Hospitality Administration and Management Commons^™

Customer Satisfaction Index Of Singapore 2018: 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 2018. Singapore’s 2018 national score was computed using the data collected during these four quarters.

The Impact Of Maryland’S Global Reimbursement System On Patient Satisfaction: A One-Way Analysis Of Variance, Richard Blanco-Topping

Faculty Dissertations

Abstract The quality and cost of health care services have been of significant concern for many years for policymakers and healthcare leaders. New payment models such as the global payment model and the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey instrument were introduced to assess and improve the national healthcare system. However, the impact of the global payment model on patient satisfaction of care remains limited. The purpose of this study was to investigate if Maryland Global Payment Model impacts patient ratings of hospital care during and after the implementation of the model. The primary research question …

Marketing The Arts: A Comparative Analysis Of The Social Media Practices Of Select Performing Arts Centers, Lindsey Morin

Recreation, Parks, and Tourism Administration

Performing arts centers (PACs) provide a cultural hub that aids in increasing civic engagement and social capital within a community. Attendance in the performing arts has been on the decline, which threatens the cultural richness of communities across the country. The purpose of this study was to examine the social media marketing practices of select California performing arts centers. The PAC, San Luis Obispo, San Diego Symphony and Segerstrom Center for the Arts were selected to be examined in this study. This was done by strategically analyzing the Facebook, Instagram and Twitter accounts for each of the three PACs utilizing …

An Approach To Determining Customer Satisfaction In Traditional Serbian Restaurants, Florentin Smarandache, Dragisa Stanujkic, Darjan Karabasevic, Edmundas Kazimieras Zavadskas, Fausto Cavallaro

Branch Mathematics and Statistics Faculty and Staff Publications

The aim of this paper is to make a proposal for an easy–to–use approach to the evaluation of customer satisfaction in restaurants. In order to provide a reliable way to collect respondents’ real attitudes, an approach based on the use of smaller number of evaluation criteria and interactive questionnaire created in a spreadsheet file is proposed in this paper, whereby an easy-to-understand and simple-touse procedure is proposed for determining weights of criteria. In addition to the said, the proposed approach applies the simplified SERVQUAL-based approach, for which reason a simplified version of the Weighted Sum Method based on the decision …

Expert Commentary On Sports Betting Post-Paspa, Becky Harris

International Gaming Institute Faculty Research

Becky Harris, appointed by former Nevada Governor Brian Sandoval (2011-2019), served as the first female Chair of the Nevada Gaming Control Board from January 2018 to January 2019. Harris was the first Chair to propose regulations addressing workplace sexual harassment. Prior to serving as Chair, Harris served in the Nevada Legislature for the 2015 and 2017 legislative sessions.

Organizational Alignment And Employee Job Satisfaction In An Eb-5 Hotel, Valentina Naumenko, Robert R. Schaller

Journal of Global Business Insights

The hospitality industry of the United States continues to thrive and grow each year with millions of tourists and business visitors. Florida, and specifically Orlando are leaders in U.S. tourist destinations. The industry’s growth has been stimulated by foreign direct investment, including the EB-5 visa program, which in 2016 contributed almost $4 billion of inward capital investment. The hospitality industry receives one of the largest portions of total EB-5 investment, about 31%. Florida ranks 2nd to New York among a handful of other states that receive the most EB-5 investment. Because more and more hospitality organizations are financed by EB-5 …

Using The Mixed Methods Research To Model The Hotel Performance Measurement In Egypt: An Example From A Hotel Chain, Karam G. Zaki

Journal of Global Business Insights

The aim of this research is to propose a process dynamic model for measuring and benchmarking performance in hotel food and beverage operations. This model involves three sequential stages; first, identifying the existing performance measures used in hotels; followed by, calculating performance using Data Envelopment Analysis (DEA) and LINGO application; third, benchmarking the performance index. The research design involves a case study methodology with the choice of mixed methods. It uses 20 in-depth semi-structured interviews, group discussions, archival analysis, and direct observations. A panel data from 2007 until 2016 was obtained from the hotel cases to get performance calculations and …

Why Do Employees Break Rules? Understanding Organizational Rule-Breaking Behaviors In Hospitality, Ankita Ghosh, Cass Shum

