Business Commons^™

Why Do Consumers Switch? The Role Of Relational Uncertainty In Service Failures, Jungyun Hur, Soocheong (Shawn) Jang

Journal of Tourism Insights

This study explores the role of relational uncertainty in consumers’ switching intentions in a service failure encounter. The results reveal that in an established consumer-service provider relationship, relational uncertainty plays a significant role in the process of consumers’ switching intentions whereas dissatisfaction with service failures does not influence switching intentions. Further, the findings suggest that relational uncertainty mediates the effect of perceived loss on switching intentions. These findings were integrated into a discussion of theoretical and managerial implications for effective service management emphasizing the influential role of long-term relational value in comparison with incident-specific transaction value in an established relationship.

On-The-Go Dining In America: Comparing Convenience, Service Quality, And Satisfaction In Qsr Versus Gas Station Food, Shiva Jahani, Mohammed Lefrid, Lorie A. Tuma

Journal of Tourism Insights

Purpose

The objective of this multi-group study is to examine the influence of service quality and convenience on customer satisfaction in quick service restaurants (QSRs) versus gas stations.

Design/methodology/approach

Data were collected online from 552 participants in the USA and analyzed using partial least square structure equation modeling (SmartPLS).

Findings

Service quality and convenience are strong predictors of customer satisfaction in both QSR restaurants and gas station food outlets. In addition, this study concluded significant differences between QSRs and gas stations in terms of these relations.

Research limitations/implications

This study makes a significant contribution to the foodservice and consumer behavior …

Understanding The Factors Influencing Tourist Adoption Of Peer-To-Peer Accommodation Services: Attitudes, Intentions, And Behavioral Insights, Maya Talwadker, M.S. Dayanand Dr., Edgar Dsouza Dr.

Journal of Tourism Insights

This study investigates the factors influencing the adoption of peer-to-peer (P2P) accommodation services among Indian tourists, integrating Behavioral Reasoning Theory (BRT), Technology Acceptance Model (TAM), and Theory of Planned Behavior (TPB). Data were collected from 526 tourists using self-administered online and paper-based surveys. The findings reveal that modern lifestyles significantly enhance perceived ease of use and perceived usefulness, which positively influence behavioral intentions toward P2P accommodations. Psychological ownership emerged as a critical factor, indicating that emotional attachment to the accommodation enhances user engagement and satisfaction. Interestingly, privacy concerns did not significantly impact behavioral intentions or perceived usefulness but did influence …

The Indirect Effects Of Authentic Value And Attitude Toward Food Vlogs On The Link Between Trustworthiness And Visit Intentions: A Serial Mediation Analysis, Jean Paolo Lacap, Ronnie Moranas, Kristina Paula Domasig, April Irish Rey, Trishia Nicole Perlas

The South East Asian Journal of Management

Research Aims: The current study investigates how food vloggers’ trustworthiness influences viewers’ visit intention toward the featured food destination. Furthermore, it examines whether food vlogs’ authentic value and viewers’ attitudes toward food vlogs serially mediate the link between source trustworthiness and visit intentions.

Design/Methodology/Approach: The respondents were identified using a purposive sampling technique. Causal-predictive research design and path modelling via partial least squares was employed to measure the hypothesised relationships.

Research Findings: Source trustworthiness has a significant and positive influence on attitudes toward food vlogs and food vlog’s authentic value. Additionally, the food vlog’s authentic value was found to have …

Future Trends In Halal Food: How Innovative Islamic Business Models Are Redefining The Indonesian Market, Jimmi Qizwini, Diki Gita Purnama

Journal Of Middle East and Islamic Studies

Indonesia, a leading actor in the global halal food market, is undergoing significant transformations driven by the adoption of innovative Islamic business models. These models, which seamlessly integrate Islamic ethical principles with contemporary market forces, are fundamentally reshaping the structural and operational landscape of Indonesia’s halal food industry. This study aims to systematically investigate emerging trends, evaluate the impact of these pioneering business models, and provide a comprehensive analysis of their influence on consumer preferences and industry practices. Through a descriptive literature review, the research synthesizes insights from academic discourse and case studies to offer a thorough understanding of these …

Bridging The Gap: Optimizing Ai-Powered Robotic Concierge Services For Neurodivergent Hotel Guests, Hyei Rin (Hayley) Joo, Joan Su, Chin-Hsun (Ken) Tsai

