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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 2026
Year 2026
Kurian, H. (2026). How can food waste during the preparation stage be reduced in luxury hotel kitchens [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores strategies for reducing food waste generated during the preparation stage in luxury hotel kitchens. Using a qualitative research design, semi-structured interviews were conducted with eight executive chefs, sous chefs, head chefs, and kitchen managers from four- and five-star hotels in New Zealand, and the data were analysed thematically. Findings indicate that preparation-stage food waste is influenced by a combination of operational, procedural, and behavioural factors, including inaccurate forecasting, poor stock rotation, over-preparation, inconsistent knife skills, menu design, time pressures, and communication breakdowns. Participants identified improved forecasting, standardised procedures, stronger inventory management practices, enhanced staff awareness, and just-in-time stock control systems as effective waste reduction strategies. The study highlights the importance of an integrated approach to food waste management, demonstrating how luxury hotels can improve operational efficiency, reduce costs, and support sustainability objectives through structured kitchen management practices.
ArticleGunathilake, M. R. M. S. C. (2026). Strategies for the survival and growth of traditional travel agencies in Sri Lanka in competition with online booking platforms [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how traditional travel agencies in Sri Lanka adapt and remain competitive in the face of increasing competition from online booking platforms. Using a qualitative exploratory research design, semi-structured interviews were conducted with seven travel industry professionals, including agency owners, managers, and decision-makers, and the data were analysed thematically through the lens of the Dynamic Capabilities Framework. Findings indicate that successful agencies are responding to digital disruption through technology adoption, hybrid business models, personalised service offerings, niche market positioning, and value-added customer experiences. Participants highlighted changing consumer behaviour, increasing price sensitivity, and the growing influence of online booking platforms as significant industry challenges. Despite these pressures, traditional travel agencies were found to retain competitive advantages through personalised advice, human interaction, and specialised travel expertise. The study provides practical insights into strategic adaptation and highlights the importance of service differentiation and technological integration for the long-term sustainability of traditional travel agencies.
ArticleSathe, S. S. (2026). Beyond sustainability claims: A case study of managerial perspectives on green marketing practices in a luxury hotel in regional New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores managerial perspectives on green marketing practices within a luxury hotel in regional New Zealand. Using a qualitative research design, semi-structured interviews were conducted with five hotel managers to examine how sustainability initiatives are understood, implemented, and communicated within hotel operations. Findings indicate that managers view green marketing as closely linked to sustainable business practices, incorporating initiatives such as environmentally responsible sourcing, eco-friendly products, sustainability-focused communication, and operational environmental practices. Participants also identified challenges related to organisational commitment, staff engagement, and maintaining consistent sustainability messaging. The study highlights the importance of leadership, interdepartmental collaboration, staff training, and strategic planning in supporting effective green marketing initiatives. The findings provide practical recommendations for hospitality organisations seeking to strengthen sustainability performance while enhancing the credibility and effectiveness of their environmental marketing efforts.
ArticlePanandiker, R. R. P. (2026). Managerial perception on the use of artificial intelligence in hotel operations and its impact on guest satisfaction [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores hotel managers’ perceptions of artificial intelligence (AI) and its impact on hotel operations and guest satisfaction within the New Zealand hospitality industry. Using a qualitative research design, semi-structured interviews were conducted with six hotel managers from different properties across New Zealand, and the data were analysed thematically. Findings indicate that AI is being utilised for a range of operational and customer-facing functions, including chatbots, service robots, housekeeping support, revenue management, and administrative tasks. While managers recognised the potential of AI to improve efficiency, decision-making, and service delivery, they also expressed concerns regarding data security, maintenance costs, over-reliance on technology, and the potential impact on employment. Participants consistently emphasised that AI should complement rather than replace human employees. The study highlights the importance of balancing technological innovation with human interaction to enhance operational effectiveness and maintain high levels of guest satisfaction in hospitality environments.
