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Customer Relationship Management : A Content Analysis Of Issues And Best Practices, Samit Chakravorti

FIU Electronic Theses and Dissertations

This dissertation is a study of customer relationship management theory and practice. Customer Relationship Management (CRM) is a business strategy whereby companies build strong relationships with existing and prospective customers with the goal of increasing organizational profitability. It is also a learning process involving managing change in processes, people, and technology. CRM implementation and its ramifications are also not completely understood as evidenced by the high number of failures in CRM implementation in organizations and the resulting disappointments.

The goal of this dissertation is_ to study emerging issues and trends in CRM, including the effect of computer software and the …

Ranking Of U.S Hospitality Graduate Programs: 2002-2003, Michael G. Brizek, Mahmood A. Khan

Hospitality Review

Compared to other disciplines, graduate programs in hospitality and tourism management are in their infancy. Rapid changes within the business environment have prompted students in this field to drop a higher level of problem solving skills and scholarship. As the number of graduate programs in hospitality and tourism grows to meet this demand, the need also arises to evaluate each program k resources and contributions to graduate education. This study examines both masters and doctoral degree granting programs in hospitality and tourism management. All institutions were evaluated and ranked based on selected tangible criteria. Rankings of the programs, which were …

Would A Restaurant Menu Item By Any Other Name Taste As Sweet?, Tim Lockyer

Hospitality Review

The purpose of this paper is to examine the use of words on a restaurant menu, and to evaluate the impact that they have on the selection of menu items. The research comprised two distinct parts. First, four focus groups were held examining responses to five menus, each with the same menu items but using different wording. The results from the focus group analysis were used to develop a survey which was more widely distributed. From the focus group it was revealed that the occasion and participants in the dining experience influence the wording for menu item selection. Respondents discussed …

A Study Of Online Hotel Reservations On Asia Pacific-Based, European-Based, And North American-Based Travel Websites, Rob Law, Andrew Cheung

Hospitality Review

This paper reports a study that examined hotel reservation services on travel websites. Using a systematic search, 90 travel websites were selected with an equal number of North American-based, European-based, and Asia Pacfic-based websites. These regions represent the areas of the world with the most Internet users. Based on the developed framework of information quality, the contents of the selected travel websites were evaluated. Be empirical results indicated that the travel websites achieved different levels of quality in online information, and that North American-based websites performed significantly better in some attributes.

Restaurant Customer Loyalty: A Qualitative Assessment Of Niche Brands, Billy Bai, Matthew Buxton, Gail Sammons, Stowe Shoemaker

Hospitality Review

Using the Loyalty Triangle framework developed by Lewis and Shoemaker (1999) and focus group methodology, the study examined how a niche brand restaurant best achieved long-term loyalty. Results indicate that customers are loyal to a niche brand because of the unique characteristics inherent to the brand. Customers have higher perceptions of such qualities as the presentation of service, consistency of product, and the benefits offered by the loyalty program than characteristics that are shared across all brands. Niche brand restaurants can be more effective in developing these qualities to promote customer loyalty.

Examining The Impact Of Service Times On Overall Guest Satisfaction Perception In The Casual Dining Environment, Eric R. Tobin, Lynn M. Huffman

Hospitality Review

A mystery shopper study was used to examine the influence of service times on customer satisfaction. The impact of management emphasis on service quality was also examined. In the restaurants studied, service time influenced customer satisfaction. Management attention to service time improved performance in direct relationship to the level of emphasis.

Searching For The Holy Grail Of International Education: Feedback From Hospitality Management Study Abroad Participants, Hubert B. Van Hoof

Hospitality Review

This article reports on a study done among hospitality management students who participated in study abroad programs between January 2001 and May 2003. The participants in the study were both incoming students to the US and outgoing students from the US. The study investigates, among other things, why they had decided to study abroad, why they had selected a particular institution, how their home institution compared to the partner institution abroad, and what they perceived to be the benefits and relevance of their international experiences. It was found that respondents were generally very positive about the study abroad experience. Some …

The Impact Of Hotel Size And Service Type On Employee Job Satisfaction, Daniel J. Mount, Willaim D. Frye

Hospitality Review

There has been no research on the impact of hotel size and service type on employee satisfaction. Yet the distinction between service types (limited service and full service) has become commonplace and the dynamics and organization of these hotels are decidedly different. This study finds that differences are evident in certain aspects of employee satisfaction based on size and service type.

Visible Body Modification (Vbm): Operationalizing Grooming Standards, Nancy Swanger

Hospitality Review

The purpose of this study was to build on a previous one that focused on the effect of visible body modification (WM) on employment. In this study, samples from actual employee manuals used in the hospitality industry were collected and analyzed, specifically looking at policies regarding visible tattoos and body piercings. Examples from those employee manuals are presented, along with suggestions for operators looking to change or clarify their grooming standards.

The Emotional Intelligence Of National Automatic Merchandising Association (Nama) Vending And Coffee Services Industries Executives: A Pilot Study, Ronald F. Cichy, Richard M. Geerdes, Jaemin Cha

Hospitality Review

The authors report the pilot study focused on identifying the emotional intelligence (El) of leaders in the automatic merchandising and coffee service industries. The data were collected from 39 executives, members of National Automatic Merchandising Association (NM), who attended 2005 Executive Development Program on the campus of Michigan State University. Three elements of EI- IN, OUT, RELATIONSHIP for these leaders are discussed.

