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The Role Of Service Improvisation In Improving Hotel Customer Satisfaction, Enrico Secchi, Aleda Roth Ph.D., Rohit Verma Ph.D. 2016 University College Dublin

The Role Of Service Improvisation In Improving Hotel Customer Satisfaction, Enrico Secchi, Aleda Roth Ph.D., Rohit Verma Ph.D.

Center for Hospitality Research Reports

Although hotels generally try for consistency, efficiency, and economy in service, guests appreciate employees’ willingness to depart from scripted outlines and improvise service processes. This study of 320 hotel managers and 137 hotel employees highlights the nature and effects of organizational improvisation by examining three key elements of service improvisation—creativity, spontaneity, and bricolage, which is the ability to assemble new services from available resources. Employees at higher-end hotels reported being more likely to improvise, in part because they feel empowered to do so and have more resources at their disposal. Additionally, their guests expect a favorable response to unusual ...


Applying Career Concepts To Strengthen The Work Attitudes Of Service Professionals. Forthcoming In The Services Industryiesjournal, Kate Walsh 2015 Cornell University School of Hotel Administration

Applying Career Concepts To Strengthen The Work Attitudes Of Service Professionals. Forthcoming In The Services Industryiesjournal, Kate Walsh

Kate Walsh


Given the nature of employment relationships today, service organizations can strengthen the organization commitment levels and reduce the turnover intentions of its professionals through providing job features important to their careers. These features include opportunities to perform challenging work, experience trusting relationships with customers/clients, and obtain extrinsic rewards.  Using a sample of alumni from a hospitality business program, hypotheses that these features impact organizational commitment and turnover intentions, partially through strengthening professionals’ career commitment are developed and tested.  Findings suggest that challenging work opportunities impact these attitudes both directly and indirectly.  So too, trusting relationships with customers and clients ...


Give And You Shall Receive: Organizational Strategies For Advancing Women's Careers - Forthcoming, Kate Walsh 2015 Cornell University School of Hotel Administration

Give And You Shall Receive: Organizational Strategies For Advancing Women's Careers - Forthcoming, Kate Walsh

Kate Walsh


Purpose:  This paper explores what organizations can do to facilitate the retention and advancement of women professionals into top leadership positions.  A social exchange framework is applied to examine ways organizations can signal support for and investment in the careers of women professionals, and ultimately the long-term work relationship.

 

Design/methodology: This paper employed a qualitative methodology; specifically, semi-structured interviews with twenty women executives, in primarily the U.S. hospitality industry, were conducted.  The interviews were recorded, transcribed and content analyzed.

 

Findings: Organizations are likely to strengthen the retention of their female professionals if they signal support through purposeful, long-term ...


Have Minimum Wage Increases Hurt The Restaurant Industry? The Evidence Says No!, Michael Lynn, Christopher Boone 2015 Cornell University School of Hotel Administration

Have Minimum Wage Increases Hurt The Restaurant Industry? The Evidence Says No!, Michael Lynn, Christopher Boone

Center for Hospitality Research Reports

Federal, state, and local laws in the U.S. specify the minimum wages to be paid in their jurisdictions. Recent years have seen an increased interest among many in raising those minimum wages, and there has been some movement at the local, state, and federal levels to do so.1 Proposals to increase the minimum wages have been opposed by the restaurant industry on the grounds that such increases would require restaurants to cut hiring, raise prices, or both.2 Either reaction is thought to reduce customer satisfaction and demand, as well as restaurant profitability and survival. Although this piece ...


A Brave New World Of Ambient Intelligence In The Casinos Of Macau: Reality Or Fiction?, Hugo Luz dos Santos Mr. 2015 Public Prosecutor´s Office

A Brave New World Of Ambient Intelligence In The Casinos Of Macau: Reality Or Fiction?, Hugo Luz Dos Santos Mr.

UNLV Gaming Research & Review Journal

The article scrutinizes the brave new world of ambient intelligence in the casinos of the Macau, Special Administrative Region of People´s Republic of China, chiefly in regards to the (candent) issue of privacy of the casino patrons.

Moreover, this scientific article provides an overview about the secondary use of big data of the casino patrons for law enforcement purposes.


Becoming Respectable: A History Of Early Social Responsibility In The Las Vegas Casino Industry, Jessalynn R. Strauss 2015 Elon University

Becoming Respectable: A History Of Early Social Responsibility In The Las Vegas Casino Industry, Jessalynn R. Strauss

UNLV Gaming Research & Review Journal

Today’s gaming corporations actively engage with their communities by supporting nonprofit organizations and adopting environmentally friendly practices among other socially responsible actions. This research considers precursors to modern corporate social responsibility (CSR) in the gaming industry by examining the philanthropic activities of the casino owners in Las Vegas in the early days of its development. This historical look at early philanthropy in the gaming industry provides a contextual background for considering contemporary corporate social responsibility. While the gaming industry has clearly come a long way from its early ties to organized crime, an understanding of this context helps further ...


