Digital Commons Network^™

Consumers’ Reactions To Sanitation In Casual Dining, Quick-Service, And Fine Dining Restaurants, Haeik Park, Barbara Almanza

Hospitality Review

Consumers’ concern about food safety, sanitation, and health has increased since food-borne illnesses still frequently occur in the US. This article explored consumers’ perceptions, emotions, and behavioral intention about the sanitation of the physical environment in three different restaurant settings, casual dining, quick-service, and fine dining restaurants. Disgust was the most strongly felt negative emotion, but no significant differences were found for negative emotional reactions to dirty conditions among the three types of restaurants. Positive emotional reactions were significantly different among the restaurant types. Behavioral intention was also significantly different among the three restaurant types as a reaction to dirty …

Using The Involvement Construct To Understand The Motivations Of Customers Of Casual Dining Restaurants In The Usa, Bharath M. Josiam Ph.D., Alexandria C. Kalldin M.S., Jennifer L. Duncan M.S.

Hospitality Review

The purpose of this study was to investigate the motivations that push consumers to dine out and restaurant attributes that pull diners to a specific restaurant. Surveys were administered to a convenience sample of 559 respondents at a large university in the Southwest of the USA. Crosstabs, ANOVA, Correlations, Factor Analysis and Multiple Regression were employed to explore differences and relationships between variables. Findings identified a profile of diners at casual restaurants. Using the involvement construct, the push-pull motivational framework, and the hedonic and utilitarian motivational framework, results of this study indicate two primary reasons behind the decision to dine …

Customer Satisfaction And Behavioral Intentions: The Case Of Aruba-- Small Island Nation, Yang Cao, Robin Dipietro, Gerald Kock

Hospitality Review

Tourism studies related to small island destinations have become a research stream amongst many academics in recent years. The current study investigates tourist satisfaction related to a tour operator on the island of Aruba that specializes in jeep and bus tours. As there is an increased expenditure pattern for these types of activities, companies are looking for ways to improve customer satisfaction and behavioral intentions. Results indicate that tourists are generally satisfied with the tour company; however a difference in satisfaction ratings was obtained for respondents 61 years old or above. Four factors were extracted from tourists’ satisfaction attributes and …

Tequila At Sunrise: Spring Break Travel Motivations And Risk Behaviors Of American Students In Acapulco, Mexico, J. Carlos Monterrubio Ph.D., Bharath M. Josiam Ph.D., Jennifer Duncan

Hospitality Review

Little research has been completed regarding spring break motivations and behaviors of American students in foreign destinations, specifically in Mexico. This paper looks at push and pull motivations in relation to drug and alcohol consumption and findings indicate greater drug and alcohol use among those who selected “party reputation” and “to go wild” as travel motivations. Binge drinking, sexual activity, and drug use among students on spring break in Acapulco, Mexico were also analyzed and compared to past findings within the United States. Results suggest that students are involved in heavy alcohol consumption and significant drug use. Additionally, high rates …

Are Consumers Ready For Mobile Payment? An Examination Of Consumer Acceptance Of Mobile Payment Technology In Restaurant Industry, Cihan Cobanoglu, Wan Yang, Anna Shatskikh, Anurag Agarwal

Hospitality Review

As an emerging payment method, mobile payment technology is perceived to be a secure and effective substitute of traditional debit/credit card payment. Although several reports and scholars claimed that mobile payment technology would become a major future payment method, consumers rather caught on this trend slowly, and little is known about key determinants of consumers’ acceptance of mobile payment. To close that gap, the current study extended the classic Technology Acceptance Model by adding four additional predictors that are relevant to hospitality industry. The study results suggested that compatibility with lifestyle was the strongest predictor of consumers’ intention to adopt …

Predicting Lodging Manager Annual Salary Based On Metropolitan Statistical Area Attributes And Lodging Industry Performance: Exploring The Concept, Nicholas J. Thomas, Eric Adam Brown, Donald Schoffstall, Lisa Y. Thomas

Hospitality Review

Using multiple regression analysis, lodging managers’ annual mean salaries in 143 Metropolitan Statistical Areas (MSA) within the U.S. were analyzed to identify what relationships existed with variables related to general MSA characteristics, along with the lodging industry’s size and performance. By examining the relationship between these variables, the authors predict the long-term possibility of predicting lodging industry managers’ salaries. These predictions may have an impact on financial performance of an individual lodging property or organization. Through this paper, this concept was applied and explored within U.S. MSAs. These findings may have value for a variety of stakeholders, including human resources …

Looking At Residents’ Attitudes Towards Spring Break Tourism In Texas Through The Lens Of Community Attachment, Marianna Strzelecka Ph. D., Bharath M. Josiam Ph.D., Daniel L. Spears Ph.D., J. Carlos Monterrubio Ph.D.

