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Environmental Sustainability In The Hospitality Industry: Best Practices, Guest Participation, And Customer Satisfaction, Alexandra Bruns-Smith, Vanessa Choy, Howard Chong Ph.D., Rohit Verma Ph.D. 2015 Cornell University

Environmental Sustainability In The Hospitality Industry: Best Practices, Guest Participation, And Customer Satisfaction, Alexandra Bruns-Smith, Vanessa Choy, Howard Chong Ph.D., Rohit Verma Ph.D.

Center for Hospitality Research Reports

Certain sustainability practices could be considered nearly universal in the lodging industry, based on a study of 100 resorts in the United States. Among the common green practices are water conserving fixtures and linen-reuse programs. A separate survey of 120,000 hotel customers finds that guests are generally willing to participate in sustainability programs, but the presence of green operations still do not override considerations of price and convenience in selecting a hotel. Additionally, the study finds an increased willingness to participate when hotels offer incentives, such as loyalty program points, for participating in environmental programs. Although the link between ...


Looking Under The Hood: The Catalysts Of Hotel Credit Spreads, Jan A. deRoos Ph.D., Crocker Liu Ph.D., Andrey Ukhov Ph.D. 2015 Cornell University

Looking Under The Hood: The Catalysts Of Hotel Credit Spreads, Jan A. Deroos Ph.D., Crocker Liu Ph.D., Andrey Ukhov Ph.D.

Center for Hospitality Research Reports

The interest-rate spread (or credit spread) between hotel loans and office building loans is an effective predictor of the relative change in delinquency for hotel loans, as explained in a prior report, “A New Canary for Hotel Mortgage Market Distress” (published by the CHR). In this companion report, we take a look under the loan spread hood to see what are the catalysts that drive that credit spread (which is also known as the relative risk premium or risk premium differential). Using a Vector Autoregression (VAR) statistical framework, we find that hotel credit spreads (against office loans) widen if the ...


Racial And Ethnic Differences In Tipping: The Role Of Perceived Descriptive And Injunctive Tipping Norms, Michael Lynn, Zachary W. Brewster 2015 Cornell University

Racial And Ethnic Differences In Tipping: The Role Of Perceived Descriptive And Injunctive Tipping Norms, Michael Lynn, Zachary W. Brewster

Articles and Chapters

In U.S. restaurants, racial and ethnic minorities often tip less than whites. These differences in tipping create numerous problems ranging from discriminatory service to restaurant executives’ reluctance to open restaurants in minority communities. Thus, racial differences in tipping need to be sizably reduced, which requires an understanding of their underlying causes. In this paper, we ask a racially and ethnically diverse sample of respondents in an online survey about how much they would tip in a hypothetical dining scenario, how much their best friend would tip, and how much the average person in their area would tip, as well ...


Service Gratuities And Tipping: A Motivational Framework, Michael Lynn 2015 Cornell University

Service Gratuities And Tipping: A Motivational Framework, Michael Lynn

Articles and Chapters

In many countries around the world, consumers leave voluntary payments of money (called “tips”) to service workers who have served them. Since tips are an expense that consumers are free to avoid, tipping is an anomalous behavior that many economists regard as “irrational” or “mysterious.” In this paper, I present a motivational framework that offers plausible explanations for: (1) why people tip, (2) how tipping norms came into existence and evolve over time, (3) why tipping varies across individuals and situations, (4) why tipping is more common for some occupations than others, and (5) why tipping varies across nations. Many ...


Competitive Hotel Pricing In Europe: An Exploration Of Strategic Positioning, Cathy A. Enz, Linda Canina Ph.D., Jean-Pierre van der Rest Ph.D. 2015 Cornell University

Competitive Hotel Pricing In Europe: An Exploration Of Strategic Positioning, Cathy A. Enz, Linda Canina Ph.D., Jean-Pierre Van Der Rest Ph.D.

Center for Hospitality Research Reports

This study explores the effects of competitor pricing levels on relative revenue on a sample of over 4,000 hotels in Europe over a ten-year period (2004–2013). Hotels in this European sample, which included both independent and chain-affiliated properties, achieved higher revenue per available room (RevPAR) than direct competitors when they positioned their hotels with comparatively higher prices. These data revealed that regardless of the economic situation of the time period, hotels that positioned with average daily rates (ADRs) above those of their direct competitors benefited from higher relative RevPAR even though they experienced lower comparative occupancies. This finding ...


Déjà Vu? An Updated Analysis Of The Gender Wage Gap In The U.S. Hospitality Sector, Susan S. Fleming 2015 Cornell University School of Hotel Administration

Déjà Vu? An Updated Analysis Of The Gender Wage Gap In The U.S. Hospitality Sector, Susan S. Fleming

Articles and Chapters

Drawing on a random sample of 112,990 people working in the U.S. hospitality sector in 2010, this study found strong evidence that there remains a significant difference in the income of women and men working in the industry, even after accounting for likely explanations such as differences in educational attainment and hours worked, as well as structural forms of discrimination such as occupational crowding. Across the entire hospitality industry, after controlling for these factors, being a woman was associated with a loss of income of $620, relative to a mean income of $11,271 per year. For the ...


