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- Creators: Beethoven, Ludwig van, 1770-1827
ContributorsBeethoven, Ludwig van, 1770-1827 (Composer)
ContributorsBeethoven, Ludwig van, 1770-1827 (Composer)
Description
As undergraduate students focus on the perceived adventure, growth opportunities, social connections, freedom and fun, they may not be aware of the dangers and risks associated with studying abroad. Despite university-created crisis prevention measures such as policies, documentation, and orientations warning of the risk of travel, students who study abroad face some form of a crisis every year. Universities warn travelers of the dangers of crime and the psychological issues associated with liminal experiences and culture shock, preparing students for the harsh reality that immersion into a foreign culture is an intense and sometimes taxing experience. Faculty and staff dedicate a tremendous amount of time and energy to ensure our students are braced for their travel experience, yet students still experience immense hardships. In a comprehensive analysis of this phenomenon, we seek to find and explore reasons and variables that account for this chasm. We suspect the reason for this chasm, despite good efforts, is the variance between the resources that are provided and needed both upon entry into host country, and re-entry into native country. In extensively reviewing existing scholarly literature, reviewing case studies, conducting examinations of multi-causal variables, and analyzing measurable data, we suggest that study abroad preparation resources must adapt in order to accommodate an ever-evolving undergraduate tourist experience. In Section I the research team provides an introduction and underscores the central question of the study. Section II includes an extensive literature review in order to establish a definition of culture shock, determine what universities currently do to mitigate culture shock and risk, and assess the efficacy of these strategies. The research team subsequently identifies a lacuna -- the gap or point of departure from existing literature and research that this study seeks to fill. Section III presents our hypothesis, while Section IV offers an outline of precise Methodology. Section V includes an in-depth Data Analysis using findings dependent upon surveys and interviews as discussed in Methodology. Section VI presents policy recommendations or a “fix” based upon findings presented in Data Analysis. Section VII presents a conclusion, offering a culmination of deductions and implications, proving the relevance of this study to Arizona State University.
ContributorsGrimes, Grace Cameron (Co-author) / Church, Elise (Co-author) / Iheduru, Okechukwu (Thesis director) / McWilliams, Claire (Committee member) / Dean, W.P. Carey School of Business (Contributor) / Barrett, The Honors College (Contributor)
Created2019-05
Description
Within the hotel industry, customers come first. Their satisfaction drives revenue and drives the industry forward. With the updates in technology, new Consumer Relationship Management (CRM) databases are being implemented to aggregate customer reviews into a single platform that is analyzed and creates policies to help increase overall satisfaction. Hotels are ranked within all customer review sites such as Trip Advisor and Yelp and the higher the scores and the rank, the more these review sites promote these establishments, and the more customers book at this hotel. Therefore, customer reviews directly affect the revenue of a hotel. A hotel with low scores and low customer satisfaction will not entice guests to book. This new era of technology and customer driven revenue is the motivator behind Hilton’s creation of the SALT database. This Satisfaction and Loyalty Tracking database helps improve loyalty within the Hilton brands.
This paper examines the overall use of CRM systems and then examines the property level satisfaction metrics that can be found on SALT. The two metrics that the individual property could have the most effect on with the lowest budget were determined to be Digital Key and Digital Check-In, which make up the Digital Platform. This Digital Platform is accessed through the Hilton Honors app, which is a loyalty program created by Hilton. There are four tiers of Honors Members within the loyalty program: Blue, Silver, Gold, and Diamond. Blue members make up most of the membership base in general, however, at the local property examined, 60% of all guests are Gold and Diamond. Therefore, the research done within this paper focuses on improving overall Digital Platform satisfaction of Gold and Diamond members who are key business travelers that bring in revenue to the specific property examine.
The research collected for this project was done through observations of guests from the perspective of a Front Desk Agent, interviews with guests, analysis of SALT scores and guest reviews, and firsthand experiences of using Digital Key at local competitors of the local property. Through these analyses, the main problems that were compiled were internet connectivity, confusing property layout, Digital Key allotment and activation, technological issues with the Digital Key and hardware at the property, Digital Check-In and room selection, and negative reception of Hilton Honors Members. The solutions that were suggested focus on excellent customer service, increased training of Front Desk Agents regarding Digital Platform and Hilton Honors recognition, adding wi-fi routers throughout the hotel, adding Hilton Honors stickers to entrances, adding digital reader maps, and having the Director of Front Office Operations ensure that they are updating the Digital Platform frequently with rooms for members to choose.
This paper examines the overall use of CRM systems and then examines the property level satisfaction metrics that can be found on SALT. The two metrics that the individual property could have the most effect on with the lowest budget were determined to be Digital Key and Digital Check-In, which make up the Digital Platform. This Digital Platform is accessed through the Hilton Honors app, which is a loyalty program created by Hilton. There are four tiers of Honors Members within the loyalty program: Blue, Silver, Gold, and Diamond. Blue members make up most of the membership base in general, however, at the local property examined, 60% of all guests are Gold and Diamond. Therefore, the research done within this paper focuses on improving overall Digital Platform satisfaction of Gold and Diamond members who are key business travelers that bring in revenue to the specific property examine.
