Follow

Submissions from 2002

PDF

Exploring the Linkages Between Quality System, Service Quality, and Excellence: Service Providers, Lori S. Cook and Rohit Verma

PDF

A Hotel Investment is only as Good as its Local Market!, John B. Corgel

PDF

Hotel Investment: In Recovery or Incapacitated?, John B. Corgel

PDF

When Hotel Revenues Dive, What Happens to NOIs & Property Prices?, John B. Corgel

PDF

Alternative means of Operating Hotels: A Critical Look at Single Tenant Leases versus Management Contracts, Jan A. deRoos

PDF

Brands Across Borders: Determining Factors in Choosing Franchising or Management Contracts for Entering International Markets, Chekitan S. Dev, M. Krishna Erramilli, and Sanjeev Agarwal

PDF

The Best of Times, the Worst of Times: Differences in Hotel Performance Following 9/11, Cathy A. Enz and Linda Canina

PDF

GMs’ Responses to the Events of September 11, 2001, Cathy A. Enz and Masako S. Taylor

PDF

The Safety and Security of U.S. Hotels: A Post-September-11 Report, Cathy A. Enz and Masako S. Taylor

PDF

Measuring and Managing the Satisfaction-Loyalty-Performance Links at Volvo, Anders Gustafsson and Michael D. Johnson

PDF

Capturing Customer Heterogeneity using a Finite Mixture PLS Approach, Carsten Hahn, Michael D. Johnson, Andreas Herrmann, and Frank Huber

PDF

Research Opportunities in Service Process Design, Arthur V. Hill, David A. Collier, Craig M. Froehle, John C. Goodale, Richard D. Metters, and Rohit Verma

PDF

SchedulExpert: Scheduling Courses in the Cornell University School of Hotel Administration, Timothy R. Hinkin and Gary Thompson

PDF

Brand Extension and Customer Loyalty Evidence from the Lodging Industry, Weizhong Jiang, Chekitan S. Dev, and Vithala R. Rao

PDF

Comparing Customer Satisfaction across Industries and Countries, Michael D. Johnson, Andreas Herrmann, and Anders Gustafsson

PDF

Regime Shifts in Asian Equity and Real Estate Markets, Jarl G. Kallberg, Crocker H. Liu, and Paolo Pasquariello

PDF

A Retrospective Commentary on “Discounting in the Hotel Industry: A New Approach”, Sheryl E. Kimes

PDF

Golf Course Revenue Management: A Study Of Tee Time Intervals, Sheryl E. Kimes and Lee W. Schruben

PDF

Perceived Fairness of Demand-based Pricing for Restaurants, Sheryl E. Kimes and Jochen Wirtz

PDF

How Long Should Dinner Take? Measuring Expected Meal Duration for Restaurant Revenue Management, Sheryl E. Kimes, Jochen Wirtz, and Breffni M. Noone

PDF

Turnover’s Relationships with Sales, Tips and Service across Restaurants in a Chain, Michael Lynn

PDF

The Use of the Concept “Entitlement” in Management Literature: A Historical Review, Synthesis, and Discussion of Compensation Policy Implications, Stefanie E. Naumann, Barbara D. Minsky, and Michael C. Sturman

PDF

Capacity- and Demand-Management Decisions at a Ski Resort, Madeleine E. Pullman and Gary Thompson

PDF

Arbitration of Employment-Discrimination Lawsuits: Legalities, Practicalities, and Realities, David Sherwyn

PDF

Job Sharing: A Potential Tool for Hotel Managers, David Sherwyn and Michael C. Sturman

PDF

Behavioral Integrity: The Perceived Alignment Between Managers’ Words and Deeds as a Research Focus, Tony L. Simons

PDF

The Effects of Salesperson Compensation on Perceptions of Salesperson Honesty, Robert D. Straughan and Michael Lynn

PDF

Sweetening the Till: The Use of Candy to Increase Restaurant Tipping, David B. Strohmetz, Bruce Rind, Reed Fisher, and Michael Lynn

PDF

From Here to There: CQ’s Review and Publication Practices, Michael C. Sturman

PDF

Taking the Reins – with Pleasure, Michael C. Sturman

PDF

The Hospitality Industry One Year Since September 11, 2001: An Introduction to This Special-focus Issue, Michael C. Sturman

PDF

How to Compare Apples to Oranges: Balancing Internal Candidates’ Job-performance Data with External Candidates’ Selection-test Results, Michael C. Sturman, Robin A. Cheramie, and Luke Hendrik Cashen

PDF

I Told You So! Restaurant Customers’ Word-of-Mouth Communication Patterns, Alex M. Susskind

