C/B/1008. Dissertation. Use of atmospherics: effects of background music on customer behaviour in UK hotels

The dissertation investigates the rationale for using background music as part of atmospherics in British hotels. The review of literature touches on the theory of customer behaviour and customer satisfaction as a key purpose of the hospitality industry, the emotional power of brand, the role of music in creating atmosphere, etc. The study uses qualitative and quantitative methods of research based on secondary data and primary data obtained from interviews, questionnaires and participant observations. Conclusions are made about the practical use of background music by hotel managers and its potential to reinforce overall customer satisfaction. Recommendations are suggested about further research into the effects of atmospherics on customer perceptions.

C/HR/275. Dissertation. Investigation into Leadership Aspects to Improve Customer Service: Case Study of Rodos Palladium Hotel

The dissertation investigates theoretical and practical approaches to leadership and management conducting a case study of employee performance at Rodos Palladium Hotel (RPH). Literature is reviewed on the theories of leadership and motivation; research methodology includes focus group analysis using secondary data and primary data obtained through interviews with employees and managers of the hotel. Conclusions are made about the areas that need improvement in RPH in order to better motivate their employees and achieve competitive advantage. Recommendations are suggested about employment relationships, communication in the workplace, understanding human nature and employee needs.

S/M/367. Dissertation. CRM in tourism and hospitality industry

The dissertation addresses the issues of customer satisfaction and CRM (Customer relationship management) in tourism and hospitality companies. Literature is reviewed on the role of contact management for the hospitality service, the features of staff training and development, etc. A study of the Hilton Hotels group is conducted on the basis of primary (via questionnaires) and secondary research data. Conclusions are made about the significance of CRM; recommendations are suggested about the most effective CRM activities in hospitality business.

S/M/347. Master's Dissertation. Investigation of the Relative Success or Failure of Women in Senior Positions within further Education with relevance to the Glass Ceiling Effect

The dissertation investigates the issues related to women's participation in middle and senior management examining the reasons behind their under representation in these positions in the area of further education (FE). The review of literature touches on the historical approaches to women in management within FE, the paradoxes of 'glass ceiling', 'feminism' and 'masculinity', the trends within female representation in FE, etc. A combination of qualitative and quantitative approaches is used both, in primary research (bases on questionnaires and interviews) and secondary research. The study is conducted to evaluate the importance of women career enhancement in FE. Conclusions are made about the recent trends in women participation in FE middle management positions.

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