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2005

Hospitality Administration and Management

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Articles 1 - 30 of 43

Full-Text Articles in Business

Relationship Between Guest Perceptions Of Service Quality And Customer Loyalty In The Hotel Industry In South Florida, Chen-Hsien Lin Dec 2005

Relationship Between Guest Perceptions Of Service Quality And Customer Loyalty In The Hotel Industry In South Florida, Chen-Hsien Lin

Graduate Student Dissertations, Theses, Capstones, and Portfolios

The chief goal hotels strive to accomplish is to satisfy and retain their customers. Previous research showed that contented hotel guests are more likely to revisit a hotel than guests who were somehow dissatisfied (Schall, 2003). South Florida is one of the most attractive destinations in the U.S. for tourists. The hotel industry in South Florida has grown rapidly in recent years to serve the increasing number of tourists. However, studies regarding the hotel industry in South Florida are limited. This study attempted to scrutinize and investigate the relationship between service quality and customer loyalty in the hotel industry in …

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Grand Hyatt Hong Kong Training Academy: Achieving Business Results, Vida W. Chow Dec 2005

Grand Hyatt Hong Kong Training Academy: Achieving Business Results, Vida W. Chow

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this study is to identify the essential elements, both tangible and intangible, of establishing a training academy at the Grand Hyatt Hong Kong in order to achieve business objectives in a rapidly changing and competitive global environment in the hospitality industry. With the phenomenal growth of the tourism industry in Hong Kong, Macau, and the neighboring area in China, there is a growing competition in acquiring, retaining, and developing talents in the labor market. Having a well-established training academy is not only critical in consistently delivering the brand promises to the external customers, it is also fundamental …

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A Day In The Life Of A Casino Host, Chu-Huan Liu Nov 2005

A Day In The Life Of A Casino Host, Chu-Huan Liu

UNLV Theses, Dissertations, Professional Papers, and Capstones

Casinos usually hire junket representatives and casino hosts to act as a liaison between casino marketing departments and proven high-end guests. Junket representatives are usually independent agents who bring players into a particular casino; in return, they are compensated with commission by that casino. If these players do not spend enough time and money in playing, the casino simply loses interest in that representative. Casino hosts are in-house marketing employees who are fully responsible for retaining the existing good patrons and to bring in potential new guests (Makens & Bowen, 1994).

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Premier, Dean Mann, Robyn Campbell-Ouchida, Russell Dazzio, Tony Allen, Karen Sharp Oct 2005

Premier, Dean Mann, Robyn Campbell-Ouchida, Russell Dazzio, Tony Allen, Karen Sharp

Premier: The Magazine of the UNLV Harrah Hotel College

No abstract provided.

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The Hiring Of Wynn Las Vegas, Robert E. Murray Iii Oct 2005

The Hiring Of Wynn Las Vegas, Robert E. Murray Iii

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this study is to examine the various human resource processes and systems that were established by Wynn Las Vegas. With a hiring of this magnitude the human resource team at Wynn faced many unique challenges. This study records these difficulties and also the decisions that were made that allowed Wynn to overcome these obstacles. Through the examination of the Wynn Las Vegas process this study will also give other employers who are considering doing a large scale mass hiring some ideas on what they should expect regarding on line hiring. It will also show how other executives …

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Determinants Of Repeat Visitation For Las Vegas “Locals” Casinos, David D. Ross Oct 2005

Determinants Of Repeat Visitation For Las Vegas “Locals” Casinos, David D. Ross

UNLV Theses, Dissertations, Professional Papers, and Capstones

The proliferation of gaming is unprecedented. As many states look to gaming as a source of revenue for a poor fiscal policy, this research becomes more valuable. Many people fail to make the correlation between these new jurisdictions, Tribal or Indian gaming opportunities, and the “locals” market. The argument is, not many people are traveling to Barona or Harrah’s Rincon outside of San Diego, California for their vacation from New York City. Therefore, these primary markets are considered to be more localized. Localized markets could be referred to as geographic segmentation as opposed to other segmentation strategies. The strengths of …

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Agglomeration Effects And Strategic Orientations: Evidence From The U.S. Lodging Industry, Linda Canina, Cathy A. Enz, Jeffrey S. Harrison Aug 2005

