International Journal of Contemporary Hospitality Management

Nutritional information on restaurant menus: Who cares and why restauranteurs should bother : Table of Contents

Bharath Josiam, Charles Foster — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – Dining out is integral to the American lifestyle. Diners want to make informed choices. The purpose of this research is to measure consumers' need for, and attitudes toward, nutritional information (NI) on menus in full-service restaurants. Design/methodology/approach – Data were collected from 502 participants at a full-service restaurant on a university campus, through a survey questionnaire. Correlations, ANOVA, and descriptive statistics were utilized for data analysis. Findings – Some market segments would dine out more often in restaurants if NI was made available. Segments concerned about NI are females, those aged 35 to 65, and those belonging to the higher income and college-educated strata. Consumers eating healthy food at home are more likely to use NI in restaurants, as are those who dine out as a necessity. NI that consumers are most concerned about concerns fat, saturated fat, and trans-fat. Research limitations/implications – The current study is limited by a one-location cross-sectional design. Future studies should be longitudinal and be conducted in multiple locations. Practical implications – A deeper understanding of consumers' concern could permit restaurateurs to use NI on menus to their competitive advantage, by effectively deploying a market segmentation strategy. Originality/value – This research adds new knowledge to the present body of hospitality literature. This paper will assist managers by providing insights into the specifics of the target markets of who needs NI, and the context in which they will use NI on menus.

Understanding attributes affecting selection of private kitchens : Table of Contents

Eric S.W. Chan, Louisa Lam — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – Private kitchens have grown significantly in the past few years in Hong Kong and have become popular in the catering industry. This study aims to examine the expectations and perceptions of private kitchen diners regarding their dining experiences. Design/methodology/approach – A descriptive research design and a cross-sectional survey were used. Face-to-face interviews were conducted with 167 respondents in four main business districts in Hong Kong. The first section of the questionnaire included some screening questions. In the first part of the second section, respondents were asked to rate their expectations on each of the attributes of private kitchens using a seven-point Likert scale. In the second part, respondents were asked to rate their perceptions of the same attribute in private kitchens using the same measurement scales. Section three of the questionnaire included questions about the respondents' demographic characteristics. Findings – Most of the private kitchen diners valued the undisclosed dining area as the best thing about private kitchens, followed by privacy and a special dining feeling. The results of a paired-samples t-test indicated that private kitchen diners' perceptions of private kitchens fell short of their expectations in general. An exploratory factor analysis was also employed, resulting in the identification and interpretation of four factors that are likely to influence people's intention to dine in private kitchens. They were: responsiveness to guest needs; professional chef and staff; homely feeling and privacy; and intimate dining experience. Research limitations/implications – The major limitation of this study is that respondents were asked to rate the perceived dining attributes in terms of expectations and perceptions at the same time, as it was technically difficult to ask for the same respondents to complete the questionnaire before and after dining in a private kitchen. Still, this study is useful for other researchers to undertake further studies on private kitchens, such as customers' repeat patronage and loyalty. Originality/value – There have been few studies on private kitchen businesses, although this sector has become very popular especially in the Hong Kong catering industry. The findings of this study can be viewed as a preliminary step to understand the private kitchen business.

Using data envelopment analysis to select strategies that improve the performance of hotel companies : Table of Contents

João C. Neves, Sofia Lourenço — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The aim of this paper is to illustrate the value of data envelopment analysis (DEA) for strategic analysis and performance management in the hotel industry. Design/methodology/approach – The paper uses a world-wide sample of hotel companies and two cases to illustrate how DEA can be used to develop strategic guidelines to improve organizational performance. Findings – The study shows that DEA can be used for strategic design and performance management through the analysis of two cases. Additionally, for the sample of 83 hotel companies, there are three main conclusions: a focused strategy performs better than a diversification strategy; for the bulk of the sample, the scale efficiency is higher than the pure technical efficiency, hence hotel managers should concentrate on productivity improvements (that is how to transform inputs into outputs) and not on scale issues (such as increases or decreases in the size of operations); and the majority of the hotel companies in the sample are operating under decreasing returns-to-scale, which implies that a decrease in the size of the companies would have a positive effect on the average efficiency level of the industry. Research limitations/implications – The paper has two limitations: the performance index created from the efficient frontier of the DEA model is a function of the hotel companies in the sample rather than an absolute measure; and the variables used as inputs and outputs for the DEA model were exclusively taken from the financial statements, which limits the strategic analysis. Practical implications – The DEA allows managers to analyze performance in terms of productivity and scale, to identify benchmarks (or peer units), to determine the targets (or optimum values) for inputs and outputs, and to detect slacks in the usage of resources or the production of outputs. Therefore, this methodology provides more insights for performance management than the traditional ratio analysis commonly used in the hotel industry. Originality/value – The study is one of the few in the hotel industry to use DEA. The paper contributes to that corresponding literature by using: a larger sample size; a world-wide sample of hotel companies; a longitudinal analysis (three years); and two illustrative cases to show how the information of a DEA model can be used for strategic analysis and performance management.

