The prime interest of this study was to measure and analyze the authority/responsibility conceptions the program managers had of themselves as compared to that held by the line or functional personnel with whom the program managers were in day-to-day contact. A questionnaire consisting of 22 questions was distributed to 20 program managers and 73 line personnel. Of these 93 distributed questionnaires, 92 were returned and analyzed. The questionnaire asked to what degree, in the opinion of the respondent, did the program manager have the authority to perform 22 different functions. Categories of Always, Frequently, Seldom and Never were offered. The hypothesis tested was that there was no difference between the conception the program manager held of his authority and responsibility as compared to what the line organization personnel held it to be. A chi square test was applied using a significant level of five percent to accept or reject the hypothesis. The Program Management responses were considered as the theoretical frequency and the line personnel responses as the observed frequency . The null hypothesis was accepted 59 percent of the time. Percentage relationships of the responses to each question were also computed. On a percentage basis the program managers typically viewed their authority to be greater than did the line personnel. The basic conclusion was that no clear pat tern of agreement emerged between the program managers and theline personnel as to the degree of authority held by the program manager and that the company involved i n the study should improve the authority/responsibility relationships involving the Program Management and line organization personnel.

This research aimed to discover whether the use of specific self-service technologies (SSTs) within hotels impacts employees’ attitudes and satisfaction with their working environment. The main goal of this study was to determine the existence of a relationship between the usage of self-service technology within hotels and actual measured employee job satisfaction. The outcome of this research allowed for providing both academic and practical knowledge regarding the impact of self-service technologies on the hotel industry. Research has shown that high levels of job satisfaction are connected with positive attitudes regarding workplace (Stanley, 2013) and that attitude has an indirect impact on firm financial performance (Rucci et al., 1998). Therefore, the rationale of this study was based on this pre-determined awareness that employee job satisfaction impacts firm bottom line performance. The data collection methodology used for this thesis research was a survey that was distributed directly to hotel employees. This survey focused on usage of self-service technologies within hotels, employee attitude towards these technologies, as well as, employee job satisfaction. The results indicated that these three self-service technologies have no impact on hotel employee job satisfaction. However, it appears that there may be some minor link between employees’ attitude toward certain self-service technologies used in their establishment, and their overall job satisfaction

In 2018, the Orlando metro area was visited by 126.1 million tourists, a new record which the area has broken for its eighth year (Sanata 2019). As the number of visitors to the area continues to rise, so has the number of people employed by the hospitality industry which currently makes up the largest sector of the area's job market, employing 280,000 workers as of December 2019 (Bureau of Labor Statistics). Consistent growth in various insecure and unstable jobs of this kind have prompted the development of theory regarding the emergence of a new class known as the precariat. The precariat is largely defined by flexible labor which often leads to unstable employment and wage insecurity. Recently, business closures related to the COVID-19 pandemic have led to historic levels of unemployment nationwide, disproportionately affecting those employed in the hospitality industry and further exacerbating the instability and uncertainty that characterizes precarious work. The purpose of this study is to explore and evaluate the experiences of hospitality workers since business closures and to identify how race, gender, and income type may create stratification within the precariat. Data was collected from 254 participants using a 10-minute online survey based on the following dimensions: employment status, housing, healthcare, food security, access to and receipt of social services, and opinions regarding employer interactions and government relief. The results of this study identify the difficulties in maintaining household expenses and obtaining unemployment benefits during the pandemic as well as negative opinions regarding state and federal government response. Furthermore, analysis of race, gender, and income type within the precariat found significant differences between the overall wellbeing of women and men as well as among varying income types including salaried, tipped, and hourly workers.

