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THE EFFECT OF INTERNET BOOKING ON THE CENTRAL FLORIDA LODGING MARKET OVER THE PAST FIVE YEARS
Title
THE EFFECT OF INTERNET BOOKING ON THE CENTRAL FLORIDA LODGING MARKET OVER THE PAST FIVE YEARS.
Creator
Smith, Scott, Rompf, Paul, University of Central Florida
Abstract / Description
This study reviews the effect of Internet bookings on the Central Florida lodging market over the past five years. As the number of lodging accommodations booked directly by the consumer over the Internet continues to increase, the ramifications brought about by this emerging distribution channel have not been fully investigated or interpreted. This study observes how Internet-enabled distribution channel bookings have trended in occupancy and average daily rate in the Central Florida lodging...
Show moreThis study reviews the effect of Internet bookings on the Central Florida lodging market over the past five years. As the number of lodging accommodations booked directly by the consumer over the Internet continues to increase, the ramifications brought about by this emerging distribution channel have not been fully investigated or interpreted. This study observes how Internet-enabled distribution channel bookings have trended in occupancy and average daily rate in the Central Florida lodging market in the past five years. Specifically the author segmented the survey respondents into the lodging product service categories of budget, moderate, upscale and luxury to analyze if there were any observable trends between the categories over the past five years. The author also segmented the respondents into the lodging geographic sub-categories of airport, downtown, suburban and resort/attractions area to determine if there were any observable trends between the sub-classifications over the past five years. Utilizing a descriptive approach, the author determined that each product service category and lodging sub-classification displayed continuous growth in Internet-enabled distribution channel bookings over the five-year period of 1999-2003. The author also observed that each product service category continuously represented a discounted Internet distribution channel rate over the five-year period of 1999-2003. This analysis suggests that lodging properties in the Central Florida market are discounting their Internet-enabled distribution channel rates in comparison to the property's overall average rate. At the same time, these properties appear to be increasing their Internet-enabled distribution channel bookings as a percentage of overall bookings.
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Date Issued
2004
Identifier
CFE0000322, ucf:46302
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0000322
Guest Satisfaction Analysis of a Casual Dining Restaurant: A comparison of tourist VS non-tourist satisfaction scores.
Title
Guest Satisfaction Analysis of a Casual Dining Restaurant: A comparison of tourist VS non-tourist satisfaction scores.
Creator
Wickey, Jessica, Murphy, Kevin, Ro, Hee Jung, Rompf, Paul, University of Central Florida
Abstract / Description
Purpose - The purpose of this study is to analyze guest/customer satisfaction surveys of a casual dining restaurant in the Orlando, Florida area; specifically, to analyze if there is a difference between satisfaction levels of tourist and non-tourist guests. The guest satisfaction surveys were analyzed on eight dimensions of satisfaction; Pace of Service, Service Overall, Server Communication (&) Accuracy, Food (Taste (&) Quality), Food Preparation, Bar (Beer, Wine, (&) Cocktail),...
Show morePurpose - The purpose of this study is to analyze guest/customer satisfaction surveys of a casual dining restaurant in the Orlando, Florida area; specifically, to analyze if there is a difference between satisfaction levels of tourist and non-tourist guests. The guest satisfaction surveys were analyzed on eight dimensions of satisfaction; Pace of Service, Service Overall, Server Communication (&) Accuracy, Food (Taste (&) Quality), Food Preparation, Bar (Beer, Wine, (&) Cocktail), Gratefulness, and Atmosphere in whole (including atmosphere and cleanliness).The eight dimensions were evaluated in the GPS (guest pulse survey) based on a Net Promoter Score, or NPS(&)#174; system, and were compared by guest type: tourist versus non-tourist. Multiple linear regression analyses results concluded that the dimensions of Pace, Service Overall, Food, Food Preparation, and Atmosphere were predicators of Overall Satisfaction for tourist respondents. Service Overall, Server Communication, and Gratefulness were predictors of Overall Satisfaction for non-tourist respondents.
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Date Issued
2013
Identifier
CFE0005072, ucf:49965
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0005072
An Exploratory Study of Customer Vulnerability: A Cross-Segment Approach
Title
An Exploratory Study of Customer Vulnerability: A Cross-Segment Approach.
Creator
Aiello, Taryn, Severt, Denver, Rompf, Paul, Breiter, Deborah, University of Central Florida
Abstract / Description
The purpose of this study is to explore the concept of customer vulnerability across varying service industries. While the concept of customer vulnerability has been debated in business, marketing, sociology, and psychology scholarly literature, there has been little research conducted that specifically investigates consumers' perceptions of vulnerability during the service exchange. Specific to this research, customer vulnerability is defined as experiences in which consumers participate in...
