Business Commons^™

Diabetes, Grand Rapids Restaurants And Hospitality And Tourism Research?, Michael M. G. Scantlebury

Great Lakes Hospitality & Tourism Educators Conference

This work-in-progress paper outlines the instructional approach that is being used with a new Hospitality and Tourism Research course introduced into the Grand Valley State University hospitality and tourism management curriculum (Winter 2012). The course, which is at the Junior-Senior level, is intended to provide students with; an understanding of the relationship between general theory and applied research; the purposes and applications, procedures, constraints and management of applied research; and to help students compare and contrast quantitative and qualitative research. Twenty-two students have registered for the course. In the sections of this paper that follow a conceptual framework for instruction; …

The Evolution Of Sustainable Development In The Hotel Industry Drivers Shaping The Sustainability Agenda, A. J. Singh Ph.D., Herve Houdre

Great Lakes Hospitality & Tourism Educators Conference

No abstract provided.

Management By Menu, Mark Lavern Badeaux

A with Honors Projects

This project includes a PowerPoint presentation and excel worksheet explaining the procedures in how to manage and succeed in a food service operation.

A Historical Review Of Five Of The Top Fast Food Restaurant Chains To Determine The Secrets Of Their Success, Alex Leon Lichtenberg

CMC Senior Theses

The primary goal of this paper is to critically examine five of the top nine US fast food chains to look at their history and to determine what factors have lead to their massive success. The companies that will be analyzed include: McDonald's, Taco Bell, Kentucky Fried Chicken, Domino's Pizza, and Subway. Similarities and differences of these companies are compared and contrasted throughout the paper and clearly demonstrate how each company has managed to capture and maintain major market share in their respective food categories. Areas that are examined range from product quality to to business models to consumer psychology. …

International Worker Cultural Adaptation: A Qualitative Study, Luis Romero Valenzuela

Electronic Theses and Dissertations

International workers are a vulnerable population within the hospitality industry. Their challenges, and needs have an impact on productivity, loyalty and satisfaction of international workers towards the organizations that employ them. The social and cultural impacts of labor migration are felt in their new environment by both domestic and immigrant populations. It is important to understand international workers’ acculturation process in order to provide them with tools necessary to succeed; it is also important to create responsible practices that translate into positive migration outcomes for both domestic and foreign populations. This study collected data on the motivations, processes, challenges, and …

How Does Jay-Customer Affect Employee Job Stress And Job Satisfaction?, Gawon Kim

Electronic Theses and Dissertations

Guest-contact employees interact with various types of customers, and they are often exposed to stressful conditions caused by the deviant, or jay-customers. The purpose of this study is to examine how jay-customer behaviors (customer incivility and customer aggression) affect employees’ job stress, and consequently, job satisfaction. Surveys of 210 participants, currently working as guest-contact employees in the hospitality industry, were analyzed for the study. The results of hierarchical multiple regression analyses show a positive relationship between the experience of customer incivility and employees’ job stress. Additionally, the results indicate a full mediation effect of employees’ job stress on the relationship …

Trouble In Sin City: Protecting Sexy Workers' Civil Rights, Ann C. Mcginley

Scholarly Works

While Las Vegas has always been known for its libertarian attitudes toward gambling and sexually provocative shows, after a short, failed attempt during the 1990’s to characterize itself as a family destination, the City has turned up the heat. Las Vegas, which relies increasingly on selling sex appeal to promote its value to the public, has become the number one adult entertainment destination in the United States. There is, however, trouble in paradise. A number of the casino-based clubs (both day and night) have been sued; others have closed due to illegal prostitution; some have paid large fines to the …

The Relationship Between Perceived Personal Fairness, Social Fairness, Hotel Cancellation Policies And Consumer Patronage, Scott J. Smith

