Person: Roberts, Chris
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Professor of Strategic Management
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Roberts
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Chris
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Publication Revealing Key Competencies of Hospitality Graduates Demanded by Industry: A 25-year review(2010-07-31) Johanson, Misty; Ghiselli, Richard; Shea, Linda J; Roberts, ChrisSignificant changes in the competitive environment of business and education, along with changes in the macro-environment, point to the need for curriculum reform in hospitality and tourism management. Determining relevant competencies and skill sets has helped human resource managers over the years to improve hiring and selection practices, in developing strategies to retain managers, and in career planning initiatives. This study is a review of competencies that have been emphasized by hospitality industry leaders for success in the field over the years, and to report similarities as well as key changes in skills demanded of students graduating from hospitality management programs.Publication Exploratory Analysis of ‘Other Revenue’ Impact on Full and Limited Service Hotel NOIMaier, Thomas A.; Roberts, ChrisHotel ‘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.Publication A Comparison Of Hotel Executive Teams In Singapore And The Northeastern USRoberts, Chris; Shea, Linda JMonitoring the demographics of teams increases our understanding of the types of decisions that are made and the processes used to arrive at them. Data from larege hotels were collected in both the United States (US) and Singapore. Findings indicate hotel and team characteristics for Northeast US cities are similar to those of hotel managers in Singapore, with the exception of educational level and average salary.Publication Customer Loyalty Directives And Employee Turnover Intention: A Qualitative Hospitality Industry StudyBurns, Lois Warren; Roberts, ChrisThe problem of high employee turnover in the hospitality industry is a critical leadership challenge. The focus of this qualitative phenomenological study was the determination of the perceptions, reactions, and experiences leading to retention intentions of frontline hotel employees whose job responsibilities included compliance with customer loyalty directives. Analysis yielded the emergence of six relevant themes: training, directives, customer orientation, compliance failure consequences, customer complaint experiences, and customer loyalty experiences. The findings indicate that compliance with customer loyalty directives and hiring employees with high customer orientation did not result in increased turnover intention.Publication Theory of Service: The User PerspectiveRoberts, Chris; Young, Lisa; Johanson, Misty M.; Dolasinski, Mary JoFor development of the theory of service, the focus was on the constructs of service. The theory is expanded to encompass the various business models of service and the service encounter including but not limited to guest satisfaction, service quality, service and technology, service system design, and customer relationship management. The theory began with the observed differences in different service settings, the emergence of technology and defining the service experience across multiple sectors. Further consideration is given to the aspects of the service transaction and what constitutes service, where a labor component of a firm’s product has been transferred to the customer. Lastly, self-service and automation are considered in the context of the user experience. Implications for industry application are discussed.Publication Optimized site selection for a health themed recreational cityNadim, Zahra; Gandomkar, Amir; Roberts, ChrisIndustrial 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.Publication Leadership Styles and Asian TourismAlongkornpradap, Atcharee; Bailey, Morgan; Coyle, Brianna; Mendez, Juan; Niu, Charlene; Zhai, Jianwu; Roberts, ChrisLeadership in Hospitality and Tourism is multifaceted and reflects the many dimensions of the fields. Behind the innovations and advancements are the individuals that emerged as leaders who generated them. Leadership in Asian Tourism is explored; five industry leaders are introduced and then showcased in separate articles that follow.