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Articles 151 - 180 of 291

Full-Text Articles in Hospitality Administration and Management

Let's 'Meetup' At The Theme Park, Edwin Torres, Marissa Orlowski Jan 2017

Let's 'Meetup' At The Theme Park, Edwin Torres, Marissa Orlowski

Faculty Scholarship and Creative Works

Many people enjoy theme park and other leisure experiences with their families; however, today a great number of single, geographically mobile individuals desire to partake in such experiences. ‘Meetup’ is the world’s largest social network of local groups and thus allows for both online and off-line (in person) interactions. Using an ethnographic approach, this study examines how individuals can enjoy activities centered on common activities, interests, and opinions (AIO) via immersion in a Meetup group over the course of a year. Notably, members visited with greater frequency, had less tolerance for long lines, and were more likely to attend special …

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Assessment Of Physical Workload, Ergonomic Problems And Prevalence Of Pain Among Low Wage Hotel Housekeepers In Orlando, Rachel Mammen Jan 2017

Assessment Of Physical Workload, Ergonomic Problems And Prevalence Of Pain Among Low Wage Hotel Housekeepers In Orlando, Rachel Mammen

Electronic Theses and Dissertations

This research study examined the work conditions, ergonomic problems, and prevalence of pain among low wage hotel room cleaners in Orlando. In most hotels, the cleanliness of guestrooms is one of the most important service standards expected by customers. The role of the housekeeper is thus critical to service provision and hotel profitability. The hospitality industry is a major recruiter of low wage workers with the majority working in housekeeping departments. Due to the nature of the research problem, a positivist quantitative approach was adopted although the survey instrument included space for qualitative comments to some of the latter open-ended …

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Determinants Of Continuance Intention And Word Of Mouth For Hotel Branded Mobile App Users., Liza Cobos Jan 2017

Determinants Of Continuance Intention And Word Of Mouth For Hotel Branded Mobile App Users., Liza Cobos

Electronic Theses and Dissertations

This study examined the cognitive and affective factors that influence users' post-adoption behavioral intention. Specifically, based on the Expectation Confirmation Model (ECM) (Bhattacherjee, 2001b) the impact of cognitive factors (i.e., perceived usefulness, confirmation of expectations, mobility, personalization and responsiveness) and affective factors (i.e., satisfaction, perceived enjoyment) on hotel branded mobile applications (apps) users' continuance intention and WOM were examined. Hospitality firms invest considerable resources on technology solutions that are aimed at improving the consumer experience. However, for investments to be profitable firms must ensure that technology solutions are continuously used and ensure post-adoptive behaviors such as continuance intention and WOM. …

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Towards A Model Of Electronic Word-Of-Mouth And Its Impact On The Hotel Industry, Edwin N. Torres, Dipendra Singh Oct 2016

Towards A Model Of Electronic Word-Of-Mouth And Its Impact On The Hotel Industry, Edwin N. Torres, Dipendra Singh

Faculty Scholarship and Creative Works

Scholars and practitioners recognize that spreading word-of-mouth can play an important role in the formation of a hotel’s image. However, the relationships among various measures of online customer engagement are relatively unknown. The present study analyzes the relationships and quantifies the impacts of various measures of online engagement including the number of online reviews, overall rating, and relative ranking. The researchers used path analysis on a sample of 178 hotels to study the relationships among relevant variables and build a model to explain the impact of such measures (Figure 2). The results reveal there is a positive direct effect of …

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The Identification And Differentiation Of Festival Stakeholders: A New Perspective, Mathilda Van Niekerk, Donald Getz Sep 2016

The Identification And Differentiation Of Festival Stakeholders: A New Perspective, Mathilda Van Niekerk, Donald Getz

Rosen Faculty Scholarship and Creative Works

This article sets out to identify, differentiate, and categorize festival stakeholders by means of a multidimensional approach. Festivals are coproduced by a collection of stakeholders, and festival organizers facilitate the festival outcomes by interpreting stakeholders' contributions, aims, and concerns. Based on an extensive literature review, a theoretical framework was developed that illustrates how previous studies have typically identified and differentiated festival stakeholders by listing them or by means of a one-dimensional approach. For this study, an online survey was developed and administered to festival organizers in the US, testing the possibility of identifying, differentiating, and grouping festival stakeholders from a …