Outcomes of customer verbal aggression among hotel employees : Table of Contents

Osman M. Karatepe, Ilkay Yorganci, Mine Haktanir — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The central purpose of this study is to develop and test a model which examines the effects of customer verbal aggression on emotional dissonance, emotional exhaustion, and job outcomes such as service recovery performance, job satisfaction, and turnover intentions. The model also investigates the impact of emotional dissonance on emotional exhaustion and the effects of emotional dissonance and exhaustion on the above-mentioned job outcomes. Design/methodology/approach – Data were gathered from a sample of frontline hotel employees in Northern Cyprus via self-administered questionnaires. A total number of 204 questionnaires were obtained. Findings – As hypothesized, emotional dissonance and emotional exhaustion were found to be significant outcomes of customer verbal aggression. The results demonstrated that emotional dissonance amplified exhaustion. The results further revealed that customer verbal aggression and emotional dissonance intensified turnover intentions. As expected, emotional exhaustion reduced service recovery performance and job satisfaction and aggravated turnover intentions. Research limitations/implications – The cross-sectional design of the study constrains the ability to make causal inferences. Therefore, future studies using longitudinal designs would be beneficial in establishing causal relationships. Although the paper controlled for common method bias via Harman's single-factor test, future studies using multiple sources for data collection would minimize such a problem. Practical implications – Hotel managers need to arrange training programmes to enable their employees to cope with the actions of boisterous and boorish customers. Having empowerment in the workplace seems to be an important weapon in managing such customers. In addition, managers should recruit and select the most suitable individuals for frontline service positions so that such employees can cope with difficulties associated with customer verbal aggression, emotional dissonance, and emotional exhaustion. Originality/value – Empirical evidence pertaining to the consequences of customer verbal aggression in the hospitality management and marketing literatures is meagre. Thus the study partially fills this gap in the research stream of customer verbal aggression.

Wine tourism development from the perspective of the potential tourist in Spain : Table of Contents

Mercedes Marzo-Navarro, Marta Pedraja-Iglesias — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The main objective of this study is to determine the factors that could have an impact on intentions to participate in regional tourism activities related to wine, from the Spanish customer's point of view. Design/methodology/approach – This study analyses the opinions of potential wine tourists. They are asked about the importance they give to various items regarding intention to participate in wine tourism. These items have been taken from a review of the relevant literature. The dimensions that could have an impact on participation in tourism activities related to wine are determined through a factor analysis. These dimensions, together with the barriers traditionally encountered to any kind of tourism activity, are used in a regression analysis. The predictors of the intention to participate in wine tourism are thus determined. Findings – The services offered by wineries, the possibility of increasing knowledge about the wine product, the possibility of providing leisure activities, and interest in the wine product, are factors that positively affect the intentions of potential wine tourists. In the context analysed, neither cost nor time nor distance act as barriers to the development of wine tourism. Practical implications – Tourism agents are provided with data for successfully developing wine tourism. Thus, in addition to elements that can be controlled by the provider – such as winery services, activities for children, wine therapy activities and activities to increase knowledge of wine – elements that cannot be controlled also have an influence, such as a tourist's interest in wine. This makes it necessary to develop communication strategies that increase interest in the wine product and in related activities. Originality/value – A review of the existing literature on the approach to wine tourism development allowed the authors to establish that there are no papers examining the determinants that could have an impact on participation in tourism activities related to wine in Spain. Moreover, the tested model includes incentives for, and barriers to, the strategic development of wine tourism.

