Business Commons^™

Alleviating Labor Crunch In Singapore's Hospitality Industry, Chuah Peini

UNLV Theses, Dissertations, Professional Papers, and Capstones

The acute shortage of manpower in hospitality workforce has been a persistent problem in Singapore throughout these years which adversely affects both the managerial and lower-skilled occupational groups of employees. The pandemic has further accelerated human resource issues across the country in 2020. It particularly hits the hospitality industry hard since hotel businesses are highly human-centric and the unprecedented world event has adversely resulted in severe manpower leakages and a dilution of talent pool. This paper will analyze the reasons, severity and impact of the manpower shortage within the hospitality industry in Singapore, focusing on service quality. Lastly, the author …

The Effect Of The Minimum Server Wage On Restaurant Guest Tipping Behavior And Perceptions, Jason Tang

UNLV Theses, Dissertations, Professional Papers, and Capstones

Restaurant server income is predominantly composed of tips received from guests and the minimum server wage received from restaurants. Grounded in equity theory, this dissertation investigated the effect of the minimum server wage, in combination with established antecedents of voluntary tipping, on tipping rate and examined guest perceptions of fairness of the minimum server wage and three prevalent tipping policies (voluntary tipping, automatic service charge, and service inclusive pricing). Two experiments were conducted, a 2 (minimum server wage) x 2 (service quality) experimental design, and a 2 (minimum server wage) x 3 (tipping policy) experimental design. The results revealed that …

Measuring Factors Influencing Thiqa Patient Loyalty To Outpatient Medical Services: An Empirical Study In The Emirate Of Abu Dhabi, Ibrahim Ahmed Sultan Ahmed Al Kuwaiti

Dissertations

The need to establish factors that influence the occurrence of a reduced rate of patient satisfaction and loyalty has attracted the attention of many healthcare and marketing scholars in recent years. Most of the hospitals managed by Abu Dhabi Health Services Company (SEHA) in Abu Dhabi have registered a decrease in the number of patients holding Thiqa insurance cards seeking outpatient care services, despite the fact that the Thiqa insurance plan is considered the preeminent insurance plan in the Emirate of Abu Dhabi for nationals of the United Arab Emirates. Therefore, this study is dedicated to evaluating issues that have …

Exploring The Effects Of Mindfulness In Marketing: Mindfulness, Ethics, Emotional Labor And Service Quality, Emma (Junhong) Wang

2019

Mindfulness, i.e., nonjudgmental, present-centered awareness and attention, finds its roots in ancient spiritual traditions, and is most systematically articulated and emphasized in Buddhism. Although arguably relevant to a variety of practices, mindfulness research is sparse in marketing literature. In particular, there is a shortage of empirical research on the application of mindfulness in marketing (Ndubisi, 2014). This dissertation follows a three-paper model to begin to address this shortage in marketing literature. Paper one uses the Service-Dominant Logic of Marketing and Moral Development Model as theoretical lens to discuss how mindfulness could be a viable approach to fostering ethical marketing behaviors. …

Effectiveness Of Social Media Analytics On Detecting Service Quality Metrics In The U.S. Airline Industry, Xin Tian

Information Technology & Decision Sciences Theses & Dissertations

During the past few decades, social media has provided a number of online tools that allow people to discuss anything freely, with an increase in mobile connectivity. More and more consumers are sharing their opinions online with others. Electronic Word of Mouth (eWOM) is the virtual communication in use; it plays an important role in customers’ buying decisions. Customers can choose to complain or to compliment services or products on their social media platforms, rather than to complete the survey offered by the providers of those services. Compared with the traditional survey, or with the air travel customer report published …

Connection Or Competence: Emotional Labor Versus Service Quality As Antecedents To Customer Loyalty, Andrew Moreo

UNLV Theses, Dissertations, Professional Papers, and Capstones

Service delivery has become increasingly important in service heavy industries and particularly within restaurants. Within this segment, the employee’s ability to display the appropriate emotions is of great concern. The axiom “service with a smile”, has been a mainstay for many years. However, a frown has the opposite effect. The question has been raised, how do frontline employees manage their emotions so as to provide the service with the appropriate emotion and the feeling of a genuine connection? This form of labor has been coined, emotional labor, and has a research stream dedicated to its understanding.