Agglomeration Effects And Strategic Orientations: Evidence From The U.S. Lodging Industry, Linda Canina, Cathy A. Enz, Jeffrey S. Harrison

Cathy A. Enz

This study provides evidence regarding the strategic dynamics of competitive clusters. Firms that agglomerate (co-locate) may benefit from the differentiation of competitors without making similar differentiating investments themselves. Alternatively, co-locating with a high percentage of firms with low-cost strategic orientations reduces performance for firms pursuing high levels of differentiation. Further, the lowest-cost providers with the greatest strategic distance from the norm of the competitive cluster reap the greatest benefit from co-location with differentiated firms. We find empirical support for these ideas using a sample of 14,995 U.S. lodging establishments, and controlling for a number of key demand-shaping factors.

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Analysis Of Town Center Mixed-Use Developments To Determine Key Retailer Success Factors, Kelly G. Atkins Aug 2005

Analysis Of Town Center Mixed-Use Developments To Determine Key Retailer Success Factors, Kelly G. Atkins

Masters Theses

The socio-economic changes and the population growth concentrated in cities in the U.S. have resulted in increasing interest in urban life that combines living, shopping and work in one centralized location. This type of area, called a mixed-use development, meets the needs of changing American lifestyles. To build successful retail businesses in the mixed-use developments, more information must be identified concerning key retail success factors. Based upon this need, this study examined the town center mixed-use development through case studies. The scope ofthe study included identifying successful town center mixed-use developments in the U.S., identifying locations for each case study …

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Triple Bottom Line Event Evaluation: A Proposed Framework For Holistic Event Evaluation, Liz Fredline, Michael Raybould, Leo Jago, Marg Deery Jul 2005

Triple Bottom Line Event Evaluation: A Proposed Framework For Holistic Event Evaluation, Liz Fredline, Michael Raybould, Leo Jago, Marg Deery

Michael Raybould

Although there has long been an interest in measuring the economic impacts of events, it is only relatively recently that concern about the sustainability of event tourism has driven an imperative to develop methods for evaluating and monitoring other sorts of impacts including social and environmental. This trend mirrors moves in general tourism and business more broadly where discussion about triple bottom line reporting underpins a move for enterprises to be accountable to stakeholders, not only in regard to the economic bottom line, but also with regard to their “footprint” on the environment and on society more broadly. There is …

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Charitable Gambling In Nevada, J. Thomas Rainwater May 2005

Charitable Gambling In Nevada, J. Thomas Rainwater

UNLV Theses, Dissertations, Professional Papers, and Capstones

This is an exploratory study about charitable gambling in Nevada. In the 1990 General Election, the voters of Nevada passed Question 2, which amended the Nevada State Constitution to allow lotteries to be operated by charitable organizations for fundraising purposes.1 Up to this point in time, lotteries of all kinds were banned by the Nevada Constitution since its passage in 1864, during Nevada’s first legislative session. Following the 1990 General Election, the Nevada Legislature approved Assembly Bill (A.B.) 449 in 1991 which enacted by statute the parameters for operating a charitable lottery. The primary forms of charitable gambling in Nevada …

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Achieving Growth In The Luxury Market, Peter A. Maresco, Bridget M. Lyons May 2005

Achieving Growth In The Luxury Market, Peter A. Maresco, Bridget M. Lyons

WCBT Faculty Publications

Founded in 1928 as a luxury hotel-reservation processing company, The Leading Hotels of the World, Ltd, which is headquartered in New York City, has evolved into a highly recognizable luxury brand within the luxury hotel market. The company has spent the last decade transforming itself from a reservation-processing company into a luxury powerhouse. Leading Hotels provides a compelling lesson in how to effectively achieve growth in the luxury market and today has positioned itself to meet its vision: To become the preeminent provider of products and services to luxury hotels and to the luxury marketplace. This article looks at how …

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Use Of Call Monitoring To Enhance Hotel Service Quality, Jae-Yoon Rim May 2005

