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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: 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.


Singh A.,Institute for International Management and Technology | Munjal S.,Institute for International Management and Technology
Worldwide Hospitality and Tourism Themes | Year: 2012

Purpose: This paper aims to explore the challenges in adopting and executing technology within the hospitality industry in India. The paper recognizes the upcoming trends and their impact on the expansion of the industry. Technology plays an integral role in strategic decision making, yet the service industry has only been able to utilize the technology superficially but has not been able to integrate its functions with other business operations. This paper seeks to explore the issues in taking on and implementing new technologies in the hotel organization globally and in India. Design/methodology/approach: Personal interviews were conducted with general managers of global chains of hotel organizations in India to gain an insight into the challenges faced by the hotels globally and at the unit level in adopting and applying the technologies in their business operations. The research also provides information on future trends in technology that might lead towards the enhancement of the service delivery process. Findings: This research helps in identifying the key internal and external challenges that the hospitality industry faces in adopting new innovative strategic IT solutions, hence leading to reluctance towards investment in IT. This research further amalgamates the key findings and presents a framework titled "Strategic importance of technology and challenges for hospitality industry". Practical implications: The paper recommends practical solutions for policy makers and practitioners that can be applied globally. Originality/value: The research addresses the real life problems impacting the hospitality industry across the globe and has collected inputs from hotel experts or executives of international chains in India. © Emerald Group Publishing Limited.


Bharwani S.,Institute for International Management and Technology | Butt N.,Institute for International Management and Technology
Worldwide Hospitality and Tourism Themes | Year: 2012

Purpose: This research aims at evaluating and discussing developments and key challenges for the hospitality industry in an emerging global context and the impact of these changes on human resource development and management. Design/methodology/approach: This paper uses qualitative primary research through semi-structured interviews conducted with select hospitality practitioners in India, supplemented by secondary research and triangulated with inputs from an HR round table of experts from the field of hospitality. Findings: It has become imperative for hospitality organisations to consider the implications of the global context in which they operate and respond appropriately to meet the change-induced challenges. This can be done by ramping up the quality and the quantity of manpower employed through training and development interventions and by adopting suitable employee engagement and motivation initiatives. Practical implications: Researchers, practitioners and educationists in the hospitality industry will find the implications of this study useful. Originality/value: This paper amalgamates industry viewpoints with the perspective of academia, providing a holistic picture of the impact of the global changes on talent management and development in the hospitality industry. It further endeavours to prescribe a panacea to provide a long-term solution to the HR issues faced by this sector. © Emerald Group Publishing Limited.


Sanjeev G.M.,Institute for International Management and Technology | Gupta K.,Institute for International Management and Technology | Bandyopadhyay R.,Institute for International Management and Technology
Worldwide Hospitality and Tourism Themes | Year: 2012

Purpose: The purpose of this paper is to provide a practitioners' perspective on financial challenges prevalent in the Indian hospitality industry. The paper also makes an attempt to give useful insights into possible solutions to the issues raised. Design/methodology/approach: The study assimilates data from senior finance professionals from a spectrum of hotels in India. The study involves the collection of primary data through structured interviews. Findings: The study highlights that some of the financial challenges faced by the Indian hospitality industry include high financing costs, multiplicity of taxes charged, licensing and legal issues, working capital issues and eroding margins. The study also gives some useful insights to the possible solutions to the challenges identified. Research limitations/implications: This paper provides some very useful qualitative analysis of the contemporary challenges and their possible solutions prevalent in the Indian hospitality sector. The findings will be useful for hoteliers, policy makers and researchers to deliberate on the issues raised. However, it does not involve any quantitative analysis. Originality/value: This study makes a sincere attempt to bring forth some real life issues, challenges and solutions which would be a good value addition to the existing literature. © 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.


Jauhari V.,Institute for International Management and Technology
Worldwide Hospitality and Tourism Themes | Year: 2013

Purpose: The purpose of this paper is to review the answers to the question posed in the introduction to the themed issue: how can effective university-industry partnerships be developed? Design/methodology/approach: The paper consolidates the findings of various studies featuring in this theme issue on effective university-industry partnerships. It addresses the aspects which contribute to effective partnerships and also challenges the issues around such partnerships. Findings: The paper discusses the range of best practices for building effective university-industry partnerships. Practical implications: There are lessons for industry, universities and policy makers. Originality/value: The paper provides multiple perspectives on university-industry partnerships from various geographies. © Emerald Group Publishing Limited.


Jauhari V.,Institute for International Management and Technology
Worldwide Hospitality and Tourism Themes | Year: 2013

Purpose: The paper aims to provide insights into how an effective partnership between IIMT Gurgaon and Oxford Brookes University led to employability, curriculum development and research orientation at IIMT. Design/methodology/approach: The paper draws from the experience of managing the collaborative partnership for 13 years and being involved in institutionalising the best practices and engagement with the hospitality industry. Findings: The paper discusses the factors which have contributed to building effective university-industry partnerships and generating employability of hospitality graduates at IIMT. The factors include a state of the art curriculum which focuses on learning outcomes, building competencies and enabling students to be able to do well in their careers. The networking with industry, developing an understanding of expectations, and supervised work experience are all factors that have contributed to the success. Practical implications: There are lessons for industry and universities and policy makers. Originality/value: The paper provides perspectives on building university-industry partnerships from a perspective of a growing economy. © Emerald Group Publishing Limited.

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