Hospitality Administration and Management Commons^™

Flat Whites: Work In Cafes, Janet G. Sayers

Janet G Sayers

Examines the phenomenon of people working in cafes in Auckland, New Zealand and argues that there are several characteristics of this type of work using the acronym FLAT WHITES. 1. Formality/informality (power, hierarchy, control) 2. Leisure (treat, reward, pleasure, non-work time, respite) 3. Aesthetic (marketing, branding, self-identity, status) 4. Transactions (relationship, networking, affiliation, horizontal communication) 5. Work stations (place of work, convenience, temporary work place, technology, table size, table distance, chair comfort 6. Hospitality (food and drink, inside/outside boundaries, welcome, belonging, rituals around food) 7. Innovate (creativity, idea work, entrepreneurialism, inspiration, synthesis) 8. Time (flexibility, time compression, work intensification, personal …

The Foodservice Industry's Social Responsibility Regarding The Obesity Epidemic, Part I: Parallels To Other Public Health Issues And Potential Legal Implications, Audrey C. Mccool, Barent N. Mccool

Hospitality Review

The incidence of obesity among both children and adults in the United States (U.S.) has reached epidemic level. If not quickly curtailed, it represents significant long-term costs to all facets of the U.S. economy. The foodservice industry has contributed to this major public health issue. Parallels between the obesity epidemic and the public health issues of smoking and foodborne illnesses could influence the foodservice industry's response to obesity concerns. Of particular note are the parallels between the liability litigation and legislative actions related to smoking and the tobacco industry. This industry has a history of taking socially responsible actions regarding …

The Influence Of Social Responsibility Image Relative To Product And Service Quality On Brand Loyalty: An Exploratory Study Of Quick-Service Restaurants, Allen Z. Reich, Yueying Hazel Xu, Ken W. Mccleary

Hospitality Review

Social responsibility (SR) is becoming an increasingly significant component of many firms’ strategic planning decisions. Research has shown that consumers tend to reward socially responsible behavior. However, there has been little testing of the construct in the hospitality industry. Additionally, when other important variables that influence consumer brand loyalty are considered, will brand social responsibility image (BSRI) still play a significant role? This study investigates the importance of SR and its impact on brand loyalty, relative to product quality and service quality in the quick-service restaurant industry. The authors were also interested to learn whether BSRI impacted consumers' image of …

Timeshare Owner Preferences - An Analysis Of Program And Service Relationships During Recessionary Times, Randall S. Upchurch Ph.D, Robin B. Dipietro, Brumby Mcleod

Hospitality Review

Since the 1970s various industry studies have indicated that the vacation ownership industry has enjoyed unprecedented growth in unit sales, resort growth, and the number of owners (American Resort Devleopment Association [ARDA], 2007; ARDA, 2009a; ARDA, 2009b). However, due to the recent economic downturn these growth metrics are no longer obtainable. This external impact has caused developers to retrench and therefore reflect upon their existing product and service offerings, financial metrics, and consumer markets (ARDA, 2010a; ARDA 2010b). The crux of these findings indicates that the industry has shifted to maintaining and enhancing product and service offerings as a reaction …

The Foodservice Industry's Social Responsibility Regarding The Obesity Epidemic, Part Ii: Incorporating Strategic Corporate Social Responsibility Into Foodservice Operations, Audrey C. Mccool, Barent N. Mccool

Hospitality Review

Just as all types of business firms are now expected to go beyond their profit-oriented activities in boosting the well-being of the community, so, too, is corporate social responsibility (CSR) expected from foodservice firms. The significance of the obesity epidemic, combined with the foodservice industry's role in the development of this epidemic, suggests that the industry has an ethical responsibility to implement CSR activities that will help reduce obesity, particularly among children. CSR should be seen as an efficient management strategy through which a firm voluntarily integrates social and environmental concerns into its business operations and its interactions with stakeholders. …

Role Stress, Emotional Exhaustion, And Job Satisfaction In The Hotel Industry: The Moderating Role Of Supervisory Support, Osman M. Karatepe

Hospitality Review

The purpose of this study is to investigate supervisory support as a moderator of the effects of role conflict and role ambiguity on emotional exhaustion and job satisfaction. This study also examines the moderating role of supervisory support on the relationship between emotional exhaustion and job satisfaction. Data were collected from a sample of frontline hotel employees in Northern Cyprus. The aforementioned relationships were tested based on hierarchical multiple regression analysis. The results demonstrate that supervisory support mitigates the impact of role conflict on emotional exhaustion and further reveal that supervisory support reduces the effect of emotional exhaustion on job …

