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In this paper, we examine how consumers’ reactions to the British Petrolium (BP) oil spill and their attitudes about the Gulf of Mexico as a tourism destination differ as a function of the respondents’ geographic location of residence and their past travel behavior. A survey conducted with 540 travelers and tourists, which began three weeks following the successful capping of the oil leak in the Gulf of Mexico, reveals that consumers’ reactions to the oil spill varied by geographic location and past travel behavior. In particular, consumers from the southeast region, when compared with the three other geographic regions we sampled, had more negative views regarding the oil spill on a number of dependent measures. We also found that individuals who traveled to Florida in the two years prior to the oil spill reported higher perceptions of environmental risk than those individuals who had not traveled to Florida during that same time frame. [ABSTRACT FROM AUTHOR]

Despite everyone’s best efforts, restaurant service falls short at times. In those situations, guests perceive a service failure, and many complain. This study of 513 guests in three U.S. markets examines the guest characteristics that seem to drive the channel used for those complaints. Using a framework of media richness theory, the study found that guests who are more educated, more likely to complain, more frustrated, and in need of greater information about the service failure will typically take their complaint directly to management, either face-to-face or via written communication. On the other hand, those who are less educated or less frustrated will instead complain to line staff or use corporate guest-comment cards. Some of these findings appear not to support media richness theory, as face-to-face complaints are the richest channel (whether to line staff or management). However, it appears that for this sample of restaurant guests, the idea of taking it to the top (both in person or in writing) is important, particularly for frustrated, educated guests. [ABSTRACT FROM AUTHOR]

Through the examination of 11 intact interuniversity research project teams, this study examines the relationship between team leaders, team members, their communication networks (represented as structural holes), and performance. The study shows that in the conduct of their work, the team leaders bridged more structural holes than team members. Although team leaders demonstrated a higher level of out-of-alliance performance, they did not demonstrate higher levels of individual performance on their teams (compared with team members). Furthermore, we examined the relationship between structural holes and both individual team member performance and overall team performance. Contrary to our expectations, bridging structural holes were not significantly related to individual team member performance but were negatively and significantly related to overall team performance, the effect of which came mainly from team members' effective size. [ABSTRACT FROM AUTHOR]

Purpose – A model of the relationships between individuals' perceptions of internet use and internet usage behaviors is presented and tested. The purpose of this paper is to propose that a lack of perceived responsiveness to on-line communication is positively related to individuals' general resistance to use the internet as a communication information exchange medium, termed general internet apprehensiveness (GIA). Perceptions of GIA are negatively associated with on-line information-seeking behavior, and positively associated with individuals' resistance to or fear of using the internet for on-line retail transactions, termed transactional internet apprehensiveness (TIA). Design/methodology/approach – College-aged students reported their attitudes about on-line information seeking, on-line purchasing, and their on-line information seeking and purchasing behaviors. The model presented is tested with path analysis to assess the variables' interrelationships. Findings – Ultimately, lack of responsiveness is positively related to GIA, GIA is negatively related to information-seeking behavior, and TIA is negatively related to consumers' on-line purchasing of goods and services. Research limitations/implications – The student sample used in this study prevents us from making broad-based generalizations. While students represent a large base of internet users and have been presented as a viable population to study in investigations for both academic audiences and marketing practitioners, future research will continue to benefit from more diverse samples of internet users. Practical implications – This study offers hospitality professionals a better understanding of the elements that inhibit or encourage on-line information seeking and purchasing behaviors. Originality/value – This paper further defines the socio-demographic factors that inhibit consumers from using the internet as both an information-sharing tool and purchasing medium. [ABSTRACT FROM AUTHOR]

A study of 63 Toronto restaurants found that certain attributes or amenities had a statistically significant effect on average check, as well as customers' ratings of decor and service quality. The features tested were offering catering, a dress code, late-night dining, live entertainment, outside seating, parking, smoking, take out, and some form of internet activity. Specifically, a dress code boosted check averages and improved ratings for decor, service, and food quality. Offering parking also boosted check averages. In contrast, offering takeout depressed check averages and reduced the ratings for decor. Offering a late-night menu had a significant negative effect on perceptions of food and service quality. The restaurant features offered most frequently were catering, takeout, and a smoking section. [ABSTRACT FROM PUBLISHER]

The authors report the results of a test of the construct validity of the Hinkin and Schriesheim (1989) scales based on the French and Raven (19569) power scales using a hospitality industry sample. In addtition, scales for subordinate self-percep tion of power were suggested and tested. The internal and external consistency of all scales was satisfactory and nomological expecations were met. Unanticipated relationships are discussed and explanations proffered. [ABSTRACT FROM PUBLISHER]