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Articles 3181 - 3210 of 3641

Full-Text Articles in Hospitality Administration and Management

Managing Change: The Challenges Faced At Cne, Brandon Hill May 2008

Managing Change: The Challenges Faced At Cne, Brandon Hill

UNLV Theses, Dissertations, Professional Papers, and Capstones

Cherokee Casino Resort (CCR) is relatively new in the gaming industry compared to other casino resort locations such as the resorts in Las Vegas. From its inception less than ten years ago, when legalized gambling was passed in the state of Oklahoma, Cherokee Casino has gone from two bingo halls to seven casinos and a horse track. Included with the seven casinos are truck stops, outposts, motels, and hotels located throughout the state. It has grown from approximately 50 employees to over 3,000 companywide. Along with the rapid growth of casinos and employees, Cherokee Nation Enterprises (CNE) has been able …

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Creating, Sustaining, And Growing The Learning Culture Of A New Luxury Hotel, Andres F. Vargas May 2008

Creating, Sustaining, And Growing The Learning Culture Of A New Luxury Hotel, Andres F. Vargas

UNLV Theses, Dissertations, Professional Papers, and Capstones

This paper uses exploratory, qualitative research to study the development of an organizational learning culture at a new luxury hotel. In the service industry, human resources represent the most valuable asset in the organization. Simply put, employees embody the brand as they interact with guests at every touch point. Internal and external guests evolving expectations, global competition and product commoditization, have forced lodging companies to look for ways in which to remain competitive and appealing to all stakeholders. A new property that joins a renowned hospitality management company, faces the challenge to deliver service that is up to its existing …

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Greening In The United States Hotel Sector: An Exploratory Examination, Adam Kaplan May 2008

Greening In The United States Hotel Sector: An Exploratory Examination, Adam Kaplan

UNLV Theses, Dissertations, Professional Papers, and Capstones

The aim of this paper is to explore the concept of greening in the U.S. hotel sector. Much of the existing research on the topic of greening is relegated to the European and Asian hotel sectors. Within the literature review, the paper will examine what industry leaders and scholars have reported about the progress of greening in the global sector. Given the scant research domestically, the paper will attempt to generalize some of the findings to the situation in the U.S. hotel sector. The paper’s methodology section will build on European research on greening and develop a blueprint for U.S. …

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Higher Education Event – A Case Study And Special Event Approach, Matthew J. Muldoon May 2008

Higher Education Event – A Case Study And Special Event Approach, Matthew J. Muldoon

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of the present paper is to gain a better understanding of hospitality management literature in order to improve higher education event management strategies. The resulting professional paper intends to bring forward relevant literature and practical trends in event management. In addition, the paper intends to take a useful approach in examining the role of university conference and event standards in coordinating successful university development events. Moreover, this review expects to identify trends in higher education event programs as they relate to the hospitality industry. Events are important development initiatives and when properly planed can become a true cultivation …

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Development Of A Student Ambassador Program, Heather James May 2008

Development Of A Student Ambassador Program, Heather James

UNLV Theses, Dissertations, Professional Papers, and Capstones

The need for colleges to explore alternative methods of increasing enrollment provides new opportunities and challenges in the quest to attract students. These challenges and opportunities can be addressed with the development of a Student Ambassador Program. This work presents the creation of an ambassador program consisting of current and former students who reach out to local high schools, career seminars, and industry related venues in order to both increase awareness of the program while also answering questions and being a point of contact for potential students. The implementation of the program involves a targeted recruitment strategy, coupled with training …

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An Assessment Of The World Wine Auction Marketplace, Michael M. Bowden May 2008

An Assessment Of The World Wine Auction Marketplace, Michael M. Bowden

UNLV Theses, Dissertations, Professional Papers, and Capstones

The fine wine marketplace has exploded in recent years, especially within the United States. Driven from super-heated prices this year [2007], American and European wine auctions sponsored by English-language houses realized at least US$333,209,438 in revenues this year, up from last year’s [2006] US$242,803,251 (Goldberg, 2007). It should also be noted that Peter D. Meltzer, from Wine Spectator magazine, stated that “worldwide auctions of fine and rare wines rose 25 percent over 2006 to hit a record $301 million in sales, according to figures just released by the major auction houses” (Meltzer, 2008, P. 128). This charge, especially in the …

