CV for Dr. Daniel J. Mount, CHA

1 CV for Dr. Daniel J. Mount, CHA University Affliation The Pennsylvania State University Associate Professor of Hospitality Management School of Hospitality Management Other affiliations Unifocus, Inc. Advisory Board Member Academic record Minnesota State - Mankato, Mankato, MN B.S. 1979 Major: Finance Minor: Economics Michigan State University, E. Lansing, MI M.B.A. 1991 Major: Hotel, Restaurant and Institutional Management Minor: Finance U.S. International University, San Diego, CA D.B.A. 1995 Major: International Business Occupational Record Educational experience The Pennsylvania State University, State College, PA, 1995-present Assistant Professor, 1995-2001 Associate Professor, 2001-present School of Hospitality Management College of Health and Human Development Have taught Lodging Operations I, Managerial Accounting, Hotel Internship, Hotel Management, Advanced Hotel Operations, Special Topics in Hotel Management, Service Management (graduate school) and International Hospitality Operations (graduate school). 1

2 U.S. International University, San Diego, CA, 1991-1995 Assistant Professor School of Hotel, Restaurant, and Tourism Management College of Business Administration Industry experience Atlas Hotels, Inc., San Diego, CA, 1988-1990 Managing Director, Hotel Palmilla, Los Cabos, Mexico Hotel Operations Manager, Hanalei Hotel, San Diego, CA Doubletree Hotels, Phoenix, AZ, 1987-1988 Rooms Division Director, Doubletree San Diego, San Diego, CA (New opening) Wilson Hotel Management Company, Memphis, TN, 1985-1987 Resident Manager, Breckenridge Hilton, Breckenridge, CO (New opening) Corporate Operations Analyst, Memphis, TN Holiday Corporation, Memphis, TN, 1979-1985 General Manager, Holiday Inn-NW, Fort Wayne, IN General Manager, Holiday Inn-NE, Milwaukee, WI General Manager, Holiday Inn-NW, Grand Forks, ND Controller, Holiday Inn-Downtown, Chicago, IL Management Development Program, Chicago, IL Assistant Controller, Holiday Inn-Downtown, Rochester, MN Consultant, 1991-present Client list: Marriott Int l. Facilitated management meetings on redesign of mail-out guest surveys. Sterling Research Group, Inc. Retained as a technical and hotel industry expert. Unifocus, Inc. Assisted in developing methodology for satisfaction surveys. Medallia, Inc. Reviewed survey development and design. Penn State Hospitality Services Assisted in design of guest satisfaction survey system. Provided statistical methods and data analysis. Candlewood Hotels Performed financial information flow analysis between property level and corporate office. Investigated management theft issue at one property. 2

3 Krupin, Greenbaum & O Brien Provided expert testimony in National Labor Relations Board hearing. Holiday Inns Worldwide Performed productivity reviews and established labor standards for 23 hotels in the Holiday Inn Western Region Grupo Posadas, SA de CV (Fiesta Americana Hotels) Consulted for Grupo Posadas for ten years. Have provided research and facilitated seminars on a number of issues. More information about this work is presented below. Shaner Hotel Group Have administered employee satisfaction survey for this hotel ownership group for eight years. Facilitated a seminar on leadership styles. New World Marketing Provided consulting services and assisted in locating management and financing for a hotel development project in the Altoona, PA area. State College Lodging, Inc. Provided a property review for a purchase proposal. Interstate Hotels, Inc. Completed General Manager satisfaction survey project. Marine Corps Community Services Facilitated seminars of employee satisfaction for club and lodge managers Mohegan Sun/Pocono Downs Assisted in developing customer service orientation and training programs Waterford Hotel Group Facilitated seminar on guest service and quality for 30 hotel managers Severn, Kresslein & O Connor Provided expert witness services for hotel management company defense Hyatt Select Provided GM/DOS satisfaction survey Woodfin Suites Provided advanced statistical analysis for employee and guest surveys Intrawest Hospitality Asset Management Company Provided advanced statistical analysis for employee surveys HFL Corp Provided operations consulting for group of three hotels Research and/or scholarly publications Articles published in refereed journals 3

