Hospitality Administration and Management Commons^™

Generative Artificial Intelligence (Gai) In Hospitality And Tourism Marketing: Perceptions, Risks, Benefits, And Policy Implications, Usman Khan, Kashif Ali Khan

Journal of Global Hospitality and Tourism

This study investigates the integration of generative artificial intelligence (GAI) into hospitality and tourism marketing and its implications for industry professionals in the United States. This study employed a mixed methods approach, gathering qualitative insights from 20 professionals and quantitative data from a sample of 163 participants. The qualitative study revealed concerns about data privacy, customer trust, and ethical considerations regarding GAI implementation. However, participants acknowledged its potential to enhance personalization, engagement, and operational efficiency. The quantitative study supported these findings by showing a level of concern about risks but agreement on the benefits of GAI. Additionally, the participants were …

The Art Of Artificial Intelligence Illusion: Exposing Digital Deception In The Hospitality Industry, Mohamed Youssef Helal, Mahmoud Ibraheam Saleh

Journal of Global Hospitality and Tourism

This study investigates how artificial intelligence (AI) tools influence deceptive digital practices within the hospitality industry. As AI capabilities such as chatbots and language models are increasingly used in the industry, their potential impact on deception warrants examination. A comprehensive review is conducted to analyze how hospitality businesses utilize AI tools and how this shapes deceptive behaviors online. Specifically, the review examines how AI-generated content may erode consumer trust and decision-making. It also explores the emerging use of machine learning to fabricate fake reviews and social media posts. As deception undermines trust in businesses and the industry, the effectiveness of …

Addressing Labor Challenges In The Hospitality Industry: Insights From College Students, W. Clarke Griffin

ICHRIE Research Reports

The hospitality industry is facing a growing labor crisis. College students were surveyed on their perceptions of the hospitality industry and a roundtable discussion of industry experts occurred to explore the results. College students described that the starting hourly wage and a flexible work schedule were the most important factors influencing their employment decisions. The study's findings suggest that the hospitality industry can attract and retain more college students by prioritizing employee welfare and effectively communicating the benefits of a career in hospitality. This could involve offering higher wages, more flexible work schedules, and better benefits. Creating a positive work …

Customer Tipping Patterns In Hospitality Sector: A Study In Goa, Edgar Dsouza Dr.

Journal of Tourism Insights

This research delves into the complex relationship between service quality, tipping behavior, and various influencing factors within the context of the hospitality industry. By collecting data from 19 casual and fine dining restaurants in Goa, India, the study focused on frontline employees, including waiters and barmen, who regularly interacted with diners. A total of 216 questionnaires were distributed during lunch and dinner periods, capturing diners' perspectives on service quality using a 7-point Likert scale.

The results revealed significant insights into the dynamics of tipping behavior. There was a statistically significant, medium-sized positive correlation between customer service assessments and the percentage …

Race And Ethnicity In Hospitality Management: A Review Of Five Major Journals, Shaniel Bernard, Alana Dillette, Stefanie Benjamin

Journal of Global Hospitality and Tourism

Given the large representation of racial and ethnic minorities in the hospitality industry, it is important to understand how race and ethnicity are studied in major hospitality journals, especially due to their influence in informing research fundamental to scientific progress in the hospitality field. Informed by critical theory, this study systematically reviews the evolution of research on race and ethnicity in the top hospitality journals to highlight the possibility of hospitality management research taking a more critical turn to expose potent racial and ethnic counternarratives to the traditional broad scope of diversity management. Three themes emerged from the analysis covering …

Do Isomorphic Pressures Impede Greenwashing In Hospitality Industry? A Theoretical Framework, Mert Gurlek

University of South Florida (USF) M3 Publishing

Green practices gradually increase in the hospitality industry. However, concerns have grown that there is an inconsistency between the environmental practices announced by the organizations and the practices they actually implement. Therefore, the phenomenon of greenwashing has become a common concern in the hospitality industry. This study aims to develop a theoretical framework to be used in explaining the mechanisms to prevent greenwashing. For this purpose, the role of isomorphic pressures in preventing greenwashing and the role of environmental legitimacy motivation in the effect of isomorphic pressures on greenwashing are theorized. The neo-institutional theory was used in the development of …

Recruiting And Talent Acquisition Strategies In The Hospitality Industry During The Great Resignation, Kristen E. Poggi

