Cover & Table of Contents - Handbook of Hospitality Marketing Management

Handbook of HospitalityMarketing Management

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Handbook ofHospitalityMarketing

Management

Editor:

Haemoon Oh

Editor in Chief:

Abraham Pizam

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Contents

Preface vii

List of Contributors xi

Part One Hospitality Marketing Concepts 1

1 Marketing hospitality and tourism experiences 3Conrad Lashley

2 Socially responsible hospitality and tourism marketing 32Azilah Kasim

3 Hospitality marketing mix and service marketing principles 59David Bojanic

Part Two Hospitality Marketing Functionsand Strategies 85

4 Branding, brand equity, and brand extensions 87Woody G. Kim

5 Relationship and loyalty marketing 119Stowe Shoemaker and Camille Kapoor

6 Advertising, public relations and crisis management 153Kathryn LaTour

7 Distribution channels and e-commerce 186Peter O’Connor

8 Service quality and business performance 209Dia Zeglat, Yuksel Ekinci and Andrew Lockwood

Part Three Hospitality Consumer Behavior 237

9 Motivations, attitudes, and beliefs 239Alan D. Bright

10 Travelers’ information search behavior 266Dogan Gursoy and Christina G. Chi

v • • •

Contents

11 Customer satisfaction, service failure, and service recovery 296Anna S. Mattila and Heejung Ro

12 Experiential consumption: Affect – emotions – hedonism 324Karl Titz

13 Psychology of pricing: A review and suggestions 353H. G. Parsa and David Njite

Part Four Destination Marketing 381

14 Destination branding and marketing: The role ofmarketing organizations 383Chris Ryan and Huimin Gu

15 Push–pull dynamics in travel decisions 412Muzaffer Uysal, Xiangping Li and Ercan Sirakaya-Turk

16 Group decision making 440Alain Decrop

Part Five Special Topics 471

17 Internal marketing 473Michael Davidson

18 Strategic alliances 501Karin Weber and Prakash K. Chathoth

19 Research on the casino industry 524Kathryn Hashimoto

Index 548

• • • vi

Preface

You are opening a book that hosts a collection of critical research topicsin hospitality marketing. More than 20 prominent researchers andauthors have worked diligently for the past 15 months or so to bringthis much needed volume to life. Included in this volume are the top-ics that should appeal not only to hospitality researchers and studentsbut also to sophisticated industry practitioners and managers. Thesetopics are quintessential to understanding the mainstream issues thathave been driving a broad agenda of hospitality marketing research.A collection of topics like this is an unprecedented scholarly endeavorin that it covers a number of topics not regularly found in standardmarketing texts, each topic is treated in depth in both knowledge andpedagogical history, and each chapter can serve as a reservoir of essen-tial knowledge and references on the respective topic for researchersand practitioners.This handbook was initiated to fill the void that we had few compi-

lations of hospitality marketing research topics to serve as a forum foradvanced discussions and applications. Higher education in hospital-ity, especially marketing, is gradually facing a maturity stage, in quan-tity, of its developmental progress. Along with the increasing numberof graduate programs and students worldwide, we have also witnessedan escalating importance of bricks-and-mortar as well as innovativetools to support and raise the quality of our advanced education inhospitality marketing. Industry too is demanding hospitality graduateswith a unique and stronger set of marketing skills to engineer the nextround of growth and managerial evolution. This handbook has takena small initial stride to address such academic and industrial needs,though it is hoped to seed much more refined efforts in the future.A variety of readers will find this handbook useful. First, each

chapter of the handbook will provide graduate and advanced under-graduate students with either a good starting point for or a synopsisof reading on the specific hospitality marketing topic, as it covers key

