The Cornell Hotel and Restaurant Administration Quarterly
0010-8804
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Các bài báo tiêu biểu
Dineserv: A Tool for Measuring Service Quality in Restaurants
Tập 36 Số 2 - Trang 56-60 - 1995
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 standards that...
Why Restaurants Fail
Tập 46 Số 3 - Trang 304-322 - 2005
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 of
opera...
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
Tập 45 Số 2 - Trang 115-131 - 2004
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
direct e...
Hospitality-management Competencies
Tập 41 Số 2 - Trang 52-63 - 2000
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, those that are n...
Invoking Social Norms
Tập 48 Số 2 - Trang 145-150 - 2007
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 is
that su...
Investigating the Relationhip between Employee Satisfaction and Guest Satisfaction
Tập 41 Số 6 - Trang 29-33 - 2000
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 can partic...