Robin B. DiPietro

An Exploratory Study of Differences among Meeting and Exhibition Planners in their Destination Selection Criteria

ABSTRACT Destination selection criteria for meetings, conventions, trade shows, and other events have been explored by a variety of researchers. Most research in this area, however, has not evaluated how planners of different events rate the destination selection variables. The current study identified three international associations for different types of event professionals and compared members’ ratings of 13 destination selection criteria. Findings show that there are differences in the most important criteria used by each of the associations, with the International Association of Exhibitions and Events (IAEE) rating exhibit space, Meeting Professionals International (MPI) rating perceived value for the money, and Professional Convention Management Association (PCMA) rating support services for events as the highest criteria. Choice of restaurant and variety of nightlife are the lowest rated criteria by all groups. This information will help destination marketing organizations and event venues in specific destinations market themselves more effectively by positioning themselves appropriately in the marketplace.

Employee turnover in the hospitality industry: an analysis based on the CANE model of motivation

ABSTRACT Employee turnover is reaching crisis proportions for many organizations who struggle to maintain proper staffing levels in a tight labor market (Wilson, 2000). Turnover has been a measure of performance in organizations that is expensive in terms of financial and operational effectiveness. The current study used the Commitment And Necessary Effort (CANE) model of motivation (Clark, 1998, 1999) to determine if levels of motivated thinking and behavior, indexed as choice, persistence, and effort, and influenced by self-efficacy, support, emotion, and task value, impacted employee turnover rates in the hotel and quick service restaurant segments of the hospitality industry. Using regression analysis, it was determined that the motivation component of the CANE model was a statistically significant variable when analyzing turnover in the current study. Over 96% of the variation in turnover of the 22 worksites analyzed was explained by the components of the motivation model. This research is important to industry practitioners as well as academics to help predict and lower turnover in various segments of the hospitality industry. Implications for practice are discussed regarding the components of the CANE model of motivation.

The Effective Delivery of Franchisor Services: A Comparison of U.S. and German Support Practices for Franchisees

ABSTRACT Conventional wisdom suggests that more services offered by franchisors should lead to fewer complaints from franchisees, and that franchisees ought to be better off with additional support provided. We set out to differentiate those services that are truly effective and are perceived as beneficial by franchisees from those that may have little effect or may even be perceived as counterproductive. Our survey targeted franchisors in the U.S. and in Germany, comparing the most mature franchise market globally to one that is relatively young. System disruption was found to be dependent on the maturity of the market, as little differentiation is provided in the very mature U.S. market, but considerable differentiation exists in the younger German market. Also, the size of the system matters, as bigger systems typically provide more services. Finally, different types of services have varying levels of effectiveness in the less mature franchise market of Germany.

Locals' Involvement in Travelers' Informational Search and Venue Decision Strategies While at Destination

Abstract Visitors to a destination have varying motives, interests, and means in selecting specific venues for overnight accommodations and dining experiences as well as recreational and entertainment experiences. Information acquisition leading to critical venue decisions can be made at any or all journey pointspretrip, in-transit, and at-destination. Supported by past research, academic and practitioner, an explanatory model of at-destination search and decision strategies for travel-related services is discussed and partially tested. Travelers in general, and the adventuresome, risk averse, inexperienced, and disinclined decision makers in particular, may employ a common external search strategy, conferring with a perceived “expert” on the location and/or venue. The focus of this research is at-destination, visitor decision strategies that employ “local experts” for information acquisition and venue selection.

Going Green in Quick-Service Restaurants: Customer Perceptions and Intentions

As many industries are realizing the ecological, financial, and social benefits to implementing green practices in business, the literature shows that restaurants are slowly following suit (Deveau, 2009; Dutta, Umashankar, Choi, & Parsa, 2008). Increased competition in the marketplace coupled with changing guest demand as well the need to ensure guest satisfaction are some of the driving factors for service organizations to go green. The current study analyzes perceptions of a random sample of quick service restaurant guests in the Midwest regarding the green practices of restaurants in order to determine the impact that these practices may have on satisfaction, the intent to patronize the restaurant, and therefore the bottom line of the businesses. The findings show that although respondents believed that restaurants should utilize green practices, most people were not willing to pay higher prices for those green practices. Another finding is that people who implement green practices at home tend to have the intention to visit green restaurants more often. Increasing knowledge through marketing the green practices should be implemented by restaurants in order to increase awareness of such practices to the general public.

