Анализ, исследование и развитие конкурентоспособности мини-гостиниц г. Киева
DOI :
https://doi.org/10.15587/2313-8416.2015.36106Mots-clés :
качество услуг, конкурентное преимущество, мини-гостиницы, классификация гостиниц, категория гостиниц, проектRésumé
В статье рассмотрены качественные характеристики конкурентного преимущества мини-гостиниц (КПМ) г. Киева, перспектива сохранения и развития конкурентоспособных позиций на рынке гостеприимства (РГ) Украины. Дан анализ РГ и туристического рынка Украины, действующего украинского законодательства (УЗ). Систематизированы научные подходы к определению понятия «качество гостиничных услуг» (КГУ). Проведено анкетирование в 70 мини-гостиницах (м-г)
Références
Polozhennya pro mali goteli, moteli, pansionati. Zatverdzheno postanovoyu Verhovnoyi Radi AR Krim vid 19.03.2003. No 487-3/03 (zi zminami ta dopovnennyami). Available at: www.tourism.crimea.ua
DSTU 4268:2003. Derzhavniy standart Ukrayini. Poslugi turistichni. Zasobi rozmischennya. Zagalni vimogi. Vidannya ofitsiyne (2004). Rozrobleno Derzhturadministratsieyu spilno z DP NDI «Sistema», m. Lviv. Vvedeno v diyu z 01.07.2004. Kiev: Derzhspozhivstandart Ukrayini, 14. Available at: http://www.dnaop.com/html/29982/doc-DSTU_4269_2003
Musakin, A. (2007). Mini-oteli eto ne prosto malenkie gostinitsyi. Gostinnichnyiy & Restorannyiy biznes, 1, 56–57.
Zhurnal “Gostinichnyiy i restorannyiy biznes”. Available at: http://www.hotelbiz.com.ua/
Mishin, V. (2005). Upravlenie kachestvom: Uchebnik dlya studentov vuzov, obuchayuschihsya po spetsialnosti «Menedzhment organizatsii». Second edition. Moscow: YuNITI-DANA, 463.
Kotler, F., Bouen, Dzh., Meykenz, Dzh. (2012). Marketing. Gostepriimstvo. Turizm: Uchebnik dlya studentov vuzov. Fourth edition. Moscow: YuNITI-DANA, 1071.
Hall, R. (1992). The Strategic Analysis of Intangible Resources. Strategic Management Journal, 13 (2), 135–144. doi: 10.1002/smj.4250130205
Coyne, K. P. (1986). Sustainable Compeitive Advantage – what it is, what it isn't. Business Horizons, 29 (1), 54–61. doi: /10.1016/0007-6813(86)90087-x
Bull, A. (1995). The Economics of Travel and Tourism. Second edition. Melbourne: Longman, 272.
Evans, N., Campbell, D., Stonehouse, G. (2003). Strategic Management for Travel and Tourism. Oxford: Butterworth-Heinemann, 420 р.
Porter, M. E. (1980). Competitive Strategy: Techniques for Analyzing Industries and Competitors. New York: The Free Press, 397.
Barney, J. B. (2010). Gaining and Sustaining Competivie Advantage. Fourth edition. Upper Saddle River, NJ: Prentice Hall. New York, 512.
Porter, M. E. (1998). Competitive Advantage – Creating and Sustaining Superior Performance. First edition. New York: The Free Press, 592.
Zeithaml, V. A. (1998). Consumer Pereceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52 (3), 2–22. doi: 10.2307/1251446
Berry, L. L., Parasuraman, A., Zeithaml, V. A. (1998). The Service-Quality Puzzle. Business Horizons, 41 (15), 35–43. doi: 10.1016/0007-6813(88)90053-5
Bitner, M. J., Hubbert, A. R.; Rust, R., Oliver R. (Eds.) (1994). Encounter satisfaction versus overall satisfaction versus quality. Service quality: New Directions in Theory and Practice. London: Sage Publications, 72–94. doi: 10.4135/9781452229102.n3
Stevenson, W. J. (1993). Production/Operations Management. Fourth edition. Boston: Irwin Homewood.
