Papers by Wanda M. Costen
Journal of Unconventional Parks Tourism Recreation Research, 2012
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International Journal of Diversity in Organisations Communities and Nations, 2006
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Journal of Human Resources in Hospitality and Tourism, 2008
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Schole a Journal of Leisure Studies and Recreation Education, 2011
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Unlv Gaming Research Review Journal, 2003
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Journal of Human Resources in Hospitality Tourism, Oct 12, 2008
Ethnic minorities are underrepresented in hotel management. Ethnic minorities are not excluded fr... more Ethnic minorities are underrepresented in hotel management. Ethnic minorities are not excluded from all management positions, just those that are considered crucial to the business. With inclusionary closure, ethnic minorities are given access to management positions in peripheral departments instead of those with key financial responsibilities. Demographic and career history data from 5549 hotel managers in 552 properties are used to access inclusionary closure as a process of new-racism and the creation of racialized jobs. Ethnic minorities had the least representation in positions that are critical in hotel operations, and we found evidence that job racialization, or the channeling of minorities into peripheral management positions, may be occurring in hotel management. This study's findings challenge the perceived progress of ethnic minorities in hotel management in the post-Civil Rights era in the specific context of hotel management.
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Journal of Human Resources in Hospitality Tourism, 2007
In the foodservice industry, customer service is a key performance indicator. This performance in... more In the foodservice industry, customer service is a key performance indicator. This performance indicator comprises two components: a core aspect (food quality) and a relationship aspect (personality of the server). This paper explores the role of personality and its influence on the relationship aspect of customer service. In particular, the authors examine the significance of the agreeableness personality trait on
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Journal of Hospitality & Tourism Research, 2014
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Encyclopedia of Sports Management and Marketing, 2011
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... specific tourism products such as film tourism (eg, Beeton, 2005; Hudson and Ritchie, 2006), ... more ... specific tourism products such as film tourism (eg, Beeton, 2005; Hudson and Ritchie, 2006), ... however, it remains to been seen what moderating factors may influence motivation's affect on attachment (eg, a person's affective attitude/image of the destination) and whether this ...
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Journal of Human Resources in Hospitality & Tourism, 2002
Ethnic minorities are underrepresented in hotel management. Ethnic minorities are not excluded fr... more Ethnic minorities are underrepresented in hotel management. Ethnic minorities are not excluded from all management positions, just those that are considered crucial to the business. With inclusionary closure, ethnic minorities are given access to management positions in peripheral departments instead of those with key financial responsibilities. Demographic and career history data from 5549 hotel managers in 552 properties are used to access inclusionary closure as a process of new-racism and the creation of racialized jobs. Ethnic minorities had the least representation in positions that are critical in hotel operations, and we found evidence that job racialization, or the channeling of minorities into peripheral management positions, may be occurring in hotel management. This study's findings challenge the perceived progress of ethnic minorities in hotel management in the post-Civil Rights era in the specific context of hotel management.
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Journal of Human Resources in Hospitality & Tourism, 2011
There is a tremendous amount of literature that explores the relationship between employee job sa... more There is a tremendous amount of literature that explores the relationship between employee job satisfaction and intent to stay. Similarly, recent research in the area of human resources has focused on the impact of human resources practices on various organizational outcomes. In this article the authors explore the relationships between training and development, and employee job satisfaction, loyalty, and intent
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Journal of Human Resources in Hospitality & Tourism, 2006
Hotels and other hospitality organizations use customer service as a key indicator of operational... more Hotels and other hospitality organizations use customer service as a key indicator of operational performance. This paper explores the literature on customer service and presents a theoretical framework for measuring employee customer service orientation. The authors also offer recommendations for practical application using the personality traits of Agreeableness, Conscientiousness and Extroversion (ACE) as positive predictors of customer service orientation during
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Journal of Human Resources in Hospitality & Tourism, 2007
In the foodservice industry, customer service is a key performance indicator. This performance in... more In the foodservice industry, customer service is a key performance indicator. This performance indicator comprises two components: a core aspect (food quality) and a relationship aspect (personality of the server). This paper explores the role of personality and its influence on the relationship aspect of customer service. In particular, the authors examine the significance of the agreeableness personality trait on
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Journal of Human Resources in Hospitality & Tourism, 2010
Employee development is the process of providing employees with opportunities to grow within an o... more Employee development is the process of providing employees with opportunities to grow within an organization. While there is much research conducted on the value of training, there is little scholarship conducted on developing employees to prepare them for positions of greater responsibility. Given the high turnover prevalent in the hospitality industry, and the cost of this turnover, it is imperative
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Journal of Hospitality, Leisure, Sport & Tourism Education, 2013
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Journal of Hospitality Marketing & Management, 2012
Atmospherics are an underresearched, yet important aspect of restaurant performance. This study t... more Atmospherics are an underresearched, yet important aspect of restaurant performance. This study takes an exploratory approach to measurement development, by conceptualizing a social capital scale to measure homophily in five different restaurant settings, and all three traditional meal periods. A national sample of 1,220 restaurant-goers was obtained, and a unidimensional construct reflecting homophily was found overall; for breakfast and lunch
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Journal of Foodservice Business Research, 2010
Over the years, those studying the restaurant industry have attempted to accurately assess what e... more Over the years, those studying the restaurant industry have attempted to accurately assess what expectations are most important to restaurant patrons. The results have been centered on the domains of food, service, and atmosphere. This research adds the domain of social connectedness and homophily to the model. A scale to accurately and efficiently measure these concepts was created utilizing both
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The phenomenon of the glass ceiling is examined through the lenses of macro-organizational and so... more The phenomenon of the glass ceiling is examined through the lenses of macro-organizational and sociological theory. Presented are several theoretical bases for viewing the glass ceiling and its perpetuation as the consequences of U.S. history, the distribution of capital among its people, the actions of the powerful that help them retain power, and the reality that the majority of the powerful have White maleness in common.
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Papers by Wanda M. Costen