Business Commons^™

Examining Key Drivers Of Customer Delight In A Hotel Experience: A Cross-Cultural Perspective, Edwin Torres, Xiaoxiao Fu, Xinran Lehto

Edwin Torres

Welcoming all guests is the calling shared by those who work in the hotel industry. Everyday hoteliers strive to provide a service of excellence to all of those who visit. This can be somewhat of a complex endeavor, as hotels receive guests from different nationalities and cultures. Previous research in the area of customer delight has revealed some of the factors that define and drive the customer delight experience. Despite the emerging literature on the subject, the question remains: are guest from different cultures likely to be delighted by different things? In the present study, the researchers conducted extensive semi-structured …

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

Edwin Torres

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 …

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

Edwin Torres

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

One Experience And Multiple Reviews: The Case Of Upscale U.S. Hotels, Edwin Torres, Howard Adler, Xinran Lehto, Carl Behnke, Li Miao

Edwin Torres

Purpose– The present study aimed to understand the relationships between the various kinds of feedback received by hospitality operators. Information from guests, experts, and internal sources are often received, valued, and processed in various ways. The researchers sought to further explore the usage of such feedback and implications for theory and practice. Design/methodology/approach– A survey was sent to hotel general managers of four‐ and five‐diamond properties around the USA using the listing of the American Automobile Association (AAA). A total of 140 responses were received. The researchers utilized correlations and canonical correlation analysis to help understand the relationships among the …

The Influence Of Others On The Vacation Experience: An Ethnographic Study Of Psychographics, Decision Making, And Group Dynamics Among Young Travelers, Edwin Torres

Edwin Torres

The vacation experience is often enjoyed in the company of others. Whereas scholars have focused on the consumer behaviors of mature travelers, young travelers have received less attention. The present study explores customer-to-customer interactions among young travelers (in their 20s and 30s) within a European tour-group setting. Furthermore, it attempts to understand the influence such travelers have on one another. The decision-making patterns, role of the tour guide, group dynamics, and psychographic preferences are studied from an ethnographic approach. Results indicate that the young travel segment is not as homogeneous as previously conceived. Notable differences in activities, interests, and opinions …

Stars, Diamonds, And Other Shiny Things: The Use Of Expert And Consumer Feedback In The Hotel Industry, Edwin Torres, Howard Adler, Carl Behnke

Edwin Torres

Over the past few years, researchers have studied the topic of online consumer feedback. Most of these studies focus on consumer decision making, and managing a hotel's image.Consequently, more research could explore consumer-generated feedback from the viewpoint of hotel operations and service quality improvement. The present research explored the ways in which hotel General Managers use feedback from consumers (namely online), experts, and internal sources to improve service quality. A combination of a quantitative survey and qualitative interviews were utilized. The study targeted General Managers of upscale hotels.Quantitative data was analyzed using multiple and simple regression analysis, correlations, and ANOVA. …

Dimensions Of Transformational Leadership And Relationship With Employee Performance In Hotel Front Desk Staff, Eric Adam Brown

Eric A. Brown

Transformational leadership and performance have been understudied in hotel front desk staff. The sampled contained 118 supervisors and 91 subordinates from 34 hotels. Dimensions of transformational leadership and the relationship between transformational leadership and performance were evaluated. A performance tool was developed and found to be reliable.

Predicting Lodging Manager Annual Salary Based On Metropolitan Statistical Area Attributes And Lodging Industry Performance: Exploring The Concept, Nicholas J. Thomas, Eric Adam Brown, Donald Schoffstall, Lisa Y. Thomas

Eric A. Brown

Using multiple regression analysis, lodging managers’ annual mean salaries in 143 Metropolitan Statistical Areas (MSA) within the U.S. were analyzed to identify what relationships existed with variables related to general MSA characteristics, along with the lodging industry’s size and performance. By examining the relationship between these variables, the authors predict the long-term possibility of predicting lodging industry managers’ salaries. These predictions may have an impact on financial performance of an individual lodging property or organization. Through this paper, this concept was applied and explored within U.S. MSAs. These findings may have value for a variety of stakeholders, including human resources …

Betting Against The Glass Ceiling: Supervisor Gender & Employee Job Satisfaction In The Casino-Entertainment Industry, Nicholas J. Thomas, Lisa Y. Thomas, Eric A. Brown, Jaewook Kim

Eric A. Brown

This exploratory study expands on hospitality management literature, specifically on the influence of a supervisor’s gender in regards to employee job satisfaction within the casino-entertainment sector. Employee job satisfaction was analyzed using company, department, and supervisor variables based on 961 surveys. The study’s results suggest that employees with male supervisors have a higher employee satisfaction level than employees with supervisors that are female. Hospitality organizations are therefore encouraged to create leadership programs to ensure women are a part of corporate leadership’s success formula for the future.

