Hospitality Administration and Management Commons^™

Indah: The Unorthodox Rise Of A Columbian Staple, Will Helms

Senior Theses

Over the course of several weeks, I conducted a series of observations at Indah Coffee Co. in order to better understand its marketing and interaction with the neighborhood. After observing the coffee shop several times, I consulted outside sources, a process that is considered to be in the psychological realm of “grounded theory”, constantly comparing them to my own observations. After an interview with Indah’s owner, I began compiling my findings. The following paper is an outline of my findings, including the importance of the product in the coffee industry versus other industries, the power of successful grassroots marketing, and …

Chinese Outbound Travel: Understanding The Socioeconomic Drivers, Songshan (Sam) Huang, Xiang Wei

Research outputs 2014 to 2021

This study used a national sample (N = 36,490) of Chinese urban residents to examine the relationship between outbound travel intention and some key demographic, economic, and geographic variables. Findings indicate that education, income, and paid vacation days significantly predicted outbound travel intention. Compared to residents in Tier-4 cities in China, those in Tier-1, -2, and -3 cities had higher probability of choosing outbound travel by 13.1%, 30.9%, and 15.3%, respectively. This study draws meaningful connections between Chinese outbound tourism and the social and economic realities in China and offers an alternative approach to understanding Chinese outbound tourism.

Event Planner Sensitivity To The Needs Of Individuals With Visual Disability At Meetings And Events, Gina Fe G. Causin Ph.D., Tessa Mccarthy Ph.D.

Journal of Human Services: Training, Research, and Practice

Special events, such as fairs, conventions, ballgames, and concerts are typically activities people attend to participate in the festivities and enjoy with friends and family members. For individuals with disabilities, however, these types of events can create more challenges than enjoyment. Despite a thorough review of the literature, no studies were found which evaluated the experiences of individuals who are blind and have visual impairments at events and meetings. The aim of this study was to determine the current level of accessibility at meetings perceived by consumers who are blind and visually impaired. Respondents to the survey indicated many obstacles …

Determining Perceptual Gaps Of Service Quality And Value In Higher Education: A Midwestern Bible College, Benjamin Mcintosh

Doctoral Dissertations and Projects

This doctoral research project examined perceptual gaps of service quality and value in the context of higher education. The researcher performed quantitative analysis of survey data gathered from students at a small, Midwestern Bible college. Students self-selected to participate in this research project and, using class status as an independent variable, were grouped as Freshman, Sophomore, Junior, or Senior. Additionally, based on the literature review, the researcher used the Access variable as the primary determinant of service quality and the Functional Value variable as the primary determinant of value. After an analysis of the data, it was determined that there …

Tsirik - Fold The Leaves So That Others May Be Guided: A Study Of How The Bribri Women Are Preserving Their Culture To Ensure A Sustainable Future For Their Community, Emily R. Blau

Capstone Collection

Bananas are one of Costa Rica’s largest exports, along with coffee, palm oil, and cocoa. The banana plantations are large-scale, are most often run by multinational companies, and are considered to be run as enclave economies (Equal Exchange, 2016). This monoculture crop production has been globally accused of human rights abuses said to include, but not be limited to, violating the rights of indigenous people and loss in culture and tradition. For this paper, I studied the effects that large-scale agricultural corporations have on the BriBri, a matriarchal and indigenous group who live on the Caribbean coast of Costa Rica. …

The Pr Of Csr For The Casino Industry: A Review Of Challenging Corporate Social Responsibility: Lessons For Public Relations From The Casino Industry, Andrew B. Gustafson

UNLV Gaming Research & Review Journal

This is a review of Jessalynn Strauss' recent book, Challenging Corporate Social Responsibility: Lessons for Public Relations from the Casino Industry. Through an analysis of Casino’s CSR practices, Strauss raises some serious concerns about this alignment between CSR and PR, and provides reasons to doubt whether SCR done for strategic bottom line interests rather than purely ethical reasons will consistently accomplish what the casinos set out to achieve.

