Sheryl E. Kimes and Jochen Wirtz
Segmentation, business impacts of decision making, hotel management.
Abstract
Subject area
Segmentation, business impacts of decision making, hotel management.
Study level/applicability
Undergraduate Business or Finance.
Case overview
The sales manager at a Caribbean hotel wonders whether to accept a large block booking at a discount rate from a group participating in an international sporting event. Do the promised publicity benefits justify the risk of turning away guests from higher paying segments?
Expected learning outcomes
The case should: highlight the potential for conflicts when customers from different segments with different needs and expectations find themselves in close contact with each other; identify the trade offs that may have to be made when acceptance of a large block booking might displace regular customers; and calculate the incremental financial impact of revenues from new business less revenues forgone when capacity limitations mean that some traditional business will have to be turned away to accommodate the block booking.
Supplementary materials
Teaching notes.
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Breffni M. Noone, Sheryl E. Kimes, Anna S. Mattila and Jochen Wirtz
Restaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to reduce…
Abstract
Purpose
Restaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to reduce duration may be experienced by customers as an increase in the pace of the service encounter. While achieving a reduction in duration may be appealing from a revenue perspective, will customers' perceptions of the resulting pace of the service encounter negatively impact their satisfaction? The aim of this paper is to propose that, in the context of restaurant experiences that are hedonic and extended in nature, the overall relationship between perceived service encounter pace and satisfaction follows an inverted U‐shape.
Design/methodology/approach
Respondents were asked to recall a recent (i.e. within the last three weeks) restaurant experience, write a description of that experience, and then complete scales that measured their perceptions of pace and satisfaction with the experience.
Findings
The relationship between perceived pace and satisfaction has an inverted U‐shape. This holds both at the level of the overall service encounter and by service stage within the encounter. The effect of perceived pace on satisfaction is moderated by service stage, with a greater tolerance of a faster pace during the post‐process stage than during the pre‐process or in‐process stages.
Practical implications
The results of this study have implications for the application of revenue management strategies for duration control. Management need to consider the negative effect that service encounter pace can have on consumer satisfaction. Service stage should also be factored into strategy development for duration control.
Originality/value
This paper extends the wait time literature, demonstrating that as the perceived pace of the service encounter increases, satisfaction increases, but only up to a point, beyond which it decreases as perceived pace continues to increase.
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Kelly A. McGuire, Sheryl E. Kimes, Michael Lynn, Madeline E. Pullman and Russell C. Lloyd
The purpose of this paper is to propose and test a model which defines the psychological processes that mediate the relationship between perceived wait duration (PWD) and…
Abstract
Purpose
The purpose of this paper is to propose and test a model which defines the psychological processes that mediate the relationship between perceived wait duration (PWD) and satisfaction. This model will provide a framework for evaluating the impact of situational and environmental variables in the servicescape on customer reaction to the wait experience.
Design/methodology/approach
The approach included one field study and two laboratory experiments in which subjects participated in a service with a pre‐process wait and evaluated their experience on a survey.
Findings
Perceived wasted time, perceived control, perceived boredom, and perceived neglect mediated the relationship between PWD and wait experience evaluation. When tested using filled versus unfilled wait time as the situational variable, the model showed that having something to do during the wait decreased perceived boredom, resulting in a more positive wait experience.
Research limitations/implications
The services used in this paper were functional (as opposed to hedonistic) in nature and wait durations were a maximum of ten minutes.
Originality/value
The framework established in this paper can be used to evaluate customer reaction to the elements of the waiting environment design, which will help managers design waiting environments that maximize customer satisfaction, and help researchers to understand changes in the relationship between PWD and satisfaction under different environmental conditions.
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Abstract
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The purpose of this paper is to present a review of the foodservice and restaurant literature that has been published over the past 10 years in the top hospitality and tourism…
Abstract
Purpose
The purpose of this paper is to present a review of the foodservice and restaurant literature that has been published over the past 10 years in the top hospitality and tourism journals. This information will be used to identify the key trends and topics studied over the past decade, and help to identify the gaps that appear in the research to identify opportunities for advancing future research in the area of foodservice and restaurant management.
Design/methodology/approach
This paper takes the form of a critical review of the extant literature that has been done in the foodservice and restaurant industries. Literature from the past 10 years will be qualitatively assessed to determine trends and gaps in the research to help guide the direction for future research.
Findings
The findings show that the past 10 years have seen an increase in the number of and the quality of foodservice and restaurant management research articles. The topics have been diverse and the findings have explored the changing and evolving segments of the foodservice industry, restaurant operations, service quality in foodservice, restaurant finance, foodservice marketing, food safety and healthfulness and the increased role of technology in the industry.
Research limitations/implications
Given the number of research papers done over the past 10 years in the area of foodservice, it is possible that some research has been missed and that some specific topics within the breadth and depth of the foodservice industry could have lacked sufficient coverage in this one paper. The implications from this paper are that it can be used to inform academics and practitioners where there is room for more research, it could provide ideas for more in-depth discussion of a specific topic and it is a detailed start into assessing the research done of late.
Originality/value
This paper helps foodservice researchers in determining where past research has gone and gives future direction for meaningful research to be done in the foodservice area moving forward to inform academicians and practitioners in the industry.
