Pub Date : 2021-09-17DOI: 10.1177/19389655211040816
C. Boone, Cecelia L. Fanelli, David Sherwyn, P. Wagner
This article examines the dispute between a hotel owner, operator, and union, and the subsequent litigation. The dispute centered on whether the hotel owner was bound by agreements made between its operator and the union, and whether the operator had a fiduciary duty to the owner. Courts found that the operator was a joint employer of the owner’s employees, and as a result, the owner was bound to agreements that the operator had made with the union. The owner, who did not want to be bound to the union agreement, subsequently sued its operator for alleged breach of fiduciary responsibility. The courts ruled that the hotel management agreement between the owner and operator created no agency relationship and thus no fiduciary duty on the part of the operator. We discuss the potential implications of these findings for union-management relations as well as owner-operator relations, with a specific focus on the implications for hotel owners in the labor context.
{"title":"The Case of the Chelsea Grand: Card-Check Neutrality, Management Contracts, and The Duties of Owners and Operators","authors":"C. Boone, Cecelia L. Fanelli, David Sherwyn, P. Wagner","doi":"10.1177/19389655211040816","DOIUrl":"https://doi.org/10.1177/19389655211040816","url":null,"abstract":"This article examines the dispute between a hotel owner, operator, and union, and the subsequent litigation. The dispute centered on whether the hotel owner was bound by agreements made between its operator and the union, and whether the operator had a fiduciary duty to the owner. Courts found that the operator was a joint employer of the owner’s employees, and as a result, the owner was bound to agreements that the operator had made with the union. The owner, who did not want to be bound to the union agreement, subsequently sued its operator for alleged breach of fiduciary responsibility. The courts ruled that the hotel management agreement between the owner and operator created no agency relationship and thus no fiduciary duty on the part of the operator. We discuss the potential implications of these findings for union-management relations as well as owner-operator relations, with a specific focus on the implications for hotel owners in the labor context.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-09-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42548998","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-09-02DOI: 10.1177/19389655211042874
J. Kleinhans, K. LaTour
Determining the price point is a vexing problem for firms: price too high and there is no market, but price too low and money is left on the table. Complicating matters further, for many goods there is a secondary market where products can be resold following the initial sale by the firm. Here, the open market determines the price point that end consumers pay. Often that price is higher than the price offered by the firm for goods such as premium handbags, wine, high-end watches, and works of art, so the consumer will see the product’s quality or appeal validated by the market, which leads to a reputation gain for the firm. This phenomenon goes beyond physical products and includes a variety of services, such as live concerts, as reflected in their ticket prices in primary and secondary markets. However, the secondary market can also offer a lower price than the firm’s original offering, which hurts the firm’s reputation. Typically, the luxury market equates higher prices with higher status but neglects the impact of the secondary market. Our research considers the case where initially underpricing a good may be in a luxury firm’s long-term interest. Although underpricing has been used in initial public offering (IPO) markets to increase the firm’s reputation, it has been viewed as a problem or discouraged in other market industries. Our hypothesis is that reputation has long-term value for firms and, in industries where a visible secondary (i.e., resale) market exists for products, price increases after product release lead to gains in reputation as higher resale prices signal quality and value.
{"title":"Underpricing Luxury: When a Lower Price Results in Higher Reputation","authors":"J. Kleinhans, K. LaTour","doi":"10.1177/19389655211042874","DOIUrl":"https://doi.org/10.1177/19389655211042874","url":null,"abstract":"Determining the price point is a vexing problem for firms: price too high and there is no market, but price too low and money is left on the table. Complicating matters further, for many goods there is a secondary market where products can be resold following the initial sale by the firm. Here, the open market determines the price point that end consumers pay. Often that price is higher than the price offered by the firm for goods such as premium handbags, wine, high-end watches, and works of art, so the consumer will see the product’s quality or appeal validated by the market, which leads to a reputation gain for the firm. This phenomenon goes beyond physical products and includes a variety of services, such as live concerts, as reflected in their ticket prices in primary and secondary markets. However, the secondary market can also offer a lower price than the firm’s original offering, which hurts the firm’s reputation. Typically, the luxury market equates higher prices with higher status but neglects the impact of the secondary market. Our research considers the case where initially underpricing a good may be in a luxury firm’s long-term interest. Although underpricing has been used in initial public offering (IPO) markets to increase the firm’s reputation, it has been viewed as a problem or discouraged in other market industries. Our hypothesis is that reputation has long-term value for firms and, in industries where a visible secondary (i.e., resale) market exists for products, price increases after product release lead to gains in reputation as higher resale prices signal quality and value.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-09-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45754346","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-18DOI: 10.1177/19389655211040434
B. Stringam, J. Gerdes, Christopher K. Anderson
In “Web Scraping for Hospitality Research: Overview, Opportunities, and Implications,” Han and Anderson present the tools and methods for collecting online data through data scraping. Although the article describes in detail the processes for gathering data, and presented recent court rulings that allow data scraping in the United States, it did not adequately address the ethical collection of online data. The internet has opened up new opportunities to research interesting questions and to collect data much faster than has been possible in the past. The emergence of online databases and social media sites enables new lines of research while at the same time introducing new ethical questions for both researchers and institutional research boards (IRBs). Using web-based data for research is not new. However, as Han and Anderson point out, a 2019 ruling (HiQ Labs, Inc. v. LinkedIn Corporation, appeal from the United States District Court) has redefined what is legal in online data collection. In the following, we highlight some of the key legal and ethical issues around the use of scraped data for academic research with the intent of ensuring researchers, reviewers, and editors are cognizant of some of these (evolving) issues.