Examining The High-End Gaming Segment: Toward A Shift In Market Focus, Jiaqi Wu

UNLV Theses, Dissertations, Professional Papers, and Capstones

The Las Vegas gaming and hospitality industry has seen many changes over the last two decades. For the longest time, casinos were illegal everywhere except in Nevada, and gambling was viewed as a vice. It was not until the 1970s when attitudes started to shift. The Nevada Gaming Control Board was established to oversee and govern many aspects of the business, in order to promote the industry and reduce the perceived negative social impacts. LVCVA (Las Vegas Convention and Visitors Authority) also strategically promotes the city as the ideal tourist destination. Las Vegas has now become a highly competitive tourist …

The Free-Play Tax Deduction Debate: How Academic Research Can Help, Anthony F. Lucas, Katherine Spilde

UNLV Gaming Research & Review Journal

Free-play is the primary play incentive for slot players in many jurisdictions, with some campaigns eclipsing $50 million in annual redemptions. The efficacy of these incentives remains questionable at best, creating some contentious tax policy issues. Operators want to deduct the face value of these offers from taxable gaming win, based in part on the assumption that they expand the tax base; however, many regulators and taxing authorities question this claim. Any failure to fully recover redeemed free-play creates a deduction that is partially funded by tax payers. Arguments on both sides of this complex tax policy issue are thoroughly …

"Revenues And Expenses For Cons And Festivals" From The Pop Culture Business Handbook For Cons And Festivals, Jon Garon

Faculty Scholarship

This article is part of a series of book excerpts from The Pop Culture Business Handbook for Cons and Festivals, which provides the business, strategy, and legal reference guide for fan conventions, film festivals, musical festivals, and cultural events.When organizing a festival or Con, the economic model used to develop the event will drive many of the key decisions. If one accepts that the designing of the Con is a form of building a complex game for the attendees, then the Con economy will define many of the structural design choices which will come later in the planning. These chapters …

Strategies To Retain Millennial Employees At Full-Service Restaurants, Candace A. Ruiz, Anne Davis

International Journal of Applied Management and Technology

Some supervisors lack effective strategies to retain millennial-generation employees. The purpose of this multicase study was to explore effective strategies to retain culinary-educated millennial employees in a full-service restaurant. Nine millennials and three supervisors from three full-service restaurants in Denver, Colorado, consented to semistructured interviews concerning retention strategies. Herzberg’s two-factor theory served to guide the scope and the data analysis for the multicase study. Ten subcategories emerged from the three themes that aligned with Herzberg’s motivation factors, hygiene factors, and millennial values and attitudes. The 10 subcategories were developed suggesting effective strategies differ by supervisor. Among the 10 subcategories, the …

School Of Culinary Arts & Food Technology Autumn Newsletter 2016, James Peter Murphy

Other resources

The School of Culinary Arts & Food Technology - Autumn Newsletter captured the many events, research, awards, significant contributions and special activities which the students and staff members of the school have successfully completed leading up to the Autumn period of 2016.

Newsvendor Models With Monte Carlo Sampling, Ijeoma W. Ekwegh

Electronic Theses and Dissertations

Newsvendor Models with Monte Carlo Sampling by Ijeoma Winifred Ekwegh The newsvendor model is used in solving inventory problems in which demand is random. In this thesis, we will focus on a method of using Monte Carlo sampling to estimate the order quantity that will either maximizes revenue or minimizes cost given that demand is uncertain. Given data, the Monte Carlo approach will be used in sampling data over scenarios and also estimating the probability density function. A bootstrapping process yields an empirical distribution for the order quantity that will maximize the expected profit. Finally, this method will be used …

Anti-Money Laundering Programs For Casinos - A Comparison Of Macao And Us Practices, Carlos Siu, Malcolm Greenlees

International Conference on Gambling & Risk Taking

Anti-Money Laundering Programs for Casinos: A Comparison of Macao and US Practice.

Recent world events have reemphasized the importance of controlling and reporting of terrorism financing – one of the major reasons for National and International Anti Money Laundering procedures since the early 1980’s.

Although initially focused on commercial banking operations, casinos have been brought under the scope of that legislation since 1990 – as “money service businesses.” The explosive growth of the Macao casino business on the world gaming since 1995 has led to implementation of new rules for the casinos operating in that jurisdiction.