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Sheryl Kline and Kimberly Harris
Purpose – The purpose of this paper is to investigate the approaches used by leading lodging properties to assess the costs and contributions of training. The study also…
Abstract
Purpose – The purpose of this paper is to investigate the approaches used by leading lodging properties to assess the costs and contributions of training. The study also investigates the barriers to collecting data required for the calculation of return on investment (ROI) and begs the question, “when are hotel companies going to design a system that tracks the value of employee development?” Design/methodology/approach – This study uses a purposeful sampling method and focuses on a small number of hotel companies rather than a large sample. The interview questions were developed through an extensive literature and are based upon Kirkpatrick and Phillips' framework. The qualitative method employed for this study uses Littrell and Dickson's adaptation of Marshall and Rossman's qualitative research cycle. Findings – The paper reveals the haphazard approach to corporate spending and tracking training, one of the major expenses in the lodging industry. It explores the failure of hoteliers to expect accountability for the investment into employee development. Research limitations/implications – This study is exploratory and therefore may not be generalized to the entire population of human resources and training departments within the hotel industry. Practical implications – This exploratory study identifies the barriers of calculating the ROI of training. It also suggests strategies human resource managers can use to develop ROI for training programs and access employee development programs and budgets. Originality/value – This paper explores the unique perspective held by lodging managers on the issue of ROI in training. Very little research has been done on this aspect of ROI in training in the hotel industry.
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Peter Szende and Alec N. Dalton
Hospitality services are among the most robust experiences enjoyed by consumers. To deliver them successfully, careful attention to detail is first needed for the design and…
Abstract
Hospitality services are among the most robust experiences enjoyed by consumers. To deliver them successfully, careful attention to detail is first needed for the design and development of those experiences. This chapter begins by exploring the array of elements that holistically construct an experience, from process to people to physical environments. Then, the customer experience management framework is used to outline a recommended technique for approaching experience design. Finally, a brief survey of visualization techniques shows how experiences can be modeled for assessment and improvement.
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Michele Esteves Martins, Guilherme Silveira Martins, João Mario Csillag and Susana Carla Farias Pereira
The purpose of this paper is to characterize and discuss the collaborative network formed by researchers that published about services in the top journals in Operations…
Abstract
Purpose
The purpose of this paper is to characterize and discuss the collaborative network formed by researchers that published about services in the top journals in Operations, Marketing, and Human Resources Management, and provide further comparison with major Service journals.
Design/methodology/approach
The method used was designed documentary research using papers published in the top three relevant international journals specific to Operations, Marketing, and Human Resources from 1995 to 2010. Papers were selected using a search of the ABI/Inform Global (Proquest) database on the word “service” in the title, abstract, or keywords. Additionally, it included two major Service journals. A total of 1,481 papers and 2,457 authors composed the Social Network Analysis (SNA).
Findings
The co‐authorship network revealed that the social structure is highly fragmented. However, its main component can be classified as “small world”, indicating that authors are connected to others outside their group through a small number of intermediaries. This type of structure is favorable both to knowledge flow and development.
Practical implications
The results may be valuable to the community of researchers interested in the theme of Services, as well as in the fields of Operations, Marketing, and Human Resources to identify researchers and research groups. Thus, it can serve as guidance for publishers, colleges, and companies in the search for scholars in the service subject.
Originality/value
The paper uses SNA to investigate the interaction/collaboration of co‐authors using authorship as the unit of analysis.
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Gwyn C Jones and Phillip W Beatty
This study examined use of preventive health care services, for working-age adults with mobility limitations (uses mobility aids, has difficulty walking, difficulty standing for…
Abstract
This study examined use of preventive health care services, for working-age adults with mobility limitations (uses mobility aids, has difficulty walking, difficulty standing for extended periods of time, or difficulty climbing steps) and for working-age adults reporting no mobility limitation, in order to identify similarities and disparities between the two populations. We analyzed data from the 1994 National Health Interview Survey Disability Supplement and NHIS Year 2000 file with cross-tabulation and logistic regression procedures to examine the relationship between mobility limitation and use of health screenings, immunizations, and health behavior counseling. Results were mixed, but disparities in preventive service use were identified.
Antony King Fung Wong, Mehmet Ali Koseoglu and Seongseop (Sam) Kim
This study aims to examine the current state of the research activities of scholars in the hospitality and tourism field by analyzing the first 20 years of the new millennium.
Abstract
Purpose
This study aims to examine the current state of the research activities of scholars in the hospitality and tourism field by analyzing the first 20 years of the new millennium.
Design/methodology/approach
Longitudinal analyses using 14,229 journal articles as data source were realized by adopting BibExcel, Gephi and VOSviewer network analysis software packages.
Findings
This study provides a comprehensive overview of the hospitality and tourism research based on authorship and social network analysis, with patterns of prolific authors compared over four distinct periods.
Research limitations/implications
The hospitality and tourism academic society is clearly illustrated by tracing academic publication activities across 20 years in the new millennium. In addition, this study provides a guide for scholars to search for multidisciplinary collaboration opportunities. Government agencies and non-governmental organisations can also benefit from this study by identifying appropriate review panel members when making decisions about hospitality- and tourism-related proposals.
Originality/value
To the best of authors’ knowledge, this study is the first to use bibliometric analysis in assessing research published in leading hospitality and tourism journals across the four breakout periods in the new millennium.