ArticleKhadka, B. (2026). Analysis of service quality and customer satisfaction through online reviews: A case study of SkyCity Hotel [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study examines how online customer reviews reflect service quality, customer satisfaction, and operational performance at SkyCity Hotel in Auckland, New Zealand. Using a mixed-methods research design, the study analysed 999 verified Booking.com reviews collected over a five-month period through quantitative descriptive analysis and qualitative content analysis, guided by the SERVQUAL framework. Findings indicate that overall guest satisfaction was high, with strengths identified in staff friendliness, professionalism, room cleanliness, comfort, and the hotel’s central location. However, service quality gaps were observed in front office efficiency, facility maintenance, food service consistency, and perceptions of value for money. The study highlights how online guest feedback can reveal operational strengths and weaknesses across hotel departments. The findings provide practical recommendations for hotel managers seeking to improve service quality, enhance guest satisfaction, and support evidence-based decision-making through the analysis of customer review data.
ArticleAdhikari, B. (2026). Evaluating service quality perception using the SERVQUAL model: An analysis of Booking.com reviews of The Devon Hotel, New Plymouth [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study examines guest perceptions of service quality at The Devon Hotel, New Plymouth, through the analysis of online reviews using the SERVQUAL framework. Adopting a mixed-methods approach, the research analysed 1,096 Booking.com reviews collected over an eight-month period using both quantitative descriptive analysis and qualitative review assessment. Findings indicate that overall guest satisfaction remained high, with staff friendliness, food and beverage services, and hotel facilities identified as key strengths. However, recurring concerns were raised regarding parking availability, room size, noise disturbance, and cleanliness. The study also found that the volume of negative reviews alone may not fully reflect guest dissatisfaction, as hidden service quality gaps can influence future guest behaviour and hotel reputation. The findings provide practical insights for hotel managers seeking to enhance service quality and customer satisfaction through the effective use of online guest feedback.
ArticleGautam, P. (2026). Analysis of hotel service quality and customer satisfaction using online review: Case study of Novotel Auckland [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study examines service quality and customer satisfaction at Novotel Auckland Airport through the analysis of online guest reviews. Using a mixed-methods approach, the research analysed 1,051 verified Booking.com reviews through descriptive and inferential statistical techniques alongside thematic analysis, guided by the SERVQUAL framework. Findings indicate that overall guest satisfaction was high, with staff professionalism and front office efficiency emerging as key strengths. However, service quality challenges were identified in physical maintenance, responsiveness within food and beverage operations, and perceptions of value for money, particularly during busy periods. The study demonstrates the value of online review data as a practical tool for service quality monitoring and performance evaluation. The findings provide evidence-based recommendations for hotel managers seeking to enhance guest satisfaction and operational effectiveness through continuous quality improvement.
ArticleAzees, H. L. A. (2026). Employee well-being in New Zealand hotels: Managers’ practices and cost-effective strategies [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how hotel managers in New Zealand support employee well-being through practical and cost-effective management strategies. Using a qualitative interpretivist approach, semi-structured interviews were conducted with eight hotel managers representing a range of hotel sizes and market segments across New Zealand, and the data were analysed thematically. Findings indicate that employee well-being is influenced less by financial investment and more by managerial behaviours, supportive leadership, workplace relationships, and the integration of well-being practices into everyday operations. Participants highlighted strategies such as participative rostering, peer-to-peer training, recognition programmes, and internal development opportunities as effective approaches to supporting staff well-being. The study also identified challenges associated with high occupancy periods and resource constraints, which can reduce managerial capacity to provide support. The findings emphasise the importance of embedding well-being practices into organisational systems and routines to enhance employee satisfaction, retention, and operational performance.
ArticleShrivastava, R. (2026). How hospitality supervisors influence the work engagement levels of frontline employees [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how supervisory practices influence the work engagement of frontline employees within hospitality organisations. Using a qualitative research design, semi-structured interviews were conducted with six frontline employees working in hotels and restaurants, and the data were analysed thematically through the lens of Leader–Member Exchange (LMX) theory. Findings indicate that supervisors play a significant role in shaping employee engagement through leadership style, communication, psychological support, workplace relationships, and organisational practices. Participants highlighted the importance of supportive supervision, trust, recognition, and constructive interactions in fostering motivation and commitment. Challenges associated with workplace pressures and organisational contexts were also found to influence engagement levels. The study highlights the critical role of supervisor–employee relationships in enhancing employee well-being, service quality, and organisational performance within hospitality settings.