Electronic Theses and Dissertations

The objective of the study was to examine the relationships between the concepts of personal fairness and social fairness and hotel cancellation policies. These relationships will be explored using the framework of Prospect Theory in terms of consumer patronage (willingnessto-purchase and word-of-mouth). This study begins with a brief history of the development of the lodging industry in the United States from inns and taverns to the modern hotel industry that is a critical sector of the hospitality and tourism economy. Current statistics are provided regarding the U.S. and Central Florida hotel industry in order to provide both a national and …

The Effects Of Corporate Social Responsibility On Service Recovery Evaluations In Casual Dining Restaurants., Heidi Albus

Electronic Theses and Dissertations

This study examined the effects of Corporate Social Responsibility (CSR) on service recovery in terms of customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. More specifically, this study proposed that CSR will have a halo effect on negative service recovery incidents and mitigate the adverse effects of the poor recovery. An experimental study consisting of a 3x2 between subjects factorial design was used. Three CSR conditions (positive, negative, and no CSR) were matched with two service recovery conditions (positive or negative). Four hundred and eighteen subjects were recruited by a reputed marketing research firm. …

The Influence Of An Annual Meeting On The Sense Of Community Of Association Members, Their Satisfaction, And Future Intentions, Jee Yeon Hahm

Electronic Theses and Dissertations

Over the past decade, many studies have provided some understanding on what influences association members‟ decision to attend a meeting; however, more systematic and theoretical research is necessary. The decision making process of attendees is a complicated human behavior practice. The major contribution of this study is adopting the sense of community (SOC) model from psychology to gain a better understanding of the attendee behavior. By doing so, this study will add a theoretical foundation to the existing research in the meeting industry. Also, this study will contribute to the SOC research in psychology by applying the concept to a …

The Role Of Flow In Creating E-Loyalty: The Case Of Online Hotel Booking Websites, Anil Bilgihan

Electronic Theses and Dissertations

This dissertation aims to examine the concept of ―online customer experience‖, ―flow‖, and its role in influencing online customers‘ loyalty to a hotel booking website. To achieve this aim, a model was developed, which proposed that online flow is generated by both hedonic and utilitarian website features. A model was developed based on literature review to measure the relationships between the constructs. To initiate this research, a survey approach was taken. After conducting a pilot study, a marketing company was contacted to distribute the link for the online questionnaire. Five hundred and eleven (511) questionnaires were completed by guests who …

Nutritionally Focused Drive-Thru Menus And The Impact On Consumer Preferences: A Study Of The Restaurant Industry, Meschelle M. Davis

Electronic Theses and Dissertations

More than one-third of the U.S. citizens (over 70 million people) and 16% of children are classified as obese and are at risk of many diseases including heart disease. Research indicates that 65% of Americans over the age of twenty years old are considered overweight. To address this public health issue, the U.S. Food & Drug Administration has proposed new nutritional guidelines for restaurant menus. Thus, the current study investigated the preferences of quick service restaurant (QSR) industry consumers with reference to the newly proposed U.S. Food and Drug Administration regulations. This study includes development and redesigning of drive thru …

Evaluating The Effectiveness Of The Pga's Professional Gold Management (Pgm) Program, David Lane Smiley

Electronic Theses and Dissertations

This study explored the relationships between knowledge, skills, ability, self-efficacy, and experiential learning and performance expectations and satisfaction. The purpose of this study was threefold. First, the study attempted to understand the motivators for student motivation to recommend the program. Second, the study looked at the contribution of both intrinsic and extrinsic motivators for retention and positive word-of-mouth. Further, the research evaluated the relationship of the curriculum in influencing the student’s performance and satisfaction. The study sample consisted of 676 undergraduate students attending one of six PGA Professional Golf management programs in the spring of 2011. The survey instrument was …

Weiser Carrots And Sticks: Motivation Beyond Money At The Shakedown Café, Julian A. Martinez

CMC Senior Theses

It is generally assumed that monetary incentivization is the most effective means of motivating organizationally-beneficial behaviors. Individuals, under this line of thought, pursue their own objective self-interest above all else. However, evidence is being uncovered that indicates that human motivation may be a much more complicated facet of the human psyche. The purpose of this study is to examine the deeper underpinnings that drive people work that might lie beyond financial rewards. In order to do this, the Shakedown Café, a student-run restaurant on Pitzer College’s campus, will be examined. This specific organization is of particular interest because it does …

Souls/Soles Of Signs Tell Totems And The Sphinx Wager, Darryl A. Smith M.Div., Ph.D.

