Journal Issue: Perspectives in Asian Leisure and Tourism: Volume 3, Issue 1
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2018-10-05
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Customer Perceptions of Workplace Incivility in Singapore
(2018-05-10) Ho, Maye S.M.; Tan, Anthea A. L.
Workplace incivility is found to be on the rise and exists widely in Asian workplaces. The combination of stress, less formal organisational structures and technological advancements has been found to contribute to a surge in workplace incivility. The negative effects of workplace incivility lead to problems in productivity, employee retention and service delivery. This exploratory study aims to examine whether workplace incivility is prevalent in 5-star hotels and premier restaurants in Singapore, from the perception of customers. Results of the conducted study show that customers see that workplace incivility is prevalent. Findings showed that co-workers did not greet or acknowledge each other during work and the critical service values of courtesy and friendliness were also not consistently demonstrated towards their internal or external guests. We suspect that key stakeholders within the hospitality and tourism industry in Singapore are unaware that workplace incivility can critically paralyse the ability of their staff to deliver excellent service and can hinder Singapore from achieving high ratings in the Customer Service Index.
Optimized site selection for a health themed recreational city
Nadim, Zahra; Gandomkar, Amir; Roberts, Chris
Industrial cities have many issues including people working long hours, environmental pollution, the aging of the population, and consumers demanding to have leisure, recreation and outdoor recreation opportunities. Constructing a place for healthy outdoor recreation can address some of those needs. The primary objective of this study is to test this concept by identifying and prioritizing the potential health recreational sites using Geographic Information System (GIS) and Analytical Hierarchy Process (AHP) in Isfahan City, Iran. This study identifies the following factors as indicators of suitability within a health recreational city: land prices, road system, capitation, distance from industrial areas, the Air Quality Index, distance from a river, recreational sites, access to public transport stations, and distance to medical care. These factors were selected based on the professional expert’s opinions developed through the Delphi method. AHP was effectively used in this study to calculate the details of the factors and class weights. GIS (v10.2), which plays a crucial role in urban planning, was employed. The methodology proposed was useful in identifying health recreational sites by linking the criteria deemed important with the actual resources of the province.
A comparative exploration of foodservice workers’ illicit drug use
Kitterlin-Lynch, Miranda; Thomas, Lisa Young; Cain, Lisa N
The U.S. foodservice industry has been identified as having the highest incidence of employee illicit drug use among all sectors of U.S. industries. This qualitative study attempts to identify the factors contributing to this top position in comparison to other industries (i.e., retail or transportation) and whether these factors are different than in other industries. Behavior theory and reinforcement sensitivity theory are the primary theories that created the foundation for this research. In-depth employee interviews were conducted to examine both possible motivators for and possible inhibitors to illicit drug use. The findings identified environmental workplace norms that both encourage and discourage employee illicit drug use, and also revealed reward stimuli that seem to boost employee illicit substance use and punishment stimuli that dampen it. Future empirical investigations using the study’s findings are recommended to identify solutions to decrease the foodservice illicit drug usage.
Exploratory Analysis of ‘Other Revenue’ Impact on Full and Limited Service Hotel NOI
Maier, Thomas A.; Roberts, Chris
Hotel ‘Other Revenue’ category is often overlooked as a means to improve NOI through heightened profit margin contribution. This study investigated the impact of ‘Other Revenue’ on NOI profit margin in 3,271 full and limited service U.S. hotels. A decision tree analysis was conducted to gain insight of various departmental expense ratios (independent variables) to NOI (dependent variable). Results indicated room and undistributed expense ratios had a greater impact on NOI than ‘Other Revenue’ in limited-service hotels, while food and beverage, undistributed, and room expense ratios had a greater impact on NOI profit margin than ‘Other Revenue’ in full-service hotels.
How do consumers select wine? Factors that affect the purchasing decision of wine consumers in Singapore.
Chan, David
This paper examines the key factors that affect Singapore wine consumers in selecting their wines and with the results to serve to inform businesses in hotel, club, restaurant and bar on how Singapore consumers buy their wines.