Sage Business & Managment

Glenn Withiam talks to Alex M. Susskind about his article "Guest Service Management and Processes in Restaurants: What We Have Learned in Fifty Years" published in Cornell Hospitality Quarterly November 2010.

Zella King discusses her article on contested terrain in careers in the special issue on Interdisciplinary Approaches to Contemporary Career Studies.

Glenn Withiam talks to Sean Way about his and co-authors, Michael Sturman and Carola Raab's article in the May 2010 issue of Cornell Hospitality Quarterly entitled, "What Matters More? Contrasting the Effects of Job Satisfaction and Service Climate on Hotel Food and Beverage Managers' Job Performance." This podcast discusses the concept that employee job satisfaction is a causal driver of employee job performance, customer satisfaction, and company performance.

Glenn Withiam talks to Tim Hinkin and Bruce Tracey about their article in the May 2010 issue of Cornell Hospitality Quarterly entitled, "What Makes It So Great? An Analysis of Human Resources Practices among Fortune's Best Companies to Work For." Although few hospitality organizations are listed in the annual survey of Fortune magazine's one hundred best companies to work for, an analysis of companies with similar operating challenges provides clear direction for hospitality and service companies' human resource practices. The authors discuss the study which examined twenty-one companies, including one food-service firm (Starbucks) and three hotel chains (Four Seasons, Kimpton, and Marriott).

Associate Editor, Gail Fairhurst, leads this insightful discussion on context of leadership with guest editors, John Antonakis and Bob Liden.

Organizations are currently facing the retirement of many older workers and the challenge of recruiting and retaining young talent. However, few studies have empirically substantiated generational differences in work values. This study examines the work values of a nationally representative sample of U.S. high school seniors in 1976, 1991, and 2006 (N = 16,507) representing Baby Boomers, Generation X (GenX), and Generation Me (GenMe, also known as GenY, or Millennials).In this podcast, Talya Bauer, Editor of Journal of Management and Jean Twenge, lead author discuss the results of this study.

Glenn Withiam talks to Michael McCall about his and co-author Clay Voorhees' article in the Feb 2010 issue of Cornell Hospitality Quarterly entitled, "The Drivers of Loyalty Program Success: An Organizing Framework and Research Agenda."Despite the proliferation of loyalty programs over the past three decades, evidence regarding their effectiveness in cementing customer loyalty remains mixed and often inconsistent. The current lack of understanding of what factors drive a successful loyalty program represents an important knowledge gap. This podcast addresses this question.