Business Commons^™

Effects On Hotel Customer Service Based On Growth In Technology, Chelsea M. Temple

Senior Capstone Projects

This study will be concentrating on the effects of technology on customer service quality in the hotel industry. The purpose of this research is to measure the satisfaction of the guests based on the growth in technology in a hospitable setting. The customer guest satisfaction ratings and responses for this research will be based on a pilot study conducted by convenience sampling. The participants in this study are guests that have visited one of the top hotel chains in the world. The method of convenience sampling is used due to the opportune surveys that are sent to guests inquiring their …

Redesign A Travel Plan By Using Creative Problem Solving, Jingwen Che

Creativity and Change Leadership Graduate Student Master's Projects

Nowadays, there is a big market for Chinese citizens to travel abroad. There is a growing need for Chinese to experience a customized travel. This project uses Creative Problem Solving to fix the problem existed in the previous travel plan, and redesign a unique, customized and functional travel plan. This project is a sample of how to improve family relationships in a travel experience by using Creative Problem Solving.

The Effects Of Japanese Ryokan Attributes On Perceived Values And Purchase Intention, Ryuichi Karakawa

Electronic Theses and Dissertations

The increasing demand for spa and hot spring resorts, particularly within the luxury markets, provides an opportunity for new types of accommodations. This study focused on Ryokan which is described as traditional Japanese hotels with hot springs. Despite the recent trend of expanding Japanese Ryokans in the global market, most extant research had only focused on perceptions of customers who have experienced Ryokans. Therefore, this study explored what attributes of Japanese Ryokans are important to potential customers and to what extent these attributes could enhance perceived values toward Japanese Ryokans. A total of 983 usable responses were collected through an …

Tribal Gaming Leader Strategies Toward A Sustainable Future, Janie A. Hall, Patricia I. Fusch, Janet M. Booker

The Qualitative Report

One aspect of leadership strategy is the need to account for the core values of the organization.The purpose of this case study was to explore the tribal gaming leader strategies used toward sustainability, an action that leads to tribal economic development and stability. The conceptual framework of situational leadership theory was used to guide the scope and analysis of this study. Six tribal gaming leaders from Oklahoma participated in a focus group session; 7 additional tribal gaming leaders from the same gaming organization participated in individual interview sessions. Member checking was used to strengthen the credibility and trustworthiness of the …

A Strategic Audit Of Runza Restaurants, Chase Caverzagie

Honors Program: Senior Projects (Public)

Runza is a well-known, Nebraskan restaurant. As Runza begins to expand, and a new generation of buyers approaches, it is important for Runza to examine the horizon and think critically about their future strategy. Runza will need to decide what their next steps will be to maintain a competitive advantage, and be successful for many more years to come. This strategic audit will look at the company’s background, business model, the internal and external environment, and company strengths and weaknesses. Then, several strategy alternatives are proposed, with the selection and implementation plan of the best strategic alternative.

Why And When Witnessing Uncivil Behavior Leads Observers To Punish Frontline Employees And Leave The Firm, Ismail Karabas, Jeff Joireman, Shinhye Kim

Faculty & Staff Research and Creative Activity

The present studies examined observer responses to failed recoveries following a service failure in a restaurant setting. Study 1 demonstrated that, relative to a neutral response, a negative server response increased desire for revenge and negative firm attitudes, which reduce tipping and return intentions, but revealed no benefits of a positive server response. Study 2 highlighted the full buffering effect of management apology on firm-related outcomes (attitudes, return intentions) which did not extend to employee-related outcomes (desire for revenge, tipping). Study 2 also supported a structural model in which negative server responses generate perceived deontic injustice, which predicts desire for …

Miami Craft Brewery Collection, David Lanster

Library Research Scholars Program 2018-2019

The Miami food scene - including restaurants, breweries, bakeries, and distilleries - is in a state unlike any it has experienced before. Fueled by innovators in cuisine and tangible public excitement, it is an unprecedented time in terms of both quantity and quality for South Floridians to eat and drink. The Miami Craft Brewery Collection effort within the Special Collections hopes to document and celebrate the rise of Craft Brewing in Miami through the collection of brewery documents, advertising ephemera, bottles/labels, actual beer, and oral histories from prominent leaders in the field.

