Linchi Kwok, Ph.D.

Curbside pickup is a convenient service valued by both consumers and restaurants. Yet, it remains unclear what parts of the curbside pickup experiences matter most to restaurant customers – and how restaurants can deliver better service.  The Makeup of Consumers’ Restaurant Curbside Pickup Experiences According to the service encounter framework, consumers typically experience four phases in their “journey” with a restaurant curbside pickup service (Figure 1). They are  Information search experience during word-of-mouth encounter (e.g., browsing online reviews and products on the app) Ordering experience during function encounter (e.g., placing and tracking orders on the app or website) Pickup experience during distributor encounter (e.g., waiting for the order and interacting with the staff onsite) Food consumption experience during service results encounter (e.g., consuming the food) Inspiration for the Study It is unlikely that all four phases of service encounter experienc...

Many organizations delegate the HR department to manage their corporate social responsibility (CSR) initiatives, and sustainability is an incremental component of such efforts. However, an organization's sustainability efforts go beyond building a strong employment brand for current and prospective employees. It also affects a company's bottom line.  Hotels, for example, ensure guests continue to choose their property amongst the rest by providing great customer experiences, high-quality services, and a comfortable stay. Recently, another factor affecting travelers' hotel choice and perception of a hotel brand is on the rise in importance: sustainability. Sustainability is becoming a core focus as it has grown to be a make-or-break for brand images and reputations as their environmental impact comes to light. This brings in the question: How can hotels remain a strong competitor when adapting to the growing importance of sustainability practices within the industry? Sustain...

The hospitality industry is known for its fast-paced and ever-changing nature, but one of the biggest challenges it faces is high employee turnover. With long hours, demanding customers, and relatively low pay, many employees in this field leave for other opportunities, leading to significant costs in hiring and training new staff. This blog post will explore the critical role Human Resource (HR) Management plays in improving employee retention and engagement in hospitality. By looking at successful HR practices used by leaders in the Hospitality industry, we can see how focusing on employee satisfaction can reduce turnover and improve customer service and business outcomes.    Further, employee retention is not just about keeping staff around; it's about creating an environment where employees feel valued and supported. In the hospitality industry, where service is the core product, employee turnover can directly affect the guest experience. Constantly training new employees ...

In March 2024, Radisson Hotel Group inaugurated its first Diversity Week to celebrate its 70,000 employees representing more than 146 nationalities. Diversity Week is a global virtual event to learn, share, and advocate for Diversity, Equity, and Inclusion (DEI). This year’s event theme was “Inspire Inclusion,” as it concluded on International Women’s Day to reinforce the business commitment to provide a welcoming and inclusive workplace.   What is DEI? One of the main goals of the American Hotel & Lodging Association (AHLA) is to promote DEI in the hospitality industry worldwide. D iversity indicates that the organization embraces different cultural and social characteristics. E quity symbolizes fair treatment among employees. I nclusion reflects that staff members feel welcome in their jobs, no matter their identity. Although these three core pillars have been included in the mission statements of many hotel businesses in recent years, not many companies prioritize them or ac...

Employee well-being, a cornerstone of a healthy workplace and professional performance, has been significantly impacted by the COVID-19 pandemic. As we transition out of this crisis, it is of utmost importance to promptly evaluate the current state of hospitality employees’ well-being. This will enable managers to support those in need, underscoring our research's critical and timely nature, which will be reported here. The Empirical Study In collaboration with Dr. Bonhak Koo at Texas Tech University and Dr. Sohee Kim at the University of South Alabama, we published a study in the International Journal of Hospitality & Tourism Administration . We aimed to answer two research questions: RQ1 : To what extent can the well-being profiles of hospitality employees be identified? RQ2 : How do their well-being profiles relate to their motivation? The Research Design and The Sample We conceptualized our work using Seligman’s well-being theory (the PERMA model) and the self-dete...

When I signed up for the 2024 Thailand Collins College Study Abroad Program, I did not anticipate a life-changing experience. I had no expectations beyond learning how to cook Thai food in Thailand for course credits, and I had not researched much about studying abroad before the trip. However, during my time at Rajamangala University of Technology Thanyaburi ( RMUTT ), I immersed myself in Thai culture, gained new insights into the hospitality industry, and broadened my global perspective in a new environment. Participating in this study abroad program has significantly contributed to my academic journey, professional development, and personal growth.   Academic and Professional Enrichment at RMUTT The Faculty of Liberal Arts at RMUTT and Dr. Kwok organized an intensive educational program that provided us with a comprehensive overview of hospitality and tourism in Thailand, along with an introduction to Thai history, language, and culture. On campus, we attended lectures that del...