The aim of this research is to explore the contextual characteristics of a particular group of Dutch restaurant owner’s (SSUSCROs) and practitioners, to examine how these contextual characteristics might be used in a professional hospitality education programme. This very small segment of the Dutch restaurant business (0,2-0,5% of the total restaurants) is known for its strong commitment to competitiveness, in delivering quality service and products. No previous research in The Netherlands had embarked on a search for connecting this specific category of practitioners to education. As owners of their restaurants, the SSUSCROs were aware of the potential contribution that participating in this research would make. The research was designed from a constructionist epistemological point of view. This means that the data supplied by the respondents, and the background and vision of the researcher provided an interplay. By using grounded theory methodology, theory is constructed from the empirical data. The main instrument for the primary research was in-depth, interviewing. Six retired and four practising restaurant owners, and a connoisseur of the business were interviewed in one to three hour depth interviews that were digitally recorded. The transcripts of the recorded interviews were analysed, applying the specific constructivist version of grounded theory methodology as described by Charmaz’s (2006). The research generated a grounded theory in the form of a narrative about the SSUSCRO social construct and its central theme ‘Living the business’. The narrative informs future practitioners i.e. students, about how they can prepare for possible future business ventures in the culinary restaurant business. Furthermore, it confronts future practitioners with the notion of particular contextual characteristics and value systems that need to be incorporated in order to successfully engage in and sustain a career in the culinary restaurant sector. Elements of the narrative, connected to Covey’s 7-Habits of Highly Effective People framework for personal leadership. The findings from this research confirmed the importance of providing students in hospitality management education with a approach towards professional development that is grounded in the social construct of a remarkable group of entrepreneurs such as the SSUSCROs. The conclusions suggested that faculty and academic management of hospitality management programmes need to become more knowledgeable about the particular nature of the discipline, and the specific category of practitioners researched here.

Catering flights is an important part of an airline's operations. The meal service has a critical impact on customer service quality and represents significant costs. Unfortunately, due to high passenger load variability and minimum production lead-time requirements, it is difficult to get the number of meals to exactly match the passenger count on each flight. The objective of the project is to reduce meal-catering costs due to over-catering while simultaneously improving service level by reducing under-catering. The proposed solution takes the form of a meal bank system. This concept suggests that flights should be systematically under-catered with the possibility of uploading a generic meal to fill in any shortage at the last minute when the final passenger load is known. A thorough investigation of current processes was carried in order to define and recommend process change based on the meal bank approach. The project concludes with a costing analysis of recommended solutions weighing additional investments, cost savings, and service improvement against current performance. Costing analysis results for Vancouver International Airport operations showed that service level could be improved by an approximate reduction of 50 percent in revenue passenger meal shortages. Also, net costs can be reduced up to an estimated $190,000 annually. / Business, Sauder School of / Graduate

The purpose of this research was to examine the differences in the organizational structure of Sports Commissions in the United States of America. This study also examined Sports Commissions according to general organizational characteristics. Further, this study attempted to classify Sports Commissions according to organizational structure. In addition, comparisons and contrasts regarding organizational structure were drawn between organizations that represent large and small geographic regions. The theoretical frameworks for this study were based within contemporary and traditional organizational theories. The literature was grounded in reference to similar studies and findings relative to management and legal interpretations of community supported sport in general, and within sport management frameworks in particular. While the significance of this study is revealed in the findings pertaining to the structure of Sport Commissions, greater implications relative to sport organizations and community sport development are also discussed. The subjects for this study were regional Sports Commissions of the United States of America considered 'active' members of the National Association of Sports Commissions (NASC) collective. The survey instrument contained three sections which addressed the areas of centralization, formalization, and complexity, in addition to a fourth section, which examined descriptive organizational characteristics. The components of centralization measured included information dissemination, information output, and control of information. The components of formalization included written job descriptions, written rules and procedures, and supervision of personnel. Complexity was measured using size of structure, and education and experience of employees. Organizational characteristics were assessed according to Commission type, financial components, and activities performed. Survey methods included both telephone and mail surveys. Of the 74 total Sports Commissions surveyed, 57 participated; producing a final overall return rate of return was 77.03%. Three types of analyses were conducted on the data. One, a descriptive evaluation of each component of the Sports Commissions profiles identified was conducted. Two, a SCOSS reliability correlation analysis within and between SCOSS components was analyzed. Finally, a comparison between the organizational characteristics and dimensions of organizational structure of Sports Commissions. Responses were also coded into two major groupings: those that represent larger markets, specifically greater than 1 million inhabitants; and those which represent smaller markets, specifically smaller than 700,000 inhabitants. There was no significant difference found in the degrees of centralization, complexity, and formalization for the organizations studied, which signals important considerations regarding the overall status of the organizational structure of Sports Commissions. Finally, important findings and implications related to the organizational characteristics studied was also revealed. / A Dissertation submitted to the Department of Sport Management, Recreation Management, and Physical Education in partial fulfillment of the requirements for the degree of Doctor of Philosophy. / Fall Semester, 2003. / June 19, 2003. / Sports Commissions, Organization Structure, Sport Management / Includes bibliographical references. / Charles Imwold, Professor Directing Dissertation; Joe Cronin, Outside Committee Member; Annie Clement, Committee Member; Cecile Reynaud, Committee Member.

