Business Administration, Management, and Operations Commons^™

Service Robots With Low Anthropomorphism In Restaurants: Consumer Reactions And Implications, Ferhat Eren, Volkan Genc

Journal of Global Hospitality and Tourism

This study investigates consumer responses to low-anthropomorphic service robots in restaurant front of-house roles using the AIDUA (Artificially Intelligent Device Use Acceptance). Data from 1,268  participants were analysed using PLS-SEM. The results revealed that social impact and  anthropomorphism significantly influenced both performance and effort expectancy, while hedonic  motivation influenced only performance expectancy. Performance expectancy strongly influenced  emotions, which in turn significantly influenced both the willingness to use service robots and objections  to their use. However, effort expectancy did not significantly influence emotions. The findings validate the  AIDUA model in this context and offer practical insights for robot design and implementation.

The Competence Architecture Of Nonprofit Organizations: A Conceptual Model Linking Leadership, Governance, And Human-Capital Systems To Institutional Credibility, Franklin Livingston

Journal of Global Business Insights

Nonprofit organizations are judged through the competence of visible leaders, yet organizational competence is not reducible to the capabilities of any single executive. Reviews of nonprofit capacity report inconsistent associations between organizational capacity and performance. This conceptual article proposes a theoretical explanation for that inconsistency, one that remains compatible with methodological explanations. It develops a model of nonprofit competence architecture in which competence is an output that organizational systems continuously produce, correct, retain, and make visible, not a stock organizations possess. A theory-synthesis design specifies four mechanisms: Leadership-formation systems generate managerial capability; governance systems detect and partially compensate for capability …

Technological Appropriation As A Strategic Policy In Smes: Building Anticipatory Capabilities For Digital Transformation, Hernán Cornejo

Journal of Global Business Insights

Abstract: Technological appropriation has become a critical strategic issue for small and medium-sized enterprises (SMEs) undergoing digital transformation. While many SMEs adopt digital tools to address immediate operational needs, fewer succeed in embedding them into organizational routines, strategic decision-making, and long-term adaptation. This study examines technological appropriation as a key mechanism through which SMEs convert digital adoption into strategic organizational capability. Drawing on the literature on technological appropriation, dynamic capabilities, and strategic foresight, the paper proposes and empirically tests an integrated model. A mixed-methods design was employed, combining a survey of 198 SMEs from Argentina, Chile, and Colombia with 15 …

Impostor Syndrome In The Ranks: Understanding Self-Doubt To Improve Leader Performance, Joel Kotanko

USF Tampa Graduate Theses and Dissertations

Impostor syndrome (IS) — the persistent pattern of self-doubt in which capable individuals fear being exposed as frauds despite objective evidence of competence — has been studied extensively in academic, healthcare, and corporate populations, where it is generally treated as detrimental to professional performance. Little empirical work has examined IS in U.S. military officers, a population operating under structural conditions the literature identifies as primary amplifiers of fraudulence perceptions: high-stakes permanent evaluations, up-or-out promotion systems, cultural pressure against outward expressions of doubt, and recurring role transitions under compressed timelines. This dissertation provides the first quantitative investigation of the relationship between …

Strategic Dimensions Of Artificial Intelligence: Development Globalization, Investment Dynamics, And Firm Performance, Alysson Silveira

USF Tampa Graduate Theses and Dissertations

Artificial Intelligence (AI) is quickly changing the competitive landscape of most industries, and understanding how to incorporate this technology into products, services, and processes is becoming crucial for firms. This dissertation presents three studies that address different strategic challenges that arose with the unfolding of AI. First, I study how multinational enterprises globalize the development of AI. I argue that concentrating AI development or globalizing it has different implications for supply chain responsiveness and operations complexity. I use a combination of a rare dataset on software presence across 45 countries and financial data to show that AI development globalization has …

Challenging The Deliberative Consensus: Participatory Strategies, Transparency And Citizen Trust Across Municipal Contexts, Fadel Al-Marsoumi

