Hospitality Administration and Management Commons^™

When Robots Say Sorry: Emotions, Apologies, And The Future Of Service Recovery, Ruby Hong Ngoc Nguyen, Ngoc Tran Nguyen, Murat Hancer

Rosen Research Review

The research by Nguyen, Tran Nguyen, and Hancer reveals how human–robot collaboration and apology styles shape customer retention after service failures. Using experimental scenarios, the study shows that robots can effectively lead recovery efforts—especially when paired with economic apologies—while human involvement enhances the impact of social apologies. Comfort emotions and continued robot usage mediate the path to loyalty, offering hospitality leaders a blueprint for designing emotionally intelligent service recovery strategies.

Reviews That Reveal Return: When Guest Feedback Becomes A Predictor Of Future Visits, Jeong-Yeol Park, Wookjae Heo, Jongwon Lee, Shinyong Jung

Rosen Research Review

The research by Park, Heo, Lee, and Jung reveals how online hotel reviews do more than express opinions—they predict whether guests will return. By blending the Theory of Planned Behavior with machine learning, the study uncovers how attitudes, social influence, and perceived control embedded in review language shape actual revisit behavior. This innovative approach transforms unstructured text into actionable insights, offering hospitality professionals a powerful new lens on customer loyalty.

Paws And Persuasion: How Dog Influencers Shape Hotel Booking Decisions, Wei Wei, Lu Zhang, Tianyu Ying, Yanyan Zheng

Rosen Research Review

The research by Wei, Zhang, Ying, and Zheng explores how pet influencers—specifically dog influencers on Instagram—impact hotel booking intentions. Through two experiments, the study reveals that message appeal (rational vs. emotional) interacts with audience characteristics like prior experience and perceived attractiveness of the pet influencer. Rational messages are more persuasive for less experienced travelers and when the pet influencer is perceived as less attractive. Emotional messages, while engaging, are less effective in these contexts. This research uncovers the nuanced power of pet influencer marketing and offers practical strategies for hospitality marketers seeking to tap into the booming “cute economy” of …

Intelligence Unleashed: How Generative Ai Is Rewriting The Rules Of Tourism Education And Research, Tarik Dogru, Nathana Line, Lydia Hanks, Fulya Acikgoz, Je'anna Abbott, Selim Bakir, Adiyukh Berbekova, Anil Bilgihan, Ali Iskender, Murat Kizildag, Minwood Lee

Rosen Research Review

The research by Dogru, Line, Hanks, Acikgoz, and colleagues explores how generative artificial intelligence (GAI) is transforming higher education and academic research in tourism and hospitality. From personalized learning to automated data analysis, GAI offers unprecedented opportunities— but also raises ethical and legal concerns. The study frames GAI as a disruptive innovation, challenging traditional models of teaching, authorship, and intellectual property. It calls for structural changes in curricula, transparent policies, and collaborative efforts to ensure responsible integration. With tools like ChatGPT already reshaping classrooms and research labs, this paper offers a timely roadmap for educators, researchers, and administrators navigating the …

Level Up Your Stay: How Energy-Saving Games Are Changing Green Hotel Loyalty, Aili Wu, Juhee Kang, David J. Kwun, Wei Wei

Rosen Research Review

The research by Wu, Kang, Kwun, and Wei reveals how gamification—specifically achievement-based energy-saving games—can transform hotel guests’ attitudes and behaviors toward sustainability. By integrating achievement-goal theory and the theory of planned behavior, the study shows that when guests feel challenged and motivated, they are more likely to engage in green practices and return to the hotel. Interestingly, perceived control over the game sometimes reduces revisit intentions, suggesting that too much ease can lead to boredom. Guests with prior green hotel experiences respond even more positively to gamified sustainability. This research offers a fresh perspective on how hotels can use game …

When Customers Collide Online: The Hidden Power Of Approval In Digital Service Failures, Wei Wei, Lu Zhang, Bobbie Rathjens, Sean Mcginley

Rosen Research Review

The research by Wei, Zhang, Rathjens, and McGinley reveals a surprising twist in how restaurant customers respond to online interactions after a service failure. When fellow customers chime in—either with support or mockery—their comments can dramatically shape how the original complainant feels, engages, and judges fairness. But the real game-changer? Whether the customer craves approval. Those with low need for approval react strongly to the tone of others’ comments, while high-approval seekers remain emotionally steady. This study uncovers the psychological undercurrents of electronic customerto- customer interaction (eCCI), offering fresh insights into empathy, justice, and digital engagement in hospitality.