PDF

Improving Conferences through Session Scheduling, Gary Thompson

PDF

Optimizing A Restaurants Seating Capacity: Use Dedicated Or Combinable Tables?, Gary Thompson

PDF

The Strategic and Operational Roles of Human Resources: An Emerging Model, J. Bruce Tracey and Arthur E. Nathan

PDF

An Empirical Investigation of the Relationships among Climate, Capabilities, and Unit Performance, J. Bruce Tracey and Michael J. Tews

PDF

New Issues and Opportunities in Service Design Research, Rohit Verma, James Fitzsimmons, Janelle Heineke, and Richard D. Metters

PDF

Understanding Customer Choices: A Key to Successful Management of Hospitality Services, Rohit Verma, Gerhard Plaschka, and Jordan J. Louviere

PDF

A Service Conundrum: Can Outstanding Service Be Too Good?, Kate Walsh

PDF

Service-delivery Strategies: Three Approaches to Consulting for Hospitality, Kate Walsh

Submissions from 2001

PDF

Good News for Buyers and Sellers: Acquisitions in the Lodging Industry, Linda Canina

PDF

Agglomeration Effects and Performance: A Test of the Texas Lodging Industry, Wilbur Chung and Arturs Kalnins

PDF

A Different Kind of Pain & Gain for Hotel Investors during This Cycle, John B. Corgel

PDF

What Keeps You Up at Night? Key Issues of Concern for Lodging Managers, Cathy A. Enz

PDF

Hotel-industry Averages: An Inaccurate Tool for Measuring Performance, Cathy A. Enz, Linda Canina, and Kate Walsh

PDF

China and the World Financial Markets 1870-1930: Modern Lessons From Historical Globalization, William N. Goetzmann, Andrey D. Ukhov, and Ning Zhu

PDF

Technology, Customization, and Reliability, Michael D. Johnson and John E. Ettlie

PDF

The Evolution and Future of National Customer Satisfaction Index Models, Michael D. Johnson, Anders Gustafsson, Tor Wallin Andreassen, Line Lervik, and Jaesung Cha

PDF

How Product Quality Drives Profitability: The Experience at Holiday Inn, Sheryl E. Kimes

PDF

Function-space Revenue Management: A Case Study from Singapore, Sheryl E. Kimes and Kelly A. McGuire

PDF

Preserving Your Revenue-management System as a Trade Secret, Sheryl E. Kimes and Paul E. Wagner

PDF

Restaurant Tipping and Service Quality: A Tenuous Relationship, Michael Lynn

PDF

Tipping and Service: The Case of Hotel Bellmen, Michael Lynn and Robert Gregor

PDF

The Impact of Quality Practices on Customer Satisfaction and Business Results: Product versus Service Organizations, Lars Nilsson, Michael D. Johnson, and Anders Gustafsson

PDF

Service Design and Operations Strategy Formulation in Multicultural Markets, Madeline E. Pullman, Rohit Verma, and John C. Goodale

PDF

The Perversity of Sexual-harassment Law: Effects of Recent Court Rulings, David Sherwyn, Michael C. Sturman, Zev J. Eigen, Michael Heise, and Jenn Walwyn

PDF

Mandatory Arbitration of Employment Disputes: Implications for Policy and Practice, David Sherwyn and J. Bruce Tracey

PDF

The Effect of Employee Turnover on Hotel Profits: A Test Across Multiple Hotels, Tony L. Simons and Timothy R. Hinkin

PDF

The Compensation Conundrum: Does the Hospitality Industry Shortchange its Employees – and Itself?, Michael C. Sturman

PDF

The Implications of Linking the Dynamic Performance and Turnover Literatures, Michael C. Sturman and Charlie O. Trevor

PDF

The Influence of Individual Characteristics and the Work Environment on Varying Levels of Training Outcomes, J. Bruce Tracey, Timothy R. Hinkin, Scott Tannenbaum, and John E. Mathieu

PDF

Service Marketing, Rohit Verma

PDF

Effective Design of Products/Services: An Approach Based on Integration of Marketing and Operations Management Decisions, Rohit Verma., Gary Thompson, William L. Moore, and Jordan J. Louviere

PDF

The Role of Relational Expertise in Professional Service Delivery, Kate Walsh

PDF

Forecasting for Hotel Revenue Management: Testing Aggregation Against Disaggregation, Lawrence R. Weatherford, Sheryl E. Kimes, and Darren A. Scott

PDF

Identifying Uniform Employment-Termination Practices for Multinational Employers, James J. Zueh and David Sherwyn

Submissions from 2000

PDF

An Empirical Analysis of Continuing Improvements Following the Implementation of a Performance-Based Compensation Plan, Rajiv D. Banker, Seok-Young Lee, Gordon S. Potter, and Dhinu Srinivasan

