The Cornell School of Hotel Administration Handbook of Applied Hospitali

Cathy A. Enz is Executive Director of The Center for Hospitality Research at Cornell University, and Lewis G. Schaeneman, Jr. Professor of Innovation & Dynamic Management. Her primary research focus is on innovation, best practices and change management; strategic human resource management, including the empowerment of service workers and the development of social partnerships for economic development. Dr. Enz' publications include over 50 articles in Administrative Science Quarterly, the Academy of Management Review, the Hospitality and Tourism Research Journal, the Cornell Hotel and Restaurant Administration Quarterly, Human Relations, and others. Numerous book chapters and books, including American Lodging Excellence: The Keys to Best Practices in the U.S. Lodging Industry (with L. Dube, L. Renaghan, and J. Siguaw); Educational Institute of the American Hotel Motel Assoc; (July 1999).

List of Contributors of Featured Chapters and Commentaries Preface Acknowledgments Introduction - Cathy A. Enz Part I. The Strategic Management Process/Strategic Analysis 1. Creating a Strategic Direction: Visions and Values - Paul Olk, Peter Rainsford, and Tsungting Chung 2. Strategic Analysis for the Hospitality Industry - Jeffrey S. Harrison 3. Competitive Edge: A Strategic Management Model - T. Russell Crook, David J. Ketchen, Jr., and Charles C. Snow 4. Using Tourist Travel Habits and Preferences to Assess Strategic Destination Positioning: The Case of Costa Rica - Zhaoping Liu, Judy A. Siguaw and Cathy A. Enz 5. Text Mining for the Hotel Industry - Kin-Nam Lau, Kam-Hon Lee, and Ying Ho 6. Commentary: The Frameworks and Initial Steps of the Strategic Management Process in Hospitality and Tourism - Zhaoping Liu Part II. Analysis of the Environment and Key Stakeholders 7. Choice Models and the Hospitality Business Environment - Rohit Verma 8. Hotel Reform in China: A SWOT Analysis - Larry Yu and Gu Huimin 9. European Hoteliers' Environmental Attitudes: Greening the Business - Paulina Bohdanowicz 10. From Maverick to Mafia to MBA: Gaming Industry Leadership in Las Vegas From 1931 Through 2007 - Bo J. Bernhard, Michael S. Green, and Anthony F. Lucas 11. The Risk to the American Fast-Food Industry of Obesity Litigation - William B. Werner, Andrew Hale Feinstein, and Christian E. Hardigree 12. Let Me Count the Words: Quantifying Open-Ended Interactions With Guests - Madeleine Pullman, Kelly McGuire, and Charles Cleveland 13. Singapore's Tourism Industry: How Its Strengths Offset Economic, Social, and Environmental Challenges - Rex S. Toh, Habibullah Khan, and Karen Lim 14. Commentary: The Macroenvironment of Tourism - Juergen Gnoth Part III. Creating Competitive Advantage 15. On the Importance of Market Identification - Jin-Young Kim and Linda Canina 16. Why Restaurants Fail - H. G. Parsa, John T. Self, David Njite, and Tiffany King 17. Customer Orientation or Competitor Orientation: Which Marketing Strategy Has a Higher Payoff for Hotel Brands? - Chekitan Dev, Kevin Zheng Zhou, Jim Brown, and Sanjeev Agarwal 18. Information Technology in Hotel Management: A Framework for Evaluating the Sustainability of IT-Dependent Competitive Advantage - Gabriele Piccoli 19. Creating a Competitive Advantage by Building Resource Capability: The Case of Outback Steakhouse Korea - Cathy A. Enz 20. Commentary: Competitive Dynamics and Creating Sustainable Advantage - Cathy A. Enz Part IV. Service Strategies, Customers, and Branding 21. Strategic Experiential Branding in the Hospitality Industry - Jordan L. LeBel, Laurette Dube, Donna Sears, and Leo M. Renaghan 22. Are Your Satisfied Customers Loyal? - Iselin Skogland and Judy A. Siguaw 23. Managing Real and Virtual Waits in Hospitality and Service Organizations - Duncan Dickson, Robert C. Ford, and Bruce Laval 24. Recognizing the Emotional Element in Service Excellence - Misty M. Johanson and Robert H. Woods 25. Guest Satisfaction and Restaurant Performance - Sachin Gupta, Edward McLaughlin, and Miguel Gomez 26. Commentary: The Marketing of Experience - Robert J. Kwortnik Part V. Strategic Human Resources 27. Key Issues in Strategic Human Resources - Kate Walsh, Michael C. Sturman, and John Longstreet 28. The Role of Personality and General Mental Ability in Predicting Performance for New and Experienced Employees - J. Bruce Tracey, Michael C. Sturman, Lian Shao, and Michael J. Tews 29. The Strategic and Operational Roles of Human Resources: An Emerging Model - J. Bruce Tracey and Arthur E. Nathan 30. Evaluating the Impact of Human Resources: Identifying What Matters - Michael Warech and J. Bruce Tracey 31. Developing