The restaurant industry has long been characterized by a high rate of "turnover, low wages, primitive technology, controlling management and an unimpressive benefits package"(Sullivan, 1999). " The most serious issue for employers today -in all industries- is hiring and keeping qualified and capable employees" according to Donald Marshack, senior analyst at the U.S. Bureau of Labor Statistics (BLS)(2000). The primary purpose of this study was to examine the perceived notion that the compensation plan of Outback Steakhouse reduces the intention to turnover of its unit level managing partners. Specifically the research focused on a survey of general manager's attitudes in regards to their intentions to seek out new employment and the effect of the compensation plan provided by Outback Steakhouse on their intention to turnover. The Objective of the study was to investigate the current management compensation practices of the managing partners of Outback Steakhouse, while identifying the relationship between management compensation and the intention to turnover for proprietors at Outback Steakhouse restaurants. A further objective was to establish the relationship between employee turnover and employee turnover intentions as a predictor of separation from an organization. A survey instrument was utilized to gather information for this study was sent by mail to all of the 600 general managers of Outback Steakhouses listed on the company's web site in the US. The survey contained questions designed to measure the influence of the compensation package on the general managers' intent to turnover, and the degree of influence each element of the compensation package had on their intention to quit. The results showed that the correlation coefficient indicated 5 out of the 8 monetary compensation variables had a significant positive relationship with the compensation plan and reducing turnover intentions. A forward regression analysis was conducted comparing all of the compensation elements. This was done for the purpose of determining which variables would be the best predictors of respondents desire to stay with Outback because of the positive influence the compensation package, as a whole, has on them. When the computations were completed, two variables, deferred compensation and stock option, explained 41.7% of the sample variation (R² = .417) and 39.8% of the population variation (Adjusted R² = .398). / Master of Science

The purpose of this study was to develop and test a scale that can measure the co-creation experience, resulting value, and behavioral intentions in MEI. The study addresses six objectives: (1) To propose a framework of co-creation, (2) To evaluate what constructs of co-creation are needed, (3) To analyze how and what value is created, (4) To evaluate how co-creation impacts behavioral intentions, (5) To evaluate how value impacts behavioral intentions, and (6) To create a model that tests the co-creation experience and resulting value and behavioral intentions in MEI. This dissertation employed a mixed-method approach. A qualitative study was conducted to develop and define the constructs, wherein a survey was developed. The survey led into the quantitative portion of the study, which measured co-creation, so a scale was created and tested. Statistical analyses consisted of exploratory factor analyses, confirmatory factor analyses, and partial least squares structural equation modeling. Study results indicate that the developed co-creation scale is reliable and identified what dimensions of co-creation exist with MEI. The research findings suggest that co-creation can be used to facilitate more interactive experiences within the museum, exhibition, and installation environment. Co-creation not only encourages greater interaction but leads to enhanced value and positive behavioral intentions. This study provided a better understanding of the co-creation experience including how attendees co-create, and how to enhance the value added which can impact behavioral intentions. By identifying the constructs to measure co-creation, value, and behavioral intentions, event designs may be planned to stimulate true co-creation, welcoming the interaction and input from all actors. This study provided a "Collage of Co-Creation" which can direct future research to develop a comprehensive scale of co-creation.

The objectives of this dissertation was to 1) develop a comprehensive scale to measure visitors' imagination, 2) investigate the structural relationship between imagination and tourism destination image (TDI) components of cognitive, affective, and conative, 3) compare and contrast the various qualities of vividness, richness, saliency, control, and spatial between imagination and prospection, and 4) study the impact of different information sources on the evolving process of prospection to imagination. By conducting four different studies and seven data collection phases, the imagination scale was developed, validated, and utilized to test the proposed structural and differential hypotheses. In study 1, the phenomenology approach was employed and through a series of interviews, the internal experience of the imagination process was extracted. In study 2, which is composed of two focus groups, the potential manifest variables to measure imagination/prospection were developed and the structure of the questionnaire was designed. In study 3, through 3 data collection phases, two versions of long and short imagination scale questionnaire were validated and the structural relationships between imagination and destination image was investigated. In the final study, utilizing experimental design, hypotheses related to five qualities of imagination were compared to those of prospection. Finally, by adopting an exploratory approach, the impact of different information sources on imagination was investigated. The results of this dissertation indicated that the imagination scale is a reliable and valid scale to be used in various hospitality and tourism consumption contexts. It shows a high discriminant validity with TDI and structurally moderates the inter-relationships of the TDI components. In addition, findings of this dissertation support the theoretical discussions on the differences between imagination and prospection. Finally, the results revealed significant distinctions among image, video, and textual information sources regarding their impact on the quality of the mental image.

