Persuasive Communications, Online Reviews and Service Performances – A Study on the Hotel Industry of New Zealand

Ahmed, Zahir; Fan, Xinxuan; Billah, Mamun

doi:10.14453/aabfj.v16i1.2

Cited by 4 publications

(5 citation statements)

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“…Apart from that, if you look at the observation results on the Indoluxe Hotel Jogjakarta TikTok account, it can also be seen that there are good engagement results, namely from the presence of several contents that have received a number of saves and shares (Ali & Alqudah, 2022). This content includes informational and promotional content that displays the uniqueness and comfort offered by Indoluxe Hotel Jogjakarta (Ahmed et al, 2022).…”

Section: Resultsmentioning

confidence: 98%

Digital marketing model on Hospitality business’s social media

Carla Puspita,

Prayudi,

Arief Sosiawan

2024

J. Commun.

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The increasing growth of hotels from year to year has resulted in increasingly tight competition in the hotel business in Yogyakarta. In order to win competitive business competition, Indoluxe Hotel Jogjakarta carries out digital marketing through social media in its promotional activities. Social media in the current digital era has no doubt about its existence and has an important role in building relationships between hotels and customers. The aim of this research is to find a digital marketing model on Indoluxe Hotel Jogjakarta social media. The method used in this research uses a qualitative approach by collecting data through interviews, documents and analysis on Indoluxe Hotel Jogjakarta social media. The object of this research is Indoluxe Hotel Jogjakarta's social media with the research subject being the sales & marketing department which manages Indoluxe Hotel Jogjakarta's social media. Overall, digital marketing on social media that has been carried out by Indoluxe Hotel Jogjakarta has implemented the right steps. This can be seen from the results of analysis and evaluation using Forrester's 5I model so that hotels can find out whether the social media they run has an impact on business or vice versa. The results of this research found a digital marketing model on Indoluxe Hotel Jogjakarta social media by dividing the model into three aspects, namely planning, action and involvement. Planning phase to build brand, product and service awareness. The action phase is the stage where the brand, in this case the Indoluxe Hotel Jogjakarta, can interact with customers. Lastly, namely engagement where Indoluxe Hotel Jogjakarta maintains relationships to create customer loyalty.

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Section: Resultsmentioning

confidence: 98%

Digital marketing model on Hospitality business’s social media

Carla Puspita,

Prayudi,

Arief Sosiawan

2024

J. Commun.

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“…La calidad de servicio es un factor clave para lograr el éxito de las empresas hoteleras, de ahí, la importancia de mejorar los procesos continuamente. [4], [5].…”

Section: Resultados Análisis E Interpretaciónunclassified

“…La entrada en juego de un consumidor más especializado exige de las empresas productos y servicios con mejores niveles de calidad y especificaciones, a fin de satisfacer sus necesidades. [3] Las empresas que quieren sobrevivir deben ser competitivas, [4] y estar a la vanguardia de la innovación, las tecnologías y la calidad del servicio. [5] Gestionar la calidad del servicio permite a la empresa diseñar acciones tendentes a mejorar su posición competitiva, de cara a incrementar la cartera de clientes.…”

Section: Introductionunclassified

Calidad del servicio: un estudio en hoteles con el modelo SERQVUAL

Eslava-Zapata,

Chacón-Guerrero,

Mogrovejo-Andrade

et al. 2024

AiBi Revista de Investigación, Administración e Ingeniería

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El estudio tuvo como objetivo analizar la calidad del servicio que los hoteles de Cúcuta ofrecen a turistas. El estudio es de tipo cuantitativo, con un diseño transeccional exploratorio y descriptivo. Se trabajó con una muestra intencional no probabilística de cuatro hoteles tres estrellas de la ciudad de Cúcuta, Norte de Santander, Colombia. En este sentido, se aplicó el modelo SERVQUAL a fin de hallar las diferencias entre las percepciones y expectativas de los clientes en las dimensiones: tangibilidad, fiabilidad, responsabilidad, seguridad y empatía. Los resultados revelaron que la calidad del servicio es de suma importancia en la actualidad dado que en el mercado, los productos y servicios ofrecidos por los hoteles con características fiables son muy bien valorados por los clientes actuales y ayudan a captar nuevos clientes. Las cambiantes condiciones económicas, políticas y sociales, hace que las empresas hoteleras creen una cultura organizacional orientada al servicio, por lo tanto, tener una visión de calidad, es un factor clave para la prosperidad organizacional. Se comprobó la existencia de una pequeña brecha entre las expectativas y las percepciones de los clientes en cuanto a la calidad del servicio; sin embargo, queda en evidencia que las empresas hoteleras están satisfaciendo las necesidades de los clientes en los distintos servicio ofrecidos de cara fortalecer su fidelidad.

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“…Son et al (2021) highlighted the value of the SPC model due to its ability to answer the interrelationships between key factors, including employees' performance, customers' perceptions, and business outcomes. Ahmed et al (2022) stated that the SPC model has shown high value in a wide range of service sectors regarding business profitability. Hogreve et al (2022) attributed the importance of the SPC to its ability to link the company's internal environment (i.e., employee satisfaction, loyalty, and productivity) with its external environment (i.e., service quality, customer satisfaction, and Loyalty) to the business final performance.…”

Section: Introductionmentioning

confidence: 99%

Going Beyond the Conventional Service Profit Chain Model

Zeglat,

Shrafat,

Al-Gasawneh

2024

Sage Open

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The main aim of this study is to enhance and go beyond the conventional service profit chain model (SPC) by adding new intervening variables suggested in the relevant literature. Empirical data were obtained from 201 service companies from different service businesses using a survey approach; 603 questionnaires were collected from three perspectives: customers, front-line employees, and managers. A SmartPLS package was used to check data reliability and validity and to test hypotheses for paths using a Structural Equation Modelling (SEM) approach. The findings of this study revealed that internal service quality (ISQ) enhanced employee satisfaction and that employees’ attitudes induced higher external service value and customer responsiveness alongside organizational performance. In addition, most of the intervening factors and links within the new SPC framework suggested in this study were supported. This study contributes to the relevant literature by adding new mediating factors to the conventional model. Hence, this study extends the integrative mechanism for how a firm’s internal operational activities will be translated into customer perceptions and business performance in the Saudi context.

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Persuasive Communications, Online Reviews and Service Performances – A Study on the Hotel Industry of New Zealand

Cited by 4 publications

References 0 publications

Digital marketing model on Hospitality business’s social media

Digital marketing model on Hospitality business’s social media

Calidad del servicio: un estudio en hoteles con el modelo SERQVUAL

Going Beyond the Conventional Service Profit Chain Model

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