Quality Assurance at Hotel Management Tertiary Institutions in Australia: An Insight Into Factors Behind Domestic and International Student Satisfaction

Frawley, Tom; Goh, Edmund; Law, Rob

doi:10.1080/10963758.2018.1480961

Cited by 43 publications

(13 citation statements)

References 38 publications

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“…The function of physical environment plays an important role in assessment of quality of a company (Arora et al, 2017; Cockrill et al, 2008; Frawley et al, 2018]). This is especially critical in the prepurchase stage where customers rely on tangible cues to evaluate the quality (Harris and Ezeh, 2008; Sweeney et al, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels

Lemy

Goh²,

Jie

2019

Journal of Vacation Marketing

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This study developed and empirically tested a model to explore the relationships between contact personnel, physical environment, service quality, relationship quality, service innovation, and customer loyalty in Indonesia five-star hotels. Structural equation modeling was conducted on data collected from 596 hotel guests staying at five-star hotels in Jakarta, Indonesia. Results indicated significant relationships between contact personnel and service quality, service quality and customer loyalty, and the moderating effect of service innovation on the interaction of service quality and customer loyalty. It is important for hotel management to focus on service excellence, as it will transpire into guest satisfaction, trust, and commitment from the customer, thus, enhancing the relationship quality between the customer and the hotel. This study demonstrated that service innovation can allow the hotel industry to see beyond the silo mentality of good service and focus on greater value proposition in the business model to increase customer loyalty.

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Section: Literature Reviewmentioning

confidence: 99%

Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels

Lemy

Goh²,

Jie

2019

Journal of Vacation Marketing

Self Cite

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“…To be safe is to feel free from unnecessary worries, since there are people whose main concern is the guarding and protection of oneself and one's properties and values [26]. This is of particular psychological importance for both hotel staff and customers [27]. According to Baker, Bradley, and Huyton [28], hotels hire staff who are trained in ensuring the security of the unit, of employees, and of customer property.…”

Section: Literature Review 21 Safety and Security Conceptualizationmentioning

confidence: 99%

Aspects Regarding Safety and Security in Hotels: Romanian Experience

et al. 2021

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This study investigates safety and security from the perspective of Romanian tourists by assessing the level of importance that tourists give to safety and security depending on the level of classification of the services they experienced and the generation to which they belong. We used a quantitative research method in the form of a questionnaire and analysed eight dimensions of safety and security: detectors, emergency preparedness, medical preparedness, staff security, guestroom security, pool and beach security, hotel access control, and cyber security. We identified the differences between tourists’ perception of safety and security depending on the level of classification of accommodation services and on generation.

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“…Studies have shown that EL enhances students' learning experience, satisfaction and employability (Frawley, Goh, and Law 2019;Jackson and Collings 2018;Bosco and Ferns 2014). The efficacy of EL beyond the classroom has been demonstrated in learning activities such as WIL, including internships (Dressler, Cedercreutz, and Pacheco 2011), field trips (Goh and Ritchie 2011), organising events (Kim, Lin, and Qiu 2015), community-based service learning (Mak, Lau, and Wong 2017), and location-based learning (Croy 2009).…”

Section: Experiential Learning and Wilmentioning

confidence: 99%

Integrating authentic assessment tasks in work integrated learning hospitality internships

Nyanjom

Goh

Yang

2020

Journal of Vocational Education & Training

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Internship as part of work-integrated learning (WIL) is a critical curriculum component in higher education to better prepare for the future workforce. To assess WIL, educators typically select authentic assessments such as reflective journals and managerial reports to solve existing workplace problems. Despite the academic discourse supporting the use of internships, a paucity of studies has investigated the role of formal assessments embedded into internship subjects. In this paper, we evaluate the perceptions of hospitality and tourism undergraduates towards the effectiveness of assessments as part of their WIL internship programme. Focus group sessions were conducted with internship university students (n = 29) in Australia over a cross-sectional longitudinal period of 3 years. Our thematic analysis revealed three key themes: authenticity of assessment design, challenges with work-study-life balance, and the level of industry involvement in assessment. This study contributes to the body of knowledge in relation to how compulsory assessment tasks can be effectively integrated into WIL internships to positively influence the experiential learning outcomes of students.

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Quality Assurance at Hotel Management Tertiary Institutions in Australia: An Insight Into Factors Behind Domestic and International Student Satisfaction

Cited by 43 publications

References 38 publications

Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels

Moving out of the silo: How service quality innovations can develop customer loyalty in Indonesia’s hotels

Aspects Regarding Safety and Security in Hotels: Romanian Experience

Integrating authentic assessment tasks in work integrated learning hospitality internships

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