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Living Without Otas—Goodbye Columbus: Putting The Jenie Back In The Bottle, Chris K. Anderson, Saram Han 2018 Cornell University School of Hotel Administration

Living Without Otas—Goodbye Columbus: Putting The Jenie Back In The Bottle, Chris K. Anderson, Saram Han

Articles and Chapters

A recent Cornell Hospitality Quarterly article highlighted a unique natural experiment where an entire city had all its hotel delisted from all online travel agents for more than 4 years. The article provides great background to the delisting and highlights the impacts on hotel revenue and accommodation taxes for the county. The article estimates that even though the hotels relisted at all online travel agents (OTAs), there was a substantial gain to both hotels and accommodation tax collectors during the OTA delisting period. The impact estimates are based solely on the loss of demand realized in neighboring Phenix City, AL ...


Cq Reviewers’ Reactions To My Editorial Policies, Michael Lynn 2018 Cornell University School of Hotel Administration

Cq Reviewers’ Reactions To My Editorial Policies, Michael Lynn

Articles and Chapters

[Excerpt] Peer review is an important part of the scientific process. It helps to separate good research from bad so that scarce journal pages and readers’ attention go the former rather than the latter. As editor of Cornell Hospitality Quarterly (CQ), I am particularly dependent on reviewers’ help because CQ is a cross-disciplinary journal whose submissions cover literatures and methodologies that vastly exceed my ken.


Hospitality Branding In The Age Of The Millennial, Allen Adamson, Chekitan Dev 2018 BrandSimple

Hospitality Branding In The Age Of The Millennial, Allen Adamson, Chekitan Dev

Chekitan Dev

[Excerpt] The Exponential Growth in Both Hospitality Brands and the Millennial Audience Requires an Exponential Shift in Brand Portfolio Strategy The past decade has seen exponential growth in hospitality brands making for an often confounding proliferation of options for travelers. According to Smith Travel Research, from hard to soft, boutique to lifestyle, consumers are looking at a choice of almost 1,000 hotel brands globally [1].


Categorizing Cruise Lines By Passenger Perceived Experience, Yiwei Li, Robert J. Kwortnik Jr. 2018 Cornell University

Categorizing Cruise Lines By Passenger Perceived Experience, Yiwei Li, Robert J. Kwortnik Jr.

Robert J. Kwortnik

In the travel and hospitality industries, categorization of products, brands, and experiences permit efficient comparison and evaluation that aids decision making—from consumer choice to organizational strategy. However, categories often involve self-categorization (e.g., marketer defined) that may not reflect the reality of dynamic markets and industries. In this study of the cruise industry, we derive a new categorization approach using consumer perceptions of their cruise experiences to challenge a long-standing industry typology. Results using a variety of statistical tests of J.D. Power data from more than 3,000 cruisers yield a new and more informative category structure and ...


Customer Service Providers’ Attitudes Relating To Customer Service And Customer Satisfaction In The Customer–Server Exchange, Alex M. Susskind, K. Michele Kacmar, Carl P. Borchgrevink 2018 Cornell University School of Hotel Administration

Customer Service Providers’ Attitudes Relating To Customer Service And Customer Satisfaction In The Customer–Server Exchange, Alex M. Susskind, K. Michele Kacmar, Carl P. Borchgrevink

Alex M. Susskind

The authors proposed and tested a model describing the relationship between customer service providers’ perceptions and attitudes toward their service-related duties and their customers’ perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees’ perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers’ customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers’ customer orientation was strongly related to customers’ satisfaction with service. Finally, a set of ...


Efficacy And Outcome Expectations Related To Customer Complaints About Service Experiences, Alex M. Susskind 2018 Cornell University School of Hotel Administration

Efficacy And Outcome Expectations Related To Customer Complaints About Service Experiences, Alex M. Susskind

Alex M. Susskind

The social exchange between consumers and service providers in service- based operations (such as restaurants) provides an opportunity to examine complaint efficacy and outcome expectations. To further explain the cognitive influences behind complaint message production and delivery, this two-part investigation applied previous work involving self-efficacy theory within the context of consumer complaint intentions about service experiences. Specifically, it extended Makoul and Roloffs work from complaint intentions in romantic relationships to consumerism. In Study 1, existing measures of complaint efficacy and outcome expectations were redesigned and validated in a service context, indicating that the two constructs are in fact distinct, despite ...