Importance-Performance Analysis Of Guest Entertainment Technology Amenities In The Lodging Industry, Anil Bilgihan Dr., Cihan Cobanoglu, Brian L. Miller

Hospitality Review

An assessment of how hotel guests view in-room entertainment-technology amenities was conducted to compare the importance of these technologies to how they performed. In-room entertainment technology continues to evolve in the hotel industry. However, given the multitude of entertainment products available in the marketplace today, hoteliers have little understanding of guests’ expectations and of which in-room entertainment-technology amenities will drive guest satisfaction and increase loyalty to the hotel brand. Given that technology is integral to a hotel stay, this study seeks to evaluate the importance and performance of in-room entertainment-technology amenities. Findings indicate that free-to-guest television (FTG TV) and high-speed …

An Empirical Investigation Into Organizational Learning In Hotel Organization, Umut Avci, Izzet Kilinc, Fevzi Okumus

Rosen Faculty Scholarship and Creative Works

This study aimed to investigate the relationship among individual learning, team learning and organizational learning. Data was collected from 799 employees, who worked in four and five star hotels operated in Mugla, Turkey. The study findings indicate that there is a meaningful relationship among individual learning, team learning and organizational learning. In particular, team learning appears to explain organizational learning more than individual learning. Based on the study findings, it can be recommended that in order to facilitate organizational learning, hotel organizations should critically analyze and utilize the factors that facilitate team learning.

Examining Technology Adoption And Management Perception Of Inventory Management Systems: The Case Of Aruba Restaurants, Kimberly Severt, Robin B. Dipietro, Diana Herrera

Rosen Faculty Scholarship and Creative Works

The purpose of this paper is to explore the use of automated inventory management systems (IMS) and identify the stage of technology adoption for restaurants in Aruba. A case study analysis involving twelve members of the Aruba Gastronomic Association was conducted using a qualitative research design to gather information on approaches currently used as well as the reasons and perceptions managers/owners have for using or not using automated systems in their facilities. This is the first study conducted using the Aruba restaurant market. Therefore, the application of two technology adoption models was used to integrate critical factors relevant to the …

Maximizing Hospitality Learning Outcomes: An Integrated Experiential In-Class Approach, Robert J. Harrington, Godwin-Charles A. Ogbeide, Michael C. Ottenbacher

Hospitality Review

This study explored the influence of an experiential, in-class approach to the hospitality curriculum as a means of increasing its efficiency and effectiveness. Specifically, the study provides an example of how hospitality faculty might utilize an experiential, in-class approach to integrate additional hospitality-specific content along with process and content issues for working in teams and team decision-making. The results of this study support the efficient and effective use of an experiential inclass teaching method. The value of this study is twofold: (1) it provides an initial test of this approach’s usefulness and (2) it provides a forum for continued conversations …

Towards Performance Measurement In Hotels:An Incremental Approach, Detta Melia, Leigh Robinson

Books / Book chapters

The overall aim of this paper was to investigate the phenomenon of performance measurement in independently owned hotels in Ireland in order to understand the role of measurement in the management of the largest component of the hotel sector. The primary objectives of this paper was to investigate the extent to which Irish hotel operators are utilising performance measurement techniques, to establish the rationale for the use of selected performance measures in independently owned hotels and to understand approaches to performance measurement in the management of independently owned hotels.

A comprehensive investigation of existing performance management and measurement activity is …

The Role Of The Customer As A Quasi-Employee In Service Organisations: A Research Agenda, Jennifer Lawlor

Books / Book chapters

The travel, tourism and hospitality sectors are increasingly encouraging customers to act as quasi-employees by inviting and/or requiring them to adopt a range of technology-enabled services or self-service technologies (SSTs), i.e. ‘technological interfaces that enable customers to produce a service independent of direct service employee involvement’ (Meuter, Ostrom, Roundtree and Bitner, 2000:50). Specific examples in these sectors include self-check-in online, ‘bag and tag’ facilities at airports, and electronic kiosks for accommodation booking purposes. Inherent in the use of SSTs is the requirement for the consumer to learn about and develop familiarity with such technology.

Do Interesting Things Increase Behavioral Intentions? A Test Of The Appraisal Structure Of Interest And Relationship Between Interest And Behavioral Intention: Applications In The Hospitality Industry, Min Gyung Kim, Anna S. Mattila

Hospitality and Tourism

The emotion of interest has significant implications for human behavior. However, prior research in interest is limited to the domain of psychology. This study applies the appraisal theory of interest to test the inducers of interest, and the relationship between interest and behavioral intentions. An experiment with hypothetical scenarios in a restaurant setting is to be completed. Stimuli appraised as new and complex and with information about them are proposed to cause interest, and interest is expected to increase behavioral intention. Implications for hospitality managers are briefly discussed.

