw hotelarskich powinni w swoich działaniach uwzględniać elementy łańcucha wartości. W artykule przedstawiono przykłady polityki jakości w przedsiębiorstwach hotelarskich zrzeszonych w Łotewskim Związku Hotelarzy i Restauratorów. (abstrakt oryginalny)
EN
The unique characteristics of service, which include - intangibility, inseparability, heterogeneity, perishability, made it necessary to propound a new dimension of value chain. The value chain required in the service industry is different from that of the manufacturing industry and is built up on value co-creation system. The research conducted does not give a complete picture about the situation on the hotel market in Latvia, but it gives an overview, what the main values for hotel managers in Latvia are. As it was mentioned before there are very few investigations about customer value and services value, further work should be done and the information gained will be used during the next stage of the research, which is to develop a model for maximizing a service value in hospitality industry. (fragment of text)
Rocznik
Numer
Strony
123--131
Opis fizyczny
Twórcy
  • School of Business Administration Turiba, Latvia
Bibliografia
  • Y. Ekinci, P. Prokopaki, C. Cobanoglu, Service quality in Cretan accommodations: marketing strategies for UK holiday market, "International Journal of Hospitality Management" 2003, No. 22, pp. 47-66.
  • B. Looy, Service Management. An integrated Approach, Pearson Education Limited, 2003.
  • V. Minghetti, Building customer value in the hospitality industry: towards the definition of a customer-centric information system, "Information Technology & Tourism" 2003, No. 6, pp. 141-152.
  • H. Nasution, F. Mavondo, Customer value in the hotel industry: What managers believe they deliver and what customer experience, "International Journal of Hospitality Management" 2008, No. 27, pp. 204-213.
  • F. Saleh, C. Ryan, Analyzing service quality in the hospitality industry using the SERQUAL model, "Service Industries Journal" 1991, No. 11, pp. 324-343.
  • J. Sanchez, L. Callarisa, R.M. Rodriguez, M.A. Moliner, Perceived value of the purchase of a tourism product, "Tourism Management" 2005, No. 27, pp. 394-409.
  • H. Nasution, F. Mavondo, Customer value in the hotel industry: What managers believe they deliver and what customer experience, "International Journal of Hospitality Management" 2008, No. 27, pp. 204-213.
  • D.J. Flint, R.B. Woodruff, S.F. Gardial, Customer value change in industrial marketing relationships: a call for new strategies and research, "Industrial Marketing Management" 1997, No. 26 (2), pp. 163-175.
  • P. Kotler, Marketing Management: Analysis, Planning, Implementation and Control, Englewood Clifs, Prentice-Hall, NJ 1997.
  • E. Gabriel, Choosing an Epistemic Stance, "The African Journal of Finance and Management" 2003, No. 11, pp. 59-64.
  • S.F. Slater, J.C. Narver, Intelligence generation and superior customer value, "Journal of Academy of Marketing Science" 2000, No. 28, pp. 120-127.
  • J.B. Quinn, C.E. Cagnon, Will services follow manufacturing into decline? "Harvard Business Review", Nov-Dec 1986, pp. 95-103.
  • C. Gronroos, Service Management and Marketing: Managing the Moments of Truth in Service Competition, John Wiley & Sons, 1990.
  • M. Bruhn, Services Marketing: Managing the Service Value Chain, FT Prentice Hall, 2005.
  • M.E. Porter, Competitive Advantage: Creating and sustaining superior Performance, The Free Press, New York 1985.
Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
bwmeta1.element.ekon-element-000171359049

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