Occasional Papers

This paper develops a philosophy of play through an analysis of the foot wager of the Sphinx. Applying a construction of the cosmology of Plato along with a Socratic etymology of her riddle’s answer, it provides a reading of Sphingian contestation consistent with contemporary practices of deception found in modern games like poker. I argue that such deception is constitutive of the excessive illumination of signaling tells in games and that such excess, in turn, is indicative in allied political contexts of a covetous and acquisitive obsession with light. This theory makes use also of Ralph Ellison’s refiguring of Oedipal …

Operation Improvement: Enhancing Perioperative Billing, Janet Caverly

Administration & Leadership

No abstract provided.

Promoting Innovation In Hospitality Companies Through Human Resource Management Practices, Song Chang, Yaping Gong, Cass Shum

Hospitality Faculty Research

In this study, we investigate how hospitality companies can promote incremental and radical innovation through human resource management practices (i.e., selection and training). Data from 196 independent hotels and restaurants operating in the People’s Republic of China show that hiring multi-skilled core customer-contact employees and training core customer-contact employees for multiple skills both have a significant and positive effect on incremental and radical innovation among hotel and restaurant companies. The two human resource management practices are also found to have a negative joint impact on incremental but not radical innovation. The implications for promoting innovation in hospitality companies are discussed.

Examining Revenue Management Practices In Las Vegas Casino Resorts, Arun Tanpanuwat

UNLV Theses, Dissertations, Professional Papers, and Capstones

The overall goal of this study was to examine Revenue Management (RM) practices in Las Vegas casino resorts. A great deal of research has been done on RM in the hospitality industry. The academic research has examined RM in hospitality in general, but not specifically in casino resorts, which gain their revenue from both rooms and resort amenities. Moreover, the academic literature often show high-level mathematic-based solutions or statistical applications, but not necessarily pragmatic techniques for practitioners. This qualitative study investigates the extent to which the essential fundamentals of any RM system are implemented successfully by casino RM professionals and …

A Comparative Study Of Indicator Bacteria Present In Ice And Soda From Las Vegas Food Establishments, Kimberly Jo Hertin

UNLV Theses, Dissertations, Professional Papers, and Capstones

Microbial analysis has long been used as an indicator of water quality. Since the passing of the Safe Drinking Water Act in 1974, microbial standards have been strictly set by the Environmental Protection Agency (EPA) to ensure that the public health is protected from bacterial pathogens. The bacteriological quality of water generally deteriorates as it travels from water treatment facilities through the main distribution system and into private plumbing and distribution systems. For example, Heterotrophic Plate Count (HPC) values typically increase once the water has entered plumbing devices such as beverage vending machines. Upon reaching a private facility, the opportunity …

What Is Mission Critical In The Hotel Guest Room: Examining In-Room Guest Empowerment Technologies, Pelin Nasoz

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study examined 18 in-room technologies and identified the ones perceived to be mission critical for the hotel guests. It also determined the differences in guest empowerment technology preferences and expectations across generations, purpose of travel, and travel frequency. Moreover, it investigated whether the quality of in-room technologies impacts guests' decision in choosing a hotel.