Immigrants employed in hospitality organizations experience various psychological challenges as they adapt to the cultures of their organizations and the society at large. This dissertation aims to investigate how acculturation and workplace inclusion of immigrant restaurant workers affect their levels of job satisfactions, subjective well-being, work engagement, organizational attachment, and turnover intention. This study followed a cross-sectional research design to explore immigrant restaurant employees' attitudes towards their acculturation process and perceptions of their work experiences in the United States. This study was developed by using scales from the existing literature and a back-to-back translation method by native speakers of Spanish and Haitian Creole languages. The participants of this study were 279 immigrants, who are restaurants employees in the United States. Data were simultaneously collected in three different ways. The questionnaire adopted for this study was distributed at multiple restaurants, including stand-alone and hotel foodservice outlets, in the Southeastern region of the USA. Also, a link to the survey questionnaire was forwarded to other participants via email and social media to individuals who qualify as immigrant restaurant workers. In addition, the data collection the process involved using Amazon Turk, until the required sample size for this study was met. Both SPSS version 24 and Partial Least Square Structural Equation Modeling (PLS-SEM) were utilized to analyze the collected data for this study. This study's results indicate that acculturation and workplace inclusion positively influence subjective well-being and job satisfaction amongst immigrant restaurant workers. Meanwhile, work engagement, organizational, and turnover intention are directly influenced by job satisfaction. The findings of this study advance the knowledge of acculturation and workplace inclusion in both the hospitality discipline and the mainstream human resources literature. While there are very few studies on acculturation and workplace inclusion in the hospitality and tourism literature, no prior research was conducted on immigrants working in the food and beverage sector. Also, no previous studies investigated both the effect of acculturation and workplace inclusion on immigrant employees in a simultaneous manner. Hence this study adds to both the hospitality and organizational behavior body of knowledge. It also provides new insights on how to improve these employees' subjective well-being, job satisfaction, work engagement, organizational attachment, and reduce the chances of quitting their hospitality jobs.

Bylaws serve as the skeleton of any nonprofit organization's administrative culture. They are the laws and rules that govern the internal affairs of an organization. (Pickett 2000) Since the primary function of bylaws is to support the effective management of operations, the examination of bylaws content is particularly relevant when looking for evidence of innovative adaptations to organizational change. As students of arts administration, the focus of the researcher's investigation centered on cultural organizations; symphony orchestras in this instance. Symphony orchestras, like other cultural organizations, must adapt to survive internal and external change. The reason for choosing to examine bylaws content was to look for business adaptations being made at the core of nonprofit business operations, where the framework for decision-making by the Board of Directors, Officers and administrators resides. There were two key research questions driving this investigation of symphony orchestra bylaws content. The first was; what governance policies are currently emerging in the symphony orchestra industry? The second was; what conditions prompted the emergence of these policy anomalies? The research design included a review of the literature relevant to the development of bylaws as used by U.S. symphony orchestras; qualitative and quantitative document analysis of bylaws obtained from a select group of participating organizations; and an opinion survey of several orchestra administrators whose organizations were found to contain unusual bylaws content. Contrary to the literature, the content and structure of bylaws that were examined varied a great deal. Policy anomalies were discovered as hypothesized, and some of these unusual policies offer solutions to current governance issues that other arts organizations may find beneficial as well. Included tables illustrate provision topics and their frequency of occurrence. Several recommendations for further study are indicated, and we conclude that bylaws are usually an underutilized, valuable and occasionally innovative tool for effective governance.

In convention market, one of the fastest growing sectors in hospitality industry, meeting planners play an important role to select a destination for their event. Therefore, a good relationship with them can be a competitive advantage for a convention destination considering a fierce competition among the destinations. The objective of this study is to develop an empirically valid relationship marketing (RM) model that would verify the antecedents, mediators, and consequence of the relationship between the destination marketing organization (DMO) and meeting planners. This study found three antecedents (i.e., customer orientation, familiarity, and reputation) of the RM mediating constructs that consist of satisfaction, trust, and commitment as well as consequence (i.e. behavioral intention) led by the RM mediators based on review of the literature. Therefore, the hypothesized relationships 1) between the antecedents and the mediators, 2) between the mediators, 3) and 3) between the mediators and the consequence in the model were tested by using structural equation modeling (SEM) with LISREL results. Eight out of eleven hypotheses were supported by the examination of path coefficients while 33 observed indicators were confirmed in the measurement model through confirmatory factor analysis (CFA). The SEM results showed the significant relationships that lead to meaningful implications in both industry and academia while this study is not immune to limitations that can be the starting points of recommendations for future studies

This study investigates current green restaurant certifications as well as developing a new more user certification. First, a fact finding investigation to find the most established and commonly utilized green restaurant certifications were compared. Second, a new green certification was developed. Third, chosen green restaurant certifications were compared. Lastly, the new green certification analyzed whether restaurants in the central Florida area utilized green practices. Data were collected in face to face sessions with restaurant managers during nonpeak hours of operation. There were numerous surveys utilized in this research study. The statistical methodology utilized in this study was average means and factor analysis in SPPS 20. The statistical results indicated that the newly developed green certification was ranked closely to the two established certification of the Green Restaurant Association and the Green Seal. Furthermore, when inquiring about restaurant green practices the result strongly indicated that restaurants are not utilizing green practices. As a side note there were restaurants that were not even using the more basic green practices such as energy efficient light bulbs. Implications, limitations and suggestions for future research were discussed in the final chapter.

