Competencies of a Successful Bed Research Proposal

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Return guests comprise approximately 15% of bed and breakfast guests with another 15% of guests being individuals who have been referred by former guests of the bed and breakfast. Therefore, it can be understood that "quality of stay and customer satisfaction" are both important factors in the decision making process of the guest when choosing to stay at the bed and breakfast as compared to staying at another establishment. Qualities of the room that contribute to the overall satisfaction of guests include the following:

Mattress and pillow quality - 88%

Towels - 84%

Linens - 82%

Washcloths - 75%

Glasses - 62%

Reading lights - 61%

Soap - 50%

Reading material - 30%

The work of Tucker and Lynch entitled: "Hospitality, Tourism and Lifestyle Concepts" states that there are several categories of host types based on social control strategies and interactions with guests. Each of these types of accommodations along with the host categorization and the social control strategies for interactions with guests are listed as follows:

Cultural Stay - Upper middle class / Upper class hostess: This type of accommodation involves the hostess acting like a domestic hostess as if one had gone to visit an upper middle class or upper class friend's house while the friend has gone away.

Farmstay bed-and-breakfast - Service / Jeeves-like: This type of accommodation involves the 'taciturn host providing formal service with minimum interaction; the interaction that does occur is invariably concerned with social control.

Self-catering - Neighbor: A notable feature being the host's distancing from personal responsibility.

Guest House - Maternal: The host takes a very maternal approach, and is solicitous of the guest's welfare.

While these do not begin to cover the full range of interactions that may take place between the hostess and the guests the important point related is that it is critically important that the hostess or owner of the bed and breakfast create their own 'brand' of service provision to their guests and that this 'brand' be of a welcoming nature that makes the guests desire to return again and that ensures that they will tell their friends and associates about the bed and breakfast.

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II. ARCHIVAL REVIEW

The work of Cheng (2004) entitled "Antecedents and Consequences of Relationship Quality in the Bed -- and Breakfast Industry of Fu-Hsing Village, Taiwan" states that research has noted "that service provider's expertise, experience and professional appearance enhances guests' trust and satisfaction." Furthermore, the innkeeper's "knowledge of local attractions, events, and restaurants is an important factor when that guests consider their experiences with bed-and-breakfasts Offering an interesting and friendly atmosphere is at the heart of the bed -- and -breakfast industry." (Cheng, 2004) Women particularly seek lodging at the bed -- and breakfast "because they offer security, quaintness, attractive appointments, and a relaxing home-away-from-home atmosphere." (Cheng, 2004) Cheng additionally relates that the provision of amenities of innkeepers "...are also a vital factor for guests in selecting bed-and-breakfasts." Factors that result in higher relationship quality and the resulting increase in "positive word of mouth, share of purchases and relationship continuity are those of:

1) greater service providers' relational orientation;

2) customer orientation; and 3) service providers' attributes. (Cheng, 2004)

The study reported by Cheng (2004) states that the reason guests choose to stay at bed and breakfast establishments include those as shown in the following table labeled Figure 1.

Reasons Guests Stayed at the B&B

Source: Cheng (2004)

Cheng (2004) states that the factors that attracted guests to stay at the B&B include those listed in the following table labeled Figure 2.

Factors that Attracted Guests to Stay at the B&B

Source: Cheng (2004)

Activities that Cheng (2004) states attracted guests to the bed and breakfast establishment include those listed in the following table labeled Figure 3.

Activities that Attracted Guests to the B&B

Source: Cheng (2004)

Cheng (2004) states that recommendations that innkeepers provided to guests that were most useful are those listed in the following table labeled Figure 4.

Recommendations from Innkeepers Most Useful to Guests

Source: Cheng (2004)

Finally, the information sources that Cheng (2004) states were used by guests in discovering a bed and breakfast establishment include those listed in the following table.....

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