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Applicability And Usefulness Of The Stakeholder Strategy Matrix For Festival Management, Mathilda Van Niekerk Jul 2016

Applicability And Usefulness Of The Stakeholder Strategy Matrix For Festival Management, Mathilda Van Niekerk

Rosen Faculty Scholarship and Creative Works

This article examines the applicability and usefulness of the stakeholder strategy matrix in the context of festival management. An extensive literature review gave rise to the development of an online survey. Data for the study were collected from festival managers in the US. This empirical study indicated that internal and external festival stakeholders differ from each other in significant ways, and that different management strategies should be used to manage them. The stakeholder strategy matrix appears to be more effective for the management of internal festival stakeholders and the least effective for managing external festival stakeholders. Based on the results …

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Playing For First Place: An Analysis Of Online Reviews And Their Impact On Local Market Rankings, Dipendra Singh, Edwin N. Torres, April Robertson-Ring Jun 2016

Playing For First Place: An Analysis Of Online Reviews And Their Impact On Local Market Rankings, Dipendra Singh, Edwin N. Torres, April Robertson-Ring

Rosen Faculty Scholarship and Creative Works

Whereas past research studied the impact of online reviews on a hotel’s image, the present study analyzes the impact of various measures of customer engagement on the local market ranking of a hotel. For these purposes, the researchers collected data on a sample of hotels including the number of reviews, absolute rating (i.e. 1-5 stars), and market ranking (i.e. 1st, 2nd, 3rd place) on TripAdvisor. The authors tested the relationships between number of reviews, market ranking, overall rating and number of booking transactions. Results revealed that the absolute rating of the hotel was a significant factor in determining its market …

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Customer And Employee Incivility And Its Causal Effects In The Hospitality Industry, Edwin N. Torres, Mathilda Van Niekerk, Marissa Orlowski Apr 2016

Customer And Employee Incivility And Its Causal Effects In The Hospitality Industry, Edwin N. Torres, Mathilda Van Niekerk, Marissa Orlowski

Faculty Scholarship and Creative Works

The present research sought to understand customer and employee incivility in the hospitality industry. The study identified customer actions that are perceived as uncivil by employees and coping strategies used by employees after experiencing uncivil behavior. Finally, service-recovery situations are differentiated from security-related incidents and guidance is offered to hospitality managers regarding the minimization of customer incivility. An empirical survey was distributed to 297 hotel employees. Regression analysis indicated that the effects of customer incivility were an increase in: customer aggression, employee negative emotions, employee-to-customer incivility, employee-to-employee incivility, and employee sensitivity to uncivil acts. The effects of employee-to-employee incivility were …

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Let's 'Meetup' At The Theme Park, Edwin N. Torres, Marissa Orlowski Feb 2016

Let's 'Meetup' At The Theme Park, Edwin N. Torres, Marissa Orlowski

Rosen Faculty Scholarship and Creative Works

Many people enjoy theme park and other leisure experiences with their families; however, today a great number of single, geographically mobile individuals desire to partake in such experiences. 'Meetup' is the world’s largest social network of local groups and thus allows for both online and off-line (in person) interactions. Using an ethnographic approach, this study examines how individuals can enjoy activities centered on common activities, interests, and opinions (AIO) via immersion in a Meetup group over the course of a year. Notably, members visited with greater frequency, had less tolerance for long lines, and were more likely to attend special …

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The Moderating Effect Shift Work Has On Support, Engagement, Satisfaction, Turnover, And Service Delivery: An Empirical Analysis Of Us Hotel Front Desk Personnel, William Ingram Jan 2016

The Moderating Effect Shift Work Has On Support, Engagement, Satisfaction, Turnover, And Service Delivery: An Empirical Analysis Of Us Hotel Front Desk Personnel, William Ingram

Electronic Theses and Dissertations

Several industries require operations and services to be provided at all hours of the day. Many organizations have implemented a shift work system for scheduling purposes to meet the demand of their industry. While some research has been conducted on the effects of shift work on employees, overall, there is still much to be learned, especially in the hotel industry. Most hotel front desks in the United States operate 24 hours a day and therefore, have to staff employees for the morning, afternoon, and overnight shifts. Previous literature states that each shift starts and ends at different times of the …

