The hospitality industry of the United States continues to thrive and grow each year with millions of tourists and business visitors. Florida, and specifically Orlando are leaders in U.S. tourist destinations. The industry’s growth has been stimulated by foreign direct investment, including the EB-5 visa program, which in 2016 contributed almost $4 billion of inward capital investment. The hospitality industry receives one of the largest portions of total EB-5 investment, about 31%. Florida ranks 2nd to New York among a handful of other states that receive the most EB-5 investment. Because more and more hospitality organizations are financed by EB-5 immigrant investors, learn how this EB-5 ownership may influence hotel performance is important but understudied question. The purpose of this research is to explore organizational alignment of EB- 5 hotel. A case study method was employed to examine one EB-5 hotel in Orlando, Florida as part of a larger inquiry into how EB-5 ownership affects employee job satisfaction in the hospitality industry. The research results suggest that while both organizational alignment and employee job satisfaction of the studied EB-5 hotel are higher than the same metrics of some non-EB-5 hotels, employee turnover rate in EB-5 hotel was significantly high. Also, findings outline the uniqueness of organizational alignment of EB-5 hospitality. Importantly, this is the first analysis of its kind, and its results offer a foundation for future research. The findings of this case study benefit researchers, politicians, and practitioners.

Tip is the monetary amount that consumers voluntarily leave for the quality of the service they get. Whether a tip is left or not, and the amount of the tip left may result from different demographic and characteristic features of consumers. This study was conducted to determine the amount of tip left by the generations based on the personalized bills. Based on three different personalized bill types for a dinner for two people at a mid-quality restaurant, it was attempted to determine whether the costumers left tips or not, and if they did, how much was the amount. The data were gathered based on the quota sampling method in January and February 2018. The total number of the participants – selected from each gender and generation except for the Z generation in equal numbers - reached 414. The data were evaluated by descriptive statistics, chi-square analysis, one and two-way ANOVA. The findings indicated that the amounts of tips were significantly different depending on the generations and the personalized bills.

The aim of this research is to propose a process dynamic model for measuring and benchmarking performance in hotel food and beverage operations. This model involves three sequential stages; first, identifying the existing performance measures used in hotels; followed by, calculating performance using Data Envelopment Analysis (DEA) and LINGO application; third, benchmarking the performance index. The research design involves a case study methodology with the choice of mixed methods. It uses 20 in-depth semi-structured interviews, group discussions, archival analysis, and direct observations. A panel data from 2007 until 2016 was obtained from the hotel cases to get performance calculations and benchmarks. The qualitative analysis of interviews identified different subjective performance measuring techniques such as forced choice, job rating checklists, BARS, 360-Degree and output index. However, the balanced scorecard method was not used at all. The quantitative analysis of DEA rankings confirmed examples in which hotel outcome in relatively high performance and in which year. The model developed in this qualitative case study could be used to compare different hotels in relation to their performance index and could offer some decisions for improvement to the hotel management. The research findings have implications in theory and practice, which will have profound value to the investigated hotel managers and the Egyptian hotel sector. The main contribution of this paper is its suggested dynamic model which will use for measuring and benchmarking performance in hotels based in Egypt.

Companies rarely enjoy hearing bad news, particularly when it comes from dissatisfied customers. Yet, in the face of continually growing competition and empowerment of customers, it is essential that companies learn of the problems that are causing their customers distress. In fact, companies never hear from most of the customers who simply go away unsatisfied, without voicing their complaints. The tourism and hospitality industries have a number of unique features that make them especially susceptible. Although several studies treat tourist complaints and general consumer complaints as the same, Ekiz (2011) reasoned that these unique features demand a new measurement scale, tourist complaint restraints (TCC scale). Thus, the aim of this study is to evaluate the effects of TCC on perceptions of justice (justice perceptions in the model) and commitment to loyalty (loyalty intention) among Chinese tourists in Istanbul, Turkey. To achieve this aim, 700 questionnaires in Mandarin were printed and distributed around Istanbul’s historic tourist attractions as a form of purposive sampling. 597 questionnaires were found to be complete, giving a response rate of 85.3 percent. Structural Equation Modeling analyses indicated that the proposed seven-factor theoretical model fitted the data reasonably well. Results indicated that the majority of the hypothesized relationships were supported. In particular, limited communication on the interactional justice dimension, and unfamiliarity on the procedural and distributive justice dimension were found to be the most important constraints. Distributive justice was found to have the strongest effect on loyalty. The implications of these findings will be discussed.

An ordinary least square with panel corrected standard errors was used to analyze the data.

The sharing economy is getting broader with its non-ownership assets, better use of resources, lower prices, and more customized products (Belk, 2014). In tourism industry, the development of the sharing economy involved the emergence of online travel agencies (OTAs) who are intermediates between services providers and consumers, provide accommodations, transport services, food and beverages services, tour guide services, etc. (Skalska, 2017). Recently, Vietnam has experienced a rapid growth in the number of users booking tourism products and services through OTAs. Playing such an important role in the tourism market, it is essential for OTAs to retain customers which later bring successes for the business. This research examines the role of perceive value as it mediates the effect of website quality on customer repurchase intention at OTAs in Vietnam. Quantitative approach was employed with structured questionnaires written in Vietnamese and English. The questionnaires were distributed to tourists in Ho Chi Minh City, Hoi An, and Nha Trang. Partial least squares was applied to test the reliability, validity of the measures and the causal effects. The findings suggest that: (1) only website’s ease of use has direct positive influence on repurchase intention; (2) while security, service quality, visual appearance, price, and brand image have indirect positive affect on repurchase intention through the mediation of perceived value. Based on the results, theoretical implications and practical implications were also provided in this research.