vii • • •

Preface

issues of and references on the topic. Thus, the handbook may serveas an excellent basic reading packet introducing new graduate andadvanced undergraduate students to a number of important topics inhospitality marketing research. It is also intended as a solid provisionof knowledge summarizing countless investigations into mainstreamhospitality marketing issues and practices and, hence, may well servethe interests of advanced graduate students too as easy research notes.Second, hospitality marketing researchers and instructors will find thishandbook useful in that it provides a viable collection of reading mate-rials bound in a single volume. Researchers may obtain a quick reviewof critical issues for each topical area and build their reading list basedon the references provided in each chapter of the handbook. Instructorsof graduate hospitality marketing courses may adopt this handbook asa basic text for topical readings and discussions in their courses, andmay develop and assign additional readings for each chapter’s topic.Finally, the handbook will appeal to many sophisticated practitionersand managers, because it will provide them with necessary concep-tual background and practical guidelines for applying topical researchresults to industry’s daily operations. To this end, each chapter con-tains either a separate section or part of discussions pointing to waysto apply the ideas presented in the chapter to hospitality operations.The handbook consists of nineteen chapters that are grouped into

five sectional parts based on the chapter’s discussion focus. It shouldbe noted, though, that such a grouping of the chapters does not carrysubstantive scientific meanings because it was done rather for theconvenience of structuring the handbook as originally conceived. Inthe first part, three chapters examine fundamental issues of hospital-ity marketing such as the philosophical and historical meanings ofthe concept hospitality, social responsibilities of hospitality marketing,and basic hospitality marketing principles. The second part featuresfive chapters on essentials of the hospitality marketing mix includingbranding and brand equity, relationship/loyalty marketing, advertis-ing and public relations, distribution channels and e-commerce, andservice quality and business performance. The five chapters of thenext part focus on selected hospitality consumer behavior topics per-taining to attitudes and motivations in travel decisions, the traveler’sinformation search behavior, customer satisfaction and service recov-ery, hedonic and experiential consumption behaviors, and psycholog-ical and behavioral pricing. Three chapters of destination marketingissues appear in the fourth part and they discuss roles of destinationmarketing organizations, push and pull dynamics in travel decisions,and group decision-making in travel. In the fifth and final part, thehandbook includes three chapters on special topics addressing internalmarketing, strategic alliances, and casino marketing research.Another feature of this handbook is that in general each chapter is

framed to cover the contents in a similar manner so that readers can

• • • viii

Preface

obtain a balanced set of reviews and discussions on the topics, across allchapters. All contributing authors were urged to include at least threeaspects in their chapter, and the editorial review process attemptedto assure each chapter’s inclusion of such suggested contents. As aresult, first, each chapter includes both conceptual and methodologicalreviews of the chapter topic, chronologically where applicable, therebyproviding readers with necessary background information. These criti-cal reviews often resulted in summarizing the mainstream research fociand presenting more widely adopted conceptual models. Second, theauthors illustrate how the key concepts and theories could be appliedto hospitality operations, with appropriate case examples whereveravailable. Such illustrations are intended mainly for industry and prac-titioners, and have often led the authors to pinpointing potential prob-lems and to evoking precautions for future applications. Toward theend of each chapter, readers will also find directions for future researchon the topic. In this section, the authors have typically attempted toprioritize pending research issues on the topic in order to help read-ers understand what should be done in the future. Consequently, thisreview-application-future frame of information is expected to serve thevarying interests of readers.This handbook could see the light, thanks to the inspiration and

passion of many colleagues. First of all, I am grateful to Dr. AbrahamPizam at University of Central Florida for his initiation of this hand-book series and for his willingness to entrust me with this particularvolume. As the master editor, he has envisioned the potential contri-bution of this handbook to our discipline, and he did not, of course,need to convince me hard about that. He provided critical check pointsthroughout the handbook editing and, without his guidance and pres-ence whenever I needed, I could hardly think of moving forward. Onbehalf of all readers of this handbook, I also cannot thank enoughthe chapter authors for their scholarly contribution to the birth of thishandbook. Through their inspiring chapters, they share their knowl-edge, experience, vision, and passion for what we were doing andwhat we could do together for our discipline through this volume.They were patient with my often critical, excessive editorial demands,and it was an honor for me to work with them who truly cared abouthow we could do things better. My special thanks go to the formergraduate students of my hospitality marketing seminar course at IowaState University who provided me with numerous valuable inputs forthe design of the course whose basic format enthused me to frame thishandbook. One of my graduate assistants, Seung Lee, helped me checkfor details in the chapter manuscripts; I thank her. I thank Elsevierand its staff involved in this project and Iowa State University fortheir direct and indirect support for my engagement in this handbook.Finally, thank you reader, for your interest in hospitality marketingresearch and this handbook.

