Business Commons^™

Customer Satisfaction Index Of Singapore 2014: 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 2014. Singapore’s 2014 national score is computed using the data collected during these four quarters.

An Investigative Study Into The Beneficial Use Of Seaweed In Bread And The Broader Food Industry., James A. Griffin

Dissertations

The primary objective of this research was to investigate the beneficial use of seaweed in bread and the broader food industry. The author began the thesis by reviewing Japan’s consumption of seaweed (the highest, per capita, in the world, with the lowest incidence of obesity and cancer). The author introduced a new Irish seaweed product and examined how seaweed could be integrated more effectively into the Western diet. Using the literature reviewed in Chapter Two, the author explored the nutritional aspects of how seaweed is used both in Asian cuisine and in Western culture, in addition to how seaweed use …

Evaluating E-Relationship Marketing Features On Hotel Mobile Apps, Xiaolin Lu

UNLV Theses, Dissertations, Professional Papers, and Capstones

The advent of technology has changed the course of marketing in both the academic and the business field. Given the increasing number of mobile transactions, hotel companies have launched mobile applications (apps) as an alternative e-relationship marketing (e-RM) channel. This study modified a progressive five-level e-relationship building model. The model was employed to evaluate e-RM features of the top 10 hotel companies’ mobile apps. The results indicated that these hotel companies maintained e-RM feature sophistication at the lower levels (Basic and Reactive), but relatively speaking, they did not utilize e-RM features extensively at the higher levels (Accountable, Proactive and Partnership). …

An Analysis Of Technology Applications In The Restaurant Industry, Muhittin Cavusoglu

USF Tampa Graduate Theses and Dissertations

The purpose of this study was to examine the utilization of Front of House and Back of House technology applications by U.S. restaurants across different types of restaurants along with their level of IT management style, and the importance of these technology applications to the restaurants' operations. This study used secondary data. The survey data collected from 500 randomly selected restaurant technology managers who are current subscribers of Hospitality Technology Magazine as of January 2013. Response rate was 27.2% and these sample groups represented 67,299 restaurant units. The data analysis was organized into 3 parts (descriptive, factor analysis and independent …

Setting The Standard: A Study Of The Walt Disney Resort Service Model, Kelsey Freeman

Recreation, Parks, and Tourism Administration

Companies are constantly seeking new ways to keep up with the changing expectations of customers. In the hospitality industry customizing guest service to each individual guest is a step that can be taken to create lasting relationships. The Walt Disney Resorts are worth examining for their high rate of return. The purpose of this study was to analyze the best practices and success of personalizing guest experience at the Walt Disney Resorts. The researcher used a case study checklist to gather information about the efforts Disney makes to customize guest experiences.The study found that allowing guests to customize their vacation, …

Bicycle Tourism Plan For Economic Development: A Template For Rural Agricultural Towns And A Case Study For The City Of Winters, California, Marisa Rene Lee

Master's Theses

Bicycling is a method of tourism transportation that is healthy, non-invasive, environmentally responsible, and economically sustainable. It allows freedom, mobility, and sightseeing potential that is not made possible by other modes of transit. Thousands of bicycle tourists travel from all over the globe annually to explore California on touring bikes via established cycling routes and robust determination. Thousands of additional domestic and international visitors take weekend trips, plan family vacations, travel for business, or tour California from abroad, many of whom are excellent candidates for local and regional bicycle touring at a more gentle intensity level.