ArticleThapa, R. (2026). Hospitality students’ perceptions of institute-provided standard operating procedures and their influence on service quality during F&B placements [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores hospitality students’ perceptions of institute-provided standard operating procedures (SOPs) and their influence on service quality during food and beverage industry placements. Using a qualitative interpretivist approach, semi-structured interviews were conducted with students who had completed F&B placements, and the data were analysed thematically. Findings indicate that students view SOPs as an important foundation for consistent service delivery, supporting professionalism, guest interaction, communication, and operational efficiency. However, participants reported that the effectiveness of SOP implementation is heavily influenced by workplace conditions, particularly workload pressures, time constraints, and the level of reinforcement provided within placement organisations. Students highlighted that supervision, feedback, and practical application are critical in translating SOP knowledge into consistent service performance. The study emphasises the need for stronger alignment between institutional training and industry placement practices to support service quality and effective SOP adoption in hospitality operations.
ArticlePerry, S. A. (2026). Assessment of local food sourcing practices in New Zealand luxury hotels [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how luxury hotels in New Zealand incorporate locally sourced food into their supply chain and procurement practices. Using a qualitative multiple-case study approach, semi-structured interviews were conducted with food and beverage professionals from five 4- and 5-star hotels in Auckland, and the data were analysed thematically. Findings identified key themes including local sourcing methods, green supply chain management, supply chain performance, risk management, quality control, digital technology, and the benefits and challenges of local procurement. Participants reported strong commitments to sourcing local produce, seafood, and meat, citing benefits such as enhanced guest satisfaction, stronger community relationships, and support for local suppliers. Challenges included seasonal availability, supplier limitations, regulatory requirements, and brand purchasing constraints. The study highlights the value of flexible procurement strategies and strong supplier partnerships in supporting sustainability objectives while maintaining operational and brand requirements within luxury hotel environments.
ArticleRadjaradjane, M. (2026). Strategic AI deployment in hotel sales and marketing: A New Zealand perspective [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores the adoption and deployment of artificial intelligence (AI) within hotel sales and marketing operations in New Zealand. Using a qualitative interpretivist approach, semi-structured interviews were conducted with sales and marketing managers and general managers from New Zealand hotels, guided by the Technology Acceptance Model (TAM) and the Technology–Organisation–Environment (TOE) framework. Findings indicate that AI adoption is uneven across the sector and is influenced by hotel size, organisational readiness, digital capability, and regional context. AI is primarily used in marketing activities such as content creation, campaign management, reporting, and digital optimisation, while adoption within sales functions remains more limited. The study highlights the importance of digital literacy, governance, staff training, and organisational support in successful AI implementation. The findings provide practical guidance for hotels seeking to leverage AI to enhance productivity, decision-making, and competitive performance while maintaining the importance of human judgement and relationship-building.
ArticleAmodia, R. (2026). Implementation of menu planning strategies to reduce food wastage in the New Zealand hospitality sector [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how menu planning strategies can be used to reduce food waste within the New Zealand hospitality sector. Using a qualitative research design, semi-structured interviews were conducted with seven chefs and food and beverage managers from hotels across New Zealand, and the data were analysed thematically. Findings indicate that strategic menu planning plays a critical role in minimising food waste through practices such as seasonal sourcing, ingredient cross-utilisation, buffet redesign, behavioural nudges, and waste monitoring technologies. Participants also highlighted the importance of managerial leadership, organisational culture, and staff engagement in supporting waste reduction initiatives. The study demonstrates that combining operational planning, behavioural interventions, and technological solutions can significantly improve food waste management and sustainability outcomes. The findings provide practical guidance for hospitality organisations seeking to enhance environmental performance while maintaining operational efficiency.