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Preface

I hope readers will find this handbook useful and consider it aground-breaking effort that bears many more refined volumes in yearsto come. This handbook is far from perfect and calls for invigoratedattempts to move hospitality marketing research forward. It will doits small due contribution if it sparks more debates among the readerson related issues. It will also do its small due contribution if it causesthe readers to come forward with better ideas. But, for now, I proudlypresent this volume to all readers on behalf of the chapter authors.Enjoy the reading and let me hear from you.

July 22, 2007Haemoon Oh

• • • x

List of Contributors

David C. Bojanic is the Anheuser–Busch Professor of Tourism in theDepartment of Marketing at the University of Texas at San Antonio.He is the co-author of two books in hospitality and tourism marketing:Hospitality Marketing Management and Hospitality Sales: Selling Smarter.In addition, he has published many articles in hospitality and tourismjournals such as the International Journal of Hospitality Management,Journal of Hospitality and Tourism Research, Cornell Hotel and RestaurantAdministration Quarterly, Journal of Travel Research, andAnnals of TourismResearch. He serves on the editorial review board for four hospital-ity and tourism academic journals, and he has served as a consultantand member of the board of directors for hospitality, tourism, andnon-profit organizations.Department of MarketingCollege of BusinessUniversity of Texas at San AntonioOne UTSA CircleSan Antonio, TX 78249-0631210-458-3113Email: [email protected]

Kathryn A. Braun-LaTour is an Assistant Professor of hospitalitymarketing at the William F. Harrah College of Hotel Administrationat the University of Nevada, Las Vegas. Kathryn received her Ph.D.in Marketing from the University of Iowa in 1997. From 1998 to 2001,she served as a visiting scholar in the Mind of the Market Lab at theHarvard Business School where she worked on applications of cogni-tive neurosciences to marketing. Her research focus has been on thecomplexity of human memory, and she is especially known for herresearch on the reconstructive nature of recall which has been pub-lished in the prestigious Journal of Consumer Research. Braun-LaTour

xi • • •


has also worked on and developed research methods that ‘dig deeper’into the customer psyche.Email: [email protected].

Alan Bright is an Associate Professor in the Department of HumanDimensions of Natural Resources at Colorado State University in FortCollins, Colorado. He earned an MBA from the University of Illinoisin 1988 and Ph.D. in Recreation Resource Management from ColoradoState University in 1993. He teaches in the Natural Resources TourismConcentration and his research interests focus on social psychologicalaspects of attitudes and behavior related to tourism, outdoor recreation,and natural resource management.235 Forestry BuildingDepartment of Human Dimensions of Natural ResourcesColorado State UniversityFort Collins, CO 80523-1480Tel: 970-491-5487Fax: 970-491-2255Email: [email protected].

Prakash Chathoth is an Assistant Professor in the School of Hotel andTourism Management at the Hong Kong Polytechnic University. Hestarted his career as a Management Trainee and has over 16 years ofcombined academic and industry experience. He worked in variousmanagement positions for luxury hotels before pursuing an academiccareer. Prior to moving to Hong Kong, he served as an Assistant Pro-fessor in the Department of Hospitality Management in the Collegeof Business at San Francisco State University. Prakash has publishedpapers in top-tiered hospitality journals and has made presentationsat both global business and hospitality conferences. Prakash receivedhis Ph.D. in 2002 from Virginia Tech, Virginia, USA, specializing inStrategic Management and Corporate Finance Applied to the Hospi-tality Industry. His Master’s degree is from Institute de ManagementHotelier International (IMHI), France.Hung Hom, KowloonHong Kong, SAR, ChinaTel: (852) 2766 4613Fax: (852) 2362 9362Email: [email protected].

