Business Commons^™

Social Influence On Consumers’ Online Review Behavior, Hengyun Li

Theses and Dissertations

Online reviews constitute an important source of word-of-mouth, which can affect consumers’ product choices as well as company sales and profitability. Therefore, understanding the factors underlying consumers’ online posting behavior is essential for business success and relevant knowledge development. This dissertation consists of three independent but closely related studies focusing on hotel and restaurant contexts. The objectives of this dissertation are to investigate how prior reviews and disconfirmation (i.e., the deviance between post-consumption evaluations and other consumers’ prior average review rating) may affect subsequent consumers’ online review-posting behavior in terms of their willingness to post online reviews, the review ratings …

Delighted Or Outraged? Uncovering Key Drivers Of Exceedingly Positive And Negative Theme Park Guest Experience, Edwin Torres, Ady Milman, Soona Park

Faculty Scholarship and Creative Works

Purpose

Despite multiple studies of customer delight in various service industries, limited research exists in the hedonically driven theme park context. The purpose of this paper is to explore the key drivers of customer delight and outrage in theme parks by analyzing TripAdvisor’s comments from visitors to the top 20 North American theme parks.

Design/methodology/approach

Following the analysis of thousands of extremely positive and negative comments using MAXQDA qualitative software, keywords drivers of delight and outrage were identified. The researchers applied both thematic and root cause in order to ascertain the sources leading to both positive and negative consumer feedback. …

Comparing Self-Service Technologies And Human Interaction Services In The Hotel Industry, Soona Park

Electronic Theses and Dissertations

Due to the development of technology, one of the major trends in the hospitality industry is service migration from human interaction services (HISs) to self-service technologies (SSTs). Therefore, it is important to examine customers service perceptions based on two different service provisions: SSTs and HISs. This study investigated similarities and differences between SST and HIS customer service perceptions based on several service quality dimensions, their effects on customer satisfaction and service loyalty in the hotel industry. Initially, this study conceptualized the service quality dimensions with six major dimensions (i.e., reliability, responsiveness, tangibles, competence, efficiency, and enjoyment) and hypothesized to have …

Tales From The Slot Floor: Casino Slot Managers In Their Own Words, David Schwartz

UNLV Gaming Press Books

Slot machines have been, since the 1970s, an integral element of the modern casino resort. From the early 1980s, they have garnered the bulk of gaming revenues in Nevada and in most American jurisdictions that have legalized casinos since then, they also produce the majority of gaming win. For that reason, they are an incredibly important part of any modern casino resort, and their management deserves documentation and investigation.

In 2016 and 2017, the University of Nevada, Las Vegas Center for Gaming Research, in cooperation with the Oral History Research Center, conducted an oral history project focusing on slot managers. …

Influence Of Perceptual Factors Of A Responsible Gambling Program On Customer Satisfaction With A Gambling Firm, Brett Abarbanel, Lisa Cain, Kahlil S. Philander

Research & Economic Development Faculty Research

Using data collected from customers of a Canadian provincial government-owned gambling firm, this study explores the relationship between gamblers’ perception of the organization’s commitment to responsible gambling programs and satisfaction with the firm. Results of a principal components analysis suggest that many value based judgements are closely related, and a multivariate regression model suggests that perceived adequacy of responsible gambling programs and perceived firm motives are predictive of customer satisfaction scores. We conclude that corporate social responsibility, and in particular, a commitment to responsible gambling programs, are closely related to customer satisfaction with gambling firms.