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Food Marketing Association: Fund Raising Task Force, Miranda K. Owen Apr 2008

Food Marketing Association: Fund Raising Task Force, Miranda K. Owen

Honors Theses

The objective of this project was to develop a sustainable fundraising program for the Food Marketing Association, a Western Michigan University student organization, which would not only provide income to the organization but provide an educational experience for the students. The concept was to contact a food manufacturer or marketing group and offer the resources of the student organization to introduce and test one of their new products on WMU's campus in exchange for a donation to the organization. The following report summarizes and outlines the process followed in order to obtain this position.

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Customer Satisfaction Index Of Singapore: Executive Summary 2007, Institute Of Service Excellence, Smu Apr 2008

Customer Satisfaction Index Of Singapore: Executive Summary 2007, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Institute of Service Excellence at Singapore Management University was appointed by the Workforce Development Agency (WDA) to implement and maintain an annual benchmark for service related industries in Singapore. The 2007 Customer Satisfaction Index of Singapore (CSISG 2007) is based on data from a nationwide survey conducted between May 1 and July 23 2007. This survey was designed by the National Quality Research Center (NQRC) at the University of Michigan and modeled after the American Customer Satisfaction Index (ACSI).

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Premier, Robyn Campbell-Ouchida, Gian Galassi, Judy A. Nagai, Angela Sablan, Roy Jones, Brian Soulé, Michelle Mouton Apr 2008

Premier, Robyn Campbell-Ouchida, Gian Galassi, Judy A. Nagai, Angela Sablan, Roy Jones, Brian Soulé, Michelle Mouton

Premier: The Magazine of the UNLV Harrah Hotel College

No abstract provided.

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Incentive Program For The Cherokee Nation Enterprise Floor Staff, Justin Teel Apr 2008

Incentive Program For The Cherokee Nation Enterprise Floor Staff, Justin Teel

UNLV Theses, Dissertations, Professional Papers, and Capstones

Many promotions at Cherokee Casino Resort are mass marketed and are not designed for a specific guest. Often guest are unaware of the promotions that are taking place while they are visiting the resort. The Floor staff is not making the effort to promote products that Cherokee Casino Resort invests in. Floor staff can increase the amount of participants with their day-to-day contact with the guest. The purpose of this paper is to create an outline, structure, and implementation timeline for an incentive program that can be effect in motivating the staff as well as increase revenue for the casino. …

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Measuring Gaps In Customer Service At Spas: Are We Offering Our Customers What They Want?, Patricia Mittelstadt Apr 2008

Measuring Gaps In Customer Service At Spas: Are We Offering Our Customers What They Want?, Patricia Mittelstadt

UNLV Theses, Dissertations, Professional Papers, and Capstones

Currently, there is no academic standard or format that spas use to rate themselves against other spas, not is there one for spas to rate themselves on improvements based on previous surveys. This paper will offer a format for each individual spa and groups of spas, to find what the clientele’s expectations are. It will also determine if the spa is meeting or exceeding these expectations, and will create a format for all spas to use, based on the SERQUAL analysis developed by Parasuraman, Berry, and Zeithaml (1991). This tool will allow spas to survey their customers to see if …

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A Review Of The Hotsos Implementation At The Mandalay Bay Resort And Casino, Sarita Noyola Apr 2008

A Review Of The Hotsos Implementation At The Mandalay Bay Resort And Casino, Sarita Noyola

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of this professional paper is to develop a case that analyzes the implementation of a guest service response system at a full service hotel resort. The term implementation will refer to the following: the start to completion process and steps utilized to install a new method into hotel operations. The definition of system, for the purposes of this report is a technological solution that utilizes limited manual processes and relies upon computers, mobile devices and computer programming. For the purposes of this report the term full service hotel resort will refer to a casino resort and hotel that …

