Is a list of all tools that are to be controlled

Chapter 1 Powerpoint: Use

Certain information is required for every tool
Common Business Tools
Need to store data to solve future problems
and Technology
Need to be able to distinguish one
tool from another.
Use Common Business Tools and Technology

D1.HGE.CL7.12 Which tool is Which?

D1.HGA.CL6.12
D2.TCC.CL1.13 The following should be recorded in the
register:
Business Tool
Brand
Anything that helps the business meet it’s aims
Model
Emphasis on smaller, mobile tools.
Purchase date

Supplier
Tools Considerations
Warranty Expiry Date
Portable – easily moved and lost
(continued)
Require training
Which tool is Which?
Use involves a cost for the organization
Depreciation
Require maintenance
Department
Possible repair issues
Physical location
Software is a business tool
Serial number
Websites.
Asset number

Barcodes
Which tools?
Associated equipment
Which tools should be considered a business
tool? Storage location.

Criteria is needed to classify a tool that needs

control.

Associated Equipment

These are the other items that help the asset

A tool register function. For example:

The tool register: Power cables

Lens for cameras Serial numbers may also be required
and stored separately
Memory cards
Storage material may not suit a new
Mice
computer
Carry bags
Very attractive for theft.
Cleaning cloths.

Where will it be stored?

Wiki
As the device is portable:
Means fast – easily updateable
The standard storage location should be in the
Great for internal information
register
Must have access rules
Extra location details makes the device
easier to find. Must have content rules.

Usage Landline

What is acceptable business usage? Need to set access rules where calls can be
made to
Establish rules or policies on tool use
Also set rules on how long for personal access
Have controls that restrict use to business
purposes Some systems may require training

Inform staff of usage rules Answering the telephone to external

people will impact on the business.
Consider out of hours use of the tool.

Email
The Business Web Site
Very similar rules to telephone:
Must establish rules on:
Rules on private use
Who can update the site
Rules on content
Who will check that the material
is correct? May have rules about the
presentation of emails.

Software
Allocation
Presents unique challenges:
Who has the tool?
Often required in an emergency
Tools can be given to staff for business use Access Controls

Need to record who has the tool Locks

Need to record that it has been returned Swipe card access

Include check out and check in procedure Passwords

What to check for when the tool is returned Security cameras

What should be explained when the tool is Police checks.

given out.

Employment Contracts
Rosters
Can specify special considerations regarding
This determines who can have the tool employment before they commence work

Ensures the tool is available Ensure that staff understand importance of

issues
Resolves conflict should this arise due to more
than one person requiring the tool on the same Identify and advise staff of consequences of
day. breaking the rules.

Damage Privacy

Any damage to the tool must be recorded Some data is usually confidential and should not
be available to everyone
Action to be taken to repair damaged tool
Must have a legitimate need to read the data
May be some urgency if the damage
is significant The data may be company knowledge such as:

Consideration as to cause of Recipes

damage and cost.
Customer details

Management practices.
Storage

Must be some level of security in the storage

Internet
location
Same rules apply to the internet as email
Conflict between easy access and flexibility
compared with control and security Downloads consume bandwidth and time
Cost of security and the cost of the tools Some sites may be objectionable
Should consider if the tool has special Rules are required relating to how much time
storage requirements. can be spent on the internet for private
purposes
Software may be used to limit the Can they be improved?
sites that can be visited.
Are they reasonable?

Should be conducted on a regular basis

Is the tool still required?

Lockable Storage
Should it be replaced?
Locks limit access. They can be:

Standard keys
Stocktakes
Cables with locks for laptops
This is a procedure to check that the tool is
For high security control there:

Retina Scans Should be done on a regular basis

Voice Prints Forms in stock take order

Facial Recognition Check each item to confirm that it is there.

Cost of security measures versus the control

required.
Information

Information can change

Lockable Storage
Does the data stored reflect the actual
Name three tools that may have become situation?
obsolete in recent times
Recipes can change and not be recorded
Explain how the usage history may affect the
Procedures can change and not be recorded
future of the tool
Can new staff get up to speed on
How would you approach the previous user of a
procedures quickly?
tool that had unrecorded damage?