Restaurant Reservations Optimization Tool, Gary Thompson 2015 Cornell University School of Hotel Administration

Restaurant Reservations Optimization Tool, Gary Thompson

Center for Hospitality Research Tools

The purpose of this tool is to determine the best mix of tables in a restaurant, while simultaneously determining which reservations should be accepted from forecasted demand. A key parameter in the tool is the degree to which average dining durations are inflated. The tool user selects this inflation factor according to expectations regarding the extent to which parties will exceed the anticipated average dining time. Lower inflation factors result in more revenue, because more reservations are accepted, but also come with lower service levels, meaning more customers will need to wait for a table. Based on the user inputs ...


Hotel Brand Conversions: What Works And What Doesn’T, Chekitan Dev Ph.D. 2015 Cornell University School of Hotel Administration

Hotel Brand Conversions: What Works And What Doesn’T, Chekitan Dev Ph.D.

Center for Hospitality Research Publications

As many as one-third of U.S. hotels have been converted from one brand to another in recent years, a process that frequently improves the hotel’s financial performance—although that is not always the case. Using data collected between 1994 and 2012 from PKF Hospitality Research, an analysis of brand conversions by 260 hotels shows that hotels moving downscale generally improved their occupancy, and thus their top-line revenue and profit ratios, compared to a control group of 2,750 hotels that did not change brands. However, hotels that moved upscale did not see notable changes in revenue or profit ...


Are Travel Purchases More Satisfactory Than Nontravel Experiential Purchases And Material Purchases? An Exploratory Study, Galia Fuchs, Po-Ju Chen, Abraham Pizam 2015 University of Central Florida

Are Travel Purchases More Satisfactory Than Nontravel Experiential Purchases And Material Purchases? An Exploratory Study, Galia Fuchs, Po-Ju Chen, Abraham Pizam

Rosen Faculty Scholarship and Creative Works

Satisfaction derived from purchases can affect one's happiness and quality of life. Previous studies illustrated that this effect is not equal across purchase categories. Specifically, experiential purchases were found to bring more satisfaction and happiness to consumers than material purchases. However, these comparison studies treated a variety of experiential purchases as one homogeneous category regardless of their nature of consumption. Therefore, the purpose of this study was to bridge this gap and to assess the difference in the level of satisfaction among the three purchase categories: material, travel (composite event experiential purchases), and nontravel experiential purchases (single event experiential ...


The Benefits And Measurement Of Service Firms’ Performance Transparency: How And When Does Performance Transparency Pay Off?, Yeyi Liu, Andreas B. Eisingerich, Seigyoung Auh, Omar Merlo, HaeEun Helen Chun 2015 University of Leeds

The Benefits And Measurement Of Service Firms’ Performance Transparency: How And When Does Performance Transparency Pay Off?, Yeyi Liu, Andreas B. Eisingerich, Seigyoung Auh, Omar Merlo, Haeeun Helen Chun

Articles and Chapters

Calls for increased transparency and reduced information asymmetry between service firms and their customers are getting louder in the marketplace. Yet, it remains unclear what exactly constitutes transparency in the eyes of customers and how, if at all, service firms benefit from it. This research contributes to extant knowledge by articulating the key properties of service firms’ performance transparency and by developing and validating a parsimonious scale to measure it. We show that through a reduction in customer uncertainty, the provision of accessible and objective information about a firm’s service offering is positively associated with customers’ intention to purchase ...


Winners And Losers During The Great Recession: The Positive Impact Of Marketing Expenditures, Amrik Singh, Chekitan S. Dev 2015 University of Denver

Winners And Losers During The Great Recession: The Positive Impact Of Marketing Expenditures, Amrik Singh, Chekitan S. Dev

Articles and Chapters

One of the factors that separated winning hotels from losers in the recession was the hotels’ management of marketing expenses. By matching a group of 100 winners to 106 losers, based on high or low financial performance during the nadir of the recent recession, the study highlights the effects of marketing expenses as one primary driver of revenue and profit. The study compares the two groups’ revenue and profitability metrics to determine the two groups’ financial performance as the recession wore on. The results of this study show significant differences between winners and losers when measured by top-line indicators (Average ...


A Strategic Analysis Of The Lodging Industry, , 2015 Cornell University School of Hotel Administration

A Strategic Analysis Of The Lodging Industry, ,

Chekitan Dev

A marketing specialist and a financial analyst look at the lodging industry, and like what they see … as long as the economy remains strong.


