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- Keyword
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- Employee engagement (2)
- "service with a smile"; service economy; emotional labor; (1)
- American Automobile Association; AAA; Diamond rating; rating systems (1)
- Anticipation (1)
- Co-creation (1)
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- Corporate social responsibility (CSR) (1)
- Corporate social responsibility; service recovery (1)
- Creativity (1)
- Cultural congruence (1)
- Customer engagement behavior (1)
- Darden Restaurants; college education; hospitality education; (1)
- Destination marketing organization; day-trippers; holiday-makers (1)
- Drinking vessel; consumer perceptions (1)
- Effort behavior (1)
- Error management culture (1)
- Experience (1)
- Experience, review, definition, components, scales (1)
- Experienced utility (1)
- Food trucks; street food (1)
- Foodbourne disease; vibrio vulnificus; shellfish (1)
- Guest experience; luxury hospitality management (1)
- Hospitality (1)
- Hospitality education; hotels; Accor Hotels (1)
- Hospitality service quality; continuing care retirement communities (1)
- Hotel (1)
- Hotel frontline employees (1)
- Instant utility (1)
- International hotel chains (1)
- Invasive species (1)
- Leader–member exchange (1)
- Publication
- Publication Type
Articles 1 - 27 of 27
Full-Text Articles in Business
Impact Of Error Management Culture On Organizational Performance, Management-Team Performance And Creativity In The Hospitality Industry, Priyanko Guchait, Yu Qin, Juan Madera, Nan Hua, Xingyu Wang
Impact Of Error Management Culture On Organizational Performance, Management-Team Performance And Creativity In The Hospitality Industry, Priyanko Guchait, Yu Qin, Juan Madera, Nan Hua, Xingyu Wang
Faculty Scholarship and Creative Works
The purpose of this study is to examine how organizational error management culture impacts organizational performance, management-team performance, and creativity in the hospitality industry. In addition, this study examined the mediating effect of management-team learning behavior between error management culture and outcomes. Data were collected from general managers of 148 hotels in China using survey questionnaires. Results indicated that general managers' perceptions of organizational error management culture had a significant impact on all outcome variables. Additionally, the study found the mediating effect of management-team learning behavior.
Situational And Personal Factors Influencing Hospitality Employee Engagement In Value Co-Creation, Prakash K. Chathoth, Robert J. Harrington, Eric S. W. Chan, Fevzi Okumus, Zibin Song
Situational And Personal Factors Influencing Hospitality Employee Engagement In Value Co-Creation, Prakash K. Chathoth, Robert J. Harrington, Eric S. W. Chan, Fevzi Okumus, Zibin Song
Faculty Scholarship and Creative Works
This study explores the situational and personal factors affecting hospitality employees' engagement in the co-creation of value. The concept of value co-creation emerged from the general co-creation literature, and little research has assessed how situational and personal factors enhance our understanding of value creation. To explore these underlying factors, a qualitative study involving in-depth and focus group interviews was conducted at three luxury hotels in Hong Kong and Macao. The research findings indicate five situational factors and five personal factors impact cocreated value for hotel guests in the luxury sector. Insights are provided into the potential use of these factors …
Seeing Destinations Through Vlogs: Implications For Leveraging Customer Engagement Behavior To Increase Travel Intention, Yusi Cheng, Wei Wei, Lu Zhang
Seeing Destinations Through Vlogs: Implications For Leveraging Customer Engagement Behavior To Increase Travel Intention, Yusi Cheng, Wei Wei, Lu Zhang
Faculty Scholarship and Creative Works
Purpose: This study aims to understand customers' watching experience with travel vlogs and its impacts on one of the most prominent manifestations of customer engagement behaviors (CEBs) – word-of-mouth (WOM) – and their travel intention. Drawing upon the theory of resonance, this study incorporated both cognitive and emotional aspects of travel vlog watching experience. Design/methodology/approach: Online survey data were collected from 352 participants who have watched travel vlogs over the past 12 months. Partial least squares structural equation modeling (PLS-SEM) was performed for hypotheses testing. Findings: The study results reveal positive impacts of source credibility, inspiration, escapism and self-congruence on …
Public Preferences And Willingness To Pay For Invasive Forest Pest Prevention Programs In Urban Areas, Damian C. Adams, Jose R. Soto, John Lai, Francisco J. Escobedo, Sergio Alvarez, Abu S.M.G. Kibria
Public Preferences And Willingness To Pay For Invasive Forest Pest Prevention Programs In Urban Areas, Damian C. Adams, Jose R. Soto, John Lai, Francisco J. Escobedo, Sergio Alvarez, Abu S.M.G. Kibria
Faculty Scholarship and Creative Works
Invasive forest pests can cause environmental and economic damage amounting to billions of dollars (US) in lost revenues, restoration and response costs, and the loss of ecosystem services nationwide. Unfortunately, these forest pests do not stay confined to wildland forest areas and can spread into suburban and urban areas, imposing significant costs on local governments, homeowners, and management agencies. In this study, a contingent valuation experiment is used to estimate Florida residents’ willingness to pay (WTP) a monthly utility fee that would protect urban forests from invasive pests by implementing a monitoring and prevention program for their early detection and …
Corporate Social Responsibility In International Hotel Chains And Its Effects On Local Employees: Scale Development And Empirical Testing In China, Chaohui Wang, Runhong Hu, Tingting (Christina) Zhang