Perceptions Of Transformational Leadership Behaviors And Subordinates' Performance In Hotels, Eric Adam Brown, Susan W. Arendt

Eric A. Brown

This study examined front desk supervisors’ transformational leadership dimensions and employees’ performance. The Multifactor Leadership Questionnaire (Avolio & Bass, 2004) and a researcher developed performance questionnaire were used. Employees from 34 hotels (83% response) in one Midwestern state participated in the study. Results indicated that front desk employees perceived their supervisors exhibited leadership dimensions of inspirational motivation and idealized influence more frequently and individualized consideration and intellectual stimulation less frequently. Front desk supervisors reported the most frequently exhibited performance areas as positive attitude, safety/care of equipment and attendance/punctuality. Least frequently exhibited performance areas were judgment and initiative/motivation. No significant relationship …

Female Consumer’S Fit Strategies And Fit Perception Of Formalwear Rented Online: Content Analysis, Ellen Mckinney, Eonyou Shin

Ellen C. McKinney

With the advent of Internet technologies, consumers today have extensive opportunities to evaluate products online. Because “consumer reviews, word-of-mouth on the products, could be the most powerful force in the market place” (Silverman, 1997, p. 34), investigating consumer reviews is crucial to understand potential aspects of clothing that consumers may use to evaluate clothing fit. Given that apparel is a highly body-related product, the body-absent online apparel shopping environments is problematic for consumers’ fit problems and sizing inconsistency. Indeed, 62% of women could not find clothing that fit well, and 57% of women did not fit into today’s standard sizes …

Proposed Typologies For The Dress Needs Of Nursing Mothers And Babies And Available Nursing Dress: An Evaluation Of The Relationship Between Concepts In These Typologies, Ellen Mckinney, Armine Ghalachyan

Ellen C. McKinney

In the U.S., the majority of babies are weaned from the breast by the time they are three months old (CDC, 2007) in contrast to the recommendation of “exclusive breastfeeding for about 6 months. . ., with continuation of breastfeeding for 1 year or longer” (Eidelman & Schanler, 2012). Women who feel comfortable feeding in public breastfeed longer than women who are not comfortable (Allen & Pelto, 1985). Practical advice on carrying out life roles while breastfeeding is important and requires consideration of clothing (Mulford 2008). The purposes of this study were to (1) identify and organize (a) dress needs …

Investigating Online Reviews Of Formalwear Rented Online: Information Generated By Female Consumers In Rent The Runway Sites, Eonyou Shin, Ellen Mckinney

Ellen C. McKinney

With the explosive growth of e-commerce, consumer online reviews as a type of electronic word-of-mouth (eWOM) have become increasingly important. Because online reviews come from the consumer perspective, they are perceived to be more influential on consumers’ choices and more helpful in reducing consumers’ perceived uncertainty than seller-generated information. Despite this, no research to date has investigated consumer-generated information in online reviews of formalwear rented online. This study is the first attempt to understand consumer-generated information in online reviews of formalwear rented online.

Teaching Apparel Pattern Completion Through Instructional Scaffolding, Ellen C. Mckinney, Erin M. Monfort-Nelson

Ellen C. McKinney

"Similar to the scaffolding used in construction to support workers as they work on a specific task, instructional scaffolds are temporary support structures faculty put in place to assist students accomplish new tasks and concepts they could not typically achieve on their own."

A Framework For Classifying The Content Of Online Reviews Of Formalwear Rented Online, Ellen Mckinney, Eonyou Shin

Ellen C. McKinney

While online reviews are regarded as a key ingredient in product success, little is known about the content of online reviews of apparel products. This study focuses on online reviews found on Rent the Runway (RTR), a very successful firm, which provides consumers who want to wear designer formalwear for special occasions the opportunity to rent at a fraction of the retail price. Researching content of online reviews is important as it allows understanding of the evaluative criteria consumers use and report in online reviews. However, there has been no study to date to investigate online reviews of formalwear rented …

Teaching Apparel Pattern Completion Through Instructional Scaffolding, Ellen C. Mckinney, Erin M. Monfort-Nelson

Ellen C. McKinney

"Similar to the scaffolding used in construction to support workers as they work on a specific task, instructional scaffolds are temporary support structures faculty put in place to assist students accomplish new tasks and concepts they could not typically achieve on their own."