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Antecedents Of Emotional Labor And Job Satisfaction In The Hospitality Industry, Valeriya Shapoval Jan 2016

Antecedents Of Emotional Labor And Job Satisfaction In The Hospitality Industry, Valeriya Shapoval

Electronic Theses and Dissertations

It is a general policy in the hotel industry that all the service should be provided in the friendly and a professional manner. The first smile of a front desk clerk or a wait staff can make a difference in customer satisfaction and loyalty. A service quality is becoming more important with increase of competitiveness among hotels and hotel brands. A process of regulating positive emotions for an organization is called Emotional Labor (EL) (Grandey, 2000). While essential for the hospitality industry, empirical research on EL is very limited, and research on EL during stressful situations is almost nonexistent. To …

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The Effect Of Brand Diversification And Systematic Risk On Firm Shareholder Wealth: The Case Of Brinker International, Inc., Abdullah Makki Jan 2016

The Effect Of Brand Diversification And Systematic Risk On Firm Shareholder Wealth: The Case Of Brinker International, Inc., Abdullah Makki

Electronic Theses and Dissertations

Divestiture activity within the restaurant industry has increased in the last twenty years, however there is a dearth of research investigating the subsequent effects of the phenomenon. In particular none of the studies in the literature, have specifically examined the effects of restaurant firms' brand diversification strategies and systematic risk on shareholder wealth when controlling for divestiture completions. This research extends the knowledge from previous work on corporate unbundling and brand diversification strategies to the unique restaurant industry. Drawing on agency theory, the long- and short-term effects of the resulting brand diversification levels on firm shareholder wealth following a divestiture …

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The Role Perception Of Organizational Citizenship Behavior In The Japanese Hospitality Industry: Culture-Based Characteristics And Generational Difference, Yoko Negoro Jan 2016

The Role Perception Of Organizational Citizenship Behavior In The Japanese Hospitality Industry: Culture-Based Characteristics And Generational Difference, Yoko Negoro

Electronic Theses and Dissertations

Although a substantial amount of research on Organizational Citizenship Behavior (OCB) has been conducted, little is known about it within the context of the Japanese hospitality industry. While OCB is generally considered to be beyond ordinary job duties (extra-role), some researchers suggest that Japanese employees view OCB as part of their job (in-role). However, theoretical explanation for this phenomenon is still scant. This research aims to examine how culture-based organizational characteristics (workplace harmony and customer orientation) and generation influence the role perception of OCB among Japanese hospitality employees. An online survey was developed and distributed to hospitality employees working in …

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The Effect Of Employee Behaviors On Consumers' Emotions And Behavioral Intentions In Positive Service Encounters, Yoshimasa Kageyama Jan 2016

The Effect Of Employee Behaviors On Consumers' Emotions And Behavioral Intentions In Positive Service Encounters, Yoshimasa Kageyama

Electronic Theses and Dissertations

Focusing on positive service encounters, this study examined the relationships among employee behaviors, customers' positive emotions, and subsequent customer behaviors. A comprehensive framework of positive service encounters and ten hypotheses were developed based on an in-depth literature review and an application of the theory of cognitive appraisal and the theory of positive emotions. The dissertation employed a survey design with measurements from previous research and collected data with Amazon Mechanical Turk. The target sample (N=299) was individuals that had a positive interaction with an employee at hotels over the last six months. The Structural Equation Modeling results suggested that employees' …

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Tourist Responses To Potential Climate Change Impacts And Adaptation Measures In Florida's Coastal Destinations, Roberta Atzori Jan 2016

Tourist Responses To Potential Climate Change Impacts And Adaptation Measures In Florida's Coastal Destinations, Roberta Atzori

Electronic Theses and Dissertations

Some of the most vulnerable areas across the world have started experiencing the consequences of climate change, with action to deal with it long overdue. Florida, one of the most visited tourist destinations in the world, holds one of the most 'unenviable' positions in terms of its vulnerability to climate change with the effects already visible, particularly on its coastal areas. Climate is one of the major factors in affecting travel motivations and destination choice, and as such the implications of climate change for tourist behavior and demand patterns are significant. Beside the physical impacts of climate change, society's perception …

