The Cornell School of Hotel Administration on Hospitality

Sturman, Michael C.; Corgel, Jack B.; Verma, Rohit

doi:10.1002/9781119200901

2012

DOI: 10.1002/9781119200901

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The Cornell School of Hotel Administration on Hospitality

Michael C. Sturman¹,

Jack B. Corgel²,

Rohit Verma³

Abstract: From time to time, someone at Cornell's School of Hotel Administration has received a phone call to the effect of, "Hi. I've just bought a hotel. Could you please send me the book on how I should run

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A survey of factors influencing cost structures in the Indian hotel sector

Vij

2012

Worldwide Hospitality and Tourism Themes

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PurposeThe purpose of this paper is to provide some empirical evidence of the current trends regarding cost structures in the hospitality industry and to help reveal the present practices on cost structures and management adopted by the Indian hospitality sector.Design/methodology/approachThe methodology employed was mainly survey based with the use of structured questions. Online surveys and interviews were carried out during 2012 with management accountants, chief accountants and finance directors of hotel companies.FindingsThe results of the study suggest that hotels are increasingly challenged to find ways to reduce costs without sacrificing quality. Most of the respondents believe that good management and cost accounting practices are associated with the financial success of hotels.Practical implicationsA study on cost structures will help to identify and focus on the innovative practices that the sector needs to adopt in order to manage costs in the coming years. The findings from this study suggest companies need to modernize their cost accounting systems by implementing activity based costing. Most of the managers surveyed were of the opinion that the traditional costing system does not accurately reflect customer profitability analysis.Originality/valueThe inspiration for this paper arises from the fact that there is little empirical work on cost structures and design in the hospitality industry. Intense competition is now affecting the industry and efforts need to be made to create a sustainable model for hotels that can be adapted to an evolving market scenario.

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A survey of factors influencing cost structures in the Indian hotel sector

Vij

2012

Worldwide Hospitality and Tourism Themes

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Impacts of staff demographics on complaint management behaviour in five-star hotels in Dubai

Parikh

Dutt

2021

IHR

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PurposeA continuous issue which plagues all service businesses is the process of handling complaints. Whilst the topic has been relatively well explored, extant literature has failed to fully explore how staff demographics influence the methods in which they manage complaints.Design/methodology/approachA qualitative approach was adopted with semi-structured interviews. A purposeful sample was selected, inviting managers from hotels in Dubai to share their views on factors affecting the complaint management process, including the impact of staff demographics.FindingsStaff demographics were found to have an impact on staff's approach to handle complaints. However, participants generally felt that, with sufficient experience, the impact of many of these influences would be negated.Originality/valueLiterature on complaint management has considered numerous mitigating factors affecting the complaint management process. The impact of staff demographics on how they receive and respond to complaints has not been thoroughly explored.

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Expert System and Classical Probability for Setting Up Hotel’s Dynamic Price Level: A Case of Four-Star Hotel in Bali

Pramana¹,

Sudarma²,

Kumara³

2020

ijeetc

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The Cornell School of Hotel Administration on Hospitality

Abstract: From time to time, someone at Cornell's School of Hotel Administration has received a phone call to the effect of, "Hi. I've just bought a hotel. Could you please send me the book on how I should run

Cited by 10 publications

References 0 publications

A survey of factors influencing cost structures in the Indian hotel sector

A survey of factors influencing cost structures in the Indian hotel sector

Impacts of staff demographics on complaint management behaviour in five-star hotels in Dubai

Expert System and Classical Probability for Setting Up Hotel’s Dynamic Price Level: A Case of Four-Star Hotel in Bali

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