Hospitality Administration and Management Commons^™

Online Hotel Booking Experience: Flow Theory, Measuring Online Customer Experience And Managerial Implications, Anil Bilgihan, Fevzi Okumus, Khaldoon Nusair

Rosen Faculty Scholarship and Creative Works

The past decade has perceived a significant development of various Internet technologies including HTML5, Ajax, landing pages, CSS3, social media and SEO to name a few. New web technologies provide opportunities for e-commerce companies to enhance the shopping experiences of their customers. This article focuses the phenomenon of online experiences from a services marketing aspect by concentrating online hotel booking. Successful lodging management strategies have been associated with the creation of experience, which in turn leads to fruitful performance outcomes such as superior financial performance, enhanced brand image, customer loyalty, positive word of mouth and customer satisfaction. E-commerce researchers and …

Research Note: Biometric Technology Applications And Trends In Hotels, Anil Bilgihan, Ersem Karadag, Cihan Cobanoglu, Fevzi Okumus

Rosen Faculty Scholarship and Creative Works

The purpose of this study is to investigate the biometrics technologies adopted by hotels and the perception of hotel managers toward biometric technology applications. A descriptive, cross sectional survey was developed based on extensive review of literature and expert opinions. The population for this survey was property level executive managers in the U.S. hotels. Members of American Hotel and Lodging Association (AHLA) were selected as the target population for this study. The most frequent use of biometric technology is by hotel employees in the form of fingerprint scanning. Cost still seems to be one of the major barriers to adoption …

Hospitality Review Volume 31 Issue 2 2013, Fiu Hospitality Review

Hospitality Review

No abstract provided.

Customer Satisfaction Index Of Singapore 2013: Q3 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, subsector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. This is the CSISG’s seventh year of measurement

Examining Key Drivers Of Customer Delight In A Hotel Experience: A Cross-Cultural Perspective, Edwin Torres, Xiaoxiao Fu, Xinran Lehto

Rosen Faculty Scholarship and Creative Works

Welcoming all guests is the calling shared by those who work in the hotel industry. Everyday hoteliers strive to provide a service of excellence to all of those who visit. This can be somewhat of a complex endeavor, as hotels receive guests from different nationalities and cultures. Previous research in the area of customer delight has revealed some of the factors that define and drive the customer delight experience. Despite the emerging literature on the subject, the question remains: are guest from different cultures likely to be delighted by different things? In the present study, the researchers conducted extensive semi-structured …

Gaming Opportunities, Attractions, And Monorail Ridership In Las Vegas, Davor Jedlicka

Occasional Papers

The history of Las Vegas monorail is presented in three stages: ideas, development and operations. The decline of ridership on the Las Vegas monorail is explained based on this history. The gravitational theory of people movement is used to propose overcoming the inertia to ride among the resorts. The gravitational theory suggests that monorail could contribute to the “Las Vegas Experience” as a force in attracting visitors from around the world. An increase in inter resort visitation rates via the monorail is likely to increase the overall gaming revenues and prevent the end of monorail operations.

Evaluation Of Tourism Competitiveness And Its Effects On Destination Management: Making A Difference In Costa Rica?, Robertico Croes

Rosen Faculty Scholarship and Creative Works

This study investigates whether the focus on inputs as measurement of tourism competitiveness provides a comprehensive understanding of the competitive position of a destination. Specifically the investigation is applied to Costa Rica in the context of the Central American region aiming at evaluating the impact of tourism competitiveness. The study applied descriptive and inductive statistics for an evaluation impact. This study found that the inputs focus is inconsistent with competitiveness as measured on the performance of a destination aiming at enhancing the quality of life. This inconsistency could confound a rational process of decisionmaking at the destination level. Two relevant …

Tourism Specialization And Economic Output In Small Islands, Robertico R. Croes

Faculty Scholarship and Creative Works

Purpose– This study aims to investigate growth differentials among small islands and the impact of tourism specialization on the growth and the economic performance of small islands.

Design/methodology/approach– The study is based on trade theory and uses data from a panel of small islands for 1995-2007. It applies panel regression and standard time series methods combined with a qualitative approach.