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Building An Effective Marketing Model For Native American Casinos, Jeffery M. Pletcher Apr 2008

Building An Effective Marketing Model For Native American Casinos, Jeffery M. Pletcher

UNLV Theses, Dissertations, Professional Papers, and Capstones

In 1987 the U.S. Supreme Court recognized that, as sovereign political entities, federally recognized Native American tribal entities could operate gaming facilities free of state regulation. Soon after, Congress introduced the 1988 Indian Gaming Regulatory Act (IGRA), which maps out the conditions under which Native American tribal entities are permitted to operate casinos and bingo parlors (Kilby, Fox, & Lucas, 2005). These terms and conditions for Native American casinos under IGRA regulation are Class II gaming methods. Class II gaming is defined as the game of chance commonly known as bingo (regardless of electronic, computer, or other technological aid) (Kilby …

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Telling Our Story — Case Study Of The Cherokee Nation Cultural Tourism Initiative, Chad Smith Apr 2008

Telling Our Story — Case Study Of The Cherokee Nation Cultural Tourism Initiative, Chad Smith

UNLV Theses, Dissertations, Professional Papers, and Capstones

This is a case study of the Cherokee Nation Cultural Tourism initiative: planning began in 2005 and development began in 2008. This initiative resulted from the perceived need to create local employment, provide incentives to continue the culture and language of the Cherokee people, develop social and political good will in and outside of the Cherokee Nation area, enhance the brand of Cherokee Nation gaming and develop long term capacity in entertainment marketing. The opportunities identified included stimulating and reaching higher end Cherokee art and crafts market, encouraging development of more culturally authentic and fine Cherokee arts and craft, offering …

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Market Feasibility Studies: Hospitality Decision Making, Kim Mangino Apr 2008

Market Feasibility Studies: Hospitality Decision Making, Kim Mangino

UNLV Theses, Dissertations, Professional Papers, and Capstones

The specific purpose of this paper was to create a teaching case, while analyzing data that was collected in an effort to determine whether or not the particular organization had achieved “excellence.” The resulting teaching case aims to be an additional resource in organizational behavior and mainstream business classes across the globe, as it provides an example of a highly successful company that is facing basic, fundamental organizational issues. Ideally, this research will provide readers with an avenue for scrutinizing major issues in the hospitality industry and potential solutions. The case is most appropriate for upper division undergraduates or graduate …

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Determining Organization Excellence, Elliott Moseley Apr 2008

Determining Organization Excellence, Elliott Moseley

UNLV Theses, Dissertations, Professional Papers, and Capstones

The hotel and hospitality industry are flourishing at a greater and more rapid pace in the global context than ever before and with each new projected location there is a certain inevitable risk faced by investors in that property. The level of risk varies from one situation to the next and such potential owners/investors must be able to act and plan with confidence when investing in hotel real estate. This confidence can be accomplished with full understanding of the strengths and weaknesses of economic and market analyses within any particular location. One important tool that these individuals use is market …

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Human Resources Challenges And Opportunities In China: A Case From The Hospitality Industry, Ilan Alon, Tatiana Ferreira Mar 2008

Human Resources Challenges And Opportunities In China: A Case From The Hospitality Industry, Ilan Alon, Tatiana Ferreira

Faculty Publications

The purpose of this study is to underline some of the distinctive practices of the hospitality industry in China. Particularly, we have interviewed several industry experts in luxury hotel properties in China and the USA and have compared their human resources practices. We found that luxury hotels which want to achieve international levels of service must invest more time in hiring and training their Chinese employees. Chinese employees are hired based on personality, and are found to be lacking a service mentality. Cultural and institutional differences in human resources account for the differences that exist between Chinese employees in the …

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Managing A Flexible Workforce, James Peter Murphy Feb 2008

Managing A Flexible Workforce, James Peter Murphy

Conference papers

The greatest cost to most Irish Licensed premises is staff. When establishments say that they are ‘people based’ and their important assets are their people they usually mean it, yet very little investment has gone into staff management systems. Effective staff management systems can help to reduce the costs involved in recruiting and training employees and, most importantly, help to reduce the result that absenteeism causes on maintaining quality customer service. This special presentation addresses these issues and offers some practical solutions to these challenges.