Winners And Losers During The Great Recession: The Positive Impact Of Marketing Expenditures, , 2015 University of Denver

Winners And Losers During The Great Recession: The Positive Impact Of Marketing Expenditures, ,

Chekitan Dev

One of the factors that separated winning hotels from losers in the recession was the hotels’ management of marketing expenses. By matching a group of 100 winners to 106 losers, based on high or low financial performance during the nadir of the recent recession, the study highlights the effects of marketing expenses as one primary driver of revenue and profit. The study compares the two groups’ revenue and profitability metrics to determine the two groups’ financial performance as the recession wore on. The results of this study show significant differences between winners and losers when measured by top-line indicators (Average ...


Operating Environment And Strategy: The Profitable Connection, 2015 Cornell University School of Hotel Administration

Operating Environment And Strategy: The Profitable Connection,

Chekitan Dev

Which operating strategy will work for your hotel? The answer depends on your market situation. Here’s how to match your strategy to your market.


Europe 1992: Neglecting The Tourism Opportunity, , , 2015 Present Resor

Europe 1992: Neglecting The Tourism Opportunity, , ,

Chekitan Dev

Tourism has largely been overlooked in the effort to combine the 12 members of the European Community into a single market. But the further development of European tourism is too important to leave to individual efforts.


New Delhi's Luxury Hotels, , 2015 Cornell University

New Delhi's Luxury Hotels, ,

Chekitan Dev

Eight hotels in New Delhi offer five-star deluxe service at a three-star price, thanks to a relatively favorable operating environment. Here is an analysis of the operations at the top of the New Delhi market.


Serving The Individual Traveler: "Biki" Oberoi, , 2015 Cornell University School of Hotel Administration

Serving The Individual Traveler: "Biki" Oberoi, ,

Chekitan Dev

[Excerpt] As chief of Oberoi Hotels, Prithviraj S. Oberoi has one of the most difficult jobs a person could ask for. He runs the hotel chain started by his father, Mohan S. Oberoi. In 1934, when hotel keeping in India was in its infancy, M. S. Oberoi became the first Indian national to enter the hotel field by acquiring Clarkes Hotel in Simla. Previously, hotels in India were owned by British and Swiss families and catered mainly to British residents. M.S. Oberoi expanded his group of hotels, and in 1965, he introduced the first five-star deluxe hotel in India-the ...


The New Science Of Service Innovation: Part 4 Select Research On People, Cornell Hospitality Research Summit, Cathy A. Enz, Editor, Rohit Verma, Editor 2015 Cornell University School of Hotel Administration

The New Science Of Service Innovation: Part 4 Select Research On People, Cornell Hospitality Research Summit, Cathy A. Enz, Editor, Rohit Verma, Editor

Center for Hospitality Research Publications

Select Research on People from the 2014 Cornell Hospitality Research Summit

Technology is essential, data has become indispensable, and organizations remain fundamental, but people—both employees and customers—have been and will continue to be the core element of the hospitality and service industries. The Cornell Hospitality Research Summit (CHRS) held in October 2014 was organized to examine service innovation in a new light, focusing on a scientific and disciplined approach to the topic. This is the final report in the series of four that feature expanded summaries of select research on service innovation based on CHRS presentations. This third ...


The New Science Of Service Innovation: Part 3 Select Research On Technology, Cornell Hospitality Research Summit, Cathy A. Enz, Editor, Rohit Verma, Editor 2015 Cornell University School of Hotel Administration

The New Science Of Service Innovation: Part 3 Select Research On Technology, Cornell Hospitality Research Summit, Cathy A. Enz, Editor, Rohit Verma, Editor

Center for Hospitality Research Publications

Select Research on Technology from the 2014 Cornell Hospitality Research Summit

The lodging and service industries have constantly adopted technology solutions over the years, with one caveat. Hoteliers rarely have installed technology before it is sufficiently developed to actually improve operations. This strategy has given rise to the inaccurate impression that the industry is slow to adopt appropriate technology, when the opposite is the case. The Cornell Hospitality Research Summit (CHRS) held in October 2014 was organized to examine service innovation in a new light, focusing on a scientific and disciplined approach to the topic. This report is the third ...


The New Science Of Service Innovation: Part 2 Select Research On Organizations, Cornell Hospitality Research Summit, Cathy A. Enz, Editor, Rohit Verma, Editor 2015 Cornell University School of Hotel Administration

The New Science Of Service Innovation: Part 2 Select Research On Organizations, Cornell Hospitality Research Summit, Cathy A. Enz, Editor, Rohit Verma, Editor

Center for Hospitality Research Publications

Select Research on Organizations from the 2014 Cornell Hospitality Research Summit

It goes without saying that change is inevitable in hospitality and service organizations, as the competitive marketplace changes and as the interaction between organizations and their customers and employees evolve. The Cornell Hospitality Research Summit (CHRS) held in October 2014 was organized to examine service innovation in a new light, focusing on a scientific and disciplined approach to the topic. This report is the second of four that feature expanded summaries of select research on service innovation. This second report highlights innovative strategies related to organizational change, including an ...


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