Hospitality Faculty Research

This study explores employees’ organizational rule-breaking behaviors in the hospitality industry. Unlike the majority of hospitality literature which suggest rule-breakers are deviant, a growing stream of management research suggested that intentions behind rule-breaking behaviors among organizational employees include self-interest, to increase work efficiency, to help a subordinate or a coworker, and to provide good customer service. Our study extends the research on rule-breaking not only by studying the intentions of hospitality employee rule-breaking behaviors, but also by exploring the types of rules broken and the possible consequences of such behaviors. Eighty hospitality workers studying at a public university in the …

From Casino Wars To Casino Capitalism: Sovereignty And Gaming In Macau, Tim Simpson

Occasional Papers

In 1999, after nearly half a millennia of administration, Portugal returned the citystate of Macau to the People’s Republic of China, and it was designated a Special Administrative Region under the PRC’s “one country, two systems” regime. Less than a decade after the handover Macau was transformed into the world’s most lucrative site of casino gaming, and today the city is visited by more than 35 million annual tourists, the majority of whom are from mainland China. Macau’s remarkable economic expansion may be in part attributed to the city’s ambiguous sovereignty, an endemic characteristic which dates to the city’s founding …

Determinants Of Customer Satisfaction At The San Francisco International Airport, Ashok K. Singh, Myongjee Yoo, Rohan Dalpatadu

Hospitality Faculty Research

This study attempts to determine the overall satisfaction factors from airline passengers at the San Francisco International Airport (SFO), using the classification method of random forest. The analysis is based on the 2014 annual survey conducted by SFO that collects data on passenger demographics and satisfaction with airport facilities and services. Results of this study indicate that some service attributes are more important than others for passengers’ overall satisfaction at SFO. Study results are expected to provide practical insights to the airport industry. This study, in addition, introduces the machine learning method of random forest to tourism research.

Prosocial Rule-Breaking To Help Coworker: Nature, Causes, And Effect On Service Performance, Cass Shum, Ankita Ghosh, Anthony R. Gatling

Hospitality Faculty Research

We examine the nature, antecedents, and service performance consequence of employees’ prosocial rule-breaking behaviors with a motive to help coworkers (PSBC) in two studies. Using a qualitative exploratory study with a sample of 80 hospitality workers, we showed the prevalence of PSBC in the hospitality industry, which includes four unique forms. Next, we examined the causes and effect of PSBC by drawing on the social cognitive theory. We proposed that coworkers PSBC and employees’ moral courage interactively predict employee PSBC, which has a negative effect on service performance. We tested the hypotheses using a time-lagged survey study with a sample …

Study Of University Donor Recognition Event, April Smith, Sarah Sargent, Gina Fe G. Causin, Mary S. Olle

Faculty Publications

Festivals, fairs, conventions, ballgames, concerts and fundraising activities are types of special events that individuals typically attend to participate in the festivities and enjoy with friends, family and colleagues (Causin & McCarthy, 2017; Causin et. al, 2010). Fundraising in higher education has been around for hundreds of years. In the early 1900’s, the driving motivator for fundraising was to provide funds for students specifically for housing expenses, books and food (Cook & Lasher, 1996).

Research has shown that donors are more likely to give when their contributions are made known to the public (Sheremeta & Samek, 2017). In an effort …

Dealing With White Privilege In The Hospitality Workplace, Ashley Camarillo, Jasmine Edwards

School of Human Sciences Research Showcase

White privilege is defined as inherent advantages possessed by a white person on the basis of their race in a society characterized by racial inequality and injustice. White privilege is the societal privilege that benefits people whom society identifies as white in some countries, beyond what is commonly experienced by non-white people under the same social, political, or economic circumstances. In researching articles about white privilege in the workforce, we learned that this is very apparent in every workplace. In reading these articles, we found out that Caucasian people are not very aware of their white privilege, while people of …

Hospitality Fighting Against Sex Trafficking, Ashley Camarillo

School of Human Sciences Research Showcase

Sex trafficking is defined as “a commercial sex act that is induced by force, fraud, or coercion, or in which the person induced to perform such act has not attained 18 years of age or the recruitment, harboring, transportation, provision, or obtaining of a person for labor services, through the use of force, fraud, or coercion for the purpose of subjection to involuntary servitude, peonage, debt bondage, or slavery” (USC, Title 22, Chapter 78, 7102, Sec. 9A and B). Whether we realize or not, sex trafficking is looming specifically in hotel and lodging facilities. The ease of traffickers to use …

Stereotypes Within The Hospitality Industry, Shelby Becker, Joli Ballew, Nikki Acayan

School of Human Sciences Research Showcase

Stereotypes are present in our day to day lives as microaggressions towards people of different diversity subgroups. These stereotypes are toxic to the workplace in any industry, but especially in the hospitality industry. In a business that revolves around global travel, it’s imperative that stereotypes do not have a place in the day-to-day operations. Hospitality is an industry in which having an open mindset and welcoming people who are different from you needs to be the standard. People are not defined by titles or skin color, they deserve the chance to define themselves.