The increasing popularity and …

Is Nutritional Labeling A Sustainable Option For Restaurants?, Rajee Olaganathan, Zack Ho Xuan Yi, Alvin Tan Jie Chong, Wong Xue Feng, Soh Mei Yi, Felicia Tan Pei Zhen

Publications

This paper will examine the feasibility of restaurants integrating or providing nutritional information labels on food menus to increase business sales and gain customer satisfaction. It weighs the pros and cons of the usage of nutritional information labeling that has changed over time due to government policies, and clearly explains how restaurants can make use of nutrition labeling to increase and sustain the business. It will then further analyze both general advantages and disadvantages, consisting of economic, social, health and environmental impacts with an unbiased perspective. With a different set of clientele for the varying types of restaurants, nutritional information …

The Influence Of Others On The Vacation Experience: An Ethnographic Study Of Psychographics, Decision Making, And Group Dynamics Among Young Travelers, Edwin Torres

Rosen Faculty Scholarship and Creative Works

The vacation experience is often enjoyed in the company of others. Whereas scholars have focused on the consumer behaviors of mature travelers, young travelers have received less attention. The present study explores customer-to-customer interactions among young travelers (in their 20s and 30s) within a European tour-group setting. Furthermore, it attempts to understand the influence such travelers have on one another. The decision-making patterns, role of the tour guide, group dynamics, and psychographic preferences are studied from an ethnographic approach. Results indicate that the young travel segment is not as homogeneous as previously conceived. Notable differences in activities, interests, and opinions …

Tour Guides And The Mediation Of Difficult Memories: The Case Of Dublin Castle, Ireland, Bernadette Quinn, Theresa Ryan

Articles

This research seeks to furthering understandings of how Tour Guides interpret memories at heritage sites when the memories at issue are difficult yet subtle and not always apparent to tourists. Specifically, it explores how Dublin Castle, formerly the seat of British rule in Ireland, is captured in narratives presented to tourists that often include Britons. Representing the site is made challenging because some visitors have little knowledge of the site's history, while others are well informed and hold strong political views. The findings show that Guides select largely depoliticized narratives, strongly influenced by their personal interests and experiences. Some hint …

Tourism Potential To Benefit The Poor: A Social Accounting Matrix Model Applied To Ecuador, Robertico Croes, Manuel A. Rivera

Rosen Faculty Scholarship and Creative Works

The study examines the distributional effects of tourism expansion applying a Social Accounting Matrix model to the case of Ecuador. Specifically the study examines what share of tourism expansion benefits poor people. The study finds that tourism has large multiplier effects on the Ecuadorian economy and has the potential for substantial benefits to the poor. The study also found that distributional effects of tourism development are spread across all household incomes in both urban and rural areas benefiting the lowest and low households the most. Tourism has the potential of reducing inequality and is pro-poor in the case of Ecuador. …

The Internationalization Benefits Of A Music Festival: The Case Of The Curacao North Sea Jazz Festival, Manuel Rivera, Kelly Semrad, Robertico Croes

Rosen Faculty Scholarship and Creative Works

A longitudinal research design was used to assess the potential internationalization benefits that may occur when hosting a music festival in a small island destination. A macroeconomic analysis was used to assess these benefits. The results reveal that a music festival may make a positive economic impact and provide internationalization benefits for a small economy under the eclectic paradigm and the OLI Framework. The study contributes to the understanding of music festivals as a strategic resource to enhance the competitiveness of small island destinations.

Responsible Sales And Service Of Alcohol For The Tourism, Hospitality And Retail Industries, James Peter Murphy

Books/Book Chapters

The safe service of alcohol is of vital importance to those in the food and beverage industry - failure to act responsibly can result in fines, loss of license and the potential closure of the business. Responsible sale and service of alcohol (RSA) is important for all levels of the hospitality, tourism and retail service industries to minimise the risk of alcohol-related problems associated with the use and abuse of alcohol by any person. Management and all staff who sell or supply alcohol must promote and support a safer environment for alcohol to be consumed in a professional and responsible …

Campagne Restaurant : A La Carte Menu, Campagne Restaurant

Menus of the 21st Century

No abstract provided.

Uncorked: Young Sommelier Training Workshop, Diarmuid Cawley

Reports

Report on a development and sommelier training day at the School of Culinary Arts and Food Technology, as a precursor to the creation of a new wine and beverage service module - Sommelier Skills - Sales and Service

L'Ecrivain Restaurant, L'Ecrivain Restaurant

Menus of the 21st Century

No abstract provided.