Use Of Call Monitoring To Enhance Hotel Service Quality, Jae-Yoon Rim

UNLV Theses, Dissertations, Professional Papers, and Capstones

Call monitoring has been employed by both the manufacturing and service industries for the purpose of improving their service quality (Dilauro & Lubowsky, 1998; Fleischer, 2003; Fleischer & O’Herron, 2004; Miciak & Desmarais, 2001; Spencer, 2005). The ultimate goal behind the efforts to improve service quality is to enhance the firm’s business practices by increasing customer satisfaction (Fleischer, 2003; Fleischer & O’Herron, 2004; Miciak & Desmarais, 2001). A positive relationship between customer satisfaction and business performance has been supported by many researchers (Bitner & Zeithaml, 2003; Bou-Llusar, Camison-Zornoza, & Escrig-Tena, 2001; Dubrovski, 2001; Row & Barnes, 1998). Those researchers similarly …

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The Professional Career Paths Of Members Of The Nevada State Gaming Control Board, Jason Woywod Apr 2005

The Professional Career Paths Of Members Of The Nevada State Gaming Control Board, Jason Woywod

UNLV Theses, Dissertations, Professional Papers, and Capstones

The Nevada State Gaming Control Board’s main duty is to regulate Nevada’s gaming industry. The gaming industry in Nevada had seen a rapid growth in gaming revenue within the last fifty years which resulted in the casino industry being taken over by large corporations and becoming very powerful. When private industries become very powerful, they can easily persuade their regulating committees to create policies that benefit the industry and not the general public. The Capture Theory, which was originated by George Stigler, explains that regulators commonly become captured by the industry which they regulate. Moreover, once the individual regulators leave …

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The Great American Menu: Work Closely With Your Designer And Printer To Create Your Best Seller, Dave Pavesic Mar 2005

The Great American Menu: Work Closely With Your Designer And Printer To Create Your Best Seller, Dave Pavesic

Hospitality Faculty Publications

No abstract provided.

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The Psychology Of Menu Design: Reinvent Your 'Silent Salesperson' To Increase Check Averages And Guest Loyalty, Dave Pavesic Feb 2005

The Psychology Of Menu Design: Reinvent Your 'Silent Salesperson' To Increase Check Averages And Guest Loyalty, Dave Pavesic

Hospitality Faculty Publications

No abstract provided.

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Employee Motivation: A Comparison Of Tipped And Non-Tipped Hourly Restaurant Employees, Catherine Johnson Jan 2005

Employee Motivation: A Comparison Of Tipped And Non-Tipped Hourly Restaurant Employees, Catherine Johnson

Electronic Theses and Dissertations

Employee motivation shall be defined by Robbins (as cited in Ramlall, 2004) as: "the willingness to exert high levels of effort toward organizational goals, conditioned by the effort's ability to satisfy some individual need." To engage in the practice of motivating employees, employers must understand the unsatisfied needs of each of the employee groups. This study desires to provide practitioners in the restaurant industry the ability to recognize motivators for these different employment groups and their relationship to organizational commitment. The restaurant industry consists of two types of employees: salaried and hourly. This study focuses on hourly employees, and their …

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Theoretical Analysis Of "Academic Credibility And The Hospitality Curriculum" : The Image Problem, Babs L. Cole Jan 2005

Theoretical Analysis Of "Academic Credibility And The Hospitality Curriculum" : The Image Problem, Babs L. Cole

Hospitality Review

Social issues are assessed from different perspectives. The purpose here is to evaluate one short article in terms of interpretive social theory and then briefly assess it in terms of functionalism, conflic theory and critical theory.

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Management Compensation As A Value-Added Competitive Method For Casual Theme Restaurants, Kevin S. Murphy, Robin B. Dipietro Jan 2005

Management Compensation As A Value-Added Competitive Method For Casual Theme Restaurants, Kevin S. Murphy, Robin B. Dipietro

Hospitality Review

The primary purpose of this study is to propose that the management compensation package at Outback Steakhouse is a value-adding competitive method. Specifically the research focused on a survey of general manager's altitudes in regards to their intentions to seek out new employment and the effect of the compensation plan provided by Outback Steakhouse on the managers' intentions. This research will provide insight into the use of compensation packages and programs as proactive, value-adding competitive methods in retaining good quality managers it casual theme restaurants.

