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Articles 31 - 60 of 526
Full-Text Articles in Business
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.
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 …
The Relationship Between Leisure Traveler’S Hotel Attribute Satisfaction And Overall Satisfaction, Mi Ran Kim Ph.D.
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.
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.
A Comparative Study Of Customer Perceptions Regarding Green Restaurant Practices: Fast Food Vs. Upscale Casual, Robin B. Dipietro, Susan Gregory
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 …
Job Perceptions Of Citizenship Behavior And Deviance: Musings From Behind The Bar, Catherine R. Curtis Ph.D.
Job Perceptions Of Citizenship Behavior And Deviance: Musings From Behind The Bar, Catherine R. Curtis Ph.D.
Hospitality Review
The purpose of this research was to examine bartender workplace behavior. This study begins with a review of the literature pertaining to the job of bartending, and positive work behavior (citizenship) and negative (deviant) workplace behavior. Data was collected by semi-structured interview. The bartenders expressed instances of both behaviors and showed support for a newly termed citizenship behavior, norm avoidance.
Qualitative Responses To Pre-Employment Drug Testing In The Foodservice Industry, Miranda Kitterlin, Lisa Moll
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 …
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
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, …
Evaluating Applicability Of E-Service Quality In Online Hotel Bookings, Seung Hyun Kim, A.J. Singh, Sungsik Yoon
Evaluating Applicability Of E-Service Quality In Online Hotel Bookings, Seung Hyun Kim, A.J. Singh, Sungsik Yoon
Hospitality Review
This study evaluates applicability of E-service quality measurements in the context of online hotel bookings. Data was collected from an online survey of undergraduate college students at two universities in the United States. The Transaction Process-based Framework (eTransQual) conceptualized by Bauer et al. (2006) was adapted, and the dimensionality of e-service quality was identified. The study identified process/reliability as the most important factor influencing overall quality of booking websites.
Towards An Understanding Of Lodging Asset Management And Its Components, Leonard Anthony Jackson
Towards An Understanding Of Lodging Asset Management And Its Components, Leonard Anthony Jackson
Hospitality Review
Lodging asset management has emerged as one of the most important areas of strategic hotel management. Increasingly, lodging companies are soliciting the services of asset management firms or developing internal asset management competencies. This article synthesizes and discusses the essential components of dynamic lodging asset management. The article provides a detail background on asset management and its importance and explains the role of lodging asset managers and their working relationships with ownership and operators. The article also discusses the competencies and skills of asset managers.
Maintaining Your Loyal Customers During Hard Times: An Observation From The Gaming Industry, Myongjee Yoo, Miranda Kitterlin
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 …
Fat Absorption In Commercial French Fries Depending On Oil Type And Coating, Anish A. Parikh, Douglas C. Nelson
Fat Absorption In Commercial French Fries Depending On Oil Type And Coating, Anish A. Parikh, Douglas C. Nelson
Hospitality Review
This study examines the effect of edible coatings, type of oil used, and cooking method on the fat content of commercially available French fries. In contrast to earlier studies that examined laboratory prepared French fries, this study assesses commercially available French fries and cooking oils. This study also measured the fat content in oven baked French fries, comparing the two cooking methods in addition to the comparisons of different coatings’ oil uptake. The findings of this study were that the type of oil used did have a significant impact on the final oil content of the uncoated and seasoned fries. …
Does Financial Performance Depend On Hotel Size? Analysis Of The Financial Profile Of The U.S. Lodging Industry, A.J. Singh, Raymond S. Schmidgall
Does Financial Performance Depend On Hotel Size? Analysis Of The Financial Profile Of The U.S. Lodging Industry, A.J. Singh, Raymond S. Schmidgall
Hospitality Review
This research presents a financial profile of the U.S. Lodging Industry based on an analysis of 2,091 financial statements (fiscal year 2011) for individual hotels ranging in asset size of $500 thousand to $250 million. The study analyzes summary results of the financial position and profitability of hotels based on a common size analysis of Balance Sheets and Income Statements. Furthermore, the study analyzes 10 key performance benchmarks as measured by Liquidity, Solvency and Operating Ratios. The results of the study show a divergence in the hotel industry’s financial performance based on the size of the hotel and by upper, …
Authentic Experiences Assessment Instrument: The Case Of Millennial Students And Cultural Attractions In Central Florida, Earney Francis Lasten, Randall S. Upchurch
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.