Cava Bodega, Cava Bodega

Menus of the 21st Century

Owned and operated by Jp McMahon and Drigín Gaffey, who also own Aniar and EAT Gastropub,

Aniar was awarded a Michelin Star for 2013, 2014 and 2015.

Part of the EatGalway Restaurant Group

Destination Competitiveness: A Comparative Study Of Hong Kong, Macau And Singapore, Louise Todd, Anna Leask, Alan Fyall

Rosen Faculty Scholarship and Creative Works

This article presents a comparative study of the destination competitiveness of Hong Kong, Singapore, and Macau and those strategies developed to enhance their future positions in the global destination “marketplace.” The methodology adopted is secondary in nature in that a critical review of the existing literature was conducted along with a synthesis of current practices across the three city-state destinations. The 15 Cs Framework provides the research parameters for the study in that it advocates an inclusive approach to those challenges and opportunities facing destinations as they seek to enhance their overall competitiveness. In particular, the study explores the specific …

Self-Determination Theory And Wellness Tourism: How Do Wellness Facilities Contribute To Wellbeing?, Karen I. Thal

Theses and Dissertations

Wellness tourism as a subsector is differentiated in terms of the pursuit and enhancement of wellbeing. Wellness itself is defined as holistic wellbeing and optimal psychological states. Enhanced wellbeing is cited as the motivation and outcome of travel and in terms of dedicated infrastructure, services, and amenities at destinations. Yet enhanced wellbeing following a wellness vacation is typically assumed rather than assessed. While tourism studies have focused on wellbeing as the outcome of leisure travel, a theoretical framework that might be adapted to assess wellbeing following a stay at a wellness facility was not apparent. The majority of tourism studies …

Regulating The Underground: Secret Supper Clubs, Pop-Up Restaurants And The Role O F Law, Sarah B. Schindler

Faculty Publications

Instagram pictures of elegantly plated dinners, long farmstyle tables, and well-to-do people laughing in what looks like a loft apartment are followed by commenters asking, “Where is this?” This is the world of underground dining. Aspiring and established chefs invite strangers into their homes (or their friends’ stores after hours, or the empty warehouse at the edge of town, or the nearest farm) for a night of food and revelry in exchange for cash. Although decidedly antiestablishment, these secret suppers and pop-up restaurants are popular—there are websites to help people locate them, and many respected publications have penned stories about …

Hopworks Urban Brewery: A Case Of Sustainable Beer, Madeleine E. Pullman, Jacen Greene, Devin Liebmann, Nga Ho, Xan Pedisich

Business Faculty Publications and Presentations

About the Related Video

Hopworks Urban Brewing: A Case of Sustainable Beer, Interview with Christian Ettinger

About the Case Study

Founded in 2007 in Portland, Oregon, Hopworks Urban Brewery is a sustainability-focused brewpub that produces certified organic beer. The State of Oregon is the second largest producer of hops, a main ingredient in beer, in the United States, and also has more craft breweries per capita than any other state. The metro area of Portland, home to over 2 million people, has over 84 craft breweries within its borders.

The craft brewing industry has grown rapidly in the United States …

Customer Relationship Management (Crm) Of Hotels In The Context Of Variety-Seeking Behaviour (Vsb), Maduka Udunuwara

Theses: Doctorates and Masters

This study combined two significant areas in marketing, customer relationship management (CRM) and variety-seeking behaviour (VSB), which are paradoxical constructs due to their contradictory intentions. While organisations implement various customer relationship management practices with an intention of retaining customers and generating loyalty, a preference for variety-seeking behaviour can make customers switch. This study investigated the impact of variety-seeking behaviour on generating outcomes of customer relationship management practices in the hotel context, by focusing exclusively on leisure travellers.

Even though customer relationship management is widely adopted in the hotel domain, much of its discussions are on implementation related aspects, rather than …

L'Ecrivain Restaurant : Tasting Menu, L'Ecrivain Restaurant

Menus of the 21st Century

No abstract provided.

