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Hospitality Administration and Management Commons™
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- "service with a smile"; service economy; emotional labor; (1)
- Accessibility; tourism; Tokyo 2020; Olympics (1)
- Accommodating versus resolving paradox (1)
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Articles 61 - 90 of 274
Full-Text Articles in Hospitality Administration and Management
Qiddiya: The Capital Of Entertainment In Saudi Arabia, Manuel Rivera
Qiddiya: The Capital Of Entertainment In Saudi Arabia, Manuel Rivera
Rosen Research Review
Located only 45km away from Riyadh, Qiddiya is a city that is destined to become one of the biggest tourist attractions in Saudi Arabia, providing thousands of jobs, millions of dollars of revenue and a pathway to the future for a whole generation of young Saudis. Dr. Manuel Rivera interviews the CEO of Qiddiya, Philippe Gas, to discuss where his passion for hospitality originated, the bright future of Qiddiya, and their partnership with UCF Rosen College of Hospitality Management.
Factors Affecting Seniors' Relocation To Senior Living Communities, Suja Chaulagain, Abraham Pizam, Youcheng Wang, Denver Severt
Factors Affecting Seniors' Relocation To Senior Living Communities, Suja Chaulagain, Abraham Pizam, Youcheng Wang, Denver Severt
Rosen Research Review
The 1960s’ counterculture generation is coming of senior age. This is the generation who witnessed the Civil Rights Movement, protested against the Vietnam War, and went to Woodstock. What they expect in retirement is radically different from their parents. So what are the factors that affect whether or not they choose to move into senior living communities? In one of the first studies of its kind, UCF Rosen College of Hospitality Management’s Dr. Suja Chaulagain, Dr. Abraham Pizam, Dr. Youcheng Wang and Dr. Denver Severt look at the motivational factors that influence seniors’ decision-making.
A Taste For Education And Research, Susan Vernon-Devlin, Robert Seltzer
A Taste For Education And Research, Susan Vernon-Devlin, Robert Seltzer
Rosen Research Review
Pots, pans and commercial kitchen equipment are not the only things found in UCF Rosen College of Hospitality Management’s kitchen labs. A component for hospitality education and research, the college’s labs teach fourth year medical students to practice culinary medicine with a grain of salt, flip the kegs on undergraduates brewing beer, and serve as taste-and-test kitchens for restaurant brands looking to spice up a menu.
Turning The Tables On Covid-19, Wei Wei
Turning The Tables On Covid-19, Wei Wei
Rosen Research Review
The COVID-19 pandemic all but eviscerated the restaurant industry. Around the world, businesses shut doors. For some this would prove to be forever, and those that did reopen were stifled by strict social-distancing regulations and the challenge of how best to rearrange their servicescapes to meet regulations and still provide an enjoyable dining experience. The big question: how best to do this? Dr. Wei Wei from UCF Rosen College of Hospitality Management and her collaborators examined the issues of built density and customer power to uncover a vital piece of the puzzle.
Essential Worker Heroes, Cynthia Mejia
Essential Worker Heroes, Cynthia Mejia
Rosen Research Review
The COVID-19 pandemic brought with it untold disruptions to the hospitality and related services industries, and it also prompted a dramatic shift in public perceptions towards line-level workers. Normally associated with unskilled and ‘dirty’ labor, these workers were embraced as ‘heroes’ by providing essential services in the face of a severe and frightening public health threat. This phenomenon provided a rare opportunity for researchers in the fields of hospitality and psychology to examine how those workers, and the society they served, made sense of this perceptive shift.
Restaurants Post Covid-19, Elizabeth Yost, Murat Kizildag, Jorge Ridderstaat
Restaurants Post Covid-19, Elizabeth Yost, Murat Kizildag, Jorge Ridderstaat
Rosen Research Review
When you’re suddenly forced to close 1,800 restaurant dining rooms without any certainty of being able to reopen them any time soon, you need to act decisively and prioritize if you plan to be around for a grand reopening. For Darden Restaurants and their market-leading US brands, those priorities during lockdown were ‘look after the people – look after the cash!’ Dr. Elizabeth Yost, Dr. Murat Kizildag and Dr. Jorge Ridderstaat of UCF Rosen College of Hospitality Management investigate the company’s achievement.
