School of Hotel Administration

The adequate measurement of abstract constructs is perhaps the greatest challenge to understanding the behavior of people in organizations. Problems with the reliability and validity of measures used on survey questionnaires ...

[Excerpt] Three birds sit on a wire; two of them decide that they intend to leave. How many are left? The answer: three, because until the intent turns into action, nothing has happened.

The management of the Swan and Dolphin Hotels found value in using the 5-P Model for implementing planned change. While such clearly defined methods can achieve desired outcomes, this commentary suggests that a symbolic ...

Pricing and inventory research often focuses on stylized models to illustrate pricing and ordering decision dynamics. Although decision insight is useful, the individual retailer faces tougher decisions on actually modeling ...

The labor tour scheduling literature has focused on the development of schedules, and with a few exceptions, employees were assumed to have identical cost and productivity. Even the few exceptions in the literature that ...

Research has shown that performance differences exist between brand-affiliated hotels and unaffiliated properties. However, the extant empirical results are mixed. Some research has shown that brands outperform unaffiliated ...

Building on existing research examining customers’ complaints about service experiences, this study examined restaurant consumers’ episode-specific reactions to service failures. In the first stage of this work, restaurant ...

[Excerpt] The performance of hotel markets during the 1980s was unique and in violation of the economic principles that govern these markets. The most direct evidence of this period-specific behavior comes from the fact ...

Much management accounting research focuses on design of incentive compensation contracts. A basic assumption in these contracts is that performance-based incentives improve employee performance. This paper reports on a ...

We show that any factor structure for stock returns can be naturally translated into a factor structure for return volatility. We use this structure to propose a methodology for estimating forward-looking variances and ...