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Fresh Food Vending Trends And Practices, Ronald F. Cichy, Jeffery D. Elsworth, Larry M. Eils Jan 2005

Fresh Food Vending Trends And Practices, Ronald F. Cichy, Jeffery D. Elsworth, Larry M. Eils

Hospitality Review

Fresh food vending represents $1.5 billion in sales each year in the United States. The implications for a better understanding of fresh food vending are significant in terms of profitability and improved market share for vending operators. Of equal importance is a better understanding of the significance of the route driver on the overall fresh food vending operation. Developing a better understanding of this area of the food service industry will help vending operators increase profits and provide better product choices to consumers

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Who Shook Big Mac?: Panera Bread Co., Kyuho Lee, Melih Madanoglu Jan 2005

Who Shook Big Mac?: Panera Bread Co., Kyuho Lee, Melih Madanoglu

Hospitality Review

The authors identify the firm-specific core competencies that Panera Bread has relied on to achieve a competitive advantage in its business domain. The study illustrates how the company scans the dynamically changing environments and tailors their products and services in accordance with these changes.

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Strategic Approach To Smoking Bans: Delaware Gaming Industry, John W. O'Neill, Qu Xiao Jan 2005

Strategic Approach To Smoking Bans: Delaware Gaming Industry, John W. O'Neill, Qu Xiao

Hospitality Review

A study of Delaware’s statewide smoking ban suggests that it may have had a significant negative economic impact on the state’s gaming industry. However, such impact may vary in different segments of the hospitality industry, and therefore, must be examined strategically and on a case-by-case basis. The specific market environment, including both demand and competition of each state or each municipality, should be carefully analyzed by both governmental decision makers and by hospitality operators who influence these decision makers.

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Visitor At-Destination Search For Travel-Related Services, Robin B. Dipietro, Denver Severt, Paul Rompf, Peter Ricci Jan 2005

Visitor At-Destination Search For Travel-Related Services, Robin B. Dipietro, Denver Severt, Paul Rompf, Peter Ricci

Hospitality Review

The phenomenon of at-destination search activity and decision processes utilized by visitors to a location is predominantly an academic unknown. As destinations and organizations increasingly compete for their share of the travel dollar, it is evident that more research need to be done regarding how consumers obtain information once they arrive at a destination. This study examined visitor referral recommendations provided by hotel and non-hotel ''locals" in a moderately-sized community for lodging, food service, and recreational and entertainment venues.

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Impact Of Employee Management On Hospitality Innovation Success, Michael C. Ottenbacher, Michael Howley Jan 2005

Impact Of Employee Management On Hospitality Innovation Success, Michael C. Ottenbacher, Michael Howley

Hospitality Review

The author report on a survey of 185 hospitality manager to examine which employee management practices are associated with success in hospitality innovations. The result suggest that successful new hospitality projects are guided by a strategic human resource management approach, have higher level of training, implement behavior- bared evaluation of their front-line staff and empower their employees.

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A Multi-Criteria Decision-Making Approach To Compare And Contrast The Websites Of China-Based And U.S-Based Hotels, Rob Law, Kathy Liang Jan 2005

A Multi-Criteria Decision-Making Approach To Compare And Contrast The Websites Of China-Based And U.S-Based Hotels, Rob Law, Kathy Liang

Hospitality Review

The improvement in living standards and the development of telecommunications have led to a large increase in the number of Internet users in China. It has been reported by China National Network Information Center that the number of Internet users in China has reached 33.7 million in 2001, ranting the country third in the world. This figure also shows that more and more Chinese residents have accepted the Internet and use it to obtain information and compete their travel planning. Milne and Ateljevic stated that the integration of computing and telecommunications would create a global information network based mostly on …

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Model Of Service Quality: Customer Loyalty For Hotels, Brenda Mak, Janet Sim, David Jones Jan 2005

Model Of Service Quality: Customer Loyalty For Hotels, Brenda Mak, Janet Sim, David Jones

Hospitality Review

The authors investigate the relationship between loyalty and perceived service quality of hotel customers and discus managerial implications to develop strategies to enhance loyalty of hotel customers. A survey was conducted among customers in the San Francisco Bay Area. Results indicate that customer loyalty is dependent on perceived service quality which is observed in terms of timelines, facilities, and ambience.