{"title":"Legal and Ethical Issues of Collecting and Using Online Hospitality Data","authors":"B. Stringam, J. Gerdes, Christopher K. Anderson","doi":"10.1177/19389655211040434","DOIUrl":"https://doi.org/10.1177/19389655211040434","url":null,"abstract":"In “Web Scraping for Hospitality Research: Overview, Opportunities, and Implications,” Han and Anderson present the tools and methods for collecting online data through data scraping. Although the article describes in detail the processes for gathering data, and presented recent court rulings that allow data scraping in the United States, it did not adequately address the ethical collection of online data. The internet has opened up new opportunities to research interesting questions and to collect data much faster than has been possible in the past. The emergence of online databases and social media sites enables new lines of research while at the same time introducing new ethical questions for both researchers and institutional research boards (IRBs). Using web-based data for research is not new. However, as Han and Anderson point out, a 2019 ruling (HiQ Labs, Inc. v. LinkedIn Corporation, appeal from the United States District Court) has redefined what is legal in online data collection. In the following, we highlight some of the key legal and ethical issues around the use of scraped data for academic research with the intent of ensuring researchers, reviewers, and editors are cognizant of some of these (evolving) issues.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-08-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47356086","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-11DOI: 10.1177/19389655211037667
Wooseok Kwon, Minwoo Lee, J. Bowen
This study explores customers’ perceptions and underlying factors related to luxury consumption in restaurants. Although many studies have explored customers’ consumption of luxury goods, very few of these studies involved luxury hospitality services. Furthermore, hospitality literature has rarely discussed the emerging identification of inconspicuous consumption in luxury. By applying topic modeling to analyze online customer reviews, the current study identifies the essential elements of visiting luxury restaurants. Moreover, it elicits the asymmetric role of the identified factors in accelerating overall customer satisfaction or dissatisfaction through impact-asymmetry analysis, which adopts the three-factor theory. Findings suggest that many inconspicuous factors exist in luxury consumption and that the mechanisms that affect satisfaction differ among a satisfier, a dissatisfier, and a hybrid. The acknowledgment of the asymmetric effects will help practitioners in luxury restaurants enhance their understandings of customer perceptions and efficiently improve service management and marketing.
{"title":"Exploring Customers’ Luxury Consumption in Restaurants: A Combined Method of Topic Modeling and Three-Factor Theory","authors":"Wooseok Kwon, Minwoo Lee, J. Bowen","doi":"10.1177/19389655211037667","DOIUrl":"https://doi.org/10.1177/19389655211037667","url":null,"abstract":"This study explores customers’ perceptions and underlying factors related to luxury consumption in restaurants. Although many studies have explored customers’ consumption of luxury goods, very few of these studies involved luxury hospitality services. Furthermore, hospitality literature has rarely discussed the emerging identification of inconspicuous consumption in luxury. By applying topic modeling to analyze online customer reviews, the current study identifies the essential elements of visiting luxury restaurants. Moreover, it elicits the asymmetric role of the identified factors in accelerating overall customer satisfaction or dissatisfaction through impact-asymmetry analysis, which adopts the three-factor theory. Findings suggest that many inconspicuous factors exist in luxury consumption and that the mechanisms that affect satisfaction differ among a satisfier, a dissatisfier, and a hybrid. The acknowledgment of the asymmetric effects will help practitioners in luxury restaurants enhance their understandings of customer perceptions and efficiently improve service management and marketing.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49423425","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-08DOI: 10.1177/19389655211036656
Z. Schwartz, Timothy Webb, Jing Ma
Hotel industry practitioners and scholars expressed concerns regarding the reliability of the commonly used comparative performance indices, given the subjective nature of the competitive (comp) sets. This study explores the potential of two alternative comp sets: reverse and name-back. It is demonstrated that they have a higher level of integrity as they moderate the values of a traditional comp set–based RevPAR (revenue per available room) index, are simple to implement, and are more dynamic. The study shows analytically and empirically that the two are likely to mitigate biases and that the reverse comp set appears to be more effective than the name-back. Multiple practical implications are outlined and discussed.