Putting Humanity First In Service Robotics: For Me, Robotics Is About Giving Hospitality Teams The Breathing Room To Care More Deeply For People., Manuel Rivera, Cynthia Mejia

Rosen Research Review

In an engaging conversation with Juan Higueros, Co-Founder and COO of Bear Robotics, we explore his vision for human-centered robotics and how technology can empower hospitality teams to deliver deeper, more meaningful guest experiences.

Sky-High Expectations: How Drones And Emotions Are Reshaping Food Delivery In Africa, Frank Badu-Baiden, Weisheng Chiu, Eudora Hagan, Victor Anderson Hodibert

Rosen Research Review

The research by Badu-Baiden, Chiu, Hagan, and Hodibert unpacks the emotional, social, and psychological puzzle behind consumer acceptance of drone food delivery in Ghana. Using complexity theory and fsQCA, the study shows multiple adoption paths. Motivation, emotion, perceived risk, and social influence shape intention and willingness to pay. Positive emotions and usefulness drive interest, while privacy concerns and negative feelings hinder it. Trust and cultural context matter deeply.

Boarding By Biometrics: How Smart Technology Is Reshaping Passenger Experience, Xiaoting Chi, Frank Badu-Baiden, Seongseop (Sam) Kim, Junwei Cao, Elena-Nicoleta Untaru, Heekyoung Jung, Heesup Han

Rosen Research Review

The research by Chi, Badu-Baiden, Kim, Cao, Untaru, Jung, and Han explores how biometric boarding transforms airline travel. Using technology acceptance, agenda setting, and behavioral reasoning theories, the study reveals how ease of use, usefulness, media exposure, and attitudes shape adoption. Findings stress convenience, engagement, and targeted communication, with age and gender influencing responses. For airport managers and designers, the research offers practical strategies for secure, efficient, and passenger-centered boarding systems.

The Pleasure Principle: Why Enjoyment May Be The Missing Link In Ai Adoption, Arthur Huang, Ahmet Bulent Ozturk, Tingting Zhang, Efren De La Mora Velasco, Adam Haney

Rosen Research Review

The research by Huang, Ozturk, Zhang, de la Mora Velasco, and Haney reveals a compelling insight: enjoyment—not just efficiency—is a key driver of whether guests will continue using AI in hospitality and tourism. By expanding the expectation-confirmation model, the study shows that perceived enjoyment, alongside performance and satisfaction, plays a pivotal role in shaping future use intentions. This shift toward hedonic value reframes how hoteliers and tourism professionals should design and promote AI services. The findings suggest that delight, fun, and emotional resonance are just as important as functionality when it comes to long-term engagement with AI-powered experiences.

A Mechanistic Model Of The Wash Shuffle And Monte Carlo Exploration Of Its Impact On Card Shuffling In Texas Hold’Em, Michael A. Alexeev, Peter B. Chi

UNLV Gaming Research & Review Journal

In casino games using a standard deck of cards, a wash shuffle is sometimes performed prior to the rest of the card shuffling procedure. Unlike other methods of shuffling, the wash shuffle has not yet been well studied. To this end, we first develop a mechanistic model of the wash shuffle based on our observation of how cards tend to move when a wash shuffle is being performed. Then, we use this model to simulate the card shuffling procedure used in casino poker rooms, and explore the resulting impact on where the cards are dealt in the context of Texas …

Humanity Is Evolving Its Consciousness: The Role Of Archetypal Energies As Guides During An Unfolding Weeding Out And Alignment Process, Carroy U. Ferguson

Psychology Faculty Publication Series

Humanity is evolving its consciousness at individual and collective levels.  Given these seemingly tumultuous times, as of this writing (January 2026), to make such a statement may sound like a strange thing to say.  However, I suggest that if you are alive today and if you are reading these words, these are the very times for which you were born—to assist Humanity as it evolves its consciousness with your unique gifts, whatever they may be.  That is, this period of our individual and collective human being-ness may be characterized as an unfolding period of weeding out and alignment with the …

From Miso To Tray-C: The Impact Of Hedonic And Utilitarian Name Preference On Non-Humanoid Service Robots In Restaurants, Fatmah Almeer, Amit Sharma

ICHRIE Research Reports

Service robots are become common in the restaurant industry. Robot suppliers recommend business name such robots to increase the likelihood of their acceptance by employees and consumers. The purpose of this study was to investigate the preferences of robot names representing "Utilitarian" and "Hedonic" attributes. Our findings show that study respondents had a significantly stronger preference for hedonic names compared to utilitarian names. Names with hedonic attributes were perceived positively and were considered more trustworthy. The name identified through this study was adopted for the service robot at a hospitality management program in the United States. This report also provides …

