Pub Date : 2024-05-14DOI: 10.1177/21649987241252171
Selim Bakir, Shenee Douglas, Yee Ming Lee
Recruitment is an integral part of a hotel’s human resources strategy. It ensures that positions are adequately staffed by talented individuals and that the operation of the hotel runs smoothly. One type of recruitment used in hotels is internal mobility, which describes the movement of employees to different roles or opportunities within the organization. Hotels should ensure that they follow internal mobility best practices to reduce the possibility of negative situations that may affect employee satisfaction. By identifying unfair practices within their own internal mobility policies, a hotel can improve employee satisfaction and morale. This case study examines how one hotel’s unfair internal mobility practices affected the day-to-day operations of its front office department. It follows Kemal and Cahn, who were both considered for promotion at the Sunny Alanya Hotel. Kemal’s promotion to front office supervisor was perceived as unfair and created tension in the department, affecting staff morale and service quality.
{"title":"Internal Mobility and Employee Perceived Fairness: The Case of the Sunny Alanya Hotel","authors":"Selim Bakir, Shenee Douglas, Yee Ming Lee","doi":"10.1177/21649987241252171","DOIUrl":"https://doi.org/10.1177/21649987241252171","url":null,"abstract":"Recruitment is an integral part of a hotel’s human resources strategy. It ensures that positions are adequately staffed by talented individuals and that the operation of the hotel runs smoothly. One type of recruitment used in hotels is internal mobility, which describes the movement of employees to different roles or opportunities within the organization. Hotels should ensure that they follow internal mobility best practices to reduce the possibility of negative situations that may affect employee satisfaction. By identifying unfair practices within their own internal mobility policies, a hotel can improve employee satisfaction and morale. This case study examines how one hotel’s unfair internal mobility practices affected the day-to-day operations of its front office department. It follows Kemal and Cahn, who were both considered for promotion at the Sunny Alanya Hotel. Kemal’s promotion to front office supervisor was perceived as unfair and created tension in the department, affecting staff morale and service quality.","PeriodicalId":515966,"journal":{"name":"Journal of Hospitality & Tourism Cases","volume":"31 8","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-05-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140981269","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-04-25DOI: 10.1177/21649987241241918
Nasim Binesh, Amanda Belarmino, Stowe Shoemaker
This case study was done in 2018 per request of UNLV Athletics. Pricing recommendation for UNLV Football tickets for the home side of the new Allegiant stadium were generated using a survey of 598 adults, the majority of whom were UNLV alumni. Pricing recommendation was based on the responses with football as their first or second favorite sport ( n = 304). Sections C109-C115 showed the highest willingness-to-pay and highest recommended price. Sections 101-105 had the lowest willingness-to-pay and recommended price. The chance of purchasing a parking pass was higher for those interested in buying a ticket in sections C109-C115.
{"title":"Revenue Management and The Runnin’ Rebels: A Case Study of Willingess-to-Pay for College Sports","authors":"Nasim Binesh, Amanda Belarmino, Stowe Shoemaker","doi":"10.1177/21649987241241918","DOIUrl":"https://doi.org/10.1177/21649987241241918","url":null,"abstract":"This case study was done in 2018 per request of UNLV Athletics. Pricing recommendation for UNLV Football tickets for the home side of the new Allegiant stadium were generated using a survey of 598 adults, the majority of whom were UNLV alumni. Pricing recommendation was based on the responses with football as their first or second favorite sport ( n = 304). Sections C109-C115 showed the highest willingness-to-pay and highest recommended price. Sections 101-105 had the lowest willingness-to-pay and recommended price. The chance of purchasing a parking pass was higher for those interested in buying a ticket in sections C109-C115.","PeriodicalId":515966,"journal":{"name":"Journal of Hospitality & Tourism Cases","volume":"60 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140656211","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-04-25DOI: 10.1177/21649987241241929
Jeffrey Pittman, Cindy Choi
The labor shortage within the restaurant industry has caused service quality and revenue to decline. To help combat this decline, restaurant operators have begun adopting kiosks and limiting their menu options. This case study addresses labor and consumer issues that are being experienced within a quick service seafood restaurant called Golden Eagle Fish Shack. The owner is interested in implementing kiosks into his operation to help overcome the declining consumer satisfaction from the longer wait times, alleviate time consuming tasks from his current employees, while also to increase the revenue stream of the operation.
