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 …

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 …

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 …

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.

Pricing In The Hotel Industry Based On The Simultaneous Realization Of Cost Management And Service Quality Efficiency Using Tanaka Technique, Maysam Shafiee Roodposhti, Kiandokht Behrang, Habibollah Mirghafoori, Khadijeh Mehrjoo

Journal of Hospitality Financial Management

This research seeks to utilize a technique (Tanaka technique) in which, while focusing on quality improvement, costs will be managed and tourism organization and companies can benefit from var- ious incomes. The statistical population of this study was hotels in Isfahan and using the opinions of experts of this industry, five cost-effective quality indicators were achieved. This technique has eight steps and for data gathering, questionnaires and interviews were used. This study identifies the amount of deviation of the actual cost from the target cost for each of the indicators. The results showed that ancillary facilities, structural architecture, service, manpower …

Covid-19_Umaine News_News Center Highlights Umaine Study On Economic Fallout In Hospitality From Covid-19, University Of Maine Division Of Marketing And Communications

Division of Marketing & Communications

Screenshot of UMaine in the News regarding News Center Maine highlighting a University of Maine study that explored the possible economic fallout in the Maine hospitality industry from COVID-19.

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.

Covid-19_Umaine News_Economic Fallout From Covid-19 In Maine's Hospitality Industry, University Of Maine Division Of Marketing And Communications

Division of Marketing & Communications

Screenshot of Maine News release regarding two University of Maine professors, Todd Gabe and Andrew Crawley's research into the economic fallout from the COVID-19 in Maine's hospitality industry.

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.

Impact Of Leverage On Financial Information Quality: International Evidence From The Hospitality Industry, Cédric Poretti, Alain Schatt, Tiphaine Jérôme

Journal of Hospitality Financial Management

Earnings are a key firm-performance yardstick for investors. The quality of earnings has fascinated researchers and investors alike, as it may be manipulated by a firm's management. This paper studies the relationship between earnings quality and debt levels of firms in the hospitality sector, using a sample of 642 firms from 26 countries for the 2002-2016 period. Results of this study suggests a generally positive relationship between a firm's leverage and its earnings quality in the hospitality sector, particularly for firms incorporated in countries with stronger investor protection. As such, some interesting implications of the leverage-earnings quality relationship are revealed …

Intangible Assets Valuation In The Hospitality Industry, Ruixue Du, Yuan Li, Manisha Singal

Journal of Hospitality Financial Management

In publicly traded firms, there is usually a discrepancy between the market value and the book value of the firm, often due to the valuation of intangible assets. Understanding this discrepancy is import- ant for investors, especially in the service industries like hospitality, where there is considerable industry disruption and consolidation. In this study we examine the effect of four intangible asset investments—research and development (R&D), training, advertising, and pension—on the market premium of restaurant firms. Using a longitudinal sample of 1,421 firm-year observations, the results of our analyses show that R&D, training, advertising, and pension are all important valuation …

Coordinating Information And Controlling Costs, Gordon S. Potter

Gordon Potter

[Excerpt] I want to cover two essential and related topics in this chapter: determining the extent of decision rights you grant to your employees, and the management reports you provide to these employees to motivate them to effectively utilize resources. I recognize that if you are a sole practitioner, you may handle these all on your own. But if you hire people to manage your property, you should consider the points I discuss here.

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 …

Association Of Nonfinancial Performance Measures With The Financial Performance Of A Lodging Chain, Rajiv D. Banker, Gordon S. Potter, Dhinu Srinivasan

Gordon Potter

A test of nonfinancial measures used as part of a management-incentive program by a U.S.-based, full-service hotel chain found that improvements in the nonfinancial measures were followed shortly by increases in revenue and profit. The two nonfinancial measures are customer satisfaction as measured by guests’ comment card indications of likelihood to return and level of complaints. The lag between the nonfinancial measures and changes in revenue and operating profit was six months in this case. While the test applies directly to that one chain, the lesson is important to the rest of the hotel industry.

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. …

An Examination Of “Nonleadership”: From Laissez-Faire Leadership To Leader Reward Omission And Punishment Omission, Timothy R. Hinkin, Chester A. Schriesheim

Timothy R. Hinkin

Laissez-faire leadership has received much less attention than have the 3 transactional leadership dimensions of the Multifactor Leadership Questionnaire (MLQ). However, laissez-faire leadership has shown strong negative relationships with various leadership criteria, and the absence of leadership (laissez-faire leadership) may be just as important as is the presence of other types of leadership. This article focuses on a single type of laissez-faire leadership (i.e., the lack of response to subordinate performance). Using a reinforcement perspective, the authors developed measures and examined the effects of the lack of performance-contingent reinforcement in 2 forms: reward omission (leader nonreinforcement of good subordinate performance) …

Contextual Factors And Cost Profiles Associated With Employee Turnover, J. Bruce Tracey, Timothy R. Hinkin

Timothy R. Hinkin

[Excerpt] Employee turnover has long plagued the hospitality industry. In the lodging segment, turnover rates have been shown to average about 60 percent annually for line-level employees (Woods, Heck, and Sciarini 1998) and about 25 percent for managerial positions (Smith Travel Research, Tracey, and Tews 2002). This concern is even greater in other hospitality contexts, such as quick-service restaurants, where mean employee turnover runs in excess of 120 percent. Employee turnover has been and continues to be a particularly prolific area of research, with many publications on the topic. Evidence suggests that turnover is triggered by dissatisfaction with such factors …

Development And Use Of A Web-Based Tool To Measure The Costs Of Employee Turnover: Preliminary Findings, Timothy R. Hinkin Ph.D., J. B. Tracey Ph.D.

Timothy R. Hinkin

Employee turnover continues to be one of the most vexing and costly challenges in the hospitality industry. Despite the obvious expense of turnover, few studies have attempted to account for the diverse costs associated with replacing staff. Rather than estimate the cost of turnover, the web-based tool described in this report compiles the specific costs of turnover in the following five categories: pre-departure costs, recruiting costs, selection costs, orientation and training costs, and the cost of lost productivity. Looking specifically at turnover among front-desk associates, recruiting constitutes a substantial portion of turnover costs. The greatest expense, however, that of lost …

Becoming A Leader In The Hospitality Industry, Timothy R. Hinkin

Timothy R. Hinkin

[Excerpt] Leadership has been defined in many ways, but the essence of leadership involves influencing people toward a desired objective. Leaders do not push followers—they pull them. While management is often concerned about stability, efficiency, and control, leadership is focusing on innovation, adaptation, and employee development. Management focuses on coping with the day to day, while a true leader is looking into the future. A manager can develop a brilliant marketing campaign, create an innovative strategy for growth, and design the most efficient work processes, but if the followers don't engage effectively in the implementation of these initiatives, these efforts …

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). …

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 …

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.

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.