Hospitality Review

The growth of spring break tourism in many destinations has become problematic, predominantly due to the excessive behaviour of college students. This paper examines residents’ attitudes toward spring break tourism in South Padre Island (located in Texas, USA) through the lens of community attachment. By understanding the attitudes of residents of the host communities, tourism planners and policy-makers can create policies to shape the character of tourism according to the residents’ needs. The findings suggest that, at this point in time, community residents perceive that the benefits of spring break tourism benefits exceed its’ costs. Also, the short and intense …

“Namastey London”: Bollywood Movies And Their Impact On How Indians Perceive European Destinations, Bharath M. Josiam Ph.D., Daniel Spears Ph.D., Kirti Dutta Ph.D., Sanjukta A. Pookulangara Ph.D., Tammy L. Kinley Ph.D.

Hospitality Review

The aim of this study is to analyze the perception of European destinations through the eyes of Indian Bollywood film viewers to determine how perception is influenced by what is viewed in films. Researchers surveyed Indian consumers and collected 670 usable surveys. European destinations were divided into top five and bottom five destinations for Indian tourists, and data was then compared to world tourism statistics. Results indicate differences in destination preference among Bollywood viewers and worldwide tourist trends. Findings indicate that prominently featuring a landscape within Bollywood films can significantly impact Indians’ perception on the destinations’ image. European countries frequently …

The Influence Of Servicescape And Local Food Attributes On Pleasure And Revisit Intention In An Upscale-Casual Dining Restaurant, Robin B. Dipietro, Jeffrey Campbell

Hospitality Review

The current study looks at the relationship between servicescape, emotional product involvement, perceived quality of local foods, the positive emotion of pleasure, and revisit intention in an upscale buffet style restaurant on a university campus in the Southeastern U.S. Test results show positive relationships between all of the constructs in the proposed conceptual model. The study also gives practitioners and academics insights into practices that can help to market the use of local foods through the restaurant environment in order to engage emotionally involved customers. This marketing can illicit pleasurable feelings and increase perceived product quality of local foods with …

An Evaluation Of Three Nutrition Labeling Formats For Restaurant Menus, Li Ge, Carl Behnke, Barbara Almanza

Hospitality Review

This study evaluated three menu nutrition labeling formats: calorie only information, a healthy symbol, and a nutrient list. Daily sales data for a table-service restaurant located on a university campus were recorded during a four-week period from January to February 2013 to examine changes in average nutritional content of the entrees purchased by customers when different nutrition labels were provided. A survey was conducted to assess the customers’ use of nutrition labels, their preferences among the three labeling formats, their entree selections, their cognitive beliefs with regard to healthy eating, and their demographic characteristics. A total of 173 questionnaires were …

Reaching An Underserved Wine Customer: Connecting With The African American Wine Consumer, Rhonda Hammond, Sandra Sydnor, Eunjoo Kang

Hospitality Review

Marketing strategies addressing underserved African American wine customers’ needs that also positively impact producers’ and retailers’ clientele was the impetus for this exploratory, qualitative paper. African Americans demonstrate a thirst to elevate their education about and be more involved in the wine industry as evidenced by the proliferation of African American wine-tasting groups designed to help educate and expose their membership to a variety of wines. Moreover, compared to the average adult, African-American wine drinkers are 241% more likely to have spent $20 or more on a bottle of store bought wine (Arbitron, 2005). Despite African Americans’ representation as one …

Hospitality Graduate Students’ Program Choice Decisions: Implications For Faculty And Administrators, Hubert B. Van Hoof, Luorong Wu, Lu Zhang

Hospitality Review

Despite rapid growth in the quality and volume of hospitality graduate research and education in recent years, little information is available in the extant body of literature about the program choices of hospitality management graduate students, information that is crucial for program administrators and faculty in their attempts to attract the most promising students to their programs. This paper reports on a study among graduate students in U.S, hospitality management programs designed to understand why they chose to pursue their degrees at their programs of choice. Given the large numbers of international students presently enrolled, the study additionally looked into …

