Hospitality Administration and Management Commons^™

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.

On Food And Restaurants, Liya Cui

Capstones

This portfolio contains a collection of stories about New York City restaurants and broader food culture, including reported features, a profile and criticism. Food is literally inescapable; even if you believe you don’t care about what you eat, every bite is a choice. This subject deserves critical thought and exploration as it influences our lives in myriad ways and reveals cultural trends that can tell us so much about who we are right now.

https://medium.com/@LiyaC/capstone-portfolio-on-food-and-restaurants-bc4c18c7f2a9

Ua12/2/1 College Heights Herald, Vol. 100, No. 2, Wku Student Affairs

WKU Administration Documents

Magazine edition of the College Heights Herald for the period November 11 - December 5, 2024.

• Wilborn, Price. Letter from the Editor – Homecoming
• Vickers, Abigail. Homecoming Royalty – Milie LeJeune, Sarah Burke, Katie Burch, Jennifer Smith, Alice Waddell
• A New Era for Social Sciences at WKU – Society, Culture, Crime & Justice
• Steps from WKU, Miles of Charm – Walk2Campus
• Wilborn, Price. Martha Sales Reflects on Life, Leadership & Growth
• Leasing Agents Lending a Friendly Face & Helping Hand – Columns
• Smith, Kane. How Local Businesses Prepare for Homecoming Crowds
• Downtown Bowling Green – Restaurants & Businesses
• Home Sweet …

Sustainable Service Trends In Restaurants, Suruchi Bhatt

School of Business

Being Sustainable is an essential milestone in the food industry. Companies form and fall because of consumers' reactions to the industry. The food industry and restaurants account for some of the highest Food Waste and Pollution, approximately 34% of the Global anthropogenic greenhouse gas emissions, including food production, processing, distribution, and consumption. (Crippa et al., 2021) In a sector like this, ensuring a complete understanding of sustainability in the industry is of utmost importance. However, the sheer relationship between the sustainable image, the prospect of sustainability, and the reality of implementing it may be far from reality. (Yuying-Huang, 2022)

To Tip Or Not To Tip: An Analysis Into Prompted Tipping, Jared Dingman

Theses/Capstones/Creative Projects

Giving tips (or gratuities) in restaurants in the United States has been and is currently a hotly debated and discussed topic. Concerns regarding proper compensation have been raised, but there is a need for empirical evidence to investigate and solve potential issues of compensation. This honors thesis aimed to answer two questions: Whether restaurant patrons tip more when prompted with tipping percentages, and whether those who have worked in the tipping industry tip more than those who have not. I administered a brief survey with tipping scenarios to gauge prompted and unprompted tipping behaviors. With these scenarios, demographic information was …

The Pub Snug, Culture Night 2023, James Murphy

Other resources

James Murphy: ‘The Pub Snug’ . This presentation and talk explored the origins of pub snugs, their social and cultural contribution, their temporary demise and the renewed interest in pub snugs in 21st century Ireland. It was presented at Culture Night 2023 which took place again on Friday September 22nd as part of the School of Culinary Arts and Food Technology contributions to the overall event which was based in the new multi-disciplinary East Quad Arts Building on our Grangegorman Campus, TU Dublin. This event included exhibitions, performances, seminars and curated talks by students and staff of the Faculty …

The Pandemic Changed The Face Of Retail. Here’S How Center City, Philadelphia — The State’S Leading Job Market — Is Faring On The Road To Recovery, Francisco O. Velasquez-Turcios

Capstones

The pandemic changed the face of retail. Here’s how Center City, Philadelphia — the state’s leading job market — is faring on the road to recovery.