Current State Of Management/Union Relations In Hospitality Sector, Helen Lavan, Marsha Katz
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 …
A Profile Of Travelers Who Are Willing To Stay In Environmentally Friendly Hotel, Michelle Millar, Karl J. Mayer
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 …
Characteristics Of Small Hospitality Businesses:A Study In An Urban Setting In Turkey, Atilla Akbaba
Characteristics Of Small Hospitality Businesses:A Study In An Urban Setting In Turkey, Atilla Akbaba
Hospitality Review
The aim of this study was to contribute to the growing body of knowledge concerning small hospitality businesses (SHBs) through an analysis of selected aspects of SHBs in an urban setting, namely Akcakoca, Turkey. Particular attention was given to the characteristics of businesses, finance, marketing, human resource management, involvement of residents in the industry, and management of SHBs. A sample of 72 businesses in Akcakoca was examined and their role in tourism was evaluated. The findings of this study reveal that SHBs carry significant deficiencies and inadequacies and face a common set of problems.
Hotel Managers Identify Ethical Problems: A Survey Of Their Concerns, Betsy Stevens
Hotel Managers Identify Ethical Problems: A Survey Of Their Concerns, Betsy Stevens
Hospitality Review
This study identified and examined the concerns of hotel general managers regarding ethics in the hospitality industry. Thirty-five managers were interviewed during and immediately following the economic recession to determine which ethical issues in the hotel industry and at their own properties concerned them the most. Results showed that more people and organizations attempted to renegotiate hotel rates, which actions, in turn, led to some lapses in ethical behavior. Managers said that because of the economic downturn, they felt pressure from both private owners and corporate headquarters. They also said a lack of work ethic, low motivation, and low pay …
The Effects Of Job Satisfaction, Organizational Commitment, Organizational Citizenship Behavior On Turnover Intentions, Orhan Ulndag, Sonia Khan, Nafiya Guden
The Effects Of Job Satisfaction, Organizational Commitment, Organizational Citizenship Behavior On Turnover Intentions, Orhan Ulndag, Sonia Khan, Nafiya Guden
Hospitality Review
The current study investigated the effects of job satisfaction and organizational commitment on organizational citizenship behavior and turnover intentions. The study also examined the effect of organizational citizenship behavior on turnover intentions. Frontline employees working in five-star hotels in North Cyprus were selected as a sample. The result of multiple regression analyses revealed that job satisfaction is positively related to organizational citizenship behavior and negatively related to turnover intentions. Affective organizational commitment was found to be positively related to organizational citizenship behavior. However, the study found no significant relationship between organizational commitment and turnover intentions. Furthermore, organizational citizenship behavior was …
Generational Differences In Work Attitudes: Evidence From The Hospitality Industry, David Solnet, Anna Kralj
Generational Differences In Work Attitudes: Evidence From The Hospitality Industry, David Solnet, Anna Kralj
Hospitality Review
Our understanding of employee attitudes and their impact on business outcomes has been further complicated in recent years by the newest cohort of service workers. Known as Generation Y (Gen Y), they appear to approach employment in a manner different to that of their predecessors. A review of the academic literature reveals little empirical evidence to support an appropriate understanding of the impact of such difference. This paper provides an overview of a large-scale study into generational differences in employee attitudes and reports on the preliminary data analysis of a survey of over 900 hospitality employees. The most important initial …
Entrepreneur's Dilemma: Hotel Investments In Emerging Markets, Melih Madanoglu
Entrepreneur's Dilemma: Hotel Investments In Emerging Markets, Melih Madanoglu
Hospitality Review
