Jeffrey Lolli - Academia.edu (original) (raw)

Papers by Jeffrey Lolli

Research paper thumbnail of Evaluating the Use of Sense of Place as a Business Strategy in the Marketing and Promotion of Craft Beverage Tourism

Research paper thumbnail of A Comparison Between Full and Part-Time Lodging Employees on Job Satisfaction, Organizational Commitment, and Job Performance

According to the Bureau of Labor Statistics (2006), hotels and other lodging places provide first... more According to the Bureau of Labor Statistics (2006), hotels and other lodging places provide first jobs to many new entrants to the labor force. The hospitality industry also hires young people, people with limited skills, and those who are looking for part-time employment (Bureau of Labor Statistics, 2006). According to the American Hotel and Lodging Association (2006), the hospitality industry pays $163.3 billion in travel-related wages and salaries and employs 1.8 million workers on hotel properties, half of whom are part-time. The service industry has taken advantage of hiring part-time employment to fill typical hourly worker positions (Hipple, 1998). Some managers assume that full and part-time employees have the same job attitude and behaviors. They do not consider the differences between full and part-time employees in job satisfaction, job performance, and other outcomes. Therefore, many managers apply the same managerial styles and philosophies to both groups. However, many studies indicate differences between full-time and part-time employees in their job attitude and behaviors,

Research paper thumbnail of Online hotel reviews: Factors influencing how customers perceive their credibility and the likelihood of customer adoption

Applied Marketing Analytics, 2021

Research paper thumbnail of The Influence of Background Sounds, Physical Sounds, and Managers’ Proactive Customer Service Regarding Situational Sounds on Customer Satisfaction in the Restaurant Industry

Journal of Small Business Strategy

Research paper thumbnail of Mining online comments to understand customer satisfaction with hotel technologies: A comparison of hotels in Beijing and Washington, DC

Research paper thumbnail of An analysis of a third-party food delivery app during the COVID-19 pandemic

British Food Journal

PurposeThe study aims to analyze guest comments on the Uber Eats food delivery app (FDA) in the U... more PurposeThe study aims to analyze guest comments on the Uber Eats food delivery app (FDA) in the USA during the April–June 2020 COVID-19 pandemic lockdown period. Three aspects influencing customer satisfaction with the FDA were evaluated in this study: (1) performance on the app, (2) product quality and (3) service quality.Design/methodology/approachOne thousand customer comments posted on the Uber Eats Google Play app from April 1 to June 30, 2020 were analyzed in this study. The text mining technique was applied to discover the hidden, but meaningful patterns from the unstructured text. Content analysis was applied to systematically analyze the text into organized categories and themes.FindingsAmong the three dimensions evaluated in this study, the most important dimension regarding customers' perceptions toward the FDA was the service quality dimension (40.02%), followed by the FDA's performance dimension (39.43%) and the product quality dimension (20.54%) was least impor...

Research paper thumbnail of The relationship between casino corporate social responsibility and casino customer loyalty

Tourism Economics

Corporate social responsibility (CSR) has become a popular, and even expected, strategy for promo... more Corporate social responsibility (CSR) has become a popular, and even expected, strategy for promoting an organization’s public persona. CSR is particularly important in the casino industry since many customers associate the casino industry with negative images such as crime and drugs; therefore, casinos try to enhance their social image through CSR activities. This study investigated how casinos’ CSR activities (economic, legal, ethical, and philanthropic) influenced customer loyalty (CL). Partial Least Squares (PLS)-structural equation modeling analysis was used to examine the hypotheses on a sample of 251 casino’s customer in the United States. Results of this study showed that the dimensions of philanthropic and legal responsibilities had varying effects on CL. In contrast, economic and ethical responsibilities didn’t significantly affect CL.

Research paper thumbnail of Entry-level hospitality leaders' perceptions of which interpersonal communication skills are important to success and whether their college curriculum prepared them to be competent interpersonal communicators

Research paper thumbnail of Interpersonal communication skills and the young hospitality leader: are they prepared?