The Study Of Clustering Of Taiwanese Tourists' Motivations To Hong Kong, Diann Newman, Ed.D., Yung-Kun Sung*, Hung-Sheng Lai, Wei-Ni Shyu

Hospitality Review

Abstract

Driven by the political and economic forces of cross-strait, Taiwan has become one of the major source markets for Hong Kong tourism industry since 1987. The major purposes of this study were to investigate the following factors (1) The influential factors of travel motivation, (2) The clusters of travel motivations, (3) The marketing segmentation of clusters of Taiwanese tourists to visit Hong Kong. Through ten travel agents, self-report surveys were distributed to collect data from 366 Taiwanese travelers.

Hence, four push factors and six pull factors were identified as travel motivations through the factor analysis. Combined with the cluster …

The Relationship Between Leisure Traveler's Hotel Attribute Satisfaction And Overall Satisfaction, Mi Ran Kim

Hospitality Review

Manystudies have been conducted about hotel attributesrelated tothehotel choice decision as a part ofacustomer’s pre- purchase behavior(Dolnicar&Otter, 2003). Althoughit iscritical for hotel managerstounderstand post-trip behavior because such behaviorsmaydirectlyinfluence their futurebehavior, therearefew researchstudieswhich examine hotel attributesrelated to acustomer’spost-trip behavior.This studyteststhe relationship between leisure traveler’shotel attribute satisfaction and overall satisfaction in the post-trip behaviorperspectiveina hotel setting andexaminestherelative impactofhotel attributesatisfaction in influencing overall satisfaction. Multiple regressionwas used totestthe relationship and hotel attribute satisfaction isan important antecedent tooverall satisfaction. Theoretical and practical implications ofthe studyare discussed.

To Chae Or Not To Chae, Raymond S. Schmidgall Ph.D., Cpa, James W. Damitio

Hospitality Review

Many certifications are available in many professions. They represent a level of achievement and provide a dimension of professionalism to a resume. This article reveals the results of research covering the degree the extent of certification of members of the Hospitality Financial & Technology Professionals. Further, obstacles and assists in taking the examination to become a Certified Hospitality Accountant Executive (CHAE) were determined. Thirty-seven percent of the respondents have earned their CHAE. The biggest obstacle to taking the exam according to 60% of the respondents who have not earned the CHAE was lack of time to prepare. The biggest assist …

Restaurant Industry Perspectives On Pro-Social Rule Breaking: Intent Versus Action, Catherine R. Curtis Ph.D.

Hospitality Review

The resounding message extracted from the service literature is that employees serve pivotal functions in the overall guest experience. This is of course due to the simultaneous delivery of personalized service provision with resultant consumption of those services. This simultaneous delivery and consumption cycle is at times challenged by a perceived desire to accommodate guest request that may violate, to a greater or lesser degree, an organizational rule. This is important to note because increased interactions with customers enable frontline employees to have a better sense of what customers want from the company as well as from the company itself …

Understanding Country Club Members’ Loyalty: Factors Affecting Membership Renewal Decisions, Theresa Clem, Swathi Ravichandran, Aryn C. Kapinski

Hospitality Review

Many private country clubs across the United States have experienced a declining or flat membership and smaller waitlists of members wanting to join. The objective of this study was to investigate whether member involvement, service quality, and perceived value, influence member satisfaction and intention to renew membership for members of private country clubs. An online survey instrument customized for the country club industry was distributed to members of two country clubs in northeast Ohio. Results indicate that involvement level of members and perceived value impact country club members’ satisfaction and intention to renew their membership. Managerial implications are discussed.

