Hospitality Management (Hotel Management)

The Impact of Culture on eComplaints: Evidence from Chinese Consumers in Hospitality Organisations Norman Au, Rob Law, and Dimitrios Buhalis

by Professor Dimitrios Buhalis

Au, N., , Law, R., Buhalis, D., 2010, The impact of culture on eComplaints: Evidence from Chinese consumers in Hospitality Organisations, in Gretzel, U., Law, R., Fuchs, M., (eds), ENTER 2010 Proceedings, Lugano, Springer-Verlag, Wien, ISBN: 9783211994061, pp.285-296.

The Impact of Culture on eComplaints: Evidence from
Chinese Consumers in Hospitality Organisations
Norman... more The Impact of Culture on eComplaints: Evidence from
Chinese Consumers in Hospitality Organisations
Norman Au, Rob Law, and Dimitrios Buhalis

aSchool of Hotel and Tourism Management,
The Hong Kong Polytechnic University, Hong Kong
{hmnorman, hmroblaw}@polyu.edu.hk

b ICTHR Bournemouth University, UK
DBuhalis@bournemouth.ac.uk

Abstract
Culture plays an important role in determining how product/service consumption is evaluated and the resulting complaining behaviour when dissatisfaction occurs. At present, the rapid advancement of web 2.0 technologies enabled hotel customers to use them easily for reporting negative experiences on the Internet. The purpose of this study is to investigate the cultural impacts on e-complaint by Mainland Chinese and non-Chinese hotel customers. Through content analysis of 964 individual complaint cases reported on TripAdvisor and Ctrip travel
review websites for Hong Kong hotels, nine e-complaint ategories were identified and compared. Mainland Chinese customers were found having far less complaint items in almost all complaint categories comparing to the non-Chinese customers. A two-way contingency table analysis further revealed that a significant relationship is found between e-complaint categories and room rates in the case of Mainland Chinese customers. The implications of the findings are discussed and future cultural e-complaint research for the hospitality industry is suggested.

Keywords: culture, complaints, e-complaints, Mainland Chinese, Hong Kong, hotels.

The Brain Drain: Implications for Regional Economic Integration in the Expanding European Union.

by Matthew Jelavic

Jelavic, M. (2012). The brain drain: Implications for regional economic integration in the expanding European Union. In B. Chapalet, & M. Le Berre (Eds.), Producing New Knowledge on Innovation Management. Presses Universitaires de Grenoble, 99 – 111.

This paper provides a review and conceptual analysis of issues surrounding regional economic integration and the... more This paper provides a review and conceptual analysis of issues surrounding regional economic integration and the potential for inter-country brain drain within the expanding European Union (EU). As the EU expands eastward, it absorbs millions of highly skilled knowledge workers and opens opportunities for western European organisations to capitalise on this workforce. The migration of these skilled workers is a macro-exercise in eastern European knowledge management, and could have far-reaching implications at the regional, industry and organisational levels. This paper explores the context and implications of knowledge worker movement across fading borders.

Cultural perspectives on knowledge management in central and eastern Europe: The SECI model of knowledge conversion and ‘ba’

by Matthew Jelavic

Jelavic, M., & Ogilvie, K. (2010). Cultural perspectives on knowledge management in central and eastern Europe: The SECI model of knowledge conversion and ‘ba’. Journal of Information & Knowledge Management, 9(2), 161 – 169.

This research discusses the SECI Model of Knowledge Conversion as it relates to the 10 Central and Eastern European... more This research discusses the SECI Model of Knowledge Conversion as it relates to the 10 Central and Eastern European Countries (CEECs) that are now part of the European Union (EU). The socio-economic conversion from socialism to capitalism of these societies is unique in historical precedence, whereby utilising the contextual models in knowledge conversion are applicable for understanding the implications of such a phenomenon. The results indicate that there is a unique set of variables that need to be considered within this context and for future similar situations.

Keywords: SECI; knowledge conversion; national culture; Ba; central and eastern Europe.

Knowledge Management Views in Eastern and Western Cultures: An Integrative Analysis

by Matthew Jelavic

Jelavic, M., & Ogilvie, K. (2010). Knowledge management views in eastern and western cultures: An integrative analysis. Journal of Knowledge Globalization, 3(2), 51 – 69.

