JavaScript is disabled for your browser. Some features of this site may not work without it.
Browsing Cornell Peter and Stephanie Nolan School of Hotel Administration by Author "Kwortnik, Robert J. Jr."
Now showing items 1-20 of 28
-
Building and Managing Your Brand
(2011-01-01)[Excerpt] Have you eaten at Zoup!, Smashburger, or Big Al's Steaks? Have you stayed at Andaz, Aloft, or Element? If you haven't yet experienced one of these products, let alone heard of them, it's probably because they are ... -
Buyer Monitoring: A Means to Insure Personalized Service
(2009-01-01)Marketing scholars propose that service employees play a primary role in delivering service quality. However, the question of how to motivate service employees to enhance service production has received little research ... -
Carnival Cruise Lines: Burnishing the Brand
(2006-08-01)The case of Carnival Cruise Lines chronicles the company’s birth and development as it redefined the leisure cruise industry. With a theme of “Fun Ships” and low pricing, Carnival appealed to a diverse market. Under the ... -
Categorizing Cruise Lines by Passenger Perceived Experience
(2017-09-01)In the travel and hospitality industries, categorization of products, brands, and experiences permit efficient comparison and evaluation that aids decision making—from consumer choice to organizational strategy. However, ... -
Clarifying ''Fuzzy'' Hospitality-Management Problems with Depth Interviews and Qualitative Analysis
(2003-04-01)[Excerpt] Many successful hospitality-management programs are predicated on the manager’s ability to get to know the customer, a task that is almost always easier said than done. The depth of understanding required to ... -
Connecting with the Culture: A Case Study in Sustainable Tourism
(2006-11-01)In a destination dominated by all-inclusive resorts, a different tourism venture seeks to offer guests a genuine connection to the community. “VillageLife Tourism” and its associated “Okra Inn” demonstrate how tourism can ... -
Driving Demand for the Quarterdeck: A Case Study
(2007-08-01)The Quarterdeck Beachside Villas and Grill is a small property that faces an all too common set of challenges, most of them stemming from steep seasonality. Located on Nova Scotia's south shore, the Quarterdeck sells out ... -
Exploring Behavioral Differences Between New and Repeat Cruisers to a Cruise Brand
(2017-11-08)The modern leisure cruise industry is one of the most dynamic and profitable sectors of the global tourism industry. However, the cruise industry has entered a maturity stage in North America, the largest cruise market in ... -
Lexical Interference in Semantic Processing of Simple Words: Implications for Brand Names
(2005-01-01)This study provides evidence for a Stroop-like interference effect in word recognition. Based on phonologic and semantic properties of simple words, participants who performed a same/different word-recognition task exhibited ... -
McHealthy: How Marketing Incentives Influence Healthy Food Choices
(2017-01-01)Food choices are often habitual, which can perpetuate unhealthy behaviors; that is, selection of foods high in sodium, saturated fat, and calories. This article extends previous research by examining how marketing incentives ... -
Pooling Restaurant Reservations to Increase Service Efficiency
(2008-05-01)This paper examines whether restaurant reservations should be locked to specific tables at the time the reservation is made, or whether the reservations should be pooled and assigned to tables in real-time. In two motivating ... -
Positioning a Place: Developing a Compelling Destination Brand
(2011-01-02)The process of building a brand begins with a clear understanding of what consumers desire from a particular product or service. This understanding is then translated into a promise, which is the basis of the brand and ... -
Preparing for Disaster: Recommendations Based on the Blackout of '03
(2005-02-01)Based on the experience of hoteliers caught in the blackout of '03, this checklist will help managers plan for power interruptions due to either man-made or natural causes. An organized approach to disaster planning provides ... -
Safeguarding Hospitality Service When the Unexpected Happens: Lessons Learned from the Blackout of ‘03
(2005-02-01)The blackout of '03 took many hoteliers in the northeastern United States and Canada largely by surprise. Hotel managers found themselves scrambling to serve guests overnight in darkened hotels, many of which did not have ... -
Safeguarding Service: Emergency Preparedness Essentials
(2004-09-01)This tool provides a checklist to help hotel managers prepare for the loss of electrical power, whether in a natural disaster or by failure of the power grid. -
Service Loyalty: An Integrative Model and Examination across Service Contexts
(2008-01-01)Marketing academics and practitioners generally agree that customer loyalty is vital to business success. There is less agreement on the factors that determine customer loyalty, particularly in service contexts. Research ... -
Shining Examples of Service When the Lights Went Out: Hotel Employees and Service Recovery during the Blackout of 2003
(2006-01-01)The electrical outage in the summer of 2003 that interrupted power to thousands of hotels wrought a variety of facilities failures and service-process problems. Fortunately, strong service-recovery efforts from hotel ... -
Shipscape Influence on the Leisure Cruise Experience
(2008-01-01)Purpose - To examine the leisure cruise service environment—the shipscape—and its effects on cruisers’ emotions, meaning-making, and onboard behavior. Design/methodology/approach - This paper uses qualitative data from 260 ... -
Surprise, Anticipation, and Sequence Effects in the Design of Experiential Services
(2015-01-01)The most salient or peak aspect of a service experience often defines customer perceptions of the service. Across two studies, using the same novel form of a scenario-based experiment, we investigate the design of peak ... -
The Influence of Guest Perceptions of Service Fairness on Lodging Loyalty in China
(2011-08-01)This research is motivated by an important but largely unexamined question: how do guest perceptions of service fairness influence loyalty in a lodging context? To address this question, this study presents a conceptual ...