L'Ecrivain Restaurant : Lunch Menu, L'Ecrivain Restaurant

Menus of the 21st Century

No abstract provided.

Aniar Restaurant : Sample Menu, Aniar Restaurant

Menus of the 21st Century

Aniar is a terroir based restaurant located in Galway’s West End. The word terroir is usually associated with wine-making: the combination of factors, including soil, climate, and environment, that gives a wine its distinctive character. In the case of our restaurant, we use the word in order to describe the way in which our food comes from the specific place that is Galway and the west of Ireland. We hope to reveal the distinct and various food stuffs that make up our particular landscape, through our farms, the wildlands and the shores that surround us. The natural course of the …

Eat Gastropub : Brunch Menu #27, Eat Gastropub

Menus of the 21st Century

Owned and operated by Jp McMahon and Drigín Gaffey, who also own Cava Bodega and Aniar.

Aniar was awarded a Michelin Star for 2013, 2014 and 2015.

Eat Gastropub is apart of the EatGalway Restaurant Group

The Dick Pope Sr. Institute For Tourism Studies, Marketing Flyer, Robertico R. Croes

Dick Pope Sr. Institute Publications

This pamphlet describes mission and services of the Dick Pope Sr. Institute for Tourism Studies.

The Five E'S In Festival Experience In The Context Of Gen Y: Evidence Form A Small Island Destination, Manuel Rivera, Kelly Semrad, Robertico Croes

Faculty Scholarship and Creative Works

The purpose of this study is threefold. First, to test the experience economy framework in the context of a small island destination (SID) in order to determine if a music festival may be used as an experiential product to lure a cohort replacement. Second, to examine a music festival's experiential domains that may influence the overall experience of Generation Y (Gen Y) tourists. And, third to determine if the overall experience of Gen Y tourists who attend a music festival may predict their behavioral intentions to return to and recommend a SID. The study investigates whether a music festival may …

Life Cycle Assessment (Lca) Of Tourism Activities, Kayla Santello

Honors Theses and Capstones

Abstract— Tourism, like other developed industries is a commerce that requires energy inputs and yields outputs with significant effects on the environment. However a comprehensive study examining the life cycle impact associated with each tourism component including transportation, accommodation, food services, and recreation is still lacking. Therefore a search of previous tourism life cycle studies was carried out and ten studies were further investigated. Indicators, assessment approaches, and system boundaries of these previous studies were assessed. Then the outcomes were normalized and compared in order to obtain ranges for the four components of tourism. It was found that energy intensity …

Which Craft? An Investigation Into The Irish Craft Brewing Industry - Exploration And Co-Operative Context, Oliver Blackwell

Theses

This study investigates and explores the Irish craft brewing industry with a specific focus on the attitudes, experiences and perceptions of Irish craft brewers to exportation and cooperation. This rapidly growing, niche sector could be considered a microcosm or subset of the Irish brewing industry and it is a valuable contributor of diversity, innovation, creativity, employment and revenue to the Irish economy as an indigenous industry. A quantitative and qualitative mixed methods approach was adopted to triangulate data from various sources. The research comprised of a survey questionnaire to Irish craft brewers, seven semi structured one-to-one interviews and one focus …

Conditions Associated With Increased Risk Of Fraud: A Model For Publicly Traded Restaurant Companies, Elizabeth Yost

Electronic Theses and Dissertations

The central focus of this dissertation study is to understand the impact of the Sarbanes-Oxley Act and the factors that contribute to increased risk of fraud in order to determine why fraud may occur despite the imposed regulation of the Sarbanes-Oxley Act. The main premise of the study tests the application of the fraud triangle framework constructs to publicly traded restaurant companies during the time period of 2002-2014, using proxy variables defined through literature. Essentially, the study seeks to identify the factors that may provide the optimal criteria to engage in fraudulent or opportunistic behavior. The fraud triangle theoretical framework …