Senior Honors Projects, 2020-current

The Great Resignation, which stemmed from the Covid-19 pandemic, has impacted many businesses within the United States. With the nation's quit rate reaching all-time highs, businesses are struggling to retain and attract new employees. This is especially seen within the hospitality industry. The industry has been struggling to reach sufficient staffing levels while people are excited to travel and utilize these hospitality businesses after the global pandemic. To learn more about this issue and to gain awareness, I have conducted a literature review of the current research about this topic. I have also conducted my own research by interviewing three …

Wellness In The Hospitality Industry - Guests Vs. Employees, Natalia Levey

Journal of Global Hospitality and Tourism

The wellness tourism market is showing exponential growth and potential, the need for human resources is also growing. This causes a human resources challenge and opportunity to address and leaves the question: Can everyone ultimately benefit from a thoughtfully created environment that not only takes care of guests, but where does this leave the employees providing the services? As such, this opinion paper tackles the aforementioned question and provides some insights, leading to further research questions.

Methods For Teaching Mindfulness Within The Workplace, Gerrel March

UNLV Theses, Dissertations, Professional Papers, and Capstones

Over the past few years, the world has been shaken by the COVID-19 pandemic and technological advancements that have contributed towards work-life imbalances. Now more than ever, organizations are focusing on improving mental health and well-being. This understanding holds value towards the hospitality industry as employee wellbeing has a direct link towards consumer experience. Considering the nature of the business, employees endure distress resulting from emotional labor, long work hours, etc, understanding how organizations can improve well-being is critical. This paper attempts to make significant contribution towards understanding both individual and organizational outcomes of mindfulness, best practices, and potential limitations …

Navigations For Hospitality Human Resource Management Research: Observing The Keywords, Factors, Topics Under The Covid-19 Pandemic, Jue Wang, Hyun Jeong Ban, Hyun Woo Joung, Hak Seon Kim

Faculty and Student Publications

The hospitality industry is one of the most affected by the pandemic, and because of its human close interaction and labor-intensive characteristics, it has left Human Resource Management (HRM) puzzles with organizations’ stabilization and recovery. This study aimed to summarize current research on hospitality HRM research outcomes and trends during the COVID-19 pandemic. Utilizing the PRISMA technique and NVivo software, 102 research articles were extracted and analyzed to highlight to overall achievement and movement of hospitality HRM research under the shadow of the COVID-19 crisis. Considering the main purpose of this study, which was to show the status and prospects, …

Parsing The Pandemic: A Special Report

DePaul Magazine

This special report takes a look at four sectors—transportation, hospitality, entertainment and education—and examines how the pandemic affected their operations, what lessons they learned and how they are changing to ensure a bright future.

Hospitality Management Undergraduate Internships: Comparing Internship Requirements To Industry Employer Expectations, Daniela Ilijic

Hospitality Graduate Student Scholarship

This article examines internship courses in undergraduate hospitality management programs in the Southern Association of Colleges and School Commissions on Colleges (SACSCOC) region. The purpose of this article is to examine how internship course curriculum compares to the industry employers’ internship expectations. The results show the disconnect between curriculum for internship courses and what industry employers desire for internships. The findings show that undergraduate hospitality management programs in the same region vary in requirements, and these requirements do not meet industry employers’ internship expectations.

Digital Accessibility In The Hospitality And Tourism Industry: Legal And Ethical Considerations, Debra D. Burke, Kenneth J. Sanney, Dan Clapper

William & Mary Business Law Review

Federal law requires accessibility for public sector websites. What about the web pages and apps of hotels, restaurants, and tourism providers? The Americans with Disabilities Act may cover private sector websites if they are considered a place of public accommodation, but the law is unclear. This Article will provide an overview of the legal responsibilities of operators to provide accessibility to persons with disabilities, discuss the World Wide Web Consortium’s guidelines for web accessibility, and argue that the hospitality and tourism industry has a unique ethical obligation to fill in the gap where the legal system has failed this population.

