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- Keyword
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- Stakeholder theory (2)
- Aggression, customer education, customer incivility, employee incivility, hotel management, service industry (1)
- Consumer-generated feedback (1)
- Consumer-generated feedback, eWOM, lodging, online reviews, social media (1)
- Customer experience, electronic to face (E2F) community, group dynamics, Meetup, online communities, theme parks (1)
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Articles 1 - 14 of 14
Full-Text Articles in Business
Towards A Model Of Electronic Word-Of-Mouth And Its Impact On The Hotel Industry, Edwin N. Torres, Dipendra Singh
Towards A Model Of Electronic Word-Of-Mouth And Its Impact On The Hotel Industry, Edwin N. Torres, Dipendra Singh
Faculty Scholarship and Creative Works
Scholars and practitioners recognize that spreading word-of-mouth can play an important role in the formation of a hotel’s image. However, the relationships among various measures of online customer engagement are relatively unknown. The present study analyzes the relationships and quantifies the impacts of various measures of online engagement including the number of online reviews, overall rating, and relative ranking. The researchers used path analysis on a sample of 178 hotels to study the relationships among relevant variables and build a model to explain the impact of such measures (Figure 2). The results reveal there is a positive direct effect of …
The Identification And Differentiation Of Festival Stakeholders: A New Perspective, Mathilda Van Niekerk, Donald Getz
The Identification And Differentiation Of Festival Stakeholders: A New Perspective, Mathilda Van Niekerk, Donald Getz
Rosen Faculty Scholarship and Creative Works
This article sets out to identify, differentiate, and categorize festival stakeholders by means of a multidimensional approach. Festivals are coproduced by a collection of stakeholders, and festival organizers facilitate the festival outcomes by interpreting stakeholders' contributions, aims, and concerns. Based on an extensive literature review, a theoretical framework was developed that illustrates how previous studies have typically identified and differentiated festival stakeholders by listing them or by means of a one-dimensional approach. For this study, an online survey was developed and administered to festival organizers in the US, testing the possibility of identifying, differentiating, and grouping festival stakeholders from a …
Applicability And Usefulness Of The Stakeholder Strategy Matrix For Festival Management, Mathilda Van Niekerk
Applicability And Usefulness Of The Stakeholder Strategy Matrix For Festival Management, Mathilda Van Niekerk
Rosen Faculty Scholarship and Creative Works
This article examines the applicability and usefulness of the stakeholder strategy matrix in the context of festival management. An extensive literature review gave rise to the development of an online survey. Data for the study were collected from festival managers in the US. This empirical study indicated that internal and external festival stakeholders differ from each other in significant ways, and that different management strategies should be used to manage them. The stakeholder strategy matrix appears to be more effective for the management of internal festival stakeholders and the least effective for managing external festival stakeholders. Based on the results …
Playing For First Place: An Analysis Of Online Reviews And Their Impact On Local Market Rankings, Dipendra Singh, Edwin N. Torres, April Robertson-Ring
Playing For First Place: An Analysis Of Online Reviews And Their Impact On Local Market Rankings, Dipendra Singh, Edwin N. Torres, April Robertson-Ring
Rosen Faculty Scholarship and Creative Works
Whereas past research studied the impact of online reviews on a hotel’s image, the present study analyzes the impact of various measures of customer engagement on the local market ranking of a hotel. For these purposes, the researchers collected data on a sample of hotels including the number of reviews, absolute rating (i.e. 1-5 stars), and market ranking (i.e. 1st, 2nd, 3rd place) on TripAdvisor. The authors tested the relationships between number of reviews, market ranking, overall rating and number of booking transactions. Results revealed that the absolute rating of the hotel was a significant factor in determining its market …
Customer And Employee Incivility And Its Causal Effects In The Hospitality Industry, Edwin N. Torres, Mathilda Van Niekerk, Marissa Orlowski
Customer And Employee Incivility And Its Causal Effects In The Hospitality Industry, Edwin N. Torres, Mathilda Van Niekerk, Marissa Orlowski
Faculty Scholarship and Creative Works
The present research sought to understand customer and employee incivility in the hospitality industry. The study identified customer actions that are perceived as uncivil by employees and coping strategies used by employees after experiencing uncivil behavior. Finally, service-recovery situations are differentiated from security-related incidents and guidance is offered to hospitality managers regarding the minimization of customer incivility. An empirical survey was distributed to 297 hotel employees. Regression analysis indicated that the effects of customer incivility were an increase in: customer aggression, employee negative emotions, employee-to-customer incivility, employee-to-employee incivility, and employee sensitivity to uncivil acts. The effects of employee-to-employee incivility were …
Let's 'Meetup' At The Theme Park, Edwin N. Torres, Marissa Orlowski
Let's 'Meetup' At The Theme Park, Edwin N. Torres, Marissa Orlowski
Rosen Faculty Scholarship and Creative Works
Many people enjoy theme park and other leisure experiences with their families; however, today a great number of single, geographically mobile individuals desire to partake in such experiences. 'Meetup' is the world’s largest social network of local groups and thus allows for both online and off-line (in person) interactions. Using an ethnographic approach, this study examines how individuals can enjoy activities centered on common activities, interests, and opinions (AIO) via immersion in a Meetup group over the course of a year. Notably, members visited with greater frequency, had less tolerance for long lines, and were more likely to attend special …
Team Cohesion In The Restaurant Industry: The Influence Of Core Evaluations, Marissa Orlowski
Team Cohesion In The Restaurant Industry: The Influence Of Core Evaluations, Marissa Orlowski
Electronic Theses and Dissertations
