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GIS Business : An Overview is a peer-reviewed scholarly journal and aims to publish original articles, review articles, case reports, short communications, etc. Journal indexed in SCOPUS, papers are not indexed. Send papers to editor@gisbusiness.org

  • GIS-Business Journal is Indexed in Scopus, papers are not indexed. UGC approved journal. Send papers to editor@gisbusiness.org

Eco Friendly Practices in Indian Hotel Industry: An Exploratory Study

Today, tourism & hospitality industry has been appreciated as a big giant at global level, India is no exception in this context. Recognizing its multifaceted benefits more than two dozen countries have directly and indirectly depended on this fasted growing industry. In fact this industry has become a pivotal sector for any economy for its growth and development in terms of contribution to GDP and employment generation. The direct and induced impacts of travel and tourism contributed UD$7.6 trillion into global economy and 292 million employment opportunities globally (WTTC, 2017). However, in this competitive era, this industry is forced to rethink/replan its strategies to cope with volatile business environment. Moreover, to remain and sustain in competitive age there is only one choice i.e. eco-friendly practices. Recognizing this very fact, the present paper aims at exploring the eco friendly practices prevailing in the Indian hotel industry. A structured questionnaire was development to collect the information from hotels. Usable responses were (N=265), the data were analyzed by applying the factor analysis. The results indicate that there are certain eco-friendly practices which prevail in Indian hotel industry and out of those practices there is a specific set of practices which emerged as most important for the future growth of the organization.
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A Enterprise Resource Planning Systems for Service Performance in Tourism and Hospitality Industry

Enterprise Resource Planning (ERP) Systems are amongst the most popular Information Technology (IT) software being adopted in organizations globally. Such systems offer strategic and operational improvements to firms. ERP system is an enterprise-wide information system designed to coordinate all the resources, information, and activities needed to complete business processes. An ERP system supports the business system that maintains a single database for a variety of business functions such as Manufacturing, Supply Chain Management, Financials, Projects, Human Resources and Customer Relationship Management. Now a days ERP systems has been adopted by various organizations as part of their business growth strategies and play an important role for small scale and large scale industries to run all their major functional and process operations (Batada and Rahman, 2012). ERP systems have been implemented by different industries across the world both in production and service domains. Recently, service organizations have invested considerable resources in the implementation of Enterprise Resource Planning (ERP) systems to improve efficiency, cost effectiveness and quality of service operations of the various service industries. Tourism industry is one which is depended on integrated information network that plays a critical role in enhancing business success relationship. The tourism industry has evolved and modernized considerably. An important feature of an ERP is that it functions from a single comprehensive database for the entire organization, with real time connectivity between different functions and complete integration of front, mid and back office in the Tourism Industry. The integrated solution enables a tight financial control and reduced losses due to inefficient reconciliation, duplication of work, and possible delays. The present paper is to conduct a study on understanding the relevance and applications of the ERP systems in tourism from the supply side perspective incorporating the opinions of the decision makers/managers representing the key tourism organizations having higher applications of ERP systems. Further to relate the usability of the ERP systems with the output mechanism service performance has been taken as an output indicator for which consumers perceptions have been taken in the study. The study finally examines impact of applications of ERP systems on service performance with reference to Tourism and Hospitality industry.
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Food Service Quality in IRCTC Food Outlets: A Study of Delhi (N.C.R) Region

Indian Railway is a growth engine of Indian economy and contributes significantly in the growth of Indian economy and GDP. It is fourth largest transportation system in the world and it is also the largest employment generator, which employees more than 13 lakhs employees & during the year 2015, it carries 8.101 billion passengers. From past few decades the need and demand of customers has changed significantly and this is reflected in all sectors of economy who have transformed themselves from mere a service provider to customer oriented service providers. Indian Railway is not an exception. To keep up with the changing need and demand of customers, Indian Railway established Indian Railway Catering and Transport Corporation (IRCTC) in 1999. It is a public sector venture under Ministry of Railway which professionally manages hospitality and catering services on & off stations, on trains and global reservation system. Since then it is taking consistent steps towards improving service quality of IRCTC food outlets. Today it has over 200 food outlets. The present paper is an attempt to determine service quality through assessment of expectation and perception of the customers visiting IRCTC food outlets. This research also uses modified questionnaire based upon DINESERV model to study the difference between perceived and expected service quality.
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Hotel Revenue Management: Impact of Familiarity and Information on Customers Perceptions of Fairness