{"title":"Conquering the Labor Shortage With Kiosks","authors":"Jeffrey Pittman, Cindy Choi","doi":"10.1177/21649987241241929","DOIUrl":"https://doi.org/10.1177/21649987241241929","url":null,"abstract":"The labor shortage within the restaurant industry has caused service quality and revenue to decline. To help combat this decline, restaurant operators have begun adopting kiosks and limiting their menu options. This case study addresses labor and consumer issues that are being experienced within a quick service seafood restaurant called Golden Eagle Fish Shack. The owner is interested in implementing kiosks into his operation to help overcome the declining consumer satisfaction from the longer wait times, alleviate time consuming tasks from his current employees, while also to increase the revenue stream of the operation.","PeriodicalId":515966,"journal":{"name":"Journal of Hospitality & Tourism Cases","volume":"20 6","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-04-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140653568","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-04-15DOI: 10.1177/21649987241241927
T. Atef, Masooma Al-Balushi
Case study as a teaching method has proven to be a mind stimulating technique that allows students to test different scenarios and to critically analyze practical incidents widening their knowledge perspective. Instructors achieve many goals through the application of such method where they enhance students learning by linking theory to practice in a cooperative environment based on team work, opinion sharing, and discussion. The aim of the current study is to demonstrate, analyze, and interpret a real dining experience case in order to be used in teaching by hospitality management instructors. This case as simple as it seems is a possible outcome of any service encounter. Its implications are profound on the organization image and guest loyalty. An experience that deviates away from its optimum scenario or ends with an unrecovered faulty service can render damages beyond just losing customers, to compensations, and even to law suits. It is an opportunity for hospitality management students to learn how to evade service failures, create successful memorable guest experiences, and to apply critical thinking techniques.
{"title":"A Dining Experience Case Study for Hospitality Management Teaching and Learning","authors":"T. Atef, Masooma Al-Balushi","doi":"10.1177/21649987241241927","DOIUrl":"https://doi.org/10.1177/21649987241241927","url":null,"abstract":"Case study as a teaching method has proven to be a mind stimulating technique that allows students to test different scenarios and to critically analyze practical incidents widening their knowledge perspective. Instructors achieve many goals through the application of such method where they enhance students learning by linking theory to practice in a cooperative environment based on team work, opinion sharing, and discussion. The aim of the current study is to demonstrate, analyze, and interpret a real dining experience case in order to be used in teaching by hospitality management instructors. This case as simple as it seems is a possible outcome of any service encounter. Its implications are profound on the organization image and guest loyalty. An experience that deviates away from its optimum scenario or ends with an unrecovered faulty service can render damages beyond just losing customers, to compensations, and even to law suits. It is an opportunity for hospitality management students to learn how to evade service failures, create successful memorable guest experiences, and to apply critical thinking techniques.","PeriodicalId":515966,"journal":{"name":"Journal of Hospitality & Tourism Cases","volume":"246 6‐9","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-04-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140703999","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-04-02DOI: 10.1177/21649987241241912
Emily Reaves, D. Schoffstall
The Beachside Oasis has a mix of positives and challenges in critical operational areas for investigation and examination. This case study, based on typical asset management, provides an opportunity to examine key financial indicators, competitive analysis, and operating market segments with comparative resources including comparable geographic market information, HOST report by STR, and created property income statement. Students are required to conduct a comprehensive analysis and provide detailed recommendations to the hotel’s ownership, which will include the creation of plans to simulate future business growth.
{"title":"Examining the Beachside Oasis: A Competitive Analysis and Market Share Case Study","authors":"Emily Reaves, D. Schoffstall","doi":"10.1177/21649987241241912","DOIUrl":"https://doi.org/10.1177/21649987241241912","url":null,"abstract":"The Beachside Oasis has a mix of positives and challenges in critical operational areas for investigation and examination. This case study, based on typical asset management, provides an opportunity to examine key financial indicators, competitive analysis, and operating market segments with comparative resources including comparable geographic market information, HOST report by STR, and created property income statement. Students are required to conduct a comprehensive analysis and provide detailed recommendations to the hotel’s ownership, which will include the creation of plans to simulate future business growth.","PeriodicalId":515966,"journal":{"name":"Journal of Hospitality & Tourism Cases","volume":"31 6","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-04-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140754192","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Cross-cultural adjustment continues to be among the main challenges’ expatriates encounter in the foreign society. One promising tool which may influence expatriate adjustment is social media. A case study was undergone to highlight the role that social media plays in the journey of expatriates’ adjustment by analyzing the experience of an expatriate manager in the hospitality industry. The case revealed that the use of social media was an effective and helpful tool during the adjustment process in terms of learning the language, building and retaining social connections, easing and reducing culture shock, assimilate quickly, and performing better.