Link to capstone project: https://franvela033.github.io/Capstone/

An Industry Under Construction, Hannah Fullmer

Capstones

A growing number of entrepreneurs (often young, frequently queer or people of color) are trying to change a restaurant industry from within by opening up their own businesses. HAGS, an upcoming queer-focused fine-dining restaurant and Daughter, a community-focused cafe in Brooklyn are just the newest of these socially-minded ventures popping up across the country. These spaces are committed to creating equitable spaces, addressing toxic restaurant and workplace cultures and are frequently tied to larger social issues like food insecurity, zero-waste initiatives or in the case of HAGS, queer representation. But these new business owners are fighting an entrenched system and …

School Of Culinary Arts And Food Technology, Tu Dublin, Autumn Newsletter 2020, James Murphy

Other resources

The School of Culinary Arts and Food Technology, TU Dublin, Autumn Newsletter captured the many events, research, awards, significant contributions and special civic and community activities which the students and staff members of the school have successfully completed up to the Autumn period of 2020. The successful completion of these activities would not be possible without the active and on-going support of the 'INSPIRED' friends of Culinary Arts (school supporters) and our school's industry association supporters.

What Am I Tipping You For? Customer Response To Tipping Requests At Limited-Service Restaurants, Ismail Karabas, Marissa Orlowski, Sarah Lefebvre

Faculty & Staff Research and Creative Activity

Tipping within the foodservice industry has traditionally been reserved for full-service restaurants. However, there is a growing trend of tip requests at limited-service restaurants, where tipping occurs prior to consuming the product. This research aims to examine the effect of a point-of-sale tip request at limited-service restaurants on return intentions via customer irritation. It also aims to analyze the moderating effects of check amount and perceived deservingness.

School Of Culinary Arts & Food Technology-Spring Newsletter 2020, James Murphy

Other resources

The School of Culinary Arts and Food Technology, TU Dublin, Spring Newsletter captured the many events, research, awards, significant contributions and special civic and community activities which the students and staff members of the school have successfully completed up to the Spring period of 2020. The successful completion of these activities would not be possible without the active and on-going support of the 'INSPIRED' friends of Culinary Arts (school supporters) and our school's industry association supporters

Cocktail Menus Ireland (1970s-2020) Version 1, James Murphy

Other resources

Cocktail Menus Ireland (1970s-2020) Version 1 highlights a small selection of cocktail menus from cocktail bars, public bars, hotel bars and Cocktail Clubs covering the period of 1970 up to 2020. These menus and their recipes help to identify the creativity, innovation and attention to detail in which the establishments highlighted here and their staff (cocktail bartenders, mixologists and management teams) poured into these menus. The menus also highlight the changing drinks fashions, how cocktail prices began to change, the variety of ingredients, the rise of the crafted approach towards ingredients sourcing and preparation. The impact of visual graphic illustrations, …

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, …

Law Library Blog (July 2018): Legal Beagle's Blog Archive, Roger Williams University School Of Law

Law Library Newsletters/Blog

No abstract provided.

Reframing Dining, Hsin Yao Cheng

Research Collection Institute of Service Excellence (2007-2024)

Cheng Hsin Yao of Picnic explains how he has future-proofed his latest restaurant with technology and design.

College Graduations & Prize Givings (Circa 1970s-Onwards), James Murphy

Other resources

This file contains photographs of the numerous graduations and prize giving ceremonies which were held over the years from 1970s onwards to celebrate the unique achievements of the students, staff and management in the College. The pictures highlight the many cherished memories and individuals who have graced the educational, hospitality and bar industry in Ireland and abroad. The photographs also highlight how the college was changing over this period (from the VEC to DIT).

The Case For Tipping And Unrestricted Tip-Pooling: Promoting Intrafirm Cooperation, Samuel Estreicher, Jonathan R. Nash

Faculty Articles

This Article proceeds as follows. Part I presents doctrinal background. It discusses the laws governing tip-pooling, with an emphasis on relevant federal and state laws. Part II analyzes, from a law-and-economics perspective, how tip-pooling arrangements—both voluntary and mandatory—might arise, and what form they might take. Part III shows how governing law limits the ability of restaurateurs to put tip-pooling arrangements in place, and shapes the incentives of employees. It also analyzes the response of restaurants like the Union Square Hospitality Group that have barred all tipping. Part IV suggests revisions to existing law that would free up management’s freedom to …

Minimum Wage Change Effects On Restaurant Pricing And Employment, Toni Repetti, Susan Roe