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Meeting Planner Loyalty To Convention Service Managers: An Investigation Of Emotional And Functional Competence In The Business-To-Business Exchange, Michelle Holm Jan 2016

Meeting Planner Loyalty To Convention Service Managers: An Investigation Of Emotional And Functional Competence In The Business-To-Business Exchange, Michelle Holm

Electronic Theses and Dissertations

The current state of literature surrounding the business-to-business (BTB) exchange in the meetings, incentives, conventions, and events (MICE) industry is limited. Likewise, the manner in which meeting planners forge their intentions to repurchase was unknown until the present study was conducted. The following research focused on the role of the hotel convention service manager (CSM) in the BTB exchange with the meeting planner to understand the role they play in the meeting planner's decision to repurchase. Since hotel CSMs have not been assessed in previous literature, one of the major contributions of this study was that it established a set …

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Team Cohesion In The Restaurant Industry: The Influence Of Core Evaluations, Marissa Orlowski Jan 2016

Team Cohesion In The Restaurant Industry: The Influence Of Core Evaluations, Marissa Orlowski

Electronic Theses and Dissertations

Team cohesion has been clearly established in the literature as an essential component of effective work teams, yet little research has been conducted in regard to what factors lead to cohesion within a restaurant management team. What is currently known about the antecedents of cohesion indicates that it emerges from individual team member attitudes and perceptions as a collective property of the team. This, in turn, suggests cohesion is influenced by the dispositional traits of team members. The core evaluations construct, which represents a model of dispositional traits existing within each individual at the most basic level, offers implications for …

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Are Travel Purchases More Satisfactory Than Nontravel Experiential Purchases And Material Purchases? An Exploratory Study, Galia Fuchs, Po-Ju Chen, Abraham Pizam Nov 2015

Are Travel Purchases More Satisfactory Than Nontravel Experiential Purchases And Material Purchases? An Exploratory Study, Galia Fuchs, Po-Ju Chen, Abraham Pizam

Rosen Faculty Scholarship and Creative Works

Satisfaction derived from purchases can affect one's happiness and quality of life. Previous studies illustrated that this effect is not equal across purchase categories. Specifically, experiential purchases were found to bring more satisfaction and happiness to consumers than material purchases. However, these comparison studies treated a variety of experiential purchases as one homogeneous category regardless of their nature of consumption. Therefore, the purpose of this study was to bridge this gap and to assess the difference in the level of satisfaction among the three purchase categories: material, travel (composite event experiential purchases), and nontravel experiential purchases (single event experiential purchases). …

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Moderating The Impact Of E-Commerce Expenses On Financial Performance In Us Upper Upscale Hotels: The Role Of Property Size, Agnes L. Defranco, Cristian Morosan, Nan Hua Sep 2015

Moderating The Impact Of E-Commerce Expenses On Financial Performance In Us Upper Upscale Hotels: The Role Of Property Size, Agnes L. Defranco, Cristian Morosan, Nan Hua

Rosen Faculty Scholarship and Creative Works

The heavily fragmented hotel industry, embracing the changes in their guests’ use of electronic devices, has spent considerable resources to incorporate electronic commerce (e-commerce) practices. The extant literature offers inconclusive findings with regard to the effect of e-commerce on firm performance, especially when firm size is considered. Given the high fragmentation of size in the hotel industry, understanding its role in the deployment of e-commerce could result in substantial benefits for both hotel firms and consumers. Using the financial performance of 689 observations of over 110 hotels during 2007 to 2012, this study finds that e-commerce expenses positively impact firm …

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Consumer Reviews And The Creation Of Booking Transaction Value: Lessons From The Hotel Industry, Edwin N. Torres, Dipendra Singh, April Robertson-Ring Aug 2015

Consumer Reviews And The Creation Of Booking Transaction Value: Lessons From The Hotel Industry, Edwin N. Torres, Dipendra Singh, April Robertson-Ring

