Hospitality Administration and Management Commons^™

Exploring Effective Leadership Qualities Of Rural Hospital Ceos: A Qualitative Investigation, Karl Hittle

Theses & Dissertations

ABSTRACT

Exploring Effective Leadership Qualities of Rural Hospital CEOs:

A Qualitative Investigation

By: Karl Hittle

University of the Incarnate Word, 2024

Competent healthcare executives who successfully lead the healthcare delivery systems in small communities are limited in number despite the tremendous need for their expertise. Information describing the specific characteristics of successful Chief Executive Officers (CEOs) for rural medical centers is lacking in the current body of literature. This study investigates the leadership characteristics of successful rural hospital CEOs using information gleaned from those who have proven to be successful in this critical section of the healthcare industry. A qualitative …

Understanding The Motivations Behind Engaging With Hospitality-Related Facebook Fan Pages, Kunsoon Park, Xu Li

Journal of Global Hospitality and Tourism

Understanding the motivations behind social media participation is crucial for brand managers looking to enhance customer loyalty and attract new customers. This study explores the factors driving consumer engagement with hospitality brand Facebook pages, identifying key motivations and engagement patterns. Utilizing a comprehensive multi-phased methodology—descriptive analysis, factor analysis, canonical correlation analysis, cluster analysis, and discriminant analysis—data were gathered from a survey of 501 adults engaging with the Facebook page. The results show that consumers prioritize brand interaction, social integration, and information-seeking over entertainment or rewards. Two distinct consumer groups emerged: passive observers and active participants, with a preference for contributing …

Exploring New Frontiers In Hospitality And Tourism, Faizan Ali

Journal of Global Hospitality and Tourism

As we embark on the second issue of Volume 3 of the Journal of Global Hospitality and Tourism, we are presented with a rich and diverse collection of research that investigates contemporary challenges and innovations within our dynamic field. This issue features a diverse range of studies that illuminate emerging trends, address critical issues, and offer practical insights for both industry practitioners and academics.

Reducing Mega-Event Syndrome: A Case Study Of Expo 2020, Zehra Abdulla, Christopher S. Dutt

Journal of Global Hospitality and Tourism

The study was designed to explore how Expo 2020, as one of the first mega-events to be hosted in the Middle East, was undertaking steps to avoid many of the negatives of such events, termed mega-event syndrome (MES). A qualitative approach was adopted, where 5 elite face-to-face interviews were conducted with senior officials within Expo 2020 who could offer detailed insights into the planning of the event. Participants were purposefully selected based on their knowledge and experience within Expo 2020. Participants felt that Expo 2020 was not exposed to many of the symptoms of MES largely because of Dubai’s pre-existing …

Managing Tourist Booking Intentions: A Study Of Hotel Marketing Strategies During The Covid-19 Crisis In Cyprus, Chrystalla Markou, Giannis Theofanous, Doros Michael

Journal of Global Hospitality and Tourism

This study investigates the impact of specific marketing strategies on tourist booking intentions during the COVID-19 crisis in Cyprus, aiming to understand the effectiveness of these strategies in maintaining booking intentions. The study also investigates the challenge of maintaining tourists’ booking intentions during the financial impact of COVID-19. A quantitative, non-experimental correlational study examined the existence, strength, and direction of the relationship between all-inclusive holiday packages, room discounts, and special hotel amenities and hotel accommodations as measured by intentions to select a hotel in the Cyprus hotel industry. For the purpose of this study, 161 tourists who stayed in Cyprus …

Crisis To Success: Online Food Delivery For Restaurants’ Sales Performance And Customer Purchase Intention, Wenfang Liu, Jaewook Kim

Journal of Global Hospitality and Tourism

Identifying factors influencing food delivery sales and customers’ intentions amid pandemic restrictions aids strategic planning for restaurant business in uncertain business environments. This paper aims to explore restaurant survival strategies by examining customers’ purchase intentions towards online food delivery services. The results of this paper assist restaurant business in establish a sustainable competitive advantage amidst market crises with a focus on organizational learning for future events. This paper utilized a mixed-method approach and comprised two studies. Study one explores factors affecting online food delivery sales through multiple linear regression analysis. Study two investigates customers’ intentions under online payment concerns through …

Championing Retention In The Hospitality Industry – Leveraging The Strengths Of A Multigenerational Workforce, Laur-Ann Daley

Journal of Global Hospitality and Tourism

The hospitality and tourism industry has a long history of high turnover rates and businesses are constantly scrambling to fill vacancies. With four generations occupying the industry’s workforce, leaders are further challenged with fostering harmony in an attempt to increase their retention rates. Despite the challenges in leading a generationally diverse team, given their unique values, businesses can realize strategic advantages. This opinion paper highlights the strengths of multigenerational teams and how they can be leveraged for competitive benefits.

