This thesis analyzes the construction of the public memory of Arthur Ashe, well known African American tennis player, breaker of racial barriers, activist, and humanitarian, through a discussion of a sampling of public displays that present his life and legacy. In particular, it analyzes two of the most prominent commemorations: the Arthur Ashe exhibit at the International Tennis Hall of Fame and Museum and the Arthur Ashe monument in Richmond, Virginia. Using newspapers, unpublished manuscript material, oral histories, and material culture, this thesis illustrates that both sport and society remember and memorialize Arthur Ashe the man, not the athlete. In doing so, this thesis explores how Arthur Ashe, himself, played a role in shaping the public dynamics of his legacy. / A Thesis submitted to the Department of History in partial fulfillment of the requirements for the degree of Master of Arts. / Spring Semester, 2010. / April 1, 2010. / International Tennis Hall of Fame, Race, Tennis, African American Athletes, Public History, Contested Memory, Collective Memory, Monument Avenue, Richmond / Includes bibliographical references. / Jennifer Koslow, Professor Directing Thesis; Andrew Frank, Committee Member; James Jones, Committee Member.

There has been a dramatic increase in the number of Colleges and Universities offering Hotel and Foodservice Management Programs during the last several years. Many thousands of students have been or are now being trained. But the demand for qualified employees at all levels far exceeds the available supply provided by these schools. Private College's have an opportunity to offer programs of. study in this area and thereby increase their total student populations. Unlike most academic programs, the hospitality field requires a close association with the industry if the programs are to be both meaningful and effective for students. This guideline is offered to the private college which might be contemplating a hospitality program. The strategies outlined may be effectively utilized to help develop a new program or strengthen an existing one.

Thesis (Ed.D.)--Boston University / The purpose of this study was to develop a competency model that incorporates the necessary knowledge, skills and attributes for an outstanding hotel manager based on actual experiences of successful hotel managers. The general managers and director of human resources from each hotel selected three outstanding and three average-performing managers from their respective properties (a total of 18 managers). Over a two-month period, using the behavior event interview process, both superior and average managers were interviewed and asked to describe, in great detail, situations when he or she was particularly effective and situations when he or she was ineffective. The interviews were transcribed and coded using a combination of a validated competency dictionary and thematic analysis. Competencies observed in outstanding managers but not in average performing managers were identified and a competency model was created. An expert panel of senior industry executives validated the findings. In brief, the model includes the following competencies: achievement orientation, information seeking, customer service orientation, organizational awareness, professional expertise, honesty, interpersonal understanding, teamwork, team leadership, analytical thinking, initiative, self-control, self-confidence, self-learning, face- to-face communication, relationship building, optimism and passion.

This dissertation analyses the Airbnb market in Orange County, FL to provide insight on the performances of short-term vacation rentals listed on the platform. In the first essay we examine the factors affecting the demand and supply of this real estate sector before and after the Covid-19 pandemic, using occupancy, pricing and revenue models. The results identify the aspects of the Airbnb peer-to-peer sharing model that do and those that do not recover quickly after local covid restrictions are lifted. In particular, host experience, professional management, and proximity to major tourist attractions are some of the key factors that generate greater Airbnb unit occupancy, revenue, and prices. The effects are stronger in the post-covid period. On the other hand, Airbnb consumers appear to steer clear of rentals with popular reviews from previous tenants, located in high-income areas, and in ethnic neighborhoods during the post-covid period. Traditional hotel rooms participating in the Airbnb market exhibit different post-pandemic responses than found for other properties. In addition, there is evidence that, while hotel participation directly competes with other properties, these effects are mediated by shopping externalities created by greater search traffic from hotels on the platform. In the second essay we use a choice theoretic approach to identify factors driving the Airbnb unit owner's choice of management form and the effect of that choice on the unit rentals performance. Property owners looking to let their real-estate assets on a short-term basis on the Airbnb platform can choose between two forms of day-to-day management: owner managed (OM) and third party managed (TPM). Incentives theory shows that asset owners must weigh the input mix inefficiency arising from the incentive structure of TPM against possibly greater TPM management ability. The empirical model reveals that management structure affects pricing and occupancy rates of these units in both the full sample and when controlling for endogenous management form selection using matched sample methods. Airbnb data for Orange County, Florida, over 2014-2022 reveals higher prices and occupancy for TPM units in both cases. Interestingly, TPM fails to outperform OM when the number of units managed for the owner are sufficiently high, consistent with effort-thinning associated with rising marginal management costs for TPM firms. In addition, professional management outcomes vary significantly across property types, with lower prices and occupancy rates for high density apartments and condominiums relative to comparable OM units. Furthermore, TPM hosts' response to the declining demand for vacation properties during the pandemic is found to be stronger than OM hosts.