{"title":"Expatriate Cross-Cultural Adjustment: Role of Social Media","authors":"Hamzeh Hammadeen, Khalid Eyoun, Allison Glenn Campbell","doi":"10.1177/21649987241241950","DOIUrl":"https://doi.org/10.1177/21649987241241950","url":null,"abstract":"Cross-cultural adjustment continues to be among the main challenges’ expatriates encounter in the foreign society. One promising tool which may influence expatriate adjustment is social media. A case study was undergone to highlight the role that social media plays in the journey of expatriates’ adjustment by analyzing the experience of an expatriate manager in the hospitality industry. The case revealed that the use of social media was an effective and helpful tool during the adjustment process in terms of learning the language, building and retaining social connections, easing and reducing culture shock, assimilate quickly, and performing better.","PeriodicalId":515966,"journal":{"name":"Journal of Hospitality & Tourism Cases","volume":"27 3","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-03-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140361796","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-03-29DOI: 10.1177/21649987241241913
Zhanjing Zeng, Caiyun Shen, Hong Wang, Ingrid Y. Lin
Although China is historically known as a tea-consuming country, coffee consumption in China has been increasing at double-digit rates in recent years. Based on the Diffusion of Innovation Theory, we explored Luckin Coffee’s innovative business concepts, including operational efficiency and marketing strategies such as price advantage, technical-support system, omnichannel sales, and social media promotion to expand market share. In addition, Luckin Coffee’s advanced technology and digital customer engagement have given the company an unexpected boost, as the importance of social distancing and minimizing physical contact became the new norm and standard practice during the COVID-19 pandemic era. This study provides practical insights into the impact of technology and process innovation on enhancing brand value and attracting new customers within the coffee shop and hospitality industries.
{"title":"Luckin Coffee in China: An Innovative Coffee Brand Dominating the Chinese Market amid the Covid-19 Pandemic","authors":"Zhanjing Zeng, Caiyun Shen, Hong Wang, Ingrid Y. Lin","doi":"10.1177/21649987241241913","DOIUrl":"https://doi.org/10.1177/21649987241241913","url":null,"abstract":"Although China is historically known as a tea-consuming country, coffee consumption in China has been increasing at double-digit rates in recent years. Based on the Diffusion of Innovation Theory, we explored Luckin Coffee’s innovative business concepts, including operational efficiency and marketing strategies such as price advantage, technical-support system, omnichannel sales, and social media promotion to expand market share. In addition, Luckin Coffee’s advanced technology and digital customer engagement have given the company an unexpected boost, as the importance of social distancing and minimizing physical contact became the new norm and standard practice during the COVID-19 pandemic era. This study provides practical insights into the impact of technology and process innovation on enhancing brand value and attracting new customers within the coffee shop and hospitality industries.","PeriodicalId":515966,"journal":{"name":"Journal of Hospitality & Tourism Cases","volume":"63 3","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-03-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140367816","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-03-29DOI: 10.1177/21649987241241940
Rachel Mammen
Individuals define their social identity by going through self-identification where they associate with the group’s social identity. Marketing managers of fast-casual restaurants categorize groups of people so they can have a social identity in their locations. Nowadays, consumers are interested in superior quality food, healthier options, and a clean eating environment coupled with excellent customer service; the fast-casual restaurant is a mix of “quick-service” and “full-service” segments and has been the current trend in the restaurant industry. There is a growing interest in the market segmentation of fast-casual customers; however, there is limited research about the Indies.
