Hospitality Administration and Management Commons^™

Are There Gender Differences In What Drives Customer Delight?, Edwin Torres, Xiaoxiao Fu, Xinran Lehto

Rosen Faculty Scholarship and Creative Works

Purpose– This paper aims to understand how male and female hotel guests become delighted customers. It aims to present the similarities and differences along with respective implications for theory and application.

Design/methodology/approach– During a period of three months, tourists were interviewed at an upscale Florida hotel. A total of 208 semi-structured interviews were conducted. The script for the interviews was based on an interview protocol used by Crotts et al. Adapted from a previous customer delight study (Torres and Kline), a codebook was developed to determine the salient themes that emerged during the interview process. Interviews were coded independently by …

E-Premier, Stowe Shoemaker, Katherine Jackson, Jeremy Aguero, Ericka Aviles, Christopher P. Cain

Premier: The Magazine of the UNLV Harrah Hotel College

No abstract provided.

Overcoming The “Dual-Delivery” Stigma: A Review Of Patient-Centeredness In The Costa Rica Medical Tourism Industry, Alicia Mason

Faculty Submissions

Due to the growing globalization of health care and an increase in access to technology many consumers are utilizing the World Wide Web for securing medical services abroad, a phenomenon commonly known as medical tourism. The current investigation employs an emic cultural approach for analyzing the Western concept of patient-centeredness within several public and private medical facilities within Costa Rica. Through a detailed field investigation and personal interviews with directors of Costa Rica’s largest accrediting institutions (AAAAF and ProMed), hospital organizations, and private health clinics an interpretative framework for evaluating patient-centeredness and quality of care is offered. Discussion, implications, and …

The Effect Of Airport Servicescape Features On Traveler Anxiety And Enjoyment, Vanja Bogicevic

USF Tampa Graduate Theses and Dissertations

The physical attributes of the service setting are critical differentiators among service providers that significantly influence customers' emotional responses. Following the changes in the airport industry and addressing the gap in the existing research, this study aims to investigate the relationship between physical servicescape elements, emotional responses of enjoyment and anxiety and word-of-mouth in the context of airport environment.

This study was conducted in three phases. The first phase incorporated an EFA conducted on a pilot study sample of 174 respondents that proposed a six-factor structure of airport service environment. In the second phase of the study, a self-administered online …

Loyalty Programs: An Examination Of The Best Practices In Selected Luxury Chain Hotels, Julie Poincenot

Recreation, Parks, and Tourism Administration

Loyalty programs enable companies to reward their return customers. In the hotel industry, a loyalty program is a useful and beneficial tool to improve their customer service and entice their guests to stay with them on return visits. The purpose of this study was to conduct a best practices study on loyalty programs in luxury hotel chains. The researcher used a best practices matrix to examine the loyalty programs of Fairmont Hotels and Resorts, Omni Hotels and Resorts, and Kimpton Hotels and Restaurants. The study found that companies should benchmark their programs by aligning their benefits with companies similar to …

Customer Satisfaction Index Of Singapore 2013: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. Customer responses are derived from Singapore’s resident population and visiting tourists, primarily through face-to-face surveys. This study serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2013. Singapore’s 2013 national score is computed using the data collected during these four quarters.

The Domestic Death Of A Global Icon? A Situational Analysis Of The Irish Public House, Gail Cotter Buckley, Angela Wright

Dept. of Organisation & Professional Development Publications

The public house has formed an intrinsic part of the Irish way of life for centuries, but it may soon be gone due to changes in demographics, alcohol consumption, and other variables including psychographic and geographic factors. Changes in Irish society during the rise in affluence characteristic of the Celtic Tiger era, and applicable Government policies have all played a role in altering the Irish pub culture. This research examines the current situation of the public house market in Ireland today with an aim of recommending some viable solutions to this declining industry. Government intervention in the future will be …

Developing Food Provenance In The 'Boyne Valley', Dermot Seberry

Other resources

A presentation on how Best Practice Food Tourism Initiative can be used across Ireland

Reducing Conflict And Violence In Hospitality Establishments., James Peter Murphy

