School of Hotel Administration

Consumers in many countries often give voluntary payments of money (tips) to the workers who have served them. These tips are supposed to be a reward for service and research indicates that they do increase with customers’ ...

The general manager (GM) is the key position in a hotel, but the changing structure of the industry has altered the scope of the GM’s decision-making autonomy. In many hotels, the GM is an employee of a hotel operating ...

Tradeshows and conventions continue to thrive in the twenty-first century, both for information exchanges and direct selling, but numerous forces have meant changes in show operation and in participants’ selection criteria ...

We analyse competing explanations for the lower pay of employees with disabilities, using 2008–2014 data from the American Community Survey matched to O*Net data on occupational job requirements. The results indicate that ...

This work examines the aggregation of justice perceptions to the departmental level and the business-unit level, the impact of these aggregate perceptions on business-unit-level outcomes, and the usefulness of the distinction ...

We examine the conceptual difference between consumer electronic word-of-mouth on online social sites (sWOM) such as Facebook and traditional face-to-face word-of-mouth (WOM). We find that consumers are less willing to ...

From a mainstream economic perspective, tipping is often seen as a rather anomalous or irrational economic activity since consumers could legally and willingly avoid paying tips altogether. Nevertheless, this pervasive ...

One of the factors that separated winning hotels from losers in the recession was the hotels’ management of marketing expenses. By matching a group of 100 winners to 106 losers, based on high or low financial performance ...

[Excerpt] It is unlikely that there will ever come a time when gender in the workplace will not matter. Regardless of culture, historical context, or social circumstance, men and women view the world - and often each other ...

A truism in the marketing literature, and among many marketing practitioners, is that requiring consumers to wait negatively impacts quality evaluations, purchase intentions and a range of other important outcomes. However, ...