Hospitality Administration and Management Commons^™

Student Perceptions Of Engagement In A Mandatory Programatic Service Learning, Gina Fe Causin, Chay Runnels

Faculty Publications

In the hospitality industry, service-learning opportunities are particularly important for students seeking work in the meeting and event planning industry. Faculty of a hospitality program at a regional university in East Texas decided to investigate the benefits in embedding service learning activities to their hospitality courses. The study investigated student perceptions of their participation in compulsory service learning assignments were created and implemented. Service learning assignment benefited the respondents personally; it benefited the sponsoring organization; it benefited the respondents’ career goals and their own individual awareness of community issues.

Cultural Festival Improves Quality Of Life In The Community, Gina Fe Causin

Faculty Publications

A study of the Germanfest in Syracuse Nebraska and its impact on the local community's quality of life.

The Impact Of Individual Learning On Electronic Health Record Routinization: An Empirical Study, Michele Lynn Heath

ETD Archive

Since the passage of the HITECH Act, adoption of electronic health records (EHR) has increased significantly EHR refers to an electronic version of a patient’s medical history. The adoption of EHR has potential to reduce medical errors, duplication of testing, and delays in treatment. However, current literature indicates that implementation of EHR is not resulting in the automatic routinization of EHR. Routinization refers to the notion that truly successful technological innovations are no longer perceived as being new or out-of-the-ordinary. The complexity of EHRs allow individual users to use these systems at different levels of sophistication. Research shows that healthcare …

Gradebook For Cleanliness In Hotels: An Analysis Of Housekeeping Costs And Hotel Cleanliness As Perceived By Guests, Cihan Cobanoglu, Olena Ciftci, Katerina Berezina, Faizan Ali

University of South Florida (USF) M3 Publishing

Gradebook for Cleanliness in Hotels Executive Summary

Cleanliness is one of the main factors in a hotel selection, regardless of property size, brand affiliation, or location. High standard of cleanliness of a hotel helps to form customer loyalty, generate positive word of mouth, and, as a result, increase the hotel’s occupancy and profitability.

This report aims to answer an important question:

Does spending more on housekeeping make a hotel look cleaner?

Data collected from 1,139 hotels across 15 brands showed that spending more money on cleaning a room does not guarantee higher guest scores for cleanliness. Generally, upper-upscale brands spent …

Comparing Self-Service Technologies And Human Interaction Services In The Hotel Industry, Soona Park

Electronic Theses and Dissertations

Due to the development of technology, one of the major trends in the hospitality industry is service migration from human interaction services (HISs) to self-service technologies (SSTs). Therefore, it is important to examine customers service perceptions based on two different service provisions: SSTs and HISs. This study investigated similarities and differences between SST and HIS customer service perceptions based on several service quality dimensions, their effects on customer satisfaction and service loyalty in the hotel industry. Initially, this study conceptualized the service quality dimensions with six major dimensions (i.e., reliability, responsiveness, tangibles, competence, efficiency, and enjoyment) and hypothesized to have …

Tales From The Slot Floor: Casino Slot Managers In Their Own Words, David Schwartz

UNLV Gaming Press Books

Slot machines have been, since the 1970s, an integral element of the modern casino resort. From the early 1980s, they have garnered the bulk of gaming revenues in Nevada and in most American jurisdictions that have legalized casinos since then, they also produce the majority of gaming win. For that reason, they are an incredibly important part of any modern casino resort, and their management deserves documentation and investigation.

In 2016 and 2017, the University of Nevada, Las Vegas Center for Gaming Research, in cooperation with the Oral History Research Center, conducted an oral history project focusing on slot managers. …

Influence Of Perceptual Factors Of A Responsible Gambling Program On Customer Satisfaction With A Gambling Firm, Brett Abarbanel, Lisa Cain, Kahlil S. Philander

Research & Economic Development Faculty Research

Using data collected from customers of a Canadian provincial government-owned gambling firm, this study explores the relationship between gamblers’ perception of the organization’s commitment to responsible gambling programs and satisfaction with the firm. Results of a principal components analysis suggest that many value based judgements are closely related, and a multivariate regression model suggests that perceived adequacy of responsible gambling programs and perceived firm motives are predictive of customer satisfaction scores. We conclude that corporate social responsibility, and in particular, a commitment to responsible gambling programs, are closely related to customer satisfaction with gambling firms.

Building Consumer Place Loyalty And Brand Loyalty: An Assessment Of The Microbrewery Taproom Experience, Scott Taylor Jr.

