Business Commons^™

Who Calls The Shots In Dining Customer Service, Kendi Root

UNLV Theses, Dissertations, Professional Papers, and Capstones

Introduction:

Americans have become impatient with poor dining service standards. Some believe a depressed economy, lack of skilled labor, and even bad customers have contributed to a new epidemic (Kim & Chen, 2010). Bottom line, most paying customers probably prefer a pleasant service staff to an unpleasant one. Service staff with pleasant personalities and positive attitudes impact the customer experience and overall satisfaction (Ryan & Ployhart, 2003; Barrash, & Costen, 2008). Grandey in 2003 coined this “QSD” or quality service delivery.

Case Synopsis:

The case study depicts a critical service incident with a dining service encounter in an upscale, full …

Controlling Labor Costs In Restaurant Management: A Review Of The Internal-Marketing Concept As A Method For Enhancing Operating Efficiency, Scott Yandrasevich

UNLV Theses, Dissertations, Professional Papers, and Capstones

Restaurants experience many challenges, including economic uncertainty, competition, demographic shifts in target markets, changes in employee work habits, and such financial considerations as maintaining adequate cash flow. Controlling costs in the restaurant business is essential to the success or failure of the establishment. In the hospitality industry, labor costs are very high; in fact, they amount to approximately 45% of operating costs. The goal of this review is to promote further research into identifying the specific criteria that govern the relationship between the use of labor resources and the goal of operating efficiency, mainly with a focus on internal marketing …

A Conceptual Model For Employer Training To Manage Employee Counter-Productive Behaviors, Naomi Spickard Rock

STEMPS Theses & Dissertations

The purpose of this study was to develop a model for employer training to manage employees who possess counter-productive behaviors. With the increasing encouragement for employers to hire without discriminating, the number of individuals with disabilities in the workforce will rise. There is limited training in universities and businesses to teach how to deal with difficult individuals.

Qualitative research in the form of focus groups was conducted. The following research objectives were developed: 1) Identify components of counter-productive behaviors that need to be managed in the workplace. 2) Develop behavioral management strategies that need be learned by employers. 3) Integrate …

Getting Due Diligence Right, Michael Benoliel

Research Collection Lee Kong Chian School Of Business

Associate Professor Michael Benoliel, author of the newly published Negotiation Excellence - Successful Deal Making , wrote that effective due diligence is one of the most important tasks in negotiation and there are a few traps that deal makers must avoid.

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Minutes & Agendas

No abstract provided.

Leadership Criteria Under Maximum Performance Conditions, Aaron J. Pauli

Theses and Dissertations

Since the seminal work investigating the relationship between typical and maximum performance by Sackett, Zedeck, and Fogli in 1988, there has been a marked increase in research in this area. Although much research has furthered the relationship between typical and maximum performance, none have attempted to identify which leadership effectiveness criteria are considered most important to an individual’s maximum performance, or assessment of one’s potential. Thus, this empirical study seeks to identify the leadership effectiveness criteria under maximum performance conditions as it relates to entry and middle level managers. Using an exploratory factor analysis, the results suggest an interesting comparison …

The Positive Impact Of Negative Feedback, Mark B. Richey

Theses and Dissertations

While feedback is an essential element of performance, there is little theory explaining the effects of negative feedback. Disagreement exists as to whether negative feedback is good or bad and this impacts its use. Fortunately, control theory provides scholars with an opportunity to better understand negative feedback and the conditions necessary to support its intended function. This study examined the relationship between negative feedback and task performance in a leadership development environment. This work asserts that performance is contingent on perceived feedback usefulness, such that the relationship is stronger when feedback usefulness is high and weaker when it is low. …

Architecture Based Workload Analysis Of Uas Multi-Aircraft Control: Implications Of Implementation On Mq-1b Predator, Jason D. Mcgrogan, Michael F. Schneider

Theses and Dissertations

An increased demand for use of Unmanned Aircraft Systems (UASs) without commensurate increases in pilot manpower has prompted proposals for simultaneous control of multiple aircraft by a single pilot or Multi-Aircraft Control (MAC). To understand the potential effects of MAC, an IMPRINT Pro, Multi-Resource Theory, pilot workload model was developed from pedigreed system architecture. Feedback from active UAS pilots was used to validate the model and establish a workload saturation threshold value of 60, above which pilots may experience performance degradation over extended periods of time. The model predicts that pilots experience low workload when operating one or two UASs …

Behind Buffett’S Curtain: Love And Passion Amongst Senior Executives, Knowledge@Smu

Knowledge@SMU

Much has been written about the legendary investment skills of Warren Buffett and the business empire he has built. However, much lesser known are the executives who are the day-to-day managers of the various portfolio companies under Berkshire Hathaway. In his book, Behind the Berkshire Hathaway Curtain, first-time author Ronald Chan offers a refreshing insight into the lives and ideals of a group of Buffett’s lieutenants.

