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An Exploratory Study Of Customer Vulnerability: A Cross-Segment Approach, Taryn Aiello
An Exploratory Study Of Customer Vulnerability: A Cross-Segment Approach, Taryn Aiello
Electronic Theses and Dissertations
The purpose of this study is to explore the concept of customer vulnerability across varying service industries. While the concept of customer vulnerability has been debated in business, marketing, sociology, and psychology scholarly literature, there has been little research conducted that specifically investigates consumers’ perceptions of vulnerability during the service exchange. Specific to this research, customer vulnerability is defined as experiences in which consumers participate in a service exchange with a firm during a time of individual or shared medical, physical, emotional, or spiritual necessity, whether the vulnerability is experienced during the course of the transaction or whether consumers arrive …
Academic Engagement Through Experiential Learning: Building Transferable Skills Within Undergraduate Education, Shara Lee
Electronic Theses and Dissertations
Presently, there is a national focus on the industry-benefitting skills developed through undergraduate education. The purpose of this study is to examine the effectiveness of an experiential learning course on building three ability-based transferable skills: communication, emotional intelligence, and professional qualities. These skills have been determined to be important components to the skill set of graduates intending to enter any career, including one within the hospitality industry. Results from an examination of three related instruments led to conclusions that an experiential learning course positively impacts self-perceived skill development among the three aforementioned skills as well as perception of overall performance. …
An Investigation Of Prosocial Rule Breaking Within The Casual Restaurant Industry, Catherine Curtis
An Investigation Of Prosocial Rule Breaking Within The Casual Restaurant Industry, Catherine Curtis
Electronic Theses and Dissertations
In the hospitality industry, the role of the frontline employee is integral. These employees are the face of the organization and have a strong role in shaping and forming the opinions of consumers by way of their product and service delivery. Therefore, the decisions an employee makes during the product or service delivery is critical in maintaining the relationship with the customer. Employees may be faced with opportunities to better service a customer at the cost of breaking an organizational rule or procedure. When an employee is faced with this dilemma and decides to break the rule on the behalf …
Designing An Experiential Web-Based Learning Model To Deliver The Acquisition And Application Of Knowledge To Hospitality Event, James Hogg
Electronic Theses and Dissertations
Most hospitality institutions have increasingly moved classes online but are concerned about migrating classes and instructional content online. The concern is most Web-based models are designed to deliver the acquisition of knowledge but lack the ability to transform that knowledge into applied career skills for practical use in the industry. The purpose of this study was to test a new Web-based instructional model. The model supported delivering both the acquisition and application of knowledge. Educators, researchers, and practitioners can utilize the new model to enhance the application of career skills and enhance organizational objectives by providing just-in-time training. The new …
Top Management's Perceptions Of Service Excellence And Hospitality: The Case Of Dr. P. Phillips Hospital, Taryn Aiello
Top Management's Perceptions Of Service Excellence And Hospitality: The Case Of Dr. P. Phillips Hospital, Taryn Aiello
Electronic Theses and Dissertations
This study investigated service excellence and hospitality in a healthcare setting. It is unique from other hospitality research in that it considers hospitality and service excellence as separate concepts, applicable across industries. Part of the premise of this study explores how hospitality extends past service excellence to create a comfortable and welcoming environment to combat patient anxiety and stress. Furthermore, this is one of the first qualitative studies on the importance of service excellence and hospitality in the healthcare industry. This case study measured top management's perceptions of service excellence and hospitality within one community-based hospital located in Orlando, Florida. …
A Comparison Of Student Perceptions Of Learning In Their Co-Op And Internship Experiences And The Classroom Environment: A Study, Scott Lee
Electronic Theses and Dissertations
This study analyzed hospitality management student perceptions of learning both inside the classroom environment and student perceptions of learning in their experiential learning assignments outside the classroom. There were 681 students attending the Rosen College of Hospitality Management at the University of Central Florida who participated in this study. A modified version of the Predicting Learner Advancement through Cooperative Education (P.L.A.C.E.) instrument was used in order to collect data for the study. The P.L.A.C.E. instrument was developed to be a standardized instrument measuring pre-graduation learning outcomes in the following four areas: (a) career development, (b) academic functions achievement, (c) work …
A Comparative Analysis Of Job Competency Expectations For New Hires: The Relative Value Of A Hospitality Management Degree, Peter Ricci
Electronic Theses and Dissertations
This study compared lodging managers' job competency expectations for newly hired employees in possession of four-year (baccalaureate) degrees from a college or university. Lodging managers mentally separated new hires into two distinct categories when rating the importance of specific job competencies: 1) new hires in possession of a hospitality management baccalaureate degree, and 2) new hires in possession of a non-hospitality management baccalaureate degree. Lodging managers who were current members of the Central Florida Hotel & Lodging Association (CFHLA) at the time of the survey participated and all were employed in the central Florida area at the time of the …