ArticleKhedekar, A. (2026). Mentoring in practice: A qualitative study of near-peer coaching in hospitality work-integrated learning [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
aThis study explores the experiences of student mentors participating in a formal near-peer mentoring programme within hospitality work-integrated learning (WIL) environments. Using an interpretivist qualitative case study design, semi-structured interviews were conducted with nine final-year student mentors involved in food and beverage training operations at PIHMS, and the data were analysed thematically. Findings indicate that effective mentoring is characterised by hands-on coaching, observation, demonstration, real-time feedback, and strong interpersonal relationships built on trust and clear communication. Participants identified operational pressures, time constraints, inconsistent engagement, and role ambiguity as challenges affecting mentoring quality. Mentors recommended structured mentoring schedules, clearer expectations, enhanced supervisory support, practical mentoring resources, and formal feedback mechanisms. The study highlights the importance of programme design, role clarity, and ongoing evaluation in strengthening mentoring outcomes within hospitality work-integrated learning settings.aa
ArticleGonsalves, D. G. (2026). Hotel information systems and front office efficiency: A qualitative study of managerial practice in New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how front office managers in New Zealand hotels utilise hotel information systems (HIS) to enhance operational efficiency and service delivery. Using a qualitative research design, semi-structured interviews were conducted with eight front office managers, and the data were analysed thematically. Findings indicate that property management systems (PMS) serve as the central platform supporting front office operations, complemented by customer relationship management systems, channel managers, central reservation systems, point-of-sale systems, and communication tools. Participants reported that system integration improves access to information, supports faster decision-making, enhances guest service, and strengthens interdepartmental coordination. The study also highlights the importance of managerial involvement in identifying operational issues and optimising system configurations over time. The findings provide practical guidance for hotels seeking to improve front office efficiency while maintaining service quality through effective use of hotel information systems.
ArticleKumbhar, R. S. (2026). Memorability in wine service: A qualitative exploration of sommelier strategies in New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how sommeliers create memorable wine service experiences within New Zealand’s hospitality sector. Using a qualitative research design, semi-structured interviews were conducted with nine wine service professionals, including sommeliers, wine stewards, and a food and beverage manager, and the data were analysed thematically. Findings indicate that memorable wine experiences are shaped less by product knowledge alone and more by intentional service strategies, including storytelling, sensory guidance, personalised recommendations, and guest engagement. Participants highlighted the importance of creating a welcoming atmosphere, adapting interactions to guest preferences, and building trust through clear and approachable communication. The study demonstrates that memorable wine service emerges from a combination of technical expertise and interpersonal skill, providing practical insights for hospitality professionals seeking to enhance guest satisfaction and create distinctive service experiences.
ArticleManoj, M. (2026). Complaint conversion in hotels: Exploring front-line employee strategies and challenges [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how frontline hotel employees and managers convert guest complaints into positive service recovery outcomes within New Zealand hotels. Using an exploratory qualitative case study approach, semi-structured interviews were conducted with seven frontline employees and managers from serviced apartment hotels in Queenstown, and the data were analysed thematically. Findings indicate that successful complaint conversion depends less on resolving the original technical issue and more on how the interaction is managed. Key strategies included empathy, active listening, prompt responses, employee empowerment, and a positive service attitude. Challenges such as communication gaps, limited authority, and emotional pressures were found to hinder effective complaint handling. The study highlights the importance of staff training, empowerment frameworks, managerial support, and internal communication in enhancing guest perceptions of fairness, satisfaction, and service recovery outcomes.
ArticleManandhar, J. (2026). Career development as a retention strategy for Generation Z in New Zealand hotels [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores the role of career development opportunities in retaining Generation Z employees within New Zealand hotels. Using a qualitative interpretivist approach, semi-structured interviews were conducted with six Gen Z employees working across various hotel departments, and the data were analysed thematically. Findings indicate that career growth and advancement opportunities, learning and skill development, recognition and managerial support, and workplace well-being are key factors influencing retention intentions. Participants highlighted the importance of promotion pathways, mentoring, leadership support, and constructive feedback in enhancing job satisfaction and organisational commitment. Conversely, limited development opportunities, inadequate recognition, and poor work-life balance contributed to turnover intentions. The study highlights career development as a critical retention strategy and provides practical recommendations for hotel organisations seeking to attract, engage, and retain Generation Z employees.