Theses and Dissertations

One of the most successful industries of the last few decades in the U.S. is the craft beer industry. Past studies have suggested that the neolocalism movement, the growing desire of people to reconnect with local communities, is one of the main drivers for the success of this industry. Likewise, studies have suggested that individuals who visit microbrewery taprooms do so for various reasons. Although studies have discussed the importance of the neolocalism movement and the motivations behind visiting taprooms, it is still unclear how consumers’ perceptions of the microbrewery taproom experience influence behaviors such as attachment or loyalty.

The …

An Analysis Of Perceptions Of Restaurant Authenticity At Food Tourism Destinations In The Southeastern U.S, Jamie A. Levitt

Theses and Dissertations

The purpose of this study was to develop a comprehensive scale, containing multiple restaurant attributes and authenticity conceptualizations, to measure restaurant authenticity; to test a model examining the mediators and outcomes of restaurant authenticity at independent, full service Southern-style restaurants at food tourism destinations in the Southeastern U.S.; and to determine if the influences of restaurant authenticity differ between food tourists, general tourists, and locals.

A four-step approach adapted from Netemeyer et al. (2003) was used to develop the restaurant authenticity scale (RAS). Ultimately, the RAS contained six authenticity conceptualizations, 20 items and three dimensions: restaurant heritage and environment, food …

The Case For Tipping And Unrestricted Tip-Pooling: Promoting Intrafirm Cooperation, Samuel Estreicher, Jonathan R. Nash

Faculty Articles

This Article proceeds as follows. Part I presents doctrinal background. It discusses the laws governing tip-pooling, with an emphasis on relevant federal and state laws. Part II analyzes, from a law-and-economics perspective, how tip-pooling arrangements—both voluntary and mandatory—might arise, and what form they might take. Part III shows how governing law limits the ability of restaurateurs to put tip-pooling arrangements in place, and shapes the incentives of employees. It also analyzes the response of restaurants like the Union Square Hospitality Group that have barred all tipping. Part IV suggests revisions to existing law that would free up management’s freedom to …

Delighted Or Outraged? Uncovering Key Drivers Of Exceedingly Positive And Negative Theme Park Guest Experience, Edwin Torres, Ady Milman, Soona Park

Faculty Scholarship and Creative Works

Purpose

Despite multiple studies of customer delight in various service industries, limited research exists in the hedonically driven theme park context. The purpose of this paper is to explore the key drivers of customer delight and outrage in theme parks by analyzing TripAdvisor’s comments from visitors to the top 20 North American theme parks.

Design/methodology/approach

Following the analysis of thousands of extremely positive and negative comments using MAXQDA qualitative software, keywords drivers of delight and outrage were identified. The researchers applied both thematic and root cause in order to ascertain the sources leading to both positive and negative consumer feedback. …

Digesting The Disaster: Understanding The Boom Of Refugee Food Entrepreneurship In The Face Of Increasing Xenophobia, Sonia De Mello

Scripps Senior Theses

Over the last few years, we are seeing an emergence of new food entrepreneurship across the globe. In the context of the Syrian refugee crisis, these food-related social enterprises are not only providing job opportunities to refugees but they are also increasing awareness about their cause and creating new narratives surrounding their arrival. This present study seeks to contribute to the knowledge surrounding refugees and entrepreneurship by explaining how several refugee food enterprises have gained great popularity despite greater nationalism and xenophobia. In the analysis of food entrepreneurship, one finds that this phenomenon is able to partly fill the void …

Examining Tourist Non-Purchase Intention Of Peer-To-Peer Accommodation: Impeding Factors And Perceived Risks, Ho-Young Lee

Theses and Dissertations--Retailing and Tourism Management

With increasing trust and utilization of the Internet, the sharing economy is emerging in the tourism and hospitality marketplace. This study focused on tourist non-purchase intention to use peer-to-peer accommodation. To explore the non-purchase intention, the relationship between perceived risk and tourist non-purchase intention to use peer-to-peer accommodation, as well as the relationship between impeding factors and perceived risk were tested. The study employed survey data (N = 280) gathered from active adult U.S travelers who have never used peer-to-peer accommodation before and have no intention to use peer-to-peer accommodation in future. The results showed that six impeding factors (i.e., …

Venue Managers And Meeting Planners: A Combined Perspective Of Their Roles, Relationships, And Attributes Necessary For Hosting A Successful Meeting, Maame Afua Offeibea Adu

