Business Commons^™

Servant Leadership And Related Issues In Chinese Hotel Industry, Yiqing Wang

UNLV Theses, Dissertations, Professional Papers, and Capstones

Because of the economy growth and the Open Door Policy, Chinese hotel industry was under a huge expansion. Since more and more western customers are visiting and Chinese customers are having more hotel experience abroad, the service Chinese hotels used to provide dose not meet the standard anymore. So the managers and leaders need to find an appropriate approach to encourage their employees to improve the service to their customers. This research went through over 40 articles about Chinese hotel industry and Chinese culture and found out that servant leadership style should be the best approach to engage the employees.

Understanding Employee Work Attitudes: An Integration Of Psychological Contract Theory And Organizational Support Theory, Wen Chang

UNLV Theses, Dissertations, Professional Papers, and Capstones

Employee motivation and retention are critical concerns for the hospitality industry. The purpose of this study was to understand employees’ work attitudes and emotional affect through a social exchange perspective by integrating employee psychological contract theory and organizational support theory. Affective event theory provided the theoretical foundation for this study. Data was analyzed using exploratory factor analysis and path analysis. The results showed that employees’ psychological contract fulfillment was a strong predictor of their perceived organizational support. In addition, psychological contract fulfillment and perceived organizational support together explained employee affect at work as well as other work attitudes. Affect at …

Transformational Leadership Increases Self-Determination And Positively Impacts Hospitality Frontline Employees, Xiao Zhang

UNLV Theses, Dissertations, Professional Papers, and Capstones

This professional paper presents literature by exploring the role of self-determination theory between the relationship of transformational leadership and hospitality employees’ well-being. It integrates the present research on leadership style, needs theory and well-being and provides useful and meaningful information for executives and organizations who are dedicated to improve employees’ well-being.

Six Feet From Fame: Exploring Dark Tourism Motivation At Marilyn Monroe's Grave, Surjeet Baidwan

UNLV Theses, Dissertations, Professional Papers, and Capstones

This dissertation presents an empirical phenomenological study of celebrity grave tourists at the site of Marilyn Monroe's grave in Los Angeles, CA. The purpose of this study was to fill a gap in the literature regarding the lived experience of celebrity grave tourists and their underlying motivations. This project was significant because it better explained an under-represented aspect of dark tourism by addressing the behaviors and motivations behind celebrity grave tourism. A qualitative empirical phenomenological method was employed. This approach relied upon the use of multiple in depth e-mail interviews and theme analysis. The results of the study suggested that …

The Financial, Social, And Environmental Impacts Of Sustainable Practices On The Las Vegas Hospitality Market, John Brady

UNLV Theses, Dissertations, Professional Papers, and Capstones

Sustainability is important to Las Vegas hospitality organizations because they operate in an environment with constrained resources. Water supply is one such constrained resource and Lake Mead is and has been far below its normal level. This lake provides the potable water supply for Southern Nevada. Southern Nevada, which is anchored by Las Vegas, worked to reduce their water consumption by 32 billion gallons between 2002 & 2014 (Southern Nevada Water Authority, 2015). This pattern tells me that Las Vegas is aware of the footprint they leave on the environment and look for ways to reduce said footprint. This is …

Predicting Cross-Gaming Propensity Using E-Chaid Analysis, Eunju Suh, Matt Alhaery

UNLV Gaming Research & Review Journal

Cross-selling different types of games could provide an opportunity for casino operators to generate additional time and money spent on gaming from existing patrons. One way to identify the patrons who are likely to cross-play is mining individual players’ gaming data using predictive analytics. Hence, this study aims to predict casino patrons’ propensity to play both slots and table games, also known as cross-gaming, by applying a data-mining algorithm to patrons’ gaming data. The Exhaustive Chi-squared Automatic Interaction Detector (E-CHAID) method was employed to predict cross-gaming propensity. The E-CHAID models based on the gaming-related behavioral data produced actionable model accuracy …

Considerations For Implementing A Hotel Revenue Management System, Akram Mahesh

UNLV Theses, Dissertations, Professional Papers, and Capstones

To fully understand and implement a revenue management system, hotel managers will need to research all aspects of a system, its requirements, and the hotel’s requirements to ensure that they are implementing a system that will work best for their property. This kind of research requires finding information in literature that is scattered in many locations. An owner or manager of a small to midsize hotel would need to invest a lot of time and energy into this process. Unlike giant companies like Marriott or Hilton, small to midsize independent hotels do not have the manpower to research and implement …

A Study On Employee Engagement Program In Full Service Hotel, You Han

UNLV Theses, Dissertations, Professional Papers, and Capstones

No abstract provided.