This dissertation utilized a …

A Quantitative Examination Of The Relationship Between Cultural Competence And Patient Satisfaction Scores, Kelley Ann Lovati

Walden Dissertations and Doctoral Studies

As the U.S. population continues to diversify, hospitals need to understand and care for patients of diverse backgrounds and provide quality service for positive patient satisfaction scores. The purpose of this nonexperimental quantitative retrospective survey design was to determine what relationship exists between cultural competence initiatives (CCI) and patient satisfaction scores as reported by the Hospital Consumer Assessment of Health Care Providers and Systems (HCAHPS) survey in U.S. hospitals. The theoretical framework for this study was based upon CCI and patient satisfaction through the lens of service quality. The research questions were created to understand the relationship between CCI and …

The Influence Of Tier Level Of Hotel Loyalty Programs On Guest Perceptions And Tolerance For Service Quality, Eunjin Choi

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study examined the impact of hotel loyalty program membership and tier levels on guest perceptions and tolerance for service quality in major U. S. hotel chains. A sample of 315 hotel loyalty program members and non-members were surveyed via an online self-administered survey sent by Qualtrics. The survey used a three-column format asking the adequate level of expectations, desired level of expectations, and perceptions to test survey respondents’ zone of tolerance and perceived service quality using SERVQUAL dimensions. Guest satisfaction was measured by American Customer Satisfaction Index (ACSI). A nine-point Likert scale was applied for the measurement of service …

The Role Of Motives And Decision Rules In Restaurant Tipping, Jacob Lee Hiler

LSU Doctoral Dissertations

The goal of this research is to address critical deficiencies in our understanding on how bill size, service quality, motives, and decision rules affect tipping behavior. This research uses social norm and equity theories to define the role of motives and decision rules used in determining tipping behavior. Additionally, it provides further evidence of other operant motives and decision rules through qualitative analysis. A conceptual framework and operational model are developed and empirically tested.

Antecedents And Consequences Of Customer Experience In Beverage Establishments, Milos Bujisic

Electronic Theses and Dissertations

It is estimated that there are approximately 42,000 beverage establishments in the U.S. whose annual revenue surpasses $20 billion (First Research, 2014). To facilitate discussion of beverage establishments, it is essential to recognize beverage establishments as businesses whose majority of sales come from alcoholic drinks (Moss, 2010a). In this research, beverage establishments are divided into beverage-only bars, bar/entertainment combinations, and food and beverage combinations. Even though they are a well-established industry, beverage establishments have received little academic attention (Moss, 2010b). For example, previous studies have given little attention to the development of the model that examines the relationships between quality …

Judging Credence Service Based On Experience Service Evaluation: Moderating Effect Of Ease Of Assessing And Extrinsic Cues, Kungpo Tao

Marketing Theses & Dissertations

The impact of service failure on customers' perception of service quality is of vital importance to service providers. Prior research reveals little about how services that are purchased jointly by consumers are evaluated. My dissertation investigates the effect of failure of an experience service on the evaluation of a credence service that is purchased at the same time. In experimental study 1 carried out in the context of automobile services, it is found that the effect of service failure on trust is mediated by evaluation of service quality, and moderated by the ease of assessing service. In study 2 carried …

The Role Of Emotional Relational Behaviors On Interpersonal Consumer Service Loyalty, Bernadette P. Njoku

ETD Archive

This study seeks to examine factors that enhance the development of interpersonal service relationships between consumers and service employees. It focuses on interpersonal service relationships that are extended in duration, affective or emotionally charged, and intimate in distance (EAI), or those which appear to be boundary open (Price and Arnould 1999 Price et al. 1995a, 1995b). It thus emphasizes relationships that are similar to personal acquaintances and friendships, rather than ones that are non-affective, and consist of little or no emotional content, such as professional relationships and casual acquaintances (Johnson and Selnes 2004 Coulter and Ligas 2004). Based on a …

The Application Development Outsourcing Contract Decision: The Effect Of Service Quality, Relationship Quality, Satisfaction, And Switching Costs On Continuation And Discontinuation Decisions, G. Dwayne Whitten

Doctoral Dissertations

Although the popularity of IT outsourcing has grown over the last two decades, approximately one third of outsourcing contracts are discontinued. This discontinuation of contracts has resulted in renegotiations with the original outsourcing vendor, switching to another vendor, and backsourcing, or the return of previously outsourced functions in-house.

IT outsourcing is expected to grow to a $160 billion industry in the United States alone by 2005. Given the conclusion by some researchers that so many outsourcing arrangements end in vendor switches or backsourcing, it is apparent that a large amount of money is being needlessly wasted. By better understanding the …