Dimensions of a high performance management system: An exploratory study of the US casual restaurant segment : Table of Contents

Kevin Murphy, Michael Olsen — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The objective of this research is to conduct an exploratory study that will gain consensus among restaurant industry professionals, academics and outside industry experts on the set of work practice dimensions in a high performance management systems (HPMS) for restaurant managers in the US casual restaurant sector. Design/methodology/approach – An exploratory case study method was employed that used a combination of data collection techniques: interviews for the pilot study, the Delphi method and secondary data collection. Restaurant experts were chosen to consider the components of an HPMS construct for unit management in the US casual restaurant business. Assumptions were made based on a review of strategic human resource management literature, then experts were interviewed and a Delphi was conducted to gain consensus. Findings – The authors find thirteen dimensions of an HPMS, which are common to unit management in US casual restaurants. Three work practices that were not considered relevant dimensions to the casual restaurant industry were removed from the Delphi. This translates into a difference of seven work practices between a manufacturing work system and a restaurant work system, which are either excluded or included in a restaurant work system. Originality/value – Previous strategic human resource management research has dubbed HR work practices “high performance work practices”. With few exceptions these studies have been conducted in contextual settings that do not possess similar operational characteristics to the restaurant service industry. That there are differences in the business models between these industries and hence in the work practices between them is apparent from the results. Additionally, this study was targeted to management in the restaurant industry, not overall employment as the other studies.

Biometric technology: the future of identity assurance and authentication in the lodging industry : Table of Contents

Leonard A. Jackson — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The purpose of the paper is to provoke thought and perhaps response to a new form of identity assurance and security in the lodging industry. For a fact, biometric technology is quickly becoming a principal method of identification in today's fast-paced networked and security-conscious society. Increasingly, more and more organizations are adopting this form of technology to enhance security, improve business processes and increase productivity. The paper highlights the fundamentals of biometric technology, and its application in the lodging industry. The paper also addresses factors that should be considered to ensure successful deployment in the lodging industry. Design/methodology/approach – This paper reviews the fundamentals of biometric technology at the discursive level and provides insights on its practical applications in the lodging industry. Findings – Biometric technology offers the lodging industry new possibilities in the areas of identity assurance and authentication. These relatively new technologies hold promise for practical implementation for both employee- and guest-related processes. The major advantage to using this form of technology over other forms is that users do not have to carry anything around such as magnetic keycards, which can be lost, compromised or stolen. However, there are several legal, social and cost-related challenges that must be overcome before the technology can be universally accepted and implemented in the industry. Practical implications – The paper suggests that the use of biometric technology will continue to increase, and prudent hospitality executives should pay close attention to this trend so that they can adopt the technology into their operations and enjoy the benefits it offers. The paper provides insights about the technology and offers implementation guidelines for lodging technology officers. In addition, it is hoped that this paper will generate future research in the areas of adoption strategies and appropriate types of biometric technologies that are appropriate for lodging operations. Originality/value – Both practitioners and educators will benefit from the information presented in this paper, as it provides insights about a relatively new form of technology. Further, the paper reviews the fundamentals of biometric technologies at the discursive level with the intent of generating future research on their application in the lodging industry.

Descriptive menus and branding in hospital foodservice: a pilot study : Table of Contents

Heather Hartwell, John Edwards — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The purpose of this paper is to evaluate consumer's perceptions towards descriptive menus and branding in hospital foodservice. This research is unique in its focus; earlier work has tended to concentrate on palatability and the variety of the menu rather than on dish description. Design/methodology/approach – Data were collected by means of a questionnaire in both medical and surgical wards (n=42). In addition, qualitative comments were sought from patients and foodservice management to enhance and add weight to results and conclusions drawn. Findings – Menu description was welcomed with patients preferring familiar foods. The general consensus was that an unfamiliar dish would not be selected on brand name alone. Practical implications – The potential impact of the proposed work could be significant with regard to hospital foodservice strategy particularly as greater emphasis has been given to the role of food in clinical outcomes. Any initiative such as improved dish description or use of familiar branded products that alleviates patient concern and concurrently leads to greater acceptance and consumption must be one that is regarded with favour. Originality/value – A full review of the literature on menu description has been undertaken and no research to date has been conducted to identify patient's perceptions of menu rhetoric design and the effect on food acceptance. This research will bring new information based on empirical evidence about the benefits of dish descriptive style and hints towards a procurement policy for enhancing patient satisfaction. The potential value of this research, therefore, to inform hospital foodservice practice and strategy is identifiable.

The effect of perceived fairness toward hotel overbooking and compensation practices on customer loyalty : Table of Contents

Johye Hwang, Li Wen — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The purpose of this paper is to investigate the effect of hotel overbooking and compensation practices on customers' perceptions of fairness and loyalty and examine the effects of customer gender, reservation time, membership status, length of stay, payer source, and reservation channel on perceived fairness toward overbooking. Design/methodology/approach – The study utilized a scenario-based survey on grocery shoppers to identify relationships between overbooking, fairness and loyalty. Findings – The findings show that customers who perceive a hotel's overbooking and compensation practices to be unfair are less likely to be loyal to the hotel in the future. Women were more likely than men to perceive the practice of hotel overbooking as unfair. All other factors had no effect on customers' perceptions of fairness. Research limitations/implications – A longitudinal field study that collects response from real hotel guests being bumped should be considered for future studies about customers' reactions to the consequence of overbooking. Practical implications – Considering the invisible cost of overbooking, it is important for hotels to consider additional compensation policies to help positively influence walked customers' perception of overbooking and thus their loyalty and ongoing patronage. Originality/value – This is one of the first research papers looking at the invisible costs of overbooking in terms of customers' long-term behavior by addressing questions of whom to walk and how to compensate the walked.

