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Jauhari V.,Institute for International Management and Technology
Worldwide Hospitality and Tourism Themes | Year: 2012

Purpose: The purpose of the study is to explore the strategic growth challenges for the hospitality industry in the context of India. As the tourism industry is growing, Indian and global firms face new challenges which need to be addressed. Design/methodology/approach: The study involved obtaining practitioner insights by conducting an industry round table discussion with senior managers who are in leadership positions with international and national hotel brands. The data so collected were then corroborated by a literature review. Findings: The major challenges are in the domains of human resources (in terms of skill and knowledge base), land acquisitions, technology deployment as a strategic tool and understanding the dynamics of new generation consumers. Practical implications: The paper has policy implications for both industry practitioners and government bodies setting up governing mechanisms for this industry segment. Originality/value: There is very little formally documented research in the domain of hospitality management in an Indian context. This holds significance for other growing economies as well. © Emerald Group Publishing Limited.


Jauhari V.,Institute for International Management and Technology
Worldwide Hospitality and Tourism Themes | Year: 2012

Purpose: This paper aims to review and summarize the theme issue outcomes in relation to the strategic question: What are the challenges faced by the hospitality industry in India? Design/methodology/approach: The paper draws on the findings of the theme issue contributors to identify industry developments from a global perspective and to explore the implications for research, policy and practice relating to the industry's development in India. Findings: This paper reviews the main findings and relates these to the key issues and challenges and the implications for policy makers and industry practitioners. Practical implications: The theme issue draws extensively on roundtable discussions with senior level practitioners so as to balance the analysis drawn from published sources. Originality/value: India's hospitality industry is developing rapidly and yet there is limited data relating to these developments. This theme issue draws extensively on practitioner inputs and published sources to provide an authoritative contribution that addresses the Indian context and additionally explores the implications for other developing economies. © Emerald Group Publishing Limited.


Rishi M.,Institute for International Management and Technology | Gaur S.S.,Auckland University of Technology
Worldwide Hospitality and Tourism Themes | Year: 2012

Purpose: This paper attempts to identify the emerging themes that can shed light on the sales and marketing issues and challenges being faced by global hospitality organizations. Design/methodology/approach: The paper utilizes a multi-method approach for data collection. A thorough literature review, a focus group and personal interviews were conducted to explore the themes and construct a tentative thematic web. Publicly accessible secondary data in the form of customer reviews were drawn from world's leading web site - Tripadvisor.com. A total of 702 reviews of the customers of luxury hotels from the world's top two tourist destinations - France and USA - were analyzed, using thematic analysis. Customers' perspective is juxtaposed with industry's perspective to offer insights on the sales and marketing issues and challenges being faced by hospitality organizations globally. Findings: Marketing challenges, namely personalization/customization of services, service management, creating a strong parent brand, under-utilization of the social media and diverting tourists from heritage properties, are identified as some of the key emerging sales and marketing issues and challenges faced by the global hospitality industry. Practical implications: Analytically identified themes in this research paper provide valuable insights on issues and challenges related to sales and marketing for the policy makers and practitioners from the hospitality industry. Findings are based on the analyses of real customer data from the world's leading tourist destinations. This makes the paper very valuable for both practitioners in the hospitality industry around the globe as well as for academic researchers working in this area. Originality/value: This work is unique in nature because the authors did find any scholarly work addressing such an important issue. Use of real customer data and thematic analysis - a widely used qualitative analytic method for a scholarly study - in the hospitality field, enhances its value and contributes to the field by opening up avenues for further scholarly explorations and investigations. © Emerald Group Publishing Limited.


Jauhari V.,Institute for International Management and Technology
Worldwide Hospitality and Tourism Themes | Year: 2010

Purpose: The purpose of this paper is to review the question: how can the consumer experience be enhanced for spiritual and cultural tourism in India? Design/methodology/approach: The paper consolidates the main findings and conclusions arising from the various studies featured in this theme issue of Worldwide Hospitality and Tourism Themes. It addresses the concerns around consumer experience as well as taking into account perspectives from some of the board members managing these shrines. Findings: There are many factors affecting infrastructure as well as service-related elements which should be addressed to attain better levels of service. The boards' managing these places or specific temples/shrines must listen to customer concerns to ensure repeat visits. Practical implications: There are many lessons for the various stakeholders operating in these areas and for other intermediaries and bodies managing these places. Originality/value: The paper links the objectives highlighted in the editorial and provides specific insights into areas where actions could contribute to a superior consumer experience. © Emerald Group Publishing Limited.


Mullick N.H.,Institute for International Management and Technology
Indian Journal of Marketing | Year: 2013

In India, out of the 12 million sq.ft of Indian shopping centre space planned for opening in 2012, only about 60 percent was expected to be complete (JLLS) because of the huge delay in mall projects in India's biggest cities. There is a stress even in the business model as it is getting a bit expensive. Real estate prices and construction costs are rising, but the retail business is not growing enough to absorb these costs. Retail rents are down by 30 to 40 percent as compared to the peak of 2008 (CRISIL). Shopping malls, therefore, cannot mushroom without analyzing the basics like the catchment area, the spending power of the demography, and its business potential. The malls have to be situated in places where there is scope for shopping. Innovation is,therefore, necessary and the retailers must be encouraged to enhance their diversity of services, and food and entertainment options must be encouraged rather than enhancing the size of the mall/retailer engagement. Better mall management must create ambience and a hygienic and a clean environment must be created for family members to enhance the loyalty of the consumers. The present study is based on the multiple drivers of growth and the issues being faced today by these shopping malls when more are coming up, but they are not able to find the right rentals, nor the required footfalls. A total marketing effort has to be made by these upcoming mall developers to make their ventures a success.

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