Traditional eastern and western views of knowledge continue to influence the knowledge management practices in today’s... more Traditional eastern and western views of knowledge continue to influence the knowledge management practices in today’s global workplace. Based on these views, several dominant theories have emerged on how to best manage in the international work environment. This research illustrates contradictions in these theories and extracts a new perspective from the dynamic literature stream. This innovative perspective provides an opportunity to leverage cultures and relationships holistically for effective knowledge transfer and cross-cultural understanding, and hence for effective management

Keywords: Knowledge, Culture, International Management, Knowledge Management, Hofstede Framework

Socio-Technical Knowledge Management and Epistemological Paradigms: Theoretical Connections at the Individual and Organisational Level

by Matthew Jelavic

Jelavic, M. (2011). Socio-technical knowledge management and epistemological paradigms: Theoretical connections at the individual and organisational level. Interdisciplinary Journal of Information, Knowledge, and Management, 6(1), 1 – 16.

This paper provides an evaluation of the literature pertaining to the autopoietic, connectionist, and cognitivist... more This paper provides an evaluation of the literature pertaining to the autopoietic, connectionist, and cognitivist epistemological paradigms. These paradigms exist at the individual and organisational level through diametrically opposed functionalist versus interpretive and integrative socio-technical knowledge management perspectives. The alignments of individual and organisational epistemologies are essential to the effectiveness of a knowledge management system. Knowl-edge management should consider the roots of knowledge theoretically in order to share or man-age knowledge dissemination successfully in organisations. The term ‘knowledge sharing’ has been emphasised and discussed comprehensively through its epistemological influential factors. This paper concludes the development of a Knowledge Management Epistemological Synthesis Model (KM-ES Model) and a comprehensive discussion and conclusion section focussing on the implications of epistemological influences on the knowledge management system of an organisa-tion. The results from this study provide both researchers and academicians with a clear under-standing of the interplay between epistemologies and a foundation for establishing an effective organisational knowledge management system.

Keywords: socio-technical, knowledge management, knowledge sharing, epistemology, cognitiv-ist, connectionist, autopoietic, functionalist, interpretive, KM-ES Model

Multidisciplinary Technical Teams: A Case Study

by Matthew Jelavic

Ogilvie, K., & Jelavic, M. (2009). Multidisciplinary technical teams: A case study. Canadian Manager, 33(3), 18 – 19.

Interorganizational Macrocultures in the North American Automotive Manufacturing Industry

by Matthew Jelavic

Jelavic, M., & Ogilvie, K. (2009). Interorganizational macrocultures in the North American automotive manufacturing industry. Canadian Manager, 34(2), 20 – 21.

Maslow and Management: Universally Applicable or Idiosyncratic?

by Matthew Jelavic

Jelavic, M., & Ogilvie, K. (2010). Maslow and management: Universally applicable or idiosyncratic? Canadian Manager, 34(4), 16 – 17.

Globalization, Knowledge Workers and the Expanding European Union: A Lesson for North America?

by Matthew Jelavic

Jelavic, M., & Ogilvie, K. (2010). Globalization, knowledge workers and the expanding European Union: A lesson for North America? Canadian Manager, 35(1), 26 – 27.

Social Network Mapping and Analysis in the Global Aerospace Community

by Matthew Jelavic

Ogilvie, K., & Jelavic, M. (2010). Social network mapping and analysis in the global aerospace community. Canadian Manager, 35(2), 20 – 21.

Management Consulting: Understanding the Process Using Concepts in Neuroscience

by Matthew Jelavic

Vincenti, M., & Jelavic, M. (2011). Management consulting: Understanding the process using concepts in neuroscience. Canadian Manager, 35(4), 22 – 23.

Competence Management in High-Technology Organizations

by Matthew Jelavic

Jelavic, M. (2011). Competence management in high-technology organizations. Canadian Manager, 36(1), 21 – 22.

Tacit Knowledge and Personal Competitive Advantage: An Autopoietic Framework for Knowledge Management in Human Resources

by Matthew Jelavic

Jelavic, M. (2011). Tacit knowledge and personal competitive advantage: An autopoietic framework for knowledge management in human resources. Canadian Manager, 36(3), 22 – 23.

The Neurobiology of Experience: Memory-Prediction and Its Role in the Management Decision-Making Process

by Matthew Jelavic

Jelavic, M., & Vincenti, M. (2012). The Neurobiology of Experience: Memory-Prediction and Its Role in the Management Decision-Making Process. Canadian Manager, 36(4), 26 – 27.

CSR in Hospitality Business

by Ruud Welten

Investigative Management and Consumer Research on the Internet

by Dr Hania Janta

Lugosi, P., Janta, H. and Watson, P. (2012) Investigative Management and Consumer Research on the Internet. International Journal of Contemporary Hospitality Management Vol. 24, No. 6. Please consult the final published version if citing.