Findings– Small islands experienced stronger basic patterns of growth than many developed countries, especially where economies of scale are not an issue. The findings further suggest that tourism specialization is not harmful to growth, and, in lieu of technological gaps …

One Experience And Multiple Reviews: The Case Of Upscale U.S. Hotels, Edwin Torres, Howard Adler, Xinran Lehto, Carl Behnke, Li Miao

Rosen Faculty Scholarship and Creative Works

Purpose– The present study aimed to understand the relationships between the various kinds of feedback received by hospitality operators. Information from guests, experts, and internal sources are often received, valued, and processed in various ways. The researchers sought to further explore the usage of such feedback and implications for theory and practice.

Design/methodology/approach– A survey was sent to hotel general managers of four‐ and five‐diamond properties around the USA using the listing of the American Automobile Association (AAA). A total of 140 responses were received. The researchers utilized correlations and canonical correlation analysis to help understand the relationships among the …

Exploring Pull Factor Influences At Campgrounds By Rv Association Members, Jill Fjelstul

Rosen Faculty Scholarship and Creative Works

Recreational vehicles (RVs) are owned and/or rented by travelers of diverse ages, traveling parties, and agendas. RVs, in most cases, will be parked at a campground during use, lending to the question of what factors influence campground selection. The current study explored pull factors specific to RV campground attributes by members of a RV association, identified the general demographics of the respective RV association, and investigated campground travel decisions by members of the RV association. Findings from the current study can assist campground owners/operators in developing effective marketing strategies for attracting RV travelers with customized products, onsite amenities, and/or services. …

Looking At Shirt Sponsorships From Both Sides Of The Pond: Comparing Global Trends Versus America's Major League Soccer, Ric W. Jensen, Nicolas D. Bowman, Brian V. Larson, Yawei Wang

Department of Hospitality and Tourism Faculty Scholarship and Creative Works

This paper seeks to compare shirt sponsorship in professional football (soccer) in the United States with global trends. We try to answer why America has been slow to accept shirt sponsorship. In 2007, Major League Soccer (MLS) became the first professional team sports league in the USA to embrace shirt sponsorships, breaking a long-standing taboo that banned this practice. To date, 14 of the 19 MLS clubs wear a sponsored jersey. Only a few fledging professional sports leagues in the USA allow shirt sponsorships (e.g. the Women's National Basketball Association, the United Football League, and the Women's Professional Soccer League). …

The Relevance Of Cultural Tourism As The Next Frontier For Small Island Destinations, Robertico R. Croes, Kelly J. Semrad

Faculty Scholarship and Creative Works

The purpose of this study is to apply the cultural tourism typology of McKercher and to estimate the economic relevance of cultural tourism to the context of a small island destination tourist market. Small island destinations may be confronted with environmental constraints that restrain the traditional small island tourism development model, which is based on sun, sand, and sea. The cultural tourism typology is used in order to determine whether the typology may be used to segment tourists thereby allowing researchers to determine the economic impact of different cultural tourist segments. This study draws attention to some of the foundational …

Building Co-Operation Between Tourism And Culture In The West Of Ireland, Bernadette Quinn, Ziene Mottiar, Theresa Ryan

Conference papers

Redressing regional imbalance is now a key challenge in Ireland. Dublin is the destination of choice for more than two fifths of the market and the number of visitors holidaying outside of the Dublin region has declined significantly between 2003 and 2009. One way of redressing regional imbalance is to harness the tourism potential of the cultural sector. Spread throughout the regions is a wealth of cultural activity and a well developed infrastructure of venues staging vibrant arts activity of international calibre, be it in visual arts, film, literature or the performing arts. This activity engages 2.3 million Irish citizens …

Shipwreck With Speculator Early Modern Representations Of Risk And Gambling, David J. Hart

Occasional Papers

Charles Cotton’s Compleat Gamester, one of the best known manuals accompanying a virtual pandemic of gambling fever across early modern Europe, likens gaming to shipwreck since there are “but few Casts at Dice betwixt a rich man and a beggar,” “but few inches between [living] and drowning.” This conjunction of shipwreck and gaming recurs in early modern literature and constitutes a rhetorical topos in the sense of philosopher Hans Blumenberg. I examine several instances of this conjunction (e.g. in Cardano’s autobiography, Shakespeare’s The Tempest, Spinoza’s Theological-Political Treatise, and Joseph de la Vega’s Confusion de Confusiones) and suggest that the conjunction …

Session 4-1-D: The Ant And The Grasshopper: Western Casino Operators In Macau And Singapore, Sudhir Kale

International Conference on Gambling & Risk Taking

Objectives

Understand the impact of market conditions and managerial orientation on employee satisfaction, organizational identification, and service quality in Macau/ Singapore Casino Industry.

