1984 research outputs found
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Fitting Restaurant Service Style to Brand Image for Greater Customer Satisfaction
Get PDFSupported by academic researchers, the restaurant industry has devoted enormous effort to the task of conceptualizing and developing measures of “service quality,” 1 based on the reasonable proposition that restaurant guests’ satisfaction relies on quality of service. However, it has become clear to us that quality alone is not the full measure of how restaurant guests gauge or react to their servers’ actions. Consequently, in this CHR report, we measure the effects of “service style,” which we conceptualize as a manner of delivering guest service that is specifically identifiable on some dimension other than quality. We feel that this issue of service style has largely been overlooked, and we believe it’s important to assess the effectiveness of different service styles in a particular restaurant context
Baker Program\u27s Inaugural International Trip to Vancouver
No full text[Excerpt] In March 2016, second-year students in the Baker Program in Real Estate embarked on a trip to Vancouver, British Columbia to meet with the people and companies that have played a role in shaping Vancouver into the celebrated international city it is today. Starting with a bold plan begun in the 1980s to connect the city to its waterfront, Vancouver has spent the following decades on a transformation spree that is the envy of urbanists the world over. Throughout a five-day itinerary, students visited the projects and neighborhoods that epitomize this transformation
Error Recovery Performance: The Impact of Leader Behavioral Integrity and Job Satisfaction
No full textThis article introduces the concept of error recovery performance, followed by the development and validation of an instrument to measure it. The first objective of this article is to broaden the current concept of service recovery to be relevant to the back-of-house operations. The second objective is to examine the influence of leader behavioral integrity (BI) on error recovery performance. Moreover, the study examines the mediating effect of job satisfaction between BI and error recovery performance. Finally, the study links error management performance with work-unit effectiveness. Data for Study 1 were collected from 369 hotel employees in Turkey. The same relationships were tested again in Study 2 to validate the findings of Study 1 with a different sample. Data for Study 2 were collected from 33 departmental managers from the same hotels. Linear regression analysis was used to test the direct effects. The mediating effects were tested using the mediation test suggested by Preacher and Hayes. In addition, in Study 2, general managers of the hotels were asked to rate the effectiveness of each manager and their respective department. Results from Study 1 indicate that BI drives error recovery performance, and this impact is mediated by employee job satisfaction. Results of Study 2 confirm this model and finds further that managers’ self-rated error recovery performance was associated with their general managers’ assessment of their deliverables and of their department’s overall performance
Utilizing “Big Data” to Improve the Hotel Sector’s Energy Efficiency: Lessons from Recent Economics Research
No full textHotel chains have access to a treasure trove of “big data” on individual hotels’ monthly electricity and water consumption. Benchmarked comparisons of hotels within a specific chain create the opportunity to cost-effectively improve the environmental performance of specific hotels. This paper describes a simple approach for using such data to achieve the joint goals of reducing operating expenditure and achieving broad sustainability goals. In recent years, energy economists have used such “big data” to generate insights about the energy consumption of the residential, commercial, and industrial sectors. Lessons from these studies are directly applicable for the hotel sector. A hotel’s administrative data provide a “laboratory” for conducting random control trials to establish what works in enhancing hotel energy efficiency
From the Editor
Get PDF[Excerpt] Cornell Hospitality Quarterly editor, Michael LaTour, lost his battle with cancer and passed away peacefully at his home on November 8, 2015. Mike LaTour’s in memoriam, which was written by his wife, Kathryn LaTour, reminds us of his legacy as an editor, scholar, and person. I want to use this “From the Editor” to highlight and discuss another of his editorial legacies. Before he passed away, Mike decided to introduce a “research note” section to the CQ—the first accepted one appears in this issue. I strongly supported Mike’s decision to have the CQ publish research notes and I intend to continue publishing them during my editorship
Hospital Administrative Characteristics and Volunteer Resource Management Practices
No full textPurpose – The purpose of this paper is to explore the links between various characteristics of hospital administration and the utilization of classes of volunteer resource management (VRM) practices.
Design/methodology/approach – This paper uses original data collected via surveys of volunteer directors in 122 hospitals in five Northeastern and Southern US states.
