Search

How do firms benefit from integrated enterprise systems (IES), and how does the IES implementation strategy influence the returns from IES? We investigated the implementation strategy that firms should follow to integrate multiple enterprise systems regarding the timing of adoption and the richness of modules. Borrowing theories from software development literature and enterprise system implementation literature, we developed two IES implementation strategies, i.e., the agile strategy (simple, quick, and flexible) and the phased strategy (rich, phased, and pre-determined). We collected a sample of 675 public firms from 1997 to 2004 at the module level, enabling us to distinguish enterprise resource planning (ERP) systems from customer relationship management (CRM) and supply chain management (SCM) systems. Our data contained the timing of purchase and "go-live" events of these system modules, helping us understand firms' detailed implementation decisions. We found that IES returns depend on the choices of ERP and CRM/SCM module foundation, ERP-CRM/SCM sequential connection, and the continued adoption of ERP and CRM/SCM modules. Fewer ERP or CRM/SCM modules at CRM/SCM go-live events, a quicker connection between ERP and CRM/SCM go-live events, and the continued adoption of ERP or CRM/SCM modules all were found to enhance IES returns. Our findings show that the agile strategy leads to more returns from IES than the phased strategy and suggest that firms should integrate multiple enterprise systems by going live with advanced system modules quickly after going live with basic enterprise system modules and by continually adding new modules. [ABSTRACT FROM AUTHOR]

Management decisions about store atmosphere, such as temperature, or light intensity in retail establishments can be made based on solutions from machine learning methods. These conditions determine whether the customer will stay in the store longer and whether his shopping cart will reach the desired high value. Previous literature research associates certain atmospheric factors with customers' propensity to make purchasing decisions and allows us to identify what influences the customer during shopping and to what extent. The article aims to reveal the feasibility of using machine learning methods to make management decisions based on store atmosphere parameters. When deciding on the conditions in a retail establishment, applicable health and safety regulations should also be considered. This was used to set limits on the input parameters for the model. The authors identified 3 atmospheric factors and, based on them, proposed two types of models: regression and classification models, predicting how long customers stay in an establishment and can classify it into categories: short, medium and long. These models can then be used to create a model that optimizes the parameters in the facility to achieve a minimum given time a customer stays in the facility. [ABSTRACT FROM AUTHOR]

Currently, we are witnessing firms engaging in acquisitions to explore new business models. However, despite operating within similar industry sectors, integrating these business models can be challenging. Beyond the mere integration of operational aspects, this paper argues that business model integration should encompass two crucial dimensions: the integration of market architectural strategies and the assimilation of mindsets that drive market operations. The paper constructs a typology for business model integration, grounded in the integration of market architectural strategies, and mindsets and illustrates the types through international acquisition examples. The paper contributes to existing research by exploring integration within the context of business model acquisitions. The division into market architectural strategies and mindset advances past understanding of business models. The conceptualization of "value‐creation culture" extends the boundaries of past acquisition research and underscores the significance of mindsets associated with new business models. [ABSTRACT FROM AUTHOR]

We examine whether the risk of losing proprietary information through the supply chain affects relationship‐specific investment (RSI) decisions by supply chain partners. Using state courts' staggered adoption of the Inevitable Disclosure Doctrine (IDD) as a shock to the firm's ability to protect proprietary information, we find that customers increase RSI when their supplier is headquartered in a state that adopts IDD. The effect is more substantial for customers who face a higher risk of losing proprietary information and with suppliers that are difficult to substitute. IDD also plays a more prominent role in the absence of alternate mechanisms that reduce contracting frictions, such as shared directors, common ownership, or joint ventures. Our results are robust to using cross‐citation measures of RSI and alternative estimations that mitigate potential biases arising from the staggered difference‐in‐difference approach. Our findings suggest that proprietary information protection enables firms to reduce contracting frictions arising in supply chain relations. [ABSTRACT FROM AUTHOR]

We examine the role of social capital in influencing decisions pertaining to buyer–supplier relationships. We report that firms make larger relationship‐specific investments when their supply chain partners are headquartered in states with high social capital. This result is more pronounced when supply chain partners have incentives to engage in opportunistic behavior. Furthermore, the duration of supply chain relationships is longer when the firm and its supply chain partner are both headquartered in high social capital states, and when the partner invests in relationship‐specific assets. Collectively, the evidence suggests that social norms reflecting trustworthiness facilitate investment and stability along supply chains. [ABSTRACT FROM AUTHOR]