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Millennial Students, Movies And Tourism, Jeeyeon Hahm, Randall Upchurch, Youcheng Wang Feb 2008

Millennial Students, Movies And Tourism, Jeeyeon Hahm, Randall Upchurch, Youcheng Wang

Rosen Faculty Scholarship and Creative Works

This study examines the degree to which the leisure activity of "going to a movie film" influences an individual's image formation process, and therefore desire to visit the portrayed tourist destination. The results of this single case study are twofold. First, demographic differences occur between pretest and posttest measures of destination attributes as the result of exposure to a destination specific movie, and second, the desire to visit the film locations as expressed in the movie significantly vary by gender, age, and ethnicity.

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Cointegration And Causality Between Tourism And Poverty Reduction, Robertico R. Croes, Manuel Vanegas Sr. Jan 2008

Cointegration And Causality Between Tourism And Poverty Reduction, Robertico R. Croes, Manuel Vanegas Sr.

Faculty Scholarship and Creative Works

This study, using cointegration and causality tests, investigates the relationship among tourism development, economic expansion, and poverty reduction in Nicaragua. The results indicate a long-run stable relationship among the three. The causality tests suggest a one-way Granger causal relation between tourism development and economic expansion, and between tourism and poverty reduction, and a bidirectional causal relation between economic expansion and poverty. The nexus of tourism, economic expansion, and poverty reduction is established in the Nicaraguan economy. This result is supported by testing the sensitivity of the Granger causality test under different lag selections along the optimal lag. The empirical evidence …

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To Investigate Customer Expectations And Perceptions Of Service In The Restaurant Sector, Mike O'Connor Jan 2008

To Investigate Customer Expectations And Perceptions Of Service In The Restaurant Sector, Mike O'Connor

Other resources

The principal objective of this dissertation is to investigate customer expectations and perceptions of service in the restaurant sector in Ireland. Chapter 1: Serves as an introduction to the dissertation, it outlines the research objectives, the rationale for the research while evaluating customer satisfaction. It also looks at service personnel while measuring the cost of quality and reviewing customer equity considerations. Chapter 2: Acquaints the reader with material from alternative sources, it describes the restaurant environment, identifies the implications and characteristics of service, examines the role of the service quality classification, it states the early approaches to service and looks …

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Analysis Of Japanese Hotel Employees' Job Satisfaction And Its Association With Annual Income And Other Socio-Economic Variables, Tadayuki Hara, Dana Tesone Jan 2008

Analysis Of Japanese Hotel Employees' Job Satisfaction And Its Association With Annual Income And Other Socio-Economic Variables, Tadayuki Hara, Dana Tesone

Rosen Faculty Scholarship and Creative Works

Researcher conducted quantitative analyses of Japanese hotel employees' job satisfaction and its association with the other variables such as actual annual salary, desired annual salary, age, gender, highest education, years in the industry, number of jobs switched, size of the hotel etc. While some of the descriptive statistics might indicate that overall mean score of the job satisfaction appears to be improving, the research revealed where the increased variances of satisfaction might have come from. Series of hypotheses testing based on the industry-generated questions were conducted. While there were substantial evidences to support some allegations, relatively huge variances often indicated …

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Hospitality Management Educators Vs. The Industry: A Competency Assessment, Michelle Millar, Zhenxing Mao, Patrick Moreo Jan 2008

Hospitality Management Educators Vs. The Industry: A Competency Assessment, Michelle Millar, Zhenxing Mao, Patrick Moreo

Hospitality Management

An often-asked question in the hospitality industry is whether graduates of hospitality education programs possess the competencies that the hospitality industry believes students should possess. The purpose of this study is to determine the discrepancies, if any, in the competencies being taught in the classroom for hospitality tourism students versus what lodging and food and beverage professionals believe are the most important competencies to be taught. Semi-structured, personal in-depth interviews were conducted with both educators of, and industry professionals working in, lodging management, and the food and beverage industry. The results of this study, incorporated into a competency domain model, …