Findings – Structural equation modeling results suggest that number of paid volunteer management staff, scope of responsibility of the primary volunteer administrator, and hospital size are positively associated with increased usage of certain VRM practices.
Research limitations/implications – First, the authors begin the exploration of VRM antecedents, and encourage others to continue this line of inquiry; and second, the authors assess dimensionality of practices, allowing future researchers to consider whether specific dimensions have a differential impact on key individual and organizational outcomes.
Practical implications – Based on the findings of a relationship between administrative characteristics and the on-the-ground execution of VRM practice, a baseline audit comparing current practices to those VRM practices presented here might be useful in determining what next steps may be taken to focus investments in VRM that can ultimately drive practice utilization.
Originality/value – The exploration of the dimensionality of volunteer management adds a novel perspective to both the academic study, and practice, of volunteer management. To the authors’ knowledge, this is the first empirical categorization of VRM practices
Experimental Evidence that Retaliation Claims Are Unlike Other Employment Discrimination Claims
Get PDFThe type of discrimination claim that strikes fear in the hearts of all employers is the dreaded retaliation claim. While employers contend, and plaintiffs admit, that retaliation is different from other discrimination complaints, employee advocates have put forth legislation that would equalize retaliation with the other types of discrimination. This bill, Protecting Older Workers against Discrimination Act (POWADA), would expand the so-called mixed-motive jury instruction to age, and disability, as well as retaliation. Moreover, it would allow plaintiffs, not judges, to decide which types of instruction the jury would receive. In this article, the authors argue that retaliation claims should not receive the same treatment as other discrimination claims (including age and disability), because it’s easy for juries to believe that retaliation is a factor, regardless of other facts. Once a fact-finding jury checks the box to indicate that an employer’s motive might include retaliation, the employer will likely have to pay fees and costs, at minimum, regardless of the claim’s final resolution
The Construction of Professional Identity
No full text[Excerpt] The classification of ‘professions’ has been a debated topic (Abbott, 1988; Friedson 2001), with several researchers putting forth varying criteria which distinguish a profession from other occupations. Previously, an individual would be considered a professional only once they had completed and attained all of the training, certifications and credentials of a professional occupation and, of course, internalized this profession’s values and norms (Wilensky, 1964). Recently, researchers have begun to relax the criteria for classifying professional occupations, insisting only that the occupation be skill- or education-based (Benveniste, 1987; Ibarra, 1999). Furthermore, in today’s workplace, which is burgeoning with independent knowledge workers, the term ‘profession’ is often used as an adjective rather than a noun, describing how individuals carry out their work with knowledge and skill rather than the specific kind of work they do (see Chapter 9 in this book)
In Search of a Healthy Future: Senior Living
No full textPanelists discuss the need for more senior living facilities, Oct. 11, 2016 at the Cornell Symposium for Hospitality, Health, & Design. Featuring: Brooke Hollis, Associate Director, Sloan Program in Health Administration, Cornell University; Kelly Andress, President, Sage Senior Living; John P. Rijos, SHA \u2775, Co-Founder and Operating Partner, Chicago Pacific Founders; and Joe Weisenburger, Vice President, Senior Housing, Welltower Inc
Competitive Pricing in the Golf Industry
No full textIn this paper, we estimate the price elasticities of golf course demand, and then examine how pricing relative to competitors further shapes demand (course utilization) and revenue per available tee time round (RevPATR). Using a set of data for an entire destination golf market of 80 golf courses between 2012 and 2014, we examined price elasticity by course quality tier, customer segments (i.e., player types), month of the year, and day of the week. The sample used to calculate elasticities consisted of 140,567 daily rounds of golf. The average daily rates were aggregated from transaction data based on over 2 million rounds of golf booked annually in the market for the 3-year period. We find that during the entire sampling period the demand for golf was primarily price inelastic, suggesting that a drop in price will not have a significant positive impact on demand and revenue will decrease. Our examination of relative price position using a sub-sample from 2013 revealed that courses that priced above their competition not only reaped higher RevPATR, but also experienced higher daily course utilization. These finds suggest that given price inelasticity in the golf market studied, higher priced golf courses are able to extract both a revenue and a course utilization premium. Nevertheless, the full opportunity for maximizing revenue in the market using revenue management techniques has yet to be exploited