Corporate Social Responsibility In International Hotel Chains And Its Effects On Local Employees: Scale Development And Empirical Testing In China, Chaohui Wang, Runhong Hu, Tingting (Christina) Zhang
Faculty Scholarship and Creative Works
This study aims to investigate the corporate social responsibility (CSR) practices of international hotel chains operating in China and their effects on local Chinese employees. As CSR practices vary across countries and contexts, this study developed a scale of CSR metrics, which was based on CSR reports published by international hotel chains in China and a comprehensive literature review. Subsequently, the proposed model, which depicts the relationships between CSR practices and local employee work metrics, was tested with a PLS-SEM. Multiple phases of qualitative and quantitative investigations of 2451 local Chinese employees of international hotel chains allowed for validating a …
Rethinking Sleep Quality In Fotels: Examining The Risk And Protective Factors Associated With Travel-Related Insomnia, Wei Xiong, Meijiao Huang, Bendegul Okumus, Fang Fan
Rethinking Sleep Quality In Fotels: Examining The Risk And Protective Factors Associated With Travel-Related Insomnia, Wei Xiong, Meijiao Huang, Bendegul Okumus, Fang Fan
Faculty Scholarship and Creative Works
This study attempts to illustrate how traveling affects the sleep and well-being of hotel guests. We collected data from hotel guests and looked at various factors affecting their sleep quality during travel. The particular impact of said variables on insomnia was analyzed using a binary logistic regression. Study results show that the risk factors of developing insomnia while traveling include unhealthy sleep habits at ordinary times, being an early riser, short sleep durations, business trips, and sensitivity to unfamiliar environments. Protective factors include being a late sleeper and being satisfied with the accommodation facilities. The research findings offer specific theoretical …
Satisfaction Vs Experienced Utility: Current Issues And Opportunities, Maksim Godovykh, Asli D. A. Tasci
Satisfaction Vs Experienced Utility: Current Issues And Opportunities, Maksim Godovykh, Asli D. A. Tasci
Faculty Scholarship and Creative Works
Satisfaction is one of the most studied constructs in many fields, including tourism. As an important marketing metric, satisfaction is typically measured with self-reported retrospective evaluations of travel experience. However, the memory-based approaches have numerous limitations related to social desirability, availability heuristics, previous knowledge, mood at the time of answering questions and do not reflect the moment-by-moment nature of visitor experience. The shortcomings and limitations of self-reported retrospective evaluations could be eliminated by introducing pre-visit, on-site, and post-visit instant components of experienced utility as measures of visitor experience. The experienced utility allows eliminating the majority of self-report biases, capturing the …
The "If-Then" Rules Matter More? The Roles Of Regulatory Focus And Leader–Member Exchange, You-De Dai, Wen-Long Zhuang, Annie Ko, Fevzi Okumus
The "If-Then" Rules Matter More? The Roles Of Regulatory Focus And Leader–Member Exchange, You-De Dai, Wen-Long Zhuang, Annie Ko, Fevzi Okumus
Faculty Scholarship and Creative Works
This study aimed to explore the impact of regulatory focus on employees' effort behavior and social loafing in the context of international tourist hotels. The moderating effect of leader–member exchange on this causal relationship was also examined. Data were analyzed using a regression model of 708 valid responses obtained from frontline employees working in five-star international hotels. The results reveal that regulatory focus is positively related to effort behavior and partially supports social loafing. Leader–member exchange moderates the relationship between promotion focus and effort behavior as well as between prevention focus and effort behavior. These findings provide managerial implications for …
Customer Experience In Tourism: A Review Of Definitions, Components, And Measurements, Maksim Godovykh, Asli D. A. Tasci
Customer Experience In Tourism: A Review Of Definitions, Components, And Measurements, Maksim Godovykh, Asli D. A. Tasci
Faculty Scholarship and Creative Works
Considered as a more competitive advantage than price, product, or quality, the concept of experience has received increasing attention in different disciplines. However, the pathway for handling experience has not been clearly set forth due to divergent conceptualizations and insufficient measures of customer experience. This study critically analyzes empirical and conceptual literature on experience, provides a holistic definition of experience, proposes an experience model with four main components (emotional, cognitive, sensorial, and conative), and suggests using a combination of several measures to capture the totality of tourism experience at pre-visit, onsite, and post-visit stages. These suggestions provide important implications for …
Service With A Smile: How Organizational Injustice Impacts Emotional Labor, Valeriya Shapoval
Service With A Smile: How Organizational Injustice Impacts Emotional Labor, Valeriya Shapoval
Rosen Research Review
In the hospitality industry, where staff are expected to always deliver "service with a smile," organizational injustice can affect staff wellbeing and create emotional dissonance, preventing them from delivering high quality service. Dr. Valeriya Shapoval from Rosen College of Hospitality Management has documented the relationship between organizational injustice and emotional labor. Her work proposes solutions that hotel managers can implement to support their staff in achieving brand success.
