The issues encountered by countries depending on tourism can be highly complicated due to the COVID-19 developments. According to the article “EU Unveils Vaccine Passport Plan to Enable Summer Travel,” published by the Washington Post, the European Union (EU) attempted to create a favorable solution for European travelers (Noack & Ariès, 2021). The individuals recently vaccinated against the virus or possessing negative test results will potentially qualify for obtaining a digital or paper pass, which will allow them to enter EU countries. This resolution is believed to be introduced as early as June 2021.
The suggestion discussed appears to be highly valuable for multiple European countries that rely on the tourism sector. Implementation of valid passes for people immune to the virus will be highly beneficial for these states, presenting them with an opportunity to gain additional benefits (Noack & Ariès, 2021). However, several government leaders have shown their concerns about the negative consequences of this initiative. While many vaccine products are currently available, some of these solutions remain invalidated by the EU, meaning that travelers will be forced to adopt specific treatment techniques to obtain the permits. In addition, while some countries are furthering the acts to open the borders to tourists, other authorities are still reluctant to implement these strategies, hoping to acquire more reassurance regarding their effectiveness.
Altogether, it is evident that there is still no consensus between the European Union countries on the subject of vaccination products and tourism permissions. The article highlights both positive and negative features of the tourist passes initiative, offering an objective insight into this topic. While there are many benefits to the permit’s approval, various disadvantages are still present. The EU government is still to find a unanimous solution that will be satisfactory for both the countries involved and their citizens.
Work Cited
Noack, R., & Ariès, Q. (2021). EU unveils a vaccine passport plan to enable summer travel. The Washington Post. Web.
Four Seasons hotel is a five star hotel that fosters prominent competition within Saudi Arabia’s hospitality industry. The main reason for optimal overlap against competitors lies in the ability of establishing major outliers concerning service delivery system. According to researchers, it is the responsibility of indicating major outliers that enhance the development of advantages within the key framework (Wan & Rob, 2017). The lack of institutionalized mainframes regarding the structural enterprise risks client dissatisfaction.
Four Seasons Riyadh hotel business description
Four Seasons hotel is a hospitality industry sector that offers dynamic services to enhance client satisfaction. The diversification of certain features boosts the value of purchase and render the prominent essence of brand positioning (Wan & Rob, 2017). The establishment of competitive advantages fostered the intensification in acquiring significant market share. The main economic issues within the mainframe enshrine pricing, social spectrum, style, performance index, fuel optimization, brand, space, and safety that influence patronage. Primarily, the concept of buyers’ intention is a framework encompassing an interplay of distinct entities to steer satisfaction.
Four Seasons Riyadh establishment fosters significant competence based on the optimal options for leisure activities within the region. The illustrations of distinct variations of services enhances customer satisfaction and worthiness of the purchasing price (Lu & Saloomeh, 2019). The diversification of entities plays a vital role in determination of competitive advantages against other hotels. It is crucial to indicate the managerial strategies that enhance performance in the company’s operations. The intensification in business activities is an issue that involves the intersection of market segments and dynamic competitive advantages. It is the responsibility of managerial team to assess the customers’ needs as a baseline of understanding key product features. Globalization steered by technological advancement rendered the increase in professionalism and strategic management aspect. Saudi Arabia is one of the Asian countries with a remarkably economic growth percentage due to the oil-based enterprise improving the flow of monetary resources.
Four Seasons Riyadh hotel financial performance
The financial performance of Four Seasons Riyadh attributes to the proficiency in the competition within marketplace. Different factors foster significant capacity in management of factors of production. According to research, the company records at least $4.23 million and employs seventy workers (Dun & Bradstreet, 2021). The optimal productivity relies on essence of incorporating strategic management initiatives (Dun & Bradstreet, 2021). The core advantage withing the enterprise enshrines diversification of service and product features. The lack of key indicators enhancing firm’s position in the bazaar risks profound trickle-down effect for distinct variables.
Four Seasons Riyadh SWOT analysis
SWOT analysis of a company fosters the comprehension concerning the performance outlier within the marketplace. Therefore, it is crucial to assess the distinct entities elevating product and service performance. An excellent example of a framework that intensifies the profound interdependence on Four Seasons Riyadh competence lies in understanding consumer needs (Dun & Bradstreet, 2021). Saudi Arabia clientele focuses on attainment of optimal service experience relative to the purchasing price. As a result, it is crucial to incorporate dynamic strategic management conceptual frameworks.
Four Seasons Riyadh SWOT analysis (Strengths)
Four Seasons is an international brand that poses significant impact across the marketplace due to proficiency in determining standards of operations. The competence of an organization depends on the effective monitoring and control of dynamic business operations. The dynamic business operations that enhance competitive advantage engulf planning, analysis, implementation, and control. On the one hand, the structural approach in brand positioning gears the development of competitive advantages at the organization. On the other hand, using an unstructured aspect involves the lack of definitive business goals and objectives. Over the decades, globalization fostered the intensification of business competition. Therefore, a lack of concise enterprise objectives limits a company’s efficiency incompetent service delivery (Khalid et al., 2020). In this case, the disparate approach poses a challenge in boosting the firm’s competence than a structured approach in trademarking.
Four Seasons Riyadh SWOT analysis (Strengths: brand image)
Branding is an essential factor that intensifies competence of an organization. Therefore, it is crucial to establish elements that enhance the placement initiative and identification by niche market segment. Brand positioning is an ideology in the business market that demands a structural implementation approach cause of the resultant strategic management. The use of a structured perspective over an unstructured appeal contributes to creating a sustainable competitive advantage. The fabric phenomenon in trademarking is a tool in any organization since it contributes to developing crucial concepts in competence. One of the proficiencies geared by the initiative involves both internal and external administration of the operations. The intrinsically based governing operations encompass stimulators and inspirational acts, verification tools for the planned activities, and promoting efficient employee relations. The extrinsic-based operations enshrine the strategic placement of the identity architecture, an indicator of the business’s growth objectives, and its communication strategy (Nguyen, 2019). Brand positioning is a pillar to the development of strategic management of a corporate due to the integration of internal and external directorial tools.
Four Seasons Riyadh SWOT analysis (Strengths: effective service)
One of Four Seasons Riyadh’s strengths is effective services encompassing the coordination among employees concerning the optimal delivery system. It is the responsibility of administrative departments to incorporate strategies boosting experience among clients. There is an interdependent relationship between consumer loyalty and worthy of purchase from a hospitality establishment. During the evolution, there was a paradigm shift involving the elevation of consumers as the kings and queens. It is a situation attributed to the change in the control of product and service information. Organizations dominated the market and manipulated the clients’ preferences based on their key goals and values (Ezaouia & Jacques, 2020). However, modern society rendered proficiency in the accessibility of crucial knowledge based on the ability to choose the preferred corporation objectively.
Boosting communication within an organization such as Four Seasons Riyadh poses a competitive advantage due to the impact on the coordination of operations. Efficient sharing of information within a corporation fosters the development of a functional corporate culture enshrining a teamwork environment. One of the highly valued assets of an enterprise is human resources (Lu & Saloomeh, 2019). The proper coordination of operations among employees translates to an excellent consumer service experience that attributes loyalty across the clientele base.
Four Seasons Riyadh SWOT analysis (Strengths: loyal customers)
A significantly larger percentage of loyal customers attest to experiencing excellent services from Four Seasons Riyadh hotel. Over the decades, technological advancement intensified the quality of business competition and management strategies. In this case, a significant percentage of enterprises focus on the essence of incorporating strategies that elevate productivity and customer service experience (Ansari, 2019). Another factor that attributes to the prominent aspect of innovation enshrines the emergence of a well-informed consumer baseline. Artificial intelligence is the key solution to the contemporary challenges encountered during service delivery (Sheth, 2020). According to researchers, it is crucial for relevant stakeholders to incorporate approaches that integrate the computerized tool with discrete distribution statistical formulas to enhance the performance across the organization (Shilling & Celner, 2021). There is a profound interdependent relationship between purchasing behavior and the cultural structure of a company.
Four Seasons Riyadh SWOT analysis (Strengths: strong brand equity)
Brand equity involves the derived value from the cast of Four Seasons Riyadh. It is important to establish a competent identity across the marketplace due to proficiency in attracting customers. It is important to assess consumer behavioral patterns cause of the trickle-down effect of the profitability margin. The use of a structured perspective over an unstructured appeal contributes to creating a sustainable competitive advantage (Sheth, 2020). The fabric phenomenon in trademarking is a tool in any organization since it contributes to developing crucial concepts in competence. One of the proficiencies geared by the initiative involves both internal and external administration of the operations. The intrinsically based governing operations encompass stimulators and inspirational acts, verification tools for the planned activities, and promoting efficient employee relations. The extrinsic-based operations enshrine the strategic placement of the identity architecture, an indicator of the business’s growth objectives and its communication strategy (Nguyen, 2019). Brand positioning is a pillar to the development of strategic management of an organization due to the integration of internal and external directorial tools.
Four Seasons Riyadh SWOT analysis (Strengths: market share leadership)
Four Seasons Riyadh is one of the leading hospitality establishments that elevates the standards of operations within the spectrum. In this case, market share leadership emerges as a strength elevating competence across Saudi Arabia (Dun & Bradstreet, 2021). It is the responsibility of management department to indicate phenomenal diversification features of products and services to enhance maintenance and advancement of its identity both locally and globally.