Estimating the required rate of return for hotel properties is a daunting task because a lodging property is considered a hybrid between a real estate asset, and a revenue-generating enterprise affiliated with a hotel brand. Computing the expected rate of return for a hotel becomes even more complicated when a third party foreign investor/entrepreneur is the one performing the computation for an investment hotel in an emerging country. This clinical case illustrates the challenges surrounding the estimation of a project’s cost of equity in the multinational hotel industry. The results reveal that estimating cost of equity in emerging markets for …
Perceived Work Status And Turnover Intentions Of Casual-Dining Restaurant Employees, Robin B. Dipietro, Brumby Mcleod
Perceived Work Status And Turnover Intentions Of Casual-Dining Restaurant Employees, Robin B. Dipietro, Brumby Mcleod
Hospitality Review
The current research examined the effects of perceived work status of hourly employees on the established relationships between turnover intentions and the constructs of autonomy, affective organizational commitment, perceived management concern for employees, and perceived management concern for customers in the casual-dining restaurant industry. Surveys were collected from 296 employees of a multi-unit casual-dining restaurant franchise, part of a large, national, casual-dining restaurant chain. Employeeswith perceived part-time work status revealed a generally negative trend in factors shown to contribute to turnover. Employees who perceived their work status as parttime also showed significantly lower levels of affective organizational commitment than those …
Human Capital Decisions And Employee Satisfaction At Selected Hotels In India, S.C Bagri, A. Suresh Babu, Mohit Kukreti, Scott Smith
Human Capital Decisions And Employee Satisfaction At Selected Hotels In India, S.C Bagri, A. Suresh Babu, Mohit Kukreti, Scott Smith
Hospitality Review
Understanding the role of human capital is one of the key considerations in delivering and sustaining competitiveness. Managing employees in the hospitality industry is particularly a challenging task as the industry is considered to be labor intensive. High turnover and increasing employee demands are among the problems that are identified as threats to maintaining a strong competitive position. Successful hotels attempt to retain their best employees in an effort to adapt to changing environments and increased competition. Effective hotel human resource systems can produce positive outcomes, through effective employee retention strategies that focus on work force motivation, attitudes and perception. …
Identifying Training Challenges In Hospitality Industry: An Exploratory Approach , Valentini Kalargyrou, Robert H. Woods
Identifying Training Challenges In Hospitality Industry: An Exploratory Approach , Valentini Kalargyrou, Robert H. Woods
Hospitality Review
The current study investigated the effects of job satisfaction and organizational commitment on organizational citizenship behavior and turnover intentions. The study also examined the effect of organizational citizenship behavior on turnover intentions. Frontline employees working in five-star hotels in North Cyprus were selected as a sample. The result of multiple regression analyses revealed that job satisfaction is positively related to organizational citizenship behavior and negatively related to turnover intentions. Affective organizational commitment was found to be positively related to organizational citizenship behavior. However, the study found no significant relationship between organizational commitment and turnover intentions. Furthermore, organizational citizenship behavior was …
Interrole Conflicts In The Hospitality Industry: The Role Of Positive Affectivity As An Antidote, Ugur Yavas, Osman M. Karatepe, Emin Babakus
Interrole Conflicts In The Hospitality Industry: The Role Of Positive Affectivity As An Antidote, Ugur Yavas, Osman M. Karatepe, Emin Babakus
Hospitality Review
This study investigates the role of positive affectivity as a buffer against the detrimental effects of interrole conflicts on frontline hotel employees’ job performance and turnover intentions. Data collected from a sample of frontline hotel employees in Turkey serve as the study setting. Results and their implications are discussed, and directions for future research are offered.