Tourism Stakeholder Assessment - Presentation, Ara Pachmayer

Recreation Tourism

The Tourism Stakeholder Assessment Project was undertaken partly in response to anecdotal evidence regarding inconsistencies with branding, lack of strategic direction, and regional cooperation that affects the overall competitiveness of the tourism industry in Humboldt County, CA. The goal of the project was to better understand the state of the tourism industry in Humboldt County and what steps can be taken to keep improving the industry. The presentation contains results presented at a public meeting in spring 2019.

Everything You Never Wanted To Know About Spanish Wines (And A Few Things You Did), John Phillips Wacker

Senior Theses

The Spanish wine scene is incredibly diverse, and an immense number of different wines are made in the country. Likewise, Spain is incredibly rich in culture, with a wide array of languages, histories, cultures, and cuisines found throughout the nation. The sheer number and variety of Spanish wines and the incredible variety of cultures found in Spain may be daunting to the uninitiated. Thus, a guide to Spanish wine and culture, which not only details the two but links them, as well, may prove very helpful to the Spanish wine newcomer or perhaps even a sommelier.

This thesis-guide was compiled …

Transnational Sharing Economies & Neoliberal Urbanism: Airbnb In The City-Region Of Tangier, Jack Spector-Bishop

Independent Study Project (ISP) Collection

Since the early 1980s, Morocco’s strategies of urban governance have been decidedly neoliberal, focusing on entrepreneurialism, market liberalization, and privatization in order to make Moroccan cities more competitive in a global capitalist market (Bogaert 2010; Kanai & Kutz 2011). Within this context of neoliberal urban restructuring, I examine the case of Airbnb in the rapidly globalising city-region of Tangier. Airbnb is an online “sharing economy” platform which allows property owners to rent out living spaces to short-term travellers, usually tourists. In the Moroccan urban context, Airbnb is part of a broader trend of entrepreneurial development, influx of international capital into …

2019 School Of Culinary Arts & Food Technology - Spring Newsletter, James Peter Murphy

Other resources

The School of Culinary Arts & Food Technology - Spring Newsletter captured the many events, research, awards, significant contributions and special activities which the students and staff members of the school have successfully completed leading up to and during the Spring period of 2019.

Residents As Destination Advocates: The Role Of Attraction Familiarity On Destination Image, Muhammet Kesgin, Rajendran S. Murthy, Linden Pohland

Articles

Purpose – Emphasizing the role of residents as destination advocates, this study investigates the influence of residents’ familiarity with, and, favorability of attractions on destination image. Design/methodology/approach – A mixed methods research strategy was employed using fifteen individual in-depth interviews and a survey questionnaire with a sample of N=364. The study utilizes an attraction familiarity index to classify respondents into four groups based on high, average, and low familiarity and examines the characteristics of each in the relationship between informational familiarity, experiential familiarity, and favorability and destination image. Findings – The study reveals resident perceptions of attractions within the tourism …

School Of Culinary Arts & Food Technology, Technological University Dublin Newsletter: Spring, 2019 -Spring Newsletter 2019, James Murphy

Articles

The School of Culinary Arts and Food Technology, TU Dublin, Spring Newsletter captured the many events, research, awards, significant contributions and special civic and community activities which the students and staff members of the school have successfully completed up to the Spring period of 2019. The successful completion of these activities would not be possible without the active and on-going support of the 'INSPIRED' friends of Culinary Arts (school supporters) and our school's industry association supporters.

Customer Satisfaction Index Of Singapore 2018: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2018. Singapore’s 2018 national score was computed using the data collected during these four quarters.

The Impact Of Maryland’S Global Reimbursement System On Patient Satisfaction: A One-Way Analysis Of Variance, Richard Blanco-Topping

Faculty Dissertations

Abstract The quality and cost of health care services have been of significant concern for many years for policymakers and healthcare leaders. New payment models such as the global payment model and the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey instrument were introduced to assess and improve the national healthcare system. However, the impact of the global payment model on patient satisfaction of care remains limited. The purpose of this study was to investigate if Maryland Global Payment Model impacts patient ratings of hospital care during and after the implementation of the model. The primary research question …

Marketing The Arts: A Comparative Analysis Of The Social Media Practices Of Select Performing Arts Centers, Lindsey Morin

Recreation, Parks, and Tourism Administration

Performing arts centers (PACs) provide a cultural hub that aids in increasing civic engagement and social capital within a community. Attendance in the performing arts has been on the decline, which threatens the cultural richness of communities across the country. The purpose of this study was to examine the social media marketing practices of select California performing arts centers. The PAC, San Luis Obispo, San Diego Symphony and Segerstrom Center for the Arts were selected to be examined in this study. This was done by strategically analyzing the Facebook, Instagram and Twitter accounts for each of the three PACs utilizing …