{"title":"Hotel Analytics: The Case for Reverse Competitive Sets","authors":"Z. Schwartz, Timothy Webb, Jing Ma","doi":"10.1177/19389655211036656","DOIUrl":"https://doi.org/10.1177/19389655211036656","url":null,"abstract":"Hotel industry practitioners and scholars expressed concerns regarding the reliability of the commonly used comparative performance indices, given the subjective nature of the competitive (comp) sets. This study explores the potential of two alternative comp sets: reverse and name-back. It is demonstrated that they have a higher level of integrity as they moderate the values of a traditional comp set–based RevPAR (revenue per available room) index, are simple to implement, and are more dynamic. The study shows analytically and empirically that the two are likely to mitigate biases and that the reverse comp set appears to be more effective than the name-back. Multiple practical implications are outlined and discussed.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46915890","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-03DOI: 10.1177/19389655211036652
Zachary W. Brewster, Kenneth Gourlay, G. Nowak
A limited number of published studies have presented evidence indicating that restaurant customers discriminate against Black servers by tipping them less than their White coworkers. However, the cross-sectional, localized, and small samples that were analyzed in these extant studies do not support any unqualified claim that consumer racial discrimination in tipping practices is a widespread phenomenon. Thus, in an effort to further clarify the relationship between restaurant servers’ race and customers’ tipping practices, we present results from three survey experiments designed to assess the causal effect of servers’ race on customers’ tipping intentions. In three independent, demographically diverse, and relatively large samples of U.S. consumers, we found no evidence to conclude that all else being equal consumers discriminate against Black restaurant servers by tipping them less than comparable White servers. Furthermore, the null effects of servers’ race on customers’ tipping practices were not found to be sensitive to variation in service quality, dining satisfaction, servers’ sex, customers’ sex, or customers’ race. Our results challenge the generalizability of the previously observed server race effects on customers’ tipping practices and point toward the need for future research that aims to advance our understanding of the conditions under which customers’ tipping practices are sensitive to the perceived race of their server. The implications of our results for restaurant operations and directions for future research are also discussed.
{"title":"Are Black Restaurant Servers Tipped Less Than White Servers? Three Experimental Tests of Server Race Effects on Customers’ Tipping Behaviors","authors":"Zachary W. Brewster, Kenneth Gourlay, G. Nowak","doi":"10.1177/19389655211036652","DOIUrl":"https://doi.org/10.1177/19389655211036652","url":null,"abstract":"A limited number of published studies have presented evidence indicating that restaurant customers discriminate against Black servers by tipping them less than their White coworkers. However, the cross-sectional, localized, and small samples that were analyzed in these extant studies do not support any unqualified claim that consumer racial discrimination in tipping practices is a widespread phenomenon. Thus, in an effort to further clarify the relationship between restaurant servers’ race and customers’ tipping practices, we present results from three survey experiments designed to assess the causal effect of servers’ race on customers’ tipping intentions. In three independent, demographically diverse, and relatively large samples of U.S. consumers, we found no evidence to conclude that all else being equal consumers discriminate against Black restaurant servers by tipping them less than comparable White servers. Furthermore, the null effects of servers’ race on customers’ tipping practices were not found to be sensitive to variation in service quality, dining satisfaction, servers’ sex, customers’ sex, or customers’ race. Our results challenge the generalizability of the previously observed server race effects on customers’ tipping practices and point toward the need for future research that aims to advance our understanding of the conditions under which customers’ tipping practices are sensitive to the perceived race of their server. The implications of our results for restaurant operations and directions for future research are also discussed.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46496205","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-01DOI: 10.1177/19389655211020252
Guenter H Schamel, F. Santos-Arteaga
The academic literature analyzing the behavior and interactions among commensals at a table generally resorts to experimental settings with volunteer decision makers or focuses on receipts issued at actual restaurants. The experimental approach widens the potential scope of the phenomena that can be analyzed but is subject to observer effects, with decision makers being aware of the fact that their actions are being monitored. The approach using receipts is not subject to observer effects but limited in its scope by lacking interactions with the commensals and the data that can be collected. In the current article, we make extensive use of a data set collected by restaurant personnel following specific instructions. They gathered information on a number of decisions made at the table throughout the whole meal without the commensals being aware that they are being monitored. As a result, we are able to examine empirically the importance that the choices of the first-person ordering (the leader) may have for the decisions made by the other commensals at the table. In particular, we study the similarity of orders—in terms of dishes, drinks, and prices—between the table leader and the other commensals. Our results reveal that table leaders, both male and female, have a considerable influence on the choices made by other commensals under a variety of different scenarios. We also describe the differences arising when males and females act as table leaders, as well as the influence that specific payment arrangements have on the ordering behavior of the commensals.