The Impact Of Covid-19 On Restaurant Workers, Diego Bufquin, Jeong-Yeol Park, Robin Back
The Impact Of Covid-19 On Restaurant Workers, Diego Bufquin, Jeong-Yeol Park, Robin Back
Rosen Research Review
The COVID-19 pandemic has hit many business sectors hard, none more so than the hospitality industry. Restaurant employees were already known to report high levels of depression and anxiety, as well as alcohol and drug use. How has the pandemic contributed to these problems? In the first study of its kind, Dr. Diego Bufquin, Dr. Jeong-Yeol Park and Dr. Robin Back from UCF Rosen College of Hospitality Management, along with two collaborators, examine the relationships between restaurant employees’ work status, mental health, substance use, and career turnover intentions during the pandemic.
Why Employees Are Learving And Will Not Return To Work In The Hospitality Industry, Robertico Croes, Kelly Semrad, Manuel Rivera
Why Employees Are Learving And Will Not Return To Work In The Hospitality Industry, Robertico Croes, Kelly Semrad, Manuel Rivera
Rosen Research Review
An important new report by Rosen College researchers should be taken as a wakeup call for the tourism and hospitality industry in the U.S. following the COVID-19 pandemic.
A Theoretical Prototype For Narrative And Interactive Development Within A Theme Park Parade, Carson Luter
A Theoretical Prototype For Narrative And Interactive Development Within A Theme Park Parade, Carson Luter
Electronic Theses and Dissertations, 2020-
While theme park parades have developed with technology and guest demands, there is an opportunity to continue innovating the medium with additional guest interactivity. This thesis tracks experiential comparatives that provide iterative components to be utilized for a new theme park parade concept; parade "show stops" that allow for guests to approach the parade floats up-close, participatory entertainment offerings with live actor-driven branching narratives, roleplay and gameplay-driven interactive experiences, and theme park parades that follow a direct linear narrative. What follows is a theme park parade design concept, accompanied by a production and operational plan, that combines the existing spectacle …
Creating Themed Accessible Spaces Through Hospitality Design, Sidney Wolf
Creating Themed Accessible Spaces Through Hospitality Design, Sidney Wolf
Electronic Theses and Dissertations, 2020-
This thesis summarizes available literature about the individual requirements and specific design attributes needed to understand, apply, develop, and design a themed hotel with an emphasis in accessibility and inclusivity. This thesis contains a visual project and design guide that focuses on creating a themed space that offers modern means of accessibility for mobility aids, or for those who are deaf, hard of hearing, blind, or partially sighted. The guide summarizes literature on existing codes and explores other resources to adapt them to create an inclusive narrative environment. The visual project applies the material found in the guide and produces …
Investigating Restaurant Worker Well-Being In The Context Of The Covid-19 Pandemic: Occupational Stress And The Role Of Workplace Support In Retention And Career-Change Intentions., Craig Rapp
Electronic Theses and Dissertations, 2020-
Health and well-being have become one of the most important topics in organizational research. The Covid-19 pandemic has compounded the stress levels in all sectors across the world. The current environment has created unprecedented levels of employee turnover, in what economist have been calling the "Great Resignation," where individuals are not only quitting but are questioning their career choice and choosing to leave their profession altogether. This research utilized Conservation of Research (COR) theory and the Buffer Hypothesis (the notion that social support protects individuals from the negative impacts of workplace stress) to investigate occupational stress and well-being (i.e., burnout …
The Antecedents Of Program Satisfaction And Program Loyalty For Hotel Reward Programs, Jill Plumer
The Antecedents Of Program Satisfaction And Program Loyalty For Hotel Reward Programs, Jill Plumer
Electronic Theses and Dissertations, 2020-
Hotel reward programs have been in existence for three decades. These programs were originally established as a customer relationship management tool to reward loyal guests for their patronage. Over time, there have been indications that the programs that are intended to inspire loyalty to the company have actually inspired loyalty to the program itself. The aim of this study was to analyze the antecedents of program satisfaction and program loyalty in hotels to determine the relationship between the program attributes and the impact on program loyalty. Switching costs were also analyzed to determine if they played a moderating role in …
