Theory of Constraints Thinking-Process Tools Facilitate Goal Achievement for Hotel Management: A Case Study of Improving Customer Satisfaction

Dalcı, İlhan; Koşan, Levent

doi:10.1080/19368623.2012.626751

Cited by 21 publications

(16 citation statements)

References 31 publications

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“…W. Stewart & Shamdasani, 2014). Specifically, within hospitality and tourism, focus groups have been conducted across a variety of topics such as sustainability, optimizing hotel operations, and customer brand relationships (Bowden, 2009; Dalci & Kosan, 2012; Zouganeli et al, 2012). In their review of marketing-focused hospitality research, Line and Runyan (2012) found that close to 10% of studies used focus groups for data collection.…”

Section: Introductionmentioning

confidence: 99%

Qualitative Research via Focus Groups: Will Going Online Affect the Diversity of Your Findings?

Richard

Sivo

Orlowski

et al. 2020

Cornell Hospitality Quarterly

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Practitioners and researchers are conducting more focus groups online as a qualitative data collection method, yet rigorous methodological studies investigating the diversity of findings versus traditional in-person focus groups are limited. Previous studies primarily focused on health topics, varied on topic scope (broad to sensitive), format (synchronous vs. asynchronous), and online platform (several no longer exist). This experimental study sought to address that gap by randomly assigning participants into treatment groups to brainstorm sustainable practices for the hospitality industry (i.e., a broad topic) on a popular publicly available platform (i.e., Reddit). Although the in-person focus groups generated a greater word count and number of ideas, they generated an equivalent number of unique ideas. In terms of idea diversity, thematic analysis revealed a relatively high degree of overlap in themes from both groups. Of 13 themes, 10 (77%) occurred in both treatment groups. The overlapping themes represented 91% of all key words generated across both groups. These results highlight the potential for online focus groups to generate idea diversity at a level that is comparable to in-person focus groups. For practitioners seeking to benefit from guest insights, the findings help to substantiate the value of a lower cost, faster-to-market data collection method.

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Section: Introductionmentioning

confidence: 99%

Qualitative Research via Focus Groups: Will Going Online Affect the Diversity of Your Findings?

Richard

Sivo

Orlowski

et al. 2020

Cornell Hospitality Quarterly

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“…organizations (Dalci & Kosan, 2012), job burnout is no doubt a critical issue demanding considerable attention from managers and researchers.…”

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confidence: 99%

Impact of Job Burnout on Satisfaction and Turnover Intention

Gürsoy

2013

Journal of Hospitality & Tourism Research

251

160

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This study examines possible moderating effects of generational differences (Baby Boomers, Generation X, Millennials) on the relationship between job burnout (emotional exhaustion, cynicism, reduced professional efficacy) and employee satisfaction and turnover intention, as well as its moderating effects on the relationship between employee satisfaction and turnover intention using data collected from employees of a midscale chain hotel. Findings indicate that generational differences between Baby Boomers and Millennials have significant moderating effects on the relationship between emotional exhaustion and job satisfaction and turnover intention, and on the relationship between job satisfaction and turnover intention.

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“…Health care is not alone in struggling to address work optimization and to resolve issues related to technology implementation. Multiple fields, including manufacturing, 10 financial services, 11 , 12 education, 13 , 14 and hospitality, 15 , 16 have applied a variety of process improvement approaches to identify organizational issues, to locate waste within processes, and to optimize service delivery. Although process improvement systems abound, major systems in widespread use around the United States include Business Process Management, 17 , 18 Kaizen, 19–21 Lean, 22 , 23 Six Sigma, 24–26 and Theory of Constraints.…”

Section: Background and Significancementioning

confidence: 99%

Organizational diagnostics: a systematic approach to identifying technology and workflow issues in clinical settings

et al. 2020

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Objectives Healthcare organizations need to rapidly adapt to new technology, policy changes, evolving payment strategies, and other environmental changes. We report on the development and application of a structured methodology to support technology and process improvement in healthcare organizations, Systematic Iterative Organizational Diagnostics (SIOD). SIOD was designed to evaluate clinical work practices, diagnose technology and workflow issues, and recommend potential solutions. Materials and Methods SIOD consists of five stages: (1) Background Scan, (2) Engagement Building, (3) Data Acquisition, (4) Data Analysis, and (5) Reporting and Debriefing. Our team applied the SIOD approach in two ambulatory clinics and an integrated ambulatory care center and used SIOD components during an evaluation of a large-scale health information technology transition. Results During the initial SIOD application in two ambulatory clinics, five major analysis themes were identified, grounded in the data: putting patients first, reducing the chaos, matching space to function, technology making work harder, and staffing is more than numbers. Additional themes were identified based on SIOD application to a multidisciplinary clinical center. The team also developed contextually grounded recommendations to address issues identified through applying SIOD. Discussion The SIOD methodology fills a problem identification gap in existing process improvement systems through an emphasis on issue discovery, holistic clinic functionality, and inclusion of diverse perspectives. SIOD can diagnose issues where approaches as Lean, Six Sigma, and other organizational interventions can be applied. Conclusion The complex structure of work and technology in healthcare requires specialized diagnostic strategies to identify and resolve issues, and SIOD fills this need.

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Theory of Constraints Thinking-Process Tools Facilitate Goal Achievement for Hotel Management: A Case Study of Improving Customer Satisfaction

Cited by 21 publications

References 31 publications

Qualitative Research via Focus Groups: Will Going Online Affect the Diversity of Your Findings?

Qualitative Research via Focus Groups: Will Going Online Affect the Diversity of Your Findings?

Impact of Job Burnout on Satisfaction and Turnover Intention

Organizational diagnostics: a systematic approach to identifying technology and workflow issues in clinical settings

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