Faculty Scholarship and Creative Works

In recent years, much has been said about online consumer-generated feedback. Concern typically emerges regarding consumer decision-making as well as the preservation of an organization's image. Additionally, a company's financial performance can be affected by customer online ratings. The present study explores the impact of a hotel's rating and number of reviews on the value generated through online transactions. Through collaboration with consulting company Travel Click, the research team gathered a sample of 178 hotels representing various companies and brands within the United States. Research results demonstrate that TripAdvisor ratings as well as the number of reviews had positive relationship …

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The Use Of Consumer-Generated Feedback In The Hotel Industry: Current Practices And Their Effects On Quality, Edwin Torres, Howard Adler, Carl Behnke, Li Miao, Xinran Lehto Jul 2015

The Use Of Consumer-Generated Feedback In The Hotel Industry: Current Practices And Their Effects On Quality, Edwin Torres, Howard Adler, Carl Behnke, Li Miao, Xinran Lehto

Faculty Scholarship and Creative Works

Consumer-generated feedback is hard to ignore these days. Word-of-mouth has expanded beyond a customer’s immediate friends and family; with the help of technology it reaches thousands of current and prospective guests. In light of this, scholars and practitioners are exploring the subject of consumer-generated feedback. Today, most of the research regarding this subject focuses on the use of consumer-generated feedback to make purchase decisions. In contrast, the present study explores the use of such information for the purposes of improving hotel operations. This article examines the amount of value placed on consumer-generated feedback, the relative importance placed on positive and …

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Women At A Music Festival: Biological Sex Defining Motivation And Behavioral Intentions, Robertico R. Croes, Seung Hyan Lee Jun 2015

Women At A Music Festival: Biological Sex Defining Motivation And Behavioral Intentions, Robertico R. Croes, Seung Hyan Lee

Rosen Faculty Scholarship and Creative Works

This study aims to assess whether biological sex impacts motivation and experience at a music festival in Curacao and is premised on different consumption behavior induced by biological sex. Differences in motivations and behavioral intentions based on biological sex were observed. The study further revealed that biological sex plays an important role in framing the experience and behavior intentions of the female segment. This finding is relevant as females are becoming an important mainstream at music festivals and travel and leisure consumers. Biological sex as a predictor of motivation and behavioral intentions has wider effects than just increasing demand; it …

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Analysis And Implications Of Guest Attitudes Towards Queuing In Theme Parks, Austin Lemaster May 2015

Analysis And Implications Of Guest Attitudes Towards Queuing In Theme Parks, Austin Lemaster

HIM 1990-2015

Queue lines are a fundamental inevitably of the modern theme park. Parks have begun to introduce various systems for combating the normal queue, some of which are at no extra cost to guests and some of which are an extra cost. These systems feature a variety of methods by which guests can bypass the normal queue and enter one featuring a minimal wait. Parks have also started to introduce elements within queues that make waiting in them easier and change guests’ perception of time, thus making the waits seem shorter. This thesis attempts to determine the attitudes of guests towards …

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The Influence Of Others On The Vacation Experience: An Ethnographic Study Of Psychographics, Decision Making, And Group Dynamics Among Young Travelers, Edwin Torres Feb 2015

The Influence Of Others On The Vacation Experience: An Ethnographic Study Of Psychographics, Decision Making, And Group Dynamics Among Young Travelers, Edwin Torres

Rosen Faculty Scholarship and Creative Works

The vacation experience is often enjoyed in the company of others. Whereas scholars have focused on the consumer behaviors of mature travelers, young travelers have received less attention. The present study explores customer-to-customer interactions among young travelers (in their 20s and 30s) within a European tour-group setting. Furthermore, it attempts to understand the influence such travelers have on one another. The decision-making patterns, role of the tour guide, group dynamics, and psychographic preferences are studied from an ethnographic approach. Results indicate that the young travel segment is not as homogeneous as previously conceived. Notable differences in activities, interests, and opinions …

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Tourism Potential To Benefit The Poor: A Social Accounting Matrix Model Applied To Ecuador, Robertico Croes, Manuel A. Rivera Jan 2015

Tourism Potential To Benefit The Poor: A Social Accounting Matrix Model Applied To Ecuador, Robertico Croes, Manuel A. Rivera

