Business Commons^™

Wellness In The Hospitality Industry - Guests Vs. Employees, Natalia Levey

Journal of Global Hospitality and Tourism

The wellness tourism market is showing exponential growth and potential, the need for human resources is also growing. This causes a human resources challenge and opportunity to address and leaves the question: Can everyone ultimately benefit from a thoughtfully created environment that not only takes care of guests, but where does this leave the employees providing the services? As such, this opinion paper tackles the aforementioned question and provides some insights, leading to further research questions.

Assessing The Application Of ��-Weights And Structure Coefficients In Published Hospitality And Tourism Research, Millicent Njeri, Jeff Allen, Garrett Jennings

Journal of Global Hospitality and Tourism

Multiple regression is one of the most powerful analysis techniques available to hospitality and tourism researchers for complex problems that may include prediction, mediation, and moderation. The interpretation of the results requires a two-step hierarchical approach. The first step is to determine whether the researcher has findings worth interpreting and reporting and the second step is to determine the effect(s) origins. This second step involves evaluating both the 𝛽-weights and structure coefficients. The purpose of this study is to examine the use of 𝛽-weights and structure coefficients while reporting univariate multiple regression results by hospitality and tourism researchers. …

Communication During Covid-19 Crisis: A Case Of Hotels In Turkey, Ayse Selin Dulger, Ayse Bas Collins, Aysegul Gunduz Songur, Cihan Cobanoglu

Journal of Global Hospitality and Tourism

During the COVID-19 pandemic, which has spread all over the world, the importance of communication in terms of knowledge sharing has increased even more in the tourism sector, as in all sectors. Each hotel business has benefited from various communication tools in the pandemic crisis. The aim of this study is to provide an understanding of the crisis communication strategy tackled by the hotels in Turkey during this unprecedented period, via both conventional and internet based public relations and communication platforms within the framework of crisis communication management. For this purpose, in-depth interviews were conducted with 25 hotel managers in …

Comparing Potential And Repeat Chinese Guests' Cruise Travel Intentions In Post-Covid-19, Lan Lu, Jinlin Zhao, Miranda Kitterlin

Journal of Global Hospitality and Tourism

This study extended the theory of reasoned action (TRA) by including cruise involvement, safety protocols, and trust (stimulus-organism-response paradigm), and risk perception (the prospect theory), developing a theoretical framework to explore and compare Chinese repeat and potential guests' travel intentions, thus making great efforts to rebuilding consumer confidence and recover operation at this stage of the post-COVID-19. The results show that guests' intentions were positively influenced by their perceptions of safety protocols, trust, attitude, subjective norms, and cruise involvement, respectively. In contrast with previous studies, present results showed that perceived risk has a significant positive effect on the intention of …

Destination Competitiveness Of A Tourist Region: A Case Of Kerala, India, Ashna John, Mohammed Firoz C, T. Radha Ramanan

Journal of Global Hospitality and Tourism

The concept of tourism destination competitiveness (TDC) is very complex, and so is developing a model for different destination contexts. The study aims to identify variables to measure the overall TDC of destination brand Kerala (India). A quantitative research design is followed based on a self-administered questionnaire survey strategy. A comprehensive study of various indices and published literature on TDC is conducted to arrive at a detailed list of variables for measuring competitiveness. Through content analysis and screening based on expert opinion surveys and interviews, variables are tailored to the natural and cultural destination region, Kerala. The perceptions of expert …

Kentucky Downs And The Mint—A Huge “Exporter” For Kentucky?, Thomas E. Lambert

Faculty and Staff Scholarship

Kentucky Downs is a thoroughbred racetrack located in Franklin, Kentucky near the Kentucky-Tennessee border and close to Interstate 65 which features European-style (all turf track) racing. (The Mint and Kentucky Downs n.d.). It is also part of an entertainment complex that features a gaming center called The Mint, which has over 1000 historical horse racing (HHR) machines, machines that are somewhat similar to but not exactly the same as casino slot machines (The Mint n.d.). The Mint has another location around 20-30 minutes away by car in Bowling Green, Kentucky, and combined these two operations have around 125 employees according …

Leadership And Its Impact On Supervision In The Hospitality Industry, Patricia Peprah, Williams Kwasi Peprah

Faculty Publications

The hospitality industry has a high human capital requirement that depends on leadership to provide supervision for the utmost customer satisfaction. Based on this, this research looks at the impact of leadership on supervision among hotels in Ghana. This research was a causal research design. It investigated the correlational effect of leadership on supervision in the hospitality industry in Ghana. Data obtained from Ghana Tourism Authority’s National Data 2020 on Tourism Human Resource put the employees of 3 to 5 stars hotels as the study population at 7,347. The researcher used a Raosoft sample size calculator to determine a sample …

