In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business. Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage. We perform a qualitative analysis of a large hotel in Sicily (IT), the Sporting Club Hotel in the town Cefalù, using the Critical Incident Approach (Hayes, 2008). Through the analysis of this case we evaluate the overall customer satisfaction level for the hotel and for each service supplied. We conclude discussing the result and proposing improvement in customer satisfaction management of the hotel.
PurposeThe purpose of this paper is to analyse the influences of different types of knowledge and their inherent dynamics on the effectiveness of the decision-making (DM) process. Knowledge dynamics (KD) is envisioned through the lens of the knowledge fields theory while effective DM process is objectivised via organisational appreciation and reward, higher business performance, sustainable partnerships and managerial satisfaction with previous achievements.Design/methodology/approachA questionnaire-based survey was conducted with 275 middle managers from companies operating in the business consulting field. The conceptual and structural model was tested using the partial least squares structural equation modelling technique.FindingsThe study advances novel insights into the significant positive influences of various knowledge fields on KD on the DM process within real-life business environments. Even though rational knowledge exerts a noteworthy effect on DM, its influence is exceeded by the KD, which proves that integrating emotional and spiritual knowledge in the decisional equation may become a pivotal input to making good managerial decisions regardless of the level of regulation and standardisation in the field.Research limitations/implicationsThe research relied on threefold knowledge fields as predictors for the DM process, thus providing a starting point for the development of more complex models.Originality/valueThe study emerges as a groundbreaking approach via the integration and application of the knowledge fields theory within a more comprehensive and empirical outlook on the DM process. Simultaneously, it places DM beyond the unidimensional outcomes of rationality and intuition by urging its intricate and interactional nature.
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