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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.

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.

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.

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.

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.

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.

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.

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.

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.

When organic food choices shape subsequent food choices: The interplay of gender and health consciousness

International Journal of Hospitality Management·Paid Content · 3 May 2018
Author(s): Joongwon Shin, Anna S. Mattila In response to the increasing demand for organic food, restaurants have begun to add such options to their menus. To illuminate the impact of organic food choices in a restaurant context, this research examines the joint effect of an initial organic food choice, gender and health consciousness on subsequent food choices (healthy vs. unhealthy). The findings suggest that males with low levels of health consciousness are more likely to choose unhealthy options when their initial choice is organic (vs. conventional). Such a tendency is attenuated among males with high levels of health consciousness. Conversely, females with low (vs. high) levels of health consciousness are more likely to choose unhealthy options regardless of their initial choice. Theoretical and managerial implications are discussed.

An exploratory study of managerial approaches to food waste mitigation in coffee shops

International Journal of Hospitality Management·Paid Content · 2 May 2018
Author(s): Viachaslau Filimonau, Marija Krivcova, Frederica Pettit The hospitality industry generates substantial amounts of food waste. Although the issue has been politically recognised, it remains under-researched. Studies are limited in number and restricted in sectoral and geographical coverage. They have attempted to quantify and characterise food waste in hospitality ventures while the managerial approaches to its reduction have not been scrutinised. The coffee shop sub-sector of the hospitality industry has been entirely excluded from analysis. This study examined food waste in UK coffee shops through the managerial lens. While food waste represents a significant challenge, the managerial approaches to its minimisation are conservative and focus on disposal, rather than prevention.
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The Integration between Service Value and Service Recovery in the Hospitality Industry: An Application of QFD and ANP

International Journal of Hospitality Management·Paid Content ·24 March 2018
Research in service recovery has attracted significant attention in recent years, but few studies have focused on service recovery from both customer and expert perspectives simultaneously. This study aims to address this research gap by adopting a Quality Function Deployment (QFD) approach that integrates Analytic Network Process (ANP) method. The results show that among five major groups of service failure in hotels, customers perceived the most important ranking as the one covering “Guestroom”; followed by “Arrival, Billing and Departure”; “Restaurant, Food and Beverage”; “Staff”; and “Facilities and Other Services”. While for service recovery, the most effective means to deal with service failures were “Immediate Correcting of Problem”; followed by “Apology”; “Replacement”; “Discount”; and then the remaining four service recovery actions. This study may contribute to the literature as an important reference for academics and professionals, specifically those in the hospitality industry, as it identifies the critical factors of customer satisfaction to enhance the hotel service quality.
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The restaurant social servicescape: Establishing a nomological framework

International Journal of Hospitality Management·Paid Content · 3 March 2018
Understanding the effects of the service environment on consumption behavior has become an important topic of research in the hospitality literature in recent years. While much of the initial research in this stream has focused on the effects of the physical aspects of the consumption space (e.g., décor, layout, lighting, etc.), a number of more recent studies have proposed that, like these physical factors, social phenomena may exert a significant effect on consumer behavior. The purpose of this research is to test these propositions. Defined as the social servicescape, social aspects of the consumption environment including customer/employee behavior, appearance, and perceived similarity, are hypothesized to exert a meaningful effect on evaluations of the full-service dining experience. The results support the proposed framework, demonstrating the social servicescape as a robust predictor of attitude, satisfaction, and post-consumption behavioral intentions, including return intention and word of mouth.

BHR W 18 7: A la Carte Dining in a Banquet Setting: Is it Feasible?

Boston University - Boston Hospitality Review·Requires Registration ·27 February 2018
À la Carte Dining in a Banquet Setting: Is it Feasible?

Food and gastronomy research in tourism and hospitality: A bibliometric analysis

International Journal of Hospitality Management·Paid Content ·13 February 2018
This study examines the evolution of food and gastronomy research in hospitality and tourism (H&T) in the 40 years between 1976 and 2016, highlighting emerging research themes; methods; possible national, international, and interdisciplinary or multidisciplinary collaborations; and prolific food and gastronomy researchers and institutes in the H&T field. For this purpose, 16 leading H&T journals from 1976 to 2016 were analyzed using advanced bibliometric analysis, and a total of 5333 food-related published documents, including management, organization, and finance were identified. After further re-analysis and elimination, 462 articles were identified as food and gastronomy research articles. The research findings reveal that popularization of this theme increased after 2000; however, the total number of publish
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An investigation of consumers' perception of food safety in the restaurants