ArticleToppo, S. (2026). Frontline employee perceptions of effective strategies to mitigate workplace emotional toxicity in the New Plymouth restaurant sector [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores frontline employees’ perceptions of workplace emotional toxicity within the New Plymouth restaurant sector and examines strategies that can reduce its impact. Adopting a qualitative interpretivist approach, semi-structured interviews were conducted with frontline restaurant employees and analysed thematically to identify recurring experiences and organisational factors. Findings indicate that workplace emotional toxicity is commonly associated with incivility, bullying, exclusion, ineffective communication, inadequate managerial support, and unclear role expectations. Participants reported negative consequences including emotional exhaustion, reduced motivation, declining morale, and increased turnover intentions. The study highlights the importance of respectful communication, fair treatment, proactive leadership, and transparent conflict management in fostering healthier workplace cultures. The findings provide practical guidance for restaurant managers seeking to improve employee well-being, retention, and organisational performance.
ArticleLe, N. Y. N. (2026). Key factors influencing customer satisfaction in Queenstown’s five-star hotels: An online review analysis [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study investigates the key factors influencing customer satisfaction and dissatisfaction in Queenstown’s five-star hotels through the analysis of online guest reviews. Using an inductive, data-driven approach, 15,613 Booking.com reviews were analysed through text-mining techniques, including sentiment analysis, word frequency analysis, and examination of one-star reviews. Findings indicate that positive guest experiences are strongly associated with location, room comfort, staff friendliness, and scenic views, while dissatisfaction is commonly linked to room facilities, cleanliness, noise, and maintenance issues. Differences were also observed between traditional luxury hotels and five-star hotels, as well as across traveller segments. The study demonstrates the value of large-scale online review analysis as a practical tool for service evaluation and provides evidence-based recommendations for improving guest satisfaction and service quality in luxury hotel environments.
Article
Year 2025
Year 2025
Monga, G. (2025). Sales practices that improve sales team performance: Hotel leaders’ perspectives from New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores hotel leaders’ perspectives on sales practices that enhance sales team performance in New Zealand hotels. Guided by the Job Demands–Resources Leadership Extension Model, a qualitative exploratory design was employed using semi-structured interviews with nine hotel leaders across independent and branded properties. Thematic analysis identified leadership behaviours such as trust, communication, recognition, and coaching as central to effective sales performance. Findings show that cost-efficient practices, including mentoring, empowerment, transparency, and clear goal setting, strengthen motivation, optimise job resources, and support sustained sales outcomes and organisational culture.
ArticleKulkarni, T. U. (2025). Managers’ perspective on a training program designed for and aimed at Indigenous employees [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores hotel managers’ perspectives on training programmes specifically designed for Indigenous employees in Australia and New Zealand. Using a qualitative approach, five interviews with managers from hotels within the same parent company were thematically analysed and informed by the Total Quality Management framework. Findings identify six key aspects guiding programme implementation: aims and objectives, employee impact, managerial challenges, effectiveness measurement, and proposed improvements. Results suggest that targeted training fosters strong employee interest and positive outcomes, although the short operational timeframe limits assessment of long-term effectiveness. The study offers practical guidance for hotels planning Indigenous-focused training initiatives.
ArticleKohli, S. (2025). Driving profit through purpose: How CSR, ESG and guest experience influence hotel performance in New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study examines how non-financial objectives, including CSR, ESG practices, sustainability initiatives, and guest-focused strategies, influence hotel profitability in New Zealand. Using an interpretivist qualitative design, semi-structured interviews with six hotel managers across boutique, independent, and chain properties were analysed. Findings indicate that while sustainability initiatives may increase short-term costs, they support long-term financial performance through enhanced guest loyalty, operational efficiency, and brand strength. Human capital, technology-enabled personalisation, and digital reputation management were identified as key drivers of service quality, retention, and revenue stability.
ArticleWang, H. (2025). The role of room cleanliness in shaping guest satisfaction in the hotel industry in New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study investigates how specific room cleanliness dimensions influence guest satisfaction in New Zealand hotels within a post-pandemic context. Using a structured survey of 168 hotel guests, data were analysed through descriptive statistics, correlation analysis, and multiple regression. Findings show that cleanliness of bedding and linen, furniture, and windows or curtains significantly predicts overall guest satisfaction, while bathroom and floor cleanliness do not. The study demonstrates that guests evaluate cleanliness attributes unevenly and provides evidence-based guidance for prioritising housekeeping resources to maximise satisfaction.
