...TripAdvisor has made a change to their website in the hopes of warning potential travelers of spots that could be dangerous to tourists. According to CBS News, the travel company is now flagging hotels where sexual assaults have been reported using a new badge to alert their visitors to be aware of the alert for their safety. A TripAdvisor spokesman said in a statement: These badges will remain on TripAdvisor for up to 3 months; however, if the issues persist we may extend the duration of the badge. These badges are intended to be informative, not punitive. The move comes after the company faced backlash for removing multiple posts people had put up describing crimes that happened to tourists in Mexico. The Milwaukee Journal Sentinel reports...
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...TripAdvisor, Starbucks 00.01.2014 TripAdvisor 1. 2. 3. 4. 5. 6. Why is TA appealing to consumers? Why do consumers write reviews? What do hotel owners and property managers feel about TA? How does TA manage to create the balance between consumers and hotel managers? How does TA monetize its UGC? How does it differ from other UGC sites such as Yelp? Why has TA been so successful in hotel reviews? Why is it not known for restaurants even though it has user reviews on over half-a-million restaurants? Can TA replicate its success in China, vacation rentals and flights? How should Kaufer prioritize TA’s growth options? 1. Why is TA appealing to consumers? Why do consumers write reviews? The fact that a visitor can access reviews, see description of the listed entries, compare prices, review photos and map listing locations, made it very attractive for consumers. In addition to the easy access to OTA or hotel site when ready to book. Upon logging in for free at TA users can post reviews of their own experiences which enhanced the decision making process. According to Forrester study, most users wrote reviews because they pleased with hotel or travel experience, some wrote because they were disappointed, some wanted to have a conversation, and few used it as a shortcut to reach management. Kaufer believed that "users write reviews since they feel grateful for the advise the got on our site". 2. What do hotel owners and property managers feel about TA? How does TA manage to create...
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...Marketing 3.4 Lesbrief: TripAdvisor Marketing 3.4 Lesbrief: TripAdvisor Inhoudsopgave Doelstellingen les 2 Hoofdonderwerpen 2 Literatuuronderzoek 2 TripAdvisor, de case 2 Korte samenvatting resultaten van literatuuronderzoek 2 The five competitive forces that shape competitors, 2008, Michael E. Porter 2 Building growth on core competence – a practical approach, 1997, Nigel Petts 3 Skill identification 3 Learning 3 Knowledge embedding 3 Rapid Deployment 4 Restructuring 4 Innovation 4 Uitwerking marketingcase TripAdvisor 5 De casus in het kort 5 China 5 Vacation rental 6 Probleemstelling 6 Probleemanalyse 6 Marktafbakening (model van abel) 7 Afnemerstechnologie 7 Afnemersfunctie 7 Afnemersgroepen 8 Het model in beeld 8 Porter toegepast op case TripAdvisor 9 Potentiële toetreders. 9 Macht van leveranciers 10 Macht van de afnemers. 10 Dreiging van substituten 11 Concurrentie tussen bestaande concurrenten 11 Kern-competentie 11 Probleemoplossing TripAdvisor 11 Situatie 1 11 Advies 1 11 Situatie 2 12 Advies 2 12 blueprint model 13 Doelstellingen les Aan de hand van een literatuuronderzoek gaan wij het 5-krachtenmodel van Porter toelichten. Hiernaast lichten wij de kerncompetenties van Prahalad en Hamel uitgebreid toe. Na deze toelichting worden de modellen toegepast op de toegewezen casus: TripAdvisor. Als laatste wordt het blueprint-model uit het boek van de Vries toegepast op TripAdvisor. Hoofdonderwerpen ...
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...24-hour challenge of Internet disconnection Last Sunday, I had an experience which I challenged myself – I asked myself not to communicate via the Internet for 24 hours in order to see how I would feel without contacting with the world through the Internet. I decided to stay disconnected with the social media in a day, the challenge started at 8am on 14/03/2015. This blog entry is to show my activities within the challenge. 8.00am (14/03/2015) I woke up and turned off wifi and mobile data completely. I did not turned off my cellphone because I love taking pictures, I want to capture moments of life – therefore I can use camera of my cellphone to make it. 8.30am It was considered early to me to wake up at this time. I got out of bed and did my personal hygiene in the morning. Turned back to my room, I decided to clean my room after busy weeks with schoolwork. Normally, I use my phone to check out my Facebook and messages, but I did not do it. I was quite satisfied to see my neat room. 9.15am I was hungry, I made instant noodle as a breakfast. I started feeling uncomfortable without using social media. Well, I really wanted to make it, so I continued the challenge. 10.00am After eating and cleaning stuff in the kitchen, I played some nice and sweet pieces of music on the piano. I really enjoyed it and did not think of what was happening in the social media. I played for 2 hours which made me have a calm mind. 12 noon I felt that I should check out my media account since...