This study aimed to critically explore the loopholes in Branchless Banking in Pakistan. This study was qualitative, and a total of 16 cyber investigators were interviewed face-to-face from the district Faisalabad. Collected data were analyzed using the content analysis method. Results of this study are presented under different key themes, i.e. (i) serious violations of Know Your Customer (KYC) & Customer Due Diligence (CDD), (ii) BVS (Biometric Verification System) Failure followed by some sub-themes. This study unveiled that the security of internet-based financial services is a great concern. Whereas violations of KYC and CDD reflect various vulnerabilities that augment financial crimes. Ineffective use of biometric verification systems, poorly maintained retailer records, and the operation of unauthorized individuals aggravate the risks of financial crimes. There is a need for a realtime monitoring system of transactions, a strict BVS, and an awareness campaign for public on safe use of branchless banking. [ABSTRACT FROM AUTHOR]

Copyright of Verimlilik Dergisi is the property of Verimlilik Dergisi and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Human resource management, in the integrated systemic approach of the modern organization, is one of the most important aspects of organizational management since human resources are a vital source of energy for the institution, arguably its most important resource. Effective human resource management can directly lead to increased job satisfaction, positive motivation, loyalty to the institution, significant adherence to the institution's vision and mission, and the establishment of a conducive working climate. All these factors contribute, provided other conditions are met, to the efficiency of the organization in achieving its objectives.

Amaç: Bu çalışmada perakende, hizmet ve üretim sektöründe faaliyet gösteren şirketlerin FTM uygulanarak işletme karlılık ve verimlilik süreçlerini iyileştirmeyi amaçlamaktadır.Yöntem: Faaliyet Tabanlı Maliyetlendirme (FTM) işletme verimliliğini artırmak ve müşteri muhasebesi ile karlılık süreçlerini iyileştirmek amacıyla kullanılan maliyet yöntemidir. FTM, geleneksel maliyetlendirme yöntemlerinin aksine, maliyetlerin doğrudan faaliyetlere ve bu faaliyetlerin tükettiği kaynaklara dayandırılmasını sağlamaktadır. Bu yaklaşım, işletmelerin maliyetlerini daha doğru bir şekilde teşhis etmelerine ve müşteri karlılığını daha net bir şekilde analiz etmelerine olanak tanımaktadır. FTM'nin temel amacı, maliyetlerin doğrudan ve dolaylı olarak nasıl oluştuğunu ve hangi faaliyetlerin bu maliyetlere dahil edileceği belirlemektir. Bu sayede, işletmeler maliyetlerini daha etkin bir şekilde yönetebilir ve kaynaklarını daha verimli şekilde kullanılabilmektedir. Ayrıca, FTM sayesinde işletmeler, kârlı ve kârsız müşterileri tespit edebilir ve dolayısıyla müşteri odaklı stratejilerin gelişiminde oldukça önem teşkil etmektedir. Özellikle müşteri muhasebesi sürecinde FTM, her bir müşteriye atfedilen maliyetlerin ve bu müşterilerden elde edilen gelirlerin analiz edilmesine yardımcı olmaktadır.Bulgular: FTM uygulanan sektörlerde anlamlı şekilde karlılık, verimlilik oranları artmış maliyet oranlarında azalma görülmüştür.Özgünlük: FTM, işletmelerin verimliliğini artırarak maliyet yönetimini iyileştirir ve müşteri muhasebesi ile karlılık süreçlerinde daha doğru ve stratejik kararlar alınmasına olanak tanımaktadır. Bu yöntem, işletmelerin rekabet avantajı elde etmelerine ve uzun vadeli başarı sağlamalarına yardımcı olmaktadır.