Female Consumer’S Fit Strategies And Fit Perception Of Formalwear Rented Online: Content Analysis, Ellen Mckinney, Eonyou Shin

Ellen C. McKinney

With the advent of Internet technologies, consumers today have extensive opportunities to evaluate products online. Because “consumer reviews, word-of-mouth on the products, could be the most powerful force in the market place” (Silverman, 1997, p. 34), investigating consumer reviews is crucial to understand potential aspects of clothing that consumers may use to evaluate clothing fit. Given that apparel is a highly body-related product, the body-absent online apparel shopping environments is problematic for consumers’ fit problems and sizing inconsistency. Indeed, 62% of women could not find clothing that fit well, and 57% of women did not fit into today’s standard sizes …

Investigating Online Reviews Of Formalwear Rented Online: Information Generated By Female Consumers In Rent The Runway Sites, Eonyou Shin, Ellen Mckinney

Ellen C. McKinney

With the explosive growth of e-commerce, consumer online reviews as a type of electronic word-of-mouth (eWOM) have become increasingly important. Because online reviews come from the consumer perspective, they are perceived to be more influential on consumers’ choices and more helpful in reducing consumers’ perceived uncertainty than seller-generated information. Despite this, no research to date has investigated consumer-generated information in online reviews of formalwear rented online. This study is the first attempt to understand consumer-generated information in online reviews of formalwear rented online.

Insights From An Industry Advisory Board About Online Education For Practitioners, Eulanda A. Sanders, Pollyanna Zhang, Ellen Mckinney, Young-A Lee, Sarah Bennett

Ellen C. McKinney

Higher education institutions are increasingly using media and Internet for teaching and learning. The 2011 Survey of Online Learning reported that the number of students taking at least one online class was 6.7 million (Allen & Seaman, 2013). Sixty-five percent of higher education organizations perceive online education as a necessary part of their long-term development strategy (Babson Survey Research Group). Moreover, online education not only applies to college students, but also expands to continuing education of industry employees. Increasing technical skill requirements in apparel companies cause employees to need continued training, to keep up with the ever-changing work environment.

Proposed Typologies For The Dress Needs Of Nursing Mothers And Babies And Available Nursing Dress: An Evaluation Of The Relationship Between Concepts In These Typologies, Ellen Mckinney, Armine Ghalachyan

Ellen C. McKinney

In the U.S., the majority of babies are weaned from the breast by the time they are three months old (CDC, 2007) in contrast to the recommendation of “exclusive breastfeeding for about 6 months. . ., with continuation of breastfeeding for 1 year or longer” (Eidelman & Schanler, 2012). Women who feel comfortable feeding in public breastfeed longer than women who are not comfortable (Allen & Pelto, 1985). Practical advice on carrying out life roles while breastfeeding is important and requires consideration of clothing (Mulford 2008). The purposes of this study were to (1) identify and organize (a) dress needs …

Insights From An Industry Advisory Board About Online Education For Practitioners, Eulanda A. Sanders, Pollyanna Zhang, Ellen Mckinney, Young-A Lee, Sarah Bennett

Ellen C. McKinney

Higher education institutions are increasingly using media and Internet for teaching and learning. The 2011 Survey of Online Learning reported that the number of students taking at least one online class was 6.7 million (Allen & Seaman, 2013). Sixty-five percent of higher education organizations perceive online education as a necessary part of their long-term development strategy (Babson Survey Research Group). Moreover, online education not only applies to college students, but also expands to continuing education of industry employees. Increasing technical skill requirements in apparel companies cause employees to need continued training, to keep up with the ever-changing work environment.

Proposed Typologies For The Dress Needs Of Nursing Mothers And Babies And Available Nursing Dress: An Evaluation Of The Relationship Between Concepts In These Typologies, Ellen Mckinney, Armine Ghalachyan

Ellen C. McKinney

In the U.S., the majority of babies are weaned from the breast by the time they are three months old (CDC, 2007) in contrast to the recommendation of “exclusive breastfeeding for about 6 months. . ., with continuation of breastfeeding for 1 year or longer” (Eidelman & Schanler, 2012). Women who feel comfortable feeding in public breastfeed longer than women who are not comfortable (Allen & Pelto, 1985). Practical advice on carrying out life roles while breastfeeding is important and requires consideration of clothing (Mulford 2008). The purposes of this study were to (1) identify and organize (a) dress needs …

Female Consumer’S Fit Strategies And Fit Perception Of Formalwear Rented Online: Content Analysis, Ellen Mckinney, Eonyou Shin

