Masters Theses Collection

This is a repertoire of PIHMS Master Thesis.  The theses are written by PIHMS Masters students.  Users may browse and download works of interest that might help them in their academic classes or further their topics of interest.  

Masters theses are listed by year of completion and in alphabetical order by author's last name in APA referencing style.  Student names and research paper title are in bold.  Link to download the works are indicated.  Remember to cite / reference the paper properly to acknowledge the effort the authors have put into for the work.  Plagiarism is not acceptable in academia.  If you are not sure how to cite or reference the work, please look at the Referencing for academic classes page on this site. 

Year 2025

• Hoang, N. T. T. (2025). Four- to five-star hotels in New Zealand manage the challenges of purchasing perishable foods [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study explores how four- to five-star hotels in New Zealand manage the complex task of procuring perishable food items. Using the Purchasing and Supply Management (PSM) Process Wheel as a framework, semi-structured interviews with seven professionals across five hotels revealed challenges such as demand unpredictability, perishability, and supplier limitations. Hotels employ strategies including frequent ordering, supplier diversification, cold chain logistics, and digital procurement tools to improve efficiency and sustainability. The findings offer practical insights for hotel leaders and contribute to procurement literature in hospitality.
  Article

• Bhavanishankar, A. (2025). AI (Artificial Intelligence) in New Zealand hotels: Current uses and their impact [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study investigates the current use of artificial intelligence (AI) in New Zealand hotels, focusing on adoption drivers and operational impacts. Based on semi-structured interviews with eleven hotel professionals, findings reveal AI is used in areas such as guest communication, operational automation, and revenue management. Adoption is shaped by digital readiness, hotel size, and resource availability. Cultural values like Manaakitanga and a preference for human interaction influence implementation. The research, underpinned by the Technology Acceptance Model and Resource-Based View, offers context-specific insights for hotel managers balancing automation with personalised service delivery.
  Article

• Thomas, K. J. V. (2025). The perceived benefits of agritourism in New Zealand: The agritourism accommodation provider’s perspective [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study explores how agritourism accommodation providers in New Zealand perceive the benefits of their ventures. Using a qualitative case study approach, semi-structured interviews with three providers revealed both economic and non-economic motivations, including personal well-being, environmental values, and social connection. Despite challenges such as limited institutional support and compliance costs, participants remained optimistic about the sector’s growth potential. Guided by the entrepreneurial goals framework, the findings offer valuable insights for policymakers and support organisations seeking to strengthen agritourism development in rural New Zealand.
  Article

• Dangol, R. (2025). Communication strategies to reduce food waste in hotels [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study investigates the role of internal communication in reducing food waste in New Zealand hotels. Through semi-structured interviews with chefs, the research found that informal or absent communication protocols contribute to overproduction and waste. Hotels that implemented formal communication systems and digital coordination tools experienced better inventory control and waste reduction. Guided by Systems Theory, the findings emphasise how structured feedback loops improve operational efficiency. The study provides practical recommendations for hospitality practitioners and educators aiming to align hotel practices with sustainability objectives.
  Article

• Wickramathanthri, N. (2025). Impact of service quality on customer satisfaction in Auckland, New Zealand restaurants [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This quantitative study investigates how service quality influences customer satisfaction in Auckland’s restaurant industry, applying the SERVQUAL model as a theoretical lens. Survey data from 164 diners revealed empathy, assurance, and reliability as the strongest predictors of satisfaction, while tangibles had no significant effect. The findings highlight the growing importance of emotional and interpersonal service factors in hospitality. The study offers actionable insights for restaurant managers, particularly regarding staff training and process consistency, and reinforces the relevance of SERVQUAL in the New Zealand context.
  Article

• Pawar, S. (2025). Enhancing job satisfaction and retention: An exploration of human resource strategies in the New Zealand hotel industry [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study explores human resource strategies used to enhance job satisfaction and staff retention in New Zealand hotels, using Herzberg’s Two-Factor Theory as a conceptual framework. Based on interviews with ten HR personnel, key strategies identified include career development, recognition, open communication, and work-life balance. Financial compensation was less frequently cited, indicating a shift towards intrinsic motivators. The research offers practical guidance for HR professionals and extends the theoretical understanding of how motivational and hygiene factors function in modern hospitality workplaces.
  Article