Darden Restaurants: The Role Of College Education In The Hospitality Industry, Rick Cardenas, Elizabeth Yost
Darden Restaurants: The Role Of College Education In The Hospitality Industry, Rick Cardenas, Elizabeth Yost
Rosen Research Review
Rick Cardenas' first job was waiting tables at his local Red Lobster restaurant. Now he is Senior Vice President and Chief Financial Officer of Darden Restaurants, which owns and operates more than 1,700 restaurants under brands including Olive Garden, LongHorn Steakhouse, and Cheddar's Scratch Kitchen. Here, he explains to Rosen College's Elizabeth Yost how his own career developed and discusses the importance of a college education in the hospitality industry.
Diamonds: A Hotel's Best Friend?, Michael Nalley, Jeong-Yeol Park, Diego Bufquin
Diamonds: A Hotel's Best Friend?, Michael Nalley, Jeong-Yeol Park, Diego Bufquin
Rosen Research Review
Independent rating systems are common in many industries but possibly not as important as they are in the hospitality industry, covering both restaurants (with their world renowned Michelin stars) and hotels. In the US, the leading rating organization is the AAA (American Automobile Association) with their Diamond rating scheme. Many studies have looked at the impact of the Diamond rating on the performance of a particular hotel, but this study by Rosen College of Hospitality Management researchers Dr. Michael Nalley, Dr. Jeong-Yeol Park and Dr. Diego Bufquin, takes a different perspective, looking at how a change in the Diamond rating …
How Drinking Vessels Influence Customer Taste Perceptions, Marissa Orlowski
How Drinking Vessels Influence Customer Taste Perceptions, Marissa Orlowski
Rosen Research Review
First impressions count and it takes just a fraction of a second for us to decide whether we like someone when we meet them for the first time. With a collaborator, Rosen College of Hospitality Management's Dr. Marissa Orlowski is looking at how similar perceptions can be made about products and what implications this has for the food and beverage sector. They have discovered that the kind of vessel in which drinks are served affects both people's taste perceptions and their willingness to pay.
Romantic Brand Love In The Luxury Hotel Sector, Juhee Kang
Romantic Brand Love In The Luxury Hotel Sector, Juhee Kang
Rosen Research Review
When I fall in love…. it will be forever.' It's one of the best-known lines in the Great American Song Book, but romantic love is now an increasingly familiar concept in marketing. It's said that people can form a deep and meaningful emotional connection with their favorite brands, just as they can with a life partner. New research from Rosen College of Hospitality Management's Dr. Juhee Kang looks at what this means for luxury hotels and what they can do to stay in tune with modern consumers.
Do Loyalty Schemes Benefit Hotel Preferences?, Nan Hua, Wei Wei
Do Loyalty Schemes Benefit Hotel Preferences?, Nan Hua, Wei Wei
Rosen Research Review
Loyalty schemes have been a significant development in many industries, including the highly competitive hotel industry. But do those schemes contribute real value by improving hotel performance, or are they just an expensive but outdated marketing tool? Dr. Nan Hua and Dr. Wei Wei from the Rosen College of Hospitality Management, University of Central Florida, seek to better understand this relationship.