ICHRIE Research Reports

The rapid technological advancements in the hotel industry, particularly the adoption of AI-powered robotic concierge services, have transformed guest experiences. However, these services often overlook the diverse needs of neurodivergent individuals, a significant and underserved market segment. This qualitative user experience (UX) study explores the challenges faced by neurodivergent guests and identifies opportunities to enhance inclusivity and accessibility in robotic concierge services. Through in-depth, semi-structured interviews with 20 neurodivergent individuals, key issues emerged, including difficulties in effectively communicating needs, sensory overload from overwhelming environments, and a lack of customizable service options. The findings present actionable recommendations for hotel managers and …

Applications Of Microlearning Tools And Platforms, Joel Reynolds, Mary Jo Dolasinski

ICHRIE Research Reports

Microlearning has emerged as a solution, offering a flexible and individualized learning structure. This study assessed microlearning authoring tools and delivery technologies to evaluate their suitability for higher education. The analysis identified Vimeo as a leading choice for video and audio content, Vista Create and Adobe Express for visual content, ChatGPT for text-based content, and Adobe Creative Cloud and Microsoft Office for comprehensive use. 7Taps emerged as a top microlearning platform due to its robust features and AI assistance.

Microlearning’s flexibility and adaptability make it valuable for industries like hospitality, which require dynamic training solutions. By selecting the right tools, …

Perception Of Recreational Water Quality In The Scholarly Literature: Where Have We Been & Where Should We Go, Xavier Alberto Basurto Cendeno

Theses and Dissertations

This study explores existing literature and research themes between water quality and recreational participation through use of a bibliometric analysis with content analysis. It identifies key researchers, institutions, and themes that have shaped the field. Despite the growing body of research, gaps remain in understanding the state of the research on this important topic. By analyzing trends and how these trends have changed over time, this study aims to offer insights for future research agendas. Ultimately, the findings will inform strategies for improving water quality management and fostering more resilient, timely water-based recreational research.

A Survey Of High School Athletic Directors And Implications For Sport Management Programs, Jon Coles Phd, Sally Ross Phd, Dana Munk Phd, Brian Roberts Ma

Findings in Sport, Hospitality, Entertainment, and Event Management

Many undergraduate sport management students are interested in a career in interscholastic athletics; some students complete degree required internships in school settings, where they receive receiving mentoring from athletic directors (ADs) and assistant athletic directors. To best prepare sport management students for these jobs, it is necessary to obtain clarity about requisite job skills for interscholastic ADs. In addition, examining the academic training and career paths of current ADs can help sport management educators advise students who wish to work in interscholastic athletic administration. As a field with a diverse array of career options, it is imperative to know how …

A Linkedin Analysis: Job Placement For Students In Sport Management Program Of An Eastern Kentucky Public University, Jose Garcia, Steve S. Chen, Christy L. Trent

Findings in Sport, Hospitality, Entertainment, and Event Management

In addition to standardized tests and program assessments of academic programs, tracking college alums’ employment is also deemed an effective method for measuring student learning and success. In this case study, the authors examined 251 students’ LinkedIn profiles by using main keywords such as the name of the institution and sport management to gather information about current employment status, degree of program completion, and primary self-identified skills of observed individuals. The results indicated that about 72.3% of 347 graduates (n = 251) from 2007 to 2022 had a completed profile and job employment. However, only about 37% held a …

Guest Retention For Casinos: An Analysis Of Online Versus In-Person Gambling, Xitlalic Rodriguez, Kiyan Shafieizadeh

ICHRIE Research Reports

Over time, technological advancements have led to a shift from physical gambling to online platforms. While physical casinos thrive, the escalating popularity of online gambling poses a challenge to customer retention. This study explores the impact of online gambling on casino resorts and devising strategies for market survival. Through qualitative interviews with casino managers and directors of sales and marketing in the United States, the study aims to elucidate the implications of online gambling platforms, reasons for choosing casinos, and operational adjustments for effective competition. This study can contribute valuable insights for casino managers by analyzing guest motivations for gambling, …

Adapting To Disruption: How Traditional Licensed Accommodations Are Embracing Airbnb Through Collaborative Competition, Maria Matthews, Ioannis S. Pantelidis, Rodrigo Lucena

ICHRIE Research Reports

This paper examines how licensed accommodations respond to Airbnb disruption. It focuses on the emerging strategy of ‘collaborative competition,’ where licensed accommodations use Airbnb’s platform as a distribution channel, blending collaboration, with competition. The study highlights a significant shift in business strategy in response to Airbnb's disruption, illustrating initial resistance and retaliation to strategic engagement. This study contributes to the broader understanding of the impact of Airbnb on licensed accommodations and highlights the importance of agility, innovation, and strategic collaboration in the face of disruption, offering valuable insights for both academics and practitioners in the field of hospitality management.

