0830-1600

EuroCHRIE Board Meeting (by invitation)
Council Chamber, Ormond Building, Manchester, M15 6BG

0830-1730

Certification in Hotel Industry Analytics Train-the-Trainer Workshop
Sponsored by STR Global SHARE Centre
Steve Hood
Room C2.02, Righton Building, Manchester, M15 6BG

Download the workshop description

Contact: Steve Hood - SHood@str.com

1300-1700

The HOTS Simulation Train-the-Trainer Workshop offered by the Total Simulator Company
Sponsored by The Total Simulator Company
Phillip Marston & Michael James
C2.03, Righton Building, Manchester, M15 6BG

1800-1900

First Time Attendee Reception and Registration sponsored by EuroCHRIE
Sponsored by EuroCHRIE
Benzie Building, Manchester, M15 6ED

1900-2000

Welcome Reception and Registration sponsored by Manchester City Council
Sponsored by Manchester City Council
Benzie Building, Manchester, M15 6ED

2030

Holland House EuroCHRIE Reception sponsored by Association Dutch Hotel Management Schools
Sponsored by Association Dutch Hotel Management Schools
Revolution Bar, 90-94 Oxford Road, Manchester, M1 5WH

0800-0900

Refreshments and Registration
The Market Place

Opening Address

0900-0930

Opening Address
Dr Kevin Nield, EuroCHRIE President
Dr Maureen Brookes, ICHRIE President
Jane Randall, Head of Visitor Economy, Visit Manchester
Dr Steven Rhoden, Conference Chair
Grand Ballroom

Keynote Speaker

0930-1030

Keynote: B. Joseph Pine II
Hospitality and Tourism in today’s Experience Economy
Co-Author of The Experience Economy
Sponsored by Hollings Faculty, MMU
Grand Ballroom

1030-1100

Refreshments
The Market Place

Keynote Speaker

1100-1200

Keynote: Andrea Torrance
Vice President, Operations Support, Americas, FRHI
Return on ‘Guest’ Experience
Sponsored by Institute of Hospitality
Grand Ballroom

1200-1330

Networking Lunch and Posters
The Market Place

Poster Presentations:

Sports travelers: Destination image and loyalty
Deborah Breiter & Asli Tasci

The importance of mentoring: Are we failing our female hospitality management students?
Sheryl F. Kline

Antecedent and consequence of hospitality employees’ cultural competency: core self-evaluations and customer service orientation
Jung Hoon (Jay) Lee, Mel Weber & Alleah Crawford

The importance of knowledge transfer within the hotel chain internationalisation
Michael Papaioannou

How does the physical environment influence customer experience in upscale restaurants?
Alexandra Shakhgaleyeva & Ivan Ninov

Added people planet profit value of local food products for a tourism destination
Sarah Seidel

Using value-based communication to nudge hospitality entrepreneurs to show better sustainable behaviour in using certification schemes for their accommodation
Femke A. Vrenegoor

Sponsored Workshop

1330-1700

Hotel Business Acumen Instructor (HBAi) Workshop
Room: 7
Certification offered by REDGlobal
Peter Starks & Heidi Anaya

Parallel Paper Presentations

Theme: Consumer
Room: 1
Moderator: Deborah Johnson

1330-1400

Multisensory and authentic experience of Food Tourism as a differentiation factor for tourism destination marketing
Anna Stalmirska, Peter A. Whalley & Paul E. Fallon

1400-1430

An experiential ethnography of the meaning and experience of participation in cyclosportives (long distance cycling events)
Graham Berridge

1430-1500

A mixed methods phenomenological investigation into the construction of event meaning: the BMX racing events case
Jeff Papis

Theme: Management
Room: 2
Moderator: Seán T. Ruane

1330-1400

Big data in hospitality - The struggle for definition
Anna Stalmirska, Peter A. Whalley & Paul E. Fallon

1400-1430

The impact of Generation Y on the hospitality industry: A case study of a Norwegian hotel
Thor F. Halvorsen, Clare N. Hindley & Beverley R. Wilson-Wünsch

1430-1500

The contextual antecedents of emotional labour of holiday representatives: An observational study
Georgiana Busoi, Alisha Ali & Katherine Gardiner

Theme: Technologies
Room: 3
Moderator: Fred Mayo

1330-1400

From cost savings to experience enhancement: The evolving role of self-service technologies
Wei Wei & Edwin Torres