USF Tampa Graduate Theses and Dissertations

This dissertation examines the relationships between participatory governance strategies and multidimensional citizen trust in municipal contexts. Although local governments have implemented deliberative forums, digital platforms and hybrid participation approaches to restore declining public confidence, inconsistencies between theoretical predictions and empirical outcomes have raised questions about participatory governance effectiveness. Motivated by this gap between deliberative democracy theory's optimistic predictions and limited empirical support, the study investigates the psychological, political and contextual mechanisms that shape trust formation through civic engagement. Drawing on an integrated framework combining organizational trust theory and deliberative democracy frameworks, the research conceptualizes trust as a multidimensional construct involving …

Human-Ai Collaboration In Marketing Brainstorming: A Meta-Analytic Investigation Of Implementation Approaches And Creative Outcomes, Michael Michaels

USF Tampa Graduate Theses and Dissertations

Marketing organizations face intensifying pressure to sustain creative output while managing constrained resources and accelerating digital content cycles. The integration of artificial intelligence into marketing brainstorming processes presents a promising response to this challenge; however, prior to this investigation, no comprehensive quantitative synthesis had established the overall effectiveness of human-AI collaboration in marketing creativity contexts or identified optimal implementation strategies.

This dissertation presents a systematic meta-analytic investigation of AI-enhanced brainstorming effectiveness in marketing contexts. Following PRISMA guidelines, 42 independent empirical studies (N = 2,166 participants) published between 2018 and 2025 were identified across four primary academic databases, coded for implementation …

Examining Factors Associated With Higher Percentages Of Women In Executive Leadership Positions In College Sport, Kelly Jean Brock

USF Tampa Graduate Theses and Dissertations

The underrepresentation of women in executive leadership roles within intercollegiate athletics remains a persistent issue despite decades of progress in gender equity following the passage of Title IX. The purpose of this study was to examine the institutional and organizational factors associated with higher percentages of women in executive leadership positions within NCAA Division I Football Bowl Subdivision (FBS) athletic departments. Specifically, this research investigated whether institutional characteristics, such as athletic department budget size, the gender of the athletic director, the gender of the university president or chancellor, and institutional commitments to diversity, equity, and inclusion were associated with the …

Financial Leverage And Firm Performance: An Empirical Review And Analysis, Iqbal Md. M Islam

Journal of Global Business Insights

This paper examines the dual impact of financial leverage on corporate performance by analyzing empirical data across developed and developing nations, industries, and different periods. Leverage can enhance profitability through tax benefits and improved efficiency, but it also maximizes financial risk, making its effects highly context dependent. Theoretical frameworks such as the Trade-off Theory, Modigliani-Miller Theorem, Agency Theory, and Pecking Order Theory offer diverse perspectives on how debt influences firm outcomes. Empirical findings reveal mixed results; moderate leverage may lower capital costs and boost performance, whereas unnecessary debt can lead to financial distress. Disparities emerge between developed and developing economies. …

Does Abusive Supervision Undermine Creativity? A Buffering Role Of Absorptive Capacity, Sayma H. Shetu, Md. Sanaul Islam, Abdul G. Khan, Md. Shahed Mahmud

Journal of Global Business Insights

This study investigates the underlying processes of this relationship by examining knowledge hiding as a mediator and absorptive capacity as a moderator, within the context of the Conservation of Resources (COR) theory. 385 garment sector employees in Bangladesh were surveyed using a three-wave questionnaire, and the results were analyzed using partial least squares structural equation modeling. The study's findings demonstrate that abusive supervision negatively impacts employee creativity, in part by increasing knowledge hiding. Furthermore, higher absorptive capacity mitigates these adverse effects, reducing knowledge-hiding tendencies and enhancing creative performance. Theoretically, this study advances COR theory by identifying knowledge hiding as a …

Bridging The Intention-Implementation Divide In Generative Ai Adoption: An Integrated Model Of Psychological, Behavioral And Social Drivers, Mohamed Walid Mohamed Lotfy Abdallah