International Journal of Hospitality Management·Paid Content · 6 February 2018
The purpose of this study was to investigate consumers’ perception on restaurants’ food safety. More specifically, the first objective was to identify the importance and performance of casual dining restaurant selection factors from the aspect of food safety in the U.S., using the IPA model. The second objective was to assess the relationships between three cleanliness clues (functional clues, mechanic clues, and humanic clues) and overall satisfaction and their effects on behavioral intention. A survey instrument was used for primary data collection. Employees keeping their fingernails clean, employees wear clean uniform or protective clothing, and employees wear gloves while handling ready-to-eat food items were captured in the “concentration” quadrant, indicating they are very important to the respondents but the restaurants’ performances were not satisfactory. Three cleanliness clues directly influenced overall satisfaction towards a restaurant and customer’s revisit intention.
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Choosing between exiting or innovative solutions for bed and breakfasts

International Journal of Hospitality Management·Paid Content · 4 February 2018
Choosing between an exit and innovative solution are discussed in responding to the issues of oversupply and homogeneity facing bed and breakfast businesses in Taiwan. A grounded theory using semi-structured interviews was used to identify the form of stewardship-based exit strategy, as well as factors that determine the success of B&Bs. Face-to-face interviews with 30 B&B owners identified eight factors: personal values, thanksgiving, sense of happiness, dedication to community, family identity, provision of family-oriented and fun environment, experience of thematic B&B, and eco-tourism travelers. A competitive differentiation strategy drawing on one or many elements of these factors may be implemented, depending on the preference of B&B owners and the unique destination resources that they can integrate and reconfigure. Grounded theory helps clarify the innovative solutions with differentiation strategies that are important for sustainability of B&Bs when the market is in the saturation or decline stage of the product life cycle.

Explicating restaurant performance: The nature and foundations of sustainable service and organizational environment

International Journal of Hospitality Management·Paid Content · 6 January 2018
Sheng-Fang Chou, Jeou-Shyan Horng, Chih-Hsing Liu, Bernard Gan This study examines whether the sustainable service and organizational environment of influential restaurant industry managers predict firm performance. We introduce a multiple mediation-moderate effects of the organizational environment: encouragement, pressure, and resources. These effects predict an organization's performance, which we describe as providing an overall impression for customers and increasing the operation's profit. We examined 464 firms whose names were listed with the Ministry of Economic Affairs. These firms have creative life industry certification from the restaurant or county environmental protection bureau as environmental protection restaurants.

Psychological factors influencing customers' acceptance of smartphone diet apps when ordering food at restaurants

International Journal of Hospitality Management·Paid Content · 6 January 2018
Bendegul Okumus, Faizan Ali, Anil Bilgihan, Ahmet Bulent Ozturk This paper examines the adoption of smartphone diet apps by restaurant customers and, more specifically, the psychological factors that influence their intention to use such apps when ordering food at restaurants. Data was collected from 395 individuals and analyzed using partial least squares structural equation modeling. Results showed that customers' intention to use smartphone diet apps is predicted by expected performance of the application, anticipated effort of usage, social influence, and degree of user innovativeness. Following the Unified Theory of Acceptance and Use of Technology (UTAUT), this study proposes five determinants of mobile diet apps' usage intentions: performance expectancy, effort expectancy, social influence, facilitating conditions, and personal innovativeness.

Examining consumers' intentions to dine at luxury restaurants while traveling

International Journal of Hospitality Management·Paid Content ·22 December 2017
This study incorporates a 'food image' variable into a luxury value-attitude-behavior model. The aim is to examine Taiwanese tourists' attitudes toward luxury restaurants and purchase intentions, i.e., to dine at luxury restaurants while traveling for tourism purposes. A total of 361 participants were recruited to complete the questionnaires. The results indicated that the perceived functional value, perceived symbolic/expressive value, and perceived hedonic value may influence consumers' attitudes toward luxury restaurants, which, in turn, may affect their purchase intentions − to dine at luxury restaurants while participating in tourism activities. In addition, a destination's food image moderates the relationship between attitude and purchase intentions. The managerial implications of this research are discussed. Annie Chen, Norman Peng

Restaurant operating expenses and their effects on profitability enhancement

International Journal of Hospitality Management·Paid Content ·22 December 2017
Restaurant firms need efficient cost management strategies due to highly competitive market conditions and the weak financial structure of the restaurant industry. In this regard, the objectives of this study were to examine the operating expenses of restaurant firms and their impact on profitability enhancement by business segment and firm size. This study found that high prime costs (food costs and salary expenses) could be a major concern for full-service restaurant businesses and cause lower profitability compared with their limited-service counterparts. Improving the operational performance of full-service restaurants depends on sophisticated cost retrenchment skills, such as balancing productivity and revenues while minimizing quality detrimental. Further, firm size had an impact due to economies of scale decreasing food costs. Sung Gyun Mun, SooCheong (Shawn) Jang

