Abstract
Service diversification is one of the most important solutions to hotel management because it has a direct influence on the improvement of profitability and competitiveness. Therefore, this study investigated how service diversification is included in hotels in Mures County (Romania) and analyzed factors typical of diversification through management decisions in the hotels comprised in the study. The results indicate that service diversification varies with the classification category of the hotels analyzed in the study. Factors related to diversification were grouped into three categories, which consisted of relaxation and leisure services, services related to business travel and subsidiary services (auxiliary) to accommodation services that complement existing business travel amenities. The main findings offer valuable insights to both theoreticians and practitioners within the domestic and foreign hotel industry. DOI: http://dx.doi.org/10.5755/j01.ee.27.5.14153
Highlights
The hotel industry is a key sector in many developed and undeveloped economies (Fraj et al, 2015, p. 31)
Rejection of this hypothesis leads to the conclusion that managerial perceptions in relation to service diversification vary according to the classification category of the hotels included in the study
According to table 3, we observe that, significant values of χ2 statistics have been registered for only four variables included in the food&beverage services category, results that lead to rejection of the null hypothesis and indicate that there are differences according to hotel classification category; these variances include bars, special event hosting, corporate event hosting and diversification of food&beverage and beverage choices including 24-hour availability of takeout food&beverage
Summary
The hotel industry is a key sector in many developed and undeveloped economies (Fraj et al, 2015, p. 31). 115) and has led to the emphasis on factors such as service quality, quality-price ratio, service diversification, innovation and a customer-oriented focus The research in the field has not reached the consensus regarding the impact of these factors on hotel business, but what is known is that the relation between service diversification and performance has been frequently investigated in strategic management. To this effect, we refer to the research about the hotel industry conducted by Lee and Jang, 2007, Kitsios et al, 2009, Orfila-Sintes and Mattson, 2009, Tari et al, 2010, Nath et al, 2010, Tang and Jang, 2010, Moraru, 2011, Wang et al, 2012, Becerra et al, 2013
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