The Breakers: How To Make It In Luxury Hospitality Management, Tricia Taylor, Danielle Orchard
The Breakers: How To Make It In Luxury Hospitality Management, Tricia Taylor, Danielle Orchard
Rosen Research Review
There is no doubt that from the outside, the Italian Renaissance-style resort The Breakers Palm Beach, looks luxurious and comfortable. Executive Vice President & General Manager Tricia Taylor gives us the inside scoop on what it means to manage such a unique hotel and why she still loves her role 24 years in. She explains to Rosen Colleges' Sr. Director for Advancement, Danielle Orchard, why she is looking to Rosen College for future star employees.
A New Model To Help Prevent Foodborne Disease, Sergio Alvarez
A New Model To Help Prevent Foodborne Disease, Sergio Alvarez
Rosen Research Review
Shellfish, such as oysters, are a well-known source of foodborne diseases. A bacterium called Vibrio vulnificus, commonly found in shellfish, can cause particularly severe illness. Unfortunately, regulations aimed at improving food safety also have the potential to damage the fragile economic status of small coastal communities that depend on oyster harvesting. Rosen College of Hospitality Management's Dr. Sergio Alvarez has led the development of a new bioeconomic model that has the potential to help improve food safety while minimizing economic harm.
Florida's Food Truck Industry: Tackling The Food Safety Challenges And Health Risks, Bendegul Okumus, Sevil Sonmez
Florida's Food Truck Industry: Tackling The Food Safety Challenges And Health Risks, Bendegul Okumus, Sevil Sonmez
Rosen Research Review
Street food is a popular part of daily life, with a vast variety of vendors and food trucks around the world. It is easily available and well-known foods contribute to the local economy. Despite these strengths, many cultures don't highly regard street food. In particular, it's often perceived as unhygienic compared to restaurant food. These concerns around standards are indeed upheld by research in some countries. Researchers Dr. Bendegul Okumus and UCF Rosen College of Hospitality Management and Dr. Sevil Sonmez at UCF College of Business analyze the inspection challenges street food faces and review the gaps between food safety …
How Effective Are Virtual Reality Experiences As Destination Marketing Tools?, Alessandra Marasco, Piera Buonincontri, Mathilda Van Niekerk, Marissa Orlowski, Fevzi Okumus
How Effective Are Virtual Reality Experiences As Destination Marketing Tools?, Alessandra Marasco, Piera Buonincontri, Mathilda Van Niekerk, Marissa Orlowski, Fevzi Okumus
Rosen Research Review
How did you decide where to go on your last holiday? Did you see a picture-perfect paradise promoted on your social media feed? Once upon a time, planning your perfect holiday was organized with a trip to the local travel agency. In recent years you are more likely to pick your destination based on the most attractive advertisements at the top of an online travel agency website. Dr. Mathilda van Niekerk, Dr. Marissa Orlowski and Dr. Fevzi Okumus from Rosen College of Hospitality Management, along with Allessandra Marasco and Dr. Piera Buonincontri from the National Research Council's Institute for research …
Holiday Research: How Academia Is Informing A Destination Marketing Organization, Misty Johantgen
Holiday Research: How Academia Is Informing A Destination Marketing Organization, Misty Johantgen
Rosen Research Review
Destination marketing is a changing industry; the advent of the internet and smartphones has led to an explosion in the number of destination marketing companies looking to be the reason you visit somewhere. So how does one destination marketing organization (DMO) stand out from another? How much has the role of DMOs altered in recent years? Misty Johantgen, Chief Operating Officer of Experience Kissimmee, one of the largest DMOs in Florida, is here to tell us more.
The Role Of Hospitality Service Quality In Third Places For The Elderly, Denver E. Severt, Ji-Eun Lee
The Role Of Hospitality Service Quality In Third Places For The Elderly, Denver E. Severt, Ji-Eun Lee
Rosen Research Review
As a result of the ageing baby-boomer generation and increasing average life expectancy, the active elderly is a growing population who enjoy their later lives. In order to support these individuals, it is essential to provide appropriate housing and services. In addition to the provision of these resources, it is also important that theses are of a high quality in order to adequately meet resident needs. Dr. Denver Severt and Dr. Ji-Eun Lee from Rosen College of Hospitality Management have explored the role of hospitality service quality in a Continuing Care Retirement Community (CCRC) setting.