Effects of tourists' local food consumption value on attitude, food destination image, and behavioral intention

International Journal of Hospitality Management·Paid Content · 5 December 2017
Ja Young (Jacey) Choe, Seongseop (Sam) Kim Despite the importance of understanding food consumption value from tourists' perspectives, few studies have explored how experiencing local food in a destination shapes tourists' consumption value. This study explores the effect of tourists' local food consumption value on their perceptions and behaviors. Tourists' cultural background is used as a moderating variable. The findings show that tourists' local food consumption value effectively explains tourists' attitudes toward local food, food destination image, and behavioral intentions. In addition, the cultural background of tourists partially moderates the relationships between the proposed constructs. This study is the first empirical application of consumption value theory to the context of tourists' local food experiences.

Identifying competitors through comparative relation mining of online reviews in the restaurant industry

International Journal of Hospitality Management·Paid Content · 5 December 2017
Song Gao, Ou Tang, Hongwei Wang, Pei Yin It is of importance for restaurants to identify their competitors to gain competitiveness. Meanwhile, opinion-rich resources like online reviews sites can be used to understand others opinion toward restaurant services. We thus propose a novel model to extract comparative relations from online reviews, and then construct three types of comparison relation networks, enabling competitiveness analysis for three tasks. The first network help restaurants analyze market structure for their positioning. The second network enables to identify top competitors using competitive index and dissimilarity index. The third network help restaurants identify strengths and weaknesses through aspects-comparison relation mining. Finally, the market environment is illustrated in a visual way according to the three types of networks.

Alcohol and other drug use in Michelin-starred kitchen brigades

International Journal of Hospitality Management·Paid Content · 5 December 2017
Charalampos Giousmpasoglou, Lorraine Brown, John Cooper This paper aims to explore chefs' experiences of the use of alcohol and other drugs (AOD) in Michelin-starred restaurants in Britain and Ireland. In total, 54 Head Chefs were interviewed in this study, which found AOD use to be part of their occupational culture. The work context plays a key role in this phenomenon in that harsh working conditions (such as heat, stress and long hours) provide fertile ground for AOD use as a means of self-medication and as a coping strategy. This study observes a normalisation of drinking to unwind. Even if this practice is detrimental to health, it is the coping mechanism used by chefs to deal with the stresses associated with the high end kitchen environment.

Optimization of menu-labeling formats to drive healthy dining: An eye tracking study

International Journal of Hospitality Management·Paid Content · 5 December 2017
Eojina Kim, Liang (Rebecca) Tang, Chase Meusel, Manjul Gupta This study examines customers' visual attention when choosing food and beverage items of a fast-food menu. Three formats on menu labeling were examined, including numeric, color-coded, and physical activity-based formats. An experimental choice paradigm combined with eye tracking technology explored customers' visual attention, preferences for format, and menu choices. The study revealed that customers increased visual attention and chose healthier selections when viewing physical activity-based labeling, and customers preferred physical activity-based formats over numeric or color-coded labeling. Overall, the physical activity-based labeling on calorie information app to be the most effective format for inducing healthy choices.

Why not eat alone? The effect of other consumers on solo dining intentions and the mechanism

International Journal of Hospitality Management·Paid Content ·15 November 2017
Publication date: March 2018 Source:International Journal of Hospitality Management, Volume 70 Author(s): EunSol Her, Soobin Seo The radical change in contemporary lifestyles and demographics has led to the sharp increase of solo consumers in the marketplace, calling for an understanding of solo consumption behaviors. This study examines the determinants of solo dining intentions with respect to the other consumers in the restaurant, and its underlying mechanism through anticipated loneliness and the anticipated negative evaluation from others. Using a scenario-based, 2 (group type of other diners: in-group vs. out-group)×2 (crowding level: high vs. low) between-subjects experimental design, online survey data were collected from 248 participants. Findings reveal that the group type of other diners (i.e., mostly solo diners vs. group diners) is a major predictor of solo dining intentions. The effect is further found to be greater by high-crowding (vs. low-crowding), and mediated by ant
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A within-restaurant analysis of changes in customer satisfaction following the introduction of service inclusive pricing or automatic service charges

International Journal of Hospitality Management·Paid Content ·11 November 2017
Many U.S. restaurants have recently adopted no-tipping policies or are considering doing so. This study examines the effects of such moves away from tipping on restaurant’s online customer ratings. The results indicate that (i) restaurants receive lower online customer ratings when they eliminate tipping, (ii) online customer ratings decline more when tipping is replaced with service-charges than when it is replaced with service-inclusive-pricing, and (iii) less expensive restaurants experience greater declines in online customer ratings when replacing tipping with either alternative than do more expensive restaurants. These findings provide a strong argument for the retention of tipping, especially among lower- and mid-tier restaurants.

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