Exploring The Relationship Between Revenue Management And Hotel Loyalty Programs, Melissa Elizabeth Buckley

UNLV Theses, Dissertations, Professional Papers, and Capstones

Loyalty programs are a staple of the hospitality industry. As time progressed, there has been a shift among the structure of loyalty programs to not only reward the large spend of casino players, but also to compensate other frequent travelers of the hotel. As hotels continue to offer increasing benefits and compensation while reevaluating the tier structure of loyalty programs, research was necessary to discover if these loyalty programs are extracting the maximum revenue per guest and creating overall revenue for the hotel.

The purpose of the study was to uncover the relationship between revenue management and hotel loyalty programs. …

The Role Of The Integration-Responsiveness Framework In An International Branch Campus: A Case Study, Tammy Joy Silver

UNLV Theses, Dissertations, Professional Papers, and Capstones

Similar to multinational corporations, international branch campuses have the challenge of maintaining legitimacy in different cultural and regulatory environments across national borders. It is common for organizations to modify business practices when expanding operations abroad to respond to local demands and preferences based upon cultural expectations and regulatory requirements.

National culture is comprised of the underlying values, beliefs, and attitudes of a society that drives behavior and expectations (Hofstede, 1980). Differences in national culture determine the amount of local adaptation necessary to conduct business in a foreign country (Kostova & Roth, 2002). International branch campuses must also maintain quality assurance …

Impact Of Menu Designs And Personal Dietary Behaviors On Young Millennials' Restaurant Menu Choices, Yuan Tian

UNLV Theses, Dissertations, Professional Papers, and Capstones

The global prevalence of obesity has more than doubled since 1980. In response to this health crisis, the U.S. Food and Drug Administration finalized the Menu Calorie Labeling Rule in 2014. It requires that food service chains post Calorie information next to all food items on menus. Young Millennials aged 18-24 reportedly have poor dietary habits, which contributes to obesity rates. This on-line study surveyed 505 young Millennials to evaluate the relationship between young Millennials’ Calorie choices on restaurant menus and various factors, including menu design, personal dietary behaviors, and demographic characteristics. The survey data was analyzed using logistic regression. …

Customer Delight: How Do We Achieve It? Customer Service And Exceeding Expectations, Katherine Landahl

UNLV Theses, Dissertations, Professional Papers, and Capstones

Customer loyalty is one of the greatest marketing goals of any organization. Traditionally, the key to loyalty has been satisfaction. More recently, consumer delight has been linked as having a stronger connection to loyalty. This paper explores through a literature review, the connections between customer service, loyalty, satisfaction, and delight through the lens of the experience economy. Then, recommendations are provided for academics and hospitality professionals alike on how to delight customers through future research and front-line employee policies and procedures.

Evaluating E-Relationship Marketing Features On Hotel Mobile Apps, Xiaolin Lu

UNLV Theses, Dissertations, Professional Papers, and Capstones

The advent of technology has changed the course of marketing in both the academic and the business field. Given the increasing number of mobile transactions, hotel companies have launched mobile applications (apps) as an alternative e-relationship marketing (e-RM) channel. This study modified a progressive five-level e-relationship building model. The model was employed to evaluate e-RM features of the top 10 hotel companies’ mobile apps. The results indicated that these hotel companies maintained e-RM feature sophistication at the lower levels (Basic and Reactive), but relatively speaking, they did not utilize e-RM features extensively at the higher levels (Accountable, Proactive and Partnership). …