Using The Internet As A Pleasure Travel Planning Tool: An Examination Of The Sociodemographic And Behavioral Characteristics Among Internet Users And Nonusers, Mark A. Bonn, H. Leslie Furr, Alex M. Susskind 2018 Florida State University

Using The Internet As A Pleasure Travel Planning Tool: An Examination Of The Sociodemographic And Behavioral Characteristics Among Internet Users And Nonusers, Mark A. Bonn, H. Leslie Furr, Alex M. Susskind

Alex M. Susskind

A critical prerequisite for the formulation of effective travel marketing strategies in the next decade must include an understanding of the influence exerted through the Internet. The increasing presence of the Internet as an instrument for advertising travel destinations and travel-related services highlights its importance as a factor in travelers’ decision-making processes. This exploratory investigation examined travelers who requested on-line information about a potential vacation destination using the Internet. Results of this investigation suggest that Internet “users," when compared with “nonusers,” are more educated, have higher household incomes, use commercial lodging accommodations while traveling, tend to travel by air, and ...


Customer Service Employees’ Behavioral Intentions And Attitudes: An Examination Of Construct Validity And A Path Model, Alex M. Susskind, Carl P. Borchgrevink, K. Michele Kacmar, Robert A. Brymer 2018 Cornell University School of Hotel Administration

Customer Service Employees’ Behavioral Intentions And Attitudes: An Examination Of Construct Validity And A Path Model, Alex M. Susskind, Carl P. Borchgrevink, K. Michele Kacmar, Robert A. Brymer

Alex M. Susskind

Customer service employees (N = 386) from a variety of service-based organizations (e.g., hotels, restaurants, and retail stores) were sampled in a cross-sectional design to assess the construct validity and predictive utility of measures of: (a) perceptions of organizational support, (b) organizational commitment, (c) job satisfaction, (d) intent to quit, and (e) life satisfaction and to assess the appropriateness of use and the impact of these scales within a service-based context. The construct validity of the measures was assessed through the application of confirmatory factor analysis, while the predictive character of the proposed path models was assessed using path analysis ...


Micro-Brewed Beer And The Patrons Of Mid-Priced, Casual Restaurants, Carl P. Borchgrevink, Alex M. Susskind 2018 Michigan State University

Micro-Brewed Beer And The Patrons Of Mid-Priced, Casual Restaurants, Carl P. Borchgrevink, Alex M. Susskind

Alex M. Susskind

Micro-breweries and micro-brewed beer have been growing in popularity ever since 1977. In recent years, the growth has been phenomenal; restaurants have started to take notice and advantage of the increased interest in micro-brewed beers. However, shakeout is expected. The research focused on mid-priced casual restaurants, a large segment with many chain restaurants, with respondents from three regions of the continental United States (i.e., the Southeast, the Pacific Northwest, and the Midwest). The research findings suggest that more than 70 percent of the participants in this study reported that they dine out at least once per week, indicating that ...


Internet Apprehensiveness: An Examination Of On-Line Information Seeking And Purchasing Behavior, Alex M. Susskind, Michael A. Stefanone 2018 Cornell University School of Hotel Administration

Internet Apprehensiveness: An Examination Of On-Line Information Seeking And Purchasing Behavior, Alex M. Susskind, Michael A. Stefanone

Alex M. Susskind

Purpose – A model of the relationships between individuals’ perceptions of internet use and internet usage behaviors is presented and tested. The purpose of this paper is to propose that a lack of perceived responsiveness to on-line communication is positively related to individuals’ general resistance to use the internet as a communication information exchange medium, termed general internet apprehensiveness (GIA). Perceptions of GIA are negatively associated with on-line information-seeking behavior, and positively associated with individuals’ resistance to or fear of using the internet for on-line retail transactions, termed transactional internet apprehensiveness (TIA).

Design/methodology/approach – College-aged students reported their attitudes about ...


