Business Commons^™

Stars, Diamonds, And Other Shiny Things: The Use Of Expert And Consumer Feedback In The Hotel Industry, Edwin Torres, Howard Adler, Carl Behnke

Rosen Faculty Scholarship and Creative Works

Over the past few years, researchers have studied the topic of online consumer feedback. Most of these studies focus on consumer decision making, and managing a hotel's image.Consequently, more research could explore consumer-generated feedback from the viewpoint of hotel operations and service quality improvement. The present research explored the ways in which hotel General Managers use feedback from consumers (namely online), experts, and internal sources to improve service quality. A combination of a quantitative survey and qualitative interviews were utilized. The study targeted General Managers of upscale hotels.Quantitative data was analyzed using multiple and simple regression analysis, correlations, and ANOVA. …

Interpersonal Trust, Organizational Culture And Turnover Intention In Hotels: A Cross Level Perspective, Ahmet Ozturk, Murat Hancer, Yao-Chin Wang

Rosen Faculty Scholarship and Creative Works

The aim of the present study was to understand the influence of interpersonal trust and organizational culture on employees’ turnover intention. The data of the study were collected from 252 hotel employees in Turkey. Study results showed that both affective trust and cognitive trust were negatively related to hotel employees’ turnover intention. Furthermore, clan organizational culture, adhocracy organizational culture, and market organizational culture were also negatively related to turnover intention of hotel employees. However, the results indicate that hierarchy organizational culture does not have a significant impact on hotel employees’ turnover intention. The findings provide valuable theoretical and practical implications …

Attributes Influencing Meeting Planners' Destination Selection: A Case Of Orlando, Florida, Adi Hayat, Kimberly Severt, Deborah Breiter, Khaldoon Nusair, Fevzi Okumus

Rosen Faculty Scholarship and Creative Works

The current study used Orlando, Florida as a case study, and investigated whether there are differences between the three meeting planner types (association, corporate, third party) in regard to destination selection attributes. The study further identified attributes that affect future bookings to Orlando. Data were collected from a nationwide survey of meeting planners with a usable sample of 2,388 completed phone surveys and 118 completed online questionnaires. One significant difference was found between the three meeting planner types. This research was performed in the midst of the recent recession and explored the impact the recession has had on planning meetings. …

Tourism In The Most Reclusive Country On Earth, Victoria Slade

Honors College Theses

Tourism In The Most Reclusive Country On Earth explores the tourism growth on the Korea Peninsula through qualitative data to analyze how tourism can be a vehicle in reuniting North and South Korea. Through an extensive literature review, the history of the Korean Peninsula was explored in order to grasp the understanding on why North and South Koreans are so similar yet differ in terms of what type of governance is present in the country. Current social issues in North and South Korea were also explored, along with the advancement of technology. These points were considered in order to show …

Adventure Tourism Management, Nikki Fabrizio

Honors College Theses

Adventure tourism management is one of the fastest growing sectors in the tourism market, and while much is known about the rapid expansion of this niche as well as the consumers of it, little is known about its management side. This study seeks to discover why managers enter this industry and what keeps them here, while also gathering demographic data. The data gathered from this study will help flesh out the little information there currently is about the managerial aspect of the industry. The results of this study can be used to better recruit and train future employees, a vital …

Spartan Race Visitor Study: 2014, Brian Battaglia, Megan Schultz

Institute for Tourism and Recreation Research Publications

The purpose of this study was to provide the organizers of the Spartan Race with an understanding of their attendees and the total money spent by those surveyed in the area. The population of interest was participants and attendees of the 2014 Spartan Race.

Montana Nonresident Traveler Expenditures And Economic Contribution: 2012, Kara Grau

Institute for Tourism and Recreation Research Publications

This report shows the economic contributions, expenditures, and average daily spending of nonresident visitors to Montana during 2012.

The Business Of Beds: An Exploration Of Hotel And Hostel Business Strategy, Robert B. Bunda

Honors Scholar Theses

At their cores, hotels and hostels are similar in that they provide a place for travelers to stay. Despite this core similarity, the structures of the two industries are radically different. The hotel industry began in the Middle Ages and has given rise to massive multinational companies, many managing more than four thousand hotels. In stark contrast, the hostel industry began in 1909 and is mostly comprised of independently owned and operated guesthouses, with the largest global chain comprising of less than twenty properties. This study first defines the hotel and hostel industries and examines the different experiences they offer …

Analysis Of Automobile Advertisements In American Magazines, Asnika Bajracharya, Lukwesa K. Morin, Kendall H. Radovich

Student Publications

The automobile is one of the most important products in American consumer culture. Throughout the history of the automobile industry in America, advertising has been an important strategy for marketing automobiles and their features to consumers on a mass scale. The purpose of this study was to evaluate how print (magazine) automobile advertisements have changed through time (1960-2013) and across different genres of magazines: general (National Geographic, New Yorker), male-oriented (Esquire), female-oriented (Cosmopolitan), and ethnic (Ebony). The trends that we examined included: numbers and proportions of car advertisements, relative numbers of domestic and foreign car advertisements, and the mix of …