The development of the tourism business in Bali has an impact on improving the local community's economy. Competition is so intense in the field of accommodation, causing hotels and resorts to be able to capture market share by building customer loyalty. This study aims to explain the mediating role of customer satisfaction on the effect of service quality on customer loyalty at Bali Beach Resort Yoga & Spa. This study uses a consumer behavior model with a sample size of 100 people and uses a purposive sampling technique. Data was collected using a questionnaire method, data analysis techniques using path analysis, and a Sobel test. The study reveals that service quality positively and significantly influences customer loyalty, indicating that improved service quality leads to increased customer loyalty. Additionally, service quality positively impacts customer satisfaction, meaning that enhanced service quality results in higher customer satisfaction. Furthermore, customer satisfaction has a positive and significant effect on customer loyalty, implying that as customer satisfaction rises, so does customer loyalty. Customer satisfaction partially mediates the effect of service quality on customer loyalty. Udara Bali can use the implications of this research to develop strategies that are right according to consumer behavior patterns.

Employee performance is crucial for organizational success, significantly influencing productivity, innovation, customer satisfaction, organizational culture, and financial outcomes (Armstrong, 2020). High-performing employees boost productivity, optimize resources, and foster a culture of creativity and continuous improvement, leading to business growth and adaptability. Enhanced employee performance also improves customer satisfaction, promoting repeat business and a strong organizational reputation (Harter et al., 2002). This paper examines how social factors within an organization impact employee performance through the lens of Social Exchange Theory (SET) and Social Identity Theory (SIT). SET emphasizes reciprocal relationships and mutual benefits, enhancing performance through perceived support, trust, and fairness. SIT focuses on group identity and belonging, where strong identification with a group fosters team cohesion and organizational pride. This study's comparative analysis highlights the strengths and applications of both theories, providing actionable insights for managers to improve employee performance by fostering reciprocal relationships, building a strong organizational identity, and developing supportive leadership styles. Ultimately, understanding and leveraging social factors can create a more supportive and productive work environment, ensuring sustained organizational success.

Purpose: Customers use different decision making styles to buy sports equipment. The purpose of this research is to analyze the decision-making styles of customers for buy sports equipment. Methods: In this research, cross-sectional survey method was used and data collection was done through library studies and field investigation. The sampling method was carried out by simple random sampling and in this research, the standard questionnaire (CSI) of Sproles and Kendall (1986) with content validity confirmed by 8 professors of physical education and sports science and reliability of 0.78 using alpha coefficient Cronbach's used. Binomial and Friedman tests were used for statistical analysis. Results: The results of the research showed customers have a favorable level of sensitivity to brand, quality, price and hedonism in their decision-making styles for buying sports equipment (P < 0.05), in general, it should be said that Highquality products, more well-known brands, reasonable prices and shopping pleasure are among the influencing factors on the decision-making styles of customers to buy sports equipment. Also, they are sensitive to loyalty and fashion in buying sports equipment, and they do not show careless and wandering reactions in their decision-making styles (P < 0.05). Conclusion: By knowing the facts in sports and positively influencing the decision-making styles of customers, it can be used to increase the purchase of sports equipment by them. [ABSTRACT FROM AUTHOR]

The general purpose of the study was to evolve the in-service training needs of hospitality industry staff in Nsukka, Enugu State. Specifically, the study determined the in-service training needs of staff in food and beverages, lodging, recreational, travel and tourism sections of the industry. The study adopted survey research design. Population was made up of 265 persons consisting of 82 staff in food/beverage, 102 staff in lodging, 21 staff in the recreation and 60 staff in the travel/tourism sections of the industry. Data were collected using questionnaire. Data were analyzed using weighted mean and improvement need index. Findings reveals that food and beverage staff need in-service training in 11 areas including, ability to: generate an attitude of trust among co-workers (x̄= 0.72) and others. Lodging staff need in-service training in 13 areas including, ability to: work as part of a team (x̄= 0.86), and others. Recreation staff need in-service training in 13 areas including, ability to: observe teamwork, cooperation and maximum support (x̄= 0.94), and others; while travel/tourism staff need in-service training in 12 areas which include, ability to: show good communication and language proficiency (x̄= 0.90), delivery information commentary (x̄= 0.79) and so on. Based on the findings of the study, it was recommended among others that restaurant owners should provide funds for in-service training of their staff in areas where they are deficient to enhance customer patronage which in turn leads to higher profit. [ABSTRACT FROM AUTHOR]