Overcoming The Challenges Of Covid-19 By Hospitality Educational Administrators: A Grounded Theory Approach, Senthilkumaran Piramanayagam, Partho Pratim Seal

The Qualitative Report

The coronavirus pandemic has affected all walks of life across the globe. Higher education institutions confronted multiple challenges and disruptions in teaching and learning. However, the challenges hospitality education administrators need to resolve are distinct compared to other traditional higher education programs. This study aimed to understand the experiences and responses of hospitality educational administrators under crisis. The findings of the study are expected to assist hospitality education institutions to be prepared and respond better to any crisis in the future. To understand the challenges faced and strategies adopted by hospitality educational administrators, we interviewed 23 hospitality administrators across India. …

Motivating Employees Through Servant Leadership, Fevzi Okumus

Rosen Research Review

Meeting customer expectations is critical for success within the hospitality industry and frontline employees play a key role in delivering customer satisfaction. Leaders who display a servant leadership style put the interests of employees and the organization above their own. To investigate how this leadership style influences employee motivation and behavior, Dr. Fevzi Okumus, UCF Rosen College of Hospitality Management, and his collaborators have put forward and evaluated a model of the interrelationships between servant leadership and employee engagement, job satisfaction, and absenteeism. They found that leaders evidencing this style positively impacted work engagement and absenteeism. Their findings offer important …

Time + Talent + Treasures = Partnerships For Success, Susan Vernon-Devlin, Marcela Defaria

Rosen Research Review

The tools for philanthropy and successful development do not come in a box with instructions. Instead, they are crafted through building positive relationships over time, which unleashes potential in like-minded individuals, enriches the human experience, and propels broad-based prosperity for the many communities positively impacted by the outcomes. At UCF Rosen College of Hospitality Management, we are working to make a difference and transform lives.

Resident Satisfaction In Continuing Care Retirement Communities, Suja Chaulagain, Abraham Pizam

Rosen Research Review

The senior living industry is big business and growing fast, thanks to increasing life expectancy. According to the U.S. Census, there were 53 million Americans aged over 65 in 2019. That figure is set to rise by 55% to 82 million—one in five of the population—by 2050. More and more seniors are already attracted to continuing care retirement communities (CCRCs). But what impacts resident satisfaction in this increasingly competitive market? New research led by Dr. Suja Chaulagain and Dr. Abraham Pizam at UCF Rosen College of Hospitality Management finds that above all, it's the social environment.

Expectation Disconfirmation = The Hidden Menace Of Positive Airbnb Reviews, Wei Wei

Rosen Research Review

The integrity of the peer-to-peer accommodation industry relies on peer assessment and the assumption that positive reviews are more likely to guide towards positive outcomes. But problems can occur when hosts go out of their way to accommodate their guests, hoping to score positive reviews. Dr. Wei Wei from UCF Rosen College of Hospitality Management and fellow researchers have found that such reviews create an online trail that encourages expectation, which is not necessarily a good thing.

Fostering A Culture Of Hospitality In The Auto Industry, Robert Valle, Manuel Rivera

Rosen Research Review

Robert Valle has been the CIO of Mazda North American Operations since 2017. In an interview with Dr. Manuel Rivera, Rob tells us about the benefits of adopting a hospitality culture in the auto industry, and how research into this field can have a transformative impact on buisiness.

Handbook Of Diversity And Intercultural Inclusivity For Hospitality At Tu Dublin, Fernanda Lima Rabelo, Ana Maria Vieira Fernandes, Mariia Perelygina

Other resources

This handbook is the final output of the research project Diversity & Intercultural Inclusion in Hospitality (D&ICIH), a TU Dublin’s EDI-funded project that aimed to understand the challenges, barriers, and cultural differences that migrant workers experiences in cafes, cafeterias, catering services and restaurants on university campuses experiences. The research also focused on exploring the gender dimension of how migrant women perceive hospitality work, combined with an intersectionality approach (with a focus on gender and socio-economic status) looking to identify multiple factors of advantages and disadvantages in work and life with in-depth and thematic interviews. The Handbook particularly focuses on two …

The Impact Of Artificial Intelligence On The Restaurant Industry, Adamarie Santiago-Nieves

Hospitality Graduate Student Scholarship

Stated will be the collection of several studies conducted to observe and understand the development of artificial intelligence (AI). The software developed within these robots will be explored to clarify different functions, followed by studies conducted to observe guests' satisfaction experiences and satisfaction rates. Further qualitative research is recommended due to the rapid growth and popularity of the usage of artificial intelligence within the restaurant industry.