ArticleMathew, S. (2025). Employee contributions to the effective implementation of energy efficiency initiatives in New Zealand hotels [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study examines how hotel employees contribute to the effective implementation of energy efficiency initiatives in New Zealand hotels. Using a qualitative case study design, semi-structured interviews with six employees across operational departments were thematically analysed, informed by the Theory of Planned Behaviour. Findings show that employee attitudes, awareness, motivation, and perceived behavioural control strongly influence energy-saving practices. Supportive leadership, clear communication, and practical training enhanced staff engagement, while workload pressures, resistance to change, limited guest cooperation, and weak feedback systems constrained participation. The study highlights the importance of a people-centred approach alongside technological investment to achieve sustainable energy performance.
ArticleWeerasinghe, D. (2025). An exploration of personalization strategies implemented by hotels in regional New Zealand to deliver customized guest experiences: A case study on selected hotels in New Plymouth [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how hotels in regional New Zealand deliver personalised guest experiences, using New Plymouth as a case study. Adopting a qualitative, interpretivist approach, semi-structured interviews with seven hotel managers were thematically analysed and informed by the Experience Economy framework. Findings show that hotels apply hybrid personalisation strategies combining technology-based tools and human interaction, including guest profiling, loyalty programmes, pre-arrival communication, and staff-led engagement. Key challenges include financial constraints, staffing limitations, and data privacy concerns. The study concludes that cost-efficient, culturally aligned personalisation enhances guest satisfaction, loyalty, and long-term performance.
ArticleChauhan, A. (2025). Water-saving technologies in luxury hotels: A study of 4- and 5-star hotels in New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study examines the adoption and effectiveness of water-saving technologies in 4- and 5-star hotels in New Zealand. Using a qualitative approach, semi-structured interviews with eight hotel managers across the North and South Islands explored technologies such as low-flow fixtures, greywater reuse, rainwater harvesting, and smart monitoring systems. Findings indicate that effective water conservation relies on integrated approaches combining technology, operational practices, and staff and guest awareness. The study highlights that structured water management frameworks support sustainability objectives while reducing operational costs and environmental impact.
ArticleSaldanha, S. (2025). Frontline communication during service recovery: Exploring the role of clear and empathetic explanations in upscale hotels [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how clear and empathetic explanations provided by frontline employees influence service recovery outcomes in upscale hotels. Using a qualitative exploratory design, semi-structured interviews with eight frontline staff across operational departments were thematically analysed through the RECOVSAT framework. Findings indicate that service failures commonly stem from operational inefficiencies, communication breakdowns, and external factors. Effective recovery depended largely on the clarity and empathy of explanations, which supported both cognitive understanding and emotional reassurance. Honest communication helped rebuild guest trust even when solutions were limited. The study highlights emotional labour and the need for organisational support and targeted communication training.
ArticleThapa, S. (2025). Cost-saving strategies in hotel housekeeping operations: Balancing efficiency and service quality [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how New Zealand hotels implement cost-saving strategies in housekeeping while maintaining service quality. Using an exploratory multiple case study design, semi-structured interviews with seven housekeeping managers and supervisors were analysed thematically through a Total Quality Management (TQM) lens. Four key themes emerged: strategic resource management, labour and operational efficiency, service quality and staff engagement, and implementation challenges. Findings show that practices such as par-level inventory control, forecast-based rostering, and guest opt-out programmes reduce costs without compromising standards. The study highlights systematic planning, communication, and staff participation as critical enablers.
ArticleShaikh, F. (2025). Exploring strategies to improve recycling efforts among housekeeping staff in New Zealand hotels [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how New Zealand hotels can strengthen recycling practices among housekeeping staff. Using qualitative interviews with six housekeeping employees, the findings show strong environmental awareness but highlight operational barriers such as time pressure, staff turnover, guest behaviour, and limited infrastructure. Effective strategies included ongoing multi-modal training, clear waste segregation systems, visual cues, and cross-department collaboration. The study concludes that successful recycling initiatives require sustained organisational commitment, improved systems, and supportive workplace cultures that integrate sustainability into daily operations.