The modern academic world can hardly boast of substantial research on how people become loyal to businesses thanks to TikTok. The current research seeks to add some knowledge to the field by exploring the impact that TikTok services' quality and satisfaction from using it have on Russian and Chinese users' loyalty to opinion leaders in this social network. The analysis of research data collected from the survey of 400 TikTok users was done by means of the partial least squares structural equation modeling method. This allowed obtaining results that confirmed that e-service quality significantly and positively affects users' e-satisfaction and loyalty to opinion leaders. E-satisfaction was found to affect loyalty and mediate the relationship between loyalty and e-service quality significantly and positively. This study provides a number of practical recommendations for brands and businesses interested in promoting their products or services through TikTok. [ABSTRACT FROM AUTHOR]

In recent years, the insurance sector has experienced significant changes in the way business is conducted. Customer service has now become the central focus for insurance companies. However, it is not an exaggeration to state that the number of customer grievances in the insurance sector has sharply increased. Addressing customer complaints is merely a reactive approach by insurers, providing the minimum expected level of service. The current need is for a more proactive strategy that seeks to identify additional factors that can enhance customer satisfaction. This study examines the key determinants of customer satisfaction among life insurance policyholders, assessing the impact of these factors on overall satisfaction. It also identifies common customer grievances related to life insurance policies. The research was confined to the town of Bidar district. The factors identified as significant to overall customer satisfaction include customized and timely service, a strong brand unique selling proposition, considerate employees, and price stability. Results indicate that satisfaction with product offerings is the primary driver of overall customer satisfaction in the case of life insurance policies, even when after-sales service falls short of expectations. While customers expressed satisfaction with their insurance policies, they were generally dissatisfied with the quality of service provided by agents. [ABSTRACT FROM AUTHOR]

This work conducts a systematic review of literature on literature published between 2014 and 2024 that explore brand inclusivity. It examines how brands interact with consumers in different cultural, social and economic settings. The review emphasizes aspects such as the significance of brand communities in creating value the influence of emotional attachment to brands on consumer behaviour the impact of cultural factors on brand credibility and the establishment of inclusive market structures. Moreover, it discusses emerging trends in influencer led branding and brand activism particularly in relation to sustainability initiatives. The findings indicate that brands are increasingly adopting inclusive approaches to connect with diverse consumer groups foster emotional bonds and align with societal values. Future research should investigate the effects of inclusivity, digital transformation and activism on brand equity and corporate reputation within a rapidly changing marketplace. [ABSTRACT FROM AUTHOR]

Life is inherently fraught with risk and uncertainty. Individuals may face untimely death, accidents, or the destruction of property due to events such as fires, floods, and earthquakes. These occurrences can lead to significant hardships for those affected and their dependents. In this context, insurance companies play a crucial role in addressing various types of risks faced by customers. The relationship between insurance and social wellbeing is reciprocal: the flourishing of one lead to the flourishing of the other. Thus, insurance not only provides financial security but also contributes to the overall stability and resilience of the economy. [ABSTRACT FROM AUTHOR]

Purchase behavior of the durable consumer goods sector is a dynamic interplay of intricate factors, requiring businesses to adopt innovative methodologies for accurate prediction. This study presents various methods for predicting customer purchasing behavior in the durable consumer goods industry by integrating cutting-edge machine learning algorithms and utilizing enormous datasets with demographic data along with past purchasing habits. A variety of models are explained in the literature section, such as ensemble approaches, decision trees, and neural networks. Machine learning algorithm is the main focus of this paper, which aims to improve forecasting model precision on the purchase behavior. By doing this, companies are able to foresee changes in customer preferences and act accordingly. Machine learning techniques may also be used to evaluate the effectiveness of rivals' marketing activities and uncover the expectations of their target audience. A kind of artificial intelligence called machine learning (ML) enables computers to analyze and understand data without explicit programming. Moreover, machine learning helps people solve difficulties effectively. The impact of children and teenagers on family decision-making has not been extensively studied. For every sub-decision area, the relative effect of the husband, wife, and each kid was measured independently. Serving as the voice of the customer is the ultimate purpose of consumer research, which has a broad reach and may give businesses relevant, trustworthy, legitimate, and up-to-date information on their target market. The goals of consumer market research are to recognize, comprehend, and evaluate consumers and their demands. [ABSTRACT FROM AUTHOR]