Of the tools listed at the beginning of this book,

which could be stored with lockable access? Legal Implications
What type of locks would be most appropriate? Is all the data within the company secure?
What type of locks are used where you work? New and changed legislation can have an
impact on the data that can be made available
What are the problems associated with using
passwords as locks? Need to monitor legislation to plan for the
impact of any change.
Audit

This is a check on the control procedures:

Which Tool is Required?
Do the control procedures function correctly?
It is important to select the best tool for the job: Where is the documentation?

What will the tool be required to do?

What consumables are required? Ordering

Detail is important to be able to select From whom do we order?

the correct tool.
What is the lag time between order and
e.g. There is a big difference between receiving?
a movie camera and a still camera.

All Tools require training

Maintenance
All tools require a training program:
Most tools require maintenance:
May be brief when collecting the tool
In-house done on a regular basis
May actually require a training course
Something as simple as cleaning
Each tool will have some details that users need
Regular maintenance that must be done by an
to made aware of.
expert

Some maintenance requires a higher

Consumable level of skill than simply using the tool.

A consumable is an item that the tools require

to be able to function:
Repairs
A sufficient supply of consumables is important
Repairs are often required to keep the tool
Sources, stock levels, and order levels need to functioning
be recorded
Who authorises the repairs?
Who has access to consumables?
Should maintain records of how the damage
Who does the ordering? occurred

What has to be ordered? Did the damage occur as a result of normal use?

If not, who pays?

Training

There are two levels to training: Common Skills

Minimum level to be able to use the tool These are skills that are required to use the
tool:
Advanced knowledge:
Clear paper jams
How do you put staples in the copier?
Change batteries in the camera
Replace consumables: Explain customer relationships in terms of
brand image, online reviews, information
Change paper in the copier.
search and (dis)satisfaction in social media and
technology.

Understand how tourism and hospitality

businesses can manage service recovery in
Faults social media.
Faults need to be reported so that corrective Understand the influence of technology on
action can be taken: service personnel.
What is the reporting process? Understand the newly emerging issues in
Have a register of faults. technology.

Introduction

Technology…

is one of the 3 most important research

priorities among 12 in service research
Chapter 2 Powerpoint: changes the landscape of service encounters.
TECHNOLOGY, CUSTOMER Accor spent 22 million euros ($25 million) to
SATISFACTION AND enhance the customer experience through
digital technology (REUTERS, 2015).
SERVICE EXCELLENCE With the widespread use of technology, the
internet and social media, firms need to
consider technology in terms of customer
interactions and satisfaction (Baker & Magnini,
2016).

TECHNOLOGY, CUSTOMER SATISFACTION AND

SERVICE EXCELLENCE Technology Adoption
Learning Outcomes Service technology interfaces can include:
Understand and explain the role played by Point-of-sale terminals
technology in tourism and hospitality.
Smartphones
Explain hotel technology adoption.
Tablets
Explain how technology enables both
employees and customers to enhance Kiosks
satisfaction in service encounters. These can be used by service employees and
consumers.
Technology adoption, not just technology Social media plays an important role in
acceptance, is one of the most critical factors. facilitating the three-way interaction between
customers, other customers and the firm
Hotel technology enables hotels to drive their
(Baker, 2017).
service objectives better by reducing
complexity, increasing system availability and How to manage online customer relationships
managing properties more efficiently (Amadeus, in order to achieve satisfaction and loyalty is a
2011). new form of customer relationship
management that many firms are attempting to
navigate.
Technology and Satisfaction

Technology can play an important role in

Customer Relationships in Social Media &
increasing employee and customer satisfaction.
Technology (Brand Image)
Effective use of technology enhances the
As social media and Web 2.0 are constantly
customer’s total experience and service
changing the current digital communication
encounter satisfaction by
structure, hospitality firms such as hotels are
customizing service offerings actively participating in creating and
maintaining their brand pages on various social
recovering from service failure media platforms.
spontaneously delighting customers. A recent Harvard Business School case study by
However, when technology failure occurs, the Avery et al. (2015) suggests that a hotel’s digital
technology interface is poorly designed, or the marketing can enhance brand image by
design of service experience related to exploring new technologies through a new
technology is not user-friendly, customers may distribution channel and developing the online
be dissatisfied. marketing space for travel reservations.

