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Effects On Hotel Customer Service Based On Growth In Technology, Chelsea M. Temple 2019 Johnson & Wales University - Providence

Effects On Hotel Customer Service Based On Growth In Technology, Chelsea M. Temple

Senior Capstone Projects

This study will be concentrating on the effects of technology on customer service quality in the hotel industry. The purpose of this research is to measure the satisfaction of the guests based on the growth in technology in a hospitable setting. The customer guest satisfaction ratings and responses for this research will be based on a pilot study conducted by convenience sampling. The participants in this study are guests that have visited one of the top hotel chains in the world. The method of convenience sampling is used due to the opportune surveys that are sent to guests inquiring their ...


Redesign A Travel Plan By Using Creative Problem Solving, Jingwen Che 2019 State University of New York College at Buffalo - Buffalo State College

Redesign A Travel Plan By Using Creative Problem Solving, Jingwen Che

Creative Studies Graduate Student Master's Projects

Nowadays, there is a big market for Chinese citizens to travel abroad. There is a growing need for Chinese to experience a customized travel. This project uses Creative Problem Solving to fix the problem existed in the previous travel plan, and redesign a unique, customized and functional travel plan. This project is a sample of how to improve family relationships in a travel experience by using Creative Problem Solving.


Tribal Gaming Leader Strategies Toward A Sustainable Future, Janie A. Hall, Patricia I. Fusch, Janet M. Booker 2019 Walden University

Tribal Gaming Leader Strategies Toward A Sustainable Future, Janie A. Hall, Patricia I. Fusch, Janet M. Booker

The Qualitative Report

One aspect of leadership strategy is the need to account for the core values of the organization. The purpose of this case study was to explore the tribal gaming leader strategies used toward sustainability, an action that leads to tribal economic development and stability. The conceptual framework of situational leadership theory was used to guide the scope and analysis of this study. Six tribal gaming leaders from Oklahoma participated in a focus group session; 7 additional tribal gaming leaders from the same gaming organization participated in individual interview sessions. Member checking was used to strengthen the credibility and trustworthiness of ...


A Strategic Audit Of Runza Restaurants, Chase Caverzagie 2019 University of Nebraska - Lincoln

A Strategic Audit Of Runza Restaurants, Chase Caverzagie

Honors Theses, University of Nebraska-Lincoln

Runza is a well-known, Nebraskan restaurant. As Runza begins to expand, and a new generation of buyers approaches, it is important for Runza to examine the horizon and think critically about their future strategy. Runza will need to decide what their next steps will be to maintain a competitive advantage, and be successful for many more years to come. This strategic audit will look at the company’s background, business model, the internal and external environment, and company strengths and weaknesses. Then, several strategy alternatives are proposed, with the selection and implementation plan of the best strategic alternative.


Why And When Witnessing Uncivil Behavior Leads Observers To Punish Frontline Employees And Leave The Firm, Ismail Karabas, Jeff Joireman, Shinhye Kim 2019 Murray State University

Why And When Witnessing Uncivil Behavior Leads Observers To Punish Frontline Employees And Leave The Firm, Ismail Karabas, Jeff Joireman, Shinhye Kim

Faculty & Staff Research and Creative Activity

The present studies examined observer responses to failed recoveries following a service failure in a restaurant setting. Study 1 demonstrated that, relative to a neutral response, a negative server response increased desire for revenge and negative firm attitudes, which reduce tipping and return intentions, but revealed no benefits of a positive server response. Study 2 highlighted the full buffering effect of management apology on firm-related outcomes (attitudes, return intentions) which did not extend to employee-related outcomes (desire for revenge, tipping). Study 2 also supported a structural model in which negative server responses generate perceived deontic injustice, which predicts desire for ...


"Robot Rooms": How Guests Use And Perceive Hotel Robots, Lina Zhong, Rohit Verma 2019 Cornell University School of Hotel Administration

"Robot Rooms": How Guests Use And Perceive Hotel Robots, Lina Zhong, Rohit Verma

Center for Hospitality Research Publications

Robot-assisted hotel services get generally high marks in a study of guests at 88 hotels in China. Guests reported making fairly frequent use of the robots, primarily for such relatively simple functions as turning on the lights and turning off the TV. Chief problems occur when the robot cannot recognize operation commands, when guests must repeat their request, and when the robot isn’t actually programmed for a particular operation. Asked what services they expect from a hotel robot, guests cited food distribution, delivering goods, handling check-in and checkout, and providing travel information and consumption recommendations. Two-thirds of customers considered ...


Miami Craft Brewery Collection, David Lanster 2019 University of Miami

Miami Craft Brewery Collection, David Lanster

Library Research Scholars Program 2018-2019

The Miami food scene - including restaurants, breweries, bakeries, and distilleries - is in a state unlike any it has experienced before. Fueled by innovators in cuisine and tangible public excitement, it is an unprecedented time in terms of both quantity and quality for South Floridians to eat and drink. The Miami Craft Brewery Collection effort within the Special Collections hopes to document and celebrate the rise of Craft Brewing in Miami through the collection of brewery documents, advertising ephemera, bottles/labels, actual beer, and oral histories from prominent leaders in the field.


