The Impact of Reputation Management on Hotel Image among Internal Customers: The Case of Egyptian Hotels
| المصدر: | المجلة الدولية للتراث والسياحة والضيافة |
|---|---|
| الناشر: | جامعة الفيوم - كلية السياحة والفنادق |
| المؤلف الرئيسي: | Qoura, Omar (Author) |
| مؤلفين آخرين: | Khalifa, Gamal Sayed (co.auth) |
| المجلد/العدد: | مج7, ع2 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2013
|
| الشهر: | سبتمبر |
| الصفحات: | 257 - 270 |
| ISSN: |
2636-4115 |
| رقم MD: | 998587 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | HumanIndex |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Reputation Management | Hotel Image | Performance | Leadership | Governance | Egypt
|
| رابط المحتوى: |
الناشر لهذه المادة لم يسمح بإتاحتها. |
| المستخلص: |
This study aims to identify the success factors of hotel reputation and how these factors affecting the hotel image among internal customers of five-star hotels in Egypt based on the RepTrak (reputationinstitute.com) model. A structured questionnaire was developed to test hypotheses using a sample of 340 customers, with a response rate of 68 per cent. The study has tested seven hypotheses of how the success factors (products and services, innovation of the services, society, leadership, environment, performance, and governance) affect the outcome variable (image of the hotel within internal customers). Regression was used to measure the relationships among the variables of the study. The findings of this study have shown significant relationships among the variables under investigation. The findings indicate the factors negatively affecting the image of the hotel reputation need to be addressed seriously particularly in relation to the workplace environment. This factor represents one main target of the hotel reputation management. Previous research focused exclusively on hotel environmental reporting of large chains. Adopting an exploratory approach, this study analyses the hotel reputation and how this affecting the hotel image, as well as their impact on the perceptions of internal customers at five-star hotels in Egypt. Hotel reputation appears to emerge as a critical dimension of bench marking of a hotel performance. |
|---|---|
| ISSN: |
2636-4115 |
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