Hotels theoretically can charge as many different rates or prices as they want, but if customers view the hotels rate policies as unfair, they are unlikely to patronize the hotel in future as perception of price fairness play an important role in customer satisfaction and their behavior. Considering the importance of perceived fairness, it becomes essential to understand the major factors influencing customers fairness perception of RM pricing. The purpose of this study is to determine customer perceptions of fairness concerning pricing policies charged by the hotel industry and to examine how familiarity and Information approach in pricing policies affect customer perceptions of fairness. The study was conducted in a Hospitality context (e.g. Booking and staying in five star hotel) in order to examine the effect of Familiarity and Information on customer perceptions of price fairness. A quantitative approach was used to measure respondents level of knowledge and impact of information and the current study conducted a survey with scenario based situations. The research also used Qualitative primary research through structured open ended interviews to discuss in detail related to differential pricing strategies. The interviews were conducted with Revenue Managers/General Managers from a spectrum of hotels in India. The research indicates that the high levels of transparency and information will accept rules of variable pricing, and the benefits and problems associated with the practice. This research will inform management the strategies that seek ever-finer price discrimination through the use of customer databases and individually targeted price offers. Some customer segments may be amenable to variable pricing and will happily play along with the companys rules. Other groups may not understand such rules, and in these circumstances may distrust a company that practices variable pricing.
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Quality of Work Life Practices in Indian Hotel Industry

Employees are the most valuable assets for any organization. It becomes significant for an organizations to attract and retain best talents but also to maintain them for longer term in the organization. Present paper focuses on indentifying existing Quality of Work Life Practices in Indian Hotel Industry and adoption of these practices in Indian Hotel Industry. This research closely looked at the following broad dimensions: equal opportunities and growth prospects, adequate fair and compensation, welfare facilities, social security measures, safe and healthy environment, basic facility related with employee well-being, stress management, motivational dimensions, etc. This empirical study was conducted to examine the quality of work life (QWL) practices among selected hotel of India. Convenient sampling method was adopted for the selection of hotels. Data was collected through self administrated questionnaire. Questionnaire was emailed to 350 hotels of all categories from five star deluxe, five star, four star, three star, two star, one star respectively approved by Ministry of Tourism. Data was analyzed using Descriptive statistics, KMO and Barletts Test, Reliability Test, Shaprio-Wilk Test, Dimension Analysis, Wilcoxon Signed Rank Test.
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What Really Matters to Hotel Guests: A Study of Guest Reviews of 3 Star Hotels in Bangkok

The purpose of the study is to investigate the user-generated content of guests hotel reviews available on Trip Advisor to identify the most scrutinized and discussed dimensions of a hotel by hotel guests. The results reveal that the room, staff, hotel transport connectivity, food, and proximity to other shopping and eating outlets, are the main concerns addressed by guests either as compliments or complaints in their word-of-mouth feedback. The research concludes that in a highly competitive hotel business environment an insight into guest reviews is vital for hoteliers to lay out a road map for improving the various services on offer in an accommodation property. The findings are also suggestive of the importance for hoteliers to continuously monitor the hugely available and easily accessible electronic guest feedback/electronic word of mouth (eWOM), that in the present electronic era, travels extremely fast, far and wide, critically influencing the image and sales of a hotel.
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Performance Appraisal Practices in Indian Hotel Industry: An Investigation of Employees Perceptions

This paper has a two-fold purpose: to explore the extent of inclusion of performance appraisal practices as perceived by the employees working in sample hotels and to find if these practices depend on the organisational demographic characteristics. Based on a survey of 396 hotel employee’s perceptions on performance appraisal practices were assessed by 20 practices and 5 demographic variables. To find the association of the demographic variables with performance appraisal practices Bivariate test was used. Results indicated that performance rating is based on objective ; Performance is Proper Evaluation ;There are set standards for my job; Employee performance is easy to measure ;Performance is Continuous Monitoring ;The performance appraisal system is used to set my performance goals ;Modern methods are used to evaluate the employees ; All employees in the business are evaluated may constitute the most important performance appraisal practices in the Indian hotel industry. Further, the results indicate that there is a negative association between the number of staff and most performance appraisal practices variables these findings reveal that the hotels having a large number of staff rated the additional importance of performance appraisal practices as compared to hotels with less number of staff. The study makes a modest effort to add statistics to the little empirical information available concerning the performance appraisal practices in Indian hotel industry.
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