Achieving Destination Sustainability: How Tourist-To-Tourist Interaction Quality Affects Tourist Loyalty?, Junli Gao, Fang Meng Ph.D., Weifeng Guo, Baomin Lin

Faculty Publications

Although tourist-to-tourist interaction (TTI) has been identified as an essential element in tourist experiences, the effect of TTI quality on tourist loyalty, and the mechanism underlying this effect is scarcely discussed in the literature. Based on the self-determination theory, this study aims to examine whether and how TTI quality influences tourist loyalty, representing a significant means to achieve destination sustainability. More specifically, this study tested a moderated mediation model in which basic psychological needs satisfaction mediated the relationship between TTI quality and tourist loyalty, while sociability moderated the link between TTI quality and basic psychological needs satisfaction. A survey research …

Coffee In Brasil: Sustainability And The Role Of Intermediaries, Livia Petzinger

Capstone Collection

ABSTRACT

Coffee is traded in a highly complex global value chain where countless sustainability initiatives have emerged to address social, economic, and environmental issues, challenges which persist due to dominance of the market structure by largescale traders and roasters. Specialty coffee and direct trade have emerged as alternative trade arrangements that promote high-quality coffee through the use of sustainable practices, transparency, and a shortened supply chain. This research analyzes the role that intermediaries in the Brazilian specialty coffee supply chain play in the implementation of sustainability initiatives asking what kinds of sustainability practices they implement and why, and how this …

Tackling No-Shows In Fine Dining: Insights Into Cancellation Policies And Consumer Awareness Campaigns, Esther Kim, Jason Tang

Department of Hospitality and Tourism Faculty Scholarship and Creative Works

This research aims to identify how fine dining restaurants can effectively implement reservation cancellation policies to address the issue of no-shows by applying equity theory, the dual entitlement principle, and social cognitive theory. Two experiments identified cancellation policy elements that influence restaurant evaluations and reservation behaviors. Findings revealed that cancellation policies negatively influence restaurant evaluations, and that policy strictness and awareness can attenuate this relationship via perceived fairness while enhancing the likelihood to book reservations and honor reservations. This research suggests that restaurants can benefit from implementing lenient cancellation policies and introducing awareness of the adverse impact of no-shows to …

Pineapple Express: The Legality Of Introducing Cannabis Tourism To Arkansas, Chloe Tyner

Human Nutrition and Hospitality Management Undergraduate Honors Theses

This research delves into the legal aspects of introducing cannabis tourism to Arkansas. The objective of this study was to create a framework for hospitality professionals in Arkansas to understand what areas of recreational cannabis law would impact their industry should Arkansas legalize recreational cannabis. Through a document analysis comparing Arkansas and Colorado’s liquor and cannabis laws, this study investigated how both states regulate alcohol and cannabis and the legal challenges Colorado has seen since its inception of recreational cannabis sales.

Challenges to this study included a limited existing body of knowledge for cannabis tourism and the contradicting federal and …

Exploring Effective Leadership Qualities Of Rural Hospital Ceos: A Qualitative Investigation, Karl Hittle

Theses & Dissertations

ABSTRACT

Exploring Effective Leadership Qualities of Rural Hospital CEOs:

A Qualitative Investigation

By: Karl Hittle

University of the Incarnate Word, 2024

Competent healthcare executives who successfully lead the healthcare delivery systems in small communities are limited in number despite the tremendous need for their expertise. Information describing the specific characteristics of successful Chief Executive Officers (CEOs) for rural medical centers is lacking in the current body of literature. This study investigates the leadership characteristics of successful rural hospital CEOs using information gleaned from those who have proven to be successful in this critical section of the healthcare industry. A qualitative …

Understanding The Motivations Behind Engaging With Hospitality-Related Facebook Fan Pages, Kunsoon Park, Xu Li