Continuous Learning And Customer Value Creation In The Healthcare: Mediating Effects Of Innovations Adoption Value Recognition, Binto M. Binto, Omari Khalifa Mbura

Business Management Review

This research investigates the influence of continuous learning on the effectiveness of customer value creation in the Tanzania’s healthcare system, with a specific focus on the mediating effects of innovation adoption value recognition. Using a cross-sectional design, data were collected from 360 healthcare professionals across three zonal referral hospitals in Tanzania. Data analysis employed a structural equation modelling using SMART-Partial Least Squares software version 4.0. The findings indicate that continuous learning enhances healthcare customer value creation both directly and indirectly. Also, innovation adoption value recognition serves as a mediating variable of the direct causal relationship, offering partial mediation effects between …

When Price Varies Across Otas: How Room Rate Disparity Shapes Switching Behavior And Brand Trust, Ling Ling, Chich-Chien Chen, Zvi Schwartz

Human Movement Studies & Special Education Faculty Publications

This study investigates how room rate disparity across Online Travel Agencies (OTAs) influences consumers’ switching behavior and perceptions of hotel brand integrity. Employing a scenario-based experimental design with a sample of 430 Chinese consumers, we explored price differences interact with loyalty status, price trajectory information, and brand consistency. Our findings reveal a complex non-linear inverse sigmoid relationship between rate disparity and channel switching. Contrary to expectations, loyalty membership did not reduce switching intent or increase discount thresholds. Moreover, rate disparity triggered brand integrity concerns, with brand doubt consistently exceeding switching intent. While price trajectory information did not change switching likelihood, …

Luxury Café Concept For Mindful Indulgence In Central London: Business Plan For Tranquille House, Chelsea Hsiao

MA in Luxury Business Dissertations

In the 21st century, the idea of luxury is becoming less about wealth and exclusivity and more about health, rich experiences, and awareness. This practice-based dissertation examines current customers' interpretations of luxury within café settings and identifies the characteristics that foster a feeling of premium, meaningful experience in the hospitality industry.

A mixed-methods method was utilised. Quantitative data was gathered through an online survey of consumers within target market, and qualitative insights were produced through prior experience, and observational study around London cafés. Secondary sources pertaining to luxury, wellness tourism, and hospitality trends were employed to contextualise the industry and …

Determinants Of The U.S. Experience Economy: A Macroeconomic, Demographic, And Technological Analysis, 1984–2023, Chloe Ross

CMC Senior Theses

Pine and Gilmore et al. 1999 examine American consumers’ preferences for experiences over durable goods. Since then, there has been a multitude of research on the psychology behind this shift in consumption preferences, and there has been an abundance of media coverage of the new “experience economy.” This thesis goes beyond psychology and examines the macroeconomic, demographic, and technological determinants of experiential spending in the United States from 1984 to 2023. I use annual data from the Bureau of Labor Statistics’ Consumer Expenditure Survey (CES) and variables from the Bureau of Economic Analysis (BEA), Federal Reserve Economic Data (FRED), US …

Transportation Needs And Commuting Stress Among Hospitality Employees: A Perspective From The Las Vegas Strip Corridor, Mehmet Erdem, Shashi Nambisan, Jehun Moon, Billy Bai, Juliana Byzyka, William Werner, Bethany Khan

ICHRIE Research Reports

This study examines the determinants of commute-related stress by integrating behavioral and situational perspectives within Las Vegas contexts. Grounded in the spillover theory, this study conceptualizes commuting stress as a cross-domain process in which strain generated during commuting extends into broader psychological outcomes. Employing an ordinary least squares (OLS) regression model, this study identifies the key components associated with commuting stress using survey data from 1,224 union workers in the Strip Corridor in Las Vegas. Findings reveal that experiential and situational factors play a dominant role in shaping stress perceptions. Specifically, traffic disruptions and behavioral adaptations (e.g., leaving earlier) emerge …

Customer Perceptions Of Tipping In Minimal-Service Food Settings, Fabian R. Rodriguez Gomez

Honors Undergraduate Theses

As digital payment systems and point-of-sale technologies become increasingly common, customers are encountering more frequent requests to tip in minimal-service food settings, such as coffee shops, pizza parlors, and quick-service restaurants. These changes have prompted discussions regarding the fairness of tipping, customer willingness to tip, and the growing phenomenon of tipping fatigue. The purpose of this study was to examine how employee effort, social pressure, and social obligation influence customer perceptions of tipping in minimal-service food settings.

