gender differential paper IJCRB

ijcrb.webs.com
JUNE 2011
INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS VOL 3, NO 2
however during going through this phenomenon (cf. Lashley et al. 2007) argued the hospitality
concepts as series of services. Olesen (1994), King (1995) and Hemmington (2007) also throw light on
the same concerts and try to divert the main focus of hospitality from minor to major social, cultural
and encountered services and quality for the expected customer satisfactions. Pucik and Katz, (1986)
explained that each culture has become an important aspect that grants customers and travelers, the
structure, social interactions, rules and ultimately the expectations of hospitality services. The
symptoms of cultural differences on hospitality encountered services etc have always been great
(Lashley and Morrison 2000; Lugosi 2003, 2007a, 2007b; Molz and Gibson 2007). Training of the
hospitality managerial staff and employees to boost the industry business as expressed by Goldstein
(1980) is, attainment of the skill, ideas and attitudes to obtain the desired performance and results.
Hospitality industry is strongly related to the satisfaction of travelers, to inspire them for their repeated
visits and also dependent on the factors impacting encountered services (compatible to the native
facilitation culture of traveler’s country) by fully trained managerial and lower employee staff.
Contributing factors impacting the customers’ satisfaction are highlighted in the Figure 1 below.
Figure.1 Factors impacting customers satisfactions
Culture
Customer satisfaction
Customer’s expectations
Employees
training
Encountered services
Culture
Employees training
Encountered services
Factors impacting the
traveler’s satisfactions
Source: (1) Lugosi, P., 2008. Hospitality Spaces, Hospitable Moments: Consumer Encounters and
Affective Experiences in Commercial Settings. (Frame diagram only).
(2) Researchers own processing.
The above Figure clearly indicates that customer satisfaction is dependant mostly on the hospitality
industry encountered services, employee training and cultural aspects of hotel industry, which are
highlighted as impacting factors as well.
Significance of Research
The hospitality industry of early 21 th century in the world generally and in Pakistan exclusively, relies
on the local and exclusively the foreign travelers. There is an appalling need to introduce new
innovations and creative trends with respect to the hospitality encountered services for hotel
customers. These encountered services are to be compatible with the foreign customer’s native
cultural facilitations, and to be provided by the fully trained staff, so as to satisfy the travelers’
expectations, which is a hallmark of industry success. As hospitality industry in the world has become
one of the major economic growth industries, it has also emerged as one of the backbone industries of
strong national economy of Pakistan; and contributing a lot towards strengthening the prevailing
competitive culture of hospitality business with encountered services in the country.
COPY RIGHT © 2011 Institute of Interdisciplinary Business Research 1238