Evaluating The Impact Of A Smoking Ban In Las Vegas Casino Resorts, Emi K. Sakevich

UNLV Theses, Dissertations, Professional Papers, and Capstones

Worldwide, the smoking population decreases, leaving hospitality venues to decide how a change in policy affects their revenues. In spite of the ban, bars, pubs, and restaurants in countries with a smoking ban report a consistent level of revenue. Within the United States, there are varying degrees of a smoking ban, with minimal effect on revenue. In Nevada, the Nevada Clean Indoor Air Act’s commencement coincided with the Great Recession, skewing hospitality revenue numbers as tourism dwindled. Behaviorally, nonsmokers are more likely to avoid areas with smoke, whereas smokers are not as affected by nonsmoking areas. Casinos in Las Vegas …

Exploring The Relationship Between Revenue Management And Hotel Loyalty Programs, Melissa Elizabeth Buckley

UNLV Theses, Dissertations, Professional Papers, and Capstones

Loyalty programs are a staple of the hospitality industry. As time progressed, there has been a shift among the structure of loyalty programs to not only reward the large spend of casino players, but also to compensate other frequent travelers of the hotel. As hotels continue to offer increasing benefits and compensation while reevaluating the tier structure of loyalty programs, research was necessary to discover if these loyalty programs are extracting the maximum revenue per guest and creating overall revenue for the hotel.

The purpose of the study was to uncover the relationship between revenue management and hotel loyalty programs. …

Evaluating E-Relationship Marketing Features On Hotel Mobile Apps, Xiaolin Lu

UNLV Theses, Dissertations, Professional Papers, and Capstones

The advent of technology has changed the course of marketing in both the academic and the business field. Given the increasing number of mobile transactions, hotel companies have launched mobile applications (apps) as an alternative e-relationship marketing (e-RM) channel. This study modified a progressive five-level e-relationship building model. The model was employed to evaluate e-RM features of the top 10 hotel companies’ mobile apps. The results indicated that these hotel companies maintained e-RM feature sophistication at the lower levels (Basic and Reactive), but relatively speaking, they did not utilize e-RM features extensively at the higher levels (Accountable, Proactive and Partnership). …

A Study Of Airbnb As A Potential Competitor Of The Hotel Industry, Quynh Nguyen

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of the study is to examine Airbnb as a possible competitor of the hotel industry using Peteraf and Bergen’s broad-based competitor identification tool. Unlike existing empirical research on the subject, the study takes a qualitative approach to answer the research question. The results of the study assist hotel operators in determining the competitiveness of Airbnb and the need for a business response to the service.

The Influence Of National Culture On Tipping Behavior, Zina Abraham

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this professional paper is to explore the various factors that contribute to cultural differences in tipping behavior. This meta-analysis of the current research can be applied to understand the tipping habits of international tourists in Las Vegas, a relatively unexplored topic.

An Importance-Performance Analysis Of Multigenerational Preferences In Guestroom Technology, Sidian Lan

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study focuses on generational preferences in terms of guestroom technology. The hospitality technology industry has indicated guestroom technology as their highest priority in terms of hospitality technology investment. Previous studies have investigated in-room technology amenities and ranked them in order of importance and performance. However, it is uncertain which guestroom specific technologies should they invest in when it comes to different generations. Each generation is fundamentally different from the others because each generation was born in different eras with different societal changes. These generations have different values, ideas, needs, and communication skills. Hoteliers are investing time and money into …

Integrating Start-Up Companies Organizational Structure In A Business Intelligence Team Environment, Patrik Balint

UNLV Theses, Dissertations, Professional Papers, and Capstones

No abstract provided.

The Hotel Manager’S Perceived Conflict Of Providing For Hospitality And Security: Can The Two Exist In Harmony?, Silvano Cozzini

UNLV Theses, Dissertations, Professional Papers, and Capstones

The hospitality industry relies upon regular and repeat customers for its survival. No traveler or visitor will return to a hotel property where a bad incident occurred. Would a diner go back to any restaurant where they were sickened by their meal? Would a hotel guest return to any property where they were a victim of a crime? Bad experiences make us tell ourselves, “I will never go back there again!”

This same psychology holds true for criminals. At places where they have been deterred by a high security presence, it is unlikely that they would return there, either. A …

The Impact Of Anti-Byod Policies On Generation Z Hospitality Employee's Engagement, Danny Crinson

UNLV Theses, Dissertations, Professional Papers, and Capstones

As an industry hospitality typically reacts to problems rather than tackling them proactively. One of the greatest problems currently faced by the industry is the low engagement rates across employees. These low levels have been linked to many issues including low morale, productivity and high turnover rates. One way to try to remedy this issue before it worsens would be to look at future hospitality employees and try to understand what will engage them. Doing so will allow human resource leaders to make changes to any polices which currently do not synchronize with these engaging factors. With research suggesting that …

Room Service Principles And Practices: An Exploratory Study, Stanley Douglas Suboleski