• Kalra, V. (2025). Implementing portion control strategies to minimise food waste in hotel buffets [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study investigates how portion control strategies are used in New Zealand hotel buffets to reduce food waste while maintaining guest satisfaction. Based on interviews with chefs, managers, and buffet staff, the research identifies effective techniques such as smaller plates, staff-controlled servings, and batch refills. It also highlights barriers such as cultural expectations and operational inefficiencies. The findings recommend behavioural nudges, staff training, and interdepartmental coordination as key enablers. The study contributes to sustainable hospitality by presenting portion control as a cost-effective and scalable solution to buffet food waste.
  Article

• Bhattarai, P. (2025). Exploring the role of nutritional information on menus: Health consciousness and consumer choices in a regional context, New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study investigates how restaurant customers in New Plymouth perceive and utilise nutritional information on menus. Using a structured quantitative survey with 126 respondents, the research explores factors such as label visibility, health consciousness, and demographic influences on decision-making. Findings reveal that although many diners notice nutritional labels, fewer actively use them, with gender differences and label design impacting engagement. Barriers include poor visibility and complex formatting. The study offers practical recommendations for improving menu labelling and supports the development of clearer policies to foster healthier dining environments in regional New Zealand.
  Article

• Patel, P. (2025). Customer incivility and managerial responses: Best practices for frontline leaders [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study examines how hotel managers in New Zealand respond to customer incivility and support their frontline teams. Drawing on qualitative interviews with ten managers and supervisors in Auckland, four key themes emerged: de-escalation strategies, informal employee support, organisational training gaps, and the broader impact on well-being and service quality. Managers commonly employed calm language and compensatory gestures, but the absence of formal policies often led to inconsistent responses and emotional fatigue. The study recommends structured recovery mechanisms - such as debriefs and check-ins - to sustain employee resilience and service standards in the hospitality sector.
  Article

• Poudel, B. (2025). Exploring effective internal communication strategies to strengthen employee retention in the New Zealand hotel industry [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study investigates how internal communication strategies influence staff retention and coordination in small-to-medium-sized New Zealand hotels. Grounded in Systems Theory, the research draws on interviews with seven hotel managers across diverse departments. Findings reveal that effective communication enhances both operational alignment and emotional connection with staff. Managers use a combination of formal tools—such as stay interviews and development plans—and informal approaches like casual check-ins and adaptive messaging tailored to culturally diverse teams. The study concludes that responsive, inclusive communication strengthens team cohesion and reduces turnover, offering practical guidance for hospitality leaders.
  Article

• Roepcke, A. (2025). Beyond product and service excellence: Domestic consumer perspectives of value within urban boutique hotel experiences [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study explores how domestic guests perceive value in urban boutique hotels in regional New Zealand. Based on interviews with ten guests, findings reveal four key value dimensions: convenience, comfort, escapism, and meaningfulness. These are shaped by personal expectations and the interplay between setting, service, and experience. The research offers hotel managers a practical framework for designing emotionally resonant, high-impact guest experiences on limited budgets. It highlights the importance of contextual value creation and calls for more flexible hospitality models that reflect the dynamic nature of guest perceptions in boutique hotel environments.
  Article

• Wijaya, M. (2025). The strategic value of breakfast in hotel competitiveness: Exploring breakfast importance, food preferences, and online promotion [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study investigates the role of breakfast in influencing hotel guest satisfaction and booking decisions. Using a quantitative survey distributed across diverse demographic groups, findings show that 80% of guests consider breakfast a top-three factor in choosing a hotel, and 82% would return for a positive breakfast experience. Nearly half reported dietary preferences, highlighting demand for inclusive breakfast options. The study also reveals that booking platforms and hotel websites are key sources of breakfast information. Results underscore the need for high-quality, well-presented breakfasts and effective digital promotion to enhance competitiveness and profitability in the hotel sector.
  Article

• Panhalkar, Y. (2025). Enhancing cost savings through e-procurement: Strategic approaches for boutique hotels [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study examines how boutique hotels in New Zealand utilise e-procurement to enhance financial control and procurement efficiency. Guided by the Resource-Based View (RBV) framework, the research explores how e-procurement can serve as a strategic resource despite challenges such as limited integration, mobile access, and supplier networks. Semi-structured interviews with departmental managers revealed improved transparency, supplier coordination, and workflow automation, although fragmentation and underutilised systems hinder full optimisation. The study recommends AI-driven analytics, expanded supplier networks, and integrated digital tools to streamline procurement and improve cost savings in boutique hotel operations.
  Article