This research uses a qualitative, descriptive approach to understand how a group of male sex workers builds emotional ties with people outside their kinship network--family of origin/blood relatives--through their life stories. To this end, semi-structured interviews were conducted, yielding five life stories. It becomes evident that the relationships built with peers delimit the parameters of the subject's sociability in context. This is how affinity constitutes the axis of linkage between the subject and others. [ABSTRACT FROM AUTHOR]

One of the major challenges of online arbitration in recent years, has been that some companies and traders have abused their superior economic position (especially in e-commerce field) against the weaker parties to the contract; for instance, they have attempted to insert some unfair terms in the contract without clear notification to other party, or they have excessively approached to such tribunals, so that, strengthened the assumption of colluding and influencing managers and arbitrator working in those tribunals. These problems have raised some concerns and questions in the minds of policymakers and jurists about role of government in balancing power between litigants, as well as the philosophy and principles of monitoring the performance of online arbitration tribunals. The present article, beside describing these unfair terms and unbalanced conditions between disputed parties; analyzing the legal and judicial procedure of pioneer countries in the field of ODR (US and EU) and examining the local law of Iran; attempts, for the purpose of providing effective support for the weaker parties, to submit some useful and practical recommendations, by taking into account of principle of fair trial, goals of e-Government and also the principles of transparency and participation as the main principles of good governance. [ABSTRACT FROM AUTHOR]

Copyright of Jurnal Ilmu Hukum, Humaniora dan Politik (JIHHP) is the property of Dinasti Publisher and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Jurnal Ilmu Hukum, Humaniora dan Politik (JIHHP) is the property of Dinasti Publisher and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of New Food Industry is the property of NFI LLC. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

More and more companies are using social media in their marketing. They're spending a lot of money to make sales and connect with customers quickly, which helps their brands do better and gets more people visiting their websites. This paper wants to look at how people's feelings and thoughts about a brand affect how they act on social media. Knowing how different people think is really important for managers who spend money on marketing. This study looks at how what people think about a brand relates to what they say about it on social media and if they support the brand there too. The research uses special ways to study how brands behave on social media. It focuses on how people feel about brands and how this affects what they do online. This study found that how people feel about a brand is connected to what they do to support it online. It also showed that different kinds of people act differently on social media, which is helpful for companies to know. Understanding how people feel about brands and act on social media is super important for companies. The study's results give useful ideas to make social media strategies better and to get more people involved with brands online. [ABSTRACT FROM AUTHOR]

The purpose of this study is to evaluate the comparison of customer loyalty levels between conventional travel agents and travel agents that use digital strategies in their business processes. This study uses a descriptive and quantitative approach. Data collection methods use surveys and snowball sampling techniques. The results of the study indicate that there is a significant difference in the level of customer loyalty between conventional and online travel agents. Conventional travel agent consumers tend to be more loyal because they receive direct interaction with travel agency managers, customers also get direct service from staff, this direct service and interaction have been shown to increase customer satisfaction and loyalty. Online travel agent consumers are more price sensitive and have lower loyalty levels, even though they choose to use digital services considering effectiveness and efficiency factors. The conclusion of the study is that conventional travel agency consumers prefer personalized services and direct interaction with service providers, while online travel agency consumers prioritize price and have considerations for access to reviews in determining travel agents. Researchers suggest that management design an effective strategy to combine conventional and digital activities in the business process and services provided to customers, conventional travel agents must continue to emphasize direct interactions that have been well established and excellent, while online agents must improve customization elements and customer service to increase loyalty. [ABSTRACT FROM AUTHOR]

Copyright of Revista Iberoamericana de la Educación is the property of Instituto Corporativo Edwards Deming and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Strategic Universe Journal / Univers Strategic is the property of Dimitrie Cantemir Christian University, Institute for Security Studies and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