Bridging The Digital Divide In Hospitality And Tourism: Digital Inclusion For Disadvantaged, Xi Y. Leung

Journal of Global Hospitality and Tourism

As technology continues to revolutionize the hospitality and tourism industry, the issues of digital equity and digital divide have gained increasing prominence (Minghetti & Buhalis, 2010; Reverte & Luque, 2021). While digital advancements offer unprecedented opportunities for businesses and consumers, they also risk exacerbating existing inequalities (Wu & Yang, 2023). This is particularly evident in the growing digital divide, referring to the capabilities gap of individuals, groups and regions to access and process digital information technology (OECD, 2001). The rapid pace of technological advancement has left certain groups struggling to keep up. These digital disadvantaged groups—comprising individuals with limited access …

Effectiveness Of Generative Ai In Craft Beer Promotional Campaigns For Small Breweries, Christopher Eastment, Jangwoo Jo

ICHRIE Research Reports

The study explores the effectiveness of Generative AI, specifically Large Language Models (LLMs), in creating promotional campaigns for small breweries, with a focus on Burns Family Artisan Ales' Cold Spell IPA. It assesses the potential of LLMs in crafting narratives and marketing strategies, balancing creativity and relevance to the brand's identity. The research examines the LLM's capabilities in producing both textual and visual content, evaluating their alignment with marketing objectives and brand ethos. The findings reveal strengths in textual content creation but limitations in visual content, emphasizing the need for human oversight. The study contributes insights into integrating AI in …

Harnessing The Power Of Large Language Models (Llms) In Crafting Employee Manuals: A Case Study Of A Small Local Restaurant, Camille Rawinski, Jangwoo Jo

ICHRIE Research Reports

This study examines the efficacy of Large Language Models (LLMs), specifically GPT-4, in creating employee manuals for small businesses, focusing on a family-owned restaurant. Addressing the psychological contract theory, the research explores how LLMs can aid in drafting manuals that articulate implicit employer-employee expectations within the unique context of small businesses. The study involves a comprehensive content analysis of an LLM-generated manual, evaluating its legal compliance, operational relevance, and alignment with the restaurant's culture. Results highlight LLMs' potential in addressing resource and expertise constraints while also underscoring challenges such as ensuring legal accuracy and maintaining the nuances of the psychological …

Automated Customer Assistance Is Not Customer Service, Chris Roberts Phd, Lisa Young Phd, Misty M. Johanson Phd, Mary Jo Dolasinski Phd

ICHRIE Research Reports

For development of the theory of service, the focus is on the constructs of service. The theory is expanded to encompass the various business models of service and the service encounter including but not limited to guest satisfaction, service quality, service and technology, service system design, and customer relationship management. Consideration is given to the aspects of the service transaction and what constitutes service, where a labor component of a firm’s product has been transferred to the customer. Lastly, self-service and automation are considered in the context of the user experience. A model of the theory of service is presented.

Service Quality Dynamics: Exploring The Impact Of Novelty On Customer Enjoyment And Satisfaction With Serving Robots, Buket Yasar, Eun-Kyong (Cindy) Choi, Hyun-Woo (David) Joung, Heelye (Jason) Park

ICHRIE Research Reports

This report examines the influence of customer novelty on enjoyment and satisfaction in the context of serving robots within the foodservice industry. With a focus on addressing concerns surrounding service quality, the study utilizes the SERVQUAL model to evaluate reliability, assurance, tangibles, empathy, and responsiveness. Moreover, it investigates the levels of enjoyment and satisfaction in robotic service interactions. Through a comparative analysis of two distinct consumer segments, Explorers and Traditionalists, the study reveals that Explorers, characterized by novelty-seeking behavior, express higher satisfaction with robotic service. The findings suggest that businesses can enhance satisfaction by leveraging novelty in human-robot interactions. Furthermore, …

Career Commitment Of Female Mid-Level Leaders In The Tourism And Hospitality Industry In The State Of Florida: A Narrative Inquiry Approach, Amy M. Bernard Harrelson

PhD in Organizational Leadership

The tourism and hospitality industry (THI) is the leading industry in the state of Florida's economy, yet it faces challenges related to workforce retention and leadership diversity. The aim of this dissertation was to explore the career commitment of female mid-level leaders within this industry, focusing on the factors influencing their commitment to their careers in the THI. This study involved in-depth interviews with three female mid-level leaders working in the THI in the state of Florida, using a qualitative research method with a narrative inquiry approach. The findings revealed that these leaders are driven by a profound passion for …

Digital Transformation Perceptions In Tourism Businesses: The Case Of Batman Province, Ferhat Kurt