Key issues for ICT applications: impacts and implications for hospitality operations

Purpose – The purpose of this paper is to understand several key issues regarding technology strategies for the lodging industry, including the use and impact of technology, technology adoption and implementation, the role of organization technology environment in technology use, channel management strategies, as well as future trends of technology development.Design/methodology/approach – Qualitative interviews are conducted with hotel practitioners to gain knowledge in order to help explore issues and generate hypotheses for future research regarding information and communications technology (ICT) applications in the lodging industry.Findings – The research finds that technology will continue to impact guest service and customer relationship management in the lodging industry, and that companies vary in their implementation and use of the technology applications.Research limitations/implications – Using qualitative research limited the number of hotels that could be interviewed; as a result, the finding...

Multi‐unit management key success factors in the casual dining restaurant industry: A case study

Purpose – The purpose of this paper is to determine the job characteristics or key success factors of current multi‐unit managers (MUMs) in a large casual dining restaurant organization.Design/methodology/approach – The paper is a case study methodology which was used to survey a group of 71 MUMs in one organization regarding characteristics of their job. There were a total of 53 respondents for a 74.65 percent response rate. Factor analysis was used to determine whether any of the 24 characteristics could be condensed into “factors”.Findings – The paper finds that the eight factors that emerged as key success factors were: single unit operations, standard operating procedures, multi‐unit strategic planning, interpersonal and social responsibilities, travel and visiting units, human relations, effective leadership, and unit level finances, which explained 75 percent of the variance among the individual items.Research limitations/implications – The paper shows that the current study is limited in its gener...

Pay More for McLocal? Examining Motivators for Willingness to Pay for Local Food in a Chain Restaurant Setting

The current study assessed guest perceptions regarding the use of local foods in U.S. chain or multiunit restaurants. The study analyzed diners’ willingness to pay for local food, as well as perceived local food attributes that motivate the conduct. The attributes examined included food safety, environment, nutrition, community support, social responsibility, freshness, and taste. The study data indicated that chain restaurant patrons are willing to pay more for menu items made with local foods. Social/community and fresh/taste were the two strongest motivators of consumers’ willingness to pay more for local foods in chain restaurants. Market and scholarly implications are discussed.

Restaurant QSC inspections and financial performance: an empirical investigation.

Purpose – The purpose of this paper is to determine the relationship between QSC (quality, service and cleanliness) inspection scores and financial performance in quick service restaurants.Design/methodology/approach – Restaurant QSC inspection data were collected from 25 quick service restaurants of an international chain over a period of 18 months. Audited financial data were also collected for these participating restaurants. Using SPSS software, the data were analyzed for possible relationships between the restaurant QSC scores and the financial performance measured as total unit sales per week, revenues per available seat per week, and gross operating income for each month. Restaurant unit size is measured by total revenues per month.Findings – Contrary to the commonly held belief, the relationship between QSC variable and restaurant performance is weak. This study found there was a “V” curve in QSC inspections and financial performance when restaurant size was chosen as the moderating variable.Resea...

A Measure of Hope in Franchise Systems: Assessing Franchisees, Top Executives, and Franchisors.

The current study examines the hope level of franchisees, top level executives, and franchisors to add to our understanding of the construct in improving overall motivation that could improve how franchises are managed. The concept of hope is a psychological construct that has been studied thoroughly in the academic and athletic areas, as well as in the psychological literature. It has not been studied in the context of franchising. The relationship between entrepreneurship, franchising, and organizational behavior is discussed and future studies explored.