The importance of communicating to the Russian guests in their own language in Finnish hotels
Milakhina, Lyubov (2015)
Milakhina, Lyubov
Haaga-Helia ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015060211889
https://urn.fi/URN:NBN:fi:amk-2015060211889
Tiivistelmä
The aim of this thesis was to discover the gap between Russian guests’ language expectations and Finnish hoteliers’ responsiveness to these expectations. The examined hotels were limited to Helsinki region and examined travellers were limited to incoming Russian visitors in order to achieve deep understanding of the relations between these specific service providers and service consumers, and to be able to give managerial recommendations based on the results of study.
The time span of the thesis writing process was six month, a bigger part of which was dedicated to thorough literature review, caused by the lack of relevant literature by the Russian researchers. The theoretical background is built upon the discovered English-language literature, both modern and relatively old, to follow the change of viewpoints throughout the development of hospitality industry. The theoretical review resulted in aims which were implemented in the empirical part.
The methods employed in the thesis include literature review for the theoretical framework and statistical analysis, qualitative and quantitative analyses of both hotels’ pages and their guests’ online comments for the empirical part. These methods helped to detect certain gaps between the Russian guests’ language needs and Finnish hotels’ response to these needs, giving opportunities to improve service quality.
In the end of this work the implications of the findings were provided both for hotel managers and prospective employees. The directions for further research were also suggested, based on theoretical framework and the empirical findings.
The time span of the thesis writing process was six month, a bigger part of which was dedicated to thorough literature review, caused by the lack of relevant literature by the Russian researchers. The theoretical background is built upon the discovered English-language literature, both modern and relatively old, to follow the change of viewpoints throughout the development of hospitality industry. The theoretical review resulted in aims which were implemented in the empirical part.
The methods employed in the thesis include literature review for the theoretical framework and statistical analysis, qualitative and quantitative analyses of both hotels’ pages and their guests’ online comments for the empirical part. These methods helped to detect certain gaps between the Russian guests’ language needs and Finnish hotels’ response to these needs, giving opportunities to improve service quality.
In the end of this work the implications of the findings were provided both for hotel managers and prospective employees. The directions for further research were also suggested, based on theoretical framework and the empirical findings.