For any hotel guest reception technology is an important factor in the quality service process,financial-economic efficiency,and management of the hotel industry.The service process in the same type hotel is standard,...For any hotel guest reception technology is an important factor in the quality service process,financial-economic efficiency,and management of the hotel industry.The service process in the same type hotel is standard,meanwhile the service process technology undergoes certain alterations according to the hotel’s size,structure,category,and market segment orientation.Hotel customer service technology is characterized by cycling phases—consistent repeat of the service process before the departure of the guest from the hotel.The article discusses the four-phase cycle of guest reception,related to the hotel services and transactions.Each phase of the cycle consists of standard transactions/phases,which are carried out between hotel clients and the hotel itself.展开更多
The increasing demand for airline services amidst limited resources results in passenger dissatisfaction and dwindling revenue for airports and airlines. The dynamics of service demand and resource supply results in c...The increasing demand for airline services amidst limited resources results in passenger dissatisfaction and dwindling revenue for airports and airlines. The dynamics of service demand and resource supply results in check-in issues for the stakeholders in the commercial aviation industry. This has the effect of impacting negatively on service performance, cost of operations, customer satisfaction, and overall throughput. Hence, this paper modelled the travelers’ check-in process at the “D Wing” of the Departure Section of Murtala Muhammed International Airport (MMIA), Ikeja, using Arena Software Tool. The work was carried out by determining the parameters of the queues at designated service points in the check-in process. The primary data required to develop the model were acquired by direct observation of passenger flow and oral interview. Thus, the average check-in time was determined. Thereafter, a model of the international check-in system of the MMIA was developed using Arena software in combination with Microsoft Office tools. The data collected were therefore inputted into the model and simulated;the real result was compared with the simulation result of 133 completions and there was no significant difference. The result showed that the model is a representation of the real system under study. Further work will be tailored towards simulation (<em>i.e</em>. the model will be subjected to experimentation in order to have different scenario).展开更多
With the current situation of insecurity in Nigeria and the worsening condition of Nigerian roads, there is increasing demand for air travel. This increasing demand for airline services amidst limited resources result...With the current situation of insecurity in Nigeria and the worsening condition of Nigerian roads, there is increasing demand for air travel. This increasing demand for airline services amidst limited resources results in passenger dissatisfaction and reduction of revenue for airports and airlines. The dynamics of service demand and resource supply result in check-in issues for all the stakeholders in the commercial aviation industry. Hence, this research simulated the developed model for travelers’ check-in process at the “D Wing” of the Departure Section of Murtala Muhammed International Airport (MMIA), Ikeja, using Arena Software Tool. The simulation of the developed model was carried out by varying five different configurations of the servers with respect to the baggage weighing machines and passenger profiling devices to obtain the minimum average check-in time (ACT) for the process, with each configuration undergoing 133 completions of simulation runs. The result of the experimentation revealed that the 3 × 3 × 4 configuration of servers produced the smallest ACT of 18.25 minutes. This translates to a difference of about 58 minutes from the 76.16 minutes ACT of the real system;representing about 76% improvement in the check-in time of passengers. This study contributed to knowledge by revealing that the main choke points in the MMIA check-in system occur at the baggage weighing and passenger profiling areas as against the check-in counter sub-section as advanced by previous works. Furthermore, the research added value to knowledge by creating a balance between customer satisfaction and cost of operations thereby accommodating the interests of the passenger and the operator who are the two main stakeholders in the commercial aviation industry.展开更多
首先,通过梳理出行即服务(Mobility as a Service,MaaS)的发展阶段及特征,分析我国当前MaaS发展情况,确定了MaaS当前所处阶段,以及“为旅客提供‘干线运输+城市交通’的全链条、一体化的出行服务”的阶段性目标与“共享、整合、一体化...首先,通过梳理出行即服务(Mobility as a Service,MaaS)的发展阶段及特征,分析我国当前MaaS发展情况,确定了MaaS当前所处阶段,以及“为旅客提供‘干线运输+城市交通’的全链条、一体化的出行服务”的阶段性目标与“共享、整合、一体化、定制化”的特征要求。然后,对比了铁路联运服务发展现状与现阶段特征要求,认为当前铁路联运服务在信息互通、产品供给、服务衔接等方面存在问题和差距,特别是运营数据信息不共享,导致全过程动态信息服务缺失,以及针对非正常状态下联运客票退改签保障措施的缺失,导致旅客权益无法得到有效保障。最后,针对性提出了MaaS理念下以铁路为主导的旅客联程运输服务体系,并对信息平台建设模式、票务数据共享方式、票制改革、安检流程优化、行李运输模式等重点方面,逐一提出实施路径,以及国内外相关领域参考案例。展开更多
Having analyzed the main problems existing in the current railway transport of parcel & luggage,the authors found out where the problems arose from the respects of ideology,policies & regulations,information c...Having analyzed the main problems existing in the current railway transport of parcel & luggage,the authors found out where the problems arose from the respects of ideology,policies & regulations,information channel,distribution system,etc..Then five countermeasues were given to enhance the transport work of parcel & luggage.展开更多
文摘For any hotel guest reception technology is an important factor in the quality service process,financial-economic efficiency,and management of the hotel industry.The service process in the same type hotel is standard,meanwhile the service process technology undergoes certain alterations according to the hotel’s size,structure,category,and market segment orientation.Hotel customer service technology is characterized by cycling phases—consistent repeat of the service process before the departure of the guest from the hotel.The article discusses the four-phase cycle of guest reception,related to the hotel services and transactions.Each phase of the cycle consists of standard transactions/phases,which are carried out between hotel clients and the hotel itself.