Sustainability In The Housekeeping Department Of A Lodging Facility, Samantha Kimball

School of Human Sciences Research Showcase

Sustainability is a trend that has increased tremendously in today’s society. It is especially important in finding ways to go green, and to help the environment be cleaner and healthier. This comes to show in the hospitality industry especially in the lodging industry. The study consists of two surveys: one that is sent out to the different hotel managers in the Nacogdoches area and another that students in a hospitality course take based on their previous stay in a hotel.

Working With People From The Middle East, Savannah Holbrook, Erin Keir, Samantha Kimball

School of Human Sciences Research Showcase

People from the Middle-East encounter a lot of issues in American society. They encounter public humiliation, religious oppression, and violence in many ways. In this assignment we looked at the cause, effect, and resolution of integrating Middle Eastern people into the hospitality workforce. Within our research, we want to look at what the common misconceptions of Middle Eastern people are, what the culture entails, and how businesses in the United States can be more inclusive to Middle Eastern workers.

Working With Older Workers, Walter Orocio, Alexandra Mulvey, Duy Nguyen

School of Human Sciences Research Showcase

The workforce is aging as baby boomers move toward retirement. Younger employees and managers need to motivate and manage older workers in a way where they can work well with others and be used to their full potential. Both generations have very different views of the other and can learn a lot from each other. Both generations need to take the lead and create the climate in which older workers will remain engaged and productive. Younger employees need to throw out all assumptions that they have about older workers. Both generations need to get rid of their stereotypes in order …

Working With People With Disabilities, Victoria Wentzel, Christopher Toppeto, Patrick Winfield

School of Human Sciences Research Showcase

Not everyone is created equally, but they should be treated as such. In this study we have found that through corrective lenses, seeing eye dogs, prosthetics, and many other methods, those with disabilities can lead normal lives. “...being told “you can’t do that,” …takes a toll on the self-esteem…” (Thomas 2016). We seek to change the way people see those with disabilities from one of something that’s broken or beyond repair to one where they are colleagues and friends amongst the workplace.

Working With Latinos, Monique Lampkin, Maysara Mainor, Stacy Kolander

School of Human Sciences Research Showcase

For this article, our topic was “Working with Latinos/Hispanics”. We used social media, search engines such as google, worldly news, and other scholarly articles to research this topic. What we concluded was that many people had a stereotypical idea of what working with latinos was like. Many people don’t realize the cultural difference that America has in the workplace compared to other countries. As well as, the stereotyped idea of what jobs Latino/Hispanics work, how they carry out those jobs, and the struggles they face in those workplaces. In this paper we will discuss more, in detail, about what it …

Working With Native Americans, Rachel Strauss, Klaire Timmins, Shannon Taylor

School of Human Sciences Research Showcase

No abstract provided.

Working With Asians And Asian-American In The Hospitality Workforce, Alvaro Gutierrez-Frausto, Ryan Hall, Haley Harp

School of Human Sciences Research Showcase

After assessing what barriers are in place that impede the success of Asians and Asian-Americans, content analysis was utilized to determine what could be done to alleviate these issues. One of the bigger issues that came up frequently was the lack of advancement opportunities given to people in these communities. Over 25% of the workforce is a part of this demographic but only 11% are either executives or managers. When Asian people are put into positions of power they are often put there to fix an underlying issue or “go down with the ship”. This puts these executives in a …

Dining Out, Máirtín Mac Con Iomaire

Books/Book Chapters

Dining out during the 1980s in Ireland could be summarised gastronomically by prawn cocktails, Chicken Maryland, Black Forest gateau and bottles of Blue Nun or Mateus Rosé. All this changed with the Celtic Tiger when the Irish public was introduced to Caesar salad, tomato and fennel bread, tapenade and Chardonnay. From 1989 to 1993, Restaurant Patrick Guilbaud was like a lone beacon of consistency in the Irish edition of the Michelin Guide. However, in 1994, five Michelin stars were awarded on the island of Ireland. Change was afoot. Many young Irish chefs and waiters emigrated during the 1980s although some, …