In-House Careers and Retaining Management Talent: What Hospitality Professionals Want From Their Jobs - Kate Walsh and Masako S. Taylor 32. Best Practices in Human Resources - Cathy A. Enz and Judy Siguaw 33. Commentary: Human Resources Strategy in the Hospitality Industry: Where Do We Go From Here? - J. Bruce Tracey Part VI. Strategic Pricing and Revenue Management 34. Strategic Pricing Through Revenue Management - Sheryl E. Kimes 35. Revenue Management's Renaissance: A Rebirth of the Art and Science of Profitable Revenue Generation - Robert G. Cross, Jon A. Higbie, and David Q. (Dax) Cross 36. Group Revenue Management: A Model for Evaluating Group Profitability - Sunmee Choi 37. Spa Revenue Management - Sheryl E. Kimes and Sonee Singh 38. Commentary: Demand Management - Chris K. Anderson Part VII. Growth Strategies: Franchising, Acquisitions, and Mergers 39. Franchising Fundamentals and Developments - Ramon Diaz-Bernardo 40. Leveraging Mergers and Acquisitions in the Hospitality Industry - Jeffrey S. Harrison and Zhaoping Liu 41. The Development of Franchise Operations in Emerging Markets: The Case of a Poland-Based Restaurant Operator - Darek Klonowski, Jacqueline L. Power, and Daniel Linton 42. When Does Franchising Help Restaurant Chain Performance? - David J. Ketchen, Jr., James G. Combs, and John W. Upson 43. Acquisitions in the Lodging Industry: Good News for Buyers and Sellers - Linda Canina 44. Commentary: Important Questions About Franchising: What We Know and What We Should Know - Arturs Kalnins 45. Commentary: Success and Failure of Mergers and Acquisitions - Linda Canina and Jin-Young Kim Part VIII. Strategy Implementation: Cultures, Structures, and Standards 46. Viable Structures and Cultures in Hospitality Organizations - Eliza Ching Yick Tze and Giri Jogaratnam 47. How Organizational Standards and Coworker Support Improve Restaurant Service - Alex M. Susskind, K. Michele Kacmar, and Carl P. Borchgrevink 48. Success and Failure in Northern California: Critical Success Factors for Independent Restaurants - Angelo A. Camillo, Daniel J. Connolly, and Woo Gon Kim 49. Contextual Factors and Cost Profiles Associated With Employee Turnover - J. Bruce Tracey and Timothy R. Hinkin 50. Cuba at the Crossroads: The Role of the U.S. Hospitality Industry in Cuban Tourism Initiatives - Sergei Khrushchev, Tony L. Henthorne, and Michael S. LaTour 51. Connecting With the Culture: A Case Study in Sustainable Tourism - Ethan Hawkes and Robert J. Kwortnik, Jr. 52. Commentary: Cultures and the Implementation of Strategy - Alex M. Susskind Part IX. Strategic Change Management in Times of Crisis 53. The Process of Introducing Strategic Change - David L. Corsun and Stan Bromley 54. Leading Change With the 5-P Model: "Complexing" the Swan and Dolphin Hotels at Walt Disney World - Robert Ford, William Heisler, and William McCreary 55. Crisis Management and Recovery: How Washington, D.C. Hotels Responded to Terrorism - Greg Stafford, Larry Yu, and Alex Kobina Armoo 56. Hilton Hotels: A Comprehensive Approach to Delivering Value for All Stakeholders - Dieter Huckestein and Robert Duboff 57. Commentary: Managing Effective Change in Turbulent Times - Karthik Namasivayam Part X. Evaluating Strategies: Strategic Controls and Performance Outcomes 58. The Performance of Lodging Properties in an Investment Portfolio - Daniel C. Quan, Jie Li, and Ankur Sehgal 59. Assessing the Historical Performance of Hospitality Stocks: The Investor's Perspective - David Weinbaum 60. Hotel Industry Averages: An Inaccurate Tool for Measuring Performance - Cathy A. Enz, Linda Canina, and Kate Walsh 61. ADR Rule of Thumb: Validity and Suggestions for Its Application - John W. O'Neill 62. Looking Beyond RevPAR: Productivity Consequences of Hotel Strategies - James R. Brown and Chekitan S. Dev 63. Strategic Hotel Development and Positioning: The Effects of Revenue Drivers on Profitability - John W. O'Neill and Anna S. Mattila 64. Commentary: How Do We Measure Performance at the Firm and Unit Level? - Anna S. Mattila Part XI. Global Strategies and Multinational Enterprises 65. Multinational Enterprise Strategy: Global Challenges - Cathy H. C. Hsu 66. International Hospitality Management: Identifying Important Skills and Effective Training - Ursula Kriegl 67. Global Brand Expansion: How to Select a Market Entry Strategy - Chekitan S. Dev, James R. Brown, and Kevin Zheng Zhou 68. Ownership, Corporate Governance, and Management in the State-Owned Hotels in the People's Republic of China - Fang-Fang Tang, Yanping Xi, Guangmeng Chen, and Ralph Wang 69. Commentary: Globalization and International Strategies - Renata Kosova Index About the Editor