Although a substantial amount of research on Organizational Citizenship Behavior (OCB) has been conducted, little is known about it within the context of the Japanese hospitality industry. While OCB is generally considered to be beyond ordinary job duties (extra-role), some researchers suggest that Japanese employees view OCB as part of their job (in-role). However, theoretical explanation for this phenomenon is still scant. This research aims to examine how culture-based organizational characteristics (workplace harmony and customer orientation) and generation influence the role perception of OCB among Japanese hospitality employees. An online survey was developed and distributed to hospitality employees working in Japan using snowball sampling and resulting in a total of 303 participants. The results showed that Japanese culture-based characteristics, workplace harmony and customer orientation, positively influenced in-role perceptions of OCB-Altruism and OCB-General compliance. In addition, older generations showed higher in-role perception of OCB-General compliance than Generation Y. This research contributes to OCB literature by examining the impact of culture-based organizational characteristics on the employee's positive behavior that helps increase organizational performance. Workplace harmony and customer orientation in Japanese service organizations have often been noted by researchers, however they are rarely examined. This research contributes to the hospitality service management literature by documenting their impact on OCB through an empirical examination. Lastly, the findings of this study provide hospitality practitioners with a better understanding of employee citizenship behaviors in a collectivistic cultural background so that the results can aid human resources practices, including recruiting and training.

Several industries require operations and services to be provided at all hours of the day. Many organizations have implemented a shift work system for scheduling purposes to meet the demand of their industry. While some research has been conducted on the effects of shift work on employees, overall, there is still much to be learned, especially in the hotel industry. Most hotel front desks in the United States operate 24 hours a day and therefore, have to staff employees for the morning, afternoon, and overnight shifts. Previous literature states that each shift starts and ends at different times of the day as well as the tasks for each shift may be different. These differences may cause a hotel front desk agent to perceive their role differently based on the shift they work. The primary objective of this study is to investigate if there are moderating effects caused by working different shifts at a hotel front desk on three prevalent relationships often examined utilizing hotel frontline employee samples. Social support, employee engagement, job satisfaction, intention to quit, and quality service delivery willingness will all be examined in this research. A survey instrument was developed based on existing scales and distributed to hotels in the southeastern United States via paper and electronic methods. A total of 554 surveys were returned. Moderated multiple regression was conducted utilizing the Process tool in SPSS. Results indicated that the employees who worked the swing shift (both morning and afternoon shifts) were significantly different than front desk agents who worked the overnight shift. Most of the relationships tested were much weaker for the swing shift employees almost to the point that the relationship became non-existent. Implications, limitations, and future research will also be discussed.

This research study examined the work conditions, ergonomic problems, and prevalence of pain among low wage hotel room cleaners in Orlando. In most hotels, the cleanliness of guestrooms is one of the most important service standards expected by customers. The role of the housekeeper is thus critical to service provision and hotel profitability. The hospitality industry is a major recruiter of low wage workers with the majority working in housekeeping departments. Due to the nature of the research problem, a positivist quantitative approach was adopted although the survey instrument included space for qualitative comments to some of the latter open-ended questions. The survey instrument used in this study was adapted from validated survey instruments used in previous studies about the occupational health of hotel housekeepers. Data was collected from 177 hotel housekeepers. The local union of hotel housekeepers assisted with data collection from hotel housekeepers in local hotels in Orlando. The questions were specific and relevant to housekeeping department work conditions. An informed consent to participate was included in the survey to inform respondents about the voluntary nature of participation and the possibility of withdrawal from participation in the study was possible. Data was coded for entry in SPSS for subsequent analysis. Before starting analysis, the data was explored for incomplete surveys, errors and outliers. The scale of the data was compressed for better data analysis results. Descriptive statistical analysis was conducted to understand the sample collected. Furthermore, chi square and t-test was used to explore physical workload,ergonomic problems and prevalence of pain among housekeepers.

