Deborah Breiter - Profile on Academia.edu (original) (raw)
Papers by Deborah Breiter
Fiu Hospitality Review, 1995
In the early 1980s many hotels in the United States adopted quality assurance as a business strat... more In the early 1980s many hotels in the United States adopted quality assurance as a business strategy. By the late 1980s independent and chain hotels realized that total quality management (TQM) was a more powerful process and they began utilizing many of its components. For over 10 years, hotels have flirted with a variety of tools, processes, and theories to improve service to the guest
Sense of Community Scale
PsycTESTS Dataset, 2000
Leveling the Playing Field
Journal of Hospitality Leisure Marketing, 2001
The Attrition Condition: What Hotel Sales People Need to Know
The Cornell Hotel and Restaurant Administration Quarterly, 2004
Attrition provisions in group-business contracts have become increasingly problematic for meeting... more Attrition provisions in group-business contracts have become increasingly problematic for meeting planners in recent years because meeting participants and exhibitors increasingly seek their own accommodations outside room blocks, particularly when they find low-price rooms via Web sites. A 2002 survey of 143 meeting planners (primarily working with associations) found that most signed contracts containing attrition provisions for the largest meeting
Tourism Management, 2006
The study identified attendees' needs and service priorities when attending an exhibition at a la... more The study identified attendees' needs and service priorities when attending an exhibition at a large convention center. Data was collected using self-administered questionnaires from 566 subjects attending five different exhibitions. The results indicated that overall cleanliness of the convention center, a well-maintained facility, and helpfulness of guest services personnel were top priorities for attendees regarding the convention center's facility services. Attendees also attributed high importance to the following features of the convention facility: directional signage within the convention center, availability of high quality lodging near the convention center, sufficient restrooms throughout the facility, and ability to get cell phone signal. Furthermore, statistically significant differences were found between the level of importance and performance of the majority of the facility services and features of the convention center. Implications for decision makers regarding these importance-performance gaps are discussed. r
Group Sales and Marketing in Convention Hotels
Journal of Travel & Tourism Marketing, 2005
... opment of CRM to include Web activities ranging from on-line questionnaires to help in the fi... more ... opment of CRM to include Web activities ranging from on-line questionnaires to help in the first stage (identification) to on-line mem-ber benefits that would increase ... The extent to which hotels have been using interactive Web features has been studied by different researchers. ...
Tradeshow Managers
Journal of Convention & Exhibition Management, 2004
Technology adoption in the tourism industry has been widely reported. Tradeshows, which play a vi... more Technology adoption in the tourism industry has been widely reported. Tradeshows, which play a vital part in the tourism economy, have not been investigated to the same extent. This study focuses on tradeshow managers' use of technology, particularly the Internet. Using Rogers' Innovation-Diffusion Theory model, the present research queried the managers of the Tradeshow 200 (the 200 largest tradeshows in
Relationship Management
Journal of Convention & Exhibition Management, 1999
... Page 5. Deborah Breiter and John Bowen 43 The customer orientation of quality has been reiter... more ... Page 5. Deborah Breiter and John Bowen 43 The customer orientation of quality has been reiterated by a number of authors. Crosby (1992) advised that quality causes the customer to be successful. Deming (1986) exhorted that ''the consumer is the most important part of the ...
Predicting Exhibitor Levels of Satisfaction in a Large Convention Center
Event Management, 2007
ABSTRACT The objectives of this research project were to identify tangible and intangible element... more ABSTRACT The objectives of this research project were to identify tangible and intangible elements of service that exhibitors encounter while they participate in a tradeshow, to rank their relative importance, and to measure to what extent these service elements were delivered by a convention center. By understanding the importance/performance aspects of service from the customers' perspective, and the performance gaps, convention centers will be able to design and implement quality service assurance programs to maintain a competitive edge in the marketplace. Additionally, this project sought to identify predictors of exhibitor satisfaction and intent to exhibit again at the facility.