Conference papers

Bar owners and staff members must be more concerned about safety and security issues. This is the result of a variety of factors, most notably recent legislative changes at national and international level and the subsequent high costs of assaults (including costs relating to litigation and compensation). Poor health, safety and security standards place staff members and customers at risk of serious injury if not death; employers suffer in terms of lost productivity and potentially higher premiums and the morale of the staff, as well as the industrial relations climate in the bar, can be adversely affected. At a minimum, …

Waste Management And Energy Recovery: A Significant Business Issue, James Peter Murphy

Conference papers

Waste Management and energy recovery has become a significant business issue for hospitality establishments in recent years. Hospitality establishments have to be more concerned about waste in their businesses and be able to adopt systems to reduce, reuse and recover waste. This challenge is the result of a variety of factors, most notably the charges involved in waste removal and cost of every businesses energy needs. Costs have grown dramatically, landfill capacity has become increasingly scarce and expensive. Stringent legislation has been introduced around the world to ensure optimum waste management and energy recovery practices in hospitality businesses. Opportunities have …

Cocktails: Profitable Assets Or Expensive Beverage Offerings, James Peter Murphy

Conference papers

Cocktails have become very popular in the majority of hospitality and licensed premises in recent years. Customer demands for contemporary and classic cocktails has driven demand. The training, innovation, equipment, new brands and exotic glassware, have all contributed to the overall success and interest in these drinks. It is crucial before you decide to enter into the cocktail area of your overall drinks offerings to ensure that you have all the elements required to build success and maintain a healthy business. Many establishments in the past have entered in the cocktail area only to exit after a short space of …

Seeing Others As Others See Us, James Peter Murphy

Conference papers

The many challenges to the bar industry today include increased competition from a variety of entertainment sources, Bar owners recognize that other establishments are providing a similar offering sometimes at lower prices. This realization has brought about an increased focus on the care of customers and their viewpoints. Customers encounters can include attitudes of indifference from staff and poor overall service. Dissatisfied customers usually talk to others about their dissatisfaction and the negative effect of this outcome can paralyze, all your best pro-active customer and marketing efforts. It costs, on average, five times as much to win a new customer …

Are Your Cellars Safe?, James Peter Murphy

Conference papers

Bar owners have to be more concerned about health, safety and security issues. This is the result of a variety of factors, most notably recent legislative changes at national and international level and the subsequent high costs of accidents (including costs relating to litigation and compensation). Poor health, safety and security standards place staff members and customers at risk of serious injury if not death; employers suffer in terms of lost productivity and potentially higher premiums’ and the morale of the staff, as well as the industrial relations climate in the bar, can be adversely affected. At a minimum, bar …

Managing The Responsible Service Of Alcohol: Are We Meeting Our Obligations?, James Peter Murphy

Conference papers

Recent research studies indicate that customers and individuals are drinking no more than their parents were drinking 15 years ago but the frequency, strength of drinks, and amount of drinks consumed per session has increased. These irrational drinking patterns have created a binge drinking culture. Bar staff and management have the task of serving and dealing with all types of people from all walks of life and status of society, this is an enjoyable and rewarding part of the job. However there are many occasions when they have to deal with people who may well have on occasion for various …

Enter Conference 2014 Closing Address, Patrick Horan

Other resources

ENTER Conference 2014 Closing Address

Irish Etourism Day - Opening Address, Patrick Horan

Other resources

No abstract provided.

Enter Conference 2014 Opening Welcome Address, Patrick Horan

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ENTER Conference 2014 Opening Welcome Address

Enter Conference - Phd Symposium Opening Address, Patrick Horan

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ENTER Conference - PhD Symposium Opening Address

Enter Comes Of Age, Patrick Horan

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ENTER2014 - Where Social Inspiration meets Dynamic eTourism Innovation,

Dublin - 21st -24th January 2014

Annual Impact Of Paid Internship Programs At A Hospitality Management Program – A Case Of The Largest Hospitality Management Program In North America., Robertico R. Croes, Tadayuki Hara

Rosen Faculty Scholarship and Creative Works

Hospitality management programs across the nation increasingly favor internship programs in their academic curriculum. Internships play an important role in the reputation of academic program by widening the network with the industry and recruiting prospective students. However, little consideration has been given to the economic impact prompted by internship programs. This study focuses on the economic impact of paid internship over a regional economy. Paid-internship programs prompt economic transactions incurred as a consequence of payment of wages to the internship students in exchange for their labor inputs in the industries’ delivery of goods or services. In 2012, a total of …