The current research describes …

Nevada Gaming Revenue: A Comparative Analysis Of Slots And Tables, Scott Boylan

Occasional Papers

Throughout much of its existence, Nevada’s gambling industry has been dominated by table games. Historically, slot machines were of secondary importance because they did not generate much revenue and were costly to maintain and operate. Starting in the late 1970s, a series of technological milestones improved the form and function of slot machines, and fueled replacement cycles on casino floors. Nevada gaming revenue data provides evidence of the economic effects of these improvements. Since 1984, slots generally have produced larger revenue gains than tables, although those gains are distributed neither uniformly over time nor across gaming markets. In addition, slots …

Thought Leaders: Faculty Who Shape Business Theory And Practice Through Research

Business Exchange

Profiles of seven DePaul professors and the research they are conducting in areas as diverse as work-life balance and investor behavior: James D. Shilling, Real Estate Studies; R. David McLean, Investment Management; Kelly Richmond Pope, Accountancy; Andrew Gallen, Marketing; Alyssa J. Westring, Management; William Sander, Economics; and Misty Johanson, Hospitality Leadership.

Overcoming Fraud & Dishonesty In The Hospitality Industry, James Peter Murphy

Conference papers

The licensed industry is an increasingly competitive market place, many bars have responded by empowering staff and undertaking structural and management reforms in recent years. Undoubtedly, these changes have significantly raised the levels of customer service and enhanced customer satisfaction. Paradoxically these changes, combined with the responsibilities allocated to bar staff and management to supervise and manage bars with autonomous control have created more fertile conditions, scope and opportunity for dishonest actions by staff members.

The way licensed premises approach the issue of staff fraud is changing in response to the increased risk. Many bars have historically been anxious to …

Hotel Managers' Motivational Strategies For Enhancing Employee Performance, Vanessa Lizzette Barbosa-Mccoy

Walden Dissertations and Doctoral Studies

More than 600,000 employees depart the hospitality industry for a variety of reasons such as lack of motivational strategies (MS) of hotel general managers (GMs). The purpose of this multiple case study using census sampling was to explore what MS hotel GMs used to enhance employee performance. The 3 GMs of 3 full-service branded hotels with a guest capacity of 160-699 were randomly selected in South Florida. Data were collected from face-to-face interviews with the hotel GMs, employee performance evaluations, and results of guest and employee satisfaction surveys from the hotel GMs. Data analysis involved methodological triangulation to determine how …

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.

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.

Removing The Undesirables: A Case Study, William K. Foxx, Melissa C. Northam, Corlette S. Burns

Atlantic Marketing Association Proceedings

The lodging industry has been particularly challenged by the bed bug’s resurgence. Bed bugs are primarily associated with places where people sleep and most of these places are properties associated with the lodging industry such as hotels, motels and bed & breakfasts.

In the United States, this industry is massive.

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 …

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. …

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 …

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.

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

UNLV Theses, Dissertations, Professional Papers, and Capstones

No abstract provided.

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). …

Responsible Sales And Service Of Alcohol For The Tourism, Hospitality And Retail Industries, James Peter Murphy

Books/Book Chapters

The safe service of alcohol is of vital importance to those in the food and beverage industry - failure to act responsibly can result in fines, loss of license and the potential closure of the business. Responsible sale and service of alcohol (RSA) is important for all levels of the hospitality, tourism and retail service industries to minimise the risk of alcohol-related problems associated with the use and abuse of alcohol by any person. Management and all staff who sell or supply alcohol must promote and support a safer environment for alcohol to be consumed in a professional and responsible …

Hopworks Urban Brewery: A Case Of Sustainable Beer, Madeleine E. Pullman, Jacen Greene, Devin Liebmann, Nga Ho, Xan Pedisich

Business Faculty Publications and Presentations

About the Related Video

Hopworks Urban Brewing: A Case of Sustainable Beer, Interview with Christian Ettinger

About the Case Study

Founded in 2007 in Portland, Oregon, Hopworks Urban Brewery is a sustainability-focused brewpub that produces certified organic beer. The State of Oregon is the second largest producer of hops, a main ingredient in beer, in the United States, and also has more craft breweries per capita than any other state. The metro area of Portland, home to over 2 million people, has over 84 craft breweries within its borders.

The craft brewing industry has grown rapidly in the United States …

Integrating Organisational Change Management And Customer Relationship Management In A Casino, Charlie Chi Cong Mai, Chad Perry, Erwin Loh

UNLV Gaming Research & Review Journal

This research aims to solve the problem: how can casinos manage organizational change programs, and internal and external customer relationship management (CRM) programs? To find a solution, it uses two stages of qualitative methods: convergent interviewing and case research about four departments of a casino in Australia. After a thorough data analysis of documents and interview data, 12 themes were identified and they led to the development of a model of how organizational change management and CRM can be integrated to improve initiatives in organisations such as casinos. The model has seven core elements: vision, key challenge, objective, measure, strategy, …