USF Tampa Graduate Theses and Dissertations

This dissertation examines the gap between professionals’ intentions to use Generative Artificial Intelligence (AI) and their actual adoption behavior in workplace settings. Although Generative AI offers substantial potential to improve efficiency and performance, concerns about control, misuse and organizational risk have led to inconsistencies between intended and enacted use. Motivated by this misalignment, the study investigates the psychological, behavioral and social mechanisms that shape the intention-implementation divide. Drawing on an integrated framework combining the Theory of Planned Behavior and the Technology Acceptance Model, alongside personality traits, the research conceptualizes adoption as a phase-specific process involving evaluative, motivational and volitional components. …

Adaptive Multi-Agent Intelligence: A Dynamic Data Management System For Enhanced Data Quality And Reconciliation, Anthony Taeyang Vigil

USF Tampa Graduate Theses and Dissertations

Organizations struggle with data quality problems that cost them millions of dollars annually. Manual data cleanup and standardizing, also known as reconciliation, can take skilled analysts days to complete and can still contain human errors. This dissertation addresses this challenge by developing and validating the Origin Data Management System, which automates processes that traditionally require days of manual work. The system achieved up to 100% accuracy in standardizing vendor names and identifying CEO information across real-world test datasets from Jefferson County Public Schools, Forbes, and Fortune Magazines. Processing time dropped from days to minutes—a 96-fold improvement over manual methods. These …

When Shame Leads To Silence: Leadership Style Moderates Shame, Silence, And Job Satisfaction, Andrew M. Lyman

USF Tampa Graduate Theses and Dissertations

ABSTRACT Shame is a fundamental self-conscious emotion that shapes behavior and communication in the workplace. This study examined how shame interacts with leadership styles to influence employee silence and job satisfaction. Survey data were collected from 1,500 professionals across diverse industries, and statistical analyses were conducted to test nine hypotheses. Three hypotheses were assessed through direct linear regression while six moderation hypotheses were evaluated using moderated multiple linear regression models to capture leadership style as a contextual influence.

Findings indicated that shame significantly predicted higher levels of silence and lower levels of job satisfaction. Silence was also negatively associated with …

Role Conflict And Burnout: How Can Employed Graduate Students Thrive, Not Just Survive?, Eric M. Douthirt

USF Tampa Graduate Theses and Dissertations

This dissertation investigates several of the multifaceted challenges faced by employed graduate students, a growing demographic within U.S. higher education. Against a backdrop of intensifying technological change, evolving labor market dynamics, and increased educational attainment, these individuals encounter pronounced school-work-family conflict (SWFC), resulting in a heightened risk for personal burnout (PB).

Building upon the job demands-resources theory, this research explores whether school-work facilitation (SWF) and student emotional engagement (EE) might attenuate the deleterious relationship between school-work-family conflict (SWFC) and personal burnout (PB), with gender and number of children included as controls.

Data from 489 participants, collected via a single cross-sectional …

Exploring Employee Profiles’ Adaptation To A Return-To-Office Policy: An Eadr Study In Higher Education Administrative Departments, Laura Cecilia Ferraz

USF Tampa Graduate Theses and Dissertations

Flexible work arrangements (FWAs) became a central feature of the post-pandemic workplace, offering autonomy and balance. In higher education administrative departments, hybrid models were widely adopted; however, managers struggled with accountability, equity, and effective communication. At the University of South Florida (USF), a mid-study return-to-office mandate required all employees to resume full-time on-site work, creating an opportunity to examine how employees adapted to the loss of flexibility and whether previously developed employee profiles remained relevant.