Employing A Network Perspective To Study Hazardous Events In Tourism: Tourism Connections, Island Preferences, And Tourism Market Concentrations In The Hawaiian Islands (2015-2021), Frida Bahja
Electronic Theses and Dissertations, 2020-
The purpose of this study was to employ a network perspective to detect fluctuations in tourism (at the level of tourism areas and by inbound tourism markets) that co-occur with hazardous events. Specifically, the study focuses on the Air Travel Tourism (ATT) network of the Hawaiian Islands and its changes with the incidence of nine hazardous events from 2015 to 2021. The three main aspects of the ATT network, which include tourism connections, island preferences, and concentrations of inbound tourism markets were analyzed for a total of eighty-four monthly and seven annual network models. The results suggest that the network …
Integration Of Video Game Play And Storytelling In Theme Park Environmental Design, Alexandria Marcello
Integration Of Video Game Play And Storytelling In Theme Park Environmental Design, Alexandria Marcello
Electronic Theses and Dissertations, 2020-
This thesis presents a visual design exploration of video game storytelling in physical themed environments, specifically, theme parks. The theme park industry has only recently begun to tap into the video game market, with seasonal attractions and events in parks, and the first fully video game dedicated land, Super Nintendo World at Universal Studios Japan. As theme park companies further seek out the most popular and profitable video game Intellectual Properties (IP), it will be imperative to create the most authentic video game experiences possible. The guest experience will hinge upon the successful adaptation of gameplay; creating the story around …
The Impact Of Social Capital On U.S. Based Destination Marketing Organizations And Interorganizational Relationships, Jeremy Fairley
The Impact Of Social Capital On U.S. Based Destination Marketing Organizations And Interorganizational Relationships, Jeremy Fairley
Electronic Theses and Dissertations, 2020-
Previous literature echoes the notion that destination marketing organizations (DMOs) play a critical role in ensuring a desired tourism development scenario. To date, the performance measurement of destination marketing organizations is paralleled to financial indicators or operations, ignoring the presence and quality of relationships among DMOs and tourism stakeholders. Based on the premise of social capital theory, it is argued that social capital and the inter-organizational relationships between DMOs and tourism stakeholders can influence the success of tourism efforts in a destination, which in return is a contributing factor to the DMOs success as an organization. Furthermore, broader literature indicates …
Breaking The Mold: Haunted Attraction Mazes; A Study In Reducing Predictability & Increasing Intensity, Within Unconventional Halloween Attraction Experiences, Amy Avalos
Electronic Theses and Dissertations, 2020-
Every enchanted Fall season, a segment of the public flocks to a multitude of haunted Halloween attractions across the U.S., to experience fear as a form of amusement and entertainment. Psychologists continue to research the physiological and cognitive behaviors that are associated with fear and the "fight or flight" responses that are triggered when individuals are engaged in a heighten sense of danger. However, as guests traverse through these haunted attraction experiences, it's commonplace for guests to enter into these typical modes of "fight or flight" behaviors very quickly. Once this response kicks in, the guests' instinct is to scramble …
The State Of The Hospitality Industry 2021 Employment Report: Covid-19 Labor Force Legacy, Robertico R. Croes, Kelly Semrad, Manuel A. Rivera
The State Of The Hospitality Industry 2021 Employment Report: Covid-19 Labor Force Legacy, Robertico R. Croes, Kelly Semrad, Manuel A. Rivera
Dick Pope Sr. Institute Publications
