Business Commons^™

Perceptions Of The Tourism And Hospitality Industry By Singapore Polytechnic Hospitality Students: An Exploratory Study, Justin Matthew Pang

UNLV Theses, Dissertations, Professional Papers, and Capstones

Many Singapore polytechnic students are not keen to join the hospitality line even after being enrolled in a 3-year hospitality program. Many students find the nature of the job too stressful and strenuous. Students have also cited reasons such as long working hours, shift work, dealing with unpredictable circumstances in the job environment and having lower starting remuneration as compared other industries (K. Ong, personal communications, June 16, 2010). Other perceived qualitative reasons that have been given by students for not joining the industry would be the semi-professional nature of the hospitality industry as compared to other industries such as …

Is There A Suitable Crm Framework To Evaluate The Effectiveness Of Crm Practices In The Singapore Hotel Industry?, Janet Wong

UNLV Theses, Dissertations, Professional Papers, and Capstones

With the continuous growth of the hospitality industry in Singapore and the increasing interest in CRM, it is becoming more critical to ensure Singapore hotels have in place a best CRM practice to improve customer value and retention. The purpose of this study is to develop a best CRM practice for Singapore hotels. Four frameworks are discussed in the study with Buttle’s modified framework being the best suited because other models took on a more strategic CRM focus or focus their attention on the role of ICT. This framework provides a detailed value chain to understand the CRM practices at …

Embracing Self Service Technology For Hotel Productivity Growth, Kee Chuan Neo

UNLV Theses, Dissertations, Professional Papers, and Capstones

This paper explores the various ways in which self-service technology (SST), if employed by the hotel industry, can actually contribute to the productivity growth in Singapore. The study provides an understanding of customer’s technology acceptance and readiness by utilizing the two widely extended and accepted approaches, Technology Readiness Index (TRI) and Technology acceptance model (TAM). The study also evaluated the four common self-service technology channels: electronic kiosks, the Internet, mobile devices, and the telephone applications. From an investigation on past studies, it is found that Singapore is receptive to self-service technology. Self-service technology thus could bring a highly respectable return …

Interview With Brandon Hill, Bamboo Sushi, 2010 (Audio), Brandon Hill

All Sustainability History Project Oral Histories

Interview of Brandon Hill by Jeff Francoeur at Bamboo Sushi, SE Portland, Oregon on August 10, 2010.

The interview index is available for download.

Recovery, Leadership Efforts, And The Casino Industry In The Mississippi Gulf Coast Region After Hurricane Katrina, Ethan Jon Joella

Dissertations

The purpose of this study is to examine the following three interlocking areas of theory: a) casinos as economic engines; b) tourism recovery following a disaster or negative event; and, c) economic/social characteristics that facilitate recovery after disasters generally. This study examines the necessary ingredients for a speedy disaster recovery (typified in the casino industry on the Mississippi Gulf Coast).

This study employs a qualitative interview design with elite interviewing to test the theory and provide evidence and context to it. With interview questions informed by Rubin’s three elements that influence the recovery process within a community (Rubin as cited …

An Analysis Of Sustainable Tourism Certification Programs In The United States, Kelly Bricker

Caesars Hospitality Research Center Grant

The primary purpose of this study was to evaluate the effectiveness of state sustainable tourism programs, utilizing the Global Sustainable Tourism Criteria (GSTC) as a measure of baseline sustainable tourism effectiveness.

The Decision To Implement Self-Service Technology And Its Impact On Service Performance And Operating Costs, David A. Cranage, Alinda Kokkinou

Caesars Hospitality Research Center Grant

As the initial investment required by SST is high, decision-makers have increasingly been asked to anticipate whether the objectives of SST implementation, namely waiting time reduction and operating cost reduction can be achieved. However, it is difficult to estimate how adding a SST alternative to an existing service delivery process will impact these performance measures. The purpose of this study was to investigate, using simulation, how the implementation of self-service technology in a service delivery process would impact customer waiting times and system operating costs in the context of luxury resort check-in.

Evaluating The Indirect Impact Of Resort Casino Amenities On Gaming Revenue, Anthony F. Lucas, Sarah Tanford

Caesars Hospitality Research Center Grant

In order to meet customer needs, casinos must provide amenities such as restaurants, concerts and shows. However, in most casinos gaming remains the main source of casino profitability and in some markets, amenities do not produce any direct profits. Operators often assume that amenities attract customers and stimulate gaming. However, evaluating the indirect impact of amenities on gaming can be a challenge. The current research develops a process for evaluating indirect gaming impacts and applies it to one type of amenity, namely restaurants.