Four Seasons Riyadh SWOT analysis (Strengths: innovation)
Innovation is an essential factor in the development of competitive advantages within an organization. Saudi Arabian is one of the Asian countries with optimal technological tools and structures. In this case, the clientele establishes a vital standard of engagement based on convenience and cost-friendly approach (Dun & Bradstreet, 2021). Therefore, Four Seasons Riyadh proficiently integrates computerized frameworks across dynamic perspectives to enhance a major value as a strength against other competitors.
Four Seasons Riyadh SWOT analysis (Strengths: asset leverage)
Asset leveraging is a major strength for the hotel cause of proficiency in the flow of income and return on investment. The company focuses on utilization of profound entities advocating for professionalism in hospitality industry (Ezzaouia & Jacques, 2020). An excellent example is establishment of major innovative ideologies and practices to enhance experience among clienteles. It is the responsibility of administration to indicate profound essence of interdependence across the industry and elevation of productivity.
Four Seasons Riyadh SWOT analysis (Strengths: strong management team)
It is the responsibility of a company’s management team to establish initiatives that steer the growth and development of the entity. In this case, researchers indicate that one of the major ideologies that enhance the effectiveness of employees’ skills and capacity encompass choosing an efficient and compatible action plan. The main reason for the administration’s participation in this step engulfs integrating the disposition with the enterprise’s goals. An excellent example of an undertaking is determining the approaches of improving teamwork and the best benchmarking firms. Although distinct corporations utilize different mainframes to boost the performance outlier among the workers, benchmarking provides a platform for the exchange of values that contribute in the improvement of standards (Dun & Bradstreet, 2021). It is the mandate of the relevant parties to initiate articulate and engaging proposition to advance competition among the ventures.
Four Seasons Riyadh SWOT analysis (Weaknesses)
The dynamic weaknesses significantly affect the performance of Four Seasons Riyadh in tourism and hospitality marketplace. It is vital for the managerial team to indicate solutions to the distinct variables influencing quality of service operations (Dun & Bradstreet, 2021). On the one hand, the identification of drawbacks hindering development. On the other hand, standards of operations advance based on the indication of key ideological entities attributing to nature of business transactions.
Four Seasons Riyadh SWOT analysis (Opportunities)
Understanding the purchasing behavioral pattern in the Saudi Arabian marketplace fosters the optimal business competence. The core factors that attribute to the enterprise activities include segmentation of the dynamic elements. Brand positioning is an ideology in the business market that demands a structural implementation approach cause of the resultant strategic management (Dun & Bradstreet, 2021). The organizational culture of one company differs from another institution’s culture to boost performance and employee satisfaction.
Four Seasons Riyadh SWOT analysis (Threats)
It is the responsibility of managerial teams to identify the major threats hindering growth and development of hospitality business. In this case, the identification of vital outliers affecting the interactive element renders the incorporation of strategic management initiatives boosting integration of factors of production. Different organizations utilize dynamic approaches in solving the challenges encountered within the company. One of the institutions that demand the participation of the employees in establishing alternative aspects in the entertainment industry. Further, conflicting business goals lead to the employee’s underperforming cause of the company’s lack of a clear vision board. The company faces an additional ethical issue of poor leadership due to the employees’ conflicting ideologies (Dun & Bradstreet, 2021). In a different spectrum, the lack of authentic business strategies leads to the company’s stagnation and inefficient utilization of the available technological resources. Although the company acquires technological resources, the management lacks insight regarding optimal and sustainable utilization to enhance its operations.
Competitors’ analysis
HYATT hotel
There are distinct factors that enhance competence level among organizations in the tourism and hospitality industry. Hyatt hotels pose profound competition to Four Seasons cause of such initiatives as superb brand performance in the baseline and outline (Dun & Bradstreet, 2021). The chain fosters a proficient distribution network hence the acquisition of competent position in Saudi Arabian region. The identification of the fundamentals fosters the prominent prioritization of initiatives, such as promoting the well-being of the employees.
Ritz Carlton hotel
There is a significant competence between Four Seasons and Ritz Carlton hotel due to the luxurious status. Dun and Bradstreet (2021) indicates that the major elements influencing business growth enshrine coordination of factors of production. However, Ritz Carlton faces a major drawback cause of the profound essence of integrating low costs relative to the brand reputation. In this case, Four Seasons renders profound influence against Ritz Carlton attributed by the incompatibility on managerial approaches.
Marriott hotel
Marriott hotel is one of the largest chains globally hence the provision of distinct market competence. The management team focuses on the necessity of incorporating initiatives that elevate service delivery system and capacity against competitors. The major advantage over Four Seasons hotel enshrines the provision of incentives and low priced packages for clients (Dun & Bradstreet, 2021). It is a strategy that enhances the acquisition of consumers from dynamic social classes. Marriott hotel is an establishment that renders significant impact and advanced standards of operations threatening Four Seasons market share leadership.
Mandarin Oriental hotel
Mandarin Oriental hotel chain poses proficient competition against Four Seasons Riyadh cause of diversifying service delivery system. As an international institution, the management team in Riyadh focuses on improving coordination among all entities to enhance influential framework within the industry (Lu & Saloomeh, 2019). The focus on a distinct niche market intensifies the value of market share and competitive advantages by Marriott Oriental concerning renting managerial expertise to other hospitality establishments.
Crowne Plaza hotel
Crowne Plaza hotel in Riyadh is an organization that significantly contributes in the competition baseline to Four Seasons hotel. It is the responsibility of key indicators to establish dynamic initiative that enhance acquisition of leading market share (Dun & Bradstreet, 2021). The Crowne Plaza’s managerial strategy enshrines the optimization on niche market of higher social class members. The framework eliminates the possibility of inclusivity among middle class entities due to expensive packages with minimal incentives and discounts.
Four Seasons Riyadh organization management strategies recommendations
One of the critical issues that threaten a firm’s performance level is copying the enterprise strategies from other companies. The organizational culture of one company differs from another institution’s culture to boost performance and employee satisfaction. Therefore, the lack of authenticity leads to unsustainable organizational culture hence negatively affecting competence (Khalid et al., 2020). Copying corporate strategies from another company is an unsustainable approach cause it faces incompetence and inefficiency from the conflicting goals. Due to competitors’ copying strategies, ethical issues in business management engulf inherent issues such as conflicting business goals and poor management. The future of a business lies in establishing definitive goals such as the expected profit margin within one financial year.
Ethical issues that arise from the lack of genuine corporate strategies encompass poor decision-making processes and the establishment of a dysfunctional organizational culture. Sustainable business management is the ability to establish originality that promotes the development of competitive advantage. Authenticity in the practices boosts the essence of innovation and the level of competition in the enterprise environment. Therefore, it is vital that firms embrace innovation and technological advancement as the primary drivers of competence (Khalid et al., 2020). Culturally sensitive care is the approach of ensuring the recognition of diversity within a particular mainframe. The global human society is dynamic hence the importance of incorporating the practice that boosts the relationship-building among people from different ethnic backgrounds. It is an essential factor within the healthcare sector due to the optimal service delivery.
It is the responsibility of a company’s management team to establish initiatives that steer the growth and development of the entity. In this case, researchers indicate that one of the major ideologies that enhance employees’ skills and capacity effectiveness encompasses choosing an efficient and compatible action plan (Sheth, 2020). The main reason for the administration’s participation in this step engulfs integrating the disposition with the enterprise’s goals. An excellent example of an undertaking is determining the approaches of improving teamwork and the best benchmarking firms. Although distinct corporations utilize different mainframes to boost the performance outlier among the workers, benchmarking provides a platform for exchanging values that contribute to the improvement of standards. It is the mandate of the relevant parties to initiate articulate and engaging propositions to advance competition among the ventures.
The role of the leader is team-oriented, while a manager focuses on the accomplishment of tasks. The disparity between the two renders the profound distinction in their duties and responsibilities in eradicating bullying. On the one hand, a manager mainly develops frameworks and targets for the relevant department to accomplish growth and development. On the other hand, a leader establishes the ideal variables to enhance the coordination among workers to enhance the coordination. Primarily, both entities provide platforms to foster positive change within an organization (Khalid et al., 2020). A captain’s duties ensure compliance to the regulatory mainframe, setting up policies, and spearheading the transformation. The additional roles of an administrator include the scheduling of teams, assignment of duties to staff, and career opportunities for the workers. Although both positions dynamically contribute to the nursing profession, their coordination cultivates a significant eradication of bullying by boosting the interrelations among colleagues.
Impact of social media to Four Seasons Riyadh consumer behavior
Different businesses utilize various approaches to establish their competitive advantages. According to researchers, positioning is an ideal promotional initiative that leads to developing an identity of an organization such as a convenience store (Wan & Rob, 2017). It is an essential factor for a company due to its impact on the market segmentation strategy. On the one hand, place-making attributes to a corporation’s approach for a competitive advantage. On the other hand, the perspective empowers the management with the knowledge about consumers based on their behavior and reaction to the dynamic preferential and perceived value.
Business competence intensified due to the technological advancement thus the prominent adoption of initiatives to enhance acquisition of leading market position. One of the approaches to enhance an institution’s expertise involves the boosts the skills and capacity among the employees and the development of a functional organizational culture (Khalid et al., 2020). The major function of a company’s mores entails steering the nature of interaction among the workers. Primarily, the interdependent relationship between enterprise’s values and laborer’s dexterity fosters the proficiency in a firm’s adeptness to achieve significant financial and product development goals.
