Hospitality Administration and Management Commons^™

Customer Satisfaction Index Of Singapore 2015: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, 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. The fourth quarter results mark the end of measurement for CSISG 2015. Singapore’s 2015 national score was computed using the data collected during these four quarters.

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 …

Trends In Product Development – The Supermarket Shelf Revisited, Anna Cruickshank

Other resources

In a rapidly changing environment the survival of the food service industry and the food retail markets depend to a large extent on their capacity to develop and market new or radically improved products. The identified product development tends provide insight into the new and novel food products available to facilitate the growing demands of the food industry in Ireland and the ever-changing fashions in food requirements world-wide.

Service, Sale And Marketing Of Alcohol For The Tourism, Hospitality And Retail Industries, James Peter Murphy

Conference papers

The responsible service, sale and marketing of alcohol for the tourism, hospitality and retail industries is crucial those working in the tourism, hospitality, culinary arts and retail industries including those in supervisory and management positions. This presentation explored a wide range of topics associated with sale and service of alcohol in these inter-related industries. Its aim was to provide attendees with a greater awareness of the effects of alcohol, and of their moral and legal obligations to act responsibly when supplying alcohol beverages or when dealing with alcohol misuse in their respective workplace. This presentation was also created to coincide …

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 …

State Lotteries And The New American Dream, Jonathan D. Cohen

Occasional Papers

This paper analyzes state lotteries in the economic and cultural context of the late twentieth century. As access to traditional meritocratic advancement declined, many Americans perceived lotteries as new means of attaining increasingly elusive upward mobility. Their turn to lotteries was facilitated by grassroots coalitions as well as lottery advertisers who claimed lotteries as effective means of making money. The relationship of lotteries and social mobility reveals the full implications of lottery playing in the United States and the reasons this form of gambling has assumed new importance as providing access to the American Dream.

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

2010-2016 Archived Posters

This multiple case study using census sampling was to explore motivational strategies three hotel general managers used for enhancing employee performance in South Florida. The findings revealed that recognition and guest satisfaction unveiled a positive effect on employee performances and community engagement gave employees reasons to perform well.

The Economic Impact Of The 2015 Big Nac Music Festival, Brandon Wade Chaddick

School of Human Sciences Research Showcase

Infrastructure is what drives small towns in the United States. Defined as “the basic, underlying framework of a system or organization” (The Free Dictionary, 2015), the infrastructure of a small town encapsulates the various roads, businesses, schools, and factories involved with providing the town with economic stability. Unfortunately, in the years following the United States’ economic downturn, this stability has been severely altered. Thus, in an effort to maintain their economies, many small towns are learning to adapt and innovate to protect and nurture their resources. Such innovations include fairs, meetings, conventions, and, the focus of this study, events.

The Crucial Impacts Of College Campus Visits, Jennifer Moore

School of Human Sciences Research Showcase

When a prospective student begins visiting college campuses to start narrowing down their future plans, it can be quite a challenge for schools to make the biggest impact. People are constantly researching what stands out and has the biggest influence on enrollment. The purpose of this study was to determine which of the campus visit options had the biggest influence on the students’ decision to attend SFASU. The 3 options were Showcase Saturday, Regular Campus tours or both. Majority attended Showcase Saturday followed by regular campus tours and the rest attended both.

Best Practices Developing Service Learning Protocol For Hospitality Administration, Mary Olle, Chay Runnels, Gina Fe Causin, Todd Barrios

Faculty Publications

Developing Service Learning Protocol for students in the Hospitality Administration program at Stephen F. Austin State University provides an opportunity for students to experience these values such as networking, commitment, and building self-confidence. In 2015 SFA Hospitality Administration faculty made a decision to institutionalize service learning throughout their program. This presentation discusses its implementation.

Bali Bar, Aruba Caribbean, Hotel And Casino, Aruba Caribbean Hotel And Casino

Hotel Menus

No abstract provided.

Exploring The Motivations Of Tourism Social Entrepreneurs: The Role Of A National Tourism Policy As A Motivator For Social Entrepreneurial Activity In Ireland, Ziene Mottiar

Articles

Purpose – The purpose of this paper is to examine the motivations of social entrepreneurs. It explores the case of the Gathering in Ireland in 2013, when against a backdrop of recession, the national Government encouraged individuals and communities to organize events and invite the Diaspora to visit Ireland as a way of helping the country to revitalize. Some 5,000 events took place across the country during the year, and this paper examines this in the context of social entrepreneurship. Three research questions are posed: Who were these tourism and social entrepreneurs who organized events as a result of the …

The Chart House Restaurant : Dinner Menu, The Chart House Restaurant, Dingle, Co. Kerry

Menus of the 21st Century

Jim McCarthy’s attractive stone-built restaurant has been one of Dingle’s favourite dining destinations since opening in 1997.

