Nowadays the Internet is the most important source of information and the main channel for buying products. With more than 2.4 billion Internet users worldwide (Internet World Stats, 2012) and the highest population penetration in regions that are most relevant for tourism (see figure 1), it seems obvious, that the internet has been changing the sector in a crucial way since the 1980s and is still gaining importance. Therefore it “can be considered as one of the most influential technologies that changes the behavior of tourists” (Crnojevac, Gugić & Karlovčan, 2010: 41). While nowadays about 33% of all hotel rooms are booked via the Internet (Ricca, 2011) there is also a trend in the direction of booking directly on hotel websites. Efficiency, quality and flexibility convince the tourists, although still quite a large number of them ends up actually buying the product or service offline and only using the Internet as a platform for information exchange. But modern technology has not only changed the tourist’s behavior (for example the online search process also becomes longer and longer due to the great number of websites), but also the way tourism product and service providers organize and plan their marketing and communication strategies as well as how they adapt to constant changes in the needs of customers (Crnojevac, Gugić & Karlovčan, 2010). [...]
Table of Contents
1. E-TOURISM
1.1. THE ROLE OF INTERNET FOR HOTEL BOOKINGS
1.2. MAJOR INFLUENCING FACTORS
1.3. RESULTS OF THE STUDY AND OUTLOOK
2. GREEN HOTELS
2.1. DIMENSIONS AND CRITERIA OF CUSTOMER SATISFACTION
2.2. ROLE OF GREEN FACTORS
2.3. OWN ASSESSMENT
3. CULTURE
3.1. CORPORATE AND NATIONAL CULTURE
3.2. MAJOR CONFLICTS
3.3. INTERCULTURAL MANAGEMENT WITHIN THE HOTEL INDUSTRY
Research Objective and Focus Areas
The report aims to analyze critical contemporary challenges in hotel management, specifically focusing on the influence of digital transformation, the impact of sustainability initiatives on guest satisfaction, and the complexities of managing cross-cultural dynamics within international hospitality organizations.
- The role and evolving influence of E-Tourism in hotel booking behaviors.
- Methods for evaluating customer satisfaction and the effectiveness of "green" attributes.
- The interaction between corporate and national cultures in global hotel chains.
- Strategies for intercultural management and overcoming structural communication conflicts.
Excerpt from the Publication
1.1. The role of Internet for Hotel Bookings
Nowadays the Internet is the most important source of information and the main channel for buying products. With more than 2.4 billion Internet users worldwide (Internet World Stats, 2012) and the highest population penetration in regions that are most relevant for tourism (see figure 1), it seems obvious, that the internet has been changing the sector in a crucial way since the 1980s and is still gaining importance. Therefore it “can be considered as one of the most influential technologies that changes the behavior of tourists” (Crnojevac, Gugić & Karlovčan, 2010: 41). While nowadays about 33% of all hotel rooms are booked via the Internet (Ricca, 2011) there is also a trend in the direction of booking directly on hotel websites. Efficiency, quality and flexibility convince the tourists, although still quite a large number of them ends up actually buying the product or service offline and only using the Internet as a platform for information exchange. But modern technology has not only changed the tourist’s behavior (for example the online search process also becomes longer and longer due to the great number of websites), but also the way tourism product and service providers organize and plan their marketing and communication strategies as well as how they adapt to constant changes in the needs of customers (Crnojevac, Gugić & Karlovčan, 2010).
Summary of Chapters
1. E-TOURISM: This chapter examines the transformation of the travel industry through the internet and how digital channels have altered tourist behavior and marketing strategies.
2. GREEN HOTELS: This section investigates the link between sustainable business practices and customer satisfaction, evaluating whether environmental efforts actually influence guest booking decisions.
3. CULTURE: This chapter analyzes the interplay between national and corporate culture, highlighting the challenges of maintaining a cohesive organizational identity in international settings.
Keywords
E-Tourism, Hotel Bookings, Customer Satisfaction, Green Hotels, Sustainability, Corporate Culture, National Culture, Intercultural Management, Tourism Industry, Digital Transformation, Marketing Strategies, Human Resource Management, Online Booking Behavior, Globalization, Service Quality.
Frequently Asked Questions
What is the fundamental focus of this report?
The report examines current case studies in hotel management, specifically addressing the digital shift in booking behaviors, the practical impact of green initiatives on guest satisfaction, and the challenges of intercultural management.
What are the central thematic areas covered?
The primary themes include the rise of E-Tourism, the evaluation of customer satisfaction through the Tetraclasse model, and the reconciliation of different national values within international hotel operations.
What is the primary research goal?
The goal is to provide an analytical overview of how external factors like technology, sustainability, and cultural identity shape the operational success and management strategies of modern hotels.
Which scientific methods are employed?
The author uses a literature-based analysis of academic studies, combined with critical reflection on industry-standard models and expert research (e.g., Hofstede’s dimensions, Tetraclasse model) to assess current management trends.
What is covered in the main body of the work?
The main body is divided into three key areas: the impact of the internet on booking, the contribution of environmental attributes to customer satisfaction, and the analysis of cultural conflicts within global hospitality chains.
Which keywords characterize this publication?
Key terms include E-Tourism, Green Hotels, Customer Satisfaction, Corporate Culture, Intercultural Management, and Tourism Marketing.
Why did the study on green hotels show unexpected results regarding environmental attributes?
The study found that environmental actions often fell into the "basic" attribute category rather than "plus" attributes, suggesting that while guests view green efforts as a standard expectation, these factors do not essentially drive the primary choice of a hotel.
How does the author define the conflict potential of the "Guanxi" concept?
The author highlights that while Guanxi is a fundamental social concept in China that facilitates business and administration, it is frequently misinterpreted by western management as nepotism or corruption, creating friction in interpersonal relationships among staff.
- Arbeit zitieren
- Laura Herrmann (Autor:in), 2013, Hotel Management. Report on Case Studies, München, GRIN Verlag, https://www.hausarbeiten.de/document/277874