The Influence Of Loyalty Programs On Hotels, Kennedy Lynn

Hospitality Graduate Student Scholarship

This study aims to create a working paper on the best practices of different ways loyalty programs can influence the hospitality industry, specifically in hotels. The hospitality industry is evolving daily, highly competitive, and customers seek more than genuine experiences. To differentiate themselves from competitors, hotel companies are developing unique ways to reward customers for repeat purchases and have relied heavily on loyalty programs to keep up with this trend. The study discussion indicates the best practices of a loyalty program used by various hotel companies.

Expanding Diversity Of Hotel Ownership In The United States, Elijah Brown, Tyler Evans, Jacob Friedman, Teija Jackson, Chloe Landry, Lilli Morita

Directed Experiential Education Final Project

This study seeks to identify challenges and opportunities for expanding the diversity of hotel ownership. A qualitative review of published academic literature, hotel brand and industry-published articles, and other publicly available information, combined with interviews with hotel industry executives and association executives, focuses on diverse segments of hotel ownership and the current state of ownership diversity initiatives and challenges. Preliminary findings reveal challenges in understanding opportunities in hotel ownership, establishing networks of expertise within diverse groups, and raising required equity. Potential opportunities based on preliminary results include creating effective messaging to potential hotel owners, greater franchisor participation in industry trade …

Increasing Inpatient Volume And Efficiency Through Decreasing Readmission Rates At Fox Chase Cancer Center, Courtney Pokallus, Islande Victorin

Capstone Showcase

This paper outlines the semester long strategic plan created by Islande Victorin and Courtney Pokallus for Fox Chase Cancer Center. This strategic plan includes a background of the organization, SWOT analysis on the organization, identification of potential problems and a gap analysis, a strategic summary, and all outlines and plans for the strategic plan.

Beyond Local Food Consumption: The Impact Of Local Food Consumption Experience On Cultural Competence, Eudaimonia And Behavioral Intention, Bingna Lin, Saerom Wang, Xiaoxiao Fu, Xiaoli Yi

Faculty Scholarship and Creative Works

Purpose: This paper aims to explore the relationships among local food consumption experience, cultural competence, eudaimonia, and behavioral intention. Building upon acculturation theory, need hierarchy theory and self-determination theory, the current study develops a conceptual model of local food consumption as international tourists' acculturation process.

Design/methodology/approach: This study collects data from 305 Chinese outbound tourists and uses partial least squares-structural equation modeling to examine the developed model.

Findings: The findings reveal a significant effect of the local food consumption experience, consisting of novel, authentic, sensory and social dimensions, on cultural competence, which subsequently evokes eudaimonia and behavioral response toward local …

Implications Of An Exogenous Shock (Covid-19) On Wine Tourism Business: A Portuguese Winery Perspective, Alexandre Guedes, Britta Niklas, Robin M. Back, Joao Rebelo

Faculty Scholarship and Creative Works

This study investigates the impact of an exogenous and unexpected shock (COVID-19) on the wine tourism business from the winery's perspective. A sample of 146 Portuguese wineries was surveyed. The econometric results show that the share of wine tourism sales, the amount of dependence on exports and the assertiveness of brand recognition have a structural effect on direct-to-consumer tasting room wine sales, even when the winery's business is disrupted by a shock that degrades the dynamics and flows of international trade. The research establishes a starting point that allows to understand the implications of an exogenous shock on the structure …

Editorial, Faizan Ali

Journal of Global Hospitality and Tourism

I am pleased to present the third issue of Journal of Global Hospitality and Tourism (JGHT), Volume 2, Issue 1. This issue focuses on ensuring the journal’s scope and strengthening its position in both conceptual developments and practical applications in global hospitality and tourism through publication of five quality manuscripts and 2 academic viewpoints: five full papers that underwent rigorous double-blind reviewing, an academic viewpoint, and an industry viewpoint. The present issue of JGHT contains five full papers, written by fourteen authors located in four different countries and affiliated with eight different universities.

Host Perceptions Of Socio-Cultural Impacts Of Volunteer Tourism In Vietnamese Farm Communities, Tuan Nien Tran

Theses, Doctoral

Volunteer tourism has grown significantly, contributing enormous economic, environmental, and socio-cultural impacts to host communities over 20 years (Aquino & Andereck, 2018; Lee & Zhang, 2019; Olsen et al., 2021). There appears to be limited research on the impacts of volunteer tourism on host communities, especially the socio-cultural impacts. The academic literature lacks an agreed framework to understand the socio-cultural impacts (Zamani-Farahani & Musa, 2012). The aim of this study is to provide an in-depth understanding of the socio-cultural impacts of volunteer tourism in Vietnamese farms on the host communities. Drawing on the multiple forms of capital perspectives and theoretical …

Does Covid Have An Effect On Consumer Behavior Towards Vacation Rental Homes?, Whitney Wiley