Ellen C. McKinney

With the advent of Internet technologies, consumers today have extensive opportunities to evaluate products online. Because “consumer reviews, word-of-mouth on the products, could be the most powerful force in the market place” (Silverman, 1997, p. 34), investigating consumer reviews is crucial to understand potential aspects of clothing that consumers may use to evaluate clothing fit. Given that apparel is a highly body-related product, the body-absent online apparel shopping environments is problematic for consumers’ fit problems and sizing inconsistency. Indeed, 62% of women could not find clothing that fit well, and 57% of women did not fit into today’s standard sizes …

A Framework For Classifying The Content Of Online Reviews Of Formalwear Rented Online, Ellen Mckinney, Eonyou Shin

Ellen C. McKinney

While online reviews are regarded as a key ingredient in product success, little is known about the content of online reviews of apparel products. This study focuses on online reviews found on Rent the Runway (RTR), a very successful firm, which provides consumers who want to wear designer formalwear for special occasions the opportunity to rent at a fraction of the retail price. Researching content of online reviews is important as it allows understanding of the evaluative criteria consumers use and report in online reviews. However, there has been no study to date to investigate online reviews of formalwear rented …

Teaching Apparel Pattern Completion Through Instructional Scaffolding, Ellen C. Mckinney, Erin M. Monfort-Nelson

Ellen C. McKinney

"Similar to the scaffolding used in construction to support workers as they work on a specific task, instructional scaffolds are temporary support structures faculty put in place to assist students accomplish new tasks and concepts they could not typically achieve on their own."

Investigating Online Reviews Of Formalwear Rented Online: Information Generated By Female Consumers In Rent The Runway Sites, Eonyou Shin, Ellen Mckinney

Ellen C. McKinney

With the explosive growth of e-commerce, consumer online reviews as a type of electronic word-of-mouth (eWOM) have become increasingly important. Because online reviews come from the consumer perspective, they are perceived to be more influential on consumers’ choices and more helpful in reducing consumers’ perceived uncertainty than seller-generated information. Despite this, no research to date has investigated consumer-generated information in online reviews of formalwear rented online. This study is the first attempt to understand consumer-generated information in online reviews of formalwear rented online.

Hospital Administrative Characteristics And Volunteer Resource Management Practices, Melissa Intindola, Sean Rogers Ph.D., Carol Flinchbaugh, Doug Della Pietra

Sean Edmund Rogers

Purpose – The purpose of this paper is to explore the links between various characteristics of hospital administration and the utilization of classes of volunteer resource management (VRM) practices. Design/methodology/approach – This paper uses original data collected via surveys of volunteer directors in 122 hospitals in five Northeastern and Southern US states. Findings – Structural equation modeling results suggest that number of paid volunteer management staff, scope of responsibility of the primary volunteer administrator, and hospital size are positively associated with increased usage of certain VRM practices. Research limitations/implications – First, the authors begin the exploration of VRM antecedents, and …

Circumstantial Impact Of Contact On Social Distance, Semih S. Yilmaz, Asli D.A. Tasci

Dr. Asli Tasci

Despite its century long existence, social distance is still a rare area of investigation in the tourism and hospitality context. In particular, there is a lack of attention on the empirical investigations about the relationship between contact and social distance in host–guest relations in a tourism setting. Hence, the purpose of this study is to determine whether there is such a relationship between social distance and different contact factors (previous visits and close friendships). An on-site survey on tourists and locals at a popular tourist destination, Mugla, in Turkey revealed partial support for these relationships under certain circumstances. Implications and …

The Return On Investment For Undergraduate Degrees In Hospitality And Tourism Management, Asli D. Tasci, Abraham Pizam, Robertico Croes, Po-Ju Chen

Dr. Asli Tasci

Increasing concerns regarding the value of higher education in the USA have motivated several organizations to calculate the return on investment (ROI) for college education by employing diverse methodologies. This study evaluates these methodologies by using data from a survey of alumni of Rosen College of Hospitality Management at the University of Central Florida. The results reveal that the highly publicized low ROI for college education might be inaccurate, confusing and misleading for several reasons, among which is the assumption of zero income while studying, causing debt to be the total of a student’s expenses. Data reveal that Rosen College …

Toward A Positive And Dynamic Theory Of Leadership Development, D. Scott Derue, Kristina Workman

Kristina Workman

In this chapter, we draw from the literature on positive organizational scholarship to inform and extend current theories and research on leadership development in organizational settings. Specifically, we highlight the value of a strengths-based approach to leadership development, draw attention to the emergence of positive cycles of leadership development, and emphasize the role of high-quality relationships and connections in facilitating leadership development. Our hope is that these theoretical insights provide the basis for new theory on cultivating extraordinary leadership capacity in organizations and stimulate future research on the positive and dynamic processes involved in leadership development.