• Rakhmanov, A. (2025). From turnover to tenure: What hotel managers identify as effective retention strategies in SME hotels in New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study investigates employee retention strategies implemented by hotel managers in small and medium-sized enterprises (SMEs) across New Zealand. Using qualitative interviews with ten hotel managers, the research identifies key turnover drivers such as poor leadership, limited career advancement, and toxic work environments. While turnover often has negative consequences, some managers noted minor operational benefits. Findings suggest that Herzberg’s motivation factors—such as open communication, recognition, and flexibility—serve as practical, low-cost retention strategies. The study concludes by recommending that SME hotels adopt non-financial, holistic approaches to staff retention in order to foster satisfaction, engagement, and long-term workforce stability.
  Article

• Dolas, J. (2025). Food waste management practices in New Zealand hotels [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study investigates food waste management practices in New Zealand hotels, focusing on staff awareness, reduction techniques, and disposal procedures. Data were collected through interviews with head chefs and descriptive statistical methods. Findings indicate varying levels of awareness regarding regulations, with most hotels relying on internal policies rather than government standards. Strategies such as portion control, staff training, and waste tracking technology are commonly used, though smaller hotels face resource constraints. Key barriers to composting and food donation include logistics and liability. The research highlights the need for improved government support and guest education to drive behavioural change.
  Article

• Monforte, C. (2025). Food waste reduction strategies for buffet-style service [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This research explores effective strategies to reduce food waste in buffet-style hotel services. Drawing on insights from interviews with executive chefs and F&B directors, it identifies key waste drivers such as overproduction, guest behaviour, and operational inefficiencies. The findings highlight a combination of forecasting, behavioural interventions, technology, and donation programmes as effective solutions. Emphasising a multifaceted approach, the study recommends structured waste management frameworks and staff training to help hotels reduce environmental impact, improve operational efficiency, minimise economic loss, and advance long-term sustainability outcomes in the hospitality sector.
  Article

• Tanprayoon, N. (2025). Management perspectives of LGBT-supportive workplace policies: A quality management approach for maintaining policy effectiveness [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study explores the effectiveness of LGBT-supportive policies in luxury hotels across New Zealand and Australia. Using qualitative interviews with senior managers, it identifies challenges such as inconsistent application, limited support mechanisms, and variable leadership engagement. The research recommends forming Diversity and Inclusion Committees, delivering inclusive practice training, and applying Total Quality Management (TQM) and the PDCA cycle to enhance ongoing improvement. The findings highlight the need for structured, localised strategies to maintain inclusivity, improve employee morale, and ensure policy effectiveness within hospitality organisations.
  Article

Year 2024

• Arora, M. (2024). Embracing kaitiakitanga: Utilising culturally-themed messaging and imagery to influence consumer food waste behaviour [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study investigates how culturally-themed messaging and imagery influence post-consumer plate waste (PCPW) at hotel breakfast buffets. Conducted as a quasi-experimental field study over seven weeks, the research compared message-only and message-plus-image interventions. All strategies reduced waste, with the most effective—a cultural message paired with imagery (“Be a Good Kaitiaki”)—achieving a 92% reduction. Results confirm that integrating visuals enhances impact and that cultural framing is as influential as environmental messaging. The findings offer valuable insights for hospitality operations seeking to reduce food waste and promote sustainable consumption through culturally aligned communication strategies.
  Article

• Nguyen, V. (2024). From crisis to strategy: Developing long-term organisational resilience through managerial support and communication [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study explores how higher-level management in New Zealand hotels supported managers' psychological needs during the COVID-19 pandemic to build resilience. Using semi-structured interviews with eight hotel managers, the research applies Lai and Cai’s (2022) micro-level leader-member risk management framework. Findings reveal managers faced significant uncertainty in operations, staffing, and health protocols, but support from upper management helped them cope. A people-centred approach, including regular communication and training, was key to enhancing resilience. The study offers strategic recommendations for long-term organisational resilience in hospitality, emphasising supportive leadership and proactive communication beyond crisis situations.
  Article

• Chauhan, M. (2024). Changes to service practices in New Zealand hotels resulting from the Covid-19 pandemic [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study explores how service practices in New Zealand hotels changed during and after the COVID-19 pandemic. Using a crisis management framework and qualitative interviews, findings were grouped into four phases: crisis reduction, readiness, response, and recovery. Two main themes emerged - service practice changes and staff support. Key changes included minimising contact, digitalisation, and enhanced hygiene protocols. For staff, improved training, increased sick leave, and greater focus on safety were highlighted. The research offers insight into how hotels adapted operationally and culturally to the pandemic, informing future responses and helping maintain competitiveness in a post-pandemic hospitality environment.
  Article