Driving Towards Sustainability: A Case Study Of The Facilitators And Inhibitors Of Electrifying Drive Tourism Within The United States National Park System, Amanda Templeton

Electronic Theses and Dissertations

Drive tourism has proven to be a popular sub-sector of the tourism industry, given its ability to offer tourists a substantial amount of flexibility and sense of freedom in determining what destinations to explore. Few studies have examined the future of the drive tourism with consideration to changing technologies and growing awareness to the impact of carbon emissions and Green House Gasses. Research has recently begun to examine the ecological consequences of park transportation systems. Some of these problems can be seen within the United States National Park System (NPS), as various park units are experiencing problems related to infrastructure …

Scale Development To Measure The Co-Creation Experience, And Resulting Value And Behavioral Intentions In Museums, Exhibitions, And Installations, Elaine Mathis

Electronic Theses and Dissertations

The purpose of this study was to develop and test a scale that can measure the co-creation experience, resulting value, and behavioral intentions in MEI. The study addresses six objectives: (1) To propose a framework of co-creation, (2) To evaluate what constructs of co-creation are needed, (3) To analyze how and what value is created, (4) To evaluate how co-creation impacts behavioral intentions, (5) To evaluate how value impacts behavioral intentions, and (6) To create a model that tests the co-creation experience and resulting value and behavioral intentions in MEI. This dissertation employed a mixed-method approach. A qualitative study was …

The Impact Of Coping Strategies On Occupational Stress And Turnover Intentions Among Hotel Employees, Songshan (Sam) Huang, Robert Van Der Veen, Zhenchun Song

Research outputs 2014 to 2021

This study examined the impact of problem solving, social support and avoidance as coping strategies on occupational stress and turnover intentions among hotel employees. Using a sample of 455 employees from seven hotels in Shandong Province, China, the study found that problem solving as a coping strategy predicts lower levels of occupational stress. Both social support and avoidance strategies were found to increase occupational stress instead. Occupational stress was positively correlated with hotel employees’ intentions to leave and the study furthermore clarified the role of occupational stress as an important mediator in the relationship between coping strategies and turnover intentions. …

An Analysis Of Perceptions Of Restaurant Authenticity At Food Tourism Destinations In The Southeastern U.S, Jamie A. Levitt

Theses and Dissertations

The purpose of this study was to develop a comprehensive scale, containing multiple restaurant attributes and authenticity conceptualizations, to measure restaurant authenticity; to test a model examining the mediators and outcomes of restaurant authenticity at independent, full service Southern-style restaurants at food tourism destinations in the Southeastern U.S.; and to determine if the influences of restaurant authenticity differ between food tourists, general tourists, and locals.

A four-step approach adapted from Netemeyer et al. (2003) was used to develop the restaurant authenticity scale (RAS). Ultimately, the RAS contained six authenticity conceptualizations, 20 items and three dimensions: restaurant heritage and environment, food …

How Do National Employment Policies Influence Human Resource Practices? A Comparative Study Of The Integrated Resort And Hotel Industry In Macau And Singapore, Poh Chong Danny Ng

Theses: Doctorates and Masters

Asia’s growth in prominence over the last decade is a phenomenon that has seen some governments and international financial institutions defining the twenty-first century as the Asian Century, in which Asia will be the focus of economic growth (Kohli, Sharma & Sood, 2011). The wealth in the major economies of Asia will see an increase in a dominant middle-income group, with strong spending power not only in terms of lifestyle domestically, but also internationally. This group’s quest for the finer things in life will transform the hospitality industry in countries such as Singapore and Macau: both are international metropolises with …

Chinese Outbound Travel: Understanding The Socioeconomic Drivers, Songshan (Sam) Huang, Xiang Wei

Research outputs 2014 to 2021

This study used a national sample (N = 36,490) of Chinese urban residents to examine the relationship between outbound travel intention and some key demographic, economic, and geographic variables. Findings indicate that education, income, and paid vacation days significantly predicted outbound travel intention. Compared to residents in Tier-4 cities in China, those in Tier-1, -2, and -3 cities had higher probability of choosing outbound travel by 13.1%, 30.9%, and 15.3%, respectively. This study draws meaningful connections between Chinese outbound tourism and the social and economic realities in China and offers an alternative approach to understanding Chinese outbound tourism.