Leveling the Playing Field
Clinical Nurse Specialist, 2007
A comparison of motivators and inhibitors for association meeting attendance for three generational cohorts
Http Dx Doi Org 10 1080 15470140902949695, Apr 1, 2009
... DOI: 10.1080/15470140902949695 Kimberly Severt a , Jill Fjelstul a & Deborah Breiter ... more ... DOI: 10.1080/15470140902949695 Kimberly Severt a , Jill Fjelstul a & Deborah Breiter a pages 105-119. ... Contrary to Baby Boomers, Generation Xers have not demonstrated company loyalty but tend to be strong with technology. Huntley (2006)11. Huntley, R. 2006. ...
Performance appraisals in hotels
Cornell Hotel Restaur Admin Q, 1998
ABSTRACT Contrary to the perception of some observers, most lodging-property managers regular per... more ABSTRACT Contrary to the perception of some observers, most lodging-property managers regular performance appraisals of their workers.
International Participation at Association Meetings and Conventions Report
Sense of Community Scale
PsycTESTS Dataset, 2000
An Analysis of Hotel Employees' Motivation Using Kovach's Ten Factor Model
Http Dx Doi Org 10 1300 J171v01n04_05, Oct 12, 2008
A fundamental exploration of administrative views of hospital hospitality and service excellence
Advances in Hospitality and Leisure, 2010
... In modern times, hospice care focuses on treating and healing the person, not the disease ...... more ... In modern times, hospice care focuses on treating and healing the person, not the disease ... exchange and the illness-related care (ie, technical quality) create the medical service experience ... minimizing error and biases through documenting the procedure in a step-by-step ...
Event Management, 2014
The current study used Orlando, Florida as a case study, and investigated whether there are diffe... more The current study used Orlando, Florida as a case study, and investigated whether there are differences between the three meeting planner types (association, corporate, third party) in regard to destination selection attributes. The study further identified attributes that affect future bookings to Orlando. Data were collected from a nationwide survey of meeting planners with a usable sample of 2,388 completed phone surveys and 118 completed online questionnaires. One significant difference was found between the three meeting planner types. This research was performed in the midst of the recent recession and explored the impact the recession has had on planning meetings. Some effects of the economic downturn on the events industry are decreased attendance and more conservative budgets. Most association meeting planners did not cancel or postponed their events, although all planners agree that attendance to their meetings decreased. Third-party planners seemed to be the most sensitive to budget allocations. a family reunion, essentially all organizations need to plan and execute some type of event. However, during times of economic downturn, meetings' and events' budgets are on top of the list for budget cuts, and meeting planners are forced to do more with smaller budgets. The latest recession, which started in 2008, has greatly affected the events industry and changed public perception of it (Duffy, 2010). It also made meeting planners more cautious with their destination selection.
Cornell Hotel and Restaurant Administration Quarterly, 1998
Tourism Management, 2007
This study assessed convention attendee motivations, performance evaluation, satisfaction, and be... more This study assessed convention attendee motivations, performance evaluation, satisfaction, and behavioral intentions in a regional conference setting. Data was collected from conference attendees in the southeast United States. The findings revealed a five-dimension conference motivation: (1) activities and opportunities, (2) networking, (3) convenience of conference, (4) education benefits and products and deals. Furthermore, the relationships between attendee's evaluation of conference performance, satisfaction judgment, and behavioral intention were examined. The relationships between educational activities, overall satisfaction, word-of-mouth, and intent to return were found to be significant. Recommendations to the meeting planners for conferences are provided based on the results. r
An Analysis of Hotel Employees' Motivation Using Kovach's Ten Factor Model
Journal of Human Resources in Hospitality & Tourism, 2002
Human resource professionals in the hospitality industry are faced with many challenges when it c... more Human resource professionals in the hospitality industry are faced with many challenges when it comes to attracting and retaining employees. Understanding what motivates employees may help to meet some of those challenges. This research employed Kovach's Ten Factor Model to analyze the motivators of a diverse work force in a large hotel in a major southeastern U.S. city.