Consumer Preferred Hot Beverage Temperatures, Carl P. Borchgrevink, Alex M. Susskind, John M. Tarra 2018 Michigan State University

Consumer Preferred Hot Beverage Temperatures, Carl P. Borchgrevink, Alex M. Susskind, John M. Tarra

Alex M. Susskind

The hospitality and food science literatures specify brewing and holding temperatures for hot beverages such as coffee, while the medical literature states that those very beverage temperatures will cause scalds and harm. These two specifications are at odds with one another, and recommend different approaches to serving and handling hot beverages. Considering the disparate standards it is interesting to note that no one has reported asking consumers of hot beverages at which temperature they prefer to consume their hot beverages. This pilot study is a first step in determining the consumer preferred hot beverage temperature. The research intent is to ...


Customer Service Behavior And Attitudes Among Hotel Managers: A Look At Perceived Support Functions, Standards For Service, And Service Process Outcomes, Alex M. Susskind, Carl P. Borchgrevink, Robert A. Brymer, K. Michele Kacmar 2018 Cornell University School of Hotel Administration

Customer Service Behavior And Attitudes Among Hotel Managers: A Look At Perceived Support Functions, Standards For Service, And Service Process Outcomes, Alex M. Susskind, Carl P. Borchgrevink, Robert A. Brymer, K. Michele Kacmar

Alex M. Susskind

A model of customer service behavior and outcomes was proposed and tested among managerial-supervisory personnel (N = 250) from 11 hotel properties within six large national and international hotel companies. Confirmatory factor analyses yielded a reliable approach to examine elements of customer service and outcomes in a service-based setting. Specifically, organizational support was represented by two independent dimensions of coworker support and supervisory support. A dimension of standards for service was presented and validated as a central mediating factor in the perception of service processes, along with customer (guest) orientation, job satisfaction, organizational commitment, and turnover intentions as outcome measures in ...


Consumer Frustration In The Customer-Server Exchange: The Role Of Attitudes Toward Complaining And Information Inadequacy Related To Service Failures, Alex M. Susskind 2018 Cornell University School of Hotel Administration

Consumer Frustration In The Customer-Server Exchange: The Role Of Attitudes Toward Complaining And Information Inadequacy Related To Service Failures, Alex M. Susskind

Alex M. Susskind

Based on the customer-server exchange, this investigation examines the phenomenon of consumer frustration. Specifically, this investigation examines consumers’ perceptions of frustration as it relates to service failure in service-based transactions. The results indicate that consumers’ (a) propensity to complain was related to their perceptions of receiving adequate information in the customer-server exchange regarding service failures, (b) negative attitudes toward complaining was not significantly related to information inadequacy or perceptions of consumer frustration, and (c) perceptions of information inadequacy were significantly related to perceptions of consumer frustration in the customer-server exchange.


A Content Analysis Of Consumer Complaints, Remedies, And Repatronage Intentions Regarding Dissatisfying Service Experiences, Alex M. Susskind 2018 Cornell University School of Hotel Administration

A Content Analysis Of Consumer Complaints, Remedies, And Repatronage Intentions Regarding Dissatisfying Service Experiences, Alex M. Susskind

Alex M. Susskind

Building on existing research examining customers’ complaints about service experiences, this study examined restaurant consumers’ episode-specific reactions to service failures. In the first stage of this work, restaurant patrons were asked to describe a recent service experience where they complained about some element of the service they received. From these statements a coding scheme was developed to classify the consumers’ qualitative descriptions of the service episodes where they experienced a service failure and remedy. The consumers’ reports addressed three issues:(a) the issue that triggered the complaint, (b) the complaint remedy further broken down on two dimensions based upon the ...


Attitudes And Perceptions Toward Affirmative Action Programs: An Application Of Institutional Theory, Alex M. Susskind, Robert A. Brymer, Woo Gon Kim, Hae Young Lee, Sean A. Way 2018 Cornell University School of Hotel Administration

Attitudes And Perceptions Toward Affirmative Action Programs: An Application Of Institutional Theory, Alex M. Susskind, Robert A. Brymer, Woo Gon Kim, Hae Young Lee, Sean A. Way

Alex M. Susskind

Due to the continuing controversy surrounding the use of affirmative action programs in organizational hiring and promotion practices, we conducted a study to model individuals’ attitudes, beliefs, and perceptions toward affirmative action (AA) programs considering social influences and an institutional theory framework. To conduct the study we surveyed 413 managers and supervisors from three large hotel companies in the pacific western and southeastern United States. Results indicate that institutional and social forces positively influenced participants’ general perceptions of AA in the workplace. Influences from social interaction exhibited a negative relationship upon attitudes toward the experience and practice of AA, specifically ...


