Search results

1 – 10 of 18
Article
Publication date: 27 September 2023

Myongjee Yoo, Ashok K. Singh and Noah Loewy

The purpose of this study is to develop a model that accurately forecasts hotel room cancelations and further determines the key cancelation drivers.

Abstract

Purpose

The purpose of this study is to develop a model that accurately forecasts hotel room cancelations and further determines the key cancelation drivers.

Design/methodology/approach

Predictive modeling, specifically the machine learning methods, is used to forecast room cancelations and identify the main cancelation factors.

Findings

By using three different classification algorithms, this study demonstrates that hotel room cancelation can be accurately predicted using XGBoost, as well as the ensemble method involving Support Vector Machine, Random Forest and XGBoost.

Originality/value

This study attempted to forecast hotel room cancelations by applying a relatively new method, machine learning. By implementing predictive modeling, one of the most emerging and innovative research methods, this study ultimately provides prediction suggestions in various aspects and levels for hotel management operations.

研究目的

本研究旨在开发一个能够准确预测酒店客房取消的模型, 并进一步确定主要的取消因素。

研究方法

采用预测建模, 具体来说是机器学习方法, 来预测客房取消, 并识别主要的取消因素。

研究发现

通过使用三种不同的分类算法, 本研究表明使用XGBoost以及涉及支持向量机、随机森林和XGBoost的集成方法可以准确预测酒店客房取消。

研究创新

本研究尝试通过应用相对较新的方法, 即机器学习, 来预测酒店客房取消。通过实施预测建模, 这是目前新兴和创新的研究方法之一, 本研究最终为酒店管理运营在各个方面和层面提供了预测建议。

Details

Journal of Hospitality and Tourism Technology, vol. 15 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 19 June 2019

Jiyeon Jeon, Myongjee Yoo and Natasa Christodoulidou

The purpose of this study is to explore the impact of Wi-Fi service on the millennial generation’s loyalty to restaurants. Additionally, this study examines the impact of Wi-Fi…

Abstract

Purpose

The purpose of this study is to explore the impact of Wi-Fi service on the millennial generation’s loyalty to restaurants. Additionally, this study examines the impact of Wi-Fi service on three different types of restaurants (coffee shops, fast-food restaurants and casual dining restaurants). Furthermore, this study examines the similarities and differences that exist cross-culturally between Americans and Koreans.

Design/methodology/approach

A total number of 480 questionnaires were collected to empirically test the study model. A factor analysis that used a principal components analysis with varimax rotation was performed to condense the loyalty items into a few underlying constructs, and the Cronbach’s alpha was checked to test for reliability. A multiple regression analysis and t-test were performed to test the study hypotheses.

Findings

The results show that Wi-Fi service has a significant impact on millennials’ loyalty behavior on all three types of restaurants in this study. However, the differences between Americans and Koreans on how they perceive the Wi-Fi services turned out to be significant only for coffee shops.

Research limitations/implications

The authors used a non-probability convenience sampling method for data collection. The findings cannot be generalized to other types of restaurants, such as fine dining and luxury restaurants. Although the results indicate a positive relation between Wi-Fi usage and a customer’s loyalty, loyalty is a multifaceted concept where a variety of factors, such as frequency or convenience can have an impact.

Practical implications

The findings should encourage marketers in the restaurant industry to use Wi-Fi as a value-added service for their customers.

Originality/value

There are limited studies on how significant Wi-Fi service is for the hospitality industry, and in particular, for restaurants. This study builds on the scholarship of Cobanoglu et al. (2012) on the value of the customer loyalty by providing new insights into customers’ views on Wi-Fi service in the restaurant industry.