A quantitative experimental research design was used with 328 participants recruited through the online platform Prolific. Participants were randomly assigned to scenarios manipulating …

Approaching The Wine Tasting Lexicon, Angela Dumford

Honors Theses - Providence Campus

There has been an increase in demand for wine knowledge in all sectors of the business. Whether you are a sommelier striving to improve your extensive comprehension of the world of wine, a server aiming to provide guests with a more personalized wine experience, or a simple customer that is curious about learning the basics; wine can be explored and enjoyed by anyone. Despite this, understanding where to begin in the wine world can be extremely intimidating. There are countless books, articles, and infographics available to the average wine enthusiast, but the intensity and quality of information varies dramatically. Furthermore, …

Beyond Price: How Platform Power Shapes Demand Allocation In Online Hotel Channels, Ling Ling, Timothy Webb, Zvi Schwartz

Human Movement Studies & Special Education Faculty Publications

Rate disparity remains a widely used but poorly understood pricing strategy in the hotel industry. While previous research generally assumes that lower prices shift demand toward less expensive channels, this study investigates whether such effects occur in practice. Using high-frequency booking and pricing data from five full-service hotels across multiple online travel agencies (OTAs), we analyze how rate disparity relates to the distribution of demand across channels. The findings show that the impact of price differences is limited, highly non-linear, and strongly dependent on contextual factors. Channel market power and hotel-specific characteristics seem to play a more significant role than …

Chronobiology Of Meal Timing In Early-Stage Hypertension: A Controlled Feeding Pilot Study Investigating The Effects On Renal And Vascular Function, Natalie J. Bohmke, Brittany Barton, Patrice Wiecek, Paula Rodriguez-Miguelez, Dave L. Dixon, Youngdeok Kim, Salvatore Carbone, Danielle L. Kirkman

EVMS School of Health Professions Faculty Publications

Lifestyle intervention is critical for young adults with early-stage hypertension. A Western diet has negative effects on kidney function and blood pressure; however, time-of-day effects are understudied. We hypothesized that consumption of a Western-style meal that is misaligned with the endogenous circadian rhythm would have adverse effects on blood pressure, kidney function, and vascular function. Ten young adults with elevated blood pressure or stage 1 hypertension (means ± SD: 26 ± 8 yr, 50% female) underwent a randomized crossover, isocaloric controlled feeding intervention. Participants were allocated to receive a Western-style meal high in sodium, sugar, and saturated fat in the …

Strategic Signaling Or Structural Friction?: How Ai Disclosure Moderates Resource-Performance Dynamics In Hotels And Restaurants, Jaewan Heo

Graduate Studies Theses and Dissertations 2026

Artificial intelligence (AI) has become an increasingly important strategic issue in the hospitality industry. While prior research has primarily examined AI as an operational technology that improves efficiency and service delivery, less attention has been paid to how AI-related disclosures influence investor evaluations of firm resources. This dissertation investigates whether AI-related disclosures moderate the relationship between organizational resources and financial performance in publicly traded hospitality firms.

Drawing on signaling theory and the resource-based view, this study conceptualizes AI disclosures as strategic signals that shape investor perceptions of firm capabilities and future value creation. Firm-level financial data were obtained from Compustat …

Enhancing The Immersive Experience Through The Diversification Of Operational Costuming, Emma Nevitt

Graduate Studies Theses and Dissertations 2026

This thesis will be a comparative creative project that analyzes current operational wardrobe options within immersive lands, utilizing case studies and applied research, a neutral proposed immersive land will be created with operational costuming options that provides variety to the operational wardrobe that will enhance the immersive guest experience by creating a more compelling environment through wardrobe diversity. This will be achieved through a kit-of-parts approach where staffing will have a small variety of tops, bottoms, headwear, outerwear, and accessories to create a unique look to their own wardrobe while providing narrative insight. Each piece will be designed specifically for …

The Role Of Cultural Intelligence In Hotel Employee Engagement, Self-Efficacy, Job Satisfaction, Performance, And Intent To Stay, Meaad Eid F Almotairi

Graduate Studies Theses and Dissertations 2026

This research examined how Cultural Intelligence enhanced hotel employees’ engagement, self-efficacy, job satisfaction, performance, and intent to stay. CQ was defined as an individual’s capability to understand, adapt to, and work effectively in culturally diverse situations. This thesis utilized a quantitative methodology based on the Job Demands–Resources (JDR) model and self-efficacy theory. The study focused on the hospitality industry in Saudi Arabia, where increasing diversity has created a need for stronger cross-cultural skills among employees. Data were collected from hotel employees and managers to examine the relationships between CQ and key employee outcomes. The findings indicated that Cultural Intelligence significantly …