William Jaffe

Use of the Service Attribute Matrix To Measure Consumer Satisfaction

Albrecht and Bradfords service attribute matrix was used to determine at tributes leading to customer satisfaction and dissatisfaction in a college university foodservice. Customer satisfaction/dissatisfaction was measured from a self-admin istered questionnaire. Two hundred and twelve questionnaires were returned for a response rate of 66.7%. In general, the most important attributes to the customers in the university cafeteria were quality of food, convenient location, cleanliness, and reasonable price. Attributes for each meal were sorted into the matrix according to their level of importance and the satisfaction score. Competitive strengths were found for all meals (breakfast, lunch, and dinner) in quality of food, cleanliness, convenient location, and nutritious food categories, whereas a competitive vulner ability in the category of the price charged was found for two of the meals (lunch and dinner). The Albrecht and Bradford model appears to be useful in analyzing customer satisfaction/dissatisfaction.

A Comparison of the Effects of Computer-Assisted Instruction With Printed Instruction On Student Learning in a Hospitality Management Course

Computer-assisted instruction has been found to be a viable instructional tool forprofessional education in the nursing and business fields. Is CAl an instructional technique that can enhance Hospitality Management education? Utilizing the food purchasing curriculum, the study sought to determine if differences in student learning outcomes are present between CAl and printed instruction.

Examining the motivations for social entrepreneurship using Max Weber’s typology of rationality

Purpose This paper aims to utilize a framework from classic sociology – Max Weber’s Typology of Rationality – to understand the motivations for social entrepreneurship in responsible tourism in India. The critical role of the social entrepreneur in effecting the phenomenon of social entrepreneurship has been largely under-recognized. The authors seek to explore, develop and enhance Weber’s theoretical arguments in the context of the tourism industry. Design/methodology/approach The authors used a constructivism paradigm and Seidman’s (2006) Three Interview Series technique to obtain the narratives of two social entrepreneurs in India. Data were analyzed using a hybrid thematic coding procedure. Findings Findings indicate that there exists a dynamic interplay between the formal and substantive rationalities that underlie the behavior of social entrepreneurs. The authors also discuss how entrepreneurs draw upon their formal and substantive repertoires to create their identities through the simultaneous processes of apposition (“Me”) and opposition (“Not Me”). Practical implications The findings provide an important recognition of the impact of formal and substantive rationalities on the conceptualization, implementation and manifestation of social enterprise for a variety of stakeholders. Originality/value This paper makes a significant contribution to understanding the why and the how of social entrepreneurship in responsible tourism. It provides a framework that can be widely applied to develop and enhance Weberian theory and further the understanding of the fundamental nature of human behavioral phenomena in tourism and beyond.

The Recruitment and Retention of Minority Students in Hospitality Management Programs

The growth of the service sector has created many opportunities for students in a four-year university program in restaurant, hotel and institutional management. While admissions into these programs has increased in the 1980s, only a small percentage of these undergraduate students were from minority groups. Questions arise as to what has and is currently being done to recruit minority students into hospitality management programs. The current study identified that while many programs, especially those with large enrollments, are utilizing university-based retention activities, little is being done at the program level in terms of recruitment of minority students at four-year institutions of higher education with undergraduate programs in hospitality management.

Student Satisfaction with Academic Advising in a Hospitality Management Program

The academic advising program in a hospitality management program was studied to determine which type of advising system—faculty-based or professional advisor-based—was perceived by students to have the greater positive interpersonal contact, and the greatest incidence of student use and satisfaction with the advising received. Student characteristics, gender, grade point average and frequency of advisor change were also studied. Students assigned professional advisors rated their advisors as possessing more advisor attributes and reported greater use and satisfaction with their advisors than students assigned faculty advisors. Male students assigned professional advisors rated their advisor higher as to possessing interpersonal attributes and were more likely be satisfied with their advisor than male students assigned faculty advisors. The relationship between the student characteristics, grade point average and frequency of change of advisor found mixed patterns of use, satisfaction with advising and ratings of the assigned advisor as to advisor attributes. Findings were interpreted in terms of the literature and recommendations for future research made.