School Of Culinary Arts & Food Technology - Winter Newsletter 2017, James Peter Murphy

Other resources

The School of Culinary Arts and Food Technology, Winter 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 leading up to the Winter period of 2017. The successful completion of these activities would not be possible without the active and on-going support of the 'INSPIRED' Friends of Culinary Arts (sponsors).

Testing The Measurement Invariance Of Data From The Utrecht Work Engagement Scale By Generational Cohort For Employees In The Leisure And Hospitality Industry, Greggory Keiffer

Human Resource Development Theses and Dissertations

Group comparison in social science research is a common and informative practice. The establishment of measurement invariance between groups is a statistical prerequisite before making group mean comparisons; however, researchers often do not include measurement invariance assessments before making group comparisons. The current study assessed the measurement invariance for data from the short version of the Utrecht Work Engagement Scale (UWES-9) for the generational cohort groups of Boomers and Millennials within the leisure and hospitality industry. Group equivalency was determined by utilizing propensity score matching before conducting measurement invariance assessments through the confirmatory factor analysis technique. Measurement invariance results between …

Short Formal Report: Effective Selection Of Successful Franchisees, Shana Noblitt, Luke Armstrong, Robyn Blanchard, Koty Hoesman, James Kramer, Deandre Williams, Adam El Alami

Student Scholarship

Effective Selection of Successful Franchisees and Productive Expectations for Franchisees by Franchisors

Premier: The Magazine Of The Unlv Harrah College Of Hospitality, Matt Jacob, Jason Scavone, Shekinah L. Hoffman, Stowe Shoemaker, Maggie Hausbeck, Alexandra Liebman

Premier: The Magazine of the UNLV Harrah Hotel College

No abstract provided.

The Impact Of Casino Revenue-Sharing On Tourism Efforts In Niagara Falls Usa: 2006-2016, Anthony L. Astran

Public Administration Master’s Projects

This qualitative case study examines the intersection of a Native-owned casino, revenue-sharing with its host community, and the impact of tourism marketing efforts vis-à-vis funds provided to the community’s tourism agency. Specifically, this report studies downtown Niagara Falls USA from the time period between 2006 and 2016, and seeks to determine whether and how funds from Seneca Niagara Resort & Casino boosted tourism marketing efforts by Niagara Tourism & Convention Corporation (NTCC). Background research and a series of elite interviews with city officials and tourism agency leaders uncovered overall positivity in terms of growth in Niagara Falls USA’s tourism efforts …

The “Singapore Model” In Gaming: Applications In South Korea, Young Gi Lee

UNLV Theses, Dissertations, Professional Papers, and Capstones

The gaming governance system in Singapore is a very well-known and internationally renowned model. Singapore began to launch their gaming regulation system in 2005 by establishing a national framework on gambling prior to opening two integrated resorts in the country in 2010 (Winslow, Cheok, & Subramaniam, 2015). In contrast, the South Korean “model” is much less renowned. Though there have been discussions about introducing full-scale integrated resorts, the government currently allows South Korean citizens to gamble in only one property - Kangwon Land (Research, 2016). However, Kangwon Land’s situation is controversial in South Korea, with concerns about problem gambling issues …

Hosts E-Newsletter: Issue 6

HoSTS e-Newsletter

Social Media Expert from Singapore Visits HoSTS

HoSTS Mentorship Programme

Spanish Wine Expert at HoSTS Workshop

French Vineyard Tour

Distinguished Lecturer Series

HoSTS Career Expo 2017

The World Association of Chefs Societies, Young Chef Forum 2016 in Greece

Alumni Sharing

Hosts E-Newsletter: Issue 5

HoSTS e-Newsletter

Trainer of the UK’s royal butlers coaches IVE hotel students

IVE tourism student wins national competition

IVE Career Expo presents ample job opportunities to students

Overseas industrial attachment for IVE students in Japan

Top-up degree articulation agreements

Lady Ivy Wu Scholarship: One-term exchange to Brisbane, Australia

Dubai, United Arab Emirates

HoSTS students international exposure

Hosts E-Newsletter: Issue 4

HoSTS e-Newsletter

Renowned Hospitality Educator Visited HoSTS

Youth Development Program for HoSTS Foundation Diploma Graduates

Scholarships for HoSTS students to pursue top-up degrees

HoSTS Students received Outstanding Trainee Awards

The best ever learning experience in France

HoSTS’ One-Term Exchange in the UK

HoSTS Students Explore the World!