Team cohesion has been clearly established in the literature as an essential component of effective work teams, yet little research has been conducted in regard to what factors lead to cohesion within a restaurant management team. What is currently known about the antecedents of cohesion indicates that it emerges from individual team member attitudes and perceptions as a collective property of the team. This, in turn, suggests cohesion is influenced by the dispositional traits of team members. The core evaluations construct, which represents a model of dispositional traits existing within each individual at the most basic level, offers implications for …
The Effect Of Employee Behaviors On Consumers' Emotions And Behavioral Intentions In Positive Service Encounters, Yoshimasa Kageyama
The Effect Of Employee Behaviors On Consumers' Emotions And Behavioral Intentions In Positive Service Encounters, Yoshimasa Kageyama
Electronic Theses and Dissertations
Focusing on positive service encounters, this study examined the relationships among employee behaviors, customers' positive emotions, and subsequent customer behaviors. A comprehensive framework of positive service encounters and ten hypotheses were developed based on an in-depth literature review and an application of the theory of cognitive appraisal and the theory of positive emotions. The dissertation employed a survey design with measurements from previous research and collected data with Amazon Mechanical Turk. The target sample (N=299) was individuals that had a positive interaction with an employee at hotels over the last six months. The Structural Equation Modeling results suggested that employees' …
The Moderating Effect Shift Work Has On Support, Engagement, Satisfaction, Turnover, And Service Delivery: An Empirical Analysis Of Us Hotel Front Desk Personnel, William Ingram
Electronic Theses and Dissertations
Several industries require operations and services to be provided at all hours of the day. Many organizations have implemented a shift work system for scheduling purposes to meet the demand of their industry. While some research has been conducted on the effects of shift work on employees, overall, there is still much to be learned, especially in the hotel industry. Most hotel front desks in the United States operate 24 hours a day and therefore, have to staff employees for the morning, afternoon, and overnight shifts. Previous literature states that each shift starts and ends at different times of the …
Meeting Planner Loyalty To Convention Service Managers: An Investigation Of Emotional And Functional Competence In The Business-To-Business Exchange, Michelle Holm
Electronic Theses and Dissertations
The current state of literature surrounding the business-to-business (BTB) exchange in the meetings, incentives, conventions, and events (MICE) industry is limited. Likewise, the manner in which meeting planners forge their intentions to repurchase was unknown until the present study was conducted. The following research focused on the role of the hotel convention service manager (CSM) in the BTB exchange with the meeting planner to understand the role they play in the meeting planner's decision to repurchase. Since hotel CSMs have not been assessed in previous literature, one of the major contributions of this study was that it established a set …
The Role Perception Of Organizational Citizenship Behavior In The Japanese Hospitality Industry: Culture-Based Characteristics And Generational Difference, Yoko Negoro
Electronic Theses and Dissertations
Although a substantial amount of research on Organizational Citizenship Behavior (OCB) has been conducted, little is known about it within the context of the Japanese hospitality industry. While OCB is generally considered to be beyond ordinary job duties (extra-role), some researchers suggest that Japanese employees view OCB as part of their job (in-role). However, theoretical explanation for this phenomenon is still scant. This research aims to examine how culture-based organizational characteristics (workplace harmony and customer orientation) and generation influence the role perception of OCB among Japanese hospitality employees. An online survey was developed and distributed to hospitality employees working in …
Antecedents Of Emotional Labor And Job Satisfaction In The Hospitality Industry, Valeriya Shapoval
Antecedents Of Emotional Labor And Job Satisfaction In The Hospitality Industry, Valeriya Shapoval
Electronic Theses and Dissertations
It is a general policy in the hotel industry that all the service should be provided in the friendly and a professional manner. The first smile of a front desk clerk or a wait staff can make a difference in customer satisfaction and loyalty. A service quality is becoming more important with increase of competitiveness among hotels and hotel brands. A process of regulating positive emotions for an organization is called Emotional Labor (EL) (Grandey, 2000). While essential for the hospitality industry, empirical research on EL is very limited, and research on EL during stressful situations is almost nonexistent. To …
Tourist Responses To Potential Climate Change Impacts And Adaptation Measures In Florida's Coastal Destinations, Roberta Atzori
Tourist Responses To Potential Climate Change Impacts And Adaptation Measures In Florida's Coastal Destinations, Roberta Atzori
Electronic Theses and Dissertations
Some of the most vulnerable areas across the world have started experiencing the consequences of climate change, with action to deal with it long overdue. Florida, one of the most visited tourist destinations in the world, holds one of the most 'unenviable' positions in terms of its vulnerability to climate change with the effects already visible, particularly on its coastal areas. Climate is one of the major factors in affecting travel motivations and destination choice, and as such the implications of climate change for tourist behavior and demand patterns are significant. Beside the physical impacts of climate change, society's perception …
The Effect Of Brand Diversification And Systematic Risk On Firm Shareholder Wealth: The Case Of Brinker International, Inc., Abdullah Makki
The Effect Of Brand Diversification And Systematic Risk On Firm Shareholder Wealth: The Case Of Brinker International, Inc., Abdullah Makki
Electronic Theses and Dissertations
Divestiture activity within the restaurant industry has increased in the last twenty years, however there is a dearth of research investigating the subsequent effects of the phenomenon. In particular none of the studies in the literature, have specifically examined the effects of restaurant firms' brand diversification strategies and systematic risk on shareholder wealth when controlling for divestiture completions. This research extends the knowledge from previous work on corporate unbundling and brand diversification strategies to the unique restaurant industry. Drawing on agency theory, the long- and short-term effects of the resulting brand diversification levels on firm shareholder wealth following a divestiture …