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  • New Global Directors Join the 2018-2019 HFTP Board

    The HFTP 2018-2019 Global Board of Directors was installed during the association's 2018 Annual Convention and introduces new directors Toni Bau, Carson Booth, CHTP and Mark Fancourt. These extensive director profiles give insight into the distinguished professions and personal goals of HFTP's newest association leaders.

  • Members Only: 2018 HFTP Compensation and Benefits Report

    By Tanya Venegas, MBA, MHM, CHIA. Results to the biannual survey conducted by Hospitality Financial and Technology Professionals (HFTP). Information includes data on compensation and benefits trends for finance and technology professionals in the club and lodging industries.

  • Primary Club Metrics

    Survey results identify which metrics are most often used to determine performance. By Agnes DeFranco, Ed.D., CHAE; Tanya Venegas, MBA, MHM, CHIA; and Amanda Belarmino

  • Introducing 'Your HFTP': An Updated Online Interface for HFTP Members

    HFTP is excited to announce the newly updated “Your HFTP” online account portal. “Your HFTP” allows you to successfully manage your HFTP membership online. This refreshed online interface looks and feels just like the HFTP website and (better yet) is mobile-responsive.

Service recovery through empowerment? HRM, employee performance and job satisfaction in hotels

International Journal of Hospitality Management·Paid Content ·16 March 2019
This study tests the argument that human resource management in hotels enhances service-recovery performance and job satisfaction through empowering front-line employees to respond to service failures. After an initial phase of qualitative interviewing, dyadic data were gathered through a large-scale survey in thirty hotels in Sri Lanka. The results of structural equation modelling show that the HR practices and management styles adopted in this context help to develop job competence, which is then related to service-recovery performance and job satisfaction.

Do airbnb host listing attributes influence room pricing homogenously?

International Journal of Hospitality Management·Paid Content ·15 March 2019
This research primarily contributes to the identification of the important variables that significantly influence room pricing on the Airbnb rental platform. The study adopted a comparative approach by using three different methods—OLS, random forest, and decision tree—and applied it to a vast amount of data from the Airbnb listing dataset of 11 US cities. Each individual amenity mentioned in the listing in the textual format was used as an independent variable.

Job crafting and customer service behaviors in the hospitality industry: Mediating effect of job passion

International Journal of Hospitality Management·Paid Content ·14 March 2019
In the hospitality setting, empowering individuals to perform their job content has become a crucial topic (Chia and Chu, 2017; Lin et al., 2017). In addressing diverse customer needs, hospitality employees should not only perform service work based on their company’s basic principles but also exceed customer expectations and provide prompt, high-quality service (Barnes et al., 2016). Therefore, customer service behaviors play a critical role in hospitality settings (Cheng and Chen, 2017).

Why do employees break rules? Understanding organizational rule-breaking behaviors in hospitality

International Journal of Hospitality Management·Paid Content · 2 March 2019
This study explores employees’ organizational rule-breaking behaviors in the hospitality industry. Unlike the majority of hospitality literature which suggest rule-breakers are deviant, a growing stream of management research suggested that intentions behind rule-breaking behaviors among organizational employees include self-interest, to increase work efficiency, to help a subordinate or a coworker, and to provide good customer service.

How well does advertising work on restaurant performance? A dynamic and quadratic approach

International Journal of Hospitality Management·Paid Content · 2 March 2019
This study investigated the dynamic and quadratic relationships between advertising and restaurant performance. For this investigation, three stage least squares estimation was adopted to analyze the advertising effects of 137 U.S. public restaurant firms from 1991 to 2016. Stock value, sales, and profitability were used as measures of restaurant performance.

Understanding the hospitality philanthropy-performance link: Demand and productivity effects

International Journal of Hospitality Management·Paid Content ·26 February 2019
According to value enhancement theory, corporate philanthropy could have a beneficial impact on hospitality firm performance through the demand and productivity effects. This study makes two significant contributions to the hospitality philanthropy-performance literature in two ways.