Hosts E-Newsletter: Issue 3

HoSTS e-Newsletter

Master Class: Renowned Bordeaux Wine Expert at HoSTS Workshop

HoSTS Broadens International Network; Expands Students’ International Exposure

Career Exploration Programme for Youth

HoSTS students designed “Barrier-Free” tour routes

HoSTS Mentees’ Sharing

Alumni Sharing

Hosts E-Newsletter: Issue 2

HoSTS e-Newsletter

Sports Specialists for the Ageing Population

Airport Authority Hong Kong Signed MoU

IVE student won Young Chefs Competition

IVE HoSTS Students Exploring the World!

Other Short-term Exchange Programmes

New Part-time Professional Diploma in Leisure and Recreation Management

Hosts E-Newsletter: Inaugural E-Newsletter

HoSTS e-Newsletter

IVE HoSTS Lecturers Get a Royal

TreatmentManagers of The Peninsula Shanghai

Graduated with Flying Colors!

IVE Students See the World in AY2012/13!

New Wine & Beverage Laboratory & Sports Facilities

Millennials And The Experience-Driven Economy

Business Exchange

Millennials expect brands to create authentic, customer-centric experiences for them, no matter whether they are looking for a place to live, eat, visit or shop. This article looks at how businesses are mining data and creating marketing plans and experiences to appeal to this younger demographic.

Customer Satisfaction Index Of Singapore 2017: Q3 Results, 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. This is the CSISG’s eleventh year of measurement.

It Takes Two, Faye Sit, Ernest Ting

Research Collection Institute of Service Excellence (2007-2024)

Faye Sit and Ernest Ting of Hook Coffee contemplate Singapore’s service standards and if the Singapore market is ready for better service.

Elemental Connections, Silas Lee

Research Collection Institute of Service Excellence (2007-2024)

Silas Lee, Founder of COO Boutique Hostel, weighs in on the role of technology in customer service and how face-to-face relationships trump all.

The Future Of Local Food, Eng Su Lee

Research Collection Institute of Service Excellence (2007-2024)

Restaurateurs Lee Eng Su and Lee Chan Wai share their views on Singapore’s hawker food culture and how they want to change Singapore’s food industry.

An Integrated Framework For Staffing And Shift Scheduling In Hospitals, Wael Rashwan

Doctoral

Over the years, one of the main concerns confronting hospital management is optimising the staffing and scheduling decisions. Consequences of inappropriate staffing can adversely impact on hospital performance, patient experience and staff satisfaction alike. A comprehensive review of literature (more than 1300 journal articles) is presented in a new taxonomy of three dimensions; problem contextualisation, solution approach, evaluation perspective and uncertainty. Utilising Operations Research methods, solutions can provide a positive contribution in underpinning staffing and scheduling decisions. However, there are still opportunities to integrate decision levels; incorporate practitioners view in solution architectures; consider staff behaviour impact, and offer comprehensive applied …

Event Planner Sensitivity To The Needs Of Individuals With Visual Disability At Meetings And Events, Gina Fe G. Causin Ph.D., Tessa Mccarthy Ph.D.

Journal of Human Services: Training, Research, and Practice

Special events, such as fairs, conventions, ballgames, and concerts are typically activities people attend to participate in the festivities and enjoy with friends and family members. For individuals with disabilities, however, these types of events can create more challenges than enjoyment. Despite a thorough review of the literature, no studies were found which evaluated the experiences of individuals who are blind and have visual impairments at events and meetings. The aim of this study was to determine the current level of accessibility at meetings perceived by consumers who are blind and visually impaired. Respondents to the survey indicated many obstacles …