Christina Geng-qing Chi is an Assistant Professor at the School ofHospitality Business Management at the Washington State University,Pullman, Washington. She received her M.S. and Ph.D. degrees fromthe School of Hotel and Restaurant Administration at the OklahomaState University, Stillwater, Oklahoma, and her B.A. degree from theGuang-dong University of Foreign Studies, Guangzhou, China. She

• • • xii


teaches courses related to lodging operations, hospitality accounting,and human resources management. Her areas of research encompasshospitality and tourism marketing, tourist behavior, destination image,service quality management, and human resources management. Herresearch has been published in refereed journals such as TourismManagement, International Journal of Hospitality and Tourism Adminis-tration, and Journal of Human Resources in Hospitality and Tourism.Her research has also been presented at numerous international hos-pitality and tourism conferences.Washington State UniversityCollege of BusinessSchool of Hospitality Business Management481 Todd HallPO Box 644742Pullman, WA 99164-4742Phone: (509) 335-7661Fax: (509) 335-3857Email: [email protected]

Michael Davidson is currently a Professor and Head of GriffithUniversity’s Department of Tourism, Leisure, Hotel and Sport Man-agement in Australia and was previously Director of the KabacoffSchool of Hotel, Restaurant, and Tourism Administration, Universityof New Orleans. He was also the Foundation Head of Griffith’s Schoolof Tourism and Hotel Management. His research interests relate to theimpact of organizational culture and climate on service quality, opera-tional and marketing performance, employee motivation and turnoverin the hospitality industry. He started his career in hotels and becamea general manager of a five star hotel in the Southern England. He hasundertaken many research and consultancy projects, published widely,and serves on journal editorial boards and is a reviewer for a numberof journals.Head of DepartmentGriffith Business SchoolGriffith UniversityAustrailiaEmail: [email protected].

Alain Decrop is Head of the Department of Business Administration atthe University of Namur, a visiting professor at the Catholic Universityof Louvain, Belgium, and a member of CeRCLe (Center for Researchon Consumption and Leisure). He holds Master’s degrees in historyand economics and a Ph.D. in Business Administration. His majorresearch interests include consumer decision-making and behavior,qualitative interpretive methods, and tourism marketing. His workshave been published in journals such as Annals of Tourism Research,

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Tourism Management, the Journal of Travel and Tourism Marketing andTourism Analysis, as well as in many books.Rempart de la Vierge, 8, B-5000, Namur, BelgiumEmail: [email protected].

Yuksel Ekinci is a Senior Lecturer in Hospitality Management at theUniversity of Surrey. His research interests include service quality,customer satisfaction and services branding. He has published articlesin the European Journal of Marketing, Journal of Business Research, Journalof Travel Research, International Journal of Hospitality Management, andmany other hospitality journals. Yuksel is an active researcher andeditorial board member of Surrey Quarterly, Journal of Travel Research,Journal of Retailing and Consumer Services, and Tourism Analysis.Reader in MarketingOxford Brookes UniversityWheatley, OX33 1HX,United KingdomPhone: 44(0) 1865 485858Email: [email protected]

Huimin Gu is Deputy Dean of the School of TourismManagement andVice President of the Beijing Hospitality Institute, Beijing InternationalStudies University. She has published in several leading Chinese andEnglish language journals and acted in an advisory capacity for theChina Tourist Hotel Association, the China National Tourism Admin-istration, and various provincial government administrations in Chinaand the Education Ministry. She has held a visiting position at theConrad Hilton College, University of Houston, Texas.No. 1 Dingfuzhuang NanliChaoyang DistrictBeijing 100024ChinaEmail: [email protected].