Nightclubs: A Training Manual: To Increase Sales Performance For Bartenders And Cocktail Servers In Nightclubs., Robert A. Boyer

UNLV Theses, Dissertations, Professional Papers, and Capstones

Competition in the Las Vegas nightclub industry has been growing fiercer over the last five years. This is due to the sheer number of nightclubs opening as well as millions of dollars spent on their construction and design. Long gone are the days of the warehouse style nightclubs of years past. We are in a modern era for nightclubs where architects from all over the world are collaborating to build the next best venue in Las Vegas. In order to compete in this highly competitive marketplace, owners and managers must give their employees all the tools necessary to succeed. Employees …

Impact Of Hotel Discount Strategies On Consumers’ Emotion And Behavior In The Presence Of High And Low Involvement Consumers, Seung H. Lee

UNLV Theses, Dissertations, Professional Papers, and Capstones

While hotels come up with various discount strategies to attract consumers, especially during a recession, both hotels and consumers seem to favor dynamic pricing. Yet there are not enough studies available to reveal that dynamic pricing would positively impact consumers. Studies also indicated that price discounts give consumers not only monetary benefits but also positive emotional responses. The purpose of this study was to investigate how uniform pricing and dynamic pricing influence consumers' emotion and behavior, in the presence of low involvement and high involvement consumers. The results of study suggested that high involvement consumers responded more positively to dynamic …

Hotel Feasibility In The Recessionary Economy Of 2010: A Case Study In Reno, Nevada, Sang-Mun Cho

UNLV Theses, Dissertations, Professional Papers, and Capstones

In the aftermath of the economic crisis of 2008, it became evident that Nevada’s economy felt pains greater than that of the rest of the country. With sinking property values, opportunities may exist for the hotel investor. The purpose of this paper is to analyze the risks and benefits of acquiring a hotel property through the instrumentality of a hotel feasibility report. The literature review includes an evaluation of hotel feasibility analysis, its historical context, criticisms, and recommendations for performing effective studies. The case study part of this paper investigates the broader implications of hotel acquisition in the current recessionary …

A Start To Finish Guide To Opening A Bed & Breakfast: The Business Plan., Ellen A. Fredette

UNLV Theses, Dissertations, Professional Papers, and Capstones

Background Beds and breakfast are the small business component of the hotel industry. Like all types of small businesses, many fail due to poor planning or misguided management. As more new entrepreneurs enter the market due to the decline of the economy and the unreliability of corporate America, it is important to identify the proper components of a business plan for beds and breakfast and to outline a successful operations model. A study of business plan and bed and breakfast operation models is included here. Results Existing literature suggests several components of a successful business plan. These include a detailed …

Adjustments In Inter-Cultural Communication Of Expatriate And Host National In Local Operation, Hanna Lee

UNLV Theses, Dissertations, Professional Papers, and Capstones

Due to the global expansion of international hotel chains into culturally isolated countries, such as China, many hotels are in need of qualified staffs in local operation where a strong culture exists. When expatriate managers are sent abroad for overseas assignments, they are often confronted with the conflicts that are caused by inter-cultural differences between expatriates and host nationals. This paper examines several aspects of cultural and interpersonal issues involved in the conflicts, and seeks to determine any necessary adjustment from the information gathered by telephone interviews with the current expatriate managers in Beijing, China. Furthermore, the study discusses essential …

Room Rate Parity: A 2010 Study Of U.S. Booking Channels, Neven Sipic

UNLV Theses, Dissertations, Professional Papers, and Capstones

Hotel guests are facing a variety of different hotel rates when booking online. The transparency of the Internet is driving hotel prices towards rate parity. This study investigates room rate parity, room and hotel availability, price consistency, and rate guarantee. The study examines 240 property-date combinations, focusing on ten metropolitan areas, using a sample of 120 hotels for two booking dates, and analyzing three hotels per four hotel segments. The results suggest that Orbitz, an indirect distribution channel, is the best choice when booking rooms in budget and midscale market segments. Furthermore, Expedia offers the best room prices for luxury …

An Analysis Of Supervisor’S Gender And Subordinate Employees’ Job Satisfaction Within The Casino-Entertainment Industry, Nicholas J. Thomas

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study investigates supervisor gender and various dimensions of employee job satisfaction within the casino-entertainment sector of the hospitality industry. Specifically, these dimensions were analyzed from the perspective of three variables related to individual employees: (1) satisfaction with company; (2) satisfaction with department; and, finally, (3) satisfaction with the supervisor. The data for this study was obtained from an employee survey administered to employees in three separate Nevada casino-entertainment properties and their corresponding corporate office. The results of this study fill existing gaps in the academic literature related to job satisfaction and the role of supervisor gender. There are implications …

Recommending A Productivity Model For Singapore Hotels: A Critical Review Of Productivity Models Adopted By Researchers And Hotel Operators, Hwee Noi Goh

UNLV Theses, Dissertations, Professional Papers, and Capstones

The business challenges and intensely competitive environment in today’s economy make productivity a key factor for organizational survival. This paper examines what productivity means to the services industry, in particular, to the hotel industry. This is underpinned by an investigation of the fundamental differences between goods and services and the implications on productivity measurement and control in the manufacturing and services industries.