The data were collected through an online survey. A total of 508 people responded to the survey. An importance and performance analysis was utilized to identify the mission critical in-room technologies for the hotels. The analysis indicated that in-room movie on demand services, in-room wireless …

The Long-Term Impact Of A Loyalty Program: An Evaluation From A Las Vegas Casino Hotel, Myongjee Yoo

UNLV Theses, Dissertations, Professional Papers, and Capstones

Loyalty programs are popular marketing strategies intended to attract, maintain, and enhance customer relationships. Despite the widespread usage of loyalty programs across various businesses, its effectiveness has not been well validated. Few empirical studies attempted to evaluate the value of loyalty programs but the findings have been conflicting with each other. Given the competitive climate of such a highly saturated competitive market of the hospitality industry, it is meaningful for hospitality marketers to evaluate the effectiveness of loyalty programs to increase customer retention and profitability. Therefore, the main purpose of this study was to examine the effectiveness of a hospitality …

Customer Satisfaction Index Of Singapore 2011: 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. Currently in its fifth year of measurement, the CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries.

Betting On The U.S. Market A Discussion Of The Legality Of Sports Gaming Businesses, Glenn Light, Karl Rutledge, Quinton Singleton

Occasional Papers

Over time, the US sports gaming industry has progressed dramatically beyond what the US anti-gaming law drafters envisioned. The result is a system of mostly antiquated laws controlling modern industry causing confusion across the board. This discussion, therefore, intends to shed light on the US sports gaming legal framework, including analysis of the preeminent US laws that regulate the sports gaming industry and a brief review of various sports gaming businesses that fall within the US legal rubric.

Nevada Gaming Licensing Qualifications, Standards, And Procedures, Robert D. Faiss, Gregory R. Gemignani

Occasional Papers

The process of acquiring a Nevada gaming license is long and consists of several procedures. Although the process is time-consuming, it is far from Byzantine or obscure; each step, as defined by statute and precedent, flows logically from the one before. This paper provides an overview of licensing process in Nevada, with additional information on the reasoning behind several of the procedures involved.

Duncan Hines, An Annotated Bibliography, Jessica Holland

Undergraduate Research Award

No abstract provided.

Premier, Judy Nagai, Robyn Hadden, Marian Alper, Carolyn Linck, Robyn Campbell-Ouchida, Afsha Bawany, Jae Hyo Park, David Mikowski, Erica Bobak, Jennifer Weinman

Premier: The Magazine of the UNLV Harrah Hotel College

No abstract provided.

Eco-Tourism Resorts: A Case Study Of Best Practices At The Hamanasi Resort In Belize, Kathryn Early

Honors Theses and Capstones

The objective of this research is to investigate best practice initiatives of sustainability involved in the successful development and management of Hamanasi Resort, an award winning eco-tourism resort located in Belize. The four phases of research at Hamanasi as originally proposed, found in Part I of the thesis, are outlined as follows: Phase one includes hands-on research through shadowing in different hotel departments, observation of management practices in Hamanasi, interviews conducted with employees, and questionnaires administered to guests; Phase two begins a study of the business and organizational model of Hamanasi along with an examination of the critical issues encountered …

Analysis Of Staff Scheduling Effect On Hospitality Staffing Service Efficiency During High-Occupancy Conditions Using Discrete Event Simulation (Des), Robert Joseph Malony

Doctoral Dissertations and Master's Theses

This study utilized discrete event simulation (DES) in order to optimize the staff scheduling within the housekeeping department for hotel operation during high-occupancy conditions. High-occupancy situations within hotels occur during peak season times in which guests occupy a greater number of rooms than throughout the year. A literature review showed that DES has been used to optimize various types of schedules. This study was unique in the case that it incorporates computer modeling into the staffing portion of lodging establishments; an area with limited amount of research. Data was collected from historical records and through actual observations. A validated computerized …

The Future Development For Slots In Macau To The Mainland China Market, Sok In Leong

UNLV Theses, Dissertations, Professional Papers, and Capstones

Purpose:

There are lots of optimistic comments to slots industry in Macau. The purpose of this paper is to provide an insight overview and examine the future development of Macau slot market to Mainland China player.

Lean And Six Sigma In Hospitality Organizations: Benefits, Challenges, And Implementation, Justin M. Lancaster

UNLV Theses, Dissertations, Professional Papers, and Capstones

Purpose:

The purpose of this paper to provide a plan and framework to successfully implement Lean and Six Sigma into a hospitality organization.