Service Quality And Black Customer Satisfaction - A Perspective On The United States Restaurant Industry, Ivan B. Turnipseed, Karl J. Mayer

Hospitality Review

This paper examines the issue of racial discrimination of Black United States (U.S.) restaurant patrons from a service quality and customer satisfaction perspective. In spite of the progress the industry has made in recent years to alleviate this problem, many contemporary examples clearly demonstrate that racial discrimination is still of great concern. The articles stresses the importance of an ethical approach in human resource management-intensive and offers suggestions for reducing discriminatory practices in U.S. restaurant service delivery.

Club Medic, Marvin J. Cetron, Frederick J. Demicco

Hospitality Review

For most of us, getting sick is a good way to ruin a vacation. However, for growing numbers of people, needing to see the doctors the whole point of going abroad. When they require surgery or dental work, thy may combine treatment with a trip to the Taj Mahal, A photo safari on the African veldt, or a stay at a luxury hotel-or at a hospital that feels like one – all at bargain-basement prices. This is medical tourism, and it is one of the hottest niche markets in the hospitality industry.

A Critical Review Of The Implied Cost Of Equity: A New Way To Estimate The Expected Return, Seoki Lee, Atrun Upneja

Hospitality Review

For the last three decades, the Capital Asset Pricing Model (CAPM) has been a dominant model to calculate expected return. In early 1990% Fama and French (1992) developed the Fama and French Three Factor model by adding two additional factors to the CAPM. However even with these present models, it has been found that estimates of the expected return are not accurate (Elton, 1999; Fama &French, 1997). Botosan (1997) introduced a new approach to estimate the expected return. This approach employs an equity valuation model to calculate the internal rate of return (IRR) which is often called, 'implied cost of …

Perceptions Of The Beach Users: A Case Study Of The Coastal Areas Of North Cyprus Towards Establishment Of A "Carrying Capacity", Habib Alipour, Mehmet Altinay, Kashif Hussain, Nazita Sheikhani

Hospitality Review

Within the main elements of economic sustainability, socio-cultural sustainability, and environmental sustainability, the criteria of 'carrying capacity’ have ben emphasized through residents’ perception analysis to explore practical methods towards the application and implementation of such criteria. As data analysis revealed, the main tourist resources in the case of North Cyprus –the coast and the beach- have a certain capacity to sustain the impact and pressure of tourism. Despite the significance of the indigenous environment and with respect to the residents’ perception of optimum carrying capacity levels, this issue has not been given a due consideration. This has resulted in a …

Electronic Channels Of Distributions: Challenges And Solutions For Hotel Operators, Pearl Brewer, Andrew Hale Feinstein, Billy Bai

Hospitality Review

This paper addresses the issues of hotel operators identifying effective means of allocating rooms through various electronic channels of distribution. Relying upon the theory of coercive isomorphism, a think tank was constructed to identify and define electronic channels of distribution currently being utilized in the hotel industry. Through two full-day focus groups consisting of key hotel electives and industry practitioners, distribution channels wen identified as were challenges and solutions associated with each

Empowering Catering Sales Managers With Pricing Authority, Vincent P. Magnini, John N. Gaskins

Hospitality Review

In the hotel business, catering sales managers often encounter potential clients who expect to negotiate for items such as room rental fees, audiovisual charges, and bartending fees. This article addresses both the advantages and disadvantages of empowering sales managers with the authority to reduce or waive these charges. Thus, hoteliers are advised to extend a structured yield management mindset into the hotel’s function-space area.

Differential Impacts Of Information Technology Services In The Korean Hotel Industry: A Study Of Management Perceptions, A.J. Singh, Hong Bumm Kim, Chang Huh

Hospitality Review

Successful introduction of information technology applications in various operations of hotel management is vital to most service firms. In recent decades, technologies of information, automation, and communication are increasingly recognized as essential components of a hotel company’s strategic plan. In this study, 62 super-deluxe hotels (5 star), deluxe hotels (4 star), and tourist hotels (3 star) in Korea are examined for differences in the impact of information technology services on guest’ satisfaction, guest convenience, and operational efficiency. The findings generally suggest that the impacts of information technology-enhanced services vary according to the category of hotels in Korea. The results of …

Bankruptcy Situation Model In Small Business: The Case Of Restaurant Firms, Yang Hwae Huo

Hospitality Review

The purpose of this paper is to describe and discuss the current bankruptcy prediction models. This is done in the context of pros and cons of proposed models to determine the appropriate factors of failure phenomenon in cases involving restaurants that have filed for bankruptcy under Chapter 11. A sample of 11 restaurant companies that filed for bankruptcy between 1993 and 2003 were identified from the Form 8-K reported to the Securities and Exchange Commission (SEC). By applying financial ratios retrieved from the annual reports which contain, income statements, balance sheets, statements of cash flows, and statements of stockholders’ equity …