Social media platforms provide a dynamic overview concerning optimal sharing of information. On the one hand, the emergent global village intensified flow of insights across marketplace. On the other hand, the hotels encounter phenomenal challenge and opportunity regarding impact of globalization. The framework fosters the chance to collect data based on preferential baseline among entities hence restructuring products and services for individual satisfaction (Nguyen, 2019). In a different aspect, hospitality establishments risk loss of operations and clients’ attraction in the case of negative publicity. As a result, efficiency outlier depends on exploitation of available resources.
Emerging trends in hospitality industry
It is the responsibility of dynamic structures to incorporate measures that render the future projection of inherent performance outliers. The lack of institutional frameworks to elevate Four Seasons competence risks its drawback and incurrence of losses. Therefore, it is the responsibility of distinct entities to incorporate practices, such as technological advancement to boost outliers. One of Four Seasons Riyadh weaknesses and threats enshrines profound construction of utilities enhancing customer service experience. Saudi Arabia is one of the Asian countries with proficient elements to enhance convenience in product and service consumption. In this case, it is the accountability of hotels to indicate invest in various digtal baseline spectral views.
The feasibility of the allowable execution strategy of cost leadership ensures exploiting the external factors using the available resources in a new dimension rather than trying for new skills acquisition for any different opportunity since it may deem expensive. The utilization of the approach of the resource-based view highly contributes towards the successful implementation of the strategy. The organization identifies and classifies the available resources and structure them according to their nature of diversity. Using the VRIO resources, the management evaluates for competitive advantage (Ezzaouia & Jacques, 2020). An excellent example to explain the appropriate implementation procedures of cost leadership is the case of Freshippo when they reduced the workforce in their stations and replaced them with high tech machines and robots that operated efficiently and effectively, reducing the cost of production and distribution and improving the output level per time limit offered. That is one of the most appropriate implementations of cost leadership strategy that has proven performance.
Sustainability is a multidimensional phenomenon that significantly affects the exploitation of natural resources. It is the responsibility of distinct entities to incorporate ideologies and practices enhancing living quotient (Sheth, 2020). On the one hand, the entity renders participation of all stakeholders in the implementation of effective policy guidelines. On the other hand, the mainframe attributes to evolution of consumer market’s preferential baseline. Therefore, capacity to render proficiency in service delivery depends on the ability to indicate the vital essence of conserving natural resources.
One of the major spectral views internationally is globalization caused by intensification of information flow. The emergence of social media channels enhanced paradigm shift in marketplace causing consumers to determine best product features (Wan & Rob, 2017). Although businesses establish distinctive elements to advance product and service capacity, clients attain insights from the platforms. As a result, personalization is an emerging trend in the hospitality industry steered by the trickle-down effect of technological advancements and the gradient concerning online interaction ideologies.
Business competition in the hospitality industry is an evolving spectrum cause of the proficiency in integrating factors of production. It is the responsibility of dynamic institutions to identify customer needs and effect of technological advancement. An excellent example is the paradigm shift concerning clients’ perspective upon convenience and cost friendly services (Dun & Bradstreet, 2021). Customer service experience as a multidimensional phenomenon reflects the profound essence of readily available travail. It is Four Seasons Riyadh’s mandate to establish key partnerships, such as airways and tour operators to improve supply chain management. Buyers appreciate consistency during consumption of products hence the importance of indicating the proficient interdependent feature.
Factors promoting Four Seasons Riyadh growth
Four Seasons Riyadh encounters optimal opportunities that boost its growth curve in Saudi Arabia. One of the major factors fostering the proficiency in the expansion of operations is strategic market penetration technique and optimization on innovation. Consumer baseline is evolving hence the importance to consistently provide new product and service experience (Wan & Rob, 2017). As an open economy, Saudi Arabia provides a platform of intersecting dynamic properties. It is crucial that Four Seasons Riyadh identifies the structural framework regarding interdependence between clients and transactional relationship.
Factors intensifying competition between Four Seasons Riyadh and key competitors
Competition in hospitality industry is a condition that threatens the performance and growth curve of the enterprises. Four Seasons Riyadh potentially faces optimal threat in its operations due to dynamism concerning innovation. While Four Seasons Riyadh invests in quality travail, competitors, such as Marriott Oriental develop incentives and low-cost packages. After the advent of COVID-19, the global economy performance declined cause of the lockdowns (Khalid et al., 2020). The initiative rendered proficiency in articulating price relativity during purchasing process to enhance attraction of clients.
Globalization is a phenomenon profoundly steered by technological advancement. Computerization of systems and structures rendered the profound effect of pricing products and services. On the one hand, social medica channels fostered emergence of niche market for companies to penetrate and attain competent share (Khalid et al., 2020). However, the efficiency in strategic management renders necessity to incorporate approaches elevating performance outlier.
Conclusion
Four Seasons Riyadh is a five star hotel that faces distinct competition from other establishment cause of the proficiency in management of factors of production. On the one hand, evolutionary gradient concerning technological advancement renders opportunities and threats. On the other hand, dynamism in competition outliers risks the investment by Four Seasons Riyadh.
It is the responsibility of Four Seasons Riyadh to establish major indicators impacting competition with other hotels. The initiative empowers management team concerning the relevant insights to exploit in the factors of production. Poor implementation of strategies risks incurrence of losses and decreased market share. As a result, it is crucial to indicate the interdependent relationship and performance entities for the institution.
Dun & Bradstreet. “Four Seasons Hotel Riyadh Company Profile: Riyadh, Saudi Arabia: Competitors, Financials & Contacts – Dun & Bradstreet.” Dun & Bradstreet – Accelerate Growth and Improve Business Performance, (2021): Web.
Wan, Selina, and Rob Law. “Leveraging online reviews in the hotel industry.” In analytics in smart tourism design, pp. 235-252. Springer, Cham, (2017).
First of all, it should be noted that Vietnam is a state, one of the key sources of income of which is tourism. This means that the organization will be able to enter the market, gaining a foothold in the quality implementation of business goals. In addition, the state in question is a developing one, where prices for rent or goods differ from European or American ones for the better. At the same time, a large number of tourists come to the territory of the state every year, bringing financial flows. This means that One Day Resort will be a profitable and efficient business in Vietnam. It is also worth emphasizing that there are a large number of attractions located in different locations in the country, therefore the main competitive advantage of the corporation will be the ability to stay just for one night, in order to continue the journey later.
Cultural Environment
The cultural environment of Vietnam is authentic, distinguished by food and the mentality of the local population. However, many foreigners prefer to combine new experiences with habits, so this area offers potential benefits. However, the addition of foreign elements to the interior and cuisine of One Day Resort may be of interest to the local population, who will stay overnight at the establishment. Thus, it is realistic to unite the interests of foreigners and Vietnamese, having recommended the corporation in the local market. However, it is important to take into account religious and cultural influences in such a way as not to create a potential conflict on this basis. Like any Asian country, Vietnam belongs to the philosophical type of society, so there is an institution of the face. In other words, creating a misunderstanding or conflict can completely destroy the entire corporation in such a way that it will be rejected by society without the right to rehabilitation. As a result, for the implementation of the project it is necessary to involve specialists in cultural studies.
Political and Legal Environment
The political situation in Vietnam is quite stable, despite the fact that certain sections of the population express their dissatisfaction. The main problem of the country is high poverty and COVID-19, so it is necessary to take sufficient measures to prevent these areas from spreading to business. In the first case, it is necessary to set average prices in order for the organization to be accessible to the majority. In the second, it is necessary to observe the necessary precautions regarding the virus, then the Vietnamese government will not have claims. It should be emphasized that the business niche under consideration is tourism, which is apolitical in nature and is not connected with the legal situation, therefore, with proper planning, any contradictions can be avoided.
Tech Environment and Competition
It is necessary to start with the fact that Vietnam is a developing country, therefore European and American technologies can create a noticeable advantage over competitors. For example, the introduction of robotics, fast Wi-Fi and household innovations can attract an additional audience. At the same time, as already indicated above, the corporation plans to set an average price and introduce a mixture of cultural characteristics of different countries. Together with the high technology of equipment in One Day Resort, the company’s competitiveness will be at a high level, but it must be taken into account that the niche in Vietnam is already occupied. This means that in addition to only integrating all schemes, it is necessary to ensure a high level of quality both in the services offered and in the conduct of business. The fact is that entrepreneurs in many states have already founded corporations on the territory of the state, so their weaknesses should be investigated. One of these is the lack of opportunities for a profitable stopover for one day. Therefore, the emphasis should be on this specific aspect of One Day Resort.
The selected restaurant is called Seaspice Brasserie & Lounge and is located at 422 Northwest North River Drive, Miami, FL 33128. The core values of this restaurant are to provide their guests with a high-quality kitchen and impeccable hospitality. In addition, the restaurant focuses on seafood; however, vegan options are also available. The restaurant’s commitment is to provide an insight into the aesthetics of the place. Moreover, it is feasible to say that visiting the website is essential before acquiring the place because it can help familiarize yourself with the restaurant’s features or any other organization. Therefore, it is interesting to assess Seaspice Brasserie & Lounge from the visitor’s point of view.
To start with, the abovementioned restaurant fits into the category of fine dining. This term means more than a simple kitchen; instead, the point is to make the guest happy. Everything matters in fine dining restaurants; for instance, the atmosphere is necessary, as well as the service, and definitely, the dishes. The menu of Seaspice Brasserie & Lounge can be called table d’hote because it is relatively big and does not seem to change often. Moreover, the menu is divided into subcategories: appetizers, cocktails, entrees, brunch, pizzetta, salads, desserts, and bottle service menus.