Dogan Gursoy is an Associate Professor at Washington State Univer-sity in the School of Hospitality Business Management. He teachescourses related to hospitality and tourism marketing and management.His area of research includes tourist behavior, travelers’ informa-tion search behavior, community attitudes toward tourism develop-ment, mega events, cross-cultural studies, and consumer behavior andinvolvement. His research has been published broadly in refereed jour-nals such as Annals of Tourism Research, International Journal of Hospi-tality Management, and Journal of Hospitality and Tourism Research, etc.His research has been presented at numerous international conferencesand has received several best-paper awards. He serves as the editorof Journal of Hospitality Marketing and Management and serves on the

• • • xiv


editorial board of several journals including Annals of Tourism Research,Journal of Travel Research, and Journal of Travel & Tourism Marketing.Washington State UniversityCollege of BusinessSchool of Hospitality Business Management479 Todd HallPO Box 644742Pullman, WA 99164-4742Phone: (509) 335-7945Fax: (509) 335-3857Email: [email protected].

Kathryn Hashimoto spent over 10 years in resort management beforemoving to university teaching in marketing and hospitality. Duringthis time, Kathryn has published 3 books, written over 25 articles, andpresented numerous times on casino management. Kathryn testifiedbefore the Public Gaming Sector Commission and the Rhode IslandFinance Committee on the impact of casinos and was a column writerfor Casino Enterprise Management. One of her proudest achievementswas to work with the only aboriginal university in the world, FirstNations University of Canada, to create their first program in hospi-tality and gaming. Currently, Kathryn has a new casino managementtextbook out and is working on a Casino Certificate series of five books,which is expected to be available by the end of 2008.East Carolina UniversityDepartment of Hospitality ManagementRW-308 Rivers BuildingGreenville, NC 27858 USAEmail: [email protected].

Azilah Kasim is an Associate Professor of tourism at the Univer-siti Utara Malaysia, Malaysia. She is Deputy Dean of Research andPostgraduate Studies on the Faculty of Tourism and HospitalityManagement. She has been on the editorial board of theMalaysian Man-agement Journal since 2004 and is an active reviewer of manuscripts fora number of international journals including Annals of Tourism Research,ASEAN Tourism Journal, and Anatolia: An International Journal of Tourismand Hospitality Research. Azilah has researched and published a num-ber of journal articles in the area of business social responsibility andtourism marketing. She has also written a number of books on recre-ation management. Besides research and writing, she also participatesactively in training and consultation projects.Associate Professor,Faculty of Tourism, Hospitality and Environment Universiti UtaraMalaysia 06010 Sintok Kedah Darulaman MALAYSIA.Tel: 604 928 5984

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Fax: 604 928 5975Email: [email protected].

Camille Kapoor completed her Master of Science degree in HospitalityManagement in the Conrad N. Hilton College of Hotel & RestaurantManagement at the University of Houston in May 2006. Her academicfocus was on marketing, particularly in the areas of consumer behav-ior, loyalty, and restaurants. Her thesis, Understanding the Antecedentsand Consequences of Customer Loyalty in Restaurants, examined the keydrivers behind customer loyalty in restaurants. She currently works asa Consultant for PKF Consulting, engaging in Financial and MarketStudies and Valuations involving hotels and other hospitality products.1010 Lamar, Suite 400Houston, Texas 77002Email: [email protected].

Woody G. Kim is an Associate Professor and Director of Interna-tional Center for Hospitality Research & Development in the DedmanSchool of Hospitality at Florida State University. He holds a PhD fromPurdue University, an MBA from University of Houston, and a MSfrom University of Massachusetts. His research and teaching interestsinclude revenue management, pricing, brand management, customerrelationship marketing, hotel feasibility study, and hospitality financialmanagement. He has published more than 50 peer-reviewed articles inthe following journals: International Journal of Hospitality Management,Journal of Hospitality and Tourism Research, Cornell Hotel and RestaurantAdministration Quarterly, Tourism Management, Journal of Consumer Mar-keting, Journal of Travel & Tourism Marketing, and Tourism Economics.He has also presented papers in more than 60 national and interna-tional conferences. He is a recipient of the 2004 Journal of Hospitality &Tourism Research Best Article of the Year award from Sage Publicationand the best paper award at the 2004 Hospitality Information Tech-nology Association (HITA) Conference. He serves on journal editorialboards and is a reviewer for a number of journals.288 Champions Way, UCB 4116P.O. Box 3062541Tallahassee, FL 32306Tel: (850) 644-8242Fax: (850) 644-5565E-mail: [email protected].

