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List of figures
Figure 1: Hotel pipeline report...................................................................................................................... 8
Figure 2: Middle East/Africa pipeline by Chain Scale segment for June 2010............................................ 10
Figure 3: Year to Date June 2010 change percentage ................................................................................ 10
Figure 4: Cost per customer........................................................................................................................ 14
Figure 5: Relationship of Hotel Rating Systems, Service Quality Improvement and Hotel Performance
Changes....................................................................................................................................................... 15
Figure 6: Model of service quality gaps ...................................................................................................... 16
Figure 7: Levels of culture ........................................................................................................................... 36
Figure 8: High/Low context by culture........................................................................................................ 38
Figure 9: Hotel guests by genders............................................................................................................... 47
Figure 10: Hotel guests by continent of origin............................................................................................ 48
Figure 11: Hotel guests by occupation........................................................................................................ 48
Figure 12: Hotel guests by age.................................................................................................................... 49
Figure 13: Hotel staying purpose ................................................................................................................ 50
Figure 14: Hotel staying purpose in Europe and Asia ................................................................................. 50
Figure 15: Hotel pattern.............................................................................................................................. 51
Figure 16: Hotel pattern in Europe and Asia............................................................................................... 52
Figure 17: Sources of choice ....................................................................................................................... 52
Figure 18: Sources of choice in Europe and Asia ........................................................................................ 53
Figure 19: Important level of input factors................................................................................................. 54
Figure 20: Preferable offers by gender ....................................................................................................... 55
Figure 21: Preferable offers in Europe and Asia ......................................................................................... 56
Figure 22: Favorable services by gender..................................................................................................... 59
Figure 23: Favorable services in Europe and Asia....................................................................................... 59
Figure 24: Facilities in the bathroom .......................................................................................................... 62
Figure 25: Facilities in the bathroom in Europe and Asia ........................................................................... 62
Figure 26: Facilities for family ..................................................................................................................... 65
Figure 27: Facilities for family in Europe and Asia ...................................................................................... 66
Figure 28: A package for women ................................................................................................................ 67
Figure 29: A package for men ..................................................................................................................... 68
Figure 30: Popular service problems in Europe and Asia ........................................................................... 69
Figure 31: Perception of guests about solving problem ............................................................................. 70
Figure 32: Time for responses..................................................................................................................... 70
Figure 33: Customer expectations .............................................................................................................. 71
Figure 34: Customer expectations in Europe and Asia ............................................................................... 72
Figure 35: Customer loyalty ........................................................................................................................ 72