This study examined the cognitive and affective factors that influence users' post-adoption behavioral intention. Specifically, based on the Expectation Confirmation Model (ECM) (Bhattacherjee, 2001b) the impact of cognitive factors (i.e., perceived usefulness, confirmation of expectations, mobility, personalization and responsiveness) and affective factors (i.e., satisfaction, perceived enjoyment) on hotel branded mobile applications (apps) users' continuance intention and WOM were examined. Hospitality firms invest considerable resources on technology solutions that are aimed at improving the consumer experience. However, for investments to be profitable firms must ensure that technology solutions are continuously used and ensure post-adoptive behaviors such as continuance intention and WOM. Data for the study were collected from 550 hotel branded mobile app users. After data were collected and cleaned, Partial Least-Square Structural Equation Modeling (PLS-SEM) was used to analyze the data. The results of the structural model indicated that continuance intention and WOM were directly influenced by satisfaction and perceived enjoyment; with satisfaction exerting the most influence on continuance intention. Conversely, perceived enjoyment was most influential to WOM. All cognitive factors were found to influence satisfaction and enjoyment, except for responsiveness and perceived usefulness. The results show that contextual factors have a more significant impact than previously established constructs. The results of the study allow hoteliers and hospitality technology consultants to identify the influential factors impacting post-adoptive behaviors. The study extends the literature on post-adoptive behavior and the ECM by including context specific factors (i.e. perceived mobility, personalization and responsiveness). This study contributes to the scare literature in the lodging industry literature examining users' evaluations of mobile apps and post-adoptive behaviors in the hospitality industry. The study adds to the post-adoptive behavior literature by adding WOM as a second outcome to continuance intention. The treatment of contextual factors in this study, allowed to show the impact technology characteristics have on technology post-adoption.

Due to the development of technology, one of the major trends in the hospitality industry is service migration from human interaction services (HISs) to self-service technologies (SSTs). Therefore, it is important to examine customers service perceptions based on two different service provisions: SSTs and HISs. This study investigated similarities and differences between SST and HIS customer service perceptions based on several service quality dimensions, their effects on customer satisfaction and service loyalty in the hotel industry. Initially, this study conceptualized the service quality dimensions with six major dimensions (i.e., reliability, responsiveness, tangibles, competence, efficiency, and enjoyment) and hypothesized to have a positive influence on customers satisfaction, and subsequently, on service loyalty. A total of 275 useable responses were collected through an online self-administrative survey on Qualtrics. The results indicated that the service quality for SST and HIS customers could be evaluated through three major factors: interactive quality, tangibles, and enjoyment. Overall, interactive quality and enjoyment had a significant effect on customer satisfaction and service loyalty, while tangibles showed a direct impact on service loyalty. In addition, hotel customers had a higher level of interactive quality and service loyalty when they received service from HISs. On the other hand, hotel customers tended to show a higher level of enjoyment when they receive service from SSTs. This study contributes theoretical implications as it suggests the service quality framework that can be applied to both SST and HIS service settings. Furthermore, this study provides hotel managers with a comprehensive understanding of customer service perceptions towards SSTs in contrast to HISs.

It is a general policy in the hotel industry that all the service should be provided in the friendly and a professional manner. The first smile of a front desk clerk or a wait staff can make a difference in customer satisfaction and loyalty. A service quality is becoming more important with increase of competitiveness among hotels and hotel brands. A process of regulating positive emotions for an organization is called Emotional Labor (EL) (Grandey, 2000). While essential for the hospitality industry, empirical research on EL is very limited, and research on EL during stressful situations is almost nonexistent. To reduce the gap in the prior research, this study is looking into dynamics of a perceived organizational and customer (in) justice as a stress factor on an employee's EL and subsequent job satisfaction. To further understand dynamics of the proposed model, variables such as a gender and intensity of interaction were used as moderating effects. This study extended research done by Spencer and Rupp (2006, 2009) on employees' perceived customer injustice and its effects on employees' EL. This study drew on fairness, effective events, referent cognition, social exchange and action theories to explain why individuals' EL is impacted by injustice extended by guests and organization. Four types of organizational justice (procedural, distributive, interpersonal and informational) were used in this research. The results of the study indicated that employees EL (effort, dissonance) increases with increased effects of distributive (in) justice. EL dissonance had a significant negative effect on job satisfaction and EL effort had a significant positive effect on a job satisfaction. Finally, procedural (in) justice and informational (in) justice had a higher effects on male employees rather than their female counterparts. Since this study is first to explore effects of four facets of organizational (in) justice on employees EL, job satisfaction and gender as moderating effects, this study offers multiple theoretical and managerial implication for evaluation of EL and its antecedents in the hospitality industry.