Conrad Lashley is Professor and Director of the Centre for LeisureRetailing at Nottingham Trent University. He has researched and writ-ten extensively about hospitality studies informed by an array of socialscience perspectives. His work claims that traditional understandingof hospitality can better inform management practice in contemporary

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commercial bars, cafés, hotels, and restaurants. He is co-editor of InSearch of Hospitality: Theoretical Perspectives and Debates, and Hospitality:A Social Lens. He is editor of the Butterworth-Heinemann’s Hospitality,Leisure and Tourism series of texts as well as co-editor of the EventsManagement series. He has personally authored a number of bookson hospitality and services management including Empowerment: HRStrategies for Service Excellence; Hospitality Retail Management: A UnitMangers Guide; Business Development for Licensed Retailing; and Organi-sation Behaviour for Service Sector Organisations.Centre for Leisure RetailingNottingham Trent UniversityBurton StreetNottinghamNG1 4BUUnited Kingdom0044 115 9233855E-mail: [email protected]

Xiangping Li is a Ph.D. candidate in the Department of Hospitalityand Tourism Management at Virginia Polytechnic Institute & StateUniversity. Her specialization is in the area of tourism developmentand marketing.Blacksburg, VA 24061 USAPhone: (540) 257 3357Email: [email protected]

Andrew Lockwood is the Forte Professor of hospitality management,Associate Dean of Learning and Teaching for the Faculty of Manage-ment and Law, and Head of the Division of Hospitality and TourismManagement at the University of Surrey, where he teaches undergradu-ate and postgraduate courses in international hospitality management,operations management, and operations analysis. He has developedand taught short courses for the hospitality industry in the UnitedKingdom, Bali, Bulgaria, Crete, Cyprus, Ireland, and Mauritius. Hehas written or edited ten books and well over 100 articles, chapters,and conference papers on the management of hospitality operations.His longstanding research interests lie in the fields of service qual-ity management, hospitality education, and managerial activity in thehospitality industry.Guildford, GU2 7XHEmail: [email protected]

Anna S. Mattila is an Associate Professor at Pennsylvania StateUniversity. She holds a Ph.D. from Cornell University, an MBA fromUniversity of Hartford, and a B.S. fromCornell University. Her researchinterests focus on consumer responses to service encounters and

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cross-cultural issues in services marketing. Her work has appeared inthe Journal of the Academy of Marketing Science, Journal of Retailing, Journalof Service Research, Journal of Consumer Psychology, Psychology & Market-ing, Journal of Services Marketing, International Journal of Service IndustryManagement, Cornell Hotel & Restaurant Administration Quarterly, Jour-nal of Travel Research, International Journal of Hospitality Management,and in Journal of Hospitality & Tourism Research. She is a recipient ofJohn Wiley & Sons Lifetime Research Award and The University ofDelaware Michael D. Olsen Research Achievement Award. Web-link:www.personal.psu.edu/faculty/a/s/asm6201 Mateer BuildingUniversity Park, PA 16802-1307Tel: (814) 863-5757Fax: (814) 863-4257Email: [email protected].