Fiu Hospitality Review, 1995
In the early 1980s many hotels in the United States adopted quality assurance as a business strat... more In the early 1980s many hotels in the United States adopted quality assurance as a business strategy. By the late 1980s independent and chain hotels realized that total quality management (TQM) was a more powerful process and they began utilizing many of its components. For over 10 years, hotels have flirted with a variety of tools, processes, and theories to improve service to the guest
Sense of Community Scale
PsycTESTS Dataset, 2000
Leveling the Playing Field
Journal of Hospitality Leisure Marketing, 2001
The Attrition Condition: What Hotel Sales People Need to Know
The Cornell Hotel and Restaurant Administration Quarterly, 2004
Attrition provisions in group-business contracts have become increasingly problematic for meeting... more Attrition provisions in group-business contracts have become increasingly problematic for meeting planners in recent years because meeting participants and exhibitors increasingly seek their own accommodations outside room blocks, particularly when they find low-price rooms via Web sites. A 2002 survey of 143 meeting planners (primarily working with associations) found that most signed contracts containing attrition provisions for the largest meeting
Tourism Management, 2006
The study identified attendees' needs and service priorities when attending an exhibition at a la... more The study identified attendees' needs and service priorities when attending an exhibition at a large convention center. Data was collected using self-administered questionnaires from 566 subjects attending five different exhibitions. The results indicated that overall cleanliness of the convention center, a well-maintained facility, and helpfulness of guest services personnel were top priorities for attendees regarding the convention center's facility services. Attendees also attributed high importance to the following features of the convention facility: directional signage within the convention center, availability of high quality lodging near the convention center, sufficient restrooms throughout the facility, and ability to get cell phone signal. Furthermore, statistically significant differences were found between the level of importance and performance of the majority of the facility services and features of the convention center. Implications for decision makers regarding these importance-performance gaps are discussed. r
Group Sales and Marketing in Convention Hotels
Journal of Travel & Tourism Marketing, 2005
... opment of CRM to include Web activities ranging from on-line questionnaires to help in the fi... more ... opment of CRM to include Web activities ranging from on-line questionnaires to help in the first stage (identification) to on-line mem-ber benefits that would increase ... The extent to which hotels have been using interactive Web features has been studied by different researchers. ...
Tradeshow Managers
Journal of Convention & Exhibition Management, 2004
Technology adoption in the tourism industry has been widely reported. Tradeshows, which play a vi... more Technology adoption in the tourism industry has been widely reported. Tradeshows, which play a vital part in the tourism economy, have not been investigated to the same extent. This study focuses on tradeshow managers' use of technology, particularly the Internet. Using Rogers' Innovation-Diffusion Theory model, the present research queried the managers of the Tradeshow 200 (the 200 largest tradeshows in
Relationship Management
Journal of Convention & Exhibition Management, 1999
... Page 5. Deborah Breiter and John Bowen 43 The customer orientation of quality has been reiter... more ... Page 5. Deborah Breiter and John Bowen 43 The customer orientation of quality has been reiterated by a number of authors. Crosby (1992) advised that quality causes the customer to be successful. Deming (1986) exhorted that ''the consumer is the most important part of the ...
Predicting Exhibitor Levels of Satisfaction in a Large Convention Center
Event Management, 2007
ABSTRACT The objectives of this research project were to identify tangible and intangible element... more ABSTRACT The objectives of this research project were to identify tangible and intangible elements of service that exhibitors encounter while they participate in a tradeshow, to rank their relative importance, and to measure to what extent these service elements were delivered by a convention center. By understanding the importance/performance aspects of service from the customers' perspective, and the performance gaps, convention centers will be able to design and implement quality service assurance programs to maintain a competitive edge in the marketplace. Additionally, this project sought to identify predictors of exhibitor satisfaction and intent to exhibit again at the facility.