The purpose of this study is to investigate the COVID-19 pandemic's ongoing impact on the U.S. hospitality industry. The report details the primary economic issues the industry faces as well as provides a unique workforce analysis that anticipates continued labor shortages as the country moves towards an endemic. The research was conducted using a national survey with almost 1,000 U.S. hospitality workers. The survey includes questions pertaining to COVID-19 related hospitality employee topics such as: the impact COVID-19 had on hospitality jobs, employees' intentions to leave the industry, employees likelihood to accept or look for a hospitality job, employees' perceived …
An Empirical Modeling Of Transformation Process Through Trip Experiences, Asli D.A. Tasci, Maksim Godovykh
An Empirical Modeling Of Transformation Process Through Trip Experiences, Asli D.A. Tasci, Maksim Godovykh
Faculty Scholarship and Creative Works
Transformative experience has been the buzzword in recent years. Tourism and hospitality experiences in natural, historical, cultural, and authentic spaces are some of them. However, to this date, specific dimensions of transformation or its process have not been empirically identified. This study reviewed the literature on transformation, used open-ended questions to collect free-elicited responses on the meanings of transformation, collected expert opinion, and developed a 101-item scale reflecting different dimensions and the steps of the transformation process. The scale was validated with a sequential scale validation procedure; Principal Component Analysis (PCA) and Partial Least Squares-Structural Equation Modeling (PLS-SEM) were used …
Covid-19: A 'Perfect Storm' For The Hospitality Sector, Arthur Huang
Covid-19: A 'Perfect Storm' For The Hospitality Sector, Arthur Huang
Rosen Research Review
Fear of infection, strict stay-at-home-orders (SAHOs), and mandated business closures have all combined to severely disrupt supply and demand for many businesses. As a result, COVID-19 devastated the hospitality industry in a way unlike any other. Dr. Arthur Huang of the Rosen College of Hospitality Management and his colleagues assessed the effects of state and local intervention policies on the hospitality industry through the early stages of the COVID-19 pandemic.
Preparing The Hospitality And Tourism Workforce For The Future Of Work, Arthur Huang
Preparing The Hospitality And Tourism Workforce For The Future Of Work, Arthur Huang
Rosen Research Review
The economic restructuring necessitated by the Covid-19 pandemic has ignited a fundamental transformation of the US workforce driven by powerful digital technologies. No sector has been hit harder than the hospitality and tourism industry (H&T), and no industry has more to gain from reinvention. H&T employs about 32% of the US labor force; however, workers’ wages, benefits, and career support are among the lowest of all industries. Moreover, research shows that numerous jobs in H&T are susceptible to automation due to advancements in artificial intelligence (AI). The fears related to job loss resulting from applying advanced technology, such as AI, …
Rising From The Ashes Of Covid-19 Will Need A Sharp Focus On The Numbers, Manuel Rivera, Murat Kizildag, Robertico Croes
Rising From The Ashes Of Covid-19 Will Need A Sharp Focus On The Numbers, Manuel Rivera, Murat Kizildag, Robertico Croes
Rosen Research Review
If there is one sector that cannot move 'online', it is accommodation, and SLEs (small lodging establishments) have taken a merciless beating from COVID-19. Typically family-owned and managed, they have relatively high capital costs and overheads which means that even when revenues stop coming in, those liabilities still have to be met. This study by Dr. Manuel Rivera, Dr. Murat Kizildag, and Dr. Robertico Croes, of the Rosen College of Hospitality Management, shows how a detailed break-even analysis can inform a business’s strategy for survival within the important SLE sector.
How Could Robots Improve The Customer Experience At A Theme Park, Ady Milman, Dr. Asli Tasci, Tingting Zhang
How Could Robots Improve The Customer Experience At A Theme Park, Ady Milman, Dr. Asli Tasci, Tingting Zhang
Rosen Research Review
Technology is moving fast, and accordingly, robots are being successfully integrated into several hospitality organizations to improve customer experiences. Theme parks could benefit from robots, to provide efficient and cost-effective services. Yet, there is a lack of research investigating customer perceptions of robots in theme parks. Dr. Ady Milman, Dr. Asli Tasci, and Dr. Tingting Zhang, from UCF Rosen College of Hospitality Management, conducted the first investigation into how certain robotic qualities influence customer’s perceptions of and loyalty to the theme park. Their research could inform the future integration of robot technology into theme parks.