International Journal of Hospitality Management, Mar 1, 2013

Abstract Interpersonal communication is a skill that is crucial to successful leaders ( Brownell,... more Abstract Interpersonal communication is a skill that is crucial to successful leaders ( Brownell, 1992 , Scudder and Guinan, 1989 ); however, English et al. (2007) found that most college graduates tend to be deficient in these skills when entering the business world. In the service industry, a manager interpersonally communicates with guests, subordinates, peers, and superiors. In particular, a manager interpersonally communicates most often with their subordinates. The purpose of this study was to determine entry-level hospitality leaders’ perceptions of which interpersonal communication skills are important and whether their college curriculum prepared them to be competent interpersonal communicators when communicating with subordinates. The results indicated that participants believed that a lack of: (1) overall leadership experience, (2) exposure to dealing with a diverse audience, (3) giving feedback, and (4) dealing with confrontational situations contributed to why they rated the importance of all the interpersonal communication skills evaluated higher than their level of preparedness.

Research paper thumbnail of Perceptions of the Importance and Preparedness of Interpersonal Communication Skills of the Entry-Level Hospitality Leader: Implications for Hospitality Educators

Journal of Teaching in Travel & Tourism, 2013

Interpersonal communication is a skill that is crucial to successful leaders (Brownell, 1992;Scud... more Interpersonal communication is a skill that is crucial to successful leaders (Brownell, 1992;Scudder & Guinan, 1989) however, English, Manton, and Walker (2007) found that most college graduates tend to be deficient in these skills when entering the business world. In the service industry, leaders interpersonally communicate with many constituents. The purpose of this study was to determine entry-level hospitality leaders’ perceptions of which interpersonal communication skills are important and whether their college curriculum prepared them to be competent interpersonal communicators. Participants rated the importance of all interpersonal communication skills evaluated as higher than their level of preparedness. The results will aid educators in better determining more selective criteria on which to design curricula and learning outcomes for interpersonal communication so that graduates will be more prepared when entering the hospitality industry as entry-level leaders.

Research paper thumbnail of Evaluating the Use of Sense of Place as a Business Strategy in the Marketing and Promotion of Craft Beverage Tourism

Research paper thumbnail of A Comparison Between Full and Part-Time Lodging Employees on Job Satisfaction, Organizational Commitment, and Job Performance

According to the Bureau of Labor Statistics (2006), hotels and other lodging places provide first... more According to the Bureau of Labor Statistics (2006), hotels and other lodging places provide first jobs to many new entrants to the labor force. The hospitality industry also hires young people, people with limited skills, and those who are looking for part-time employment (Bureau of Labor Statistics, 2006). According to the American Hotel and Lodging Association (2006), the hospitality industry pays $163.3 billion in travel-related wages and salaries and employs 1.8 million workers on hotel properties, half of whom are part-time. The service industry has taken advantage of hiring part-time employment to fill typical hourly worker positions (Hipple, 1998). Some managers assume that full and part-time employees have the same job attitude and behaviors. They do not consider the differences between full and part-time employees in job satisfaction, job performance, and other outcomes. Therefore, many managers apply the same managerial styles and philosophies to both groups. However, many studies indicate differences between full-time and part-time employees in their job attitude and behaviors,

Research paper thumbnail of Online hotel reviews: Factors influencing how customers perceive their credibility and the likelihood of customer adoption

Applied Marketing Analytics, 2021

Research paper thumbnail of The Influence of Background Sounds, Physical Sounds, and Managers’ Proactive Customer Service Regarding Situational Sounds on Customer Satisfaction in the Restaurant Industry

Journal of Small Business Strategy

Research paper thumbnail of Mining online comments to understand customer satisfaction with hotel technologies: A comparison of hotels in Beijing and Washington, DC

Research paper thumbnail of An analysis of a third-party food delivery app during the COVID-19 pandemic