Honors Theses and Capstones

While Covid has significantly impacted the tourism industry, this research study analyzes the effect of the pandemic on consumers’ behavior towards vacation rental homes. More specifically, it focuses on the three main stages of vacation rental: the choice, booking, and stay. A qualitative research approach was used along with primary data collection. Interviews with individuals in Gen Z were collected in a semi-structured format with open-ended questions. The findings reveal that consumers are now more likely to choose vacation rental homes over other accommodations due to the space and privacy that rental homes provide. As a result of Covid, individuals …

Student Attitudes And Perceptions Regarding Food Waste At Unh Dining Halls, Alexander Soule

Honors Theses and Capstones

UNH works in the hospitality sector of businesses. Over the years, food waste has grown to become an alarmingly increasing problem for both the environment and businesses operating in the sector. While UNH has many food waste mitigation efforts, there is still an opportunity for both the dining halls and students to work together to help reduce food waste. A survey was performed and analyzed which reveals that many students who frequented the dining halls are willing to better adjust their dining practices to help mitigate food waste. However, this is contingent on the dining halls presenting the information of …

Bakery Case Study, Evelyn Ashley

A with Honors Projects

A business case analyzing a capital budgeting decision for a company. The end result is an Excel analysis and an executive summary. The executive summary describes the decision to be made, the inputs, the results of the analysis, as well as data visualization.

Moderating Effects Of Relationship Length And Contact Frequency On Customer Citizenship Behaviors, Laee Choi, Mi Ran Kim

ICHRIE Research Reports

Studies show that contact frequency and relationship length impact co-creative and in-role behaviors with service providers. However, their influence on extra-role or customer citizenship behaviors (CCBs) remains unexplored. This study delves into the moderating role of relationship length and contact frequency within the CCB model. Utilizing an online survey (n = 665), the study unveils that perceived justice’s impact on affective commitment is not moderated by contact frequency, whereas the impact is stronger in short-term than in longer-term relationships. The perceived support-affective commitment-CCBs relationship is stronger in high contact than in low contact group. Similarly, the relationship is stronger for …

Accommodating (Global–Glocal) Paradoxes Across Event Planning, Michael Duignan, Milena M. Parent, David Mcgillivray

Faculty Scholarship and Creative Works

The aim of this research note is threefold: 1) to introduce the concept of paradox and its numerous applications to the study and management challenges associated with the planning and delivery of events, with a specific look at large-scale events like the Olympics to provide an extreme case; 2) to present a new paradox entitled the "Global–Glocal Paradox" that interrogates how inherent global and local stakeholder interests and tensions are managed; and 3) to present a series of conceptual and practical ways events can "accommodate" as opposed to "resolve" this paradox to help balance stakeholder interests instead of pitting one …

What Makes Travelers Choose Japan Over Other Destinations: The Application Of Customer-Based Brand Equity Theory And Tourism Xenophilia, Midori Yamazaki

Graduate Thesis and Dissertation 2023-2024

Customer-based brand equity (CBBE) has been extensively applied to examine a variety of travelers' behavioral intentions and tourism destination choices. However, from the perspective of competition among destinations, the use of the overall destination brand equity (ODBE) dimension is still in its experimental stage. The objective of this research is to determine the impact of destination brand awareness (DBA), image (DBI), quality (DBQ), and value (DBV) on ODBE. Specifically, this study focuses on the case of Japan tourism from the view of American travelers. Moreover, this study aims to incorporate tourism xenophilia (TXI), which is an emerging concept in tourism …

Age Diversity In The Hospitality Workplace, Cass Shum, Ankita Ghosh, Yunxuan (Carrie) Zhang, Yuang-Sheng (Ken) Chiu

Hospitality Faculty Research

Because of the large number of available positions with low-skill requirements and delay of retirement age, the current hospitality workforce is at the peak of age and generational diversity. The current hospitality industry employs employees from four generations, including Baby Boomers, Generation X, Generation Y, and Generation Z. After briefly explaining the difference between age and generation, we first describe generational values and characteristics in this chapter. Next, we critically evaluate the benefits and disadvantages of having age-diverse teams. Finally, we focus on the talent management and leadership needed to manage employees from different generations.

Two Essays On The Airbnb Market, Debanjana Dey

Electronic Theses and Dissertations, 2020-2023

This dissertation analyses the Airbnb market in Orange County, FL to provide insight on the performances of short-term vacation rentals listed on the platform. In the first essay we examine the factors affecting the demand and supply of this real estate sector before and after the Covid-19 pandemic, using occupancy, pricing and revenue models. The results identify the aspects of the Airbnb peer-to-peer sharing model that do and those that do not recover quickly after local covid restrictions are lifted. In particular, host experience, professional management, and proximity to major tourist attractions are some of the key factors that generate …