Theses and Dissertations--Retailing and Tourism Management

The purpose of this research was to gain the perspectives of venue managers and meeting planners on their roles in the meetings industry, their relationship with each other and attributes needed to host a successful meeting. An online survey was conducted involving these two stakeholders to define their roles, assess the strength of their relationship and identify attributes based on their experience with working together and hosting meetings. Results showed that venue managers and meeting planners are essential to the hosting of successful meetings. It also indicated that venue managers are willing to build and maintain stronger relationships with meeting …

How Do National Employment Policies Influence Human Resource Practices? A Comparative Study Of The Integrated Resort And Hotel Industry In Macau And Singapore, Poh Chong Danny Ng

Theses: Doctorates and Masters

Asia’s growth in prominence over the last decade is a phenomenon that has seen some governments and international financial institutions defining the twenty-first century as the Asian Century, in which Asia will be the focus of economic growth (Kohli, Sharma & Sood, 2011). The wealth in the major economies of Asia will see an increase in a dominant middle-income group, with strong spending power not only in terms of lifestyle domestically, but also internationally. This group’s quest for the finer things in life will transform the hospitality industry in countries such as Singapore and Macau: both are international metropolises with …

Business Closure In The North American Theme Park Industry: An Analysis Of Causes, Kelly Kaak

Electronic Theses and Dissertations

Prior to this study, no analysis had focused on the 31% failure rate recorded among theme parks opened in North American between the years 1955 and 2009. This study's purpose was to identify the causes of closures among the 23 failed theme parks and inform the industry of what can be learned from these business failures. Business failure analysis typically stresses the impact of financial ratios and the accuracy of certain negative numbers to predict impending failure, but such studies avoid examining the underlying causes that lead to poor financial performance in the first place. To focus on this question, …

Social Influence On Consumers’ Online Review Behavior, Hengyun Li

Theses and Dissertations

Online reviews constitute an important source of word-of-mouth, which can affect consumers’ product choices as well as company sales and profitability. Therefore, understanding the factors underlying consumers’ online posting behavior is essential for business success and relevant knowledge development. This dissertation consists of three independent but closely related studies focusing on hotel and restaurant contexts. The objectives of this dissertation are to investigate how prior reviews and disconfirmation (i.e., the deviance between post-consumption evaluations and other consumers’ prior average review rating) may affect subsequent consumers’ online review-posting behavior in terms of their willingness to post online reviews, the review ratings …

Driving Towards Sustainability: A Case Study Of The Facilitators And Inhibitors Of Electrifying Drive Tourism Within The United States National Park System, Amanda Templeton

Electronic Theses and Dissertations

Drive tourism has proven to be a popular sub-sector of the tourism industry, given its ability to offer tourists a substantial amount of flexibility and sense of freedom in determining what destinations to explore. Few studies have examined the future of the drive tourism with consideration to changing technologies and growing awareness to the impact of carbon emissions and Green House Gasses. Research has recently begun to examine the ecological consequences of park transportation systems. Some of these problems can be seen within the United States National Park System (NPS), as various park units are experiencing problems related to infrastructure …

Chinese Outbound Travel: Understanding The Socioeconomic Drivers, Songshan (Sam) Huang, Xiang Wei

Research outputs 2014 to 2021

This study used a national sample (N = 36,490) of Chinese urban residents to examine the relationship between outbound travel intention and some key demographic, economic, and geographic variables. Findings indicate that education, income, and paid vacation days significantly predicted outbound travel intention. Compared to residents in Tier-4 cities in China, those in Tier-1, -2, and -3 cities had higher probability of choosing outbound travel by 13.1%, 30.9%, and 15.3%, respectively. This study draws meaningful connections between Chinese outbound tourism and the social and economic realities in China and offers an alternative approach to understanding Chinese outbound tourism.

Alternative Options To Resolve Disputes In Franchised Restaurants, Siti Nurhayatun Khairatun

ICHRIE Research Reports

The number of lawsuits filed by aggrieved parties in franchising contracts indicates that conflicts are not always preventable. This report presents findings from data analyzed from New York State court records arising from franchising contracts from the year 1956 to 2016. Acknowledging the importance of Alternative Dispute Resolution (ADR) in mitigating the tension in franchisor-franchisee relationship, this Research Report recommends that franchising regulations should consider the mandatory inclusion of ADR clauses in franchising contracts. This move will provide a fair balance between the power of the franchisor and the interests of the franchisees.