{"title":"Metrics on Restaurant Ordering Behavior","authors":"Guenter H Schamel, F. Santos-Arteaga","doi":"10.1177/19389655211020252","DOIUrl":"https://doi.org/10.1177/19389655211020252","url":null,"abstract":"The academic literature analyzing the behavior and interactions among commensals at a table generally resorts to experimental settings with volunteer decision makers or focuses on receipts issued at actual restaurants. The experimental approach widens the potential scope of the phenomena that can be analyzed but is subject to observer effects, with decision makers being aware of the fact that their actions are being monitored. The approach using receipts is not subject to observer effects but limited in its scope by lacking interactions with the commensals and the data that can be collected. In the current article, we make extensive use of a data set collected by restaurant personnel following specific instructions. They gathered information on a number of decisions made at the table throughout the whole meal without the commensals being aware that they are being monitored. As a result, we are able to examine empirically the importance that the choices of the first-person ordering (the leader) may have for the decisions made by the other commensals at the table. In particular, we study the similarity of orders—in terms of dishes, drinks, and prices—between the table leader and the other commensals. Our results reveal that table leaders, both male and female, have a considerable influence on the choices made by other commensals under a variety of different scenarios. We also describe the differences arising when males and females act as table leaders, as well as the influence that specific payment arrangements have on the ordering behavior of the commensals.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211020252","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42128499","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-01DOI: 10.1177/19389655211020209
Alex M. Susskind, Mark Bonn
{"title":"Guest Editorial","authors":"Alex M. Susskind, Mark Bonn","doi":"10.1177/19389655211020209","DOIUrl":"https://doi.org/10.1177/19389655211020209","url":null,"abstract":"","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211020209","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45535475","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-07-21DOI: 10.1177/19389655211033527
J. O’Neill, J. Yeon
In recent years, short-term rental platforms in the lodging sector, including Airbnb, VRBO, and HomeAway, have received extensive attention and emerged as potentially alternative suppliers of services traditionally provided by established commercial accommodation providers, that is, hotels. Short-term rentals have dramatically increased the available supply of rooms for visitors to multiple international destinations, potentially siphoning demand away from hotels to short-term rental businesses. In a competitive market, an increase in supply with constant demand would negatively influence incumbent service providers. In this article, we examine the substitution effects of short-term rental supply on hotel performance in different cities around the world. Specifically, we comprehensively investigate the substitution effects of short-term rental supply on hotel performance based on hotel class, location type, and region. Furthermore, we segment the short-term rental supply based on its types of accommodations, that is, shared rooms, private rooms, and entire homes, and both examine and quantify the differential effects of these types of short-term rentals on different types of hotels. This study offers a comprehensive analysis regarding the impact of multiple short-term rental platforms on hotel performance and offers both conceptual and practical insights regarding the nature and extent of the effects that were identified.
{"title":"Comprehensive Effects of Short-Term Rental Platforms Across Hotel Types in U.S. and International Destinations","authors":"J. O’Neill, J. Yeon","doi":"10.1177/19389655211033527","DOIUrl":"https://doi.org/10.1177/19389655211033527","url":null,"abstract":"In recent years, short-term rental platforms in the lodging sector, including Airbnb, VRBO, and HomeAway, have received extensive attention and emerged as potentially alternative suppliers of services traditionally provided by established commercial accommodation providers, that is, hotels. Short-term rentals have dramatically increased the available supply of rooms for visitors to multiple international destinations, potentially siphoning demand away from hotels to short-term rental businesses. In a competitive market, an increase in supply with constant demand would negatively influence incumbent service providers. In this article, we examine the substitution effects of short-term rental supply on hotel performance in different cities around the world. Specifically, we comprehensively investigate the substitution effects of short-term rental supply on hotel performance based on hotel class, location type, and region. Furthermore, we segment the short-term rental supply based on its types of accommodations, that is, shared rooms, private rooms, and entire homes, and both examine and quantify the differential effects of these types of short-term rentals on different types of hotels. This study offers a comprehensive analysis regarding the impact of multiple short-term rental platforms on hotel performance and offers both conceptual and practical insights regarding the nature and extent of the effects that were identified.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-07-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211033527","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42587833","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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