This qualitative study employed the Elaborated Action Design Research (eADR) methodology to investigate the experiences of employees and managers across three diagnostic phases. Cycle 1, …

Drowning In Data, Starved For Insight: How Leadership Decision-Making Shapes Prescriptive Analytics Adoption In Traditional Retailers, Erica Mangino Giuliani

USF Tampa Graduate Theses and Dissertations

Traditional retail organizations are increasingly investing in data collection and analytics, yet they often remain at the descriptive and diagnostic levels, lacking the prescriptive capabilities necessary for actionable recommendations. This research examines the influence of leadership on the adoption of prescriptive analytics within U.S.-based brick-and-mortar retail establishments. Utilizing surveys from 329 respondents, including management personnel, departmental leaders, and analytics professionals, and conducting qualitative analyses of open-ended responses, key leadership factors such as Decision Maturity & Support, Resistance, Data-Driven Commitment, and Analytics Proficiency were identified. Structural Equation Modeling (SEM) results revealed that leadership behaviors significantly forecast analytics maturity, with executive analytics …

Building From Within: Hr And Leadership As Strategic Resources In Micro And Small Business Growth Across Generations And Partnerships, Angelia Mathews Payne

USF Tampa Graduate Theses and Dissertations

Micro and small businesses (MSBs) with 1-19 employees represent 99.9% of all U.S. private sector businesses and contribute nearly $4 trillion to the Gross Domestic Product (GDP), yet academic research on their internal growth strategies remains limited. This study examines how human resources (HR) and leadership function as strategic resources for growth across successive generations and partnerships in MSBs, addressing a critical gap in understanding how these internal capabilities create competitive advantages in resource-constrained environments.

Grounded in Resource-Based View (RBV) theory, this research investigated how HR and leadership capabilities meet the criteria for strategic resources—being valuable, rare, inimitable, and non-substitutable …

Barriers To Machine Learning Adoption In Regulated Electric Utilities, Donald R. Shiflet Jr.

USF Tampa Graduate Theses and Dissertations

Machine learning (ML) technologies have the potential to revolutionize regulated electric utilities by improving operational efficiency, enabling predictive maintenance, and optimizing energy management. Despite these advantages, the adoption of ML in this sector lags other industries due to technical, organizational, and regulatory barriers. This research, grounded in the Technology-Organization-Environment (TOE) framework, explores these barriers to uncover actionable solutions for integration. The study identifies key challenges, including explainability, cybersecurity, workforce resistance, and regulatory ambiguity to ML adoption in electric utilities. Utilizing an exploratory qualitative methodology, this approach integrates insights from the literature and industry interviews to rank barriers by frequency, severity, …

"What's A Computer?" Exploring Insurance Agents' Role In Small Business Cyber Insurance Transactions, Dalton A. Crabtree

USF Tampa Graduate Theses and Dissertations

This mixed-methods study examined how insurance agents' role identity impacts cyber insurance transactions, addressing gaps in professional practice and academic literature. Small businesses increasingly rely on cyber insurance for protection as cyber risk continues to evolve. The study employed sequential explanatory methodology with 25 interviews across three groups: insurance agents (n=15), corporate cyber insurance professionals (n=5), and small business owners (n=5). Thematic analysis using Katz and Khan's Role Episode Model informed development of the Cyber Insurance Role Identity Scale (CIRIS), tested with 100 agents. Six themes emerged. Key findings reveal that successful cyber insurance transactions require agents to transition from …

The Role Of Emotional Stability And Social Confidence In Leading With Vulnerability Moderated By Perceived Trust In The Leader, Perceived Trust In The Team, And Psychological Safety, Adam N. Smith

USF Tampa Graduate Theses and Dissertations

AKTiVe leadership is a foundational cultural model that has been adopted at Florida Health Science Center (Tampa General Hospital). The premise of the model is that treating each other with Authenticity, Kindness, Transparency, and Vulnerability (AKTiVe Model) will lead to cultural change that enhances trust, engagement, and psychological safety, which will in turn drive performance improvement for the organization. It takes years to change the culture of an organization, which highlights the need to focus on sustainability and resilience in the culture. This research aims to understand the personality traits that predict leading with vulnerability.