Managers From Hell In The Hospitality Industry, Fevzi Okumus
Managers From Hell In The Hospitality Industry, Fevzi Okumus
Rosen Research Review
The majority of employees are disaffected with their work and not engaged in their place of employment. This is a surprising but statistically validated fact revealed in a Gallup poll, and it has prompted Rosen College researchers to investigate how far it applies to hospitality. In what is thought to be the first study to look at the problem in the industry, research by Dr. Fevzi Okumus and his two former Ph.D. students reveal what hospitality employees have to say about "managers from Hell," and what this means for the sector.
The Power Of E-Commerce In The Hotel Industry, Nan Hua, Wei Wei, Ahmet Ozturk
The Power Of E-Commerce In The Hotel Industry, Nan Hua, Wei Wei, Ahmet Ozturk
Rosen Research Review
With continuous developments in information technology leading to increasingly sophisticated and fickle customers, the hotel industry is under pressure to invest in e-commerce capabilities. But is it a worthwhile investment or are loyalty programs enough to drive profitable repeat visits? Dr. Nan Hua, Dr. Wei Wei, and Dr. Ahmet Ozturk from the Rosen College of Hospitality Management, University of Central Florida, investigate the synergy between e-commerce, customer loyalty programs, and hotel operating performance.
Dick Pope Sr. Institute For Tourism Studies, Rosen College Of Hospitality Management
Dick Pope Sr. Institute For Tourism Studies, Rosen College Of Hospitality Management
Rosen Research Review
The Dick Pope Sr. Institute for Tourism Studies is based at at the University of Central Florida.
Rosen College Hosts Five Important Journals In The Hospitality & Tourism Field, Rosen College Of Hospitality Management
Rosen College Hosts Five Important Journals In The Hospitality & Tourism Field, Rosen College Of Hospitality Management
Rosen Research Review
This page highlights five hospitality journals founded and/or edited by Rosen College of Hospitality Management faculty members.
Rosen Library And Stars: Shining A Light On The Past And Illuminating The Future Of Hospitality & Tourism Industry Research, Susan Vernon-Devlin, Tim Bottorff
Rosen Library And Stars: Shining A Light On The Past And Illuminating The Future Of Hospitality & Tourism Industry Research, Susan Vernon-Devlin, Tim Bottorff
Rosen Research Review
The Rosen College Library's print and electronic collections are rich and tailored to the college’s unique programs and degrees, but that’s just the start of what makes it unique. From access to materials both old and new, to reference support for researchers, to partnerships with industry organizations, to conducive spaces for work and study, the Rosen College Library is an integral part of the Rosen College's research mission and success.
Sustainability And Hospitality: People, Planet And Prosperity, Alan Fyall
Sustainability And Hospitality: People, Planet And Prosperity, Alan Fyall
Rosen Research Review
An interview with Jared Meyers, Chairman, Legacy Vacation Resorts, a Certified B Corporation, by Alan Fyall
Going 'Above And Beyond' In Stressful Customer Interaction, Xiaoxiao Fu, Youcheng Wang
Going 'Above And Beyond' In Stressful Customer Interaction, Xiaoxiao Fu, Youcheng Wang
Rosen Research Review
Rosen College researchers Dr. Xiaoxiao Fu and Dr. Youcheng Wang, along with a collaborator, have undertaken vital research to identify critical factors which heighten employee stress within the hospitality industry. Their research focuses specifically on the stresses associated with 'boundary-spanning' roles, where an employee is required to meet the expectations of both the organization and the customer. The research team go beyond previous attempts at understanding stress, utilizing motivational and emotional theories to shed new light on the nuances of hospitality stress. They also identify stress-protective factors that managers can leverage to reduce the negative impact of stress and motivate …
Assessing Telemedicine Outcomes With Hospitality Principles, Wei Wei, Yunying (Susan) Zhong
Assessing Telemedicine Outcomes With Hospitality Principles, Wei Wei, Yunying (Susan) Zhong
Rosen Research Review
Hospitality as a concept has relevance across many industries of service provision, including the health care sector. The COVID-19 pandemic has had a major impact on the way in which patients access health care from their service providers. In this study, Dr. Wei Wei and Dr. Yun Ying (Susan) Zhong build a predictive model outlining the most important factors in enabling patients to experience positive emotional outcomes during telemedicine encounters.