Thus, the table d’hote menu contains appetizers and entrees for a fixed price. Interestingly, the restaurant can organize private events, and it becomes possible to order a whole branch or dinner and buy a set of fine wine bottles. The menu contains the names of dishes and their prices; however, there are no photos, making a choice blind. The type of food service is the assembly as the restaurant states to store, assemble, heat, and serve all food themselves.
As for food quality, having chosen gorgonzola, pear, and black truffle pizzetta from the menu, it is possible to say that the dish tastes delicious. It is hard to select good-tasting gorgonzola because this cheese is rare among cheese products. Gorgonzola, pear, and truffle are classic combinations that constitute a good pizza, so the dish is classically good. However, the price is relatively high per one dish, which is 27 dollars. What is more, the service is not as perfect as excepted; many reviews on this restaurant prove that waitresses might forget what the person has ordered, and the waiting time is long (“Seaspice Brasserie & Lounge,” 2021). Concerning the set-up, the restaurant is located near the Miami River, and there is an open-air summer veranda.
Furthermore, there are tables for small and big companies, and it makes the tenure uncomfortable because of the crowded sitting places. The restaurant does not give much information about their kitchen equipment; however, it was noticed that pizzettas are prepared in traditional cooking ovens for pizzas. After the research on the Internet, it was investigated that a similar oven is found on eBay, and its price comprises 12,906 euros (“Mixed rotating gas-wood,” 2021). For the chosen pizzetta, gas was required to cook it.
Overall, the experience in this restaurant was pleasant; the chosen pizzetta was delicious, and the location was beautiful. Concerning the recommendations for this restaurant, it can be said that the location is perfect because the restaurant is placed near the river and it has a fantastic view. However, after studying the menu, it was noticed that there are no pictures of the dishes, which obstructs the choice. Moreover, waitresses make guests wait for a dish for a long time. Although the dishes taste delicious, the price is relatively high. Therefore, it can be recommended to develop customer service and adjust prices for this restaurant. In addition, it would be great to expand the sitting places because the restaurant may be overloaded with guests, especially on weekends. The last recommendation is to place the pictures of the dishes on the menu for customers to see what they order.
References
“Mixed rotating gas-wood-burning pizza oven Black Mosaic.” (2021). Web.
Researchers worldwide have been studying the concept of backpacking tourism for a long period of time, expanding the existing knowledge about this sphere. Nevertheless, backpacking as a movement is constantly undergoing changes which lead to new iterations and trends. Essentially, the needs and desires of the modern backpacker are different from those which were relevant a decade ago. Therefore, there is a necessity to study the existing situation and to explore the new trends popular among the members of the backpacking community. Knowledge about the most topical trends in the realm of backpacking can be important for different industries, but especially the hospitality one. Thus, the current research focuses on determining the latest trends in the sphere of backpacking tourism and identifies ways how they can be adopted by hospitality businesses. Yet, in order to conduct quality research, it is crucial to analyze the existing academic literature on the topic of backpacking and hospitality. The current literature review will focus on three main research objectives: establishing the attractiveness of backpacking for younger generations, identifying hostels’ methods of making travelers’ experiences special, and analyzing solutions for the long-term sustainability of backpacking trends.
Objective 1: Backpacking and Younger Generations
Backpacking is a relatively new phenomenon which emerged several decades ago, which explains the lack of academic research on the topic in the 20th century. The concept of drifter-tourism introduced by Cohen (1973) in the 1970s was one of the first attempts of researchers to explore the topic of unconventional tourism. The idea of drifter-tourism referred to a least institutionalized type of tourism, which was characterized by a high level of individualism (1973). Drifters described by Cohen can be considered the predecessors of modern backpackers since they both possess the qualities of autonomy. At the same time, today, backpacking can be viewed as institutionalized tourism and has already established itself as one of the conventional ways of travel. Moreover, according to Cohen (1973), were usually affluent young people who wanted to have new experiences in life. Modern backpackers include people of all ages, yet the younger generation individuals remain the majority. Additionally, since backpacking has become an institutional type of travel, it is considered by many people a lifestyle (Cohen, 2011). According to the research of Cohen (2011, p. 1535), many backpackers describe their activities as their way of life and call themselves “lifestyle travelers.” Essentially, backpacking has become a phenomenon which is extremely popular in the tourist community to the point where some people consider it their primary occupation.
One of the issues related to modern backpacking concerns the popularity of backpacking among different generations. According to the research by Diekmann & Hannam (2010), backpacker tourism is dominated by younger people who do not have many resources to spend on their travel activities. At the same time, there are also young people who engage in backpacking tourism while still spending considerable sums of money on it. Therefore, a debate exists in the academic sphere concerning the nature of backpacking and the ways in which it should be referred to. Some researchers view the backpacking undertaken by affluent individuals as a separate phenomenon which they call “flashpacking” (Diekmann & Hannam, 2010). Another debate is related to the idea of backpacking being an activity usually performed by younger people. On the one hand, Băltescu (2009) and Kowalczyk-Anioł & Nowacki (2016) consider backpacking to be an activity which is mostly intended for the people representing Generation Z and Generation Y. On the other hand, Brochado & Rita (2016) contend that backpacking is no longer a matter of age or income but rather specific travel preferences of people. Nevertheless, by relying on the existing research, it can be stated that backpacking continues to be in demand among new generations of tourists.
The sphere of backpacking is constantly subject to the influence of various factors which directly affect the preferences and needs of backpackers. A study conducted by Richards and Wilson (2003) almost two decades ago indicated that the majority of people who considered themselves backpackers wanted to travel to seek new experiences and connect with other travelers. Yet, in the modern world, the motivations of people, especially younger generations, to engage in backpacking can change depending on certain trends and events. For instance, the COVID-19 pandemic was one of the most disruptive factors for many spheres, including tourism. The study conducted by Nair & Sinha (2020) demonstrated that, after the start of the pandemic, many people began choosing their travel destinations based on the level of health and hygiene, as well as discounting. Additionally, the decision to travel to a certain place of modern tourists can be influenced by the current sustainability trends. The research by Abdulrazak & Quoquab (2017) highlighted the fact that nowadays, people, even those living in poorer countries, become more concerned about the sustainability of their consumption. As a result, new-generation tourists can potentially choose backpacking as a more sustainable travel alternative which does not have a significant impact on the environment.
Another factor explaining the popularity of backpacking among the younger generations is the emergence of social media. Kit-Yeng et al. (2020) conducted a critical literature review on the topic of social media’s role in the promotion of tourism and discovered that the travel industry was transformed by social networking platforms. Kit-Yeng et al. contend that the natural urge of people to share their experiences with others was facilitated by social media, enabling them to demonstrate their travel-related content to their audience. Kowalczyk-Anioł & Nowacki (2020) discovered that sharing travel-themed content online positively affected the desire of Generation Y people to participate in similar activities. Nevertheless, the role of social media in the motivation of people to travel is a controversial issue because there can be additional factors which need to be considered. For example, the research by Magno & Cassia (2018) focused on analyzing the impact of social media influencers’ travel suggestions on the desire of their audiences to follow the recommended activities. The study discovered that the perception of the influencer’s trustworthiness and the quality of their content were considerable factors affecting their audience members’ intention to follow the recommendations of the bloggers. Thus, while it can be concluded that generations’ travel choices can be impacted by social media, there are still certain aspects which must be taken into consideration.
Objective 2: Hostels’ Approaches to Customer Experience
The hospitality industry is one of the main beneficiaries of tourism, and there are special businesses designed for targeting backpackers and their needs. The most prominent form of a backpacker-oriented hospitality business is the backpacker hostel. O’Regan (2010) made a considerable contribution to the research on the backpacker hostels and discovered that such locations were considered places for experience seeking and the reinforcement of the backpacker identity. Essentially, hostels have an important symbolic meaning for backpackers, which fosters their community values and a sense of unity. The research of Lam & Singh (2018) demonstrates that hostels, unlike other hospitality locations, play a role in promoting intercultural competence among host communities. Thus, hostels are viewed as places where people belonging to different cultures can exchange their knowledge and share their unique experiences. Brochado & Rita (2016) studied the topic of hostels’ service quality from the perspective of backpackers. The researchers found that the majority of backpackers named social atmosphere as one of the key components of service quality in hostels. Therefore, it is possible to state that hostels, in order to attract backpackers, need to ensure that they possess a special atmosphere for their clients.
Nevertheless, the social atmosphere is not the only factor which can be considered important in hostel customer experience. Brochado & Rita (2016) also discovered that the quality of staff and city connections also played a major role in the hostel experience of backpackers. Additionally, as it was mentioned earlier, despite the fact that the spere of backpacking is dominated by younger generations, there are also older people engaging in such an activity. Lima & Vincente (2017) conducted research and found that guest satisfaction with hostel service quality depended on the age of clients. The main finding of the study was that the older generation guests considered cleanliness and price the main factors of their satisfaction. In the case of the younger guests, their satisfaction was more affected by the staff’s friendliness and competence (Lima & Vincente, 2017). Thus, when designing their services, hostels must ensure that their customer experience is appropriate for people of different ages.
The hospitality industry is constantly transforming in order to be better positioned to respond to the new trends on the market. The previously discussed rise in the utilization of social media among tourists and backpackers also affects hostels. Diekmann & Hannam (2010) highlighted the fact the number of hostel bookings occurring using the Internet was steadily growing in 2010. Paris (2009) and Hyatt et al. (2020) noted that at the beginning of the 2000s, the global backpacker community began actively adopting online forums as places for communication. Today, social media constitute major channels for marketing which hostels need to utilize to attract their clients. Kit-Yeng et al. (2020) discovered that it was effective for hospitality businesses to engage in promoting their services on social media. Thus, modern hostels need to make use of the currently existing technologies such as social media to draw the attention of tourists, including backpackers.