I focused on vulnerability because …

Applying The Synergy Of Experience Accounting And Service Dominant Logic To Rank Customer Experiences In The Mainstream Cruising, Ganna Demydyuk, Mats Carlbäck

Journal of Global Hospitality and Tourism

This study analyzes how service-related experiences influence customer satisfaction and perceived value for money in the cruise industry. By integrating Service-Dominant Logic (S-D-L) and Experience Accounting (EA), it aims to support the development of customer-centric performance systems for managerial decision making in the all-inclusive hospitality sector. This is the first empirical study to merge data from three perspectives in service-for-service exchanges: customer review ratings from online platforms, ship-level operational characteristics, and financial metrics from corporate reports. This integrated approach allows for a holistic evaluation of the service ecosystem and cocreation of value onboard cruise ships. A quantitative analysis was conducted …

The Effects Of Covid-19 On Mice Tourism, Gülay Cakmak, Gurel Cetin, Cemil Kilic, Erol Sozen

Journal of Global Hospitality and Tourism

The sector of Meetings, Incentives, Conferences, and Exhibitions (MICE) tourism play an integral role in the tourism industry not only because of its volume but also per capita spending. MICE tourism is predominantly characterized by its international reach and the significant number of participants it attracts. However, Covid-19 pandemic precipitated a marked, leading to far-reaching ramifications and transformations. This study is focused on evaluating the impact of the Covid-19 pandemic on the MICE tourism sector. It aims to explore both the anticipated and the actual shifts within the industry amidst the pandemic. Adopting a qualitative research methodology, this investigation utilized …

Bridging The Digital Skills Gap: A Comparative Study Of Employability Readiness Among Tourism Students And Professionals In Malaysia, Asif Khurshid Mian, Fraz Arshed Butt, Omar Sajid

Journal of Global Hospitality and Tourism

The increasing digitalisation of the tourism industry has introduced new expectations for workforce competencies, particularly in developing economies like Malaysia. The present study investigates how three core digital competencies, i.e. digital literacy, platform/tool awareness, and technology readiness, influence employability readiness among two key groups including final-year tourism students and in-service professionals. Drawing on Human Capital Theory and the Technology Readiness Index, the research applies Partial Least Squares Structural Equation Modelling (PLS-SEM) to examine 350 responses collected through purposive sampling. Results confirm that all three competencies positively influence employability readiness, with platform/tool awareness exerting the strongest effect. Multi-group analysis reveals that …

The Double-Edged Role Of Cognitive Reappraisal: A Moderated Mediation Model Of Manager Support And Emotional Exhaustion Among Hotel Supervisors, Han Chen, Yvette Green

Journal of Global Hospitality and Tourism

Applying the Conservation of Resources Theory and the Affective Event Theory, this study explores the interplay between perceived manager support (PMS), negative emotions, and emotional exhaustion among hotel supervisors. The study also examines the moderating role of cognitive reappraisal strategy on the above relationships. Data were collected from a sample of U.S. hotel supervisors. Results showed that negative emotions play a mediating role in the relationship between PMS and supervisors’ emotional exhaustion. Cognitive reappraisal amplified the negative effect of PMS on negative emotions, the positive relationship between negative emotions and emotional exhaustion, and the indirect effect of PMS on emotional …

Customer Food Intake: An Empirical Analysis Of Gender, Restaurant Use And Attitude Toward Fast Food Among Adolescents And Young Adults, In Nairobi, Kenya, Gerishom G. Madivoli, Rosemarie Ayuma Khayiya, Beatrice Kamau

Journal of Global Hospitality and Tourism

Fast food is the fastest- growing food category worldwide, providing young people and adolescents with a quick, cost- effective, and easily accessible alternative to home- cooked meals. There has been considerably less research into how gender, restaurant usage, and attitudes influence patterns of fast- food consumption. Moreover, the growth of the fast- food industry in every nation creates a significant environmental impetus for increasing fast food consumption and promoting unhealthy eating behaviours. If this issue is not addressed, the prevalence of lifestyle diseases such as obesity, along with the costs of managing these conditions, will escalate, particularly in Kenya. This …