Shopping Around: Can Good Corporate Social Responsibility Lead To Positive Service Recoveries?, Heidi Albus, Hee Jung Ro
Shopping Around: Can Good Corporate Social Responsibility Lead To Positive Service Recoveries?, Heidi Albus, Hee Jung Ro
Rosen Research Review
We have all experience 'bad service,' whether it be at the hands of ill-tempered waiting staff or a poorly trained shot manager, and you wouldn't be alone if you had regaled the story to friends and claimed, 'they've lost me a a customer forever!' But have you even been won back? And if you were, what was it that persuaded you to return? Some of the latest research from Ms. Heidi Albus and Dr. Heejung Ro at Rosen College for Hospitality Management investigates whether knowledge of a company's corporate social responsibility might have a significant effect on 'service recovery.'
Out With The Old, In With The New: Education In The Hospitality Industry, Louis A. Lenglet, Sebastien Bazin
Out With The Old, In With The New: Education In The Hospitality Industry, Louis A. Lenglet, Sebastien Bazin
Rosen Research Review
What does it mean to be Chief Executive Officer (CEO) of the largest hotel group in the world outside of the United States? How do you effectively lead a company that manages so many different brands and franchises? And how is it best to train new employees to be part of that shared vision? Accor is one of the largest hospitality companies in the world, with resorts, hotels and vacation properties across the globe. current CEO Sebastien Bazin is hoping to bring together the world of hospitality and education to build a bright and sustainable future for the company. Rosen …
A Holistic Approach To Asses The Determinants Of Travel-Tracking Mobile Application Acceptance, Marcos De Medeiros
A Holistic Approach To Asses The Determinants Of Travel-Tracking Mobile Application Acceptance, Marcos De Medeiros
Electronic Theses and Dissertations, 2020-
This thesis investigated factors affecting travelers' intention to adopt a new type of travel-focused mobile application named travel-tracking mobile applications (TTMA). In general, TTMAs enable travelers to act as travel-posters (i.e., those who use the application to record and post/share their travel routes and travel-related information and experiences), and/or travel-takers (i.e., those who use the application to access, read, and follow the travel routes and other travel-related information and experiences posted/shared by travel-posters). By adopting an extended version of the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) framework (Venkatesh et al., 2012), the first part of the …
The Precariat And The Pandemic: Assessing The Wellbeing Of Metro Orlando's Hospitality Workers During The Covid-19 Pandemic, Caroline Austin
The Precariat And The Pandemic: Assessing The Wellbeing Of Metro Orlando's Hospitality Workers During The Covid-19 Pandemic, Caroline Austin
Electronic Theses and Dissertations, 2020-
In 2018, the Orlando metro area was visited by 126.1 million tourists, a new record which the area has broken for its eighth year (Sanata 2019). As the number of visitors to the area continues to rise, so has the number of people employed by the hospitality industry which currently makes up the largest sector of the area's job market, employing 280,000 workers as of December 2019 (Bureau of Labor Statistics). Consistent growth in various insecure and unstable jobs of this kind have prompted the development of theory regarding the emergence of a new class known as the precariat. The …
Dispositional, Place Perceptions, And Imagination: The Interactive Network Of Authenticity, Ying Chao
Dispositional, Place Perceptions, And Imagination: The Interactive Network Of Authenticity, Ying Chao
Electronic Theses and Dissertations, 2020-
The purposes of this dissertation are threefold: to define and operationalize different types of authenticity, to test the interactive network of different types of authenticity, and to test the relationships between authenticity and tourist outcome variables including transformation, place attachment, and loyalty. In psychology, authenticity is typically conceptualized to be subject-based in nature, referring to a person's state of being true to oneself across contexts and against external influences. This type of authenticity has been termed "dispositional authenticity" and operationalized in this study in dimensions of authentic living, accepting external influence, and self-alienation. In tourism, authenticity is usually considered to …
Antecedents Of Tendency To Help The Victims Of Human Trafficking From The Perspective Of High-Contact Service Employees In The Lodging Industry, Melissa Farboudi Jahromi
Antecedents Of Tendency To Help The Victims Of Human Trafficking From The Perspective Of High-Contact Service Employees In The Lodging Industry, Melissa Farboudi Jahromi
Electronic Theses and Dissertations, 2020-
International Labor Organization estimated that 40.3 million people were victims of human trafficking in 2016. The high rate of human trafficking has drawn policymakers' attention to this issue and made them enforce anti-trafficking laws and regulations. However, their legal measures have not been based on solid empirical evidence due to the lack of academic research on human trafficking. The scant research available on human trafficking has been mainly descriptive or an investigation of sex trafficking cases to provide help to survivors. Thus, there is a need for research to explore human trafficking as a human rights issue through various perspectives …