ArticleShakhakarmi, S. (2025). Managing workplace cultural diversity: Strategies used by frontline F&B employees in New Zealand hotels [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study examines how frontline food and beverage employees in New Zealand hotels manage cultural diversity in the workplace. Using qualitative interviews with seven employees, findings show that cultural diversity is viewed as a strength that enhances teamwork and service quality. Despite challenges such as language barriers and differing work styles, employees used strategies including clear communication, cultural sensitivity, collaboration, and continuous learning. The study highlights the importance of frontline practices and supports cultural intelligence as a key capability for inclusive and high-quality service delivery.
ArticleRodrigues, P. V. (2025). Strategies to manage work stress in the hotel industry [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how hotel managers in New Zealand perceive and cope with occupational stress. Using qualitative interviews with seven managers, the research identifies key stressors including role overload, organisational demands, and work–family conflict. Guided by the transactional model of stress and coping, findings show that emotion-focused coping strategies were used more frequently and perceived as more effective than problem-focused strategies. Although organisations offered support such as EAP and wellbeing initiatives, managers reported limited proactiveness, indicating a need for stronger and more targeted stress management practices.
ArticleDalvi, N. (2025). Strategies used by hotel managers in New Zealand to retain female employees [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how hotel managers in New Zealand retain female employees in the hospitality industry. Using a qualitative design, semi-structured interviews were conducted with eleven hotel managers from boutique hotels and international chains. Guided by Herzberg’s Two-Factor Theory, thematic analysis revealed that retention depends on addressing hygiene factors such as fair pay, safe workplaces, and predictable scheduling, alongside motivators including recognition, professional development, empowerment, and supportive leadership. Findings highlight that feedback is effective only when accompanied by visible managerial action. The study provides practical guidance for improving female employee retention and fostering a more inclusive and committed workforce.
ArticleWaingankar, H. (2025). Energy reduction strategies in New Zealand hotels [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study examines the energy reduction strategies adopted by hotels in New Zealand and their contribution to sustainability objectives. Using a qualitative approach, semi-structured interviews were conducted with eight hotel managers and department heads. Findings indicate that energy is a significant operational cost influenced by occupancy and seasonality, with hotels implementing measures such as LED lighting, motion sensors, smart HVAC systems, and Building Management Systems to reduce consumption. While future plans include AI-driven energy management and renewable energy adoption, financial constraints remain a key barrier, particularly for small and medium-sized hotels.
ArticleAmritphale, C. (2025). Practical strategies 4- to 5-star hotels use to manage occupancy fluctuations during the off-peak season in Wellington, New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how 4- to 5-star hotels in Wellington address occupancy fluctuations during off-peak seasons. Using qualitative interviews with seven hotel managers, six key themes were identified, including pricing and revenue management, marketing, guest experience, and resilience. Findings reveal that hotels employ strategies such as dynamic pricing, partnerships, loyalty initiatives, and innovation to maintain performance. The study highlights adaptability, technology adoption, and long-term sustainability as vital for managing off-peak challenges.
ArticleSoni, S. (2025). Strategies to reduce the negative impact of occupational stress on the job performance of frontline hotel employees [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study investigates strategies to mitigate the effects of occupational stress on the performance of frontline hotel employees in New Zealand. Using a qualitative approach with semi-structured interviews involving eight participants, the research identifies key stressors such as workload, multitasking, understaffing, and lack of organisational support. Findings highlight coping strategies including work-life balance, communication, and supportive leadership. The study emphasises proactive stress management and organisational culture as critical to enhancing employee wellbeing and service quality.
ArticlePanwar, R. (2025). Navigating the digital shift: Challenges and strategic responses to technology adoption in the New Zealand hotel industry [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study examines how hotel managers in New Zealand respond to the digital transformation of the hospitality industry. Using the Technology–Organisation–Environment (TOE) framework, qualitative interviews with eight hotel managers explored adoption challenges and strategic responses. Findings reveal widespread use of technologies such as property management systems, guest communication tools, and sustainability-focused platforms. Key barriers include financial constraints, staff resistance, and system integration issues. The study highlights targeted training, phased rollouts, and partnerships as effective strategies for successful technology adoption.