论Wi-Fi服务对millennials饭店顾客的影响

摘要

研究目的 –本论文旨在探索Wi-Fi服务如何影响Millennial顾客的饭店忠诚度。此外, 本论文还研究了三种不同类型饭店的Wi-Fi服务(咖啡店、快餐店、以及休闲美食饭店Casual Dining)。本论文还比较美国人和韩国人在饮食跨文化上面的相似与差异。

研究设计/方法/途径

研究样本为480份实际消费问卷。本论文采用因子分析法中的主成分分析和最大方差旋转方式来缩减忠诚度量表题项。本论文采用Cronbach’s alpha来检测量表可靠性, 采用多元回归分析和t-test来验证研究假设。

研究结果

研究结果表明Wi-Fi服务对Millennial顾客忠诚行为在三种类型饭店中都具有显著影响。然而, 美国顾客和韩国顾客对Wi-Fi服务的差异只有在咖啡店方面有显著不同。

研究原创性/价值

酒店行业中关于Wi-Fi服务影响的文章少之又少。本论文建立在Cobanoglu et al. (2012)研究基础上, 进一步对顾客忠诚度价值进行分析, 为饭店业Wi-Fi服务的顾客见解方面研究做出突出贡献。

关键词

跨文化 顾客忠诚度 饭店业 Millennials Wi-Fi

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

Content available
Book part
Publication date: 10 June 2021

Abstract

Details

Operations Management in the Hospitality Industry
Type: Book
ISBN: 978-1-83867-541-7

Book part
Publication date: 10 June 2021

Michelle (Myongjee) Yoo and Alec N. Dalton

This chapter covers four main concepts: service quality, quality assurance for measurement, quality assurance for management, and service failure and recovery. The first section…

Abstract

This chapter covers four main concepts: service quality, quality assurance for measurement, quality assurance for management, and service failure and recovery. The first section mainly discusses the fundamentals of service quality. The service quality gap model is also highlighted to identify the gaps between customer expectations and the actual perceptions of service at different stages of service delivery. In the second section, different measurement methods for quality assurance are demonstrated. Examples of qualitative and quantitative methods are included. In the third section, the important management objectives of quality assurance, improvement, and control are covered. By using a combination of the quality assurance methods from the second section, hospitality operators can accomplish internal accountability, external accountability, performance improvement, and innovation. In the fourth and final section, causes and consequences of service failures are covered together with the service recovery paradox to express the implications of poor quality.

Details

Operations Management in the Hospitality Industry
Type: Book
ISBN: 978-1-83867-541-7

Keywords

Book part
Publication date: 10 June 2021

Michelle (Myongjee) Yoo and Sybil Yang

Forecasting is a vital part of hospitality operations because it allows businesses to make imperative decisions, such as pricing, promotions, distribution, scheduling, and…

Abstract

Forecasting is a vital part of hospitality operations because it allows businesses to make imperative decisions, such as pricing, promotions, distribution, scheduling, and arranging facilities, based on the predicted demand and supply. This chapter covers three main concepts related to forecasting: it provides an understanding of hospitality demand and supply, it introduces several forecasting methods for practical application, and it explains yield management as a function of forecasting. In the first section, characteristics of hospitality demand and supply are described and several techniques for managing demand and supply are addressed. In the second section, several forecasting methods for practical application are explored. In the third section, yield management is covered. Additionally, examples of yield management applications from airlines, hotels, and restaurants are presented.

Details

Operations Management in the Hospitality Industry
Type: Book
ISBN: 978-1-83867-541-7

Keywords

Book part
Publication date: 10 June 2021

Alec N. Dalton and Michelle (Myongjee) Yoo

This chapter covers four main concepts: (a) providing an understanding of service; (b) organizing hospitality decisions and processes; (c) defining strategic service visions; and…

Abstract

This chapter covers four main concepts: (a) providing an understanding of service; (b) organizing hospitality decisions and processes; (c) defining strategic service visions; and (d) dissecting operations strategies for hospitality services. In the first section, the definition of service, the five service dimensions, and the service package are covered. In the second section, hospitality decisions and processes are framed by service concepts and the service-profit chain. A service concept is the starting point for developing hospitality operations strategies, while the service-profit chain explains the link from customer satisfaction and customer loyalty to a service firm’s growth and profitability. In the third section, the strategic service vision is explored. Successful service firms all have a strategic service vision, which includes a set of ideas and actions organized in a systematic way to maximize a firm’s performance. In the fourth and final section, the operations strategy for hospitality services is covered. Successful service operations occur when management defines and adheres to a competitive operations strategy.