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The Relationship Of Demographics To Gaming Preferences And Behavior, Michelle Millar, Seyhmus Baloglu Jan 2008

The Relationship Of Demographics To Gaming Preferences And Behavior, Michelle Millar, Seyhmus Baloglu

Hospitality Management

The purpose of this exploratory study was to identify any association between the type of game landbased casino visitors played and various demographic and behavior characteristics. Multiple Correspondence Analysis (MCA) was used to identify the association between type of casino game played and respondent characteristics and behaviors. The study revealed that different types of visitors to land-based casinos may be drawn to different types of casino games. Preferences were separated by gender, age, previous visits to gambling destinations, whether the respondents gambled on the Internet, and what type of Internet game they played. The identified associations have the potential to …

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An Empirical Inventigation Of Gaming Destination Images: Implications For Branding, Michelle Millar Jan 2008

An Empirical Inventigation Of Gaming Destination Images: Implications For Branding, Michelle Millar

Hospitality Management

No abstract provided.

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Hotel Guests’ Preferences For Green Hotel Attributes, Michelle Millar, Seyhmus Baloglu Jan 2008

Hotel Guests’ Preferences For Green Hotel Attributes, Michelle Millar, Seyhmus Baloglu

Hospitality Management

The primary purpose of this study was to identify a list of green attributes guests would prefer to have in the guest room of a hotel. Using results from a mixture of qualitative and quantitative questions in a survey of attendees of a hotel developer’s conference, a list is presented. The green attributes include such items as recycling bins in the guest room, and energy saving lighting. Some attributes, however, such as refillable soap and shampoo dispensers, were not received favorably. Future environmental challenges the industry will face, along with defining a green hotel, are also presented.

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Implementation Of Effective Experiential Learning Environments, Dan Cormany, Andrew Hale Feinstein Jan 2008

Implementation Of Effective Experiential Learning Environments, Dan Cormany, Andrew Hale Feinstein

Faculty Publications

This paper applies the experiential learning theory of Kolb (1984), the sequential case study learning theory of Knoop (1984), the techniques of effective class role play (Gross Davis, 1993; Pike, 1994) and Rausch's (1999) recommendations for debriefing to a class exercise of graduate Hotel Administration students in teaching the necessity of crisis planning for hotel properties. Starting with the concept of four learning modalities presented by Kolb, we suggest introducing four instructional elements when developing effective experiential learning environments. As judged through qualitative assessment of student participation and the final product produced by the group as a result of its …

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Book Review: Six Arguments For A Greener Diet, Cathy Emberton, Holly Gillespie, Meghan Glow, Melanie Burns Jan 2008

Book Review: Six Arguments For A Greener Diet, Cathy Emberton, Holly Gillespie, Meghan Glow, Melanie Burns

Faculty Research & Creative Activity until 2018 (FCS)

No abstract provided.

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Book Review: Six Arguments For A Greener Diet, Cathy Emberton, Holly Gillespie, Meghan Glow, Melanie Burns Jan 2008

Book Review: Six Arguments For A Greener Diet, Cathy Emberton, Holly Gillespie, Meghan Glow, Melanie Burns

Faculty Research & Creative Activity

No abstract provided.

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An Analysis Of Online Customer Complaints In Multiple Sectors Of The Hotel Industry, Tianshu Zheng, Thomas R. Schrier, Michelle Millar Jan 2008

An Analysis Of Online Customer Complaints In Multiple Sectors Of The Hotel Industry, Tianshu Zheng, Thomas R. Schrier, Michelle Millar

Hospitality Management

The Internet has become a highly used tool for communication. Through the use of online communities consumers are able to view as well as leave comments regarding their experiences. These comments can either be positive or negative. By examining the customer complaining behavior, the purpose of this study is to identify the differences between negative online complaints against luxury hotels and mid-scale hotels, and to provide managers with some insights to help them respond properly to different online complaints. Using both qualitative and quantitative approaches, online complaints will be analyzed. The findings of this study are expected to help hotel …

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