Using The Mixed Methods Research To Model The Hotel Performance Measurement In Egypt: An Example From A Hotel Chain, Karam G. Zaki

Journal of Global Business Insights

The aim of this research is to propose a process dynamic model for measuring and benchmarking performance in hotel food and beverage operations. This model involves three sequential stages; first, identifying the existing performance measures used in hotels; followed by, calculating performance using Data Envelopment Analysis (DEA) and LINGO application; third, benchmarking the performance index. The research design involves a case study methodology with the choice of mixed methods. It uses 20 in-depth semi-structured interviews, group discussions, archival analysis, and direct observations. A panel data from 2007 until 2016 was obtained from the hotel cases to get performance calculations and …

Organizational Alignment And Employee Job Satisfaction In An Eb-5 Hotel, Valentina Naumenko, Robert R. Schaller

Journal of Global Business Insights

The hospitality industry of the United States continues to thrive and grow each year with millions of tourists and business visitors. Florida, and specifically Orlando are leaders in U.S. tourist destinations. The industry’s growth has been stimulated by foreign direct investment, including the EB-5 visa program, which in 2016 contributed almost $4 billion of inward capital investment. The hospitality industry receives one of the largest portions of total EB-5 investment, about 31%. Florida ranks 2nd to New York among a handful of other states that receive the most EB-5 investment. Because more and more hospitality organizations are financed by EB-5 …

An Approach To Determining Customer Satisfaction In Traditional Serbian Restaurants, Florentin Smarandache, Dragisa Stanujkic, Darjan Karabasevic, Edmundas Kazimieras Zavadskas, Fausto Cavallaro

Branch Mathematics and Statistics Faculty and Staff Publications

The aim of this paper is to make a proposal for an easy–to–use approach to the evaluation of customer satisfaction in restaurants. In order to provide a reliable way to collect respondents’ real attitudes, an approach based on the use of smaller number of evaluation criteria and interactive questionnaire created in a spreadsheet file is proposed in this paper, whereby an easy-to-understand and simple-touse procedure is proposed for determining weights of criteria. In addition to the said, the proposed approach applies the simplified SERVQUAL-based approach, for which reason a simplified version of the Weighted Sum Method based on the decision …

Expert Commentary On Sports Betting Post-Paspa, Becky Harris

International Gaming Institute Faculty Research

Becky Harris, appointed by former Nevada Governor Brian Sandoval (2011-2019), served as the first female Chair of the Nevada Gaming Control Board from January 2018 to January 2019. Harris was the first Chair to propose regulations addressing workplace sexual harassment. Prior to serving as Chair, Harris served in the Nevada Legislature for the 2015 and 2017 legislative sessions.

Why Do Employees Break Rules? Understanding Organizational Rule-Breaking Behaviors In Hospitality, Ankita Ghosh, Cass Shum

Hospitality Faculty Research

This study explores employees’ organizational rule-breaking behaviors in the hospitality industry. Unlike the majority of hospitality literature which suggest rule-breakers are deviant, a growing stream of management research suggested that intentions behind rule-breaking behaviors among organizational employees include self-interest, to increase work efficiency, to help a subordinate or a coworker, and to provide good customer service. Our study extends the research on rule-breaking not only by studying the intentions of hospitality employee rule-breaking behaviors, but also by exploring the types of rules broken and the possible consequences of such behaviors. Eighty hospitality workers studying at a public university in the …

From Casino Wars To Casino Capitalism: Sovereignty And Gaming In Macau, Tim Simpson

Occasional Papers

In 1999, after nearly half a millennia of administration, Portugal returned the citystate of Macau to the People’s Republic of China, and it was designated a Special Administrative Region under the PRC’s “one country, two systems” regime. Less than a decade after the handover Macau was transformed into the world’s most lucrative site of casino gaming, and today the city is visited by more than 35 million annual tourists, the majority of whom are from mainland China. Macau’s remarkable economic expansion may be in part attributed to the city’s ambiguous sovereignty, an endemic characteristic which dates to the city’s founding …

Determinants Of Customer Satisfaction At The San Francisco International Airport, Ashok K. Singh, Myongjee Yoo, Rohan Dalpatadu

Hospitality Faculty Research

This study attempts to determine the overall satisfaction factors from airline passengers at the San Francisco International Airport (SFO), using the classification method of random forest. The analysis is based on the 2014 annual survey conducted by SFO that collects data on passenger demographics and satisfaction with airport facilities and services. Results of this study indicate that some service attributes are more important than others for passengers’ overall satisfaction at SFO. Study results are expected to provide practical insights to the airport industry. This study, in addition, introduces the machine learning method of random forest to tourism research.