Everything You Never Wanted To Know About Spanish Wines (And A Few Things You Did), John Phillips Wacker 2019 University of South Carolina - Columbia

Everything You Never Wanted To Know About Spanish Wines (And A Few Things You Did), John Phillips Wacker

Senior Theses

The Spanish wine scene is incredibly diverse, and an immense number of different wines are made in the country. Likewise, Spain is incredibly rich in culture, with a wide array of languages, histories, cultures, and cuisines found throughout the nation. The sheer number and variety of Spanish wines and the incredible variety of cultures found in Spain may be daunting to the uninitiated. Thus, a guide to Spanish wine and culture, which not only details the two but links them, as well, may prove very helpful to the Spanish wine newcomer or perhaps even a sommelier.

This thesis-guide was compiled ...


Organizational Alignment And Employee Job Satisfaction In An Eb-5 Hotel, Valentina Naumenko, Robert R. Schaller 2019 Johnson University

Organizational Alignment And Employee Job Satisfaction In An Eb-5 Hotel, Valentina Naumenko, Robert R. Schaller

Journal of Global Business Insights

The hospitality industry of the United States continues to thrive and grow each year with millions of tourists and business visitors. Florida, and specifically Orlando are leaders in U.S. tourist destinations. The industry’s growth has been stimulated by foreign direct investment, including the EB-5 visa program, which in 2016 contributed almost $4 billion of inward capital investment. The hospitality industry receives one of the largest portions of total EB-5 investment, about 31%. Florida ranks 2nd to New York among a handful of other states that receive the most EB-5 investment. Because more and more hospitality organizations are financed ...


Using The Mixed Methods Research To Model The Hotel Performance Measurement In Egypt: An Example From A Hotel Chain, Karam G. Zaki 2019 Fayoum University

Using The Mixed Methods Research To Model The Hotel Performance Measurement In Egypt: An Example From A Hotel Chain, Karam G. Zaki

Journal of Global Business Insights

The aim of this research is to propose a process dynamic model for measuring and benchmarking performance in hotel food and beverage operations. This model involves three sequential stages; first, identifying the existing performance measures used in hotels; followed by, calculating performance using Data Envelopment Analysis (DEA) and LINGO application; third, benchmarking the performance index. The research design involves a case study methodology with the choice of mixed methods. It uses 20 in-depth semi-structured interviews, group discussions, archival analysis, and direct observations. A panel data from 2007 until 2016 was obtained from the hotel cases to get performance calculations and ...


Influences Of Native American High School Students' Financial Knowledge And Behavior, Lorna Saboe-wounded Head 2019 Iowa State University

Influences Of Native American High School Students' Financial Knowledge And Behavior, Lorna Saboe-Wounded Head

Lorna Saboe-Wounded Head

The purpose of this quantitative study was to identify the relationship between culture, family socioeconomic status and community infrastructure to financial knowledge and behavior of Native American high school students in Montana, New Mexico, and South Dakota. A secondary analysis of survey data gathered in the 2008 Oweesta Jump$tart Study was analyzed by conducting an ANOVA comparison of means. The National Jump$tart survey was administered at high schools with a high population of Native American students in Montana, New Mexico and South Dakota. In the original study, questions were added to the survey instrument to collect demographic data ...


Needs-Based Training And Online Resource For Managers Of Rural Festivals, Fairs, And Events, Eric D. Olson, Lakshman Rajagopal 2019 Iowa State University

Needs-Based Training And Online Resource For Managers Of Rural Festivals, Fairs, And Events, Eric D. Olson, Lakshman Rajagopal

Eric D. Olson

Festivals, fairs, and events (FFEs) provide rural communities with economic and noneconomic benefits. For the project described in this article, we conducted a needs assessment of Iowa FFE managers by surveying them about the challenges they face in event management and then used the results of the assessment as the basis for training sessions provided to rural FFE managers in five areas of the state and development of an associated event management resource. The resource can be used by Extension and outreach offices to provide local FFE managers guidance on managing FFEs. We discuss broader implications for Extension as well.


Customer Evaluation Of Managers' Responses To Online Complaints, Eric Olson 2019 University of Central Florida

Customer Evaluation Of Managers' Responses To Online Complaints, Eric Olson

Eric D. Olson

Managers have begun to respond to customers' online reviews of services on online review websites. However, it is not known how viewers evaluate company-initiated service recovery in the form of manager responses to online reviews. This research has three objectives: (1) to explore how managers are currently responding to electronic word of mouth; (2) to investigate whether a manager's response to electronic negative word of mouth (eNWOM) positively influences viewers' behavioral intentions; (3) to examine which elements in a manager's responses increases viewers' evaluations of trust and behavioral intentions towards the company. Three studies were conducted, one for ...