All That Sprawl, Y’All: An Analysis Of Development On Steinwehr Avenue And York Street In Gettysburg, Pennsylvania, From 1971 To 2014, Elizabeth K. Emmons, Kalley S. Hansel, Daly Simpson

Student Publications

The advent of the automobile transformed the American landscape in the 20th century. In conjunction with the increasing importance of the automobile, numerous post-WW II government programs such as the Interstate Highway System encouraged suburban sprawl. Towns and cities adjacent to tourist attractions, known as gateway communities, face unique problems caused by sprawl. Gettysburg, Pennsylvania, is an example of a gateway community as it includes the Gettysburg National Military Park. Two study sites, portions of Steinwehr Avenue and York Street, were studied to analyze the effects of sprawl in Gettysburg. The sites were analyzed using ArcGIS, data compiled from historic …

Family-Friendly Las Vegas: An Analysis Of Time And Space, Diana Tracy Cohen

Occasional Papers

This paper explores the rise and fall of the “family-friendly” Las Vegas marketing era. Through analysis of casino advertisements, internal and external building infrastructure, and qualitative in-depth interviews with industry insiders, this work investigates the city’s reinvention of the early 1990s. Key factors that set the stage for the emergence of targeted family marketing are identified, addressing why this advertising approach ultimately did not sustain. Unique marketing case studies are identified throughout.

Montana Nonresident Traveler Expenditures And Economic Contribution: 2013, Kara Grau

Institute for Tourism and Recreation Research Publications

This report shows the economic contributions, expenditures, and average daily spending of nonresident visitors to Montana during 2013.

Golf Tourists At Two Courses In Las Vegas: A Demographic Profile, Brian Milford Jones

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study focuses on the motivations and practices of tourist golfers at two Las Vegas, Nevada area golf courses: Rhodes Ranch Golf Club and Tuscany Golf Club.

Data was collected from tourist golfers at these two results and they report the amounts of money spent on golf, the motivations to visit Las Vegas for golf the amounts of money normally spent to play golf at home. The study also provides evidence regarding other activities of these golf tourists while in Las Vegas, including where they stayed and courses played. This is an exploratory study. However, results show that further research …

Making The Magic: How Public Relations Is Handled At The Disney Parks, Elizabeth Demeo

Senior Honors Theses

The Walt Disney Company has always been an organization that has prided itself on its corporate image. One of their biggest successes has been their 11 theme parks across the globe. Ever since its creation in 1955, Disneyland has been known as "the happiest place on earth." However, many wonder how this reputation came to be and how it is being maintained today. To find this answer, one must look to the creative minds behind Disney's public relations. By examining the Disney parks and their public relations history, tactics, crisis management and current and future campaigns, companies can find out …

Brochure: Carling Hotel, Jacksonville Florida, Largest Modern Hotel

Tourism

A pamphlet describing the rates and amenities offered by the Carling Hotel that include 325 outside rooms with private bath, radio, fan, circulating ice water and bed reading light. The pamphlet also has road map of the Southeast and a street map of Jacksonville. The street map includes points of interest: Hemming Point, Post Office, City Hall, Public Library, Court House, Municipal Stadium, Fairfield Park, Ferry, St Johns River Bridge, Union Station, Union Bus Station, Colonial Bus Station, Springfield Park, Radio Station WJAX Tourist Club Room Electric Light Plant & Water Station, Express Terminals, Municipal Air Port, Aviation Radio Station, …

Brochure: Johnson Terrace

Tourism

A pamphlet describing the amenities offered by the Johnson Terrace at 33 East Monroe Street, Jacksonville, Florida one-half block east of U.S. 1 and 17. The amenities included steam heat, free parking, member hotel, AAA, Wayside Homes, and moderate rates. The hotel offered 25 rooms and 14 baths with large sunny homelike rooms -- high class guest accommodations in the financial and theatre district. Jacksonville’s Finest Guest Home. Owners –Managers: Mrs. C.W. Johnson and Mr. C. M. Johnson. The brochure includes a downtown Jacksonville street map with points of interest and a list of approximate mileage to principal cities from …

Brochure: Hotel Mason, Jacksonville, Florida

Tourism

A pamphlet describing the amenities offered by the Mason Hotel located on Bay and Julia Streets, Jacksonville, Florida. The amenities included being fireproof, bedchambers with private baths and a dining room with a view of the city and the St. Johns River. Manager: George Mason. Brochure printed by Arnold Printing Company. An additional copy is available in the Richard Mette Collection. PALMM

Are There Gender Differences In What Drives Customer Delight?, Edwin Torres, Xiaoxiao Fu, Xinran Lehto

Rosen Faculty Scholarship and Creative Works

Purpose– This paper aims to understand how male and female hotel guests become delighted customers. It aims to present the similarities and differences along with respective implications for theory and application.