Schroeder, R. G. (2010). Operations Management Contemporary Concepts and Cases. 5th Revised Ed. Boston: McGraw Hill, 544.
Dawes, J., Rowley, J. (1999). Negative evaluations of service quality – a framework for identification and response. Journal of Marketing Practice: Applied marketing Science, 5 (2), 46–55. doi: 10.1108/eum0000000004554
Brady, M. K., Cronin, J. J. (2001). Some New Thoughts on Conceptualizing Perveived Service Quality: A Hierarchical Approach. Journal of Marketing, 65 (3), 34–49. doi: 10.1509/jmkg.65.3.34.18334
Avelini Holjevac, I. (1997). Total Quality Management. Nase gospodarstvo: revija za aktualna gospodarska vprasanja, 1 (2), 47–55.
Cerovic, Z., Pavia, N., Galicic, V. (2005). Organizacija i kategorizacija ugostiteljskih objekata. Opatija: FTHM Opatija.
Pizam, A., Ellis, T. (1999). Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management, 11 (7), 326–340. doi: 10.1108/09596119910293231
Dube, L., Renaghan, L. M. (1999). Building Customer Loyality. Cornell Hotel and Restaurant Administration Quarterly, 40 (5), 86.
Vatolkina, N. Sh. (2012). Systematization of the approaches to “service quality” definition. Bulletin of the Pacific state Economic University, 4, 82–93
Beddowes, P., Gulliford, S., Knight, M., Saunders, I. (1987). Service Success! Who is Getting There. Operations Management Association, University of Nottingham, 6.
Ghobadian, A., Speller, S., Jones, M. (1994). Service Quality Concepts and Models. International Journal of Quality & Reliability Management, 11 (9), 43–66.
Gupta, S., Vajic, M.; Fitzsimmons, J., Fitzsimmons, M. (Eds.) (2000). The contextual and dialectical nature of experiences. New service development, Thousand Oaks: Sage, 33–51. doi: 10.4135/9781452205564.n2
Schneider, B., White, S. S. (2004). Service Quality. Research Perspectives // Foundations for Organizational Sciences; Sage Publications, 185.
Onkvisit, S., Shaw, J. J. (1994). Consumer Behavior: Strategy and Analysis. New York: Macmillan, 654.
Sandstrom, S. (2008). Technology-based service experiences: A Study of Functional and Emotional Dimensions of Telecom Services. Licentiate Thesis. Karlstad University Studies. Universitetstryckeriet, Karlstad, 3, 48.
Brogowicz, A. A., Delene, L. M., Lyth, D. M. (1990). A synthesised service quality model with managerial implications. International Journal of Service Industry Management, 1 (1), 27–44. doi: 10.1108/09564239010001640
Schneider, B., White, S. S. (2004). Service Quality. Research Perspectives. Foundations for Organizational Sciences; Sage Publications, 185.
Surprenant, C. F., Solomon, M. R., Gutman, E. G. (1983). Service encounters are human interactions. Journal of Business Research, 20, 13–21.