This thesis presents a visual design exploration of video game storytelling in physical themed environments, specifically, theme parks. The theme park industry has only recently begun to tap into the video game market, with seasonal attractions and events in parks, and the first fully video game dedicated land, Super Nintendo World at Universal Studios Japan. As theme park companies further seek out the most popular and profitable video game Intellectual Properties (IP), it will be imperative to create the most authentic video game experiences possible. The guest experience will hinge upon the successful adaptation of gameplay; creating the story around each individual as if they are the main character or party. This is a key concept that has yet to be achieved in any video game theme park attraction. The research and development in this thesis present design solutions to combat the limitations of existing video game experiences in theme parks. The new theme park model proposed provides an immersive guest experience that puts each guest or group at the center of a game's story and propels them through space via innovations in operations and interactives, creating a unique experience for all. This general model can then be overlayed with any video game IP, to be utilized in any park, by any company, to varying degrees of scale and complexity.

This thesis summarizes available literature about the individual requirements and specific design attributes needed to understand, apply, develop, and design a themed hotel with an emphasis in accessibility and inclusivity. This thesis contains a visual project and design guide that focuses on creating a themed space that offers modern means of accessibility for mobility aids, or for those who are deaf, hard of hearing, blind, or partially sighted. The guide summarizes literature on existing codes and explores other resources to adapt them to create an inclusive narrative environment. The visual project applies the material found in the guide and produces a themed hotel concept that explores an intentionally seamless design. The presentation of the themed design enhances and enforces the goals of the project and includes plans and renderings for the lobby/guest services, standard room, hallways, and pool.

Due to information overload and the homogenization of tourism experiences, destinations need to stand out from competitors by engaging tourists early on from the pre-trip stage. Pre-consumption experiences created by marketing messages are especially important for the tourism industry due to the intangibility and high perceived risk of experiential products. The persuasive power of storytelling has increasingly been recognized by tourism practitioners as storytelling can be used to communicate with tourists the values and attractiveness of the destination while creating a sense of exploration and emotional connections. However, few efforts have been made to understand the persuasion process and outcomes of storytelling in tourism research. Tourism practitioners generally have difficulty understanding and measuring the impact of storytelling. Moreover, studies are inconsistent concerning the comparative effectiveness of storytelling and fact-based messages. This study, therefore, aims to examine the comparative effectiveness of storytelling and fact-based messages in marketing different types of tourism experiences, the effect of message format on tourists' transportation, emotions, attitudes toward the destination, and behavioral intentions as well as the mediating effect of transportation on the persuasion process. To address the study purpose, a conceptual framework was proposed to demonstrate the relationships among message format, transportation, and related outcomes (i.e., emotions, attitudes toward the destination, and behavioral intentions). A web-based between-subjects experimental design was conducted, and data were collected through MTurk online panel. Anderson & Gerbing's two-step approach was used to assess the proposed model and hypotheses. The study results suggest that message format significantly influences the level of transportation experienced by the message recipients, with storytelling messages generating significantly higher levels of transportation than fact-based messages. Transportation significantly influences emotions, attitudes toward the destination, and behavioral intentions (i.e., the intention to collect information about the destination, the intention to recommend the destination, and the visit intention). More importantly, the study showed that transportation is a key mediator of the relationships between message format and persuasion outcomes. This study contributes to the current body of narrative persuasion research by extending the research context to destination marketing and the experience industry in general. The study findings forward the knowledge on the impacts of message format on tourists' narrative transportation, emotions, attitudes, and behavioral intentions as well as the effect of transportation on the persuasion process. While providing important theoretical implications, this study responds to the recent rise of stories in tourism practice and offers valuable practical implications for tourism practitioners in designing effective marketing communication messages.

Loyalty programs are ubiquitous in the hotel industry, and many consumers are members of multiple loyalty programs. However, in the hospitality and tourism field, the research that examines multi-brand loyalty is scant. Therefore, this dissertation examines the multi-brand loyalty of hotel loyalty program members by examining how consumers divide their spending across multiple programs. This study used a multi-phase approach. First, a content analysis was conducted to evaluate current practices of loyalty programs. Second, a quantitative research method was adopted. Empirical data was collected from 330 respondents. The conceptual relationships among perceived value, experience satisfaction, loyalty, and share of wallet were analyzed through structural equation modeling. A loyalty matrix using attitudinal and behavioral measures was created, and each dimension was evaluated. This study found a significant impact of perceived value and satisfaction on attitudinal loyalty and share of wallet. Additionally, when mapped on a loyalty-continuum matrix, the majority of respondents exhibit high attitudinal loyalty but were split equally between low and high behavioral loyalty. The present study provides important implications. Theoretically, the content analysis found that most loyalty programs provide little differentiation from each other. Similarly, the results from the survey showed that consumers perceive the value of their loyalty programs to be similar. This current study found support for the applicability of the loyalty matrix on hotel loyalty program members with multiple memberships. It also extends the typology by introducing share of wallet to represent actual behavioral loyalty. Practically, this study offers suggestions on how loyalty programs can provide differentiation in the market. The study suggests opportunities on how managers can improve marketing strategies by segmenting customers in a more multi-dimensional way to increase loyalty and share of wallet.