Consumer Acceptance Of Server Recommendations, Carl P. Borchgrevink, Alex M. Susskind 2018 Michigan State University

Consumer Acceptance Of Server Recommendations, Carl P. Borchgrevink, Alex M. Susskind

Alex M. Susskind

Servers are typically encouraged to make recommendations and attempt to up-sell. Little is known, however, about the conditions under which restaurant consumers follow server recommendations. We propose considering this from the perspectives of Mertz’s work regarding the effect of source evaluations on persuasive influence and Ajzen’s theory of planned behavior. Both perspectives yield important insights. Potential research questions are proposed. A few propositions are tested and are generally supportive.


Cq Reviewers’ Reactions To My Editorial Policies, Michael Lynn 2018 Cornell University School of Hotel Administration

Cq Reviewers’ Reactions To My Editorial Policies, Michael Lynn

Michael Lynn

[Excerpt] Peer review is an important part of the scientific process. It helps to separate good research from bad so that scarce journal pages and readers’ attention go the former rather than the latter. As editor of Cornell Hospitality Quarterly (CQ), I am particularly dependent on reviewers’ help because CQ is a cross-disciplinary journal whose submissions cover literatures and methodologies that vastly exceed my ken.


Meeting The Competency Needs Of Global Leaders: A Partnership Approach, Judi Brownell 2018 Cornell University School of Hotel Administration

Meeting The Competency Needs Of Global Leaders: A Partnership Approach, Judi Brownell

Judi Brownell

This article concludes that common competencies, the fundamental knowledge and skills developed in traditional educational environments, are necessary but insufficient in the preparation of global leaders. Rather, human resource professionals, in partnership with management educators, are best positioned to identify and facilitate global leadership excellence by focusing on the identification and development of key personal characteristics or distinctive competencies. In particular, global leaders must be men and women of sound character. We further propose that "distinctive competencies" are best assessed through experience in the field. Recommendations are offered as to how competency-based leadership development can be designed to address both ...


Living Without Otas—Goodbye Columbus: Putting The Jenie Back In The Bottle, Chris K. Anderson, Saram Han 2018 Cornell University School of Hotel Administration

Living Without Otas—Goodbye Columbus: Putting The Jenie Back In The Bottle, Chris K. Anderson, Saram Han

Chris K. Anderson

A recent Cornell Hospitality Quarterly article highlighted a unique natural experiment where an entire city had all its hotel delisted from all online travel agents for more than 4 years. The article provides great background to the delisting and highlights the impacts on hotel revenue and accommodation taxes for the county. The article estimates that even though the hotels relisted at all online travel agents (OTAs), there was a substantial gain to both hotels and accommodation tax collectors during the OTA delisting period. The impact estimates are based solely on the loss of demand realized in neighboring Phenix City, AL ...


A Look At The Relationship Between Service Failures, Guest Satisfactions, And Repeat-Patronage Intentions Of Casual Dining Guests, Alex Susskind, Anthony Viccari 2018 Cornell University

A Look At The Relationship Between Service Failures, Guest Satisfactions, And Repeat-Patronage Intentions Of Casual Dining Guests, Alex Susskind, Anthony Viccari

Anthony Viccari

Service recovery is essential to maintaining guest satisfaction in the event of a service failure. However, restaurateurs must approach service recovery in the appropriate context, because guests give differential consideration to different types of problems. Without doubt, a restaurant’s failure to serve food correctly is viewed as the most serious type of failure, and a food problem coupled with a service failure makes matters even worse. However, service failures by themselves are soon forgiven if the recovery is properly handled. Oddly, the least important type of failure, that of atmosphere (e.g., design, noise level), is most likely to ...


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