Entrepreneurship and leadership in hospitality: Insights and implications for hospitality and tourism education – Mr Harris Rosen in conversation with Drs Sandra Naipaul and Youcheng Wang : Table of Contents

Sandra Naipaul, Youcheng Wang — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The purpose of this paper is to provide insights and implications for hospitality management and education through an interview with an entrepreneur, leader, hotelier, and philanthropist in Central Florida – Mr Harris Rosen. Design/methodology/approach – The study takes a qualitative approach along with a personal interview, which was used as a tool for data collection. An open-ended interview protocol was designed to facilitate data collection. Findings – The study presents insights of Mr Rosen on several key issues in hospitality management and education, including: entrepreneurship, leadership, education, and philanthropy. Implications and discussions are provided based on his perspective. Originality/value – The study provides fresh ideas and perspectives on many relevant issues related to hospitality management and education. The insights and discussions provide prompt critical thinking on hospitality industry career development and various existing education systems.

Factors affecting the online travel buying decision: a review : Table of Contents

Ivan Wen — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The purpose of this paper is to review the literature on theories affecting consumers' online purchase intention of travel products. It seeks to explore the literature on the theoretical foundation of factors influencing customers' online purchase intentions in general and in the travel industry specifically. It also suggests areas for further research on online travel buying decisions. Design/methodology/approach – The conceptual framework of factors affecting customer online buying decisions – including customers' attitudes, quality of web site design, customer satisfaction, and customer trust – is developed by examining the theoretical foundation for each online purchase intention of travel product. The theoretical foundations and literature review include discussions of the theory of planned behavior, consumer trust literature, quality of travel web site design, and consumer satisfaction literature. Findings – The paper identifies antecedents of consumers' online purchase intention, including three domains of measuring e-commerce web site design – consumer trust, consumers' attitude perception, and consumer satisfaction – and applies them to the travel and tourism field. Originality/value – The paper proposes a conceptual framework of factors affecting online consumer travel purchasing. Using actual data, researchers can empirically test relationships among the factors in this framework and identify possible future research areas for each factor.

Disintermediation of hotel reservations: The perception of different groups of online buyers in Hong Kong : Table of Contents

Rob Law — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The purpose of this research is to investigate online buyers' views for and against disintermediation of hotel reservation. Design/methodology/approach – A structured questionnaire was developed and a telephone survey was conducted in Hong Kong in March 2008. Findings – Empirical findings of 283 Hong Kong residents who had previously booked hotel rooms online showed that experienced online buyers were more positive towards technology-assisted hotel room reservations and less positive towards travel agents than their less experienced peers. Practical implications – Hoteliers should ensure that their rooms are marketed appropriately in different types of online and offline channels. Originality – The study demonstrates the existence of significantly different views among different groups of online buyers based on their online purchase experiences. With the increasing popularity of internet applications, hotel managers and travel agents should set practical plans to meet the needs of online buyers.

Hotel management company forecasting and budgeting practices: a survey-based analysis : Table of Contents

Emmett Steed, Zheng Gu — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The purpose of this study is to investigate and document current US hotel management company practices in budgeting and forecasting, and to recommend a process to improve accuracy and efficiency. Design/methodology/approach – Key corporate financial executives of hotel management companies operating in the USA were surveyed. Different from prior studies that surveyed the US property-level managers, or European hotel operators, the study surveyed the authors of budget guidelines of US hotel management companies with at least ten units or 1,000 rooms, to discover and document the budgeting and forecasting practices of multi-unit hotel management companies. Chi-square and t-tests for equality of means were used to identify the differences between large and small hotel management companies. Findings – Many concepts were identified that are not found in hospitality management textbooks. Current budgeting and forecasting methods used in the industry present opportunities for improving accuracy. There are also opportunities for time efficiencies, which may lead to improved participant satisfaction. Some significant differences were identified in budgeting and forecasting processes between large and small management companies. Research limitations/implications – The findings may not apply to independently owned and operated hotels, or small hotel management companies. Future research may focus on identifying economic factors that most influence hotel revenues at the local or regional level. Also, future research may focus on corporate computer software that facilitates intranet consolidation of property level budgets and forecasts and also allows spreadsheet flexibility for exploring various scenarios. Practical implications – The practical application of the study is the recommendation for a centralized budget process that enhances accuracy, improves efficiency, and reduces “gamesmanship”. Original/value – There are four main contributions of the study: the obtaining of inputs from corporate officers of hotel management companies with operations in the USA; the documenting of forecasting and budgeting practices of hotel management companies operating in the USA; the recommending of a forecasting and budgeting process that may improve accuracy and participant satisfaction; and the identifying of differences between large and small companies in relation to forecasting and budgeting practices.

