Carolyn U. Lambert

Adaptation of an information quality framework to measure customers’ behavioral intentions to use lodging Web sites

Abstract The information quality of commercial Web sites is becoming a focal point in the current consumer behavior literature. A consumers perceived quality of information for products and services on the Web is believed to be the most salient factor for predicting his/her decision behavior. Combining the concepts of information quality and consumer decision behavior, this study tested a framework to evaluate the information quality of simulated lodging Web sites. Two hundred and forty conference attendees evaluated the information quality of one of eight hypothetically designed lodging Web sites. Results indicated that the adapted information quality model could be a useful framework for evaluating information quality on lodging Web sites. Of the four constructs of information quality, perceived usefulness and attitudes were found to be significant indicators to predict the customers’ purchase behavior using the lodging Web sites.

Nutrition Information at Point of Selection Could Benefit College Students

Residential college life offers a window of opportunity to promote long-term healthy eating. Food and nutrition professionals providing services to college students can lay claim to these “teachable moments.” Nutrition information provided as part of residential dining services can be used to increase students’ knowledge and promote skills to help students make better food consumption decisions. The college years are a critical period in young adults’ lives when appropriate lifelong eating habits targeted at achieving or maintaining ideal body weight can be developed or reinforced. The current obesity problem in late adolescence is discussed as well as research findings that suggest that nutrition information at the point of selection may be an effective means to provide college students with the knowledge to make informed choices about the food they eat.

College Studentsʼ Use of Point of Selection Nutrition Information

The study examined the use of nutrition information at point of selection by first-year college students. Objectives were to determine whether freshmen were aware of the labels and used the information to influence their food choices. Nutrition label use by gender and how food choices were affected by nutrition information also were investigated. A Web-based survey was used for data collection. Results showed that females reported a significantly greater tendency than males to use labels to make food choices, and labels made a difference in their decision to eat at the dining commons rather than other foodservice establishments. Females sought foods to promote weight loss by selecting menu items with lower total calories and total fat. Males were more likely to want to gain weight and selected foods with high levels of protein and general overall balance of nutrients. Study findings reinforce the policy of posting nutrition information at point of selection and also present potential strategies for nutrition education to college students.

The use of acceptable customer waiting times for capacity management in a multistage restaurant.

This study took an integrated approach to restaurant capacity management by capturing major types of capacity and multiple stages of service and incorporating customers’ expectations. A simulation was used to measure the current restaurant’s performance in meeting the waiting time standards and to identify the threshold requirements of resources to meet the different levels of customer expectations of waiting times. The results showed that the current restaurant needed to adjust capacity levels to meet the customer service standards, and more than one combination of multiresource thresholds existed because the threshold level of each resource varied with the other types of resources.

Setting Reservation Policies: A Microcomputer-Based Simulation

Current reservation policies are crucial to the success of hotels. Hospitality management students need to develop problem solving skills. Through simulation, students can develop reservation policies and evaluate alternative solutions when reservation patterns change.

Decision modeling using simulation: a hospitality perspective

Abstract This article reviews the use and role of simulation as a decision-modeling technique in the hospitality industry. While simulation modeling currently appears to be used primarily by academic institutions and large hospitality firms, new advances in computer hardware and software should mean it will see much greater use in the future as a management decision technique for smaller hospitality operations. The article outlines a systematic six-step process for constructing and evaluating such simulation models and provides an example of the use of this process for modeling a small food-service operation.

The Influence of Technology-Enabled Customer Relationship Management on Customers' Attitude Toward Service Quality and Loyalty

ABSTRACT The main objective of this study was to test empirically the Parasuraman and Grewals quality-value-loyalty chain model (2000) in a restaurant context. The quality-value-loyalty chain model integrates the importance of relationships between technology and customers, employees, and the company. Survey participants were asked to evaluate scenarios describing a restaurant experience where customized services were provided through information technology and without customized services. The principal finding was that participants evaluated service quality in the customized service setting higher and the assurance factor had a positive linear relationship with attitude toward personal information utilization by a service provider.

Customer Preferences for Social Value over Economic Value in Restaurants

The purpose of this study was to examine a model of value proposition of benefits, willingness to disclose personal information, and customer loyalty in a restaurant context. The results of an empirical study indicated that social value proposition had a stronger positive effect on willingness to disclose information, behavioral, and attitudinal loyalty, respectively; whereas economic value proposition only had a positive effect on behavioral loyalty. Given that there have been few prior studies examining value proposition with decomposition of economic and social benefits, the model verified in this study serves as a guide for managerial strategies and future studies.

Using a Computer-Assisted Drafting and Design System To Support Hospitality Design Instruction

Educators have employed microcomputers to support instruction for over 20 years. However, results of research studies comparing the effectiveness of computer-assisted instruction with other types of media are inconclusive. To use computers appropriately, educators must first identify the purpose of the course, the desired learning goals, the role of the computer, and the best teaching style. This paper presents a review of studies using computers for educational activities and then describes the application of a computer-assisted drafting and design (CADD) program in a hospitality design course.

Simple reservation policies can be harmful to profit margins.

Abstract Reservation policies are used to maximize a hotels economic profit. This article compares a simple reservation model with more complex models that consider segmentation due to time or market groups. Results indicate that the simple model may yield misleading information. Reservation managers should accurately identify the probability distributions for reservations of the hotels markets before adopting an overbooking policy.