To waste or not to waste: Exploring motivational factors of Generation Z hospitality employees towards food wastage in the hospitality industry

International Journal of Hospitality Management·Paid Content ·16 February 2019
Hotel employees are in the eye of the storm witnessing food wastage on a daily basis. The appetite for more food often results in more leftovers. Only a paucity of studies have investigated hospitality employees’ motivations towards food wastage in the hospitality industry. Understanding this research gap of food wastage is imperative given the social, financial, environmental and ethical implications in this dynamic industry.

Self-Service Technology Research: A bibliometric co-citation visualization analysis

International Journal of Hospitality Management·Paid Content · 1 February 2019
As a value co-creation tool, there is growing adoption of self-service technology (SST) in hospitality. However, SST has received limited hospitality research attention. As a guide for future research, the purpose of this study was to conduct a bibliometric analysis focusing, first, on the hospitality and tourism SST literature, but then expanding to include the broader business SST literatures.

Role of airline food quality, price reasonableness, image, satisfaction, and attachment in building re-flying intention

International Journal of Hospitality Management·Paid Content · 1 February 2019
Quality of in-flight food and beverage is undoubtedly one of the most important requisites for passengers’ pleasurable flight experiences in the full-service airline industry. Nonetheless, little is known about its role in forming re-flying intention.

Market segmentation and travel choice prediction in Spa hotels through TripAdvisor's online reviews

International Journal of Hospitality Management·Paid Content ·25 January 2019
Customer segmentation via online reviews and ratings can assist different hotels, including spa hotels, to better inform marketing strategy development and ensure optimal marketing expenditures. However, traditional market segmentation approaches are ineffective in analysing social data on account of size, different dimensions and features of online review data.

Developing and validating a service robot integration willingness scale

International Journal of Hospitality Management·Paid Content ·25 January 2019
As new technologies continue to advance consumer experience, utilization of service robots and artificial intelligence to deliver human services has been increasingly gaining attention from hospitality and tourism businesses.

The well-being among hospitability employees with disabilities: The role of disability inclusive benevolent leadership

International Journal of Hospitality Management·Paid Content ·23 January 2019
Well-being is one of the crucial outcomes of the disability inclusion process in the workplace. The primary aim of our inquiry is to examine how disability inclusive benevolent leadership contributes to the well-being among employees with disabilities via building their job resources and personal resources.

Drivers of degree of sophistication in hotel revenue management decision support systems

International Journal of Hospitality Management·Paid Content ·10 January 2019
Publication date: May 2019 Source: International Journal of Hospitality Management, Volume 79 Author(s): Xun Xu, Lizao Zhang, Tim Baker, Robert J. Harrington, Byron MarloweAbstractRevenue management (RM) practices enhance financial performance of businesses. This study answers two research questions: (a) How should the sophistication of hotel RM be measured? and (b) What are the internal and external indirect drivers of the level of sophistication of hotel RM? The level of sophistication is based on decision tree tests, which include four steps: data capture, data foundation, rigor of analysis, and techniques used, including pricing, inventory allocation, and product configuration. Via an empirical analysis, we determine five positive drivers of hotel RM sophistication: electronic word-of-mouth utilization, customer segmentation, organizational structure, differentiation strategy, and competitive environment.

Modeling hotel room pricing: A multi-country analysis

International Journal of Hospitality Management·Paid Content · 5 January 2019
In the current tourism landscape, pricing decisions reemerge as a key concern for hoteliers. This study examines the impact of specific factors associated with hotels, customers’ experience, and competition on hotel pricing in different countries.

Do franchise firms manage their earnings more? Investigating the earnings management of restaurant firms

International Journal of Hospitality Management·Paid Content · 2 January 2019
Earnings management has become more prevalent in many firms. Accordingly, the financial accounting literature has made efforts to identify the determinants of earnings management behavior in various industries. However, for the restaurant industry it may be necessary to consider the effects of franchising to accurately understand earnings management behaviors because franchise restaurants vastly differ from non-franchise restaurants in terms of raising capital and information asymmetry.

Readiness of upscale and luxury-branded hotels for digital transformation

International Journal of Hospitality Management·Paid Content ·28 December 2018
Hotels need to go through digital transformation to meet the changing demands of customers in the experience age and stay ahead of both traditional competitors and industry disruptors in an exponentially-evolving competitive environment. This requires hotels to have the right approach to technology, innovation, supported by the right working culture, be data-focused and customer-centric. A qualitative study was done to investigate the readiness of hotels in Asia for digital transformation. The findings, practical implications and future research ideas are presented.

Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops

International Journal of Hospitality Management·Paid Content ·28 December 2018
This research aimed to identify structural associations among image, satisfaction, trust, lovemarks (love and respect for a particular brand) and brand loyalty for name-brand coffee shops. A total of 401 pieces of data were analyzed through the SPSS and AMOS statistical packages.

Foundations of hospitality performance measurement research: A co-citation approach

International Journal of Hospitality Management·Paid Content ·19 December 2018
Studies related to hospitality performance measurement have expanded and matured, leading to diversity in the themes and topics of papers published on the subject. Though many papers have highlighted the trends, clusters, and topics, the present article is the first known academic study attempting to explore the architectural structure of this research stream.

Consumer values and service quality perceptions of food truck experiences

International Journal of Hospitality Management·Paid Content ·18 December 2018
The purpose of this study was to identify factors affecting consumers’ intention to visit food trucks from both utilitarian and hedonic points of view and to identify the service attributes that consumers consider most important when visiting food trucks. Structural equation modeling (SEM) and an importance-performance analysis (IPA) were conducted with a sample of 467 responses.

Enhancing customer trust in peer-to-peer accommodation: A "soft" strategy via social presence

International Journal of Hospitality Management·Paid Content ·18 December 2018
Despite its global popularity, the Web-based Peer-to-Peer (P2P) accommodation platform (e.g. Airbnb, Xiaozhu.com) commonly suffers insufficient customer trust due to its lean human/social elements.

Impact of data breach locality and error management on attitude and engagement

International Journal of Hospitality Management·Paid Content ·15 December 2018
Given the growing number of credit card transactions, data breaches have become an increasingly serious concern for hotel businesses. Even when a rival hotel experiences a data breach, customers of the focal hotel may feel vulnerable as well. Nevertheless, firms have little insight into the potential impacts of a data breach on customers and the corresponding recovery strategies.

Hotel guests' perceptions of environmental friendly practices in social media

International Journal of Hospitality Management·Paid Content ·28 November 2018
Despite hotels’ managers spend substantial time and money on environmental initiatives; they are not sure whether their guests perceive their green efforts appropriately. The purpose of this study is to analyze guests’ perceptions of hotels’ environmental practices expressed through social media.

Hospitality employment 2033: A backcasting perspective (invited paper for 'luminaries' special issue of International Journal of Hospitality Management) (H-index and Bio)

International Journal of Hospitality Management·Paid Content ·22 November 2018
Work in hospitality remain a persistent blemish with respect to one of the world’s fast growing economic sectors. Issues are represented across a wide spectrum of indicators and have not changed, in substance, since George Orwell’s challenging musings about the social value of such work in 1933. In this paper, we assess the extent to which change can be evidenced with respect to hospitality employment. We employ backcasting methodologies to delineate where hospitality employment should be by 2033. Finally, we map the steps that will be required to get there and, to achieve this, attribute responsibility to key players.

Campus foodservice experiences and student wellbeing: An integrative review for design and service interventions

International Journal of Hospitality Management·Paid Content ·22 November 2018
Based on a review of multidisciplinary literature, this paper explores the potential links between foodservice provision on university and college campuses and students’ wellbeing. The paper contends that on-campus foodservice provision contributes to positive student experiences, which can improve their overall wellbeing.

How do hotels operationalize their competitive intelligence efforts into their management processes? Proposing a holistic model

International Journal of Hospitality Management·Paid Content ·22 November 2018
The purpose of this study is to examine and develop a holistic competitive intelligence (CI) model that incorporates all CI efforts at the management level within an organization, including strategic, tactical, and operational levels. To achieve this goal, the researchers administered in-depth, semi-structured interviews with middle- level managers and supervisors in an independent, full-service hotel located in Hong Kong.

Making restaurant reviews useful and/or enjoyable? The impacts of temporal, explanatory, and sensory cues

International Journal of Hospitality Management·Paid Content ·22 November 2018
The purpose of this study is to explore the impacts of temporal, explanatory, and sensory cues on customers’ perceived usefulness and enjoyment toward restaurant online reviews.

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