Origins of the commercial hospitality industry: from the fanciful to factual : Table of Contents

Kevin D. O'Gorman — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – This paper aims to explore some of the different historical roots of commercial hospitality in three distinct epochs with the intention of promoting further empirical research and beginning an informed debate into the origins and evolution of the contemporary hospitality industry. Design/methodology/approach – The paper is a report on empirical research based on texts, artefacts and archaeological evidence. Wherever possible all the primary sources were consulted in the original languages; all translations are the author's own unless otherwise stated. Findings – Contrary to established and often fanciful rhetoric, commercial hospitality has at least 4,000 years of history in the area of investigation. The rich and incredibly diverse heritage of the hospitality industry is illustrated and the conclusions emphasise that hospitality research should focus on deepening understanding of the industry through empirical research: learning from the past helps to inform the future. Research limitations/implications – The particular focus of this article is restricted to reporting to empirical studies of three epochs: Mesopotamia (c. 2000?BC), Pompeii (79?AD), and Middle Eastern Trade Routes (c. 700?AD onwards). These distinct time periods illustrate the different roots and highlight the need for further research into the evolution of the commercial hospitality industry. Originality/value – The origins of commercial hospitality is an under-researched area in hospitality management and this paper highlights the rich data that is available through disciplined empirical study.

Hotels on fire: investigating consumers' responses and perceptions : Table of Contents

Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – This paper aims to investigate the consumer responses associated with crises in the hotel industry. More precisely, the current research explores the factors that affect consumer attitudes (i.e. impressions, perceived social responsibility, and future purchases) during a hotel crisis. Design/methodology/approach – An experiment was conducted relying on four factors: the hotel's reputation, the extent of the crisis, external effects from regulatory agencies, and press and organisational response. Respondents were randomly assigned to 36 treatment groups (three levels of crisis extent×two levels of hotel corporate reputation×two levels of external effects×three levels of hotel response). Scenarios were developed, each describing one of the 36 treatments. Findings – The results revealed that reputation, external effects and organisational response significantly influenced consumers. Specifically, consumers were more likely to have a positive impression of a hotel in crisis, to perceive the hotel as being more socially responsible, and to revisit the hotel when it was highly reputed, accepted responsibility, and was viewed favourably by the media. The extent of the crisis was found to be an insignificant factor. Practical implications – Hotel managers could incorporate the results of this study into their crisis management plans. As consumer attitudes are explored, the hotel might begin to achieve more effective crisis management strategies. Originality/value – There is a lack of research investigating hotel crisis management from the customer's perspective. By adopting effective crisis management practices, hotel managers could reduce the negative outcomes of crises such as fires.

Understanding the mechanism behind the zero-commission Chinese outbound package tours: Evidence from case studies : Table of Contents

Hanqin Qiu Zhang, York Qi Yan, Yiping Li — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – This study attempts to demystify the mechanism behind the negative event of the so-called “zero-commission” tours that have become synonymous with the booming Chinese outbound tourism in the past decade. Design/methodology/approach – Utilizing the Atlas.ti computer qualitative analysis software, nine proposed key factors constituting the zero-tour phenomenon are examined and proven through a content analysis of 30 case studies. Findings – The validity of the proposed nine factors causing the zero-tour and their respective degrees of relevance to the phenomenon are also investigated and empirically tested in the study. Research limitations/implications – The study used the cases from destinations such as Hong Kong and Thailand. It will be better if cases from other destinations such as Malaysia, Japan, Singapore, and Australia can be examined in future studies since the zero-tour phenomenon also exists in other countries. Practical implications – This study may serve as a reference for the drafting and implementation of both policy and business countermeasures to curb the zero-commission tours. Consequently, this would facilitate more positive contributions of the Chinese outbound tourism industry to global tourism development. Originality/value – No empirical study on the zero-tour phenomenon was found in the literature. Based on the game theory, the proposed and empirically tested nine factors can serve as the foundation on which future studies on the zero-commission tour can be conducted.