Journal of Global Hospitality and Tourism

Understanding the motivations behind social media participation is crucial for brand managers looking to enhance customer loyalty and attract new customers. This study explores the factors driving consumer engagement with hospitality brand Facebook pages, identifying key motivations and engagement patterns. Utilizing a comprehensive multi-phased methodology—descriptive analysis, factor analysis, canonical correlation analysis, cluster analysis, and discriminant analysis—data were gathered from a survey of 501 adults engaging with the Facebook page. The results show that consumers prioritize brand interaction, social integration, and information-seeking over entertainment or rewards. Two distinct consumer groups emerged: passive observers and active participants, with a preference for contributing …

Exploring New Frontiers In Hospitality And Tourism, Faizan Ali

Journal of Global Hospitality and Tourism

As we embark on the second issue of Volume 3 of the Journal of Global Hospitality and Tourism, we are presented with a rich and diverse collection of research that investigates contemporary challenges and innovations within our dynamic field. This issue features a diverse range of studies that illuminate emerging trends, address critical issues, and offer practical insights for both industry practitioners and academics.

Reducing Mega-Event Syndrome: A Case Study Of Expo 2020, Zehra Abdulla, Christopher S. Dutt

Journal of Global Hospitality and Tourism

The study was designed to explore how Expo 2020, as one of the first mega-events to be hosted in the Middle East, was undertaking steps to avoid many of the negatives of such events, termed mega-event syndrome (MES). A qualitative approach was adopted, where 5 elite face-to-face interviews were conducted with senior officials within Expo 2020 who could offer detailed insights into the planning of the event. Participants were purposefully selected based on their knowledge and experience within Expo 2020. Participants felt that Expo 2020 was not exposed to many of the symptoms of MES largely because of Dubai’s pre-existing …

Managing Tourist Booking Intentions: A Study Of Hotel Marketing Strategies During The Covid-19 Crisis In Cyprus, Chrystalla Markou, Giannis Theofanous, Doros Michael

Journal of Global Hospitality and Tourism

This study investigates the impact of specific marketing strategies on tourist booking intentions during the COVID-19 crisis in Cyprus, aiming to understand the effectiveness of these strategies in maintaining booking intentions. The study also investigates the challenge of maintaining tourists’ booking intentions during the financial impact of COVID-19. A quantitative, non-experimental correlational study examined the existence, strength, and direction of the relationship between all-inclusive holiday packages, room discounts, and special hotel amenities and hotel accommodations as measured by intentions to select a hotel in the Cyprus hotel industry. For the purpose of this study, 161 tourists who stayed in Cyprus …

Crisis To Success: Online Food Delivery For Restaurants’ Sales Performance And Customer Purchase Intention, Wenfang Liu, Jaewook Kim

Journal of Global Hospitality and Tourism

Identifying factors influencing food delivery sales and customers’ intentions amid pandemic restrictions aids strategic planning for restaurant business in uncertain business environments. This paper aims to explore restaurant survival strategies by examining customers’ purchase intentions towards online food delivery services. The results of this paper assist restaurant business in establish a sustainable competitive advantage amidst market crises with a focus on organizational learning for future events. This paper utilized a mixed-method approach and comprised two studies. Study one explores factors affecting online food delivery sales through multiple linear regression analysis. Study two investigates customers’ intentions under online payment concerns through …

Championing Retention In The Hospitality Industry – Leveraging The Strengths Of A Multigenerational Workforce, Laur-Ann Daley

Journal of Global Hospitality and Tourism

The hospitality and tourism industry has a long history of high turnover rates and businesses are constantly scrambling to fill vacancies. With four generations occupying the industry’s workforce, leaders are further challenged with fostering harmony in an attempt to increase their retention rates. Despite the challenges in leading a generationally diverse team, given their unique values, businesses can realize strategic advantages. This opinion paper highlights the strengths of multigenerational teams and how they can be leveraged for competitive benefits.

Bridging The Digital Divide In Hospitality And Tourism: Digital Inclusion For Disadvantaged, Xi Y. Leung

Journal of Global Hospitality and Tourism

As technology continues to revolutionize the hospitality and tourism industry, the issues of digital equity and digital divide have gained increasing prominence (Minghetti & Buhalis, 2010; Reverte & Luque, 2021). While digital advancements offer unprecedented opportunities for businesses and consumers, they also risk exacerbating existing inequalities (Wu & Yang, 2023). This is particularly evident in the growing digital divide, referring to the capabilities gap of individuals, groups and regions to access and process digital information technology (OECD, 2001). The rapid pace of technological advancement has left certain groups struggling to keep up. These digital disadvantaged groups—comprising individuals with limited access …