Customer satisfaction with a hotel’s social

media interactions can lead to customer
Customer Relationships in Social Media & engagement and positive behavioural outcomes
Technology such as customer retention, commitment and
Social media and Web 2.0 are evolving and advocacy (Sashi, 2012).
becoming essential tools, leading to pervasive
changes in business-to-business
communication, business-to-customer Customer Relationships in Social Media and
communication and customer-to-customer Technology (Posting Experiences and Searching
communication. for Information)

Branded hotel properties have an average of Online reviews are a very clear indicator of
3.7 social media accounts, including Facebook, customer satisfaction or dissatisfaction.
Instagram, Twitter, and Pinterest, and 33% of Online reviews are evaluated by valence
cumulated followers are reached with these (positive and negative), intensity (quality of the
brand accounts (HospitalityNet, 2016). comments), speed (number of contacts in a
period of time), persistence (length of time),
importance (role of comments in the customer brand and will influence their willingness to
decision-making process) and credibility book a reservation (Baker, 2017).
(assurance and confidence of the poster and
It is suggested that service firms, such as hotels
posted message ).
and restaurants, need to constantly update
Customers search for opinions and experiences their activities and respond to customers’
of peer consumers before purchasing a product requests and opinions on social media
or service (Xie et al., 2014). platforms because Web 2.0 transformed how
customers developed relationships with service
providers.
Customer Relationships in Social Media and
Technology (Social Media Satisfaction and
Dissatisfaction) Impact of Technology Use on Service
Employees
Social media is considered one of the major
channels for customer satisfaction and Employees’ satisfaction with technology plays a
customer relationship management (CRM) major role in influencing the relationship
(Baker, 2017). between internal IT service quality and
employees’ service quality to external
Social media can play an important role in
customers.
managing both employee-customer interactions
(i.e. interactive marketing) and company- According to a recent empirical study (Jeong et
customer interactions (i.e. external marketing al., 2016), employees’ perceptions of using
and service recovery). mobile devices in their workplaces positively
affects their perceived job performance,
Social media plays a critical role in spreading
satisfaction and employee retention.
customer complaints (Clerck, 2015) and their
negative impact on others can often be While many firms are focusing on customer
magnified. adoption, it is also critical for these firms to
consider employee use and adoption of the
Managing customers’ (dis)satisfaction in social
technology.
media plays a pivotal role in not only building
positive customer relationships, but also
enhancing customer satisfaction.
Newly Emerging Issues in Technology

Technology is identified as the most dramatic

Managing Service Recoveries in Social Media change and named as ‘Game Changer’ in the
service field (Ostrom et al., 2015).
Managing customers’ (dis)satisfaction in social
media leads to positive outcomes such as other New technologies are…
customers’ satisfaction, future purchase
Virtual reality or augmented reality
intentions, positive impressions, firm
performance. Wearable technology
Interestingly, how a hotel responds or does not Mobile technology
respond affects how others perceive the hotel
E-menus.
 newly emerging technologies in services

Case Study: Accor’s Application for Apple

Watch

Case study questions:

What are the benefits Accorhotels’ existing and

potential customers will get from the Apple
Watch application?

How can the hotel effectively enhance their

customers’ service experience and satisfaction
through this application?

As a marketing manager of this hotel, how do

you use this application to strengthen customer
relationship management?

It is suggested that demographic factors such as

gender, age and level of education all affect
consumer use of technology (see Section 7.2,
Technology Adoption, for more details). How do
those demographic factors influence
consumers’ use of the Accorhotels application
for Apple Watch?

If consumers fail to install or use this

application, how can the hotel recover this
technology service failure?

Conclusion

To understand the significant roles and effects

of technologies in hospitality and tourism, this
chapter discusses:

the importance of technology and customers’

(dis)satisfaction regarding technology use in
service encounters

technology as effective tools managing

customers’ (dis)satisfaction and building
customer relationships

the impact of technology use on service

employees as the internal marketing
perspective