Details

Operations Management in the Hospitality Industry
Type: Book
ISBN: 978-1-83867-541-7

Keywords

Article
Publication date: 31 May 2011

Myongjee Yoo, Sojung Lee and Billy Bai

– The purpose of this study is to provide an analysis of published marketing research within the top four hospitality journals and suggest future research directions.

12119

Abstract

Purpose

The purpose of this study is to provide an analysis of published marketing research within the top four hospitality journals and suggest future research directions.

Design/methodology/approach

The study selects the top four hospitality-oriented journals and analyzes the topics, methods, and trends of hospitality marketing articles published between 2000 and 2009 through a qualitative research design using content analysis and descriptive analysis.

Findings

The study explores how hospitality marketing research has progressed within the past decade in terms of topical areas, industry applications, and methods, and additionally discovers notable trends for hospitality marketing research.

Practical implications

The study analyzes published research in hospitality marketing and is thus expected to provide topical and methodological recommendations to academic scholars in contributing further to scientific progress and the literature.

Originality/value

Based on the existing reviews, this study aims to examine hospitality marketing research developments in top hospitality research journals over the past decade. It is the first study to review hospitality marketing research for a period of ten years in the recognized top four hospitality research journals.

Details

International Journal of Contemporary Hospitality Management, vol. 23 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Book part
Publication date: 10 June 2021

Peter Szende and Alec N. Dalton

Hospitality services are among the most robust experiences enjoyed by consumers. To deliver them successfully, careful attention to detail is first needed for the design and…

Abstract

Hospitality services are among the most robust experiences enjoyed by consumers. To deliver them successfully, careful attention to detail is first needed for the design and development of those experiences. This chapter begins by exploring the array of elements that holistically construct an experience, from process to people to physical environments. Then, the customer experience management framework is used to outline a recommended technique for approaching experience design. Finally, a brief survey of visualization techniques shows how experiences can be modeled for assessment and improvement.

Details

Operations Management in the Hospitality Industry
Type: Book
ISBN: 978-1-83867-541-7

Keywords

Book part
Publication date: 10 June 2021

John Bancroft and Di Li

This chapter covers three main concepts: it provides an overview of supply chain management (SCM), introduces the concepts of procurement and what is entailed within this…

Abstract

This chapter covers three main concepts: it provides an overview of supply chain management (SCM), introduces the concepts of procurement and what is entailed within this function, and explains how inventory is managed. In the first section, SCM is considered broadly but also in the context of hospitality. The key roles and objectives of SCM as well as the significance of supply chain risk and disruption are considered. In the second section, the concept of sourcing is discussed. Sourcing is a critical function in any organization: without this, an organization would cease to operate. The importance of supplier selection is explored, with methods to make the most appropriate selection and for subsequently managing suppliers. Finally, the third section focuses on how inventory management can be optimized. Concepts such as economic order quantity (EOQ) and ABC analysis are explored, along with alternatives to traditional inventory management methods.

Details

Operations Management in the Hospitality Industry
Type: Book
ISBN: 978-1-83867-541-7

Keywords

Book part
Publication date: 10 June 2021

Alec N. Dalton and Andrew M. Daw

Service experiences and waiting lines are often – unfortunately – seen to go hand in hand. This chapter explains why this is the case. Beginning with an exploration of capacity…

Abstract

Service experiences and waiting lines are often – unfortunately – seen to go hand in hand. This chapter explains why this is the case. Beginning with an exploration of capacity and operating constraints, discussion then delves into both the mathematical origins and psychological implications of waiting lines. The final section offers hope to managers and guests alike, with a survey of different operations strategies and tactics that can eliminate or abate the need to wait.

Details

Operations Management in the Hospitality Industry
Type: Book
ISBN: 978-1-83867-541-7

Keywords

1 – 10 of 18