Show moreThe purpose of this study is to explore the concept of customer vulnerability across varying service industries. While the concept of customer vulnerability has been debated in business, marketing, sociology, and psychology scholarly literature, there has been little research conducted that specifically investigates consumers' perceptions of vulnerability during the service exchange. Specific to this research, customer vulnerability is defined as experiences in which consumers participate in a service exchange with a firm during a time of individual or shared medical, physical, emotional, or spiritual necessity, whether the vulnerability is experienced during the course of the transaction or whether consumers arrive to the firm already immersed in that state. Customer vulnerability is an important concept for research, as the exchanges between service providers and consumers during a time of vulnerability are heightened in emotion and memory. As a result, these exchanges lend themselves to be more likely to become transformative experiences, in that the provider and recipient may be left emotionally, intellectually, and spiritually changed as a result. Therefore, additional focus is needed in this area to understand transformative experiences in service as a result of exchanges between service providers and customers.The explorative study first conducts a critical literature review across disciplines regarding scales that have been used and are considered by the researcher to be important constructs of analysis when exploring vulnerable service encounters. Next, a qualitative investigation of consumer forums is conducted in the air travel, banking, and assisted living industries, which resulted in the finding that similar behavioral attributes within industry, but different behavioral attributes between industries, were needed to cater to consumers experiencing vulnerability. The study is followed by a quantitative investigation of vulnerable service experiences through an application of the identified scales combined with the results of the qualitative investigation across the same three industries. Exploratory factor analysis revealed that two industries' results loaded onto two factors; however, each industry's factors differed due to the nature of that industry. The air travel factors were entitled task humanism and task functionality. The banking factors were entitled maintenance functionality and maintenance humanism. A third factor was revealed within the assisted living facility segment entitled hospitable humanism, along with factors of personal humanism and personal functionality. The study concludes by presenting a discussion of the findings and practical implications for service industry managers, a presentation of the study limitations, and suggestions for future research.
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Date Issued
2013
Identifier
CFE0005291, ucf:50542
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0005291
International Worker Cultural Adaptation: A Qualitative Study
Title
International Worker Cultural Adaptation: A Qualitative Study.
Creator
Romero Valenzuela, Luis, Wang, Youcheng, Dickson, Duncan, Choi, Youngsoo, Rompf, Paul, University of Central Florida
Abstract / Description
International workers are a vulnerable population within the hospitality industry. Their challenges, and needs have an impact on productivity, loyalty and satisfaction of international workers towards the organizations that employ them. The social and cultural impacts of labor migration are felt in their new environment by both domestic and immigrant populations. It is important to understand international workers' acculturation process in order to provide them with tools necessary to succeed...
Show moreInternational workers are a vulnerable population within the hospitality industry. Their challenges, and needs have an impact on productivity, loyalty and satisfaction of international workers towards the organizations that employ them. The social and cultural impacts of labor migration are felt in their new environment by both domestic and immigrant populations. It is important to understand international workers' acculturation process in order to provide them with tools necessary to succeed; it is also important to create responsible practices that translate into positive migration outcomes for both domestic and foreign populations. This study collected data on the motivations, processes, challenges, and alternatives experienced by international workers when relocating to the United States. It documents the cultural adaptation process followed by international workers laboring in the hospitality industry, and based on the data collected from interviewers' responses, it creates new constructs intended to assist hospitality organizations in their operations. By providing tools to support international workers in the acculturation process, and by providing new understandings of the cultural adaptation process undertaken by international workers when relocating, it is plausible to convert a challenge and limitation into an opportunity for hospitality organizations to create value out of their international human capital.
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Date Issued
2012
Identifier
CFE0004432, ucf:49350
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004432
A Sustainability "Green" Certification Audit of Food Service Operations and the Development of a Restaurant Sustainability Instrument
Title
A Sustainability "Green" Certification Audit of Food Service Operations and the Development of a Restaurant Sustainability Instrument.
Creator
Hagglund, Hans, Tesone, Dana, Rompf, Paul, Robinson, Edward, Fjelstul, Jill, Weishampel, John, University of Central Florida
Abstract / Description
This study investigates current green restaurants certifications as well as developing a new more user friendly certification. First, a fact finding investigation to find the most established and commonly utilized green restaurant certifications. Second, a new green certification was developed. Third, chosen green restaruant certifications were compared. Last, the new green certification analyzed wether restaurants in the central Florida area utilized green practices.
Date Issued
2013
Identifier
CFE0004687, ucf:49878
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004687