Journal of Mediterranean Tourism Research

This study explores the perceptions of digital transformation within tourism businesses in Batman Province, with a specific focus on accommodation, food and beverage and tourism agencies. Perceptions of digital transformation are considered to have of growing influence on the tourism business, and the research of these perceptions is a critical study not only for academic research but also for practical applications. Experiences, strategies, and challenges of the businesses in digitalization are studied with qualitative research methods, specifically semi structured interviews with five businesses running in Batman, Turkey. The findings highlight the varying degrees of digital transformation awareness and the different …

The Relationship Between Communication Styles And Nonverbal Communication Level: A Study On Tourist Guides, Melike Sak, Ali Turan Bayram, Gül Erkol Bayram, Anuj Kumar, Shakeel Basheer

Journal of Mediterranean Tourism Research

Communication, a fundamental tool in human interaction, encompasses a variety of methods and techniques. One such method, non-verbal communication, is a form of expression that transcends words or language. Instead, it relies on a spectrum of non-verbal cues, such as body language, eye contact, physical posture, gestures, and facial expressions, to convey meaning. In the context of tourist guiding, non-verbal communication is a key element. The non-verbal communication skills of tourist guides are pivotal in shaping the quality of the tour experience. By employing non-verbal communication techniques, guides can significantly enhance the quality of interaction with tourists, thereby optimizing communication …

Trust In Governance System (Tgs) In The Hotel Context: Scale Development And Validation, Swechchha Subedi

Theses and Dissertations

The purpose of this study was to conceptualize trust in governance systems (TGS) within the hotel context, develop a scale to measure it, and validate its effects on hotel investment decisions. The study focused on the perspectives of hotel leadership which includes the owners, operators, and investors in the United States. The study employed a mixed-methods approach, exploratory sequential research design. Initially, the governance system within the hotel industry was conceptualized, and trust in governance was defined. The scale development phase involved generating items and dimensions through literature review, expert review, and pilot testing. The final scale included multiple dimensions …

The Use Of Sustainable Energy Resources In Accommodation Businesses: The Case Of Hakkâri, Murat Tamer

Journal of Mediterranean Tourism Research

This study addresses the utilization of sustainable energy resources. It aims to uncover the initiatives taken by the accommodation businesses in Hakkâri to use sustainable energy resources. To achieve this, a field study was carried out in the Center, Çukurova, and Yüksekova Districts of the city by employing qualitative research methodologies involving interviews. In-depth interviews were conducted with a study group comprised of five managers selected through non-random snowball sampling. The data collected from the field were subjected to descriptive analysis and presented within the thematic framework. The findings revealed that accommodation businesses are not only concentrated on water conservation …

Producing Hospitality Experiences At Exhibitions, Elizabeth K. Wada, Paulo Sergio Gonçalves De Oliveira, Anderson Soares Lopes

Journal of Mediterranean Tourism Research

This study presents considerations on the production of experiences in the environment of exhibitions in the city of São Paulo - SP / Brazil. Therefore, during the first phase of this investigation, bibliographical research was carried out on the subjects of hospitality, hospitality experiences, MICE - Meetings, Incentives, Conferences and Exhibitions, organizations and trade fairs. In the second part, a multiple case study strategy was adopted, consisting of the use of a case study protocol, observation and interviews with exhibition representatives. The question proposed in the research is: what are the aspects observed in the production of hospitality experiences when …

Analisis Klaim Rawat Inap Rsud Kebayoran Baru November 2022 – April 2023: Pendekatan Sistem, May Rabiulyati, Atik Nurwahyuni, Pujiyanto Pujiyanto

Jurnal Ekonomi Kesehatan Indonesia

Hospitals receive payments through claim submissions with complete documents to the Social Security Administering Agency (BPJS) Health. However, not all inpatient claims have been submitted to BPJS Health, and there are still 16.97% pending inpatient claims. In claims that are not approved, claims can be resubmitted, but time constraints for the claim process have resulted in 2.64% of inpatient cases in 2022 not resubmitted. Qualitative research through in-depth interviews with 15 respondents aims to analyze the management of inpatient claims for BPJS Kesehatan Kebayoran Baru Hospital from November 2022 to April 2023. The study results showed that not all printed …

Bibliometric Research Of Postgraduate Theses On Technology Acceptance Model Prepared In The Field Of Tourism, Mustafa Said Kocabıyık, Engin Deniz Eriş

Journal of Mediterranean Tourism Research

Within the scope of the study, 16 postgraduate theses published in the field of tourism between 2000 and 2023 were examined within the framework of the Technology Acceptance Model (TAM) concept. In line with the study, it is aimed to reveal 23-year research trends in the field of tourism. The investigations were carried out within the scope of "Technology Acceptance Model" in the Thesis Center database of the Presidency of the Higher Education Institution and the data obtained from the studies were classified. Studies obtained; It is presented with parameters according to years, number of publications, thesis type, place where …