• Singh, P. (2024). Strategic risk management in New Zealand hotels during and post-pandemic [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study explores risk management practices adopted by hotel managers in New Zealand during and after the COVID-19 pandemic. Qualitative data from nine semi-structured interviews with hotel managers, HODs, and general managers revealed four key risk areas: financial, workforce management, health and safety, and brand image. Findings show these risks are interlinked, and decisions in one area affect others. A significant insight was that staff layoffs had long-term negative impacts; alternative strategies, such as shared pay cuts, are recommended. The study contributes to future crisis planning and strategic hotel management by applying a structured crisis response framework.
  Article

• Kalawat, A. (2024). The effect of job characteristics and work environment on job satisfaction: A case of Generation Z in the hospitality industry [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study investigates how job characteristics and work environment influence job satisfaction and retention among Generation Z employees in New Zealand’s tourism industry. Using established theoretical models and quantitative survey data from 140 respondents, the study found that job satisfaction mediates the relationship between job characteristics and retention. However, work environment affects retention both directly and indirectly. Findings suggest that work-life balance and flexible working conditions are key priorities for Gen Z. The study offers insights for employers seeking to enhance job satisfaction and retention by adapting workplace practices to meet the expectations of younger hospitality employees.
  Article

Year 2023

• Luong, T. (2023). New Zealand hotel managers’ perspectives toward political connections [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This study explores how New Zealand hotel managers perceive political connections, highlighting a gap in local academic discussion. Using institutional logic and sensemaking theory, the research finds that perspectives vary depending on environmental context. Political connections are not always equated with corruption; some managers view them as opportunities. While political engagement exists through industry organisations, international firms with more proactive strategies may challenge local operators. The study contributes to hospitality literature by examining how dynamic environmental factors and managerial interpretations shape responses to political ties in the New Zealand hotel sector.
  Article

Year 2022

• Thai, M. (2022). The influence of leadership behaviours on internal service quality delivered in hotels in New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  This research examines five leadership behaviour including ‘model the way’, ‘inspire a shared vision’, ‘challenge the process’, ‘enable others to act’, and ‘encourage the heart’, and which behaviour(s) has/have a positive influence on the perception of internal service quality (ISQ) in hotels in New Zealand. The research discusses aspects of leadership styles and service quality. Leadership Practice Inventory, the observer portion by Kouzes & Posner (2017) was used to examine the five hypotheses. Data was gathered using an online survey platform and social media to reach employees at hotels around New Zealand. The researcher received 62 valid responses that were analyzed later through SPSS. The result shows a strong correlation among all independent variables as well as between independent variables and the dependent variable. The finding also highlights two specific leadership behaviours that have a significant influence on the perception of ISQ, namely ‘enable others to act’ and ‘encourage the heart’. ‘Model the way’, ‘inspire a shared vision’, and ‘challenge the process’ do not show any significant relationship with the perception of ISQ. In addition to these results, theoretical and practical implications were also discussed along with some limitations and suggestions for future research.
  Article

• Lakhanpal, D. (2022). Factors Influencing Consumer Adoption of Paperless Check-in Check-out Processes [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  The research Danish undertook explores the utilisation of contactless technology for enhancing customer service in the hospitality industry by examining how perceived ease of use, perceived usefulness, and perceived data security, are related to willingness to use paperless check in/check out technology. The study makes theoretical contributions to the literature of ‘contactless service technology’ with regards to customer adoption, by utilising the concepts of consumer preferences and behaviour to further explore consumers’ willingness to accept contactless technology in the service industry. Better understanding the relationships between factors examined during the study enables service technology developers to make better service support systems and to improve consumer experience and organisational efficiency in the hotel industry.
  Article

• Suri, S. (2022). Consumer perception of hotel brands used for Covid-19 managed isolation and quarantine [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  COVID-19 adversely affected the hospitality industry around the globe as governments imposed unprecedented lockdowns and restrictions to stop the spread of the virus. One key initiative was the introduction of managed isolation and quarantine (MIQ) facilities which were typically set up in existing hotels and private accommodation providers. As the hotel industry recovers there are concerns about consumers' perception on hotel brands used for MIQ facilities. Qualitative research methods with semi-structured interview questions were used to obtain feedback from future travellers about their perception of hotels used for MIQ. Overall, findings indicated that the brand image was not impacted negatively and possible strategies to attract future guests include, ensuring rigorous health & safety practices, communicating corporate social responsibility (CSR) contributions or initiatives to consumers, and continuing to educate the public. Key themes emerging from the research through thematic analysis include - (1) appreciate MIQ; (2) logical solution; (3) beneficial support to community; (4) education for public; (5) rigorous health and safety practices; (6) risk of travelling; and (7) risk of staying in hotels. This study is the first to directly explore consumer perceptions of hotel brands used for COVID-19 MIQ and produced encouraging findings for the hotel industry. However, the research only explored these factors in New Zealand and further research should be done globally.
  Article

