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The Cornell School of Hotel Administration Handbook of Applied Hospitality Strategy
Edited by:
- Cathy A. Enz - Cornell University School of Hotel Administration, USA
September 2010 | 1 080 pages | SAGE Publications, Inc
This state-of-the-art handbook approaches the topics of hospitality strategy with an emphasis on immediate application of ideas to current practice. Top hospitality scholars make original contributions with the inclusion of senior level executives input, insights and current best practices.
By incorporating the latest research and thinking on various strategic topics with the commentary and insights of successful executives this handbook blends cutting edge ideas and comprehensive reviews of the subject with innovative illustrations and examples from practice. The strength of the handbook is its combination of academic rigour and hospitality application. The handbook will have a clear reference orientation and focus on key topical issues and problem of interest to practitioners and advanced students of hospitality strategy.
List of Contributors of Featured Chapters and Commentaries
Preface
Acknowledgments
Cathy A. Enz
Introduction
Part I. The Strategic Management Process/Strategic Analysis
Paul Olk, Peter Rainsford, and Tsungting Chung
1. Creating a Strategic Direction: Visions and Values
Jeffrey S. Harrison
2. Strategic Analysis for the Hospitality Industry
T. Russell Crook, David J. Ketchen, Jr., and Charles C. Snow
3. Competitive Edge: A Strategic Management Model
Zhaoping Liu, Judy A. Siguaw and Cathy A. Enz
4. Using Tourist Travel Habits and Preferences to Assess Strategic Destination Positioning: The Case of Costa Rica
Kin-Nam Lau, Kam-Hon Lee, and Ying Ho
5. Text Mining for the Hotel Industry
Zhaoping Liu
6. Commentary: The Frameworks and Initial Steps of the Strategic Management Process in Hospitality and Tourism
Part II. Analysis of the Environment and Key Stakeholders
Rohit Verma
7. Choice Models and the Hospitality Business Environment
Larry Yu and Gu Huimin
8. Hotel Reform in China: A SWOT Analysis
Paulina Bohdanowicz
9. European Hoteliers' Environmental Attitudes: Greening the Business
Bo J. Bernhard, Michael S. Green, and Anthony F. Lucas
10. From Maverick to Mafia to MBA: Gaming Industry Leadership in Las Vegas From 1931 Through 2007
William B. Werner, Andrew Hale Feinstein, and Christian E. Hardigree
11. The Risk to the American Fast-Food Industry of Obesity Litigation
Madeleine Pullman, Kelly McGuire, and Charles Cleveland
12. Let Me Count the Words: Quantifying Open-Ended Interactions With Guests
Rex S. Toh, Habibullah Khan, and Karen Lim
13. Singapore’s Tourism Industry: How Its Strengths Offset Economic, Social, and Environmental Challenges
Juergen Gnoth
14. Commentary: The Macroenvironment of Tourism
Part III. Creating Competitive Advantage
Jin-Young Kim and Linda Canina
15. On the Importance of Market Identification
H. G. Parsa, John T. Self, David Njite, and Tiffany King
16. Why Restaurants Fail
Chekitan Dev, Kevin Zheng Zhou, Jim Brown, and Sanjeev Agarwal
17. Customer Orientation or Competitor Orientation: Which Marketing Strategy Has a Higher Payoff for Hotel Brands?
Gabriele Piccoli
18. Information Technology in Hotel Management: A Framework for Evaluating the Sustainability of IT-Dependent Competitive Advantage