David Njite is an Assistant Professor in the School of Hotel and Rest-aurant Administration, Oklahoma State University. He is a graduate ofThe University of Strathclyde, UK and The Ohio State University. Hehas published articles applying consumer psychology to diverse areasof hospitality management including pricing, restaurant operations,and consumer behaviour on the Internet. His work has appeared inthe Journal of Hospitality & Tourism Research, Cornell Hotel and RestaurantAdministration Quarterly, and Journal of Services Research. He is a twicerecipient of the best-paper awards at the I-CHRIE conferences, a finalistfor the Cornell HRA Quarterly Article-of-the-Year award, and a recip-ient of the Bradford Wiley Best Research Paper Award (2006). Hisresearch interests include pricing in hospitality, branding and brandmanagement, and consumer behavior.Oklahoma State UniversitySchool of Hotel and Restaurant Administration 201C HESW Stillwater,OK USA 74078Ph: 405-744-7675Fax: 405-744-6299Email: [email protected]

Peter O’Connor is Professor of information systems at Essec BusinessSchool France, where he also serves as Academic Director of Insti-tute de Management Hotelier International (IMHI), Europe’s leadingMBA program in international hospitality management. His research,teaching, and consulting interests focus on distribution, e-commerce,and electronic marketing in hospitality and tourism. He has authoredtwo leading textbooks – Using Computers in Hospitality (Cassell, UK –now in its third edition) and Electronic Information Distribution in Hos-pitality and Tourism Industries (CABI, UK) as well as countless articlesin both the academic and trade press. He is widely sought after to

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conduct seminars on technology management, distribution, and elec-tronic marketing by both international hospitality companies andindustry associations.E-mail: [email protected]

H.G. Parsa is an Associate Professor in hospitality management at theOhio State University. He is the Honorable Editor-in-Chief of Journalof Foodservice Business Research and recipient of a Fulbright VisitingScholar Fellowship. He has published and presented over 100 researchpapers in business and hospitality journals. He serves on the editorialboards of seven academic journals. His research has appeared in jour-nals such as the Cornell Hotel and Restaurant Administration Quarterly,Journal of Business Research, Journal of Hospitality & Tourism Research,Journal of Hospitality and Tourism Education, Journal of Restaurant & Food-service Marketing, Journal of Quality Assurance in Hospitality and Tourism,and Journal of College and University Foodservice. His research interestsinclude pricing strategies in foodservice, analysis of the factors thatcontribute to small-business failure and success, and restaurant chainmanagement. His research has been quoted in popular press includingBusiness Week, Fortune, Wall Street Journal, NPR, Chicago Tribune, USAToday, and over 50 regional newspapers.9907 Universal BlvdOrlando, FL 32819Office: (407) 903-8048Fax: (407) 903-8105Email: [email protected]

Heejung Ro is an Assistant professor in the Rosen College of Hospi-tality Management at the University of Central Florida. Her researchinterests focus on consumer dissatisfaction responses with a specialemphasis on negative emotions. Her current research work involvesunderstanding the nature and structure of consumer dissatisfactionresponses and linking consumption emotions to behavioral and non-behavioral consumer responses.9907 Universal Boulevard, Orlando FL 32819Tel: 407-903-8075Fax: 407-903-8105Email: [email protected]

Chris Ryan is a Professor of tourism at the University of Waikato,Hamilton, New Zealand. He is an elected Fellow of the InternationalAcademy for the Study of Tourism, editor of the journal TourismManagement, and Honorary Professor of the University of Wales. His

xix • • •


past publications number over 200, including over 100 publications

in academic journals, 11 books, and several contributions to edited

books. He also acts in a consultancy and advisory role for government,

industry, and universities.

Private Bag 3105

Gate 7, Hillcrest Road

Hamilton 3240

New Zealand

Email: [email protected].

Stowe Shoemaker is Donald Hubbs Distinguished Professor in the

University of Houston’s Conrad Hilton College of Hotel and Restau-

rant Management. He holds a Ph.D. from Cornell University in

the School of Hotel Administration, an MS from the University of

Massachusetts, and BS from the University of Vermont. Stowe is also

a member of the Executive Education faculty at the Cornell Univer-

sity School of Hotel Administration. Stowe teaches strategic pricing

for hotels and revenue enhancement through pricing, customer rela-

tionship and frequency management, strategic marketing, and strategic

hospitality management. His research interests include the antecedents

and consequences of consumer loyalty, loyalty programs, and strategic

pricing and revenue management. Stowe’s research has appeared in

many hospitality journals and he has written two books on hospitality

marketing, both published by Prentice Hall.