The Burger King Revolution: How Las Vegas Bounced Back, 1983-1989, David G. Schwartz

Library Faculty Publications

Most who have considered Las Vegas history have concluded that not much happened in Las Vegas gaming between the openings of the original MGM Grand (1973) and Mirage (1989). In fact, several structural changes during the 1980s had already reversed a declining appeal. Responding to three crises—competition from Atlantic City, a national economic downturn, and the MGM Grand fire—Las Vegas casino operators began to draw more extensively on a middle-class mass market. Capitalizing on the “Burger King Revolution,” Strip casinos drew more gamblers who, on average, played less, and slot machines displaced table games as the industry’s leading revenue producer. …

Not Undertaking The Almost-Impossible Task: The 1961 Wire Act’S Development, Initial Applications, And Ultimate Purpose, David G. Schwartz

Library Faculty Publications

For a Camelot-era piece of legislation, the Wire Act has a long and unintended shadow. Used haltingly in the 1960s, when the Wire Act failed to deliver the death blow to organized crime, 1970’s Racketeer-Influenced and Corrupt Organizations Act (RICO) became a far better weapon against the mob. Yet starting in the 1990s, the Wire Act enjoyed a second life, when the Justice Department used to it prosecute operators of online betting Web sites that, headquartered in jurisdictions where such businesses were legal, took bets from American citizens. The legislative history of the Wire Act, however, suggests that it was …

The Winding Stair Sample Christmas Dinner Menu, 2010, Winding Stair Restaurant

Menus of the 21st Century

The Winding Stair Restaurant is located at 40, Lower Ormond Quay Dublin on the north side of the river Liffey beside the Ha’penny Bridge. The proprietor is Elaine Murphy. The Winding Stair started life as a bookshop and café which was a popular meeting spot in Dublin during the 1970s and 1980s. The café closed in 2005 and in 2006 the current proprietor re-opened it as a restaurant.

“The bookshop, located on the ground floor, was retained as were many of the old bookshelves, photos and memories. The room retains its timeless charm with stripped wood tables and floors, and …

Customer Satisfaction Index Of Singapore: Executive Summary 2009, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

Since 2007, customer satisfaction from the consumption of products and services in 8 key economic sectors of Singapore were measured and scores released annually through the Customer Satisfaction Index of Singapore (CSISG). Currently the CSISG is undergoing a transition from an annual to quarterly release of results. CSISG results of 6 economic sectors were released in October 2009. The release of results for the 2 remaining sectors: Healthcare, and Finance & Insurance, and an update to the national score concludes the measurement for 2009. Starting from 2010, CSISG company, subsector, and sector scores will be updated quarterly, on a rolling …

A Study Of Satisfaction Level Of Hong Kong Tourists With Hot Springs Hotels And Resorts In Guangdong, China, Rob Law, Ruby Yip

Hospitality Review

The research reported here aimed at examining Hong Kong tourists’ level of satisfaction with hot springs hotels and resorts in Guangdong, China. Primary data were collected and service quality and tourist satisfaction levels were measured using the SERVQUAL model. The empirical findings indicate that most tourists are satisfied with the service quality of these hotels and resorts. Among the different dimensions of service quality, empathy receives the highest score. Overall satisfaction receives a score only slightly better than average. The results also reveal significant relationships among customer satisfaction level, loyalty, and recommendation.

Examining Technology Adoption And Management Perception Of Inventory Management Systems: The Case Of Aruba Restaurants, Kimberly Severt, Robin B. Depietro, Diana Herrera

Hospitality Review

The purpose of this paper is to explore the use of automated inventory management systems (IMS) and identify the stage of technology adoption for restaurants in Aruba. A case study analysis involving twelve members of the Aruba Gastronomic Association was conducted using a qualitative research design to gather information on approaches currently used as well as the reasons and perceptions managers/owners have for using or not using automated systems in their facilities. This is the first study conducted using the Aruba restaurant market. Therefore, the application of two technology adoption models was used to integrate critical factors relevant to the …

Effects Of Management-Development Practices On Hospitality Management Graduates' Job Satisfaction And Intention To Stay, Edwin Torres, Howard Adler

Hospitality Review

Companies have long recognized the importance of training and developing their managers to prepare them for their short- and long-term careers. Formal management-development programs and other less formal means of management development abound in the hospitality industry. Therefore, one may ask whether the entry-level managers for whom these programs are designed perceive them to be effective. The present study explores management-development practices, procedures, and techniques, and their effects on job satisfaction and organizational commitment