• Berman, A. (2022). Discrimination of migrants in New Zealand’s hotel industry [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  The research Adam undertook explores the perceptions of migrant workers in New Zealand's hotel industry by examining how the perceived racial climate and how perceived racial ethnic microaggressions in the workplace are related to migrant worker turnover intention.
  The study makes several theoretical contributions to the literature of ‘human resource management’, with regards to supporting migrant workers, by utilising the concepts of employee perception and workplace environment to further explore the factors influencing employee workplace satisfaction.
  Better understanding the relationships between factors examined during the study enables managers and organisations to reduce staff turnover and to better support migrant workers, who make up a significant proportion of the hospitality industry.
  Article 

Year 2021

• Bhandari, S. L. (2021). Acceptance of chatbots by customers on hotel websites [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  The research Shailaja undertook explores the utilisation of artificial intelligence for customer service in the hospitality industry by examining how perceived ease of use, perceived usefulness, and perceived enjoyment, are related to consumer purchase intention for customers using chatbots on hotel websites.
  The study makes several theoretical contributions to the literature of ‘automated systems success’ with regards to customer support, by utilising the concepts of consumer preferences and behaviour to further explore consumers’ willingness to accept artificial intelligence systems for customer support.
  Better understanding the relationships between factors examined during the study enables automated customer support developers to make better customer support systems and to improve consumer experience and organisational efficiency in the hotel industry.
  Article

Year 2020

• Baijal, S. J. (2020). The effect of system quality, information quality, and service quality on user satisfaction in e-learning in the hospitality industry/ a moderating role of trust [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  The research Siddharth undertook explores aspects of e-learning and training in the hospitality industry by examining how system quality, information quality, and service quality are related to user satisfaction in e-learning, and whether trust influences the relationship between information quality and user satisfaction. 
  The study makes several theoretical contributions to the literature of ‘information systems success’ with regards to e-learning by utilizing the concepts of learner preferences and behaviour to further explore learners' willingness to use e-learning systems among hospitality workers.
  Better understanding the relationships between factors examined during the study enables e-learning developers and content creators to make better e-learning systems in order to improve productivity, efficiency, and return on investment (ROI).
  ResearchGate - Article

• Mukhamediarov, E. (2020). The effects of food quality, service quality, and physical environment on customer loyalty in a fine-dining restaurant: The mediating roles of trust, satisfaction, and commitment [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  The research Emil undertook examined whether food quality, service quality, and restaurant environment affected customer loyalty in fine-dining restaurants.  In addition, the study investigated if trust, commitment, and satisfaction influence the relationships between food quality and customer loyalty, service quality and customer loyalty, and the restaurant environment and customer loyalty.
  The study makes several theoretical contributions to the literature of decision-making research in the hospitality and tourism fields by utilizing the concepts of consumer behaviour and decision-making to further explore consumers’ intentions when choosing a fine-dining restaurant.
  Better understanding the relationships between factors examined during the study enables restaurant operators to make better marketing decisions in order to enhance business success.
  Article

Year 2019

• Nguyen, L. (2019). The impacts of peer-to-peer accommodation on taranaki tourism [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
  The research Lan undertook explores the drivers and impacts of peer-to-peer accommodation in Taranaki from the perspective of micro, meso, and macro level stakeholders.
  The study makes theoretical contributions to the literature of ‘accommodation in the sharing economy’ by examining interactions between individuals in peer-to-peer accommodation transactions, competition between peer-to-peer accommodation and traditional lodging businesses, and governmental plans and policies regarding peer-to-peer accommodation activities.
  Better understanding the drivers, impacts, and perceptions of peer-to-peer accommodation in regional New Zealand    enables regional providers of peer-to-peer accommodation to improve their services,    aids hoteliers in better understanding the peer-to-peer accommodation customer base,    and assists regional legislators and policy makers with their future planning in regards to the growing peer-to-peer accommodation sector.
  Article