Characteristics Of Us Graduate Hospitality Programs, Hubert B. Van Hoof, Luorong (Laurie) Wu, Lu Zhang, Anna S. Mattila

Hospitality Review

The future of hospitality management education and research lies with its graduate programs, especially those offering research-based M.S. and Ph.D. degrees. In response to a need for additional hospitality faculty because of a growing number of programs, the number of graduate programs in the United States has increased substantially in recent years as well. This article presents an overview of graduate hospitality programs in the United States based on the following aspects: (1) program enrollments, admissions and graduation rates, (2) student profiles, (3) program duration and residency requirements, (4) financial support to graduate students, and (5) students’ career opportunities after …

Hotel Guest E-Questionnaires: Implications For Feedback And Relationships, Alfred Ogle, Nadine Henley, Michelle Rowe, Sybe Jongeling, Stephen Fanning

Hospitality Review

This paper examines the reliability and efficacy of hotel guest e-mail questionnaire compared to the paper questionnaire in the Asian Pacific context. Conducted inPerth,SingaporeandPenang, cities with mature hospitality and tourism industries and a representation of chain and independent deluxe hotels, this exploratory qualitative study examines hotelier views of e-mail guest communication derived from content analysis of guest questionnaires format and content and in-depth interviews with senior hoteliers. The findings indicated that e-questionnaires manifested as e-mails, as a direct replacement of the paper questionnaire, appear to be premature given divergent hotelier views and shortcomings in e-mail response administration. If properly executed, …

To Chae Or Not To Chae, Raymond S. Schmidgall Ph.D., Cpa, James W. Damitio Ph.D. Cma

Hospitality Review

Many certifications are available in many professions. They represent a level of achievement and provide a dimension of professionalism to a resume. This article reveals the results of research covering the degree the extent of certification of members of the Hospitality Financial & Technology Professionals. Further, obstacles and assists in taking the examination to become a Certified Hospitality Accountant Executive (CHAE) were determined. Thirty-seven percent of the respondents have earned their CHAE. The biggest obstacle to taking the exam according to 60% of the respondents who have not earned the CHAE was lack of time to prepare. The biggest assist …

The Relationship Between Leisure Traveler’S Hotel Attribute Satisfaction And Overall Satisfaction, Mi Ran Kim Ph.D.

Hospitality Review

Manystudies have been conducted about hotel attributesrelated tothehotel choice decision as a part ofacustomer’s pre- purchase behavior(Dolnicar&Otter, 2003). Althoughit iscritical for hotel managerstounderstand post-trip behavior because such behaviorsmaydirectlyinfluence their futurebehavior, therearefew researchstudieswhich examine hotel attributesrelated to acustomer’spost-trip behavior.This studyteststhe relationship between leisure traveler’shotel attribute satisfaction and overall satisfaction in the post-trip behaviorperspectiveina hotel setting andexaminestherelative impactofhotel attributesatisfaction in influencing overall satisfaction. Multiple regressionwas used totestthe relationship and hotel attribute satisfaction isan important antecedent tooverall satisfaction. Theoretical and practical implications ofthe studyare discussed.

Understanding Golf Country Club Members’ Loyalty: Factors Affecting Membership Renewal Decisions, Theresa N. Clem M.S., Swathi Ravichandran Mba, Ph.D., Aryn C. Karpinski Ph.D.

Hospitality Review

Many private country clubs across the United States have experienced a declining or flat membership and smaller waitlists of members wanting to join. The objective of this study was to investigate whether member involvement, service quality, and perceived value, influence member satisfaction and intention to renew membership for members of private country clubs. An online survey instrument customized for the country club industry was distributed to members of two country clubs in northeast Ohio. Results indicate that involvement level of members and perceived value impact country club members’ satisfaction and intention to renew their membership. Managerial implications are discussed.

Restaurant Industry Perspectives On Pro-Social Rule Breaking: Intent Versus Action, Catherine R. Curtis Ph.D., Randall S. Upchurch Ph.D., Duncan Dickson Ph.D.

Hospitality Review

The resounding message extracted from the service literature is that employees serve pivotal functions in the overall guest experience. This is of course due to the simultaneous delivery of personalized service provision with resultant consumption of those services. This simultaneous delivery and consumption cycle is at times challenged by a perceived desire to accommodate guest request that may violate, to a greater or lesser degree, an organizational rule. This is important to note because increased interactions with customers enable frontline employees to have a better sense of what customers want from the company as well as from the company itself …

Current State Of Management/Union Relations In Hospitality Sector, Helen Lavan, Marsha Katz

