Chun-Min Kuo

Exploring the Relationship Between Hotel-Based Service Attribute Importance and Customer Satisfaction at International Conferences in Taiwan

The purpose of this study is to investigate the relationship between the importance of service attributes and customer satisfaction at international conferences. Unlike most previous research, this study considers customers’ perspectives in exploring whether service attribute importance affects customer satisfaction. A questionnaire was distributed to 350 participants at international tourist hotels in Taiwan. Data collected from 267 valid samples were analyzed using exploratory factor analysis and importance performance analysis. The findings from this study provide valuable information for personnel training and strategic marketing in order to increase customer satisfaction in the conference industry.

The dimensions of international hotel employee service attitude and their managerial implications

The purpose of this paper is to determine the dimensions of international hotel employee service attitude and the differences in customer satisfaction with these dimensions among guests from the USA, Japan, and Taiwan, and the resulting practical managerial implications in the area of international hotel operation. Using exploratory factor analysis, service attitude is divided into four dimensions: problem solving, empathic feeling, enthusiastic service, and friendliness. The results of the study reveal that there are significant differences in satisfaction with customer service among three national sets of tourists by the use of ANOVA. These findings are followed by a discussion of their implications for hotel management in the areas of employee recruitment, training, and motivation, with suggestions on how to improve the various dimensions of hotel employee service attitude and thereby, the corresponding customer satisfaction.

Investigating an innovative service with hospitality robots

Purpose The purpose of this study is to identify the factors that influence the development of service robots, and to apply a service innovation strategic mindset to the hotel industry in Taiwan. Design/methodology/approach A mixed-methods approach, combining an expert panel and semi-structured interviews using a SMART SWOT ranking survey, was applied to understand the perspectives of hotel owners and robotics experts. Findings Fifty-three items were collected regarding the demand side of the hospitality market, showing that the Taiwan hospitality industry has good potential to implement service robots. Sixty-one items on the supply side of business were collected, showing that this robotics service can help hotels handle seasonal employment and labor utilization. The SWOT analysis identifies “The fun and curiosity aroused in consumers can enhance the promotion of service robots”, “Lack of talent in system integration”, “Taiwan’s aging society can increase the demand for service robots” and “China and South-east countries have aggressively poached talent in the global robotics market” as key issues. Originality/value Few studies have investigated robotics service for hotels using the six-dimensional service innovation model. This model helps identify six factors and implies that this new service concept can position hotels to better compete by using IT and relationship marketing strategies.

An Application of the Modified SMART‐SWOT Method in Casino Institution — A Case of Penghu Archipelago, Taiwan

As the popularity of recreational gaming increases worldwide, so does controversy over casino introduction in Taiwan. On the Penghu Archipelago, Taiwans most likely candidate for casino development, projected economic benefits are countered by social welfare concerns. The Modified SMART‐SWOT method—used here to evaluate the potential strengths, weaknesses, opportunities, and threats associated with gaming—indicates that building casinos in the Penghu Archipelago will require: (1) emphasis on the quality of life of the Penghu Archipelago residents, (2) international tourism advancement, (3) development of strategies for casino promotion, and (4) enactment of managerial laws and regulations specific to casinos in the Penghu Archipelago. The Modified SMART‐SWOT method can also be employed to compare and rank alternative casino locations.

Human Resource Management Practices and Career Commitment of Interns: An Evidence in the Hotel Industry

Internship is an interdependence mechanism among businesses, educational institutes as well students. Extensive effect of internship such as career commitment is beneficial for all stakeholders. For businesses and students, career commitment reduces re-socialization cost while interns continue career development in their majors after graduation. Besides, graduates gaining jobs in their major field represents an expected performance of educational institutes. Thus, an investigation of factors affecting career commitment is critical. Human resource management (HRM) practices are vital tools to shape attitudes and perceptions of the individuals of organizations. Therefore, the research attempts to figure out effects of each HRM practices on career commitment of students who finished internships.The results showed that training, performance appraisal and motivation were significant predictors to career commitment. The hypotheses were partially supported. The findings were elaborated based on resource-base view, resource dependency theory, expectancy theory as well as motivation theory. Finally, limitations of the research were also explained.

Applying a severity-performance loss analysis in service failure research

This study addresses the shortage of traditional service failure assessment. To strengthen and extend the qualitative interviews and critical incident technique in service encounter research, this study performed a quantitative and graphical “severity-performance loss analysis (SPLA).” The concept of “importance- performance analysis” was used and the frequency and severity of service failures generated from critical incident technique were integrated on a chart to assess service performance loss for different failure categories. The results yield important insights into which failure categories may require attention and effort, and identify service failure categories which offer an advantage, or require continued vigilance. It can help managers identify the service failures and implement more effective and precise improvement strategies in service operations management.

Use of Multimedia to Enhance Service Quality in Hospitality Education

This study evaluates an interactive multimedia instructional program created to aid prospective hospitality students in learning appropriate service quality. A quasi-experimental research model was used to gather data, which were then submitted to the ADDIE (Analyze, Design, Develop, Implement, and Evaluate) calibration method. After a study of selected second-year Level 2 students at a university in Taiwan, the multimedia tool was assessed and modified in order to maximize its instructive quality. Differences between experimental and control groups were evaluated according to their service attitudes and behaviors. The result strongly indicated that the use of a multimedia instructional program can enhance understanding of service quality in hospitality education.

A Study of Performance Appraisal of Employee in International Hotel

Effective development of human resource is one of the keys to organizational success. This requires an accurate procedure for evaluation of employees performance. The main function of performance evaluation is to supply correct information on which the human resource decisions of the organization can be based. However, performance appraisal is usually only uses for salary, promotion and bonus decisions within the organization. Good ”Administration management” should not focus solely on the results of performance evaluation, but should also pay attention to employees incentives and the need for further development. In order to plan the direction is the organization development. Therefore, a perfect system of performance appraisal should include both the function of evaluation and that of development.