British Food Journal

PurposeThe study aims to analyze guest comments on the Uber Eats food delivery app (FDA) in the U... more PurposeThe study aims to analyze guest comments on the Uber Eats food delivery app (FDA) in the USA during the April–June 2020 COVID-19 pandemic lockdown period. Three aspects influencing customer satisfaction with the FDA were evaluated in this study: (1) performance on the app, (2) product quality and (3) service quality.Design/methodology/approachOne thousand customer comments posted on the Uber Eats Google Play app from April 1 to June 30, 2020 were analyzed in this study. The text mining technique was applied to discover the hidden, but meaningful patterns from the unstructured text. Content analysis was applied to systematically analyze the text into organized categories and themes.FindingsAmong the three dimensions evaluated in this study, the most important dimension regarding customers' perceptions toward the FDA was the service quality dimension (40.02%), followed by the FDA's performance dimension (39.43%) and the product quality dimension (20.54%) was least impor...

Research paper thumbnail of The relationship between casino corporate social responsibility and casino customer loyalty

Tourism Economics

Corporate social responsibility (CSR) has become a popular, and even expected, strategy for promo... more Corporate social responsibility (CSR) has become a popular, and even expected, strategy for promoting an organization’s public persona. CSR is particularly important in the casino industry since many customers associate the casino industry with negative images such as crime and drugs; therefore, casinos try to enhance their social image through CSR activities. This study investigated how casinos’ CSR activities (economic, legal, ethical, and philanthropic) influenced customer loyalty (CL). Partial Least Squares (PLS)-structural equation modeling analysis was used to examine the hypotheses on a sample of 251 casino’s customer in the United States. Results of this study showed that the dimensions of philanthropic and legal responsibilities had varying effects on CL. In contrast, economic and ethical responsibilities didn’t significantly affect CL.

Research paper thumbnail of Entry-level hospitality leaders' perceptions of which interpersonal communication skills are important to success and whether their college curriculum prepared them to be competent interpersonal communicators

Research paper thumbnail of Interpersonal communication skills and the young hospitality leader: are they prepared?

International Journal of Hospitality Management, Mar 1, 2013

Abstract Interpersonal communication is a skill that is crucial to successful leaders ( Brownell,... more Abstract Interpersonal communication is a skill that is crucial to successful leaders ( Brownell, 1992 , Scudder and Guinan, 1989 ); however, English et al. (2007) found that most college graduates tend to be deficient in these skills when entering the business world. In the service industry, a manager interpersonally communicates with guests, subordinates, peers, and superiors. In particular, a manager interpersonally communicates most often with their subordinates. The purpose of this study was to determine entry-level hospitality leaders’ perceptions of which interpersonal communication skills are important and whether their college curriculum prepared them to be competent interpersonal communicators when communicating with subordinates. The results indicated that participants believed that a lack of: (1) overall leadership experience, (2) exposure to dealing with a diverse audience, (3) giving feedback, and (4) dealing with confrontational situations contributed to why they rated the importance of all the interpersonal communication skills evaluated higher than their level of preparedness.

Research paper thumbnail of Perceptions of the Importance and Preparedness of Interpersonal Communication Skills of the Entry-Level Hospitality Leader: Implications for Hospitality Educators

Journal of Teaching in Travel & Tourism, 2013

Interpersonal communication is a skill that is crucial to successful leaders (Brownell, 1992;Scud... more Interpersonal communication is a skill that is crucial to successful leaders (Brownell, 1992;Scudder & Guinan, 1989) however, English, Manton, and Walker (2007) found that most college graduates tend to be deficient in these skills when entering the business world. In the service industry, leaders interpersonally communicate with many constituents. The purpose of this study was to determine entry-level hospitality leaders’ perceptions of which interpersonal communication skills are important and whether their college curriculum prepared them to be competent interpersonal communicators. Participants rated the importance of all interpersonal communication skills evaluated as higher than their level of preparedness. The results will aid educators in better determining more selective criteria on which to design curricula and learning outcomes for interpersonal communication so that graduates will be more prepared when entering the hospitality industry as entry-level leaders.