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...For the exclusive use of B. Varghese, 2015. 9-511-004 REV: APRIL 14, 2011 SUNIL GUPTA KERRY HERMAN Tri ipAdvisor It w early Mo was onday mornin in the first week of Au ng t ugust 2010, an just back i his office fr nd in rom a two-w week family vacation, Step v phen Kaufer, founder and CEO of Trip d pAdvisor (TA was happy and A), y relaxe Kaufer ha rented two houses for his family’s vacation in M ed. ad o Martha’s Vin neyard—one h house from TA’s newest service, Vaca ation Rentals, and the other from a competitor site. K Kaufer was pl leased that th house he found throug TA’s listing was far sup he f gh g perior to the o off his competitor’s sit He one te. was v very optimisti about the fu ic uture potentia of TA’s ent into this se al try egment. As Kaufer settl in his off s led fice, he saw a note from Bryan Saltzb burg, General Manager of New l Initiat tives and head of TA’s f flight service requesting an urgent m e, meeting. In F February 2009 TA 9, hed launch a flight metasearch se m ervice similar to Kayak, w r where consum mers could com mpare prices from s severa airlines and online trave agencies (O al d el OTAs). The hi ighly competi itive online flight search m market becam even more competitive in July 2010 when Goog announce that it was acquiring ITA, a me e e 0 gle ed s leadin flight-info ng ormation soft tware compa any, for $700 million.1 Ka 0 aufer was su that Saltz ...
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...provider; tripadvisor.com and expedia.com. Customer themes of satisfaction and disappointment highlighted in the report are assessed in accordance with the three additional elements of the services marketing mix established by Boom and Bitner (cited in Bitner, 1990). These elements include: physical evidence, people and process elements of service mechanisms (Bitner, 1990). Results from the customer reviews analysed found that 96% of reviewers on Expedia would recommend the hotel to others, whereas 91% of TripAdvisor reviewers gave it an above average rating. The main positively perceived factor by customers was the location of the hotel. However, many key service failures and complications have been noted across the areas of hygiene, comfort, convenience and customer service. The report determines that the overall potential of the company in its current services performance position is positive. Although the negative feedback accounts for only 3-4% of all TripAdvisor and Expedia reviews, the identified areas of weakness necessitate further investigation and determination of corrective action to be taken by management of the service firm. Recommendations in the report advise the hotel to: Maintain premium image by renovating and updating rooms and all physical elements of the service experience; Focus on quality of service, providing honest photos representative of reality to minimise consumer risk perceptions; and...
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...Readings CIDCM Hilton Hotels: Brand Differentiation through Customer Relationship 2002 Hilton launched a CRM (“Customers Really Matter”) strategy, which was focused on improving service delivery consistently across the family of Hilton brands. After rapidly expanding since 1919, starting 1964 Hilton started diversifying their business by expanding into casinos and vacation ownership. 2005 Hilton bought back Hilton International and kept expanding “We need scale and breadth to be the first choice of the world’s traveler. WE want enough distinct product at different price points in order to be considered by guests across the full spectrum of segments and reasons for travelling.” Hilton OnQ: Implementation of a consistent IT infrastructure to enable the brand promise. Collecting customer data, preferences, and likings across all properties of Hilton to ensure fast, effective and excelling customer relationship management. Hilton did not bill owners of hotels for their technology implementation. Technology is there to reduce their costs and improve their revenues. “We all share the goal of driving profitability” OnQ as critical component of aggressive expansion strategy. OnQ stimulates cross-selling and managing customer relations at all touchpoints (before/during/after) Fostering a relationship with the customer throughout their lifecycle with ONE system for all properties helping recognition of customer needs and personalization of service...
