The Role of Hospitality Service Quality in Third Places for the Elderly

As a result of the ageing baby-boomer generation and increasing average life expectancy, the active elderly is a growing population who enjoy their later lives. In order to support these individuals, it is essential to provide appropriate housing and services. In addition to the provision of these resources, it is also important that theses are of a high quality in order to adequately meet resident needs. Dr. Denver Severt and Dr. Ji-Eun Lee from Rosen College of Hospitality Management have explored the role of hospitality service quality in a Continuing Care Retirement Community (CCRC) setting

Take Time to Compliment Those Who Inspire You

Sometimes we cross paths with others who inspire and motivate greatness. This is particularly true in a learning community such as UCF

If You Expect to Succeed, be Wary of the \u27Iceberg Effect\u27

Have you ever walked away from a bad product or service experience thinking, “Did this just happen?” or “That was inconsiderate!

A World Ranking of the Top 100 Hospitality and Tourism Programs

The article provides an analysis of scholarly contributions to 11 hospitality and tourism refereed journals for the years 2002 to 2006. It presents the top 100 programs as ranked by instances of publications across 11 journals for a recent 5-year period. For the 5-year period, results indicate The Hong Kong Polytechnic University in the top position based on sums of instances, authors, and articles. Second, the researchers updated, modified, and extended a previous study published by the Journal of Hospitality & Tourism Research for similar information for the years 1992 to 2001. Following the update, an additional 15-year aggregate snapshot of research output for top producing institutions provided a top 18 over the last 15-year period. Next, researchers provide an updated analysis by contribution and world region among the specific journals with results indicating a large growth in the number of articles produced in Asia going from 6% of all publications over the earlier 10-year period from 1992 through 2001 to nearly 15% of published articles over the past 5-year period from 2002 through 2006. The article concludes with suggestions for the extension of similar studies and provides implications for hospitality and tourism educators

Service delivery in private residence clubs: A study based on product attributes as varied by location with one brand

The luxury timeshare segment of the larger lodging industry merits further investigation due to the customer/owner relationship. This study uses a quantitative case study, and supported the relationship between satisfaction, value and loyalty. The study revealed the need for significant improvement in the resolution of service problems. The study is limited in that it studies the units of one company and thus calls for additional satisfaction and loyalty studies for this unique niche

Show Managers\u27 Perceptions of Customer Equity in the Convention Industry

Using relevant marketing and convention literature as justification, this study explores and further defines customer equity factors in a business‐to‐business context (i.e., the show manager to a convention center) from the show manager\u27s perspective. A factor analysis revealed that relationship equity explained more of the variance in the data, followed by value equity and then brand equity. Nine factors (five were classified as value, three as brand, and one as relationship) were revealed and then further used to identify any dominant drivers of customer equity considering intention to rebook by the show manager. The study results further supported location as the primary driver for intention to rebook with personal connection, ease in booking process, and easy move in and move out noted as important drivers to rebooking. From the convention center and show manager viewpoint, this output can be used to better define and hence enhance the value strategy, brand strategy, and relationship strategy offered to show managers by convention centers. For researchers, the study indicates some direct avenues for future research (e.g., further refinement the scales of brand, value, and relationship equity for the convention industry)

Evaluating short-term tourism economic effects in confined economies: conceptual and empirical considerations

Given the necessary involvement of government with the tourism product, accountability for government\u27s expenditures of tax dollars is of increasing importance. This paper discusses the literature for three types of analyses that governments can use to ascertain the effectiveness of their spending of tax dollars to promote a tourism destination. The shortcomings and benefits for each method are discussed. Conclusions based on the type of method chosen require that the user understand the specific context, time horizon and their need for the study. For the case study presented in this paper, the context of a confined area, the time horizon of short-term and the need of finding out the economic impact of tourism for Kissimmee/St Cloud, the I–O/SAM method is deemed optimal. A case study of Kissimmee/St Cloud, along with the results of the economic impact, is presented. Results of the study show that taxpayers are receiving a substantial return on their tax investment for the tax dollars spent

Initial And Ongoing Mystery Shopper Motivations: An Empirical Investigation By Experience Level And An Application Of The Theory Of Motivational Crowding

Mystery shopping has become an accepted method of performance measurement in many industries. This study contributes to the mystery shopping research stream by empirically testing the initial and ongoing motivations of mystery shoppers. Simultaneously, the study also examines whether the theory of motivational crowding is applicable to the mystery shopping industry. Motivations, analyzed with a mixed between-within split plot analysis of variance mostly affirmed the psychoeconomic theory of motivation crowding in the mystery shopping industry. Practical implications of the results indicate a need for optimization of compensation in mystery shopping and a need to analyze mystery shoppers based on experience level to further insure validity of mystery shopping reports. © 2012 Copyright Taylor and Francis Group, LLC

Consumers\u27 Perceptions Of Fairness And The Resultant Effect On Customer Satisfaction

This study investigated the effects of interactional, distributive, and procedural fairness on overall fairness and customer satisfaction and of overall fairness on customer satisfaction across a broad spectrum of service encounter outcomes within the service sector, not just in the context of a service failure. Nearly 50% of those encounters recalled represented hospitality and leisure businesses exclusively. The model tested here has been adapted from a larger theoretical model of the customer\u27s path to loyalty which is an adaptation of previous models of the service profit chain, customer satisfaction with service failure and recovery, and complaint handling relationships. This research provides practical information that can lead to a better understanding of customers\u27 evaluation methods and be used to guide the formation of improved service strategies that provide fairness, a key to satisfaction in hospitality, leisure and service sector affiliated businesses. © 2006 by The Haworth Press, Inc. All rights reserved