1400-1430

Revenue Management and Booking Channels: using conjoint analysis to optimise OTA commission percentage
Jean-Pierre van der Rest, Paolo Cordella, Gerard Loosschilder & Zvi Schwartz

1430-1500

Antecedents of eCRM Success: A Study of the Hotel Industry in Thailand
Vimolboon Cherapanukorn & Haiyan Song

Theme: Sustainable
Room: 4
Moderator: Elizabeth Barber

1330-1400

Carbon offsetting schemes - Responsible Tourism behaviour: Issues and challenges in the 21st Century
Argyro Velonaki & Chris Stone

1400-1430

Climate-friendly hospitality and circular economy
Robert Schønrock Nielsen

1430-1500

The integration of menu engineering as a revenue management experience In Total Enterprise Restaurant
Bernard McEvoy & David Martin

Theme: Technologies
Room: 6
Moderator: Olga Kampaxi

1330-1400

The moderating effect of long-term orientation on experience economy in augmented reality adoption
Timothy Jung, M. Claudia tom Dieck, Hyunae Lee & Namho Chung

1400-1430

Exploring the use of smartphone applications in hospitality and tourism marketing: Experience economy perspective
Yu-Chih Huang & Lan Lan Chang

1430-1500

PageRank grade evaluation of independent Slovenian restaurant websites
Mitja Petelin, Helena Cvikl & Miha Lesjak

Theme: Consumer
Room: 8
Moderator: Ralf Burbach

1330-1400

The impact of service recovery on customer satisfaction and customer loyalty: The case of airline industry
Reza Etemad-Sajadi & Laura Bohrer

1400-1430

An empirical investigation on five-star airline service quality, customer satisfaction, and customer loyalty: Comparison between business class customers and economy class customers
Titipong Rerngrittirong

1430-1500

Unraffeling the power of customer delight
Jeroen J.T. Bosman & Daphne Dekker

1500-1530

Refreshments
The Market Place

Sponsored Workshop

1530-1600

Changing the Learning Landscape in Hospitality Higher Education with Technology: The KP Compass Gamified Online Learning Platform Advantage
Room: 3
Nai Wang & Lisa Assante
President and Founder, KP Education Systems

Parallel Paper Presentations

Theme: Consumer
Room: 1
Moderator: Susan Fournier

1530-1600

Communication and climate applications
Denis Rudd, Richard Mills & Denis Rudd II

1600-1630

A preliminary comparison of experience and service quality dimensions on customer outcomes in hospitality and tourism
Lori Sipe & Mark Testa

1630-1700

Customer satisfaction and loyalty in airline industry
Reza Etemad-Sajadi & Laura Bohrer

Theme: Education
Room: 2
Moderator: Shane Blum

1530-1600

Venturing into new learning space: The case of Saxion's Hospitality Expedition
Bastienne Bernasco & Brenda Groen

1600-1630

Assurance of learning for academic programs in tourism and hospitality management
Elizabeth Barber

1630-1700

Reflection of teaching entrepreneurship to tourism and hospitality students
Fernando Lourenço

Theme: Management
Room: 4
Moderator: Marianna Sigala

1530-1600

Destination marketing theory and practice – ducks or rabbits?
John Heeley

1600-1630

Hotel eCRM competence and performance evaluation: A case study in the Hong Kong hotel industry
Bruce Tsui & Norman Au

1630-1700

U.S. bed and breakfast entrepreneurs: Expectations and attitudes
Alleah Crawford

Theme: Sustainable
Room: 6
Moderator: Joseph Roevens

1530-1600

Explore factors that influence residents’ subjective well-being
Ruiying (Raine) Cai, Christina Chi & Yongfen Li

1600-1630

Circular Economy as an accelerator for sustainable experiences in the hospitality and tourism industry
Arjan van Rheede

1630-1700

Sustainable Tourism? Understanding the tourist market of two Italian parks: An experience-based approach
Federica Montaguti & Erica Mingotto

Human Trafficking Awareness Sessiontainable
Room: 8

1600-1700

Maureen Brookes, Angela Roper & Alexandros Paraskevas

1815

Manchester United Networking Reception
Board coach outside the Lowry Hotel

1830

Coach Departs Lowry Hotel

1900

Reception and Complimentary Tour of Old Trafford Stadium

2100
2130
2200

Coaches depart for the Lowry Hotel

0800-0900

Refreshments and Day Delegate Registration
The Market Place

Workshop

0900-1030

Qualitative Data Analysis Workshop
Room: 7
Elizabeth Ineson, Seán Ruane, Melanie Smith, Matthew Yap, Marianna Sigala & Edwin Torres