Responsible Sales And Service Of Alcohol For The Tourism, Hospitality And Retail Industries, James Peter Murphy 2015 Dublin Institute of Technology, School of Culinary Arts & Food Technology

Responsible Sales And Service Of Alcohol For The Tourism, Hospitality And Retail Industries, James Peter Murphy

Books/Book Chapters

The safe service of alcohol is of vital importance to those in the food and beverage industry - failure to act responsibly can result in fines, loss of license and the potential closure of the business. Responsible sale and service of alcohol (RSA) is important for all levels of the hospitality, tourism and retail service industries to minimise the risk of alcohol-related problems associated with the use and abuse of alcohol by any person. Management and all staff who sell or supply alcohol must promote and support a safer environment for alcohol to be consumed in a professional and responsible manner ...


The Process Of Applying For A License In A New Gaming Jurisdiction: Do’S And Don’Ts, Eugene Christiansen, Kimberly Copp 2014 Christiansen Capital Advisors, LLC

The Process Of Applying For A License In A New Gaming Jurisdiction: Do’S And Don’Ts, Eugene Christiansen, Kimberly Copp

UNLV Gaming Research & Review Journal

No abstract provided.


Licensing Vip-Room Contractors Or Gaming Promoters In Macao: The Status Quo And Improvement, Changbin Wang 2014 University of Nevada, Las Vegas

Licensing Vip-Room Contractors Or Gaming Promoters In Macao: The Status Quo And Improvement, Changbin Wang

UNLV Gaming Research & Review Journal

No abstract provided.


Exploring The Relationship Between Race And Sports Book Wagering Activity And Daily Slot And Table Game Play, Anthony F. Lucas 2014 University of Nevada, Las Vegas

Exploring The Relationship Between Race And Sports Book Wagering Activity And Daily Slot And Table Game Play, Anthony F. Lucas

UNLV Gaming Research & Review Journal

Using performance data from three Las Vegas hotel-casinos, time series regression models were employed to better understand the relationship between race and sports book wagering volumes, and slot and table game play. Variables representing both race and sports book wagering volumes failed to produce statistically significant effects in seven of twelve hypothesis tests, within models designed to explain the daily variation in slot and table game play. The results directly extend the work of Abarbanel, Lucas and Singh (2011) by examining the relationship between book wagering levels and table game play, and provide additional empirical tests of the Full Service ...


Are Canadian First Nations Casinos Truly ‘A Sure Thing’? Appraising First Nations Casino In Ontario, Saskatchewan, And Alberta, 2006-2010, Yale D. Belanger Dr. 2014 University of Lethbridge

Are Canadian First Nations Casinos Truly ‘A Sure Thing’? Appraising First Nations Casino In Ontario, Saskatchewan, And Alberta, 2006-2010, Yale D. Belanger Dr.

UNLV Gaming Research & Review Journal

To date a dearth of data has made it difficult to evaluate the success of First Nations casinos in Canada. This paper remedies the situation by presenting a three-province overview (Ontario, Saskatchewan and Alberta) of existing First Nations gaming models. The goal is to highlight the exigencies of each provincial gaming model and to develop a better understanding of what works best for First Nations leaders interested in expanding current operations, and for those seeking entry into the gaming market.


Social And Economic Changes On American Indian Reservations In California: An Examination Of Twenty Years Of Tribal Government Gaming, Randall Akee, Katherine Spilde PhD, Jonathan B. Taylor 2014 UCLA

Social And Economic Changes On American Indian Reservations In California: An Examination Of Twenty Years Of Tribal Government Gaming, Randall Akee, Katherine Spilde Phd, Jonathan B. Taylor

UNLV Gaming Research & Review Journal

No abstract provided.


What Happened To Atlantic City’S Gaming Volume?, Toni Repetti, Soyeon Jung 2014 University of Nevada, Las Vegas

What Happened To Atlantic City’S Gaming Volume?, Toni Repetti, Soyeon Jung

UNLV Gaming Research & Review Journal

Atlantic City casinos were hit by the 2007-2009 recession and the addition of legalized gaming in Pennsylvania at about the same time. Results of this study show the opening of the first three Pennsylvania casinos significantly decreased slot coin-in in Atlantic City while the legalization of table games and the opening of the fourth casino significantly decreased table games drop. After taking this into account, the recession had no significant effect on Atlantic City casino volume. To counteract decreased volumes, casino management needs to understand how much gaming volume they are losing to competition and how much to the recession.