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), 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® 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 nontourist respondents

Entertainment, being such a lucrative market, receives fewer academic endeavors than most other types of tourism provision. The purpose of this dissertation is to investigate the entertainment destination experience via conceptualization, scale development, and empirical testing. Entertainment has been acknowledged as one of the driving forces of the global economy and received increasing scholarly interest in hospitality and tourism research. A mixed-methods approach was adopted to achieve the study purpose, consisting of three studies. Study 1 examined the concept manifestation of the entertainment destination experience. Visual and textual analytical techniques were employed to analyze 318 online reviews from TripAdvisor. Following the well-established scale development procedures, Study 2 included three phases to develop a scale for the entertainment destination experience by conducting 21 in-depth interviews and collecting 602 usable surveys. With a total of 373 valid responses, Study 3 examined the impact of the entertainment destination experience on emotions, memorability, destination satisfaction, and behavioral intention by employing the partial least squares structural equation modeling. This dissertation identified the core attributes of the entertainment destination experience. The multi-dimensional and formative nature of the entertainment destination experience was revealed. The current research identified six dimensions of the entertainment destination experience, consisting of hospitality, affective, cognitive, sensory, intellectual, and social entertainment. The study results uncovered the positive impacts of entertainment destination experience on emotions, memorability, destination satisfaction, and behavioral intention. Emotions and memorability were found to mediate the relationship between entertainment destination experience, destination satisfaction, and behavioral intention. This dissertation makes pioneering efforts to investigate the entertainment destination experience. The current study is one of the first attempts to manifest the conceptual attributes of the entertainment destination experience. Also, it is one of the first to go beyond a unidimensional perspective by exploring the multi-faceted nature of the entertainment destination experience. The findings shed light on the entertainment research in hospitality and tourism and advance the understanding of tourist experience by establishing a scale for entertainment destination experience. In addition, this dissertation adds new knowledge to entertainment literature and tourism and hospitality research by uncovering the impact of the entertainment destination experience on emotions, memorability, destination satisfaction, and behavioral intention. From a managerial perspective, the present study offers important practical implications for industry practitioners who aim to tap into the entertainment market. The findings highlight the core attributes and dimensions of the entertainment destination experience for destination policies and regulations. Employing the entertainment destination experience scale as a toolkit, destination managers are recommended to evaluate entertainment products and services to shape the tourist experience and improve the destination image.

Tourism consumption is a systematic aesthetic appreciation experience that combines human lives with extraordinary nature and culture. While the bridge linking aesthetics and tourism has significant potential of helping to explore how tourism contributes to human life, the study of aesthetics in tourism remains unclear and fragmented. To fill this research void, this study aims to cultivate a comprehensive understanding of the nature of aesthetics in tourism by exploring and defining a Chinese classical aesthetic concept – Yijing. Specifically, the objectives are to (1) explore the manifestation of aesthetics in tourism, (2) unveil the formation of Yijing through tourist gaze, (3) uncover the connotation of Yijing, (4) comprehend how Yijing contributes to human life, (5) delve into the formation of Yijing through social media gaze, and (6) examine the impacts of Yijing on intention to transformational changes. Guided by the realism paradigm and employing an exploratory sequential mixed-method approach, this dissertation initially undertook a two-phase qualitative study, performing netnography to explore both tourists' and online audiences' activities on a travel platform. The sample for the narrative analysis consisted of 35 content-rich travel blog posts (total word count: 776,993; total number of pictures: 11,924), along with corresponding comments (total word count: 9,541) and interactive responses from online observers. A quantitative study was then conducted to test the conceptual model developed based on the qualitative findings with a generalized population. The main study (n=395) was analyzed with PLS-SEM. Findings from the qualitative study suggested a Yin-Yang philosophical approach to understanding aesthetics in tourism, proposing a new way to define "Beauty" and "Ugliness." A two-stage framework of Yijing's formation (i.e., preparation and realization) and a three-level pyramid of Yijing's connotation (i.e., perceptual appreciation, transcendence, and Epiphany) were revealed. The three levels of Yijing ideally correspond to the three realms of people's outlook on life and trigger individuals' behavioral, psychological, and transformational changes. Findings from the quantitative study further validated the three levels of Yijing and its significant influence on self-transformation in a global setting. This dissertation bears valuable theoretical contributions to studying aesthetics in various disciplines and fields such as tourism, hospitality, education, psychology, and marketing from a unique Eastern philosophical perspective. It also yields insightful practical implications for organizations and practitioners to practice aesthetic placemaking.