文摘The increasing demand for airline services amidst limited resources results in passenger dissatisfaction and dwindling revenue for airports and airlines. The dynamics of service demand and resource supply results in check-in issues for the stakeholders in the commercial aviation industry. This has the effect of impacting negatively on service performance, cost of operations, customer satisfaction, and overall throughput. Hence, this paper modelled the travelers’ check-in process at the “D Wing” of the Departure Section of Murtala Muhammed International Airport (MMIA), Ikeja, using Arena Software Tool. The work was carried out by determining the parameters of the queues at designated service points in the check-in process. The primary data required to develop the model were acquired by direct observation of passenger flow and oral interview. Thus, the average check-in time was determined. Thereafter, a model of the international check-in system of the MMIA was developed using Arena software in combination with Microsoft Office tools. The data collected were therefore inputted into the model and simulated;the real result was compared with the simulation result of 133 completions and there was no significant difference. The result showed that the model is a representation of the real system under study. Further work will be tailored towards simulation (<em>i.e</em>. the model will be subjected to experimentation in order to have different scenario).
文摘With the current situation of insecurity in Nigeria and the worsening condition of Nigerian roads, there is increasing demand for air travel. This increasing demand for airline services amidst limited resources results in passenger dissatisfaction and reduction of revenue for airports and airlines. The dynamics of service demand and resource supply result in check-in issues for all the stakeholders in the commercial aviation industry. Hence, this research simulated the developed model for travelers’ check-in process at the “D Wing” of the Departure Section of Murtala Muhammed International Airport (MMIA), Ikeja, using Arena Software Tool. The simulation of the developed model was carried out by varying five different configurations of the servers with respect to the baggage weighing machines and passenger profiling devices to obtain the minimum average check-in time (ACT) for the process, with each configuration undergoing 133 completions of simulation runs. The result of the experimentation revealed that the 3 × 3 × 4 configuration of servers produced the smallest ACT of 18.25 minutes. This translates to a difference of about 58 minutes from the 76.16 minutes ACT of the real system;representing about 76% improvement in the check-in time of passengers. This study contributed to knowledge by revealing that the main choke points in the MMIA check-in system occur at the baggage weighing and passenger profiling areas as against the check-in counter sub-section as advanced by previous works. Furthermore, the research added value to knowledge by creating a balance between customer satisfaction and cost of operations thereby accommodating the interests of the passenger and the operator who are the two main stakeholders in the commercial aviation industry.
文摘首先,通过梳理出行即服务(Mobility as a Service,MaaS)的发展阶段及特征,分析我国当前MaaS发展情况,确定了MaaS当前所处阶段,以及“为旅客提供‘干线运输+城市交通’的全链条、一体化的出行服务”的阶段性目标与“共享、整合、一体化、定制化”的特征要求。然后,对比了铁路联运服务发展现状与现阶段特征要求,认为当前铁路联运服务在信息互通、产品供给、服务衔接等方面存在问题和差距,特别是运营数据信息不共享,导致全过程动态信息服务缺失,以及针对非正常状态下联运客票退改签保障措施的缺失,导致旅客权益无法得到有效保障。最后,针对性提出了MaaS理念下以铁路为主导的旅客联程运输服务体系,并对信息平台建设模式、票务数据共享方式、票制改革、安检流程优化、行李运输模式等重点方面,逐一提出实施路径,以及国内外相关领域参考案例。
文摘Having analyzed the main problems existing in the current railway transport of parcel & luggage,the authors found out where the problems arose from the respects of ideology,policies & regulations,information channel,distribution system,etc..Then five countermeasues were given to enhance the transport work of parcel & luggage.