Harvey's Point : Tasting Menu, Harvey's Point Restaurant

Menus of the 21st Century

Restaurant at Harvey's Point, Donegal Town.

The Restaurant at Harvey's Point was included in a list of the top 10 restaurants in the country by TripAdviser Traveller's Choice Awards.

Owned & managed by the Gysling family since 1989

The Global Village Restaurant, The Global Village Restaurant : Dingle

Menus of the 21st Century

No abstract provided.

Hospitality News, Winter 2015-2016, School Of Hospitality - Providence

College of Hospitality Management Newsletter

No abstract provided.

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 …

Arts In The Hotel Industry: Bridging Creative And Financial Goals For A Twenty-First Century Experience, Yookyoung Kong

MA Projects

The hospitality landscape of cities has changed significantly in recent years: hotels are themselves destinations. The trend is to manage atmospheric interior yet not overwhelming the area with pieces. However, the fine line separating art and design has become increasingly blurry. This article will analyze the implications of displaying world-class contemporary art in hotels. In essence, art has the potential to transform the industry even further. It could even be said that exhibitions can be a boon to hotel business. Furthermore, this paper demonstrates that the emergence of boutique and life hotels will facilitate the movement of displaying artwork in …

Food Tourism In Ireland: An Exploration Of The Role Of Food Tourism In Cultural Sustainability, Lisa O'Riordan

Theses

Previous research proposes that food tourism is a medium through which traditions can be maintained, as well as a conduit through which authentic culture can be experienced (Fox, 2007; Henderson, 2014; Okumus et al, 2007). Food tourism is also advocated as a sustainable means of environmental, economic and sociocultural development (Everett and Aitchison, 2008; Montanari and Staniscia, 2009). The unique focus of this research study is the role food tourism plays in cultural sustainability in Ireland, specifically, in Kinsale, the English Market and Dingle. In particular, this study draws on the viewpoints of thirty three food tourism representatives on the …

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 …

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 …

Franchising As It Relates To The Hospitality Industry, Cassidy R. Morgan

Honors Theses and Capstones

No abstract provided.

University Lodging Demand: An Analysis Of Its Stability And Guidance For Estimating Its Growth Potential At The Market Level, John O'Neill

ICHRIE Research Reports

This translational research study analyzes university-related lodging demand over a 24-year period through 2013. In so doing, this research project focuses on 27 university towns in an attempt to best isolate the dynamics of lodging supply and demand related to universities. Also, the study compares the supply and demand in university towns to U.S. averages and to similarly-sized cities that are not dominated by a university. This study finds that lodging demand in university towns is more stable than both U.S. averages and to similarly-sized small cities. This study also evaluates factors that hotel developers and analysts should consider when …

Where Is It Going? An Overview Of Technology Decision Makers’ Perceptions In The U.S. Lodging Industry, Mehmet Erdem

ICHRIE Research Reports

This study has attempted to examine and document perceptions and opinions of hotel executives about issues and trends in information technology. Respondents have a wide variety of titles including CEOs, owners, and general managers of numerous different properties in lodging industry. The results of this study provide empirical evidence to substantiate current technology issues and trends within the lodging context. The results shows that hotel executives have recognized the importance of connectivity between hotel guests and hotel technologies. Findings in this study offers an opportunity to examine the status quo of technology’s influence on the U.S. lodging industry. It is …

Motivation, Place Attachment, And Loyalty In A Country Club, Jim Butler, Jo Jung Lee

ICHRIE Research Reports

Introduction

Club members are the lifeblood of the private country club business. However, country club research is understudied because of the private nature of the business and lack of recognition of studying members’ behaviors in the club. The research investigated the relationship between motivation of joining factors of members in a private country club, place attachment of members to the club, and membership loyalty to the country club. The study also examined the effects of demographic factors in motivation, forming place attachment, and loyalty to the club.

Relevance and Significance of the topic

Private country clubs, an important part of …

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 …

Peer Guides Deliver Popcorn And More At The University Of Nebraska-Lincoln, Joan Barnes

University of Nebraska-Lincoln Libraries: Faculty Publications

In recent years, one of our key strategic goals at the University of Nebraska-Lincoln (UNL; http://libraries.unl.edu) has been to transform into a more student-centered library by creating a more inviting and comfortable environment for study, collaboration, and academic programming. To accomplish this goal, we needed feedback from students, which meant we had to develop formal, and informal, ways to engage , them. As a member of the User Experience and Student Success Team, in August 2014, I was given the responsibility of coordinating a new initiative called the Peer Guide Program. The plan was that I'd hire undergraduate students to …

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 …

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' …

Tales From The Pit: Casino Table Games Managers In Their Own Words, David Schwartz

UNLV Gaming Press Books

Dealing in a casino presents challenges and rewards not seen in many workplaces. With hundreds of thousands of dollars at stake every minute, casinos are high-stress workplaces. Managing a casino workforce brings stresses of its own.