Rosen Faculty Scholarship and Creative Works

The study examines the distributional effects of tourism expansion applying a Social Accounting Matrix model to the case of Ecuador. Specifically the study examines what share of tourism expansion benefits poor people. The study finds that tourism has large multiplier effects on the Ecuadorian economy and has the potential for substantial benefits to the poor. The study also found that distributional effects of tourism development are spread across all household incomes in both urban and rural areas benefiting the lowest and low households the most. Tourism has the potential of reducing inequality and is pro-poor in the case of Ecuador. …

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The Internationalization Benefits Of A Music Festival: The Case Of The Curacao North Sea Jazz Festival, Manuel Rivera, Kelly Semrad, Robertico Croes Jan 2015

The Internationalization Benefits Of A Music Festival: The Case Of The Curacao North Sea Jazz Festival, Manuel Rivera, Kelly Semrad, Robertico Croes

Rosen Faculty Scholarship and Creative Works

A longitudinal research design was used to assess the potential internationalization benefits that may occur when hosting a music festival in a small island destination. A macroeconomic analysis was used to assess these benefits. The results reveal that a music festival may make a positive economic impact and provide internationalization benefits for a small economy under the eclectic paradigm and the OLI Framework. The study contributes to the understanding of music festivals as a strategic resource to enhance the competitiveness of small island destinations.

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Destination Competitiveness: A Comparative Study Of Hong Kong, Macau And Singapore, Louise Todd, Anna Leask, Alan Fyall Jan 2015

Destination Competitiveness: A Comparative Study Of Hong Kong, Macau And Singapore, Louise Todd, Anna Leask, Alan Fyall

Rosen Faculty Scholarship and Creative Works

This article presents a comparative study of the destination competitiveness of Hong Kong, Singapore, and Macau and those strategies developed to enhance their future positions in the global destination “marketplace.” The methodology adopted is secondary in nature in that a critical review of the existing literature was conducted along with a synthesis of current practices across the three city-state destinations. The 15 Cs Framework provides the research parameters for the study in that it advocates an inclusive approach to those challenges and opportunities facing destinations as they seek to enhance their overall competitiveness. In particular, the study explores the specific …

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Conditions Associated With Increased Risk Of Fraud: A Model For Publicly Traded Restaurant Companies, Elizabeth Yost Jan 2015

Conditions Associated With Increased Risk Of Fraud: A Model For Publicly Traded Restaurant Companies, Elizabeth Yost

Electronic Theses and Dissertations

The central focus of this dissertation study is to understand the impact of the Sarbanes-Oxley Act and the factors that contribute to increased risk of fraud in order to determine why fraud may occur despite the imposed regulation of the Sarbanes-Oxley Act. The main premise of the study tests the application of the fraud triangle framework constructs to publicly traded restaurant companies during the time period of 2002-2014, using proxy variables defined through literature. Essentially, the study seeks to identify the factors that may provide the optimal criteria to engage in fraudulent or opportunistic behavior. The fraud triangle theoretical framework …

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The Dick Pope Sr. Institute For Tourism Studies, Marketing Flyer, Robertico R. Croes Jan 2015

The Dick Pope Sr. Institute For Tourism Studies, Marketing Flyer, Robertico R. Croes

Dick Pope Sr. Institute Publications

This pamphlet describes mission and services of the Dick Pope Sr. Institute for Tourism Studies.

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The Five E'S In Festival Experience In The Context Of Gen Y: Evidence Form A Small Island Destination, Manuel Rivera, Kelly Semrad, Robertico Croes Jan 2015

The Five E'S In Festival Experience In The Context Of Gen Y: Evidence Form A Small Island Destination, Manuel Rivera, Kelly Semrad, Robertico Croes

Faculty Scholarship and Creative Works

The purpose of this study is threefold. First, to test the experience economy framework in the context of a small island destination (SID) in order to determine if a music festival may be used as an experiential product to lure a cohort replacement. Second, to examine a music festival's experiential domains that may influence the overall experience of Generation Y (Gen Y) tourists. And, third to determine if the overall experience of Gen Y tourists who attend a music festival may predict their behavioral intentions to return to and recommend a SID. The study investigates whether a music festival may …

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