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Full-Text Articles in Business
Dick's Last Resort Restaurants: A Unconventional Theme "Bad Service" Becomes Unique Experience For Guests, Sunghyeon Kim
Dick's Last Resort Restaurants: A Unconventional Theme "Bad Service" Becomes Unique Experience For Guests, Sunghyeon Kim
HIM 1990-2015
The hospitality industry has focused on increasing customer satisfaction by offering services that are generally described as flawless, courteous, and friendly. Dick's Last Resort restaurants, however, are distinguished by intentionally staged erroneous, obnoxious, and rude services that nevertheless provide a unique experience for customers. This unconventional service theme might work for some customers but not for others. This study focuses on exploring the factors that lead to customer satisfaction and dissatisfaction at Dick's Last Resort restaurants. In addition, customer satisfaction levels are examined according to gender and location. Using the modified critical incident technique, 518 online reviews were analyzed through …
College Students' Attitudes Towards Green Hotel Practices, Elvis Perez
College Students' Attitudes Towards Green Hotel Practices, Elvis Perez
HIM 1990-2015
This research was conducted to discover college students' attitude towards green hotel practices and will be helpful to the hospitality industry to help focus their marketing efforts Based on the survey correlations between variables it appears that the people who use green practices at home are more aware of green practices when staying at a hotels. Implementing green practices into hotels will help the environment and also create a positive brand image and loyalty from guests. The movement of "Green" benefits everyone: the employer, the employees, and the guests.