Motivating With Efficiency Wages And Delayed Payments, Kevin F. Hallock

Economics Faculty Publications

In the delayed payment system, companies motivate workers to work hard year after year by paying them less than the value they create for the company early in the workers' tenure and more than the value they create for the company later in the workers' tenure. With efficiency wages, workers are essentially paid a wage that is higher than the next-best offer they could get. A paper by Alan Krueger found that at company-owned fast food restaurants, employee compensation is higher and the delayed payment profile is steeper than at franchised outlets. In a recent paper, Matthew Freedman and Renata …

Collective Intelligence Ratio: Measurement Of Real-Time Multimodal Interactions In Team Projects, Paul Kim, Donghwan Lee, Youngjo Lee, Chuan Huang, Tamas Makany

Research Collection Lee Kong Chian School Of Business

PurposeWith a team interaction analysis model, the authors sought to identify a varying range of individual and collective intellectual behaviors in a series of communicative intents particularly expressed with multimodal interaction methods. In this paper, the authors aim to present a new construct (i.e. collective intelligence ratio (CIR)) which refers to a numeric indicator representing the degree of intelligence of a team in which each team member demonstrates an individual intelligence ratio (IR) specific to a team goal.Design/methodology/approachThe authors analyzed multimodal team interaction data linked to communicative intents with a Poisson‐hierarchical generalized linear model (HGLM).FindingsThe study found evidence of a …

Modern Leadership Compared To Historical Leadership Shown Biblically, Forrest Jones

Master's Theses

Modern Leadership Compared to Historical Leadership Shown Biblically

Forrest Jones

This thesis is a comparison between modern leadership and historical leadership.  Modern leadership has been differentiated from management since the early 1980’s.  Historical leadership is shown by Jesus Christ through the Bible, used as a historical text.  Historical leadership was found to have two separate tools used by Jesus Christ which would be useful additions to what leadership today is.  The first tool is submission to authority.  Most people in positions that would be considered leadership positions do not feel that they need to follow anyone else.  Often times they …

Instruments For Personnel Selection In The 21st Century: Research And Practice [In Dutch], Filip Lievens, Britt De Soete

Research Collection Lee Kong Chian School Of Business

This article presents an evidence-based overview of innovative selection techniques that were developed in the last years to provide an answer to key questions concerning the contemporary practice of selection. In addition, we aim to point out gaps in the current knowledge about these novel techniques to guide future research. The article shows that innovative selection instruments such as conditional reasoning tests, integrity tests, and implicit association tests might offer opportunities to measure value-based competencies, and maladaptive traits. Furthermore, contextualized personality questionnaires, business-related intelligence tests, situational judgment tests, and so-called serious games enable organizations to improve their image, which creates …

Some Perspectives On And Examples Of Business Education Collaboration For Workforce Development, Kevin Hollenbeck

Presentations

No abstract provided.

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Minutes & Agendas

No abstract provided.

Red Lion Hotel Corporation, Yin-Chia Shao

MBA Student Scholarship

This paper is a strategy executing research project of Red Lion Hotels Corporation. The research content includes the nature of the business, environmental analysis, strategy position within the industry, competitive advantage, strategic history, evaluate strategy and a conclusion. The company grew from a focused differentiation strategy to a broad differentiation diversification. Examining the business environment analysis, the external environment has a moderately strong impact on the company and the internal environment has a moderately weak position. The inferior position is a disadvantage to the Red Lion Hotel Corporation's growth. In addition, compared the company with Choice International Hotels, Inc and …

The Impact Of Mini-Computers And E-Books On The Success Of At-Risk College Students, Aaron W. Hughey, Charlene Manco

Counseling & Student Affairs Faculty Publications

Academically underprepared college students; i.e., those identified as needing developmental (remedial) English, mathematics and reading courses in order to maximize their potential for academic success at college-level studies, were provided with the opportunity to rent, for a minimal, subsidized fee, mini-computers bundled with digital course materials (e-books). The academic aptitude of the students who participated in the study was assessed when they entered the program, and their academic performance was assessed at the conclusion of the semester in which they were provided with these resources. The aptitude, performance and retention of program participants were then compared to those of similarly …

Speaking Up: A Conceptual Model Of Voice Responses Following The Unfair Treatment Of Others In Non-Union Settings, Caren B. Goldberg, Mark A. Clark, Amy B. Henley

Faculty Articles

Bridging the literature of procedural justice, social identification, and voice, we present a conceptual model of observers' voice responses to injustices perpetrated on coworkers. Based on social identity theory, we contend that similarity to the target of injustice influences observer identification with the target, as moderated by the observer's scope of justice, which then influences the observer's perceptions of injustice and decision to express voice. Additionally, we posit that the link between observers' perceptions of injustice and expressed voice is moderated by the observer's perceived opportunity to express voice. Finally, we propose that the decision to express voice individually or …

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Minutes & Agendas

No abstract provided.

Ky. Voices: Look Behind Jobless Numbers, Aaron W. Hughey

Counseling & Student Affairs Faculty Publications

No abstract provided.