Cathy A. Enz
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
Part IV. Service Strategies, Customers, and Branding
Jordan L. LeBel, Laurette Dubé, Donna Sears, and Leo M. Renaghan
21. Strategic Experiential Branding in the Hospitality Industry
Iselin Skogland and Judy A. Siguaw
22. Are Your Satisfied Customers Loyal?
Duncan Dickson, Robert C. Ford, and Bruce Laval
23. Managing Real and Virtual Waits in Hospitality and Service Organizations
Misty M. Johanson and Robert H. Woods
24. Recognizing the Emotional Element in Service Excellence
Sachin Gupta, Edward McLaughlin, and Miguel Gomez
25. Guest Satisfaction and Restaurant Performance
Robert J. Kwortnik
26. Commentary: The Marketing of Experience
Part V. Strategic Human Resources
Kate Walsh, Michael C. Sturman, and John Longstreet
27. Key Issues in Strategic Human Resources
J. Bruce Tracey, Michael C. Sturman, Lian Shao, and Michael J. Tews
28. The Role of Personality and General Mental Ability in Predicting Performance for New and Experienced Employees
J. Bruce Tracey and Arthur E. Nathan
29. The Strategic and Operational Roles of Human Resources: An Emerging Model
Michael Warech and J. Bruce Tracey
30. Evaluating the Impact of Human Resources: Identifying What Matters
Kate Walsh and Masako S. Taylor
31. Developing In-House Careers and Retaining Management Talent: What Hospitality Professionals Want From Their Jobs
Cathy A. Enz and Judy Siguaw
32. Best Practices in Human Resources
J. Bruce Tracey
33. Commentary: Human Resources Strategy in the Hospitality Industry: Where Do We Go From Here?
Part VI. Strategic Pricing and Revenue Management
Sheryl E. Kimes
34. Strategic Pricing Through Revenue Management
Robert G. Cross, Jon A. Higbie, and David Q. (Dax) Cross
35. Revenue Management's Renaissance: A Rebirth of the Art and Science of Profitable Revenue Generation
Sunmee Choi
36. Group Revenue Management: A Model for Evaluating Group Profitability
Sheryl E. Kimes and Sonee Singh
37. Spa Revenue Management
Chris K. Anderson
38. Commentary: Demand Management
Part VII. Growth Strategies: Franchising, Acquisitions, and Mergers
Ramon Diaz-Bernardo
39. Franchising Fundamentals and Developments
Jeffrey S. Harrison and Zhaoping Liu
40. Leveraging Mergers and Acquisitions in the Hospitality Industry
Darek Klonowski, Jacqueline L. Power, and Daniel Linton
41. The Development of Franchise Operations in Emerging Markets: The Case of a Poland-Based Restaurant Operator
David J. Ketchen, Jr., James G. Combs, and John W. Upson
42. When Does Franchising Help Restaurant Chain Performance?
Linda Canina
43. Acquisitions in the Lodging Industry: Good News for Buyers and Sellers
Arturs Kalnins
44. Commentary: Important Questions About Franchising: What We Know and What We Should Know
Linda Canina and Jin-Young Kim
45. Commentary: Success and Failure of Mergers and Acquisitions
Part VIII. Strategy Implementation: Cultures, Structures, and Standards
Eliza Ching Yick Tze and Giri Jogaratnam
46. Viable Structures and Cultures in Hospitality Organizations
Alex M. Susskind, K. Michele Kacmar, and Carl P. Borchgrevink
47. How Organizational Standards and Coworker Support Improve Restaurant Service
Angelo A. Camillo, Daniel J. Connolly, and Woo Gon Kim
48. Success and Failure in Northern California: Critical Success Factors for Independent Restaurants
J. Bruce Tracey and Timothy R. Hinkin
49. Contextual Factors and Cost Profiles Associated With Employee Turnover
Sergei Khrushchev, Tony L. Henthorne, and Michael S. LaTour
50. Cuba at the Crossroads: The Role of the U.S. Hospitality Industry in Cuban Tourism Initiatives
Ethan Hawkes and Robert J. Kwortnik, Jr.
51. Connecting With the Culture: A Case Study in Sustainable Tourism
Alex M. Susskind
52. Commentary: Cultures and the Implementation of Strategy
Part IX. Strategic Change Management in Times of Crisis
David L. Corsun and Stan Bromley
53. The Process of Introducing Strategic Change
Robert Ford, William Heisler, and William McCreary
54. Leading Change With the 5-P Model: "Complexing" the Swan and Dolphin Hotels at Walt Disney World
Greg Stafford, Larry Yu, and Alex Kobina Armoo
55. Crisis Management and Recovery: How Washington, D.C. Hotels Responded to Terrorism
Dieter Huckestein and Robert Duboff
56. Hilton Hotels: A Comprehensive Approach to Delivering Value for All Stakeholders
Karthik Namasivayam
57. Commentary: Managing Effective Change in Turbulent Times
Part X. Evaluating Strategies: Strategic Controls and Performance Outcomes
Daniel C. Quan, Jie Li, and Ankur Sehgal
58. The Performance of Lodging Properties in an Investment Portfolio
David Weinbaum
59. Assessing the Historical Performance of Hospitality Stocks: The Investor's Perspective
Cathy A. Enz, Linda Canina, and Kate Walsh
60. Hotel Industry Averages: An Inaccurate Tool for Measuring Performance
John W. O’Neill
61. ADR Rule of Thumb: Validity and Suggestions for Its Application
James R. Brown and Chekitan S. Dev
62. Looking Beyond RevPAR: Productivity Consequences of Hotel Strategies
John W. O’Neill and Anna S. Mattila
63. Strategic Hotel Development and Positioning: The Effects of Revenue Drivers on Profitability
Anna S. Mattila
64. Commentary: How Do We Measure Performance at the Firm and Unit Level?
Part XI. Global Strategies and Multinational Enterprises
Cathy H. C. Hsu
65. Multinational Enterprise Strategy: Global Challenges
Ursula Kriegl
66. International Hospitality Management: Identifying Important Skills and Effective Training
Chekitan S. Dev, James R. Brown, and Kevin Zheng Zhou
67. Global Brand Expansion: How to Select a Market Entry Strategy
Fang-Fang Tang, Yanping Xi, Guangmeng Chen, and Ralph Wang
68. Ownership, Corporate Governance, and Management in the State-Owned Hotels in the People's Republic of China
Renáta Kosová
69. Commentary: Globalization and International Strategies
Index
About the Editor
