ScholarWorks@UMass Amherst

Consumer Responses to Behaviors of Other Consumers in Service Encounters: A Script Theoretical Perspective

Li Miao, Purdue University - Main Campus
Anna S. Mattila, the Pennsylvania State University
Daniel Mount, The Pennsylvania State University

9:45 AM - 10:45 AM

Doing Too Little or Too Much to Recover from Product Failure:

David Cranage, Penn State University

9:45 AM - 10:45 AM

Food-Related Lifestyle Segments and Mature Consumers’ Attitudes to Home Meal Replacement

Yoon Jung Jang, Florida State University
Woody G. Kim, Florida State University
Il Sun Yang, Yonsei University

9:45 AM - 10:45 AM

Hospitality Culture and Climate: Keys to Retaining Hospitality Employees and Creating Competitive Advantage

Mary E. Dawson, University of Houston - Main
JeAnna Abbott, University of Houston

9:45 AM - 10:45 AM

Impact of Swiss Consumers' Product Involvement on Brand Loyalty

Carmen Hochgraefe, University Centre Cesar Ritz
Saskia Faulk, University Centre Cesar Ritz
Michael Vieregge, University Centre IMI Lucerne

9:45 AM - 10:45 AM

Online Image of Hotel Brands on Different Language Platforms

Joy (Zhuowei) Huang, Purdue University
Liping A. Cai, Purdue Tourism & Hospitality Research Center; Guangzhou International Tourism Institute, South China University of Technology

9:45 AM - 10:45 AM

Service delivery in private residence clubs: A study based on product attributes as varied by location with one brand

Amy Gregory, University of Central Florida
Jeannie Hahm, University of Central Florida
Denver E. Severt, University of Central Florida

9:45 AM - 10:45 AM

The Impact Of Gender, Age and Education Related To Leadership Competencies Needed For Success As A Hotel General Manager

Bill Ryan, Oklahoma State University - Main Campus
Pimtong Tavitiyaman, Oklahoma State University
Naree Weerakit, Prince of Songkla University, Phuket Campus

9:45 AM - 10:45 AM

Why Employees Talk: A Study of the Decision-Making Process Leading to Turnover or Retention

Julie A. Hosmer, University of Miss

9:45 AM - 10:45 AM

A Neoclassic Growth Model of Leisure Time and China's Economic Growth

Xiang Wei, Beijing International Studies University
Hailin Qu, Oklahoma State University
Jintao (Emily) Ma, Oklahoma State University

11:00 AM - 12:00 PM

Analysis of Image and Loyalty for Exhibitions and Host Destinations

Ying Lu, Purdue University - Main Campus
Liping A. Cai, Purdue Tourism & Hospitality Research Center; Guangzhou International Tourism Institute, South China University of Technology

11:00 AM - 12:00 PM

Role Conflict, Role Ambiguity and Work-Family Conflict Among University Foodservice Managers

Bill Ryan, Oklahoma State University - Main Campus
Jintao (Emily) Ma, Oklahoma State University
Minyen Cathy Ku, Oklahoma State University

11:00 AM - 12:00 PM

Trust Factors in a Manager-Employee Relationship over Time

Yung-Kuei Huang, University of Illinois at Urbana-Champaign
Lingzhi Guo, Texas Tech University

11:00 AM - 12:00 PM

Winery Visitation in the Wine Appellations of Pelee Island and Lake Erie North Shore

Richard I. Wade, Ryerson University
Karen Pun, Ryerson University

11:00 AM - 12:00 PM