Chr Reports Compendium 2019, Center for Hospitality Research 2019 Cornell University School of Hotel Administration

Chr Reports Compendium 2019, Center For Hospitality Research

Center for Hospitality Research Publications

The 2019 CHR Compendium provides a summary of the Cornell Hospitality Reports published by the faculty of the School of Hotel Administration in the Cornell SC Johnson College of Business. The compendium also includes articles published in the Cornell Hospitality Quarterly, the school’s journal of applied research. Sorted by topic, the reports and articles contain direct implications for hospitality executives and those in related industries. CHR Reports are available for download at no charge.


From Casino Wars To Casino Capitalism: Sovereignty And Gaming In Macau, Tim Simpson 2019 University of Macau

From Casino Wars To Casino Capitalism: Sovereignty And Gaming In Macau, Tim Simpson

Occasional Papers

In 1999, after nearly half a millennia of administration, Portugal returned the citystate of Macau to the People’s Republic of China, and it was designated a Special Administrative Region under the PRC’s “one country, two systems” regime. Less than a decade after the handover Macau was transformed into the world’s most lucrative site of casino gaming, and today the city is visited by more than 35 million annual tourists, the majority of whom are from mainland China. Macau’s remarkable economic expansion may be in part attributed to the city’s ambiguous sovereignty, an endemic characteristic which ...


How Do Consumers Book Their Hotel Reservations? A Pilot Study, Charlotte Kasper 2019 Johnson & Wales University - Providence

How Do Consumers Book Their Hotel Reservations? A Pilot Study, Charlotte Kasper

Senior Capstone Projects

Given the variety of options of methods available today, the pilot study is examining just computer, smartphone app, or telephone. Respondents also have the option of making a reservation directly with the brand hotel that they wish to stay with or making the reservation through other means. Originally hypnotized that respondents would make their reservations through an online travel agency using their smartphone app; over all respondents prefer to book directly with the hotel using a web browser. This study does indicate that there is potential for future study to take the survey a step further to ask more of ...


Drivers Of Change In Hospitality, Amadeus, InterContinental Hospitality Group (IHG) 2019 Cornell University School of Hotel Administration

Drivers Of Change In Hospitality, Amadeus, Intercontinental Hospitality Group (Ihg)

Center for Hospitality Research Publications

[Excerpt] The number of international travelers is expected to almost double by 2036, and as this number grows, so too do the demands on the hospitality industry. This is a period of unprecedented change, where advances in cloud and analytical technology meet guests who both create and share more data, and place higher demands on their hospitality experience. The outcome? A new challenge is born. The industry must accommodate growth, but crucially it must also leverage a unique opportunity to futureproof operations. Integrated technology across the hospitality ecosystem will underpin the solutions and innovative applications of tomorrow.

From the fundamental ...


The Effects Of Loyalty Programs On Profits And Customer Retention, Kennylyn Miranda 2018 Johnson & Wales University - Providence

The Effects Of Loyalty Programs On Profits And Customer Retention, Kennylyn Miranda

Senior Capstone Projects

The purpose of study is to do an empirical analysis of the effects of customer loyalty and how it relates to customer retention and increases overall profits, particularly in the hospitality industry. The hospitality industry is continually changing and is encompassed in a highly competitive environment. Loyalty Programs are a form of marketing strategies that are set to attract, maintain, and enhance customer relationships (Yoo, 2011). The discussion of the study indicates that there is a significant increase in company profits due to customer retention and loyal customers.

In any business customer loyalty is a factor that drives the overall ...


Strategies To Customize Responsible Gambling Messages: A Review And Focus Group Study, Sally M. Gainsbury, Brett L. L. Abarbanel, Kahlil S. Philander, Jeffrey V. Butler 2018 University of Sydney

Strategies To Customize Responsible Gambling Messages: A Review And Focus Group Study, Sally M. Gainsbury, Brett L. L. Abarbanel, Kahlil S. Philander, Jeffrey V. Butler

Research & Economic Development Faculty Publications

Background Responsible gambling messages are widely used as a tool to enable informed choice and encourage appropriate gambling behavior. It is generally accepted that gamblers have different levels of risk of developing gambling problems and require various harm minimization tools and resources. Therefore, it is reasonable to expect that responsible gambling messages should be customized and target specific groups of gamblers. This project aimed to understand hypothesized differences between cohorts of gamblers and receive qualitative feedback on archetypal targeted messages used to increase use of responsible gambling tools. Methods Focus groups were held to test messages for specific cohorts: young ...


School Of Culinary Arts & Food Technology - Winter Newsletter 2018, James Peter Murphy 2018 Dublin Institute of Technology

School Of Culinary Arts & Food Technology - Winter Newsletter 2018, James Peter Murphy

Other resources

The School of Culinary Arts and Food Technology, Winter 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 Winter period of 2018. 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 sponsors) and our school's industry association supporters.


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