How Do Consumers Book Their Hotel Reservations? A Pilot Study, Charlotte Kasper

Senior Capstone Projects

Given the variety of options of methods available today, the pilot study is examining just computer, smartphone app, or telephone. Respondents also have the option of making a reservation directly with the brand hotel that they wish to stay with or making the reservation through other means. Originally hypnotized that respondents would make their reservations through an online travel agency using their smartphone app; over all respondents prefer to book directly with the hotel using a web browser. This study does indicate that there is potential for future study to take the survey a step further to ask more of …

Premier: The Magazine Of The Unlv Harrah College Of Hospitality, Tony Allen, Matt Jacob, Nicole Schultz, Cate Weeks

Premier: The Magazine of the UNLV Harrah Hotel College

No abstract provided.

The Influence Of Employer Branding In Talent Management In The Hotel Industry, Donagh Davern, Leo Jago, Margaret Deery

Irish Business Journal

This paper aims to explore the influence of employer branding in attracting and retaining talented employees, with a particular focus on millennial staff. The paper reviews literature in the area of talent management, employer branding and the millennial generation in the hotel industry and draws on the results of interviews with hotel General Managers. At a time when there is a shortage of talent to fill available positions in the hotel industry, this paper seeks to give hoteliers an improved understanding of the concepts of talent management and employer branding and their usage in the attraction and retention of staff, …

An Investigation Into The Management Of Branding In Irish Artisan Food Businesses, Daniel David Hickey

Theses

A consumer’s lifestyle is busier now then in the past and is moving towards products that reduce preparation and cooking times (Bia, 2015). The demand for value added convenience products has created opportunity for the Artisan food sector. This has lead to the expansion of food Small Medium Enterprises (SME’s) in Ireland. There were 235 specialty food producers in Ireland in 2018, a 2.7% increase on the previous year. SME’s are growing in popularity among consumers but there is very little research been completed into Irish SME’s. A 2016 study by Kennedy and Wright identified that the area is scant …

The 2018 Muslim Pilgrimage To Mecca: Application Of Grunig’S Theory Of Excellence Two-Way Communication Efforts To Avoid A Crisis, Saud A. Alsulaiman, Terry L. Rentner

International Crisis and Risk Communication Conference

Every year, millions of Muslims converge in the Kingdom of Saudi Arabia (KSA) to perform the Hajj pilgrimage. So how does a government prepare for a potential crisis when hosting an event of this magnitude? A content analysis guided this study on crisis communication strategies taken by the Saudi government before, during, and after Hajj 2018 and how Saudi Arabia utilized the media to deliver proactive messages to ensure a successful Hajj season. The study found that the government created and built a positive image in the media through the use of effective management, preemptive messages, and multiple communication channels.

From Dreaming To Believing: A Review Of Consumer Engagement Behaviours With Brands’ Social Media Content Across The Holiday Travel Process, Dean Creevey, Etain Kidney, Glenn Mehta

Articles

This paper reviews social media user engagement behaviours with brands and proposes a new stage within the travel process. Specifically, the pre-trip stage is examined and investigation into a two sub-stage split is proposed; pre-purchase and post-purchase. Dubbed the Believing phase, this paper calls for research into the patterns of engagement behaviour towards hotel brands’ content at this currently under-researched stage. Current social media-focussed research examines influence on purchasing decisions of users, social media usage on-site, and post-trip evaluation. There remains a conceptual gap highlighting the behavioural patterns of users during the period between initial purchase and subsequent departure.

Matching Reviewers To Customers: The Role Of Demographics And Preferences In Hotel Online Booking, Cheng Chu Chan, Long W. Lam, Cheris W. C. Chow, Lawrence Hoc Nang Fong, Rob Law

ICHRIE Research Reports

Travelers can easily refer to online reviews as a source of advice before booking a hotel; however, online reviews are not structured which make gathering useful information uneasy. What if online review sites can prioritize and direct the reviews that are most relevant to the customers and save them a lot of time? The value and usefulness of reviews are affected by the reviewers’ background. This study investigated whether customers tend to value the reviews written by similar people more than those written by dissimilar people. The first experiment showed that positive reviews increased consumers’ intention to book a hotel, …