Parallel Paper Presentations

Theme: Consumer
Room: 1
Moderator: Florian Aubke

0900-0930

Tourism image: A holistic experiential view
Suh-hee Choi & Liping Cai

0930-1000

Understanding destination choice from a cultural distance perspective
Hongbo Liu, Xiang (Robert) Li, David Cardenas & Yang Yang

1000-1030

Using the framework of experience economy to explore cultural tourism experience
Lan Lan Chang, Yu Chih Huang & Kenneth Backman

Theme: Consumer
Room: 2
Moderator: Mary Jo Dolansinski

0900-0930

The experience patterns: Understanding flow and immersion interplay during a holiday
Isabelle Frochot & Statia Elliot

0930-1000

The memorable tourism experience scale (MTS’e) analysis through cooking class package from number of hotels in Ubud, Bali
Cut Kesuma Pahlufi, Ni Putu Sartika Sari & Agung Permana Budi

1000-1030

Depictions of culture: The case of tourists’ guidebooks
Henrik Vejlgaard

Theme: Consumer
Room: 3
Moderator: Bert Smit

0900-0930

The Life Style Hub: Using design thinking to develop a new hotel concept
Xander Lub, René Rijnders & Laura Niño Caceres

0930-1000

Service Experience Dimensions in Asian Hospitality: A Case Study of Hotels in Thailand and Hong Kong
Manisa Piuchan & Loretta Pang

1000-1030

Service Quality, Service Fairness and Customer Satisfaction: Examples Drawn from Asia’s Hotel Industry
Jiwon Ava Seo

Theme: Education
Room: 4
Moderator: Titipong Rerngrittirong

0900-0930

Intercultural competence, global citizenship or cosmopolitanism? No Tower of Babel if hospitality educators join forces
Kim Meijer, Anne Keizer, Armand Odekerken & Ankie Hoefnagels

0930-1000

Preparing postgraduate hospitality students for international career success: A virtual intercultural team work initiative across three European hospitality education institutions
Judie Gannon, Zaida Rodrigo & Ricard Santoma

1000-1030

A global hospitality and tourism classroom experience without leaving home
Cynthia S Deale

Theme: Management
Room: 6
Moderator: Jean-Pierre van der Rest

0900-0930

A macro econometric model for forecasting the hotel-room night demand: The case of Switzerland
Giuliano Bianchi

0930-1000

The loyalty ladder: Fifteen years of hotel loyalty research
Sarah Tanford

1000-1030

Improving the hotel employees experience will help retain then... it’s not rocket science, it’s common sense!
Anthony Brien

Theme: Management
Room: 8
Moderator: Geoff Maree

0900-0930

The influence of experience economy theory on frontline managers - An exploratory study
Claire Forder

0930-1000

The effect of familiarity and self-efficacy on value co-creation process in the dining experience
Jin Young Im & Hailin Qu

1000-1030

The material management of the restaurant experience: A Malaysian case study of DINESCAPE application in an Indonesian themed environment
Farah Adibah Che Ishak & Philip Crang

1030-1100

Refreshments
The Market Place

Keynote Speaker

1100-1200

Keynote: Professor Kaye Chon
“Innovations and Leadership in Hospitality and Tourism”
Dean of School/Chair Professor of Hotel & Tourism Management, Hong Kong Polytechnic University
Grand Ballroom

EuroCHRIE Annual General Meeting

1100-1200

• Best PhD Student Paper Award
• CABI Best Poster
• REDGlobal University Challenge Award
• EuroCHRIE AGM
• Dr Maureen Brookes, ICHRIE President: ICHRIE 2020 Strategic Plan: what does it mean for EuroCHRIE members?

Grand Ballroom

1300-1400

Lunch and Networking
The Market Place

Poster Presentations:

Destination and country images differentiated by tourism destination experience
Suh-Hee Choi & Liping A. Cai

The future of hotel leadership competencies
Mary Jo Dolasinski

Service learning: Practical implications and pedagogical reflexion
Stefan Dressler & Florian Aubke

Factors effecting “Eating Out” experiences of the elderly: A comparative approach from USA and Turkey
Mehmet Ergul, Emine Aksoydan & Colin Johnson