Sustainability and Social Impact of Backpacking Trends and Changes
The new trends in the spheres of tourism and backpacking bring changes which have to be analyzed from different angles, including sustainable development and social impact. Sustainability is a new trend which also affects hospitality businesses and backpackers, influencing their behaviors. Agyeiwaah et al. (2021) discovered that backpackers generally engaged in sustainable behavior rather than the unstainable one and viewed backpacking as sustainable. Iaquinto & Pratt (2019) found that the nationality of backpackers did not predict their behavior in terms of sustainability. Moreover, as indicated by Ooi & Laing (2010), many backpackers also intentionally engage in volunteer tourism which encourages sustainable tourism experiences. Essentially, hospitality businesses can create special sustainable tourism products specifically for backpackers who wish to both travel and work as volunteers.
As noted previously, the majority of backpackers consider their activities sustainable, yet tourism still remains a controversial topic. Holden (2017) explored the impact of mass tourism on the environment and discovered that the growth of the global tourism industry was associated with certain negative effects on nature. At the same time, there are also studies which demonstrate a positive role of tourism in terms of sustainability. Hoang (2018) presented an analysis of the impact of tourism development on local livelihoods and land cover change in Northern Vietnam. The results of the study demonstrated that the introduction of tourist activities to the region led to an increase in the living standards for the local populations and contributed to forest regrowth on previously abandoned fields. According to Han (2021), long-term environmental sustainability in tourism and hospitality is possible only through the adoption of environmentally-sustainable consumption patterns and practicing eco-friendly consumption. Thus, in order to ensure sustainable development of tourism and hospitality, people need to be taught to embrace an eco-conscious mindset.
Another important topic which needs to be discussed in relation to hospitality and tourism is their social impact. Hospitality is known for its high-level customer experience, which often gets used in other spheres, including medicine. For instance, the research of Cheng et al. (2021) showed that the adoption of hospitality techniques in telemedicine positively affected the reduction of isolation and anxiety among patients. Backpackers also can contribute to the sustainable development of the places they visit by engaging in social tourism. Diekmann & McCabe (2010), Eusébio et al. (2017), and Minnaert (2014) explored the phenomenon of social tourism and discovered that in Europe, it was extensively utilized by numerous countries. Despite the fact that the social tourism programs of European countries are different, they all incorporate sustainability by declaring environmental and cultural protection. There are also so-called social firms which can be successfully used to create social value, including in the sphere of sustainability (Lazzarini, 2019). Thus, governments also can participate in the promotion of sustainable development of the tourism and hospitality industries.
Methodology Sources
The current research relies on several academic sources, which form the basis of its methodology. The first framework is the Thematic Analysis (TA), a tool which is utilized by researchers for conducting qualitative data analysis. According to Braun et al. (2017), TA is utilized extensively in psychology and other spheres and constitutes a flexible tool. According to Cassell & Symon (2011), qualitative research is often viewed as one which hard to assess due to the lack of quantitative metrics. Nevertheless, there are approaches such as the Interpretive Phenomenological Analysis (IPA), which are well-suited for research involving detailed, first-person accounts of participants’ experiences, which is relevant for the current study (Noon, 2018). Thus, TA and IPA can be considered appropriate tools for conducting qualitative research.
Conclusion
The literature review has demonstrated that backpacking has evolved over the past decades but still remains a popular activity among the younger generations. Although backpacking is enjoyed by people of different ages, the majority of backpackers are people belonging to Generation Y and Generation Z. In order to respond to the needs and desires of the modern backpackers and attract new clients, hospitality businesses, including hostels, need to utilize new technologies and ensure proper atmosphere and staff competence. Backpacking can be used as a means for the promotion of sustainability and social value creation. The main gap in the existing knowledge is the lack of information about the backpacking trends in the post-COVID-19 period. The primary idea for future study can be the exploration of the contemporary trends in the sphere of backpacking and how they can be adopted by the hospitality industry.
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This paper describes Hamilton Island and hotels located in the region. An analysis of their financial performance is given, based on which two recommendations are proposed for a possible increase in revenue and business development. Finally, performance is compared to industry averages, and simulation results are critically evaluated.
Introduction
A hotel’s financial performance can provide valuable information, especially compared to the industry’s overall performance. If the trend is inferior to the national average, the hotel has not yet realized its potential, and the proper management decisions are needed to attract customers and develop infrastructure. On the one hand, positive indicators bring sustainable income; on the other hand, they limit the development potential. Service diversification, targeting, segmentation, and pricing policy serve as tools for regulating the development of the hotel business.
The Oceania region is exceptionally rich in various tourist attractions, and the vital point is the pristine wildlife. The climate is also conducive to year-round recreation, while the infrastructure here is more than decent, corresponding to the exoticism and cost of the destination. The latter is perhaps the only disadvantage along with the remoteness of this region, but in return, it creates a calm atmosphere for outdoor activities, as well as for any other types of it.
Brief Overview
Hamilton Island is the largest inhabited island in the Whitsunday archipelago in the Australian state of Queensland. Today, Hamilton Island is a popular holiday destination for tourists from all over the world. Every year at the end of August, Hamilton Island becomes a place of pilgrimage for yachters from all over Australia and New Zealand – the Hamilton Island Race Week Yacht Festival is held here. When the yachts dock at the famous Whitehaven Beach, a chic beach party begins, one of the many held on the island. Hamilton Island primarily attracts wilderness lovers and outdoor enthusiasts (Ball et al., 2018). From July to September, the giant owners of the ocean swim through the warm waters of the island – whales migrating south. These fantastic mammals can be seen during a special tour. Another natural attraction of these places is the famous Great Barrier Reef.
Tourism statistics clearly reflect the financial performance of the hotel company. Corporate orders, according to statistics, have been between 14 and 18 percent over the past five years. Since there are practically no office buildings on the island itself, mainly tourist buildings were opened there from its very foundation. In 1975, Hamilton Island was bought by Keith Williams and Brian Brith, who began building a harbor and resort complex a couple of years later. The resort was opened in 1984, but most of it burned down during a terrible fire a year later. It took almost 1.5 years to restore. The Whitsunday Holiday Apartments opened in 1986, and the Reefview Hotel opened in 1990. It was followed by the opening of the five-star Beach Club Hotel, Qualia Yacht Club, and Luxury Resort (Rastegar & Zarezadeh, 2020). Corporate orders are mainly related to conferences.
Hamilton Island Enterprises’ main competitors are Colonial Leisure Group, Marina Bay Sands, and Cinnamon Hotels and Resorts. Most of them were founded later than Hamilton Island Enterprises but have a higher turnover due to more residences and buildings (ZoomInfo, 2022). Some of them are located in regions relatively close to Australia: Singapore and Sri Lanka. In some cases, they win in the audience due to geographic accessibility, easier obtaining of tourist visas, and logistical issues. It is also worth noting that Hamilton is more focused on yachting and golf, while other resorts offer diversified products. At the same time, there is no such intense competition in the local market. The global competition enables diversified sports-related products as Hamilton is based on active recreation and closeness to nature. At the moment, there are no threats on the foreign market; since residential buildings are just beginning to appear on the island, everything else is occupied by a complex of hotels for different target audiences.
Corrective Actions
It is worth noting that the hotel’s room occupancy reaches 100 percent by its fifth year, while other sales continue in the form of liquor, food, and beverages. Such statistics with constant sales show a positive financial performance in the hotel’s activities, which operates at a high level of quality. Such occupancy indicates total payback, despite various external factors. As a result, adjustments in the main operating activities are not required, and the positive financial performance not only during the season allows increasing both short-term and long-term assets of the hotel. The main point in further development is the choice of the right strategy and alignment with the company’s vision, the implementation of compliance with the requirements of environmental and social responsibility, which will win not only financially, but also reputationally (Han, 2021). Two actions are proposed to improve financial performance.
Firstly, since room occupancy has already reached its maximum, the company should focus on accompanying guest activities. The region is already famous for its yachting festivals, beach parties, and golf courses. The natural nature, filled with the region, makes it possible to meet the needs of a wide range of audiences. Relatively recently, conditions for family and children’s recreation and services of professional babysitters appeared on the island. When analyzing segmentation, the hotel can diversify services by targeting those audience segments that are currently covered less than others. These include the elderly and the offer of health services in nature, away from the bustle of the city. In addition, at the moment, corporate orders are limited to various conferences and make up a tiny percentage of revenue. It is possible to correct this fact by creating conditions for business conferences and co-working spaces with advanced technology and the best working conditions. Given the pandemic trend in which the number of remote workers has increased, this innovation will be relevant (Espitia et al., 2022). The combination of the possibility of comfortable rest and work activities will attract a large audience not only on their nominal vacations.
Secondly, sports diversification of the conditions and services provided by the hotel is possible. At this stage, the company offers various beach sports, fitness and yoga, golf, and yacht competitions. It is possible to add to this list other summer outdoor sports that are popular in outdoor activities in the world: football, basketball, baseball, tennis, and ping-pong (Ristova, 2020). The creation of infrastructure will require certain financial investments and expenses; however, it will be able to attract customers from all over the world as a diversified opportunity to combine helpful rest with a pleasant one. When implementing horizontal diversification of services, it is essential to maintain a range of rankings in the pricing policy, leaving the opportunity to relax on a budget and provide luxury services.