Prosocial Rule-Breaking To Help Coworker: Nature, Causes, And Effect On Service Performance, Cass Shum, Ankita Ghosh, Anthony R. Gatling

Hospitality Faculty Research

We examine the nature, antecedents, and service performance consequence of employees’ prosocial rule-breaking behaviors with a motive to help coworkers (PSBC) in two studies. Using a qualitative exploratory study with a sample of 80 hospitality workers, we showed the prevalence of PSBC in the hospitality industry, which includes four unique forms. Next, we examined the causes and effect of PSBC by drawing on the social cognitive theory. We proposed that coworkers PSBC and employees’ moral courage interactively predict employee PSBC, which has a negative effect on service performance. We tested the hypotheses using a time-lagged survey study with a sample …

Study Of University Donor Recognition Event, April Smith, Sarah Sargent, Gina Fe G. Causin, Mary S. Olle

Faculty Publications

Festivals, fairs, conventions, ballgames, concerts and fundraising activities are types of special events that individuals typically attend to participate in the festivities and enjoy with friends, family and colleagues (Causin & McCarthy, 2017; Causin et. al, 2010). Fundraising in higher education has been around for hundreds of years. In the early 1900’s, the driving motivator for fundraising was to provide funds for students specifically for housing expenses, books and food (Cook & Lasher, 1996).

Research has shown that donors are more likely to give when their contributions are made known to the public (Sheremeta & Samek, 2017). In an effort …

Dealing With White Privilege In The Hospitality Workplace, Ashley Camarillo, Jasmine Edwards

School of Human Sciences Research Showcase

White privilege is defined as inherent advantages possessed by a white person on the basis of their race in a society characterized by racial inequality and injustice. White privilege is the societal privilege that benefits people whom society identifies as white in some countries, beyond what is commonly experienced by non-white people under the same social, political, or economic circumstances. In researching articles about white privilege in the workforce, we learned that this is very apparent in every workplace. In reading these articles, we found out that Caucasian people are not very aware of their white privilege, while people of …

Hospitality Fighting Against Sex Trafficking, Ashley Camarillo

School of Human Sciences Research Showcase

Sex trafficking is defined as “a commercial sex act that is induced by force, fraud, or coercion, or in which the person induced to perform such act has not attained 18 years of age or the recruitment, harboring, transportation, provision, or obtaining of a person for labor services, through the use of force, fraud, or coercion for the purpose of subjection to involuntary servitude, peonage, debt bondage, or slavery” (USC, Title 22, Chapter 78, 7102, Sec. 9A and B). Whether we realize or not, sex trafficking is looming specifically in hotel and lodging facilities. The ease of traffickers to use …

Stereotypes Within The Hospitality Industry, Shelby Becker, Joli Ballew, Nikki Acayan

School of Human Sciences Research Showcase

Stereotypes are present in our day to day lives as microaggressions towards people of different diversity subgroups. These stereotypes are toxic to the workplace in any industry, but especially in the hospitality industry. In a business that revolves around global travel, it’s imperative that stereotypes do not have a place in the day-to-day operations. Hospitality is an industry in which having an open mindset and welcoming people who are different from you needs to be the standard. People are not defined by titles or skin color, they deserve the chance to define themselves.

Sustainability In The Housekeeping Department Of A Lodging Facility, Samantha Kimball

School of Human Sciences Research Showcase

Sustainability is a trend that has increased tremendously in today’s society. It is especially important in finding ways to go green, and to help the environment be cleaner and healthier. This comes to show in the hospitality industry especially in the lodging industry. The study consists of two surveys: one that is sent out to the different hotel managers in the Nacogdoches area and another that students in a hospitality course take based on their previous stay in a hotel.

Working With People From The Middle East, Savannah Holbrook, Erin Keir, Samantha Kimball

School of Human Sciences Research Showcase

People from the Middle-East encounter a lot of issues in American society. They encounter public humiliation, religious oppression, and violence in many ways. In this assignment we looked at the cause, effect, and resolution of integrating Middle Eastern people into the hospitality workforce. Within our research, we want to look at what the common misconceptions of Middle Eastern people are, what the culture entails, and how businesses in the United States can be more inclusive to Middle Eastern workers.