An experiential approach to teaching event planning
Deborah Fowler & Shane Blum

Going all in: The memories business mindset
Lori Sipe

Sponsored Workshop

1400-1600

REDGlobal Career Academy: Developing, writing and using case studies for educational purposes
Room: 7
Marianna Sigala, Elizabeth M. Ineson, Susan Fournier, Robert M. O' Halloran & Brian King

Parallel Paper Presentations

Theme: Consumer
Room: 1
Moderator: Nancy Scanlon

1400-1430

Spectator attendance at sport events: A South African experience
Deborah Johnson & Susina Jooste

1430-1500

An Opera House reimagined: Social inclusion and audience development at London’s Royal Opera House
Adrian Guachalla

1500-1530

Do you hear the people sing? The case of Catholic processions in Macau
Ubaldino Couto

1530-1600

An investigation into event experience and design within agricultural shows
Caroline Westwood

1600-1630

Customer emotions throughout the vacation experience: The momentary and enduring effects of guest affect
Edwin Torres & Wei Wei

Theme: Education
Room: 2
Moderator: Bastienne Bernasco

1400-1430

Technology as a teaching aid - a blended learning approach to restaurant service training
Andrew Langford

1430-1500

The iPad in the classroom: Lessons learnt
Olga Kampaxi

1500-1530

Innovation for education; international transfers of knowledge – further developments of a prototype assessment system
Susan Moulding & Federica Montaguti

1530-1600

Experiential learning in the production process of Turkish Pekmez
Alissa Folendorf, Mehmet Ergul, Colin Johnson & Jale Boga Robertson

1600-1630

An experiential approach to teaching event planning
Deborah Fowler & Shane Blum

Theme: Management
Room: 3
Moderator: Isabelle Frochot

1400-1430

Importance of customer relationship management, innovation and corporate entrepreneurship in organizational performance
Hsin-Hui (Sunny) Hu, Hsin-Yi Hu & H. G. Parsa

1430-1500

Proactive helping behavior in hospitality - a new measure and a test of a preliminary model
Steffan Raub

1500-1530

Connecting on a higher level: The mediating effect of Ideological Contracts on the CSR-Employee Engagement relationship
Xander Lub, Brenda Groen, Ekaterina Pushkarskaya & Meike Niebuhr

1530-1600

From marketing to managing a destination: The potential of collaborative revenue management
Henri Koukkanen

1600-1630

Millennial feedback in food service: Analysis of three ways to assess customer satisfaction
D. Kay Jarrell, Susan Gregory & Frederic B. Mayo

Theme: Management
Room: 4
Moderator: Seth Lewis

1400-1430

3D printing and co-creation of value for the visitor experience in museums and art galleries
M. Claudia tom Dieck & Timothy Jung

1430-1500

Towards an understanding of managing service quality and the UK music festival experience
Alyssa Brown

1500-1530

Design for zoo experience: Benchmarking the common denominators of successful zoo experiences
Bert Smit

1530-1600

Towards 'Strategic Event Creation'; a step change for marketing events
Phil Crowther

1600-1630

Relationships among tourist loyalty dimensions: The effect of tourism experience
Suh-hee Choi, Ying (Tracy) Lu & Liping Cai

Theme: Management
Room: 6
Moderator: Maureen Brookes

1400-1430

Creating experiences in hotels and spas: The significance of culture and religion
Clare Hindley, Melanie Smith & Sarah Winter

1430-1500

Promotions in franchises: Do the inter-organizational agreements influence firm internal labour market?
Evelina Gillard & Thorsten Merkle

1500-1530

Toward an experience innovation canvas: A tool for senior management teams leading experience organizations
Lori Sipe & Mark Testa

1530-1600

Casino workplace bullying in Macau
Matthew H. T. Yap, Candy M. F. Tang & Ioanna Karanikola

1600-1630

A leadership construct for the casino and gaming industry based on the leadership style of Dennis Gomes
Joseph Tormey

Theme: Sustainable
Room: 8
Moderator: Arjan van Rheede

1400-1430

Cycles of enchantment and meaning: Exploring US tourists' photographic experiences of Ireland
Seán Ruane

1430-1500

Miami, Florida: A City at risk of slipping back into the sea
Nancy Scanlon & Xiaochan Wu

1500-1530

Reviewing place image and attachment literature in the context of resident support
Min Gurung, Roya Rahimi & Erdogan Ekiz

1530-1600

Do hotels’ recently emerging amenities and sustainability practices lead to guests’ price premium and loyalty?
Woody Kim

1600-1630

General values and organic wine endorsement: An empirical assessment
Imran Rahman & Dennis Reynolds

