No abstract

The hospitality industry in general and hotels in particular attend to diverse guests and their expectations. The satisfaction of all hotels guests and retaining them as a loyal customer, given their different profiles, is imperative but challenging to the sector. This study aims to address this very issue by trying to establish the relationship amongst, customer satisfaction, loyalty, demographic and tripographic attributes by focusing on the hotel guests who stayed in star rated hotels in Ethiopia. Satisfaction was measured as satisfaction with the product, satisfaction with the employees and overall satisfaction. Likewise, customer loyalty was measured with the likelihood of customers to return to the same hotel in the future. “A total of 1200 questionnaires distributed to 40 hotels out of which 415 hotel guests responded, by completing the questionnaires”. “The result of inferential statistical techniques reveals that there were significant positive relationships between the customer satisfaction variables” (products .488; p<0.001; staff .460; p<0.001), and the customer’s willingness to stay in the same hotel again.” Though all variables of “customer satisfaction affected customer loyalty, the overall satisfaction variable had the highest standardized coefficient (0.328) with a statistical significance (p < 0.01), followed by satisfaction with the product (.227, p<.01), and satisfaction with employees (.190, p<.01). There was also no statistically significant difference (p>.05) in the mean scores of the customer satisfaction and loyalty across the gender, age, marital status and employment type groups of respondents. With regards to the tripographic variables, there was a statistically significant difference (P<.05) in the mean scores of both the customer satisfaction and loyalty across the staying preference of rated hotel types of customers. Additionally, there was a statistically significant difference (p>.05) in the mean scores of customer loyalty across a source of information on the hotel group of respondents. Hotel managers in Ethiopia need to look at the importance of segmentation of guest based on their demographics and tripographic factors so that they provide personalized service to enhance their customers’ satisfaction that could lead to their loyalty.

Objetivo: El objetivo del presente estudio fue desarrollar un modelo predictivo que identifique la condición física y antropométrica que prediga mejor el estado y las posiciones de juego (N=400; 15–17 años) en el programa de desarrollo del fútbol juvenil masculino etíope. Métodos. La medición antropométrica en términos de masa, altura, grasa corporal relativa y composición corporal derivada se realizó utilizando las pautas de la Sociedad Internacional para el Avance de la Cineantropometría (ISAK). El estado físico se midió mediante pruebas de velocidad (10 metros, 20 metros y 40 metros planos), la prueba de agilidad de Illinois, la prueba de salto vertical y el VO2 máximo estimado. Se utilizó ANOVA factorial para probar las relaciones entre la residencia de los jugadores, la posición y los respectivos términos de interacción. Además, se utilizó el análisis discriminante para identificar las variables que contribuyeron a las selecciones. Resultados. Los jugadores de residencias de campamentos deportivos fueron significativamente diferentes en todos los atributos antropométricos, así como en los atributos de condición física en p<0.05 excepto en el VO2 máx. El porcentaje de jugadores correctamente clasificados en los grupos originales fue ligeramente inferior al porcentaje calculado tras el análisis realizado para la muestra total (86%) y tras el cálculo por posiciones (86-90%). Conclusión. El estudio concluyó que la velocidad evaluada en 10 m, 40 m, salto vertical y altura fueron los atributos discriminados de los jugadores por unidad residencial en los jugadores de fútbol juveniles etíopes. Se recomienda que los atributos antropométricos y de aptitud física sean importantes en la evaluación y selección de jugadores de fútbol jóvenes con potencial para una selección de rendimiento de alto nivel.

Orientation: Nonprofit organisations (NPOs) play a key role in resolving the challenges and inequalities prevalent in South Africa; however, turbulent events have led to existential concerns for many NPOs. It is important to understand how NPOs can augment their organisational resilience to mitigate existential concerns.Research purpose: Organisational resilience literature is in the nascent phase, and it is not yet clear how organisational resilience may be achieved. The objective of this article is to peruse relevant literature and propose an adaptive capacities conceptual framework for NPOs to enhance organisational resilience.Motivation for the study: A perusal of relevant literature was undertaken to identify the adaptive capacities of NPOs. One hundred and thirty-seven peer-reviewed articles were identified from electronic databases including EBSCO Host, Google Scholar, JSTOR, and Academic Search Complete. A thematic analysis of the literature reviewed resulted in 15 adaptive capacity themes that underwrite the proposed conceptual framework.Research design, approach and method: A perusal of relevant literature was undertaken to identify the adaptive capacities of NPOs. Common themes occurring from the literature reviewed resulted in three broad adaptive capacity categories that underwrite the proposed conceptual framework.Main findings: Nonprofit organisational resilience may be achieved by developing the interconnected adaptive capacities identified within the broad categories that are as follows: culture, leadership and people; tactical administration; and tactical planning and restructuring.Practical/managerial implications: Barriers to organisational resilience are connected to managers’ beliefs that no benefit is gained from a resilience outlook. The proposed framework could assist to reduce this barrier.Contribution/value-add: The conceptual model proposed provides a holistic view to enhance nonprofit organisational resilience and contribute to the academic literature on organisational resilience theory, which is in the nascent phase.

Mobile telecommunications service providers outsource a range of activities like logistics, assembly operations, manufacturing and design. However, little research has been conducted to empirically evaluate the impact of business process outsourcing (BPO) on the company's operational performance. This research tried to redress the existing knowledge gap and the limited body of literature by proposing a framework to evaluate the impact of BPO in the mobile telecommunications industry using cost and profitability as the underpinning quantitative performance measurements. A structured closed-ended questionnaire was used to collect raw data from 210 employees. Descriptive and chi-square tests were conducted to establish the statistically significant relationship between business process outsourcing and the operational performance of mobile telecommunications. The results reflected a statistically significant relationship between implementation of BPO and cost and profitability. The results will help the corporate management to make decisions of outsourcing based on quantifiable metrics instead of managerial estimates. While the study confined itself to the mobile telecommunications companies, more research can be conducted in other South African industries most notably banks, hospitals, car assembling and learning institutions that are also important BPO hubs worthy of further examination.