Highlight long-term adverse impact of poor service quality on market share and profitability.

Provide guidelines for action.

Session 3-4-B: Evaluating The Performance Of Macao’S Gaming Industry, Day-Yang Liu

International Conference on Gambling & Risk Taking

The purpose of research

The stringently competitive nature of the casino entertainment market in the Macao necessitates that managers fully utilize knowledge expertise to increase efficiency in operations management.

Therefore, this study employs data envelopment analysis (DEA) model to estimate the efficiency and productivity of the casino entertainment industry in Macao.

Session 3-1-E: Modeling Change In The Profile Of The Atlantic City Visitor, Brian J. Tyrrell, Israel Posner Ph.D.

International Conference on Gambling & Risk Taking

The Atlantic City casino market has faced increasing competition over the past decade, particularly since the introduction of Pennsylvania gaming in 2006. In response to this increased competition, the State of New Jersey, through legislation, created a public private partnership to both redevelop parts of the city and devote significant marketing dollars into shaping the image of the city. The private side of that partnership, the Atlantic City Alliance (ACA), found in their earliest consumer research that Atlantic City’s image as a gaming destination was well established, but that the city was less known for the retail, entertainment and restaurants …

Session 2-4-E: Financial Evaluation Commonalities And Distinctions Expressed By 10-Ks With Two Libertarian Hospitality Segments: Casino Gaming And Gentlemen’S Clubs, David J. Paster

International Conference on Gambling & Risk Taking

Premise

Libertarian hospitality ventures are significantly and fundamentally different than current common hospitality fields such as lodging and restaurants due to their distinct business model composition.

Session 2-3-E: An Analysis Of Ahp On Investment Project Evaluation: A Case Study Of Matsu Integrated Resort, Day-Yang Liu

International Conference on Gambling & Risk Taking

Background

Governments are increasingly liberalizing gambling in hope of reaping economic and developmental benefits.

The business models of gambling industry are developing toward the concept of large, integrated resort-casino.

The referendum of allowing casino gaming business in Matsu was passed on July 7th, 2012.

It is expected to improve transportation facilities, boost local economy and tourism.

This gives Matsu the opportunity to build the first integrated resort-casino in the Taiwan area.

Session 2-2-E: Slots Are To Las Vegas As Baccarat Is To Macau: A Game Analysis, Arthur Sai-Wai Wong

International Conference on Gambling & Risk Taking

Money is reeling in the casinos in Las Vegas, while chips are rolling in the casinos in Macau. These two different phrases exactly symbolize the ways how these two different gaming jurisdictions make their prosperity.

There are several reels in the slot machines and as they are spun thousands and millions of times…money reels in, it creates the profit for the casinos in Las Vegas.

Baccarat players wager dead chips in the VIP rooms rolling thousands and millions of times…money rolls in, it creates the profit for the casinos in Macau.

Session 2-2-E: The Growth Trends In Macau’S Gambling Industy: A Scenario Analysis, Zhonglu Zeng

International Conference on Gambling & Risk Taking

Macau’s Gambling Industry: A Brief Review

Macau’s gambling industry has experienced tremendous growth in the past 27 years. In 1985, the gambling revenue was only US$0.23 billion; in 2012, the figure reached US$38 billion. The compound annual growth rate is 22%.

Mid-Morning Break And Poster Sessions: A Comparative Analysis Of Design And Motivation In Slot Machines And Video Games, Daniel Sahl

International Conference on Gambling & Risk Taking

Introduction

The slot machines of today reflect an impressive design feat: translating cold win/loss probability into an unpredictable, whimsical, and engaging experience. A successful spin offers more than a quick payout, it’s an opportunity to experience hidden secrets within the machine: creative bonus games, rich animation and movie clips, even the chance to play simultaneously with other players on linked machines. Many of these characteristics are similar to design and gameplay elements of video games. Separate research into both slots and video games often reflect similar questions about design, motivation for play and addiction. This poster presents a visual and …