Developmental Leadership: A New Perspective For Human Resource Development, Paul Shelton

Faculty Publications - College of Business

Research indicates that numerous variables influence an organization’s ability to change and innovate. There is a need to understand a leadership model that focuses on the aspects of human resource development (HRD). Furthermore, it is important for the HRD model of leadership to foster and support creativity and innovation in organizations. In response to this need, this article identifies and explains a developmental leadership model rooted within the HRD framework of organized learning, change, interventions, and development. The focus of this work is to discuss how a developmental leadership style can generate new perspectives in HRD that translate to innovation …

Do Major League Baseball Hitters Come Up Big In Their Contract Year?, Heather M. O'Neill, Matthew J. Hummel

Business and Economics Faculty Publications

In sports, especially baseball, there is a lot of talk about contract year performance. Beginning in spring training and continuing throughout the season, sports journalists and fans converse about how players in the last year of their contract will perform. Experts in the media, often ex-baseball players themselves, speculate contract year players will have break-out seasons in order to secure a better contract in upcoming contract negotiations. This leads to the question: do baseball players increase their effort and performance during their contract year to increase the value of their next contract?

Tata’S Hr Strategy: Think Far, Wide And Smart, Knowledge@Smu

Knowledge@SMU

With its hands in a diverse range of industries – from information technology to engineering, property development to travel, steel to the world's most affordable car – India's largest conglomerate, Tata Group, has touched the lives of millions of everyday people. Remarkable as its tales of progress and successes may be, the company realises that it has to adapt quickly if it is to keep on the upward trend. Central to that is a rigorous and "global" approach to talent management that attracts the best, induces their fullest potential, and retains them for as long as possible.

Does Distributive Justice Pay? Sternberg’S Compensation Ethics, Jeffrey Moriarty

Philosophy Faculty Publications

Compensation has received a great deal of attention from social scientists. Characteristically, they have been concerned with the causes and effects of various compensation schemes. By contrast, few theorists have addressed the normative aspects of compensation. An exception is Elaine Sternberg, who offers in Just Business a comprehensive theory of compensation ethics. This paper critically examines her theory, and argues that the justification she gives for it fails. Its failure is instructive, however. The main argument Sternberg gives for her theory points in the direction of a different one. This, in turns, helps us to see what a justification of …

Shaping Singapore: The Conductor, The Score, The Musicians, Knowledge@Smu

Knowledge@SMU

A majority of Singaporeans live in public housing. The system, based on the Housing Development Board's vision of "affordable homes, vibrant towns and cohesive communities", has been modelled by many other countries trying to solve their housing needs. Yet, with ever-rising public expectations and rapid developments in the housing market, challenges never cease for this statutory board. The key to meeting these demands, according to CEO Cheong Koon Hean, is to create musical harmony between the agency's engineers, architects, administrators and managers.

Ua1d Wku University Wide Personnel File, Wku Archives

WKU Archives Collection Inventories

Personnel files from all WKU departments opened 30 years after separation from the university or upon death. The records include information regarding education, awards and honors, and correspondence. Clippings and other materials from former biographical vertical files have also been added to many folders.

Note: Employment dates noted in the catalog are for reference purposes and should be confirmed by referring to records in the collection.

A Tale Of Two Paradigms: The Impact Of Psychological Capital And Reinforcing Feedback On Problem Solving And Innovation, Fred Luthans, Carolyn M. Youssef, Shannon L. Rawski

Department of Management: Faculty Publications

This study drew from two distinct paradigms: the social cognitively based emerging field of positive organizational behavior or POB and the more established behaviorally based area of organizational behavior modification or OB Mod. The intent was to show that both can contribute to complex challenges facing today’s organizations. Using a quasi-experimental research design (N = 1,526 working adults), in general both the recently recognized core construct of psychological capital (representing POB) and reinforcing feedback (representing OB Mod), especially when partially mediated through a mastery-oriented mindset, were positively related to problem solving performance, reported innovation, and subsequent psychological capital. The implications …

Theresource, Georgia Southern University

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A Tale Of Passion: Linking Job Passion And Cognitive Engagement To Employee Work Performance, Violet Ho, Sze-Sze Wong, Chay Hoon Lee

Management Faculty Publications

We propose a model of job passion that links two types of passion, harmonious and obsessive passion, to employees’ work performance, via the mediating mechanism of cognitive engagement (comprising attention and absorption). Results from a survey conducted with 509 employees from an insurance firm indicate that employees with harmonious passion performed better at work, and that this relationship was mediated primarily by cognitive absorption, that is, the intensity of focus and immersion experienced by the employees when working. However, even though obsessive passion was negatively related to cognitive attention (i.e., the amount of cognitive resources spent thinking about work), it …

Frederick Winslow Taylor: Reflections On The Relevance Of The Principles Of Scientific Management 100 Years Later, Cristina M. Giannantonio, Amy E. Hurley-Hanson

Business Faculty Articles and Research

"This Special Edition of the Journal of Business and Management was organized to celebrate the 100th anniversary of the publication of Frederick Winslow Taylor’s The Principles of Scientific Management. The large response to our call for papers is indicative of the scholarly interest in Taylor, his work, and its relevance to management practitioners. The papers we received were broad in scope. While most were supportive of scientific management, some felt that Taylor should not be honored. The merits of Taylor’s work can certainly be debated, but what cannot be argued is that Taylor changed the way people worked in the …