Business Administration, Management, and Operations Commons^™

National Hospitality Conference 2013: A Report, James Peter Murphy

Reports

Theme of the Conference – Doing business better

Hospitality Review Volume 31 Issue 2 2013, Fiu Hospitality Review

Hospitality Review

No abstract provided.

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, …

Principles And Practices Of Bar And Beverage Management, James Peter Murphy

Books/Book Chapters

Principles and Practices of Bar and Beverage Management is a comprehensive text and resource book designed to explain the latest developments and new complexities of managing modern bars - be they stand alone or part of larger institutions such as hotels and resorts.

Consumer expectations have changed, and a bar today must deliver an integrated social experience in a safe modern environment, which also offers the latest products and services in a professional and engaging fashion. Against a background of increasing competition and an increasingly sophisticated customer base, this text has been designed to support the bar and beverage skills …

The Impact Of Airport Service Quality Dimension On Overall Airport Experience And Impression, Redha Widarsyah

UNLV Theses, Dissertations, Professional Papers, and Capstones

This research examines the relationship between seven airport service dimensions (Access, Services and Facilities, Dining, Shopping, Service Personnel and Security, Environment, and Immigration and Customs) and overall passenger perceptions of service quality. The study used convenience sampling collecting data from a total of 304 travelers who were passengers at four major international airports in the West Coast region of United States - Las Vegas McCarran International, Los Angeles International, San Francisco International, and Seattle-Tacoma International. The data was collected online through Qualtrics with a self-administered questionnaire and it was analyzed using multiple linear regression.

Airport access, environment, dining, and immigration …

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

Helen LaVan

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 …

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 …

Hare And Tortoise: How Do Price Change Patterns Affect Propensity To Book, Zhuoyang Li

Open Access Theses

With an increasing using of online booking, hotel room rate changing information becomes nearly transparent to consumers. And this trend encourages deal-seeking consumer behaviors, which are based on price change information. So hotels can influence consumers' propensity to book through managing price changes. The present study aims at examining consumers' propensity to book in a more realistic context by introducing two conditions: different price changing patterns and interaction between price-moving trends and price patterns. It is important for hotel managers to understand the impact of different price change trends and patterns because price changes can directly affect consumer perception and …

The Effect Of Online Customer Reviews On Customer's Perceived Risk Associated With Online Leisure Hotel Booking, Biwei Yang

Open Access Theses

As online shopping is widely used in the hospitality industry, research in this field constantly strives to understand the customer behavior in online purchasing activities. Online customer reviews (OCRs) and perceived risk have been extensively evaluated in previous studies in related with online purchasing. In spite of the large body of work on the topic of OCRs effect on consumer behavior, it is still unclear that how OCRs affect the decision process of the consumers when they make online booking. Due to the intangibility of hospitality or tourism product and the nature of online booking, risk perception is considered as …