Hospitality Faculty Research

Purpose State and local governments are considering large increases to the minimum wage. As restaurants employ many individuals paid at or below minimum wage, these changes may affect their businesses. The purpose of this study is to evaluate the anticipated effects of minimum wage growth on employment and pricing in US food and beverage operations. Design/methodology/approach The study utilizes an experimental design where restaurant owners and managers are presented with scenarios of differing levels of potential minimum wage increases and are asked to anticipate changes to employment and pricing. Findings Restaurant owners and managers involved in the study indicate the …

Careers In Culinary Arts, James Peter Murphy

Conference papers

The purpose of this presentation was to give individuals interested in pursuing a career in culinary arts the advice and access to education surrounding this field. Culinary arts covers the multidisciplinary field and areas of practice and study which includes culinary performing arts (cooking), gastronomy (food studies), bakery and pastry arts, food and beverage studies (bar, restaurant, barista), wine studies , food product development and health, hygiene and nutrition. So many individuals have come into this industry and gained local, national and international success.

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 …

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.

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

Menus of the 21st Century

The 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

Factors Affecting Guest Satisfaction In The Restaurant Industry Of South Mississippi, Kinsey M. Eiland

Honors Theses

The purpose of this study is to examine the factors that affect guest services in the restaurant industry of South Mississippi as examined from the line level employee. This satisfaction can include things in the servicescape (e.g. noise level, parking availability) as well as the service support that a waiter receives from their coworkers and supervisors. By combining a research model that examines the guest server exchange with a typical guest satisfaction questionnaire, the researcher developed a two part internet survey to be administered to both restaurant patrons as well as line level employees working in the restaurant industry. The …

Ox : Lunch Menu, Ox, Belfast

Menus of the 21st Century

In March 2013 two long standing friends, each passionate about their craft, each with a desire to bring something new to the Belfast restaurant scene combined forces and opened OX overlooking the River Lagan.

Belfast-born Stephen and Brittany native Alain met while working in L’Arpège, the iconic, world-famous restaurant of radical talent Alain Passard in Paris. Having gone on to work in various other influential and inspirational restaurants they have honed their skills, developed their talents and percolated ideas to put into practice against the backdrop of their own relaxed riverside restaurant.

http://oxbelfast.com/index.php

Food & Wine Magazine Winner, Best Restaurant …

Ox : Tasting Menu, Ox, Belfast

Menus of the 21st Century

In March 2013 two long standing friends, each passionate about their craft, each with a desire to bring something new to the Belfast restaurant scene combined forces and opened OX overlooking the River Lagan.

Belfast-born Stephen and Brittany native Alain met while working in L’Arpège, the iconic, world-famous restaurant of radical talent Alain Passard in Paris. Having gone on to work in various other influential and inspirational restaurants they have honed their skills, developed their talents and percolated ideas to put into practice against the backdrop of their own relaxed riverside restaurant.

http://oxbelfast.com/index.php

Voluntary Recognition Of Unionized Labor In A Resort With Leased Food And Beverage Outlets, Mark Morell Ii

UNLV Theses, Dissertations, Professional Papers, and Capstones

The food and beverage industry in Las Vegas gaming resorts has rapidly been moving towards a lease model where independent third parties operate outlets. This is in comparison to the past where resorts operated such outlets with their own employees. Food and beverage operations in resorts have always been labor intensive, requiring the need for large numbers of employees to run properly. As food and beverage operations in resorts are heavily intertwined with organized labor, it warrants a look into the changing aspects of the relationship due to this new leasing trend. This includes the long held practice of gaming …

Conditions Associated With Increased Risk Of Fraud: A Model For Publicly Traded Restaurant Companies, Elizabeth Yost

Electronic Theses and Dissertations

The central focus of this dissertation study is to understand the impact of the Sarbanes-Oxley Act and the factors that contribute to increased risk of fraud in order to determine why fraud may occur despite the imposed regulation of the Sarbanes-Oxley Act. The main premise of the study tests the application of the fraud triangle framework constructs to publicly traded restaurant companies during the time period of 2002-2014, using proxy variables defined through literature. Essentially, the study seeks to identify the factors that may provide the optimal criteria to engage in fraudulent or opportunistic behavior. The fraud triangle theoretical framework …