Now showing items 371-390 of 506

    • Service Scripting and Authenticity: Insights for the Hospitality Industry 

      Victorino, Liana; Bolinger, Alexander; Verma, Rohit (2012-10-01)
      Customers in hotels and restaurants can quickly discern when an employee is following a service script. The customer’s reaction to that script depends in part on the nature of the service transaction, but also on how ...
    • Service Scripting: A Customer’s Perspective of Quality and Performance 

      Victorino, Liana; Verma, Rohit; Wardell, Don (2008-12-01)
      Many hospitality services are scripted, under the theory that scripts are an efficient method of ensuring a consistent level of service quality. However, few empirical studies have examined how the use of scripts affects ...
    • ServiceSimulator v1.19 

      Thompson, Gary (2011-10-01)
      ServiceSimulator was designed as a free tool for modeling service operations. In addition to the simulator itself, the tool includes seven sample files which correspond to seven sample problems that involve how to address ...
    • Setting Room Rates on Priceline: How to Optimize Expected Hotel Revenue 

      Anderson, Chris (2008-02-02)
      This report and tool combination develops a novel approach to set prices on Priceline.com to maximize revenues received from releasing rooms to Priceline. When setting rates on Priceline, hotel properties face a straightforward ...
    • Shifting Loyalties: Where Has All the Love Gone? 

      Corda, Carolyn (2022-03-16)
      It’s no secret that the consumers’ connection to their preferred brand has frayed during the pandemic-driven downturn in travel. PwC conducted a survey in 2020 which found that 41% of consumers are likely to switch hotels, ...
    • Short-Term Liquidity Measures for Restaurant Firms: Static Measures Don't Tell the Full Story 

      Canina, Linda; Carvell, Steven A. (2007-08-01)
      Although most analysts apply static measures such as the current ratio or the quick ratio to assess a firm's short-term liquidity, a separate calculation of dynamic integrative measures can tell a completely different story ...
    • Short-term Trading in Long-term Funds: Implications for Financial Managers 

      Moulton, Pamela (2016-10-14)
      Most hospitality firms do not consider managing stock portfolios to be a main part of their operations. They are in the service business, using their real assets and the services provided by employees to create valuable ...
    • Show Me What You See, Tell Me What You Think: Using Eye Tracking for Hospitality Research 

      Robson, Stephani K. A.; Noone, Breffni (2014-09-01)
      Identifying precisely what consumers are looking at (and by implication what they are thinking) when they consider a web page, an image, or a hospitality environment could provide tremendous insights to the hospitality ...
    • Social Listening to Create Bespoke Customer Experiences: Best Practices for Hospitality Operators 

      LaTour, Kathryn; Brant, Ana (2021-09-29)
      Social listening involves using the information customers post publicly to better personalize their experience. But distinguishing the messages that matter (and responding to them promptly and effectively) is not easy—with ...
    • Social Media and the Hospitality Industry: Holding the Tiger by the Tail 

      Withiam, Glenn (2011-03-01)
      Hospitality industry executives and managers have been scrambling to work through the ever-shifting maze of social media, with a goal of staying in greater touch with customers, strengthening brands, and improving sales. ...
    • Social Media Use in the Restaurant Industry: A Work in Progress 

      Needles, Abigail; Thompson, Gary M. (2013-05-02)
      A survey of 166 restaurant managers reveals a mixed picture in their use of social media and its impact on operations. Although many restaurants are using social media, the study found that many restaurateurs lack well-defined ...
    • Strategic Management Practices Help Hospitals Get the Most from Volunteers 

      Rogers, Sean (2017-02-14)
      Hospital administrators are facing twin challenges with regard to their volunteers—a generational change that may mean fewer volunteer hours in the future, and the need to set strategies to manage and recognize the value ...
    • Strategic Pricing in European Hotels: 2006–2009 

      Enz, Cathy A.; Canina, Linda; Lomanno, Mark (2010-03-01)
      This paper examines the pricing, demand (occupancy), and revenue (RevPAR) dynamics for European hotels for the period 2006 through 2009. The results of this four-year study reveal that in both good times (2006–2007) and ...
    • Strategic Revenue Management and the Role of Competitive Price Shifting 

      Enz, Cathy A.; Canina, Linda; Noone, Breffni Ph.D (2012-03-01)
      This paper examines whether stable competitive pricing positions yield better average annual RevPAR growth than do price shifts either upward or downward, as compared to competitors’ positions. Using property level data ...
    • Strategies for Successfully Managing Brand–Hotel Relationships 

      Dev, Chekitan S. (2014-07-01)
      Contrary to the conventional wisdom, the study described in this report calls into question the principle that the best way for a brand to ensure that an affiliated hotel conforms to standards is to own that property. ...
    • Strategy for Integrating Wellness, Hospitality and Sustainability: A Conversation with Amber Marie Beard 

      Cornell Institute for Healthy Futures (2017-07-06)
      Amber Marie Beard, vice president of sustainability for Six Senses Hotels, Resorts and Spas, explains her role encouraging sustainability at Six Senses in a manner that is beneficial to profits, the planet, and people. Six ...
    • Strengthening the Purchaser-Supplier Partnership 

      Brownell, Judi; Reynolds, Dennis (2002-01-01)
      A survey of 73 food-service purchasing agents, representing several segments of the food-service industry, was jointly conducted by The Center for Hospitality Research and Richmond Events. The study found that trust and ...
    • Successful Tactics for Surviving an Economic Downturn: Results from an International Study 

      Kimes, Sheryl E. (2010-04-02)
      A survey of 980 hotels around the world, conducted from December 2009 through February 2010, found that discounting was the number-one tactic used to offset the effects of the Great Recession of 2008–2009. At the same time, ...
    • Sustainability in the Era of COVID-19 

      Varney, Jeanne; Adalja, Aaron (2021-02-19)
      As with all things 2020, the 11th annual Center for Hospitality Research Sustainability Roundtable took on a distinctively different format, a virtual webinar format. It would have been easy to “take a pass” on holding the ...
    • Sustainable Development in the Hotel Industry 

      Houdré, Hervé (2008-08-01)
      Sustainable Development is a holistic concept based on a simple principle. As outlined in the 1987 Brundtland report, the concept involves “development that meets the needs of the present without compromising the ability ...