Integrating Organisational Change Management And Customer Relationship Management In A Casino, Charlie Chi Cong Mai, Chad Perry, Erwin Loh 2014 Australian Institute of Business

Integrating Organisational Change Management And Customer Relationship Management In A Casino, Charlie Chi Cong Mai, Chad Perry, Erwin Loh

UNLV Gaming Research & Review Journal

This research aims to solve the problem: how can casinos manage organizational change programs, and internal and external customer relationship management (CRM) programs? To find a solution, it uses two stages of qualitative methods: convergent interviewing and case research about four departments of a casino in Australia. After a thorough data analysis of documents and interview data, 12 themes were identified and they led to the development of a model of how organizational change management and CRM can be integrated to improve initiatives in organisations such as casinos. The model has seven core elements: vision, key challenge, objective, measure, strategy ...


Restaurant Food Wastage At The National Level, Laura Abshire 2014 University of Pennsylvania

Restaurant Food Wastage At The National Level, Laura Abshire

The Last Food Mile Conference

No abstract provided.


Communication Richness: Why Some Guest Complaints Go Right To The Top - And Others Do Not, Alex M. Susskind 2014 Cornell University

Communication Richness: Why Some Guest Complaints Go Right To The Top - And Others Do Not, Alex M. Susskind

Articles and Chapters

Despite everyone’s best efforts, restaurant service falls short at times. In those situations, guests perceive a service failure, and many complain. This study of 513 guests in three U.S. markets examines the guest characteristics that seem to drive the channel used for those complaints. Using a framework of media richness theory, the study found that guests who are more educated, more likely to complain, more frustrated, and in need of greater information about the service failure will typically take their complaint directly to management, either face-to-face or via written communication. On the other hand, those who are less ...


It’S More Than Just A Game: The Effect Of Core And Supplementary Services On Customer Loyalty, Matthew Walsman Ph.D., Michael Dixon Ph.D., Rob Rush, Rohit Verma Ph.D. 2014 Cornell University

It’S More Than Just A Game: The Effect Of Core And Supplementary Services On Customer Loyalty, Matthew Walsman Ph.D., Michael Dixon Ph.D., Rob Rush, Rohit Verma Ph.D.

Center for Hospitality Research Reports

All service providers seek to provide a comprehensive experience for their customers, with the goal of cementing customer loyalty and encouraging future purchases. In most services, we can identify core aspects (e.g., a good night’s sleep at a hotel) and supplementary aspects (e.g., concierge and valet services). For professional sports, the core service is the sporting contest itself, but many other supplementary services may also be included. We use a comprehensive dataset of over 7,000 patrons of a major professional sport in the United States to determine how customers’ satisfaction with core and supplementary services influence ...


Managing Context To Improve Cruise Line Service Relationships, Judi Brownell 2014 Cornell University

Managing Context To Improve Cruise Line Service Relationships, Judi Brownell

Center for Hospitality Research Reports

Interactions between customers and service employees have a strong influence on customers’ perceptions of service quality and their overall satisfaction. During service encounters, both physical and social dimensions of the service environment affect interpersonal dynamics and the subsequent relationships that develop. The study described here focuses specifically on the cruise experience and the distinct passenger-service employee relationships that develop during a cruise. An extensive review of related research combined with interviews and observations on six cruises suggests a framework of four specific role relationships: the passenger as expert, the passenger as manager, the passenger as friend, and the passenger as ...


What Message Does Your Conduct Send? Building Integrity To Boost Your Leadership Effectiveness, Tony Simons 2014 Cornell University

What Message Does Your Conduct Send? Building Integrity To Boost Your Leadership Effectiveness, Tony Simons

Center for Hospitality Research Reports

A suite of studies demonstrates the importance of managers’ acting in keeping with their verbalized commitments and stated beliefs. While this seems to be a logical proposition, the studies explained in this paper demonstrate some of the challenges that arise from conflicting priorities and how to address those conflicts. Although the studies were conducted in the healthcare, hospitality, and aerospace industries, as well as in Belgium and the United States, the results highlight the principle that applies to all industries. Management consistency in speech and action promotes employees’ performance and corporate outcomes. At the same time, perceived management hypocrisy is ...


What Message Does Your Conduct Send? Building Integrity To Boost Your Leadership Effectiveness, Tony Simons Ph.D. 2014 Cornell University

What Message Does Your Conduct Send? Building Integrity To Boost Your Leadership Effectiveness, Tony Simons Ph.D.

Center for Hospitality Research Reports

A suite of studies demonstrates the importance of managers’ acting in keeping with their verbalized commitments and stated beliefs. While this seems to be a logical proposition, the studies explained in this paper demonstrate some of the challenges that arise from conflicting priorities and how to address those conflicts. Although the studies were conducted in the healthcare, hospitality, and aerospace industries, as well as in Belgium and the United States, the results highlight the principle that applies to all industries. Management consistency in speech and action promotes employees’ performance and corporate outcomes. At the same time, perceived management hypocrisy is ...


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