Integrating Technical and Emotional Competences in Hospitality Education Using a Competency-based Framework

Given that hospitality students comprise the largest proportion of industry employees, academicians and practitioners agree that enhancing competences is central to the education, training, and development of hospitality employees (Scott-Halsell, Blum, & Huffman, 2008). This research study used a competency-based framework to investigate the simultaneous application of technical and emotional competences training among a population of 50 students in a service management class at a large south-western university in the United States. The average scores for both competences increased after training which reinforced the notion of including emotional competence into the hospitality curricula. However, multivariate results did not provide sufficient evidence for an interactive approach. Prior research findings were supported in this study. For example, student performance was positively associated with customer satisfaction, student satisfaction was positively related to student intention to stay in the hospitality industry and customer satisfaction was positively related to customer intervention to revisit the student-operated restaurant. Overall, technical competences will always be of prime importance in developing hospitality undergraduates, however, studies suggest that developing emotional competences improves positive students� outcomes (Mann & Kanoy, 2010). Additionally, from an employee perspective, acquisition of both technical and emotional competences by hospitality graduates increases employability and position longevity while reducing specialized on-the-job training. Ultimately, employees will be well-trained, educated and able to effectively deal with difficult customer-related situations which may arise.Hospitality Administratio

Competency-Based Training in Aviation: The Impact on Flight Attendant Performance and Passenger Satisfaction

According to the United Nations World Tourism Organization (UNWTO, 2017), over one billion tourists traveled the globe in 2016. In spite of this increase of travelers, airlines are faced with declining levels of customer service and quality of customer experience (American Customer Satisfaction Index [ACSI], 2012). Frontline service employees, like flight attendants, create a critical impression of the service which affects customer perceptions and satisfaction. Nevertheless, many unknowns exist about what creates such impression and how it can be improved. In particular, no study has investigated the effects of Competency-Based Training (CBT) on flight attendants’ performance and consequently passengers’ satisfaction. The goal of this research was to examine the effect of CBT on flight attendants’ performance and consequently passengers’ satisfaction. A group of 109 flight attendants was trained in four competences: managing stress, dealing with conflict situations, displaying human relations skills, and delivering quality customer service. Pre-and post-training measures of flight attendants’ performance and customer satisfaction were taken. Random sampling was employed to administer questionnaires to passengers traveling between the Caribbean and North America. Bivariate analysis revealed that there was a positive association between flight attendant performance and customer satisfaction. However, flight attendant performance was not positively associated with CBT. Further analysis revealed that customer satisfaction is associated with CBT. Consequently, theoretical and practical implications were developed

Finishing the euchromatic sequence of the human genome

The sequence of the human genome encodes the genetic instructions for human physiology, as well as rich information about human evolution. In 2001, the International Human Genome Sequencing Consortium reported a draft sequence of the euchromatic portion of the human genome. Since then, the international collaboration has worked to convert this draft into a genome sequence with high accuracy and nearly complete coverage. Here, we report the result of this finishing process. The current genome sequence (Build 35) contains 2.85 billion nucleotides interrupted by only 341 gaps. It covers ∼99% of the euchromatic genome and is accurate to an error rate of ∼1 event per 100,000 bases. Many of the remaining euchromatic gaps are associated with segmental duplications and will require focused work with new methods. The near-complete sequence, the first for a vertebrate, greatly improves the precision of biological analyses of the human genome including studies of gene number, birth and death. Notably, the human enome seems to encode only 20,000-25,000 protein-coding genes. The genome sequence reported here should serve as a firm foundation for biomedical research in the decades ahead

The metaphor police: A case study of the role of metaphor in explanation

While many scholars have pointed to the role of metaphor in explanation, relatively little experimental research has examined whether and how metaphors are used and understood in everyday explanatory discourse. Across 3 experiments, we investigated the nature and function of metaphor in explanation by drawing on a real-world example where the terms guardian and warrior were used to metaphorically explain the role of police officers. We found, first, that the associations participants brought to mind for these concepts differed depending on whether they had previously answered questions about law enforcement (e.g., associations for warrior emphasized aggression and violence rather than strength and bravery when participants had previously answered questions about policing). Second, people were almost evenly split in their judgment of which metaphor was more appropriate to explain the role of law enforcement; this preference was highly predictive of beliefs related to policing and the criminal justice system. Third, and most important, using these metaphors to explain the job of policing causally influenced attitudes toward law enforcement in a metaphor-congruent manner (i.e., exposure to the guardian metaphor led to more positive attitudes), a finding that could not be accounted for by basic lexical priming. These studies complement existing work that has identified metaphor as a mechanism for representing abstract concepts, but also highlight the communicative and explanatory, rather than representational, functions of metaphor by showing that metaphors can encapsulate and convey an array of structured attitudes and beliefs

African Ancestry Associated Gene Expression Profiles in Triple Negative Breast Cancer Underlie Altered Tumor Biology and Clinical Outcome in Women of African Descent

Women of sub-Saharan African descent have disproportionately higher incidence of Triple Negative Breast Cancer (TNBC), and TNBC-specific mortality. Population comparative studies show racial differences in TNBC biology, including higher prevalence of basal-like and Quadruple-Negative subtypes in African Americans (AA). However, previous investigations relied on self-reported race (SRR) of primarily United States (US) populations. Due to heterogenous genetic admixture, and biological consequences of social determinants, the true association of African ancestry with TNBC biology is unclear. To address this, we conducted RNAseq on an international cohort of AAs, west and east Africans with TNBC. Using comprehensive genetic ancestry estimation in this African-enriched cohort, we found expression of 613 genes associated with African ancestry and 2000+ associated with regional African ancestry. A subset of African-associated genes also showed differences in normal breast tissue. Pathway enrichment and deconvolution of tumor cellular composition revealed tumor-associated immunological profiles are distinct in patients of African descent