Evening Social Event

1600-1630

Gala Drinks Reception
The Market Place

1900-1930

Gala Drinks Reception
The Market Place

1930-2230

Gala Dinner and Awards Evening
Grand Ballroom

0800-0900

Refreshments and Day Delegate Registration
The Market Place

Parallel Paper Presentations

Theme: Consumer
Room: 1
Moderator: Anthony Brien

0900-0930

Creating the customer experience through eWOM: The role of docility and its determinants in restaurant selection
Paola Ossola, Daniele Grechi & Thorsten Merkle

0930-1000

Experiencing collaborative consumption: An exploratory research on the rise of the sharing economy in the hospitality industry
Willy Legrand, Franziska Meier & Philip Sloan

1000-1030

Experiencing hospitality: An exploratory study on the experiential dimensions of hospitality
Ruth Pijls-Hoekstra, Brenda Groen, Mirjam Galetzka & Ad Pruyn

1030-1100

Café Culture - insights into customer experiences of hospitality in a commercial setting
David Egan, Helen Egan & Jenny Cockill

Theme: Consumer
Room: 2
Moderator: Yu Chih Huang

0900-0930

Improving elderly social well-being through hospitality: The interface between service, social interaction, satisfaction and quality of Life
Xuan Lorna Wang & Levent Altinay

0930-1000

Marketing strategy of the food industry, menu suggestion in the global market - case study of Japanese manufacturers
Miki Michihata

1000-1030

From product line manufacturing to services conception: How service design thinking may improve customer experience in the hospitality industry?
Gaetan Talens, Philomene Bayet-Robert & Bernard Ruffieux

Theme: Education
Room: 3
Moderator: Elizabeth Ineson

0900-0930

The internship experience: Bridging theory and practice
Joy Goopio

0930-1000

Experiencing the design thinking process in hospitality education, a case study
Bas Jansen, Mark Spoor, Xander Lub & Geoff Marée

1000-1030

Embodied leadership with tango: An experiential form to learn leading and following that makes pedagogical sense!
Joseph Roevens

1030-1100

Teaching experience in North Korea
Linas Pucinskas

Theme: Management
Room: 4
Moderator: Dr Ankie Hoefnagels

0900-0930

Predictors of relationship quality for Cretan SME hotel organisations
Paraskevi Fountoulaki & Tim Knowles

0930-1000

Relationship between the tourists’ place attachment, satisfaction and loyalty: Diversity preference as a media
Feng Zhu, Jiangzhe Wang & Wei Chen

1000-1030

Adding power to empowerment: The importance of personalisation and interactional justice during service delivery and recovery
Mark Pluymaekers, Laura Brand, Anike Edwards, Johanna Jansen, Jessica Romeijn, Oliver Schäfer, Van Qian & Armand Odekerken

Theme: Management
Room: 6
Moderator: Dr Wei Wei

0900-0930

Adult education and employee training in the hotel industry in Nigeria
Tewo V. Bakare

0930-1000

Engaging stakeholders to co-create memorable city hospitality: Residents’ motives and personas
Jan Huizing & Josje van der Wielen

1000-1030

Tourism competitiveness and the role of government: The case of Central America
Marketa Kubickova & Robertico Croes

Theme: Technologies
Room: 8
Moderator: Henri Kuokkanen

0900-0930

The impact of interaction and ubiquity on trust, benefits, and enjoyment in social media continuance use
Timothy Jung, M. Claudia tom Dieck & Namho Chung

0930-1000

Enhancing customer experiences through social customer relationship management: Practical implications in tourism and hospitality
Marianna Sigala

1000-1030

The brand-land relationship in the online experiential communication: The origin-based products
Lea Iaia, Amedeo Maizza, Federica Cavallo & Monica Fait

Workshop

1000-1100

Careers Fair Workshop
Room: 7
Creating productive student and industry connections
Lea Dopson, John Self & Ben Dewald

1000-1100

Refreshments
The Market Place

1130-1230

14th APacCHRIE Conference 2016
Dusit Thani College, Thailand

Keynote Speaker:

Keynote: Steve Hood
“Experiential Learning in Hospitality and Tourism”
Senior Vice President Research/Founding Director of STR Global SHARE Center
Grand Ballroom

Closing Plenary

1230-1245

Closing Plenary
Dr Steven Rhoden, Conference Chair
Dr Kevin Nield EuroCHRIE President
Grand Ballroom

1245-1400

Lunch and Networking
The Market Place