PDF

Dynamics and Dilemmas of Women Leading Women, Jean M. Bartunek, Kate Walsh, and Catherine A. Lacey

PDF

Multiple Raters in Survey-Based Operations Management Research: A Review and Tutorial, Kenneth K. Boyer and Rohit Verma

PDF

Marketing Challenges for the Next Decade, Chekitan Dev and Michael D. Olsen

PDF

Managing Marketing Relationships: Making Sure Everyone Plays on the Team, Chekitan S. Dev, James R. Brown, and Dong-Jin Lee

PDF

Managing for Excellence: Conclusions and Challenges from a Study of Best Practices in the U.S Lodging Industry, Laurette Dubé, Cathy A. Enz, Leo M. Renaghan, and Judy A. Siguaw

PDF

The Effects of Satisfaction and Loyalty on Profits and Growth: Products Versus Services, Bo Edvardsson, Michael D. Johnson, Anders Gustafsson, and Tore Strandvik

PDF

Strategic Social Partnerships for Change: A Framework for Building Sustainable Growth in Developing Countries, Cathy A. Enz, Crist Inman, and Melanie J. Lankau

PDF

Best Practices in Human Resources, Cathy A. Enz and Judy A. Siguaw

PDF

Best Practices in Service Quality, Cathy A. Enz and Judy A. Siguaw

PDF

The Cost of Turnover: Putting a Price on the Learning Curve, Timothy R. Hinkin and J. Bruce Tracey

PDF

The Value Added from Investment Managers: An Examination of Funds of REITs, Jarl G. Kallberg, Crocker H. Liu, and Charles Trzcinka

PDF

Ethnic Links, Locations Choice and Performance: A Test of the Rural Motel Industry, Arturs Kalnins and Wilbur Chung

PDF

Revenue Management on the Links: Applying Yield Management to the Golf-course Industry, Sheryl E. Kimes

PDF

I’ll Have What She’s Having: Gauging the Impact of Product Placements on Viewers, Sharmistha Law and Kathryn A. Braun

PDF

National Character and Tipping Customs: The Needs for Achievement, Affiliation and Power as Predictors of the Prevalence of Tipping, Michael Lynn

PDF

National Personality and Tipping Customs, Michael Lynn

PDF

The Relationship between Tipping and Service Quality: A Comment on Bodvarsson and Gibson’s Article, Michael Lynn

PDF

Gratitude and Gratuity: A Meta-analysis of Research on the Service-tipping Relationship, Michael Lynn and Michael McCall

PDF

Predictors of Male and Female Servers’ Average Tip Earnings, Michael Lynn and Tony Simons

PDF

How Wired Are We? The Selection and Use of New Technology in U.S. Hotels, Karthik Namasivayam, Cathy A. Enz, and Judy A. Siguaw

PDF

Managing Hotel Brand Equity: A Customer-Centric Framework for Assessing Performance, Keshav Prasad and Chekitan S. Dev

PDF

Service Capacity Design With an Integrated Market Utility-Based Method, Madeleine E. Pullman, John C. Goodale, and Rohit Verma

PDF

Interpreting the ADA and Civil Rights Law: Five Supreme Court Rulings, David Sherwyn, Zev J. Eigen, and Adam A. Klausner

PDF

Same-Sex Sexual Harassment: How the "Equal Opportunity Harasser" Became a Legitimate Defense, David Sherwyn, Ezekiel A. Kaufman, and Adam A. Klausner

PDF

Adoption of Information Technology in U.S. Hotels: Strategically Driven Objectives, Judy A. Siguaw, Cathy A. Enz, and Karthik Namasivayam

PDF

Task Conflict and Relationship Conflict in Top Management Teams: The Pivotal Role of Intragroup Trust, Tony L. Simons and Randall S. Peterson

PDF

Implications of Utility Analysis Adjustments for Estimates of Human Resource Intervention Value, Michael C. Sturman

PDF

Utility Analysis for Multiple Selection Devices and Multiple Outcomes, Michael C. Sturman

PDF

Lump-Sum Bonus Satisfaction: Testing the Construct Validity of a New Pay Satisfaction Dimension, Michael C. Sturman and Jeremy C. Short

PDF

How Restaurant Features Affect Check Averages: A Study of the Toronto Restaurant Market, Alex M. Susskind and Edwin K. Chan

PDF

An Empirical Analysis of Management Challenges in Service Factories, Service Shops, Mass Services and Professional Services, Rohit Verma

PDF

Service Classification and Management Challenges, Rohit Verma and Kenneth K. Boyer