Hospitality Review

Labor management relations in the hospitality sector is an important aspect of effective management. Increasingly, unions are becoming proactive in organizing hospitality workers. This manifests itself in strikes, boycotts, picketing, sexual harassment complaints, and complaints to OSHA regarding safety and health workplace violations. This research monitors the current scene with respect to labor management relations and analyzes work issues that have been brought up for third-party resolution by NLRB staff or arbitrators. The study reports on 66 NLRB cases and 104 arbitration cases. Issues brought before the NLRB include mostly contract interpretations. In arbitration, there were mostly discipline issues, including …

Tourist See Tourist Do: The Influence Of Hollywood Movies And Television On Tourism Motivation And Activity Behavior, Daniel L. Spears, Bharath M. Josiam, Tammy Kinley, Sanjukta Pookulangara

Hospitality Review

The purpose of this study was to investigate the influence of Hollywood movies and television (movies/TV) on US viewer’s motivation to travel to and participate in activities featured in Hollywood movies/TV productions. A survey was administered in an online format to a convenience sample of 433 respondents via Qualtrics. Factor analysis, correlation, and regression was employed to explore relationships between the variables. Findings identified a profile of Hollywood movies/TV viewers, sources of information used to determine destination choice, and level of involvement among viewers of Hollywood movies/TV productions. Additionally, this study explored the relationships between Hollywood movies/TV productions, tourist motivations, …

Maintaining Your Loyal Customers During Hard Times: An Observation From The Gaming Industry, Myongjee Yoo, Miranda Kitterlin

Hospitality Review

The Las Vegas gaming arena was one of the most severely affected consumeroriented industries to be impacted by the recent economic recession. The purpose of this study was to investigate the impact of relational benefits on customers’ behavioral loyalty in the Las Vegas gaming industry. This study particularly took a comparative approach and examined the relational impact during the economic recession and after the economic recession. Secondary data was obtained and regression analysis was performed to test the study hypothesis. The findings of this study revealed the economic recession impact on the Las Vegas gaming industry, as well as valuable …

Authentic Experiences Assessment Instrument: The Case Of Millennial Students And Cultural Attractions In Central Florida, Earney Francis Lasten, Randall S. Upchurch

Hospitality Review

Three types of authenticity were chosen to analyze cultural attractions—they were: staged or real authenticity, sensory authenticity, and existential authenticity. A group of millennium students that visited Orlando’s cultural attractions from the University of Central Florida were part of this study. Results show that the term “culture” is unclear among students. Also gender might play a role in determining what is perceived as “authenticity.” In general the focus group discussion had a consensus that these three types of authenticity were the right ones to measured cultural attractions, people, and behaviors.

A Profile Of Travelers Who Are Willing To Stay In Environmentally Friendly Hotel, Michelle Millar, Karl J. Mayer

Hospitality Review

The purpose of this study is to describe travelers that have indicated they are willing to stay in green hotel in order to better understand the market segment. There is very little knowledge about these types of travelers, thus making it difficult for hoteliers to know how to create marketing campaigns that target them. Data were collected via an online survey company. Behavior characteristics provided a more distinguishing profile of the traveler than did demographics or psychographics. Most travelers were willing to pay the same amount for a green hotel as a traditional hotel. Implications, future research, and limitations are …

A Comparative Study Of Customer Perceptions Regarding Green Restaurant Practices: Fast Food Vs. Upscale Casual, Robin B. Dipietro, Susan Gregory

Hospitality Review

The current exploratory study was designed to determine the impact that green restaurant practices may have on intention to visit a restaurant and willingness to pay more because of those green practices. The study analyzed a convenience sample of 260 surveys from customers in fast food restaurants and 501 surveys from customers in upscale casual restaurants in the Midwestern United States (U.S.) in order to determine if there were differences in the perception of guests regarding these types of restaurants and their green practices. The findings showed that upscale casual restaurant customers believed they are knowledgeable at a higher level …

Qualitative Responses To Pre-Employment Drug Testing In The Foodservice Industry, Miranda Kitterlin, Lisa Moll

Hospitality Review

Employee substance abuse has long time been a topic of concern for the hospitality industry. Operating under the assumption that drug-users, and associated undesirable behavior, can be eliminated from the hiring process, many operations have adopted pre-employment drug-testing policies. Despite being represented across the industry as a major target of effort and resources, it is suggested that the perceived sensitive-nature of the subject has somewhat hindered access to qualitative information. The purpose of this research was to assess and explore the attitudes, beliefs and perceptions of both management and employees in the foodservice industry regarding pre-employment drug-testing and its impact …