This study examined the effects of extending a model of customer satisfaction with a construct of perceived sustainability. It thus adds empirical data to the theoretical assessment of a more holistic and socially aware customer, whose satisfaction is dependent on the customers’ perceived idea of their supplying organization as sustainable. Utilizing the Extended Performance Satisfaction Index (EPSI) model as well as the Partial Least Square Path Model (PLS-PM) technique, a comparison was performed to examine changes in explanatory and out-of-sample prediction power between the extended and original models. The data comprise 4518 business-to-business (B2B) and business-to-consumer (B2C) interviews conducted in the Swedish banking and energy sector during 2022. Favorable metrics indicate the value of including perceived sustainability within the EPSI model. The results demonstrate a positive relationship between perceived sustainability and customer satisfaction. Overall, the customers’ idea of a perfect/ideal organization has the largest increase in out-of-sample predictionary power when adding the construct of perceived sustainability. As such, the customer sees an ideal/perfect organization as someone that can both deliver a functional product and do it in a sustainable way. The study concludes that organizations in the studied sectors, that are perceived to fulfil this criterion will be rewarded by higher customer satisfaction.

Existing research provides limited evidence on the impact of supply chain relationships on the financial performance of upstream and downstream firms. Taking the recent proliferation of supply chain alliances between Chinese listed companies as an opportunity, we study the impact of supply chain alliances on the performance of customers and suppliers as well as the underlying mechanisms at play. We focus on Chinese A-share listed companies from 2001 to 2021 and use announcements issued by the listed companies to identify whether they have established a supply chain alliance with another listed company. The announcements come from the information disclosure system of listed companies of the Shenzhen Stock Exchange and the Shanghai Stock Exchange. Finally, we obtained 148 pairs of supply chain alliances which formed by 231 listed companies and involved 296 announcements of supply chain alliances. By using the propensity score matching method and difference-in-differences regressions, we find that supply chain alliances can alleviate friction between customers and suppliers and significantly improve the efficiency of working capital used by both customers and suppliers. Supply chain alliances increase suppliers’ inventory turnover and accounts receivable turnover, and reduce cash holdings, while supply chain alliances improve customer raw material turnover, and reduce accounts payable turnover. Moreover, the economic impact of supply chain alliances on customers and suppliers is asymmetric. Suppliers benefit more from alliances relative to customers, as evidenced by significant improvements in their financial performance and significantly reduced performance volatility. The “inherent differences” in market power and market value between customers and suppliers can have considerable asymmetries on economic consequences. We divide firms in a pair of supply chain alliances by market power and market value. The magnitude of the financial performance accruing from an alliance is considerably higher for the lower-market-power firm than for the higher-market-power firm. The magnitude of the financial performance accruing from an alliance is considerably higher for the lower-market-value firm than for the higher-market-value firm. Additionally, vertical supply chain alliances can significantly improve firm performance and reduce performance volatility compared to horizontal supply chain alliances. This paper provides new empirical evidence for our insight into the economic consequences of supply chain alliances and their boundary conditions.

The objective of this paper is to study the influence of hotel management practices on customer behaviour in selected hotels within Ilorin West Local Government Area of Kwara state. The hotels were selected using the observation and purposive sampling method while the random sampling technique was used to select the members of staff for each hotel. A total of 100 respondents were issued well-structured questionnaires. However 85 questionnaires were retrieved. Data was analysed using descriptive statistic. The findings revealed that the hotels engage in sustainable management practices which includes social practices, environmental practices and economic practices with the exception of higher remuneration for employees, aggressive marketing by employees, and waste recycling. The environmental and economic practices which are not adopted by the hotels could cause potential bad business for the hoteliers and its customers as well as its local communities because the poor environmental maintenance negatively affects human health. This is evident in the fact that there is no recycle of waste and most likely there might be open dumping of waste However, the sustainable management practices which are not carried out by the hotels have little or no effect on customer behaviour and as customers are more interested in repeat-buy and patronising the hotels more often.

The purpose of the paper is a historical and legal analysis of the origin, further formation and development of state contract institution in the Russian Federation. The relevance of the study is due to the existing problems that negatively affect the development of government contracts system in modern Russia. The author conducted a study of legislative acts of the past, which gradually evolved into the modern system of legal regulation of government contracts. In conclusion, modern legal regulation borrows a number of basic norms from the previous legal acts that reflected the main provisions on the organization of the contract system. In conclusion, the periodization of the development and formation of the institution of public contracts is proposed.