Czepiel, J. A. (1990). Service encounters and service relationships: implications for research. Journal of Business Research, 20 (1), 13–21. doi: 10.1016/0148-2963(90)90038-f
Ghobadian, A., Speller, S., Jones, M. (1994). Service Quality Concepts and Models. International Journal of Quality & Reliability Management, 11 (9), 43–66. doi: 10.1108/02656719410074297
Edvardsson, B. (1998). Service Quality Improvement. Managing Service Quality: An International Journal, 8 (2), 142–149. doi: 10.1108/09604529810206972
Svensson, G. (2004). A customized construct of sequential service quality in service encounter chains: time, context, and performance threshold. Managing Service Quality: An International Journal, 14 (6), 468–475. doi: 10.1108/09604520410569801
Svensson, G. (2003). A Generic Conceptual Framework of Interactive Service Quality. Managing Service Quality: An International Journal, 13 (4), 267–275. doi: 10.1108/09604520310484680
Dabholkar, P. A., Shepherd, C. D., Thorpe, D. I. (2000). A Comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76 (2), 131–139. doi: 10.1016/s0022-4359(00)00029-4
Haksever, K., Render, B., Rassel, R., Merdik, R.; Kulibanova, V. (Ed.) (2002). Upravlenie i organizatsiya v sfere uslug. Second edition. SPb.: Piter, 752.
Mattsson, J. (1992). A service quality model based on ideal value standard. International Journal of Service Industry Management, 3 (3), 18–33. doi: 10.1108/09564239210015148
Vargo, S. L., Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68 (1), 1–17. doi: 10.1509/jmkg.68.1.1.24036
Gentile, C., Spiller, N., Noci, G. (2007). How to Sustain the Customer Experience: An Overview of Experience Components that Co-create Value with the Customer. European Management Journal, 25 (5), 395–410. doi: 10.1016/j.emj.2007.08.005
SPSS software. Available at: www.spss.com/home_ /up107.htm/17.10.2005/
Dahtijarevic-Siber, F. (1999). Human potential management. Zagreb: Golden Marketing Zagreb.
Pro poryadok nadannya poslug z timchasovogo rozmIschennya (prozhivannya). Zatverdzheno postanovoyu KMU vId 15.03.2006 r. No 297. Available at: www.tourism.gov.ua
Fedorov, R. G. (2013). Gostinichnyiy biznes kak sostavlyayuschaya sovremennoy industrii turizma. Molodoy uchenyiy, 4, 307–311.
Loyko, O. T. (2007). Turizm i gostinichnoe hozyaystvo: Uchebnoe posobie. Tomsk: Izd-vo TPU, 157.
DSTU 4527:2006. Derzhavniy standart UkraYini. Poslugi turistichnI. Zasobi rozmIschennya. TermIni ta viznachennya. Vidannya ofItsIyne. Rozrobleno DerzhturadmInIstratsIEyu spIlno z DP NDI «Sistema», LvIv (2006). Vvedeno v dIyu z 01.10.2006. Kiev: Derzhspozhivstandart UkraYini, 28.
Baylik, S. (2006). Gostinichnoe hozyaystvo. Organizatsiya, upravlenie, obsluzhivanie. Ucheb. Posobie. Second edition. Kiev: Dakor, 288.
Musakin, A. (2007). Malyiy otel: s chego nachat, kak preuspet. Sovetyi vladeltsam i upravlyayuschim. SPb.: Piter, 320.
GotelI ta InshI mIstsya dlya korotkotermInovogo prozhivannya OdeskoYi oblastI (statistichniy zbIrnik) (2007). Odesa: Golovne upravlInnya statistiki v OdeskIy oblastI, 73.
Téléchargements
Publié-e
Numéro
Rubrique
Licence
(c) Tous droits réservés Валерия Викторовна Дэвон, Виктор Макарович Левыкин 2015
Cette œuvre est sous licence Creative Commons Attribution 4.0 International.
Our journal abides by the Creative Commons CC BY copyright rights and permissions for open access journals.
Authors, who are published in this journal, agree to the following conditions:
1. The authors reserve the right to authorship of the work and pass the first publication right of this work to the journal under the terms of a Creative Commons CC BY, which allows others to freely distribute the published research with the obligatory reference to the authors of the original work and the first publication of the work in this journal.
2. The authors have the right to conclude separate supplement agreements that relate to non-exclusive work distribution in the form in which it has been published by the journal (for example, to upload the work to the online storage of the journal or publish it as part of a monograph), provided that the reference to the first publication of the work in this journal is included.