Design/methodology/approach– During a period of three months, tourists were interviewed at an upscale Florida hotel. A total of 208 semi-structured interviews were conducted. The script for the interviews was based on an interview protocol used by Crotts et al. Adapted from a previous customer delight study (Torres and Kline), a codebook was developed to determine the salient themes that emerged during the interview process. Interviews were coded independently by …

Overcoming The “Dual-Delivery” Stigma: A Review Of Patient-Centeredness In The Costa Rica Medical Tourism Industry, Alicia Mason

Faculty Submissions

Due to the growing globalization of health care and an increase in access to technology many consumers are utilizing the World Wide Web for securing medical services abroad, a phenomenon commonly known as medical tourism. The current investigation employs an emic cultural approach for analyzing the Western concept of patient-centeredness within several public and private medical facilities within Costa Rica. Through a detailed field investigation and personal interviews with directors of Costa Rica’s largest accrediting institutions (AAAAF and ProMed), hospital organizations, and private health clinics an interpretative framework for evaluating patient-centeredness and quality of care is offered. Discussion, implications, and …

Would You Like Fries With That? Staying "Open For Business" In A Tourism-Based Post-Coal Economy, Walton C. Shepard

West Virginia Law Review

No abstract provided.

Loyalty Programs: An Examination Of The Best Practices In Selected Luxury Chain Hotels, Julie Poincenot

Recreation, Parks, and Tourism Administration

Loyalty programs enable companies to reward their return customers. In the hotel industry, a loyalty program is a useful and beneficial tool to improve their customer service and entice their guests to stay with them on return visits. The purpose of this study was to conduct a best practices study on loyalty programs in luxury hotel chains. The researcher used a best practices matrix to examine the loyalty programs of Fairmont Hotels and Resorts, Omni Hotels and Resorts, and Kimpton Hotels and Restaurants. The study found that companies should benchmark their programs by aligning their benefits with companies similar to …

Competitive Marketing Strategy: A Best Practices Examination Of Convention Hotels In San Francisco, Jennifer Hardy

Recreation, Parks, and Tourism Administration

The expansion of convention hotels in metropolitan areas has been steadily increasing in recent years. This expansion causes competition between hotels in the same market. The purpose of this study was to examine the best practices for competitive marketing strategies used by convention hotels in San Francisco. The hotels studied were: Westin St. Francis, Fairmont Hotel, Ritz-Carlton, and Four Seasons. These organizations were analyzed based on several questions developed by the researcher. Data were collected from organizational websites and social media pages. The results demonstrate that the companies use many similar marketing practices. In order to market themselves more competitively, …

Montana Nonresident Traveler Expenditure Profiles: Quarter 2, 2013, Kara Grau

Institute for Tourism and Recreation Research Publications

This report examines spending profiles of nonresident travelers to Montana. It displays the average daily expenditures by purpose of trip for different spending categories during the second quarter of 2013.

Montana Nonresident Visitation Trends: 2003-2013, Kara Grau

Institute for Tourism and Recreation Research Publications

This report displays the total number of individual nonresidents visiting Montana from 2003-2013. It also shows the total number of groups visiting Montana during the same time period.

Montana Nonresident Traveler Expenditure Trends: 2003-2013, Kara Grau

Institute for Tourism and Recreation Research Publications

This report shows the nonresident traveler expenditure trends for visitors of Montana from 2003-2013. It also displays the total actual expenditures and the total inflation-adjusted expenditures.

Montana Nonresident Traveler Expenditure Profiles: 2013, Kara Grau

Institute for Tourism and Recreation Research Publications

This report examines spending profiles of nonresident travelers to Montana. It displays the average daily expenditures by purpose of trip for different spending categories during 2013.

Expenditure Comparison Of Overseas, Canadian, And Domestic Nonresident Travelers To Montana:2013, Kara Grau

Institute for Tourism and Recreation Research Publications

This report gives a comparison of overseas, Canadian and domestic visitation and spending during 2013. It includes total expenditures and average daily spending in different spending categories.

Montana Nonresident Traveler Expenditure Profiles: Quarter 4, 2013, Kara Grau

Institute for Tourism and Recreation Research Publications

This report examines spending profiles of nonresident travelers to Montana. It displays the average daily expenditures by purpose of trip for different spending categories during the fourth quarter of 2013.

Montana Nonresident Traveler Expenditure Profiles: Quarter 3, 2013, Kara Grau

Institute for Tourism and Recreation Research Publications

This report examines spending profiles of nonresident travelers to Montana. It displays the average daily expenditures by purpose of trip for different spending categories during the third quarter of 2013.

Montana Nonresident Traveler Expenditure Profiles: Quarter 1, 2013, Kara Grau

Institute for Tourism and Recreation Research Publications

This report examines spending profiles of nonresident travelers to Montana. It displays the average daily expenditures by purpose of trip for different spending categories during the first quarter of 2013.