Поведенческие индикаторы искреннего сервиса в гостиничном бизнесе
The goal of the research is to determine the behavioral indicators of sincere service, showcasing the sincerity in hotel industry personnel performance, and to discover the degree of their influence to client evaluation of the provided services. The research was conducted by means of the original survey methodology, structured interview and non-participant observation. The main personnel behavioral factors shaping the hospitality client perception of sincerity in services were determined. Moreover, the interdependence between the perception of sincerity in service and the service quality perception by hospitality clients was discovered.
Whilst innovation has traditionally focused on manufacturing, recently research surrounding service innovation has been flourishing. Furthermore, as consumers become ever more sophisticated and look for experiences, a research field investigating this topic has also emerged. This book aims to develop an integrated approach to the field of experience and services through innovation by showing that it is necessary to take several factors into account. As such, it makes a substantial and compelling contribution to the interdependencies between innovation, services and experience research
The article shows that in the context of severe competition and an increasing expansion of Western firms issues of an effective collaboration of Logistics and Marketing become more and more important for most Russian companies. It is demonstrated that organization of Marketing and Logistics collaboration has changed significantly in many companies lately – from the traditional scheme of functional division of a firm’s fields of activity to general costs optimization and finding the balance of “logistics service costs/quality” in distribution. The author systematically examines spheres of Marketing and Logistics collaboration and provides a detailed characteristics of marketing channels formation strategies with regard to Logistics requirements. Main trends of Logistics activities in the context of realization of a company’s marketing channels formation strategies are explored.
Being a cross-cutting profession, management is engaged in different types of activities which is why its current and future position should reflect the modern transformations of work and professions. It also should reflect changes in the object and the conditions of governing. Given such a perspective this paper studies the trends that can shape the future of management in the coming decades and its likely professional development. The chapter explores significant global trends in work, knowledge accumulation, the status of professions, the new role of ICT which are seen as drivers of the potential future of professional management and contribute to its transformation from semi-profession to super-profession, super-authority or enterprising management service. These three perspectives are regarded as three different scenarios of the development of the professional management.
This paper discusses the difficulty of assessing service quality, as well as its parameters and criteria. The emotional component of the process in providing and consuming services in the context of the economy experiences is emphasized. The relationship between two concepts "emotional labor" and "emotional intelligence" are analyzed. The necessity of the further development of "sincere service" model is indicated.
In the article the author analyzes the concept of innovation in the field of tourism. It is proposed to distinguish between the types of innovation in tourism and the necessity refinement approaches to assessing innovation. Taking into account peculiarities of tourism methodical approach for evaluating the effectiveness of innovation in tourism, which is able to ensure the effective management of innovation in tourism.