The purpose of this paper is to critically review productivity measurement and control methods used by researchers and hotel operators in order to find a model suitable for the hotel industry in Singapore, taking into consideration the local …

Complimentary Rewards In Las Vegas Casinos: A Literature Synthesis And Recommendations For Profitable Complimentary Reward Programs, Katharine S. Meczka

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study summarizes academic theories and industry applications related to loyalty marketing schemes, drawing on literature pertaining to casino marketing, behavioral learning theory, loyalty marketing, and economics. Specifically, this study attempts to understand the market conditions and program structure under which Las Vegas Strip casinos may profitably utilize complimentary rewards through increasing short-term revenue and generating long-term loyalty. This literature synthesis provides important professional implications for casino marketers both in terms of effectively designing complimentary reward programs and sustaining profitable business during recessionary times.

An Analysis Of The Placement Of Music In Miami Beach Hotels, Richard R. Hertan

UNLV Theses, Dissertations, Professional Papers, and Capstones

In recent years, there has been a shifting trend of music’s use in hotels. Hotel companies are now using music to enhance their servicescapes at their individual properties. Hotel companies such as Hyatt, Omni, Hilton and Starwood hotels are strategically using music to enhance their servicescapes while others simply sit on the sideline failing to see music’s strategic value (Torrini, 2006). W hotels even ventured a step further by hiring a Director of Music to strategically utilize music to enhance the hotel servicescape. This professional paper details the placement of music in public areas of hotels in Miami Beach, Florida. …

Bid For An International Meeting: A Guide For Taiwanese Associations, Yu-Chun Liu

UNLV Theses, Dissertations, Professional Papers, and Capstones

The meeting and exhibition industry is commonly referred to the MICE industry because it pertains to meetings, incentives, conventions, and exhibitions. Ancient eastern and medieval European countries were familiar with the practice of conducting meetings centuries ago. However, those meetings were most commonly designed to address the aftermath of war. During the seventeenth century, the Peace of Westphalia, a series of treaties, concluded the Thirty Years War and created a precedent that through large-scale meeting; significantly international problems among countries could be resolved. Until the early nineteenth century, international meetings between countries were popular. The scopes and topics of discussion …

The Gulf Of Mexico Oil Disaster: A Case Study On The Projected Economic Impact On Tourism Among The Gulf States Of Louisiana, Mississippi, Alabama, And Florida, Richard Andrew Robinson Jr.

UNLV Theses, Dissertations, Professional Papers, and Capstones

This case study found that from May through July 2010 most reports from Gulf area hospitality providers noted a significant drop in tourism revenue due to the BP oil spill. During this period, anecdotal accounts from business owners in the area described a sales decrease of 50% or more in some tourist spots. A University of Southern Mississippi study found that for that state alone non-gaming hotels experienced a 50% drop in sales with a total factored direct/indirect shortfall of $119,400. A Moody’s report, released in July, calculated the economic damage to tourism for that period to be $1.2 billion. …

From Under The Shadows: Developing Awareness In A Conventional Market With A Product Less Recognized, Nelson Barber, Janis Donovan

Hospitality Management

The wine industry has considered product quality as the benchmark driving ­competitiveness, with wine quality the target standard. This focus on quality exposes producers to intense price competition with consumers alternating between wines. Some research has been done on country of origin suggesting the value consumers place on specific origins goes deeper than quality and price, inferring the presence of other dimensions such as emotional, economic, and social associations. However, little has been done to determine the value consumers place on the sub-wine regions of these larger countries. This study examines dimensions of wine region brand equity, by analyzing benefits …

International Encyclopedia Of Gambling, J. Cory Tucker

Library Faculty Research

An update to the author's Gambling in America (CH, Apr'02, 39-4347). this excellent encyclopedia provides detailed information on the gambling phenomenon throughout the world. In more than 300 entries, this two-volume set covers a wealth of information on a wide variety of topics related to gambling.