{"title":"Indies: Who Are They? Why Are They an Important Demographic Segment of Fast-Casual Restaurants?","authors":"Rachel Mammen","doi":"10.1177/21649987241241940","DOIUrl":"https://doi.org/10.1177/21649987241241940","url":null,"abstract":"Individuals define their social identity by going through self-identification where they associate with the group’s social identity. Marketing managers of fast-casual restaurants categorize groups of people so they can have a social identity in their locations. Nowadays, consumers are interested in superior quality food, healthier options, and a clean eating environment coupled with excellent customer service; the fast-casual restaurant is a mix of “quick-service” and “full-service” segments and has been the current trend in the restaurant industry. There is a growing interest in the market segmentation of fast-casual customers; however, there is limited research about the Indies.","PeriodicalId":515966,"journal":{"name":"Journal of Hospitality & Tourism Cases","volume":"66 35","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-03-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140364960","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-03-28DOI: 10.1177/21649987241241948
Samantha Jones, Lisa Cain, Gary L. Deel
This case study examines the rise of virtual restaurants and ghost kitchens as a result of the COVID-19 pandemic. Through the lens of organizational resiliency theory, the strengths, weaknesses, opportunities, and threats surrounding these ventures and their viability is analyzed and discussed. The case study methodology was used to provide an in-depth, multi-faceted understanding of the virtual restaurant and ghost kitchen phenomenon. It was determined that minimal upfront investments coupled with data-driven support and the ability to test new concepts and increase a customer base serve as the strengths and opportunities afforded by virtual restaurants and ghost kitchens. Threats and weaknesses included a separation between the brand and the customer, an overcrowded market and a greater concentration of competition, as well as a more hands-off customer experience. This case leverages the tenets of organizational resiliency theory to explore the rise of virtual restaurants and ghost kitchens and provide educators and students with an explanation for how these concepts came to fruition, and how their existence can benefit the individual organization and impact the industry. Applications of the case in the classroom setting are also provided.
{"title":"Virtual Restaurants and Ghost Kitchens: A New Opportunity","authors":"Samantha Jones, Lisa Cain, Gary L. Deel","doi":"10.1177/21649987241241948","DOIUrl":"https://doi.org/10.1177/21649987241241948","url":null,"abstract":"This case study examines the rise of virtual restaurants and ghost kitchens as a result of the COVID-19 pandemic. Through the lens of organizational resiliency theory, the strengths, weaknesses, opportunities, and threats surrounding these ventures and their viability is analyzed and discussed. The case study methodology was used to provide an in-depth, multi-faceted understanding of the virtual restaurant and ghost kitchen phenomenon. It was determined that minimal upfront investments coupled with data-driven support and the ability to test new concepts and increase a customer base serve as the strengths and opportunities afforded by virtual restaurants and ghost kitchens. Threats and weaknesses included a separation between the brand and the customer, an overcrowded market and a greater concentration of competition, as well as a more hands-off customer experience. This case leverages the tenets of organizational resiliency theory to explore the rise of virtual restaurants and ghost kitchens and provide educators and students with an explanation for how these concepts came to fruition, and how their existence can benefit the individual organization and impact the industry. Applications of the case in the classroom setting are also provided.","PeriodicalId":515966,"journal":{"name":"Journal of Hospitality & Tourism Cases","volume":"61 11","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140368893","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-03-28DOI: 10.1177/21649987241241903
Eric D. Olson, Jeffrey Olson
LGBTQ+ healthcare clinics have been created in the past several years to provide healthcare in a safe and welcoming environment for the LGBTQ+ community. This case study examines how hospitable servicescape can be used to create a LGBTQ+ health clinic for a regional healthcare organization in a post-COVID environment. Utilizing a framework for creating a LGBTQ+ health clinic, learners will discuss key issues and challenges in the intersection of hospitable service design and theoretical frameworks at the health care, hospitality, and service design for an underserved community.
{"title":"Creating a Hospitality LGBTQ+ Health Care Clinic","authors":"Eric D. Olson, Jeffrey Olson","doi":"10.1177/21649987241241903","DOIUrl":"https://doi.org/10.1177/21649987241241903","url":null,"abstract":"LGBTQ+ healthcare clinics have been created in the past several years to provide healthcare in a safe and welcoming environment for the LGBTQ+ community. This case study examines how hospitable servicescape can be used to create a LGBTQ+ health clinic for a regional healthcare organization in a post-COVID environment. Utilizing a framework for creating a LGBTQ+ health clinic, learners will discuss key issues and challenges in the intersection of hospitable service design and theoretical frameworks at the health care, hospitality, and service design for an underserved community.","PeriodicalId":515966,"journal":{"name":"Journal of Hospitality & Tourism Cases","volume":"131 37","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"140369548","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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