Leveling the Playing Field
Clinical Nurse Specialist, 2007
A comparison of motivators and inhibitors for association meeting attendance for three generational cohorts
Http Dx Doi Org 10 1080 15470140902949695, Apr 1, 2009
... DOI: 10.1080/15470140902949695 Kimberly Severt a , Jill Fjelstul a & Deborah Breiter ... more ... DOI: 10.1080/15470140902949695 Kimberly Severt a , Jill Fjelstul a & Deborah Breiter a pages 105-119. ... Contrary to Baby Boomers, Generation Xers have not demonstrated company loyalty but tend to be strong with technology. Huntley (2006)11. Huntley, R. 2006. ...
Performance appraisals in hotels
Cornell Hotel Restaur Admin Q, 1998
ABSTRACT Contrary to the perception of some observers, most lodging-property managers regular per... more ABSTRACT Contrary to the perception of some observers, most lodging-property managers regular performance appraisals of their workers.
International Participation at Association Meetings and Conventions Report
Sense of Community Scale
PsycTESTS Dataset, 2000
An Analysis of Hotel Employees' Motivation Using Kovach's Ten Factor Model
Http Dx Doi Org 10 1300 J171v01n04_05, Oct 12, 2008
A fundamental exploration of administrative views of hospital hospitality and service excellence
Advances in Hospitality and Leisure, 2010
... In modern times, hospice care focuses on treating and healing the person, not the disease ...... more ... In modern times, hospice care focuses on treating and healing the person, not the disease ... exchange and the illness-related care (ie, technical quality) create the medical service experience ... minimizing error and biases through documenting the procedure in a step-by-step ...
Event Management, 2014
The current study used Orlando, Florida as a case study, and investigated whether there are diffe... more The current study used Orlando, Florida as a case study, and investigated whether there are differences between the three meeting planner types (association, corporate, third party) in regard to destination selection attributes. The study further identified attributes that affect future bookings to Orlando. Data were collected from a nationwide survey of meeting planners with a usable sample of 2,388 completed phone surveys and 118 completed online questionnaires. One significant difference was found between the three meeting planner types. This research was performed in the midst of the recent recession and explored the impact the recession has had on planning meetings. Some effects of the economic downturn on the events industry are decreased attendance and more conservative budgets. Most association meeting planners did not cancel or postponed their events, although all planners agree that attendance to their meetings decreased. Third-party planners seemed to be the most sensitive to budget allocations. a family reunion, essentially all organizations need to plan and execute some type of event. However, during times of economic downturn, meetings' and events' budgets are on top of the list for budget cuts, and meeting planners are forced to do more with smaller budgets. The latest recession, which started in 2008, has greatly affected the events industry and changed public perception of it (Duffy, 2010). It also made meeting planners more cautious with their destination selection.
Cornell Hotel and Restaurant Administration Quarterly, 1998
Tourism Management, 2007
This study assessed convention attendee motivations, performance evaluation, satisfaction, and be... more This study assessed convention attendee motivations, performance evaluation, satisfaction, and behavioral intentions in a regional conference setting. Data was collected from conference attendees in the southeast United States. The findings revealed a five-dimension conference motivation: (1) activities and opportunities, (2) networking, (3) convenience of conference, (4) education benefits and products and deals. Furthermore, the relationships between attendee's evaluation of conference performance, satisfaction judgment, and behavioral intention were examined. The relationships between educational activities, overall satisfaction, word-of-mouth, and intent to return were found to be significant. Recommendations to the meeting planners for conferences are provided based on the results. r
An Analysis of Hotel Employees' Motivation Using Kovach's Ten Factor Model
Journal of Human Resources in Hospitality & Tourism, 2002
Human resource professionals in the hospitality industry are faced with many challenges when it c... more Human resource professionals in the hospitality industry are faced with many challenges when it comes to attracting and retaining employees. Understanding what motivates employees may help to meet some of those challenges. This research employed Kovach's Ten Factor Model to analyze the motivators of a diverse work force in a large hotel in a major southeastern U.S. city.