Authenticity And The Use Of Multimedia At Cultural Tourist Attractions, M. C. Krosbacher

Doctoral

Within the area of cultural attractions new developments in modern technologies have brought changes as to how culture and heritage are presented and interpreted. This has evoked debates whether such sites can still be regarded as authentic. While researchers have investigated these issues on a theoretical basis, the perception and experience of authenticity as well as the use of modern interpretative tools have been treated separately and still lack empirical investigation. Therefore, this study explores the perceptions and experiences of authenticity at cultural attractions where modern technologies are applied. The central research questions are: (1) How can the key concepts …

Nation, Corporation Or Family? Tribal Casino Employment And The Transformation Of Tribes, Theodor Gordon

Occasional Papers

Since its modest beginnings in the early 1980s, tribal gaming rapidly developed into a $25 billion industry that generates over a quarter million jobs. However, the increasing employment of non-Indians in tribal casinos prompts new cultural and political challenges. This paper analyzes tribal and commercial casino trade publications in order to demonstrate how tribal casino employee relations play a significant role in transforming public policy and perceptions of tribal government in the United States.

New Front Desk Manual Development Protocols For Millennials Working In The Hotel Industry, Christopher Chennault

UNLV Theses, Dissertations, Professional Papers, and Capstones

Over the past year, the hotel manager of the Westin Versa, Napa, a 179 room franchised hotel located in the city of Napa, California has struggled with conveying to his younger agents (aged 18 to 24) the concept of empowerment. They have had a difficult time with what he defines as "basic common sense" when providing company brand standards to guest recovery situations that go beyond the usual five minutes of a guest interaction. In these scenarios, the young agent is forced to balance the operational needs of the hotel with the wants of the guest and find a middle …

A Review Of Key Factors Affecting The Adoption Of Self-Service Technologies In Tourism., Petranka Kelly, Jennifer Lawlor, Michael Mulvey

Conference papers

During the past ten years self-service technologies (SSTs) have attracted research attention especially in the banking, retail and airline sectors. The infusion of technology in the service encounter has been identified as being advantageous to both the service provider and the consumer. Service provider companies may reduce costs, increase consumer satisfaction and tap into new markets which have been made accessible via the Internet. From a consumer’s point of view, SSTs can save money and time, provide convenience, and in some cases, enjoyment. All the above mentioned advantages are achievable only if SSTs gain adoption among consumers. In light of …

Interview With Brad Bateman, Costco, 2010 (Audio), Brad Bateman

All Sustainability History Project Oral Histories

Interview of Brad Bateman by Nemah Dalai at Costco Clackamas, Oregon on June 10th, 2010.

The interview index is available for download.

Hotel Guests’ Perceptions Of Sustainable Hotel Practices In A Mexican Destination, Orie Berezan, Michelle Millar, Carola Raab

Caesars Hospitality Research Summit

Hotel selection and attributes that are important to travelers has been extensively researched using a variety of methods (Dolnicar, 2002). Dolnicar & Otter (2003) confirmed, after reviewing 21studies related to hotel attributes, cleanliness as the top priority, followed by hotel location. In total, 173 attributes were identified that were related to image, price/value, the hotel itself, and service (Lockyer, 2005). None of those attributes, however, were related to environmental attributes of a hotel. For more than a decade, the hospitality industry has been under pressure by government legislation and regulations to implement environmental strategies and thereby reduce their carbon footprint …

Incidental Music: Enhancing The Emotional Experience Of The Audience, Kathleen B. Nelson, Daniel E. Nelson

Caesars Hospitality Research Summit

Environmental psychologists, who study transactions between individuals and their physical settings, maintain when an individual’s environment is changed, his/her behavior and experience are also changed by the environment (Gifford, 2002). Like other segments of the theatrical setting, a manipulation of the environment can enhance or constrain audience actions. Physical elements, as well as other ambient factors such as lighting, color, quality of materials, set design, music, fragrance, and room temperature are just a sample of the dramatic elements used to orchestrate the environment. However, this paper explores the relationship between the elements utilized to create enhanced experiences for the audience …

Incorporating Crisis Management Into Hospitality Education: A Study Of Current Curriculum Content Compared To Skills Essential For Today's Environment, Barent N. Mccool

Caesars Hospitality Research Summit

All venues of the hospitality industry have an unprecedented responsibility for the safety, health, and welfare of their guests today. This project is investigating what is currently incorporated in the curricula of United States hospitality management programs regarding crisis management skills and comparing current content with recommended content to determine gaps in these curricula. Based on the findings, recommendations for enhancements that programs might make to their curricula will be made.