Journal•ISSN: 0010-8804
Cornell Hotel and Restaurant Administration Quarterly
SAGE Publishing
About: Cornell Hotel and Restaurant Administration Quarterly is an academic journal. The journal publishes majorly in the area(s): Hospitality industry & Hospitality. It has an ISSN identifier of 0010-8804. Over the lifetime, 2041 publications have been published receiving 50396 citations.
Topics: Hospitality industry, Hospitality, Tourism, Service (business), Hospitality management studies
Papers published on a yearly basis
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TL;DR: For more than five years, we have been heavily engaged in attempting to understand this psychology of travel at Basico to assist multiple clients in the travel business as discussed by the authors, and this presentation leads sequentially through some of the studies we have conducted since our understanding about travel has grown over time.
Abstract: ANY APPROACH to understanding why destination or resort areas rise and fall in popularity inevitably must involve an understanding of the psychology of people who travel. For more than five years, we have been heavily engaged in attempting to understand this psychology of travel at Basico to assist multiple clients in the travel business. This presentation leads sequentially through some of the studies we have conducted since our understanding about travel has grown over time as we have explored particular areas more in depth. In 1967, we conducted our first important study
1,275 citations
TL;DR: The Dineserv questionnaire as mentioned in this paper comprises service-quality standards that fall into five categories: assurance, empathy, reliability, responsiveness, and tangibles, and provides restaurateurs with a quantified measure of what consumers expect in a restaurant.
Abstract: 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 fall into five categories: assurance, empathy, reliability, responsiveness, and tangibles. By administering the Dineserv questionnaire to guests, a restaurant operator can get a reading on how customers view the restaurant's quality, identify where problems are, and get an inkling of how to resolve them. Dineserv also provides restaurateurs with a quantified measure of what consumers expect in a restaurant. Those expectations are important, because unfulfilled expectations drive guests away.
795 citations
TL;DR: In this article, the authors argue that when asking prospective customers to buy promises, all service-oriented firms must provide metaphorical reassurances of quality and industrialize the service-delivery process.
Abstract: When you ask prospective customers to buy promises —as all service-oriented firms do - you must provide metaphorical reassurances of quality and "industrialize" theservice-delivery process
762 citations
TL;DR: In this article, the authors describe a long-term relationship in which a hotel earns its guests' trust by building a group of loyal customers, which is money in the bank for a hotel.
Abstract: Building a group of loyal customers is money in the bank for a hotel, but loyalty requires a long-term relationship in which a hotel earns its guests' trust.
739 citations
TL;DR: Employee turnover does more than reduce service quality and damage employee morale, it also hits a hotel's pocketbook as discussed by the authors, and it hits the hotel's bottom line as well.
Abstract: Employee turnover does more than reduce service quality and damage employee morale—it hits a hotel's pocketbook.
561 citations