Essays on Beach Resort Hotel Stays in Thailand Case Study

Download full paperFile format: .doc, available for editing

The paper "Beach Resort Hotel Stays in Thailand" is a great example of a Management Case Study. Beach resort hotels are service organizations because of high customer involvement and long stay duration. In Thailand, the competition in beach resort hotels is high and is influenced by numerous management and marketing constructs such as customer loyalty, corporate image, customer satisfaction, customer perceived value, and service quality. These numerous factors can be viewed through the comprehensive hierarchical model. The aim of the comprehensive hierarchical modeling is to analyses the interrelationships and service quality measurement model between the higher-order constructs through the use of single sample perceptions.

The aim of the paper is to utilize comprehensive hierarchical modeling in Beach Resort Hotel Stays in Thailand. Primary Dimensions The primary dimensions discussed include interaction quality, physical environment quality and outcome quality (Aigbedo & Parameswaran, 2004). In interaction quality, the variables discussed are employees’ problem-solving skills, employees’ professionalism and employees’ attitudes (Akter, D’ Ambra & Ray, 2010). In physical environment quality, the menu design, the design and layout, and the dé cor and ambiance are discussed. The outcome quality discussion is based on sociability, waiting for time and quality of food. Interaction Quality The interaction quality discusses the interaction between the customer and the employees.

It contributes to customer satisfaction and perceptions of the customer in the service delivery (Akter, D’ Ambra & Ray, 2010). The influence of interaction strengthens or weaknesses the perception of the customer on other facets of the Beach Resort Hotel Stays in Thailand (Bhattacharya & Singh, 2008). For example, it can address the shortcomings of the physical environment and address concerns due to outcome quality. Hence, interaction quality is integral in addressing and advancing the requirements of Beach Resort Hotel Stays in Thailand (Hu, Kandampully & Juwaheer, 2009).

The interaction quality affecting Beach Resort Hotel Stays in Thailand include employees’ problem-solving skills, employees’ professionalism, and employees’ attitudes. Employees’ Problem-Solving Skills In Beach Resort Hotel Stays in Thailand, the customers face numerous challenges and sometimes make demands, which are challenging (Fu & Parks, 2001). It means that experienced and employees with problem-solving skills should be available to address the requirements of the customers. The demands from the customers are different meaning the employees have to have the skills to address such requirements (Brady & Cronin, 2001).

Moreover, the urgency and the nature of the order also forces the employees to have skills to address the problem. The success of the problem-solving skills depends on the accomplishment and perception of the customers (Clemes, Gan & Ren, 2011). In certain scenarios, the customers may be forced to request further assistance from the managers, but an effective employee is able to address the requirements of the customers (Akter, D’ Ambra & Ray, 2010).

Solving these problems is integral in employee operations at Beach Resort Hotel Stays in Thailand. Employees’ Professionalism Beach Resort Hotel Stays in Thailand understand the importance of professionalism and employs different approaches to ensure the interaction between the customers and employees is professional in nature (Aigbedo & Parameswaran, 2004). The professionalism is attributed to the skills and experience inclusive of continuous development and training (Chen et al. 2011). Beach Resort Hotel Stays in Thailand employees understand the different requirements and the behavioral approaches to fulfill the requirements of the customers (Akter, D’ Ambra & Ray, 2010).

The professionalism approach employed at Beach Resort Hotel Stays in Thailand include aspects of integrity, accountability, responsiveness and provision of quality services based on guiding principles.


Aigbedo, H., & Parameswaran, R. (2004). Importance-performance analysis for improving quality of campus food service. International Journal of Quality & Reliability Management, 21(8), 876- 896.

Akter, S., D’Ambra, J., & Ray, P. (2010). Service quality of mHealth platforms: development a validation of a hierarchical model using PLS. Electronic Markets, 20(3-4), 209-227

Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services: the impact of the corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1), 7-23.

Bhattacharya, S., & Singh, D. (2008). The emergence of hierarchy in customer perceived value for services: a grounded analysis. Journal of American Academy of Business, Cambridge, 13 (1), 65-71.

Bowen, J. T., & Chen, S.-L. (2001). The relationship between customer loyalty and customer

satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213-217.

Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. The Journal of Marketing, 65(3), 34-49.

Brey, E. T., & Choi, H.-G. (2011). Standard Resort Hospitality Elements: A Performance and Impact Analysis. Journal of Tourism Insights, 1(1), 3.

Caro, L. M., & Garcia, J. A. M. (2008). Developing a multi-dimensional and hierarchical service quality model for the travel agency industry. Tourism Management, 29(4), 706-720.

Chen, C. M., Lee, H. T., Chen, S. H., & Huang, T. H. (2011). Tourist behavioral intentions in relation to service quality and customer satisfaction in Kinmen National Park, Taiwan. International Journal of Tourism Research, 13(5), 416-432.

Chow, H.-s., Lau, V. P., Lo, W.-c., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: decision-and experiential-oriented perspectives. International Journal of Hospitality Management, 26(3), 698-710.

Chu, R. K., & Choi, T. (2000). An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travelers. Tourism

Management, 21(4), 363-377.

Clemes, M. D., Gan, C., & Ren, M. (2011). Synthesizing the effects of service quality, value, and

customer satisfaction on behavioral intentions in the motel industry an empirical analysis.

Journal of Hospitality & Tourism Research, 35(4), 530-568.

Fu, Y.-Y., & Parks, S. C. (2001). The relationship between restaurant service quality and consumer loyalty among the elderly. Journal of Hospitality & Tourism Research, 25(3), 320-326.

Harris, L. C., & Ezeh, C. (2008). Servicescape and loyalty intentions: an empirical investigation.

European Journal of Marketing, 42(3/4), 390-422.

Hu, H.-H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111-125.

Download full paperFile format: .doc, available for editing
Contact Us