Mentoring In The Age Of Uncertainty: Why Gen Z, Millennials, And Gen X Need Feedback More Than Ever, Abrar Ahmad Khan

Journal of Global Hospitality and Tourism

Uncertainty now defines professional and personal life, particularly for Gen Z, Millennials, and Gen X. Despite being highly educated and digitally connected, these generations face growing decision paralysis, burnout, and confidence gaps when navigating careers. HSBC’s Seizing Uncertainty (2024) reports that over half of younger professionals regret missed opportunities, while Gen X struggles to adapt to new realities and lead younger teams. Traditional feedback models—hierarchical, infrequent, and retrospective—no longer meet the demands of today’s fast-changing workplace. This article argues that mentoring, anchored in real-time and emotionally intelligent feedback, is not a “soft skill” but a leadership necessity. Especially in hospitality …

Reframing Service Quality In Ai-Powered Hospitality Environments, Olena Ciftci

Journal of Global Hospitality and Tourism

The hospitality and tourism industry is experiencing a technological shift through the integration of artificial intelligence (AI), transforming both guest experiences and service operations. While AI offers hyper-personalization, efficiency, and scalability, it challenges traditional notions of service quality rooted in human interaction. This viewpoint explores the emerging concept of tech-augmented hospitality, where AI and human employees co-create guest experiences. The paper highlights key research directions for reconceptualizing service quality in the era of AI-enhanced hospitality. It argues for the development of new evaluative frameworks that encompass hybrid service models, cultural adaptability, inclusivity, and AI literacy.

Adapting To Uncertainty: Strategic Decision Making In The Fresh Produce Supply Chain Under Fluctuating Market Conditions, Jacqueline Kelly

USF Tampa Graduate Theses and Dissertations

The global fresh produce supply chain faces increasing uncertainty due to economic volatility, shifting trade policies, logistical constraints, and evolving consumer demand. In this dissertation, I examine industrial purchasing decision-making grounded in the Industrial Buyer Behavior (IBB) framework. The study explores how supply chain experts navigate uncertainty, mitigate risks, and implement adaptive strategies to maintain efficiency and profitability.

Using a qualitative approach, this research draws on in-depth interviews with industry professionals to identify key factors influencing purchasing decisions, including supply chain resilience, technological advancements, sustainability, and geopolitical risks. Findings indicate flexible sourcing strategies, real-time logistical adjustments, and predictive analytics are …

Experience Accounting To Improve Strategic Decision-Making In A Rural Resort: Application Case Report, Mats Carlbäck, Ganna V. Demydyuk

Journal of Global Hospitality and Tourism

This report explores the application of Experience Accounting (EA) to enhance strategic decision making in a rural resort, focusing on improving profitability through customer-centric financial management. This study addresses the challenges faced by small- and medium-sized enterprises (SMEs) in the hospitality industry, particularly the lack of tailored information systems for effective decision-making. By integrating the Resource-Based View (RBV) and the stimulus-organism-response (S-O-R) paradigm, EA aligns cost accounting with customer-perceived value, optimizing resource allocation to enhance customer experience and willingness to pay. The case study of a rural upmarket resort demonstrates the practical implementation of EA, revealing insights into resource consumption …

The Interplay Of Website Characteristics, Attitude, And Booking Intentions For Different Hotel Websites: A Theory Of Reasoned Action Perspective, Atefeh Charmchian Langroudi, Imran Rahman, Maryam Charmchian Langroudi, John Stephan, Parisa Mohammadi

Journal of Global Hospitality and Tourism

Using the theory of reasoned action as the underlying theoretical foundation, this study examines the direct effects of compatibility, perceived usefulness, communicability, perceived risk, and perceived playfulness on attitudes toward online booking and the indirect effects of these variables on consumers’ intention to use three different online hotel booking channels - independent hotel websites, chain hotel websites, and third-party hotel websites. Additionally, this study tests the direct effect of attitude towards online booking on consumers’ intention to use the three online booking channels. Collected data from 638 participants via Amazon M-Turk was analyzed using partial least squares based structural equation …