In Favor Of Hospitality-Management Education, Michael J. Tews, Hubert B. Van Hoof
In Favor Of Hospitality-Management Education, Michael J. Tews, Hubert B. Van Hoof
Hospitality Review
Despite the almost one-hundred-year history of hospitality-management education; the hundreds of well-established two-year, four-year, and graduate programs worldwide; and the hundreds of thousands of graduates those programs have prepared for careers in the industry, hospitality-management education’s merit and place in higher education are still questioned at times, to the dismay of hospitality educators the world over. This article delineates several features of hospitality management that make these programs valuable and unique and provides compelling arguments in its favor. The arguments include: 1) courses tailored to the hospitality industry, the world’s largest industry; 2) focus on small-business management as well as …
A Preliminary Evaluation Of The Millennial Shopping Experience: Preferences And Plateaus, Kimberly J. Harris, Jason Stiles, Joseph Durocher
A Preliminary Evaluation Of The Millennial Shopping Experience: Preferences And Plateaus, Kimberly J. Harris, Jason Stiles, Joseph Durocher
Hospitality Review
This study identified and examined the concerns of hotel general managers regarding ethics in the hospitality industry. Thirty-five managers were interviewed during and immediately following the economic recession to determine which ethical issues in the hotel industry and at their own properties concerned them the most. Results showed that more people and organizations attempted to renegotiate hotel rates, which actions, in turn, led to some lapses in ethical behavior. Managers said that because of the economic downturn, they felt pressure from both private owners and corporate headquarters. They also said a lack of work ethic, low motivation, and low pay …
A Longitudinal Study Of Consumer Perceptions Of Travel Websites: The Case Of Hong Kong, Shanshan Qui, Rosanna Leung, Rob Law, Dimitrois Buhalis
A Longitudinal Study Of Consumer Perceptions Of Travel Websites: The Case Of Hong Kong, Shanshan Qui, Rosanna Leung, Rob Law, Dimitrois Buhalis
Hospitality Review
Knowing how consumers perceive travel websites can help practitioners better understand consumers’ online requirements. This paper reports the findings of a longitudinal study that investigated the changes and trends in the profile and behavior of online travel-website users in Hong Kong. The profiles of e-buyers and e-browsers in 2009, when compared with those established by prior studies conducted in 2000 and 2007, point in a new direction for practitioners and researchers investigating online travelwebsite user behavior. The results indicated that more middle-aged consumers have become online travel-website users, and that website security and price are perceived to be the most …
A Case Study Of Health Tourism In The Jeju Province, South Korea, Young Hoon Kim, Changsan Boo, Ilhan Demirer, Mincheol Kim
A Case Study Of Health Tourism In The Jeju Province, South Korea, Young Hoon Kim, Changsan Boo, Ilhan Demirer, Mincheol Kim
Hospitality Review
The United States Census Bureau (2006) reported that in 2005 more than 46 million Americans lacked health insurance, and that by 2019 national spending for health care would exceed $4.5 trillion (Centers for Medicare & Medicaid Services, 2010). Because those numbers are expected to increase, health tourists are seeking better opportunities for low-cost, high-quality treatment in other countries, plus the added benefit of experiencing foreign cultures. Health tourism is a rapidly growing market in both advanced and developing countries. The purpose of this study was to develop an applicable model of health tourism, the Jeju-Style Health Tourism Model, for Jeju …
The Foodservice Industry's Social Responsibility Regarding The Obesity Epidemic, Part I: Parallels To Other Public Health Issues And Potential Legal Implications, Audrey C. Mccool, Barent N. Mccool
The Foodservice Industry's Social Responsibility Regarding The Obesity Epidemic, Part I: Parallels To Other Public Health Issues And Potential Legal Implications, Audrey C. Mccool, Barent N. Mccool
Hospitality Review
The incidence of obesity among both children and adults in the United States (U.S.) has reached epidemic level. If not quickly curtailed, it represents significant long-term costs to all facets of the U.S. economy. The foodservice industry has contributed to this major public health issue. Parallels between the obesity epidemic and the public health issues of smoking and foodborne illnesses could influence the foodservice industry's response to obesity concerns. Of particular note are the parallels between the liability litigation and legislative actions related to smoking and the tobacco industry. This industry has a history of taking socially responsible actions regarding …
The Influence Of Social Responsibility Image Relative To Product And Service Quality On Brand Loyalty: An Exploratory Study Of Quick-Service Restaurants, Allen Z. Reich, Yueying Hazel Xu, Ken W. Mccleary
The Influence Of Social Responsibility Image Relative To Product And Service Quality On Brand Loyalty: An Exploratory Study Of Quick-Service Restaurants, Allen Z. Reich, Yueying Hazel Xu, Ken W. Mccleary
Hospitality Review
Social responsibility (SR) is becoming an increasingly significant component of many firms’ strategic planning decisions. Research has shown that consumers tend to reward socially responsible behavior. However, there has been little testing of the construct in the hospitality industry. Additionally, when other important variables that influence consumer brand loyalty are considered, will brand social responsibility image (BSRI) still play a significant role? This study investigates the importance of SR and its impact on brand loyalty, relative to product quality and service quality in the quick-service restaurant industry. The authors were also interested to learn whether BSRI impacted consumers' image of …