ArticleLe, Q. A. (2025). Cost-effective talent management strategies to retain Generation Z talents in hotel chains in New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study examines how New Zealand hotel chains retain Generation Z employees through cost-effective talent management strategies. Guided by the Talent Stewardship Model, semi-structured interviews with nine hotel professionals explored managerial perspectives on retention challenges and approaches. Findings reveal that non-monetary initiatives such as mentoring, flexible rostering, and professional development are effective in promoting loyalty and engagement. The study contributes to understanding how tailored, resource-efficient talent management supports Generation Z retention in the hospitality sector.
ArticleFernando, N. S. (2025). How do hotels in regional New Zealand evaluate the effectiveness of training programmes: A case study on selected hotels in New Plymouth from managers’ perspective [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study investigates how hotels in regional New Zealand evaluate the effectiveness of their training programmes. Using a qualitative case study design guided by Saunders’ Research Onion framework, seven semi-structured interviews were conducted with general managers, department heads, and HR managers from hotels in New Plymouth. Findings reveal that while training is common, evaluation methods are inconsistent. Many hotels unknowingly apply elements of Kirkpatrick’s Four-Level Model. The study recommends cost-effective and structured feedback mechanisms to improve evaluation consistency and staff development outcomes.
ArticleBatra, G. S. (2025). The role of technology in food waste reduction in New Zealand hotels [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how technology assists in reducing food waste within New Zealand hotels. Using the Technology Acceptance Model (TAM) framework, semi-structured interviews with chefs and managers from seven large hotels examined perceptions, adoption, and barriers to implementing food waste management (FWM) technologies. Findings reveal that while manual tools like spreadsheets remain common, emerging digital solutions such as Gaia 2.0 and HiChef are increasingly adopted. Challenges include cost and training needs. The study concludes that combining technological innovation with staff training enhances sustainability and operational efficiency.
ArticleKandel, N. (2025). Training and development: Impact on employees’ intention to stay in their current hotel in New Zealand [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study explores how training and development (T&D) programmes influence hotel employees’ intention to remain with their current employers in New Zealand. Using a qualitative approach with semi-structured interviews involving ten hotel employees, the research identifies cross-training, leadership training, and onboarding as key factors enhancing retention. Participants reported that such programmes improved their confidence, communication, and preparedness for future roles. The findings suggest that well-designed T&D initiatives foster long-term commitment and loyalty by supporting both personal and professional growth.
ArticleKowathana, S. (2025). Managing under pressure: Strategies to safeguard hotel managers’ decision-making from occupational stress [Masters Thesis]. Pacific International Hotel Management School (PIHMS).
This study examines how occupational stress affects the decision-making abilities of hotel managers and the strategies they employ to mitigate its impact. Guided by the Job Demands-Resources (JD-R) model, qualitative interviews with hotel managers reveal that high workloads, staffing shortages, and emotional strain are key stressors influencing judgement and performance. Managers utilise coping mechanisms such as time management, delegation, mindfulness practices, and organisational support systems to maintain effective decision-making. The findings provide practical insights into stress management and leadership resilience within the hospitality sector.
ArticleHoang, 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.
ArticleBhavanishankar, 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.
ArticleThomas, 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.
ArticleDangol, 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.
ArticleWickramathanthri, 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.
ArticlePawar, 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.
ArticleKalra, 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.
ArticleBhattarai, 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.
ArticlePatel, 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.
ArticlePoudel, 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.
ArticleRoepcke, 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.
ArticleWijaya, 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.
ArticlePanhalkar, 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.
ArticleRakhmanov, 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.
ArticleDolas, 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.
ArticleMonforte, 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.
ArticleTanprayoon, 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
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.
ArticleNguyen, 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.
ArticleChauhan, 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.
ArticleSingh, 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.
ArticleKalawat, 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
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
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.
ArticleLakhanpal, 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.
ArticleSuri, 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.
ArticleBerman, 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
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
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 - ArticleMukhamediarov, 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
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
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