Hotel Performance Comparison
Table 1. Hamilton Island Hotel comparison with industry (STR, 2019).
Hamilton Island (Year 5)
Benchmark
Difference
REVPAR ($)
$99.08
$88.21
+$10.87
ADR (%)
$99.08
$127.75
-$28.67
Average Occupancy (%)
100%
69%
+31%
Simulation
In this simulation, repair costs, customer reviews, and weekly advertising were considered. Since this hotel’s target and non-target audiences are located all over the world, the main direction of marketing is the Internet. Therefore, even being represented on many sites, such as Booking.com or Trivago, in this direction, it is needed to constantly look for new opportunities to create the most attractive offer. If the costs of the above innovations are included in the simulation, the financial performance of the first three years will be significantly lower due to the initial costs. However, by the fifth year, it is possible to improve the dynamics, which will contribute not only to filling the rooms but to the entire hotel complex on the island. Given the information that the current simulation and Table 1 above results are pretty positive, with the new simulation, it is possible to consider more expensive options for the development of the hotel.
Conclusion
The simulation results showed excellent financial performance of the hotel, which shows unprecedented statistics with 100% room occupancy. However, according to data from the Queensland region, the price per room can still be increased to the average in the market. Considering the possible development of the hotel with tools for segmentation, targeting, and diversification of sports services, the management can first raise the prices for rooms by 10-15%, also remaining below the market price. As a result, the foundation will be laid for further sustainable growth and the development of competitiveness.
Rastegar, R., & Zarezadeh, Z. Z. (2020). The case of community-based tourism. The Routledge Handbook of Community Based Tourism Management: Concepts, Issues & Implications, 285.
Customer behavior is an essential element in the development of dynamic competency features. Globalization intensified movement across nations and the exchange of cultural values. One critical factor that profoundly impacts language utilization within various countries is the age difference. Researchers argue that the communication barrier leads to weak economic growth and development. It is the responsibility of distinct entities to establish measures advocating for optimal accrual of benefits. Notably, integrating dynamic elements that address hindering foundations on social interactions emerges as a competitive advantage for distinct organizations locally and internationally. Different Saudi Arabians perceive the use of first and second languages as an aspect that affects quality standards of operation. This study aims at assessing the influence of age group differences concerning the utilization of English among Saudi Arabians in dining and café settings.
Statement of the Problem
Customer service experience relies on the interaction between clients, dining, and café servers. In this case, communication is a steering force in developing competitive advantages. On the one hand, understanding consumer needs is an empowerment insight within organizations. On the other hand, workers play a crucial role as the primary asset in the company. Therefore, institutions’ responsibility is to incorporate measures attributing to optimal performance among laborers, such as fluency in distinct national and global linguistics. Saudi Arabians from different age groups demonstrate a variate level in expertise attributed to the English dialect. It is crucial to identify the key outliers inducing optimal barriers during the contact between hospitality laborers and purchasers.
Research Objectives
To assess literacy level across the Saudi Arabian population.
To evaluate the significance of the English language in Saudi Arabia’s school curriculum.
To analyse English proficiency among dining and café servers in Saudi Arabia.
To determine the impact of age difference on English proficiency amid Saudi Arabian clientele.
To assess the effect of first and second language utilization on customer service experience in Saudi Arabia.
To establish an action plan to solve the English fluency challenge between dining and café servers and Saudi Arabian consumers.
Research Questions
Is the usage of English by dining and cafes servers received positively among different age groups in Saudi Arabia?
Is Age a statically significant factor in deciding the reaction of Saudi Arabian customers towards the usage of the English language by dining and cafes servers?
Significance of the Study
The study fosters the derivation of crucial insights concerning interdependence between hospitality employees’ expertise and the nature of customer service experience. It is the responsibility of distinct entities to elevate the interaction among parties in the industry to boost operations standards. Apart from intensifying business operations through technological advancements, globalization rendered the optimal movement amid individuals across nations. The significant outlier to boost interaction among personalities is enhancing workers’ professionalism while prioritizing influential first or second language frameworks. This research fosters the expansion of academic knowledge concerning the core issue of the mainframe.
Impact of English Learning among Saudi Arabians
One of the prominent factors that significantly influence customer service experience is the quality of interaction among the distinct parties. Research by Tausif and Haque (2019) establishes that majority of Saudi Arabians appreciate the use of the first language during communication, especially amid adults from thirty-five years and above. There is proficient competition in the hospitality industry cause of the subjective determination of operational standards. Insufficient expertise between laborers compromises the buyer’s rating concerning professionalism within a particular establishment. As a result, assessing the age difference among consumers concerning the utilization of English language mid-Saudi Arabians fosters derivation of insights inferred to the profound aspect of employees’ engagement.
Globalization triggered significant migration of people from one region to another, rendering the profound aspect of intersecting communication strategies. On the one hand, the movement prompted the incorporation of distinct approaches to elevate interaction among foreigners and local residents. On the other hand, diversification, and internationalization of certain languages are attributed to the profound essence of business competence, especially in the hospitality industry. One of the challenges engulfed information exchange between employees and clients in dining cafes in Saudi Arabia. In research, the author indicates that it is easier for an individual to learn a foreign language in the early years and score high marks (Gadelrab & Ekiz, 2019). It is important to boost expertise among workers to elevate the trickle-down effect upon the interactive platform and provide a competent service experience among Saudi Arabians.
Importance of Communication in Saudi Arabia’s Hospitality Industry
Communication is a vital element within the hospitality industry due to the prominent exchange of information concerning personal preferences to intensify operational standards. Alalmai and Aarif (2019) indicate that excellent insights foster effective decision-making cause of proficiency in articulating necessary values. In Alalmai and Aarif’s (2019) research, the prominent factor in establishing concerning hospitality involves convenience during the interaction between employees and clients. In this case, a significant percentage of respondents indicated that using a new language proved difficult since it prompted the incorporation of pragmatics. The lack of semiotics risked misunderstanding that leads to poor customer experience in a dining restaurant. Alalmai and Aarif (2019) postulate that key initiative advocating for correspondence entails additional efforts, such as paraphrasing words to a customer to enhance mutual agreement based on customized service and products. Productivity in the sector engulfs the intersection of laborers’ value on improving client satisfaction through the conveniently developed rapport with the entities.
Quality service in the hospitality industry is a multidimensional phenomenon that entails the articulation of distinct factors of production. In a study by Qarashia (2018), there is an interdependent relationship between workers’ proficiency and accomplishing clients’ demands. In this case, Qarashia (2018) indicates that it is the responsibility of key stakeholders in the Saudi Arabian market to advocate using a second language, namely English, to enhance prominence in experience and competence. Domestic tourism is an essential factor that significantly contributes to revenue generation. Therefore, Qarashia (2018) postulates that the core competence promotes sustainable operations while ensuring the optimal utilization of local cultural constructs. The dining cafes’ main goal involves the determination of the vital essence of equality and the importance of integrating strategic management frameworks. An excellent example engulfs the intersection of workers’ expertise and exploitation of key phenomenal mainframes concerning advanced entities.
Consumer behavior is a multidimensional phenomenon that proficiently influences business competence and productivity within a marketplace. In a study by Gokhale, Mishra, and Veluchamy (2021), the researchers focus on assessing the significant factors that influence the purchasing decision among the clientele of luxurious cars. It is an initiative that enhances the restructuring of marketing strategies. The establishment of competitive advantages fostered the intensification in acquiring significant market share. The main economic issues within the mainframe enshrine pricing, social spectrum, style, performance index, fuel optimization, brand, space, and safety that influence patronage. Primarily, the concept of buyers’ intention is a framework encompassing an interplay of distinct entities to steer satisfaction.
Predominantly, consumer behavioral study is a multidimensional phenomenon that involves the coordinative efforts between entrepreneurs and customers. In this case, companies focus on restructuring the marketing initiatives such as branding to enhance the recognition and the alteration of purchasing decisions (Hesham et al., 2021). Different factors such as sustainable financing and the advent of the Coronavirus pandemic posed an imminent impact on the living quotient and spending among the personnel. According to Gokhale et al. (2021), the clients’ purchasing decision depends on the pricing and income of their counterparts. As a result, it is the responsibility of the management team to identify the needs and wants of the consumers to elevate the satisfactory essence of the involved parties.
The competence of an organization depends on the effective monitoring and control of progressing professional activities. The dynamic business operations that enhance competitive advantage engulf planning, analysis, implementation, and management. On the one hand, the structural approach in brand positioning gears the development of competitive advantages at the organization (Ansari, 2019). On the other hand, an unstructured aspect involves a lack of definitive business goals and objectives. Over the decades, globalization fostered the intensification of business competition. Therefore, the absence of concise enterprise objectives limits a company’s efficient service delivery (Alomari et al., 2020). In this case, the disparate approach poses a challenge in boosting the firm’s competence than a structured approach in trademarking (Nguyen, 2019). Apart from establishing a corporation’s identity, brand marketing initiatives render a definitive solution to utilizing the strategic management of an organization.
Skills and capacity development is an approach embedded with a strategic management plan that significantly impacts the performance of an organization. The primary asset of a company is the workers hence the importance of integrating values and expertise (Hesham et al., 2021). Researchers establish a seven-step procedure that enhances an organization’s performance under the spectral view of tactical framework ideology (Kamara et al., 2017). The first phase engulfs understanding the importance of the prudent mainframe. It is crucial to establish the purpose of a disposition to integrate dynamic stakeholders during the implementation process optimally. The second maneuver is the setting of objectives (Mitra et al., 2018). The aspect significantly contributes to the new behavioral response by the participants due to the articulate guideline to sustain the progressive change in the enterprise. Different institutions uphold distinct concepts during operations and practice. As a result, the advancement of the rationales provides an insight among laborers and the administrative team regarding the shrewd animus.