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How Do Tourist Guides Add Value To An Ecotour? Interpreting Interpretation In The State Of Amazonas, Brazil, Ester Periera Jan 2005

How Do Tourist Guides Add Value To An Ecotour? Interpreting Interpretation In The State Of Amazonas, Brazil, Ester Periera

Hospitality Review

In Ecotourism, interpretation by a guide creates or shapes the experience for the tourist, differentiating one episode from another. As such, the guide S interpretation adds value to the tourism product and contributes to the visitor S experience. This paper discussed the role of interpretation by guides in the State of Amazonas, Brazil, finding in them patterns from which lessons may be drawn. Given the intangibility of the Ecotourism product, this paper argues that it is the guide who defines the quality of the product. The guide may draw the tourist toward or away from sustainable practices, and significantly contributes …

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South Beach Wine And Food Festival - Why Participate?, Henrik Lilleheim, Reidar J. Mykletum, William J. Quain, Christer Engstom Jan 2005

South Beach Wine And Food Festival - Why Participate?, Henrik Lilleheim, Reidar J. Mykletum, William J. Quain, Christer Engstom

Hospitality Review

This paper studies why restaurants, wineries, and other exhibiters participate in Wine & Food festivals. We hypothesized [hat the purpose was to acquire new customers thru promotional involvement in the festival. A secondary outcome was to ascertain if there were differences in motivation between the three groups. A survey was conducted of participating companies in one of the largest Food & Wine festivals. We found differences in what motivated winery participants from restaurants or other exhibitors. A discussion of these differences and how festival organizers may aid participants in achieving their goals is presented.

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Economic Growth And Recession Time Periods: Their Effect Upon Pleasure Travelers Visiting Florida Theme Parks, Mark A. Bonn, H. Leslie Furr, Mo Dai Jan 2005

Economic Growth And Recession Time Periods: Their Effect Upon Pleasure Travelers Visiting Florida Theme Parks, Mark A. Bonn, H. Leslie Furr, Mo Dai

Hospitality Review

Two tourism-oriented travel samples were drawn from recent time periods that represented economic growth (expansion) and recession cycles in the O: S. economy. Analysis suggests that during the recession period, a greater percentage of theme park visitors chose to travel by air. Second, theme park travelers were more likely to visit friends or fami4 during the recession period. Third, recession theme park travelers were 10 years older, on the average, than their rapid growth counterparts. The average age difference of theme park visitors was found to be significantly different during cyclical economic periods. Research findings support the need for additional …

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Beginning To Explore Dashboard Dining, David Walczak Jan 2005

Beginning To Explore Dashboard Dining, David Walczak

Hospitality Review

It can be nutritious and healthy if done right. Fruits and vegetables, a granola bar, smoothie, or some fresh squeezed Florida orange juice would be good choices. On the other hand, it can poison you. Perishable protein and dairy products must be packed in a well- insulated cooler with plenty of ice and a refrigerator thermometer kept inside to en-sure the food stays below 40 degrees Fahrenheit. If you are not completely safe, it can kill you. According to Hagerty Insurance of Traverse City, Michigan, the top ten worst foods to consume are coffee, hot soups, tacos, chili, juicy hamburgers, …

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An Analysis Of Information Technology Publications In Leading Hospitality Journals, Rosanna Leung, Rob Law Jan 2005

An Analysis Of Information Technology Publications In Leading Hospitality Journals, Rosanna Leung, Rob Law

Hospitality Review

In response to the recent wide-scale applications of lnformation Technology (I/T) in the hospitality industry, this study analyzed articles in leading hospitality research journals, including the International Journal of Hospitality Management, Cornell Hotel and Restaurant Administration Quarterly, and the Journal of Hospitality & Tourism Research published in the period 1985 to 2004. A total of 1,896 full-length papers were published in these journals during the study period. Excluding book reviews, research notes, and comments from editors and readers, 130 full-length IT-related papers were identified. These papers were then grouped into six defined categories of IT. The findings revealed that during …

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