Session 1-2-E: The Indirect Contribution Of Non-Gaming Amenities To Casino Gaming Performance, Elena Shampaner-Ghiassi, Sarah Tanford

International Conference on Gambling & Risk Taking

Objective

Evaluate the simultaneous impact of all non-gaming amenities on gaming volume

Session 1-2-A: Building, Maintaining And Evaluating A Statewide Treatment Program For Problem Gambling, Timothy W. Fong

International Conference on Gambling & Risk Taking

Shows how to build, maintain and evaluate programs for problem gambling

Program: The 15th International Conference On Gambling & Risk Taking, University Of Nevada, Las Vegas, University Of Nevada, Reno

International Conference on Gambling & Risk Taking

Listing of presentations, events, and sponsors

Quantifying The Impacts Of The Recent Economic Crisis On Regional Tourism Industry And Economy, Yun Ying Zhong, Tadayuki Hara Ph.D.

Hospitality Review

The purpose of this study is to explore the accuracy issue of the Input-Output model in quantifying the impacts of the 2007 economic crisis on a local tourism industry and economy. Though the model has been used in the tourism impact analysis, its estimation accuracy is rarely verified empirically. The Metro Orlando area in Florida is investigated as an empirical study, and the negative change in visitor expenditure between 2007 and 2008 is taken as the direct shock. The total impacts are assessed in terms of output and employment, and are compared with the actual data. This study finds that …

Best Management Practices In Green Lodging Defined And Explained, Leonard Anthony Jackson

Hospitality Review

Best management practices in green lodging are sustainable or “green” business strategies designed to enhance the lodging product from the perspective of owners, operators and guests. For guests, these practices should enhance their experience while for owners and operators, generate positive returns on investments. Best management practices in green lodging typically starts with a clear understanding of each lodging firm’s role in society, its impact on the environment and strategies developed to mitigate negative environmental externalities generated from the production of lodging goods and services. Negative externalities of hotel operations manifest themselves in energy and water usage, waste generation and …

The Relationship Between Leisure Traveler’S Hotel Attribute Satisfaction And Overall Satisfaction, Mi Ran Kim Ph.D.

Hospitality Review

Manystudies have been conducted about hotel attributesrelated tothehotel choice decision as a part ofacustomer’s pre- purchase behavior(Dolnicar&Otter, 2003). Althoughit iscritical for hotel managerstounderstand post-trip behavior because such behaviorsmaydirectlyinfluence their futurebehavior, therearefew researchstudieswhich examine hotel attributesrelated to acustomer’spost-trip behavior.This studyteststhe relationship between leisure traveler’shotel attribute satisfaction and overall satisfaction in the post-trip behaviorperspectiveina hotel setting andexaminestherelative impactofhotel attributesatisfaction in influencing overall satisfaction. Multiple regressionwas used totestthe relationship and hotel attribute satisfaction isan important antecedent tooverall satisfaction. Theoretical and practical implications ofthe studyare discussed.

A Quantitative Study Exploring The Difference Between Gaming Genre Preferences, Anil Bilgihan, Cihan Cobanoglu, Khaldoon Nusair, Fevzi Okumus, Milos Bujisic

Rosen Faculty Scholarship and Creative Works

Although gaming technologies have been in use for more than thirty years, there is a lack of academic researchin this area. Specifically, the purpose of this study is to identify the difference between age and gender ingaming genre preferences. A cross sectional online survey was administered with a sample size of 408. It wasfound that there is a statistical difference between age groups and their gaming preferences with the older generation focusing more on strategic gaming offerings while the younger generation tended to side more withaction games. The findings of this study provide insights for game developers.

Segmenting The Rural Tourism Market: The Case Of Potter County, Pennsylvania, Usa, Erwei Dong, Yawei Wang, Duarte Morais, David Brooks

Department of Hospitality and Tourism Faculty Scholarship and Creative Works

Because of its importance in the sustainable development of rural communities, rural tourism has been frequently studied as an alternative form of economic development in rural areas. In the United States, many rural communities rely on tourism for economic growth to compensate for declines in manufacturing, agriculture, extraction of natural resources, and population. Although there is an increased interest in developing rural tourism in many countries, there is little information regarding the motivations of rural tourists in the United States. Therefore, this study aims to understand travel motivations and characteristics of tourists visiting a rural destination to provide a better …