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...all. Figure 1 - The traditional Oxy logo. Recognized and well profound by all. Figure 2 – The location of Oxy. Which is situated near the perimeters of the town’s football stadium, The Kassam Stadium. Figure 2 – The location of Oxy. Which is situated near the perimeters of the town’s football stadium, The Kassam Stadium. Figure 3 – This is Abraham Maslow’s hierarchy of needs. He believe people were motivated but other things rather than the thought of money. Figure 3 – This is Abraham Maslow’s hierarchy of needs. He believe people were motivated but other things rather than the thought of money. Figure 4 – A review of the restaurant on the renowned website of TripAdvisor. Can see there’s a mixture of both good and bad ratings. Figure 4 – A review of the restaurant on the renowned website of TripAdvisor. Can see there’s a mixture of both good and bad ratings. Figure 5 – Screenshot of a page on the Iceland website. Page dedicated on the workers and their views Figure 5 – Screenshot of a page on the Iceland website. Page dedicated on the workers and their views Figure 6 – This is screenshot of a website which in detail talk about the many ways of motivating employees. The page is useful for owners or managers looking to motivate workers Figure 6 – This is screenshot of a website which in detail talk about the many ways of motivating employees. The page is useful for owners or managers looking to motivate...
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...TripAdvisor Case Write-up 1. Why is TA appealing to consumers? Why do consumers write reviewers? What do hotel owners and property managers feel about TA? TA is appealing to consumer because: * It offers real information from real people’s travels, this made it attractive for consumers. * You can access reviews and can rely on it if going to a new destination. Reasons explained for writing online reviews: * To help consumers make good decisions and share experiences. * To reward the company for good service and help them make an improvement if needed. Hotel owners and property managers generated significant traffic through TripAdvisor. * Word of mouth is primary factor behind 20-50% of all purchasing decisions. * Owners & managers looked at it as an opportunity to interact & engage with consumers. * They tried to manage the location where reviews appeared and quality & quantity of reviews generated. 2. How does TA monetize its UGC? How does it differ from other UGC sites such as Yelp? Click-able Ads | Business Listing Service | Display Advertising | * 77% revenue,Text-basedAds* Users able to click other websites and check rates. * Hotels & online agencies pay per click* $.25 to $1.00 | * Premium offer.* Allowed to put in contact information* Advertise special offers.* $500 to $10,000 | * 12% of revenue.* sold by cost per thousand impressions.* $15 on average. | It differs from other UCG sites...
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...HOSPITALITY INDUSTRY CASE STUDY Leading Hotel & Resort Brand Harnesses the Voice of the Customer to Improve the Guest Experience About the Brand One of the leading hotel and leisure companies in the world has over 1,000 properties spanning eight different brands in 100 countries and approximately 145,000 employees at its owned and managed properties. The company is also one of the premier developers and operators of high quality vacation interval ownership resorts. “ We were specifically looking for a tool that would provide the managers with a quick snapshot of the top ten guest compliments and top ten guest complaints each month... ...We also wanted to allow them to be able to drill down to look at the actual comments. Challenge: With a reputation for driving ever-higher levels of guest loyalty, satisfaction and brand advocacy, the hospitality company strives to continually improve its guest experiences. And what better way to accomplish that goal than by gaining a deep understanding of the wants, needs, and preferences of its guests? Indeed, collecting and analyzing customer feedback on an ongoing basis lies at the heart of the company’s day-to-day operations and overall growth strategy. Each of the hotels across the hospitality company’s entire portfolio of renowned brands automatically invites guests to complete a brief online satisfaction survey following their stay. The survey consists of standard questions with answer choices for rating different aspects...
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...Group Coursework Submission Form Specialist Masters Programme Please list all names of group members: (Surname, first name)1.Brinkmann, Justus2. Nkwam, Samuel3.Ohanele, Uchenna | 4.Sjohaug, Julie5. Stennicke-Roensholdt, ShaneA5 A5 6.7. GROUP NUMBER: | MSc in: Management | Module Code:SMM880 | Module Title:Strategy Analysis | Lecturer: Dr Kamuriwo, Dzidziso | Submission Date: 12/10/2015 | Declaration: By submitting this work, we declare that this work is entirely our own except those parts duly identified and referenced in my submission. It complies with any specified word limits and the requirements and regulations detailed in the coursework instructions and any other relevant programme and module documentation. In submitting this work we acknowledge that we have read and understood the regulations and code regarding academic misconduct, including that relating to plagiarism, as specified in the Programme Handbook. We also acknowledge that this work will be subject to a variety of checks for academic misconduct. We acknowledge that work submitted late without a granted extension will be subject to penalties, as outlined in the Programme Handbook. Penalties will be applied for a maximum of five days lateness, after which a mark of zero will be awarded. | Marker’s Comments (if not being marked on-line): | % % Deduction for Late Submission: Final Mark: TSURU Strategy Analysis Group A-5: Justus Brinkmann, Samuel...