UNLV Theses, Dissertations, Professional Papers, and Capstones

Room service is the delivery of food and beverage products to a guest's sleeping room in a hotel. It is an important, distinguishing characteristic and a necessary service for first-class and luxury hotels. Very little academic research has been conducted on the operating procedures of room service. This was an exploratory study that aimed at identifying the key principles and practices of room service operations in first-class and luxury hotels. This study used a mixed-method approach. Using content analysis on operating audits for room service from a range of hospitality companies, expert panel review, field testing, and analysis of variance …

Expatriate Guide To Beijing, China, William Z. Crump

UNLV Theses, Dissertations, Professional Papers, and Capstones

The hospitality industry spans the globe, employing millions of jobs worldwide. In recent years, many well-known hotel companies such as, Hilton Worldwide, Marriott, Fairmont, Four Seasons, and The Peninsula, have expanded their portfolios around the world. With this vast expansion hospitality companies look for leaders that want to have unique experiences, and are able to travel the world during their career. The Asian economic market has done extremely well, particularly Mainland China, the People’s Republic of China. In response to this, Americans have packed their bags and headed to China to live and work in the hospitality industry. According to …

American Generation Y And The Hotel Of 2030, Brian Kelley

UNLV Theses, Dissertations, Professional Papers, and Capstones

The Baby Boomer generation, once the largest, most important consumer base and leader in purchasing power, is entering retirement (Sherman, 2008). Now an aging generation, the Boomers, are slowly losing their hold on the attention of the hospitality industry. The Boomers are quickly being eclipsed by their children and grandchildren as the largest market population and the biggest spenders within America with over 73 million or 26% of the total US population belonging to this demographic (Nusair, Parsa, & Cobanoglu, 2011). Much like the Baby Boomers, this demographic, known as primarily as Generation Y (Gen Y) or “Echo-Boomers” due to …

The Shifting Of The Las Vegas Tourism Industry: A Historical Perspective On Management And Resort Revenues, Eden Mccallister

UNLV Theses, Dissertations, Professional Papers, and Capstones

Las Vegas has been internationally recognized as the entertainment capital of the world. Whether it is top dollar luxury, world class fine dining, or vibrant night life that one seeks, Las Vegas certainly has something for everyone. The latter half of the 20th century has shown the city unprecedented arenas of success, but with intense global competition on the rise, it is clear that Las Vegas is no longer the only major player in the game. The turn of the 21st century has brought a new wave of economic challenges, and though Las Vegas has adapted over the years with …

Training And Development Guide For A Culinary Department In A Private University, Kimberly Rosenbaum

UNLV Theses, Dissertations, Professional Papers, and Capstones

In an online study of the Council of Hotel and Restaurant Trainers (CHART), 53% of respondents reported their budgets for training were being carefully looked at. From this scrutiny, training budgets in the past 18 months have significantly decreased (Bertra, 2009, p. 1). Slashed training budgets have become another sign of the recessionary times, forcing operators to direct their funds to customer service, hoping to set them apart in the competitive environment known as hospitality (Bertra, 2009, p. 1).

Exploration Of Hotel Distribution Channels In China — Focus On Hotel Call Centers, Tao Yu

UNLV Theses, Dissertations, Professional Papers, and Capstones

In a world of increasing global competition, choosing an effective distribution channel is crucial for hoteliers to deliver value for their products and services. As hotel rooms are perishable, if they are not sold each night no revenue will be generated. So, we always see the distribution channel as one of the most important parts in the selling process. With the explosion of Internet commerce and computer usage, online distribution is fast growing up to become one of the popular and effective distribution channels in use. However, will functions of traditional distribution channels die from the boom of the new …

Implementing A State Lottery In Nevada, Benjamin K. Boulton

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this study is to assess the feasibility of implementing a state lottery in Nevada and to present the benefits of a state lottery for both the Nevada hospitality industry and the Nevada economy. It will compare and contrast the arguments for and the arguments against a lottery by executing a content analysis of existing research literature as well as other relevant publications. It will also examine the history of lotteries, the states that border Nevada and have lotteries and the legislative history of lottery proposals in Nevada.

Non-Monetary Strategies To Retain Key Employees, Becky Rader

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this paper is to provide a handbook that management can use to retain employees, especially top performers.

Companies within the hospitality industry are attempting to strengthen their bottom line during these tough economic times. Employees contribute significantly to the bottom line but are often overlooked as assets by the company. As a result, many employees become disengaged and unsatisfied. As this happens, employees begin to look for opportunities outside the company where they feel they will be more valued for their abilities. Unfortunately, for the company losing employees, the most likely losses are the most accomplished employees. …