London's Hospitality Workforce. Cultural diversity a choice or necessity?

by Ioannis S Pantelidis

Pantelidis, I.S and Wrobel, S. 2008. London's Hospitality Workforce. Cultural diversity a choice or necessity?  London Journal of Tourism, Sport and Creative Industries, Vol. 1(1): 13-21

The paper explores employers attitudes to British and migrant workers in hospitality. The number of hospitality... more The paper explores employers attitudes to British and migrant workers in hospitality. The number of hospitality operations in London, establish the capital as an interesting case study in exploring employer’s perceptions. A number of hospitality managers, academics and recruitment managers were interviewed and the findings suggest that they perceive that hospitality as not favoured as a primary career option amongst traditional British populations.  An overwhelming number of immigrants are employed in London’s hospitality organisations both at entry level and managerial positions.  The findings suggest that employers perceive a cultural barrier in the way employment in hospitality is viewed by British nationals.  Employers and academics will need to double their efforts to ensure that the industry is not so poorly perceived by future generations of workers.

Implementing empowerment. The case of Radisson Edwardian, a hotel chain that dared take action

by Ioannis S Pantelidis

Pantelidis I, S.  2002.  Implementing empowerment.  The case of Radisson Edwardian, a hotel chain that dared take action  CHME Hospitality Research Conference: Leeds

Radisson Edwardian is one of very few hotel chains to have initiated a full scale employee empowerment by removing the... more Radisson Edwardian is one of very few hotel chains to have initiated a full scale employee empowerment by removing the upper layers of management, and allowing lower levels of management and front line employees more involvement in the decision making process. 

Heads of departments and front line employees are freed from the oversight of a General Manager roaming about the hotel, and they deal with situations using their own initiative and creative thinking.  The intention is that both employee and customer satisfaction is facilitated through this decentralised management approach.

Such a philosophy should allow the company to grow by reacting faster to market changes, retain its employees and enable them to better develop as professionals, thus having a larger number of competent employees to support the organisation.

The purpose of this paper is to address some of the rhetoric surrounding the issue of employee empowerment on the hotel industry, through an in-depth analysis of a company that has dared to take action.

Web 2.0 in the Classroom: Web-enabled action-learning. examples in hospitality teaching

by Ioannis S Pantelidis

With the advancement of web 2.0 solutions and the development of a student culture that embraces social-media... more With the advancement of web 2.0 solutions and the development of a student culture that embraces social-media interaction, there is increasing pressure on academics to utilize innovative solutions in order to facilitate effective learning in the classroom. Students expect teaching that motivates and inspires them to engage in research and scholarship.  As a result, there are concerns that traditional teaching methods, which are sometimes described as “death by power point”, cannot keep up with the ‘internet-savvy ‘education contemporary student.

This paper is based on a study which examined the use of Prezi with three groups of students to facilitate Action Learning in the classroom. Action learning (or learning in small groups) has been widely used in education over the past decades.  Prezi is a recent technological development, which provides a ‘teaching tool’ that allows students to fully engage with the subject matter while also improving their technology awareness, research, referencing and presentation skills.

Three groups of students ranging in size from 5-23 were chosen for an investigation of Prezi’s potential.. Two were postgraduate students and one (the largest of the three) was comprised of first-year undergraduates. The Prezi based workshops lasted from 1-2 hours and students provided qualitative anonymous feedback after the sessions.  Preliminary findings from the research suggest a strong preference (91% to 100%) for Prezi-based Action Learning in the classroom rather than traditional teaching methods utilizing power-point presentations.  Although we need to be cautious in relating the findings to larger groups, they provide a strong indicator in relation to teaching practices and approaches to blended learning.

Background references:
Beard, C., Wilson, J. P., & McCarter, R. (2007). Towards a Theory of e-Learning: Experiential e-Learning. Journal Of Hospitality, Leisure, Sport & Tourism Education, 6(2), 3-15.McGill I., and Beaty L., (2001) Action learning: a guide for professional, management & educational development. 2nd Ed. London: Kogan Page

Investigative Management and Consumer Research on the Internet

by Peter Lugosi

A final version of this paper will be published as Lugosi, P., Janta, H. and Watson, P. (2012) Investigative Management and Consumer Research on the Internet. International Journal of Contemporary Hospitality Management Vol. 24, No. 6. Please consult the final published version if citing.

This paper introduces the notion of Investigative Research on the Internet (IRI) and conceptualises its processes... more This paper introduces the notion of Investigative Research on the Internet (IRI) and conceptualises its processes through the principle of streaming. It discusses the similarities and differences between IRI and netnography and considers various aspects of the IRI process, including site selection, sampling, data collection and analysis. It is argued that streaming can help to understand the processes involved in conducting netnographic research. Moreover, it is suggested that streaming is a more appropriate way to conceptualise some internet-based studies that do not conform to netnographic or ethnographic ideals. Three international empirical cases are used to illustrate the application of IRI and streaming in research on international workers, consumer cultures and on emerging business phenomena.