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
[...]opean 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 Dubé, 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 - Renáta Kosová
Index
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