Effectiveness Of Generative Ai In Craft Beer Promotional Campaigns For Small Breweries, Christopher Eastment, Jangwoo Jo

ICHRIE Research Reports

The study explores the effectiveness of Generative AI, specifically Large Language Models (LLMs), in creating promotional campaigns for small breweries, with a focus on Burns Family Artisan Ales' Cold Spell IPA. It assesses the potential of LLMs in crafting narratives and marketing strategies, balancing creativity and relevance to the brand's identity. The research examines the LLM's capabilities in producing both textual and visual content, evaluating their alignment with marketing objectives and brand ethos. The findings reveal strengths in textual content creation but limitations in visual content, emphasizing the need for human oversight. The study contributes insights into integrating AI in …

Harnessing The Power Of Large Language Models (Llms) In Crafting Employee Manuals: A Case Study Of A Small Local Restaurant, Camille Rawinski, Jangwoo Jo

ICHRIE Research Reports

This study examines the efficacy of Large Language Models (LLMs), specifically GPT-4, in creating employee manuals for small businesses, focusing on a family-owned restaurant. Addressing the psychological contract theory, the research explores how LLMs can aid in drafting manuals that articulate implicit employer-employee expectations within the unique context of small businesses. The study involves a comprehensive content analysis of an LLM-generated manual, evaluating its legal compliance, operational relevance, and alignment with the restaurant's culture. Results highlight LLMs' potential in addressing resource and expertise constraints while also underscoring challenges such as ensuring legal accuracy and maintaining the nuances of the psychological …

Automated Customer Assistance Is Not Customer Service, Chris Roberts Phd, Lisa Young Phd, Misty M. Johanson Phd, Mary Jo Dolasinski Phd

ICHRIE Research Reports

For development of the theory of service, the focus is on the constructs of service. The theory is expanded to encompass the various business models of service and the service encounter including but not limited to guest satisfaction, service quality, service and technology, service system design, and customer relationship management. Consideration is given to the aspects of the service transaction and what constitutes service, where a labor component of a firm’s product has been transferred to the customer. Lastly, self-service and automation are considered in the context of the user experience. A model of the theory of service is presented.

Service Quality Dynamics: Exploring The Impact Of Novelty On Customer Enjoyment And Satisfaction With Serving Robots, Buket Yasar, Eun-Kyong (Cindy) Choi, Hyun-Woo (David) Joung, Heelye (Jason) Park

ICHRIE Research Reports

This report examines the influence of customer novelty on enjoyment and satisfaction in the context of serving robots within the foodservice industry. With a focus on addressing concerns surrounding service quality, the study utilizes the SERVQUAL model to evaluate reliability, assurance, tangibles, empathy, and responsiveness. Moreover, it investigates the levels of enjoyment and satisfaction in robotic service interactions. Through a comparative analysis of two distinct consumer segments, Explorers and Traditionalists, the study reveals that Explorers, characterized by novelty-seeking behavior, express higher satisfaction with robotic service. The findings suggest that businesses can enhance satisfaction by leveraging novelty in human-robot interactions. Furthermore, …

Career Commitment Of Female Mid-Level Leaders In The Tourism And Hospitality Industry In The State Of Florida: A Narrative Inquiry Approach, Amy M. Bernard Harrelson

PhD in Organizational Leadership

The tourism and hospitality industry (THI) is the leading industry in the state of Florida's economy, yet it faces challenges related to workforce retention and leadership diversity. The aim of this dissertation was to explore the career commitment of female mid-level leaders within this industry, focusing on the factors influencing their commitment to their careers in the THI. This study involved in-depth interviews with three female mid-level leaders working in the THI in the state of Florida, using a qualitative research method with a narrative inquiry approach. The findings revealed that these leaders are driven by a profound passion for …

Digital Transformation Perceptions In Tourism Businesses: The Case Of Batman Province, Ferhat Kurt

Journal of Mediterranean Tourism Research

This study explores the perceptions of digital transformation within tourism businesses in Batman Province, with a specific focus on accommodation, food and beverage and tourism agencies. Perceptions of digital transformation are considered to have of growing influence on the tourism business, and the research of these perceptions is a critical study not only for academic research but also for practical applications. Experiences, strategies, and challenges of the businesses in digitalization are studied with qualitative research methods, specifically semi structured interviews with five businesses running in Batman, Turkey. The findings highlight the varying degrees of digital transformation awareness and the different …