The distinction between consumer behavior and language use among Saudi Arabians contributes to proficiency in the service experience. As a vulnerable entity, it is crucial to indicate vital aspects of promoting the intersection of communication strategies. In the study by Alrasheed et al. (2021), young Saudi Arabians appreciate using the English language in restaurants, but older adults highly regard optimal experience based on exposure to local cultural constructs, including the Arabian dialect, during engagement with employees in dining cafes.
Research Methodology
This study seeks to assess the distinct variables that impact customer service experience, mainly linguistics, across the Saudi Arabia marketplace. It is crucial to indicate the essential strategic management initiatives elevating performance outliers within organizations. On the one hand, the research derives insights concerning the effect of workers’ expertise on purchasers’ perception of products and travail. On the other hand, the scrutiny renders proficiency in articulating profound interdependence between a company’s performance and the intersectionality of local cultural practices.
Research Design
Research design is a systematic plan enabling the exploration of dynamic issues affecting Saudi Arabia’s business competence. The researcher will integrate quantitative and qualitative analysis to determine the interdependent relationship between distinct variables. Apart from assessing the conceptual framework, the researcher will utilize descriptive statistics to interpret derived results. The intersection of aspects in the evaluation renders proficiency in justifying the mainframe in the study.
The researcher will collect data from Saudi Arabia residents, mainly Riyadh as the country’s capital city. Riyadh attracts visitors from distinct regions, focusing on the market segment to optimally gather information. The population in Riyadh marks 7.6 million, while the study’s target market includes stakeholders in the hospitality industry (Tausif & Haque, 2019). In this case, the sample size enshrines 100 respondents representative of hospitality management, employees, community members, and visitors.
Data Collection Methods and Tools
Data will be collected through the distribution of questionnaires and conducting interview sessions. The researcher will develop strata within Riyadh city of Saudi Arabia then randomly select the regions to gather details. The approach fosters the alleviation of bias during the analysis of insights. Further, the researcher conducts a pilot study from a stratum not selected to affirm the element’s efficiency. The researcher will schedule interview sessions with executive teams and government entities to attain responses based on the effect of English on the hospitality industry.
Data Analysis
The researcher will use quantitative and qualitative data analysis collected using questionnaires. However, the researcher will utilize descriptive statistics assessment to interpret responses from interview sessions. The analytical tools to exploit are SPSS and the ANOVA tables to evaluate interdependent relationships among dynamic variables. The coherent spectrum in the exercise fosters proficiency in the determination of findings.
Data Presentation
The data will be analyzed using SPSS and descriptive statistics to assess the interdependence among distinct variables. The researcher will use graphical and table presentations to evaluate the comparison of objective entities. The approach boosts understanding regarding the nature of coherence. Discussion of respondents’ perspectives attributes to the affirmation of conceptual framework through the distinction of secondary and primary insights. It is vital to indicate the prominent multidimensional phenomenon in Saudi Arabia.
Ethical Consideration
The ethics of carrying out this research will be highly considered through various means. To ensure ethics to the literature of other authors, articles, books, and journals, the researcher has documented the references as part of the appendix. Before collecting primary data, the researcher will collect a letter of approval to collect the data courtesy of the university. In the field, the researcher will ensure that the structured questionnaires allow for the respondents’ confidentiality through signings and filling in personal details. Moreover, the questionnaires will be structured so that the Age is to be filled to acknowledge that there was total age differential and gender consideration.
Research Findings and Analysis
The data collected from the respondents indicate prominent insights concerning influence of English language among Saudi Arabians in a restaurant. A significant percentage of females agreed that they have used English language in a Saudi Arabian restaurant more than males. However, at least 87% of the women disagree that using English by the staff shows elegance in service provision and experience while 76% of men agree to the association between grandeur and optimal customer satisfaction. Females between the age of fifteen and twenty-five agreed that lack of proficiency in Arabic language among non-Arabic employees in the restaurant pose negative effect to conversance among consumers in the Saudi Arabian cafes.
Majority of fifteen- and twenty-five years old female respondents’ consent that using non-Arabic language negatively attributes to poor exposure and a threat to Arabic identity during the purchasing endeavour. There was a mixed reaction among the counterparts concerning prominent factor being embarrassed to communicate in English. At least 79% of females argued against English as a preferred form of exchanging information in a Saudi Arabian diner while 87% preferred English language without feeling ashamed or threatened to losing the Arabic cultural persona. 90% of the respondents both males and females assent that the workers must be taught proficient Arabic tongue for better service delivery quotient disparate from the appeal for customer satisfaction among foreign consumers.
Primarily, the findings pose an effective insight concerning the use of English language in Saudi Arabian restaurants hence the redefinition of organizational competence. The competence of an organization depends on the effective monitoring and control of progressing professional activities. The dynamic business operations that enhance competitive advantage engulf planning, analysis, implementation, and management. On the one hand, the structural approach in brand positioning gears the development of competitive advantages at the organization (Ansari, 2019). On the other hand, an unstructured aspect involves a lack of definitive business goals and objectives. Therefore, the absence of concise enterprise objectives limits a company’s efficient service delivery (Alomari et al., 2020). In this case, the disparate approach poses a challenge in boosting the firm’s competence than a structured approach in trademarking (Nguyen, 2019). During the survey, the respondents that using English language threatens the café’s reputation due to lack of connection to Arabian cultural practice, mainly Arabian tongue. Apart from establishing a corporation’s identity, brand marketing initiatives render a definitive solution to utilizing the strategic management of an organization. Customer’s perception and attitude regarding English language threaten the ideological marketability.
Conclusion
The consumer market evolved based on proficiency in the flow of information. Therefore, individuals appreciate high purchasing value relative to the service experience. The major outlier for customers encompasses addressing prominent factors regarding the emergence of the global village. The major indicators of competitive advantages for dining centers include strategy, menu, staffing, and marketing. Under the spectral view of strategy, the researchers indicate that it is the responsibility of investors to facilitate the advancement of expertise among workers. However, the vital initiative relies on proficiency in communicating Saudi Arabian local language. As the primary and national dialect, the Saudi Arabian dialect enhances positive reviews from clients’ cause of appreciation of the domestic cultural practices.
Kamara, R. D., Leonard, S., & Haines, R. (2017). Enhancing the capabilities of municipalities for local economic development through skills training. Web.
The Earth is still surprising with many unusual phenomena, the nature of which scientists cannot yet fully reveal. The northern lights can be attributed to such mystical riddles. In many countries, unique sites, villages, and hotels are equipped for hunters of a mysterious natural phenomenon. In Finland, in Rovaniemi, locals claim that there are three nights for every four nights, during which one can enjoy the heavenly carnival. In Sodankylä, a similar phenomenon is observed every second night. Astropolis was built here at the beginning of the twentieth century; this town is designed to study and observe the northern lights (Nordic Visitor, 2022). Therefore, Finland will be chosen as the country for the tourist trip.
In December, the polar night begins in Lapland and lasts for almost two months. The sun is not visible, but there is no darkness. The sky becomes the primary source of illumination with the northern lights. The season starts in mid-September and lasts until mid-March, peaking in December-January. Optimal conditions are cold and dry nights, cloudless skies, and pitch darkness. The capital of Lapland, Rovaniemi, is located 750 km from Lappeenranta, and the northern lights are shown here every other night. Its brightest glow is in February, and on this occasion, the Revontuli Festivaali Northern Lights Festival is held in the city. Whenever there is a festival, concerts and sports competitions are held on the Kemijoki River, and an exhibition of snow and ice sculptures is held in Konttinen Park. For guests who came to Rovaniemi for the northern lights, the Arctic TreeHouse Hotel was built right on the Arctic Circle (Nordic Visitor, 2022). Thirty-seven separate rooms have one wall entirely made of glass, through which, being in warmth and comfort, one can see the snow-covered forest and the heavenly light and color representation.
After that, it is recommended to go to Sodankylä, a small town located in the heart of Lapland. 11 km from Sodankylä is Revontulikota Pohjan Kruunu, home of the Northern Lights. It was built in the style of the Sami tent; inside, there is a unique hall where a show imitating the northern lights is held (Arctic Academy, n.d.). The natural radiance in the sky in Sodankylä is visible every other night. To catch the lights in nature, it is best to sit on the shore of a lake or on top of a hill; the main thing is to stay away from settlements with their artificial lighting. As for places to eat, the Lappish influence is very noticeable in the national gastronomy, with venison as the protagonist and cranberry honey. Cheese and dairy products, in general, are also part of the Finnish diet.
On the way to Rovaniemi and at the place of stay, it is suggested to visit the following restaurants, where it is best to enjoy Finnish cuisine to feel the country’s spirit. Nili Restaurant is located in the city itself, where one can have a bite to eat upon arrival. Then stop at the Arctic TreeHouse Hotel, where Gastro Finland Oy is relatively close. In Sodankylä, tourists can look for gastronomic delights at Ravintola Revontuli Hietala Oy or try local drinks at the nearby Rooperante. This region is filled with various cuisines, including pizza, kebabs, and burgers. However, at the same time, the cuisine in Revontulikota Pohjan Kruunu is also well appreciated, even though the town is not the most popular among tourists. There are fewer amenities than other hotels and places can offer, but the region is filled with many exciting people who have long studied the northern lights phenomenon. The travel map between cities is shown in Figure 1.
