The Cornell Hotel and Restaurant Administration Quarterly
0010-8804
Cơ quản chủ quản: N/A
Các bài báo tiêu biểu
Dineserv: A Tool for Measuring Service Quality in Restaurants Dining consumers determine which restaurants meet their quality and value standards. Restaurateurs who fail to measure up will soon see declining customer counts as guests switch to competing restaurants. “Dineserv” is proposed as a reliable, relatively simple tool for determining how consumers view a restaurant's quality. The 29-item Dineserv questionnaire comprises service-quality stand... ...
Tập 36 Số 2 - Trang 56-60 - 1995
Why Restaurants Fail Past research on restaurant failures has focused mostly on quantitative factors and bankruptcy rates. This study explored restaurant ownership turnover rates using qualitative data, longitudinal data (1996-1999), and data from Dun and Bradstreet reports. In contrast to frequently repeated statistics, a relatively modest 26.16 percent of independent restaurants failed during the first year... ...
Tập 46 Số 3 - Trang 304-322 - 2005
Why destination areas rise and fall in popularity: an update of a Cornell Quarterly classic
Tập 42 Số 3 - Trang 13-24 - 2001
Measuring Customer-Based Restaurant Brand Equity Strong brand equity is significantly correlated with revenues for quick-service restaurants. In a study 394 respondents gauged the strength of seven quick service restaurant brands doing business in Seoul, Korea. The study tested four elements of brand equity, namely, brand awareness, brand image, brand loyalty, and perceived quality. Of those attributes, brand awareness had the strongest... ...
Tập 45 Số 2 - Trang 115-131 - 2004
Hospitality-management Competencies This study identified the hospitality-management competencies considered essential for success in today's F&B, front-desk, and sales departments, and the degree to which those skills and talents are actually used by entry-and mid-level managers. Specifically, it recorded three types of essential competencies (ECs): those that are necessary for any of the six job positions studied, tho... ...
Tập 41 Số 2 - Trang 52-63 - 2000
Invoking Social Norms Social psychology theory can be applied to such mundane purposes as encouraging guests to reuse their washroom towels. In contrast to the appeals now in use to persuade guests to reuse their towels, research found that applying the norm of reciprocation and the descriptive norm for proenvironmental action improved guests' participation in one hotel's towel-reuse program. The implication i... ...
Tập 48 Số 2 - Trang 145-150 - 2007
Investigating the Relationhip between Employee Satisfaction and Guest Satisfaction A study of six metropolitan, full-service hotels (involving 600 guests and 240 employees) found a statistical connection between employee satisfaction and guest satisfaction. Regarding employees' satisfaction, the data indicated that monetary factors can be dissatisfiers. The surest way to build employee satisfaction is to let employees know that their efforts are appreciated; that they c... ...
Tập 41 Số 6 - Trang 29-33 - 2000