Health, Wellness Focus within Resort Hotels

This study analyzes the rising importance of the development and enhancement of a health and wellness focus within resort hotels. Market trends, consumer demands, revitalization efforts, and bottomline impacts are examined as they relate to the resort spa industry of today

Organizational Commitment and Loyalty Among Part Time Hospitality Employees

Historically, part time employees have played a critical role in the delivery of guest services in the hospitality industry. This study evaluates commitment issues from 169 part time hospitality workers. Discussions focus on effective strategies to boost employee commitment and levels of employee support among part time workers in order to improve behaviors and enhance loyalty

Theory of Service: The User Perspective

For development of the theory of service, the focus was on the constructs of service. The theory is expanded to encompass the various business models of service and the service encounter including but not limited to guest satisfaction, service quality, service and technology, service system design, and customer relationship management. The theory began with the observed differences in different service settings, the emergence of technology and defining the service experience across multiple sectors. Further consideration is given to the aspects of the service transaction and what constitutes service, where a labor component of a firm’s product has been transferred to the customer. Lastly, self-service and automation are considered in the context of the user experience. Implications for industry application are discussed

Making Management Manageable: An Empirical Investigation into the Stress and Emotional Health of U.S. Hotel Managers

This study measures the amount of stress hotel managers feel on a daily basis. A total of 211 managers self-reported their stress levels using the 43-item Social Readjustment Rating Scale (SRRS). Results show that more than half of hotel managers report stress levels which are very likely to cause stress-related illnesses. The findings of this study are then compared to an earlier study done in 1998 and key differences are discussed. Implications and suggestions for the industry are provided

Single vs. Co-Authored and Multi-Authored Research Articles: Evaluating the views and opinions of ICHRIE Scholars

In 1998, a study was conducted to determine whether CHRIE faculty believed scholars should receive the same amount of credit for single- and co-authored article. This study replicates and updates that information and offers new issues on the subject

Study of Stress and Emotional Health of U.S. Hotel Managers

This study measures the amount of stress hotel managers feel on a daily basis. A total of 211 managers self-reported their stress levels using the 43-item Social Readjustment Rating Scale (SRRS). Results show that more than half of hotel managers report stress levels which are very likely to cause stress-related illnesses. The findings of this study are then compared to an earlier study done in 1998 and key differences are discussed. Implications and suggestions for the industry are provided

Theory of Service

For development of the theory of service, the focus was on the constructs of service. The theory is expanded to encompass the various business models of service and the service encounter including but not limited to guest satisfaction, service quality, service and technology, service system design, and customer relationship management. The theory began with the observed differences in different service settings, the emergence of technology and defining the service experience across multiple sectors. Further consideration is given to the aspects of the service transaction and what constitutes service, where a labor component of a firm’s product has been transferred to the customer. Lastly, self-service and automation are considered in the context of the user experience. Implications for industry application are discussed.The authors wish to acknowledge Dr. Thomas Maier of the University of San Francisco for his contributions to this paper