The research collected for this project was done through observations of guests from the perspective of a Front Desk Agent, interviews with guests, analysis of SALT scores and guest reviews, and firsthand experiences of using Digital Key at local competitors of the local property. Through these analyses, the main problems that were compiled were internet connectivity, confusing property layout, Digital Key allotment and activation, technological issues with the Digital Key and hardware at the property, Digital Check-In and room selection, and negative reception of Hilton Honors Members. The solutions that were suggested focus on excellent customer service, increased training of Front Desk Agents regarding Digital Platform and Hilton Honors recognition, adding wi-fi routers throughout the hotel, adding Hilton Honors stickers to entrances, adding digital reader maps, and having the Director of Front Office Operations ensure that they are updating the Digital Platform frequently with rooms for members to choose.
ContributorsRezac, Cassandra Rose (Author) / Niebuhr, Robert (Thesis director) / McWilliams, Claire (Committee member) / Dean, W.P. Carey School of Business (Contributor) / Barrett, The Honors College (Contributor)
Created2019-05
Description
The study looks deep into how traveling to new destinations allows individuals to explore new cultures, escape from their everyday routine and have an opportunity to grow and become a more open minded individual. The millennial generation is a group that has distinguished themselves from any other generation that came before them as they are changing the direction in which industries operate on every level. Millennial women are slowly causing a significant impact in the tourism industry as they are becoming the leading market share holders for hosting Airbnb's and have a growing trend for traveling on their own. Due to the increase of trends of solo female travelers, there is a demand for a new innovative product that encompasses all the needs and wants of women that are exploring on their own. Compass, the app, could be the ideal product that would help connect independent female travelers that want to have a personalized experience in a new destination. The app would consider the mainstream concerns of female solo travels such as safety, recommendations and reviews as the algorithms would match the women who are most compatible with each other. This paper will discuss the study that was conducted to gather data from millennial women at Arizona State University to determine whether or not there is a demand for an app such as Compass. In order to collect data, a survey was distributed through a Google form that utilized multiple question formats. The results of the study suggest there is a demand for the app as the millennial women average a high likelihood to use the app if it were to become a viable product. Compass could open the doors for a new niche market within the tourism industry that could eventually expand and change the way traveling for leisure occurs in the fast-paced world.
ContributorsLizcano Hernandez, Diana (Author) / Goodman, Rebekka (Thesis director) / Jordan, Evan (Committee member) / McWilliams, Claire (Committee member) / Thunderbird School of Global Management (Contributor) / School of Community Resources and Development (Contributor) / Barrett, The Honors College (Contributor)
Created2018-05
Description
The Chinese tourism market has become the largest tourism market in the world and continues to show promise in its future development. Global destinations such as Southeast Asia, France and now Australia have begun to see a major boom in Chinese tourists within the past decade due to less restrictive travel policies, a growing economy and higher disposable income rates within urban centers in China. Australia has become the top destination among Chinese citizens that wish to travel due to its coastal and beach attractions, unique wildlife, and general welcoming attitude toward Chinese citizens. As the market continues to grow, the characteristics and demographics change as well. The Chinese government did not allow for international travel until the early 1990s. During this time, package tours offered by government-regulated travel agencies were the prominent method of travel planning with travelers over the age of 35 making up the majority of travelers. However, in the past decade there has been a shift from group travel toward independent travel due to higher income and more independence among young adults. There remains a stigma against Chinese tourists due to behavioral and cultural challenges Chinese tourists face when traveling abroad, but as Chinese travelers begin to travel in smaller groups and have greater exposure to international cultures, these negative stereotypes will start to disappear. This paper focuses on the impact the Chinese tourism market has on Cairns, Australia. Cairns is characterized by its backpacking culture, easy access to environmental attractions and a high number of annual travelers from Asia and China specifically. The paper uses qualitative research and compiles information from news sources, government documents and statistical data regarding Chinese outbound tourism and its impacts on Australian tourism. There is also a case study composed of personal observations of a nature park in North Queensland which uses specific marketing and attraction coordination to appeal to Chinese tourists. This case study analyzes the tactics used by local destinations that cater to group travel over independent travel and points out the benefits of this type of specialized tourism. The research concludes by arguing the trend toward independent travel is beneficial to the Cairns tourism industry rather than harmful as long as the industry recognizes the new trends in Chinese tourism and does not focus on the previous trends of group travel when appealing to Chinese tourists. Instead, the industry should continue to focus on the backpacking culture and work toward catering to the demands of millennial travelers.
ContributorsRochon, Jacob Henri (Author) / Goodman, Rebekka (Thesis director) / McWilliams, Claire (Committee member) / College of Public Service and Community Solutions (Contributor) / School of Politics and Global Studies (Contributor) / School of International Letters and Cultures (Contributor) / Barrett, The Honors College (Contributor)
Created2016-12
ContributorsBeethoven, Ludwig van, 1770-1827 (Composer)
ContributorsBeethoven, Ludwig van, 1770-1827 (Composer)
ContributorsBeethoven, Ludwig van, 1770-1827 (Composer)