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...Maithe Penaherrera SHA HF200 “The Rise of the Internet” The last fifteen years have impacted the hospitality industry in various ways and depending on the side of the industry a person is on, it has greatly impacted their wallet as well. From the view of a consumer, knowledge of the industry has widened and the costs associated with partaking in the hospitality industry, i.e. restaurant dining, booking commercial flights, booking hotel accommodations, etc,. has decreased. However, from the perspective of a person employed in the hospitality industry, the costs associated vary depending on the area of hospitality they work in. Mercedes Flores, former travel agent for Costamar Travel from 1994-1999, describes the changes she experienced at Costamar as the world transitioned into the digital era. Once, many customers would come intro travel agencies for any type of travel service, be it one way personal or business trips to month long all-inclusive vacations. But as the internet became a more readily available resource to the average consumer, the number of customers who came in to Costamar for simple one way or two way flights decreased. Customers who did come in for such flights were of more advanced age, generally because they did not know how to use the internet. In 1999, Mercedes left Costmar. In the year 2000, Costamar became one of the first e-business travel agencies. Mercedes says her location was closed a few years afterward. She currently works as a home attendant...
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...features (WDW, 2012). Bay Lake Tower is very close to the Magic Kingdom, which is a wonderful theme park for younger children to experience during several days of a family vacation. The Tower is connected by an elevated walkway to the Contemporary Resort, and there is a special monorail that goes to the park, and stops only at two other hotels. It is more convenient to stay closer to the park where you are planning to go more often, especially when traveling with younger children. After researching the many resorts at Disney World, the Bay Lake Tower appeared to be the best choice for these and many other reasons. The first reason Bay Lake Tower is a perfect choice for a dream vacation is due to the many amenities each room possesses (Tripadvisor, 2012). More specifically, amenities at Bay Lake Tower at Disney's Contemporary Resort include: air conditioning in public areas, barber, 1-hour room service, laundry facilities and services, services for people with disabilities, an outdoor heated swimming pool with multiple slides, a children's splash pad, sunbeds, in-room safe and massage services at the spa. Also provided in each room is a pack and play crib so that families with infants do not need to have the added stress of bringing one along with them. There are also multiple activities for children at the resort, one of which is a nightly Disney movie shown outside on a big screen. Furthermore, rooms provide the opportunity for guests to enjoy a kitchenette or a full size...
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...Revenues are down, or flat at best, and you're now looking for ways to cut expenses. For some reason, this is where the minds of hoteliers turn from driving profit to basic survival. Having been there, I understand how difficult it is to operate a hotel in times like this. Making those decisions, what to cut, what to keep, is one of the hardest parts of your job. It's time to prioritize operational and marketing functions; you don't have to do everything, but you do have to do the right things. While prioritizing those functions, choose those which provide the best return-on-investment no matter what the cost. Shoot for the near-term and long-term results you will need to grow your business. Blindly cutting programs just because they may require a continuing investment is very short-sighted. The best way to convince yourself to continue spending in a recession is by understanding that hotel marketing requires a sustained effort and results are cumulative and tend to compound. When the economy turns around (and it will), your hotel will be in a much better position. The arguments for continuing to spend in a weak economy are tried and true and are based upon solid economic realities. Should your competition cut too much, while you decide to maintain your marketing spending, you'll have an excellent opportunity to gain market share. The Internet should produce at least 30%, or more, of your total business; yet we see too many hoteliers that are not totally engaged in this...
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...The more consumers and employees consume water, energy and resources, the more people perform green consumption. In the early 2012, Trip Advisor had an survey noted that the “green” travel trend was gaining momentum as evidenced by 71% of survey respondents who said they plan to make more eco-friendly choices in the next 12 months compared with 65% who did so in the past 12 months (TripAdvisor, 2012). The next year, as many as 79% of respondents indicated that implementing green practices is important to their choice of lodging (TripAdvisor, 2013). These numbers shows that green consumption in the lodging industry is on the...
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