Figure 1. Road from Rovaniemi to Sodankyla
References
Arctic Academy. (n.d.). Welcome. Web.
Nordic Visitor. (2022). Best time and place to see the northern lights in Finland. Web.
The process of making a booking request is an essential component of any hotel’s internet presence, much as the cart and check-out procedures for e-commerce. Due to the crucial function it plays, the bookings system has the ability to affect how visitors perceive a luxury hotel as a whole and the kind of encounter they may anticipate from the company (Valacich & George, 2020). Regrettably, the website’s booking procedure has typically been the area that suffered the most from bad customer experience and architecture. This work considers the fundamental principles of building a user interface in the hotel business.
The technique that designers use to create user interfaces for software or electronic devices with an emphasis on aesthetics or style is known as user experience design. Designers strive to produce user-friendly and enjoyable interfaces. The skill of creating user-friendly, intuitive software is known as interface design. Many people mistakenly think that the user experience is just about how a program appears, but this is untrue. Designing software that enables people to perform their tasks successfully and efficiently involves many other factors as well. People engage with an application using a user interface; it has to do with how jobs are finished in business. Both the appearance and functionality of the program are affected.
Software must assist users in carrying out similar tasks in similar ways. Users learn to utilize the program more effectively by repeating patterns. If a software program employs multiple phrases to describe the same items in different locations, users will become confused (Punchoojit & Hongwarittorrn, 2017). Information system wants to make sure that items are put together in things that allow meaning to make it easier because things that are close to one another are regarded as being linked. Another key idea is that a system running the user’s language will be easier to understand than software using unfamiliar terms. To further prevent mistakes, software should be developed; an exemplary user interface aids users in avoiding errors that could be expensive in terms of time or money.
When it comes to hospitality software, the dialogue is between hotel personnel, visitors, and the supporting software products. Hotel software should facilitate an atmosphere of friendliness, one in which hotel personnel may concentrate on guests’ requirements, in addition to being amiable and informed (Punchoojit & Hongwarittorrn, 2017). For instance, a management company system that supports the natural conversational flow between hotel staff and customers by enabling personnel to follow the customer instead of forcing the system’s requirements on the interaction. This is accomplished through consumer design, which places the demands of the user ahead of those of the system.
Software irritation frequently results from designs that put system demands ahead of people’s desires. Software architects take what-if scenarios into account while creating robust software, but because of these factors, it is simple to overlook the actual end-user. The end-user is constantly borne in mind while making design choices, thanks to the adoption of user-centered design techniques (Loosschilder et al., 2017). Software that is warm, welcoming, and simple to use in genuine hospitality settings will be driven by a thorough grasp of objectives and working conditions. The user’s objective in accounting can be to maintain the books’ balance, but a front desk agent’s objective is client happiness. People may become more assertive and productive at work by using software that enables and fulfills these aims.
A hospitality supervisor should be concerned about well, functional, and user-friendly hospitality operating system because it shortens new hire training periods, keeps costs down, keeps software aimed at user goals, enables hotel workers to focus more effectively, lowers staff errors, and frees up staff to concentrate on the guest. Workers spend a little less time writing on the computer and more time interacting with customers face to face (Loosschilder et al., 2017). The design of user interfaces has advanced significantly, and software now allows users and data to communicate with one another. When the interaction is pleasant and beneficial, the discourse is more fruitful. Users and hotels may benefit from higher staff happiness, lower operational expenses, and higher visitor pleasure by implementing the concepts of user experience design and archetype design into hospitality systems.
In order to provide the visitor with lodging possibilities that they can explore and assess, the first step in the application phase is to get some basic information from them. This initial step of the search must be short and simple, preferably requiring minimal time and effort from the visitor. Even if it is customary to have a Reservations option that opens a separate page, think about making the search boxes readily accessible on the site. This minor adjustment can save time for time-constrained tourists who are weighing their alternatives. The search boxes should blend in with the general style of the site to avoid giving the impression that they are being imposed on the user in order to increase conversions.
The search boxes may be constantly shown on a sideboard or top header, which is an excellent alternative to having them on the website. This has the advantage of allowing consumers to search for rooms from any page of the website, which is advantageous. When customers feel the need to book a reservation, they do not need to return to the homepage. By reducing the number of fields visitors must fill out, a person may save them some time. The goal is to move them on to the Results phase so they may look around the different rooms that are accessible. Check-in and check-out times, as well as the number of visitors, are the very minimum details one truly needs to look for accommodations.
Giving visitors the price breakup details is always a smart move so that they are informed of any potential rate changes during their stay. Hiding can cause the visitor to raise eyebrows or two, which might inspire some suspicion or mistrust. A summary of the reservation’s price, dates, number of visitors, and room choice is a great idea. The last summary offers the guest one more opportunity to confirm everything is in order before completing a cash commitment, even though that information was already delivered in the initial phase.
Like any design process, people may decide what should eventually be included in their design by having explicit knowledge of the brand’s strategy, business model, goals, intended audience, and other crucial defining characteristics. However, irrespective of the business, people always want to put visitors’ ease and flexibility first. For instance, this indicates that visitors may perform a search from any webpage. Additionally, it implies that visitors who are looking at the specific website for a particular room can book that second room without going through the central booking procedure.
References
Loosschilder, G., van der Rest, J. P. I., Schwartz, Z., Cordella, P., & Sierag, D. (2017). From OTA interface design to hotels’ revenues: the impact of sorting and filtering functionalities on consumer choices. Journal of Revenue and Pricing Management, 16(2), 125-138. Web.
Punchoojit, L., & Hongwarittorrn, N. (2017). Usability studies on mobile user interface design patterns: a systematic literature review. Advances in Human-Computer Interaction, 2017. Web.
Valacich, J., & George, J. (2020). Modern systems analysis and design (9th ed.). Pearson.
Vacations are essential since they make it possible for people to unwind and engage in meaningful work-life balance. Individuals planning to travel to foreign countries and cities should consider various steps and activities if they are to benefit from the entire process. Without proper preparation, it can be possible for any given visitor to encounter unexpected challenges and might eventually make the trip boring. A simple process characterized by early bookings, analysis of one’s personality, scheduling of key activities, savoring, pursuing appropriate forms of enjoyment, and resuming back to work can contribute to an awesome vacation in Uganda.
Having a Vacation in Uganda: Key Steps
Any person planning to visit Uganda needs to consider specific steps. The first strategy is for the individual to make the relevant bookings in a timely manner. This can be done by consulting various firms in Uganda in order to develop a practical itinerary. This strategy is essential since it allows the individual to anticipate the trip and increase the chances of recording desirable results. The second step is to prepare a detailed analysis of one’s personality. This could be achieved by examining one’s dislikes, likes, and expectations from adventure. This strategy is recommendable for anyone who intends to have an enjoyable vacation in Uganda (Katswera et al. 97). This means that the individual will decide which urban centers, physical features, and locations to visit in this East African country. For instance, a person who is admires wildlife could choose between Queen Elizabeth National Park and Bwindi Impenetrable Forest (Katswera et al. 99). The tourist could also identify the best places to see rare birds and chimpanzees in the country. Those who are in love with exotic cuisine can identify the best hotels, such as Kampala Serena Hotel and Trackers Safari Lodge.
The third step is to schedule the most appropriate activities to undertake while in Uganda. This phase is achievable by liaising with a number of travel agencies in the country. The strategy will shed more light on some of the famous places in Uganda, such as the shores of Lake Victoria, Lake Mburo National Park, Mount Elgon National Park, and Murchison Falls National Park. The fourth step to consider whenever focusing on an enjoyable vacation is that of savoring (Blank et al. 135). It entails focusing on the best moments that might unfold while in the country and avoiding all forms of disruption. The fifth step revolves around having fun, visiting the identified places, and interacting with different people in Uganda. While on a much-needed holiday, it becomes necessary to pursue the most appropriate and personalized forms of enjoyment. Another activity could entail learning more about Ugandans’ cultural attributes and traditions by visiting local museums and temples.
The final step revolves around going back to work or normal routines after the vacation. It is during this stage that the visitor will decide whether the completed vacation was awesome or not. After finishing the trip, it would be easier to feel energized, happier, and ready to deliver positive results (Blank et al. 138). Individuals should go further to engage in additional activities as a way of having fun. By following these key steps, any person can manage to have an awesome vacation in Uganda.
Conclusion
Any person visiting Uganda should make early bookings, analyze his or her personality, schedule key activities, savor, pursue different forms of leisure, and resume back to work. Tourists, visiting foreign countries expect their vacations to be awesome and memorable. Uganda stands out as an admirable destination since it has a wide range of features, wildlife, hotels, and cultural practices. After returning home, it becomes necessary to continue engaging in additional activities that can contribute to increased happiness and fun. These steps are, therefore, recommendable for those planning to have a nice vacation in Uganda or elsewhere in the world.
Works Cited
Blank, Cornelia, et al. “Short Vacation Improves Stress-Level and Well-Being in German-Speaking Middle-Managers—A Randomized Controlled Trial.” International Journal of Environmental Research and Public Health, vol. 15, no. 1, 2018, pp. 130-140.
Katswera, Joseph, et al. “Community-Based Tourism and Biodiversity Conservation in Kibale and Queen Elizabeth Conservation Areas in Uganda.” African Journal of Education, Science and Technology, vol. 7, no. 1, 2022, pp. 95-105.