Room: N235-e

University of Houston

229 C.N. Hilton Hotel & College

Houston, TX 77204-3028

Tel: 713-743-7371

Fax: 713-743-2482

E-mail: [email protected]

Ercan Sirakaya-Turk is a Sloan Research Professor of tourism in the

School of Hotel, Restaurant, and Tourism Management at the Uni-

versity of South Carolina. He is the 2006–2007 recipient of US State

Department’s prestigious Fulbright scholarship to teach tourism and

conduct destination development and branding studies for the Russian

Federation in St. Petersburg. Before joining USC, Ercan was a fac-

ulty member at Texas A&M University for 8 years and at Penn State

for 3 years. Ercan has published a significant number of articles in

prestigious tourism journals such as the Annals of Tourism Research,Journal of Travel Research, Tourism Management, and Tourism Analysis.

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Ercan is the founding and current Editor-in-Chief for an online tourismresearch bulletin, e-Review of Tourism Research.Columbia, SC 29208Phone: (803) 777-3327Fax: (803) 777-1224Email: [email protected]

Karl Titz is an Associate Professor at the University of Houston ConradN. Hilton College. He teaches services management and restaurantmanagement. His research stream includes studies of experiential moti-vators in gambling and restaurant settings. Currently, he is workingon service scale development for RV parks.Email: [email protected] Titz, Ph.D.Associate Professor229 CN Hilton CollegeUniversity of HoustonHouston, TX 77204-3028Phone: 713-743-2412Fax: 713-743-2575Email: [email protected]

Muzzo (Muzaffer) Uysal is a Professor and Associate Dean for Grad-uate Programs and Research in the College of Hospitality, Retail, &Sport Management at the University of South Carolina. Before joiningUSC, Muzzo was a faculty member at Virginia Polytechnic Institute &State University for 15 years. Muzzo is a member of the InternationalAcademy for the Study of Tourism and the Academy of Leisure Sci-ences, and serves as Co-editor of Tourism Analysis, an interdisciplinaryjournal. In addition, he sits on the editorial boards of eight journals,including the Journal of Travel Research and Annals of Tourism Researchas resource editor. His current research interests center on tourismdemand–supply interaction, tourism development and marketing, andinternational tourism.Columbia, SC 29208Phone: (803) 777-7624Fax: (803) 777-6427E-mail: [email protected]

Karin Weber is an Assistant Professor in the School of Hotel &Tourism Management at the Hong Kong Polytechnic University. Karinhas published on a wide range of subjects in leading internationaltourism and hospitality journals, with a particular focus on servicesmarketing and convention tourism. She is lead editor and chapterauthor of a book on convention tourism, and serves on the editorialboard of four international tourism and hospitality journals. Karin is

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listed in Who’s Who in the World and Who’s Who in Asia. A nativeof Germany, Karin received her Ph.D. in services marketing fromGriffith University, Australia, M.Sc. in Hotel Administration from theUniversity of Nevada, Las Vegas, and Bachelor of Business (Hons)degree from Monash University.Hung Hom, KowloonHong Kong, SAR, ChinaTel: + (852) 2766 4031Fax: + (852) 2362 9362Email: [email protected]

Dia Zeglat is a postgraduate student in the University of Surrey’sSchool of Management, UK. Dia is conducting a research project onthe relationship between service quality and profitability in the bud-get hotel industry. Dia worked in the Ministry of AdministrativeDevelopment (MOAD) in Jordan as a researcher for 2 years. Dia wasinvolved in a national project for improving the public sector andparticipated in some research projects covering issues such as ser-vice delivery improvement, procedural simplification, and customersatisfaction.Guildford, GU2 7XHEmail: [email protected]

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Cover & Table of Contents - Handbook of Hospitality Marketing Management