4 Mount, D. J., & Schmidgall, R. S. An analysis of cash flow statements of hospitality corporations. The Journal of Hospitality Financial Management, 2(1): 3-12, 1992. Mount, D. J. A factor analysis of internal service constructs in the lodging industry: The employee factors. Hospitality Research Journal, 21(1): 193-210, 1997. Mount, D. J. A factor analysis of internal service constructs in the lodging industry: The management factors. Journal of International Hospitality, Leisure & Tourism Management, 1(2): 45-66, 1997. Mount, D. J. Introducing relativity to traditional importance-performance analysis. Hospitality Research Journal, 21(2): 111-119, 1997. Mount, D., & Wildes, V. The effect of structure on hospitality internship programs. Journal of Hospitality and Tourism Education, 9(4): 43-46, 1998 Oh, H., & Mount, D. Determining the importance of service performance units to the prediction of customer loyalty. Journal of International Hospitality, Leisure & Tourism Management, 1(3): 37-54, 1998. Mount, D., & Bartlett, A. The managerial role assessment survey (MRAS): Design and test of an instrument measuring Mintzberg's roles among hotel managers. Journal of Hospitality and Tourism Research, 23(2): 160-175, 1999. Sirakaya, E., Kerstetter, D., & Mount, D. Modeling the selection of high-customer contact personnel: An application of behavior decision-making theory. Journal of Hospitality and Tourism Research, 23(2): 139-159, 1999. Mount, D., & Sciarini, M. IPA and DSI: Enhancing the usefulness of student evaluation of teaching data. Journal of Hospitality and Tourism Education, 10(4): 8-15, 1999. Mount, D., & Back, K. A Factor analytic study of communication satisfaction in the lodging industry. Journal of Hospitality and Tourism Research, 23(4): 401-418, 1999. Mount, D., & Mattila, A. The final opportunity: The effectiveness of a customer relations call center in recovering hotel guests. Journal of Hospitality and Tourism Research, 24(4): 514-525, 2000. Mount, D., Determination of significant issues: Applying a quantitative method to importance-performance analysis. The Journal of Quality Assurance in Hospitality and Tourism, 1(3), 49-64, 2000. 4

5 Mount, D., & Mattila, A. Last chance to listen: Listening behaviors and their impact on call-center satisfaction. Journal of Hospitality and Tourism Research, 26(2), 124-137, 2002. Mount, D., & Bartlett, A. Development of a job satisfaction factor model for the lodging industry. Journal of Human Resources in Hospitality and Tourism, 1(1), 17-40, 2002. Fu, Y. & Mount, D. Older workers communication satisfaction in the lodging industry. Journal of Human Resources in Hospitality and Tourism, 1(1), 59-74, 2002. Mount, D. General manager perceptions of guest satisfaction measurement systems in the hotel industry. Journal of Quality Assurance in Hospitality and Tourism, (in press). Mattila, A., & Mount, D. The impact of selected customer characteristics and response time on e-complaint satisfaction and return intent. International Journal of Hospitality Management, 22, 135-145, 2003. Mattila, A., & Mount, D. The role of call centers in mollifying disgruntled guests. Cornell Hotel and Restaurant Quarterly, 44(4), 75-80. 2003. Namasivayam, K., & Mount, D. The relationship of work-family conflict and familywork conflict to job satisfaction. Journal of Hospitality and Tourism Research, 28(2), 242-250, 2004. Mount, D. General manager perceptions of guest satisfaction measurement systems in the hotel industry. Journal of Quality Assurance in Hospitality & Tourism, 5(1), 61-72, 2004 Mount, D., An empirical application of Quantitative Derived Importance-Performance Analysis (QDIPA) for employee satisfaction. Journal of Quality Assurance in Hospitality & Tourism. 6(1/2), 65-76, 2005. Mattila, A. & Mount, D. The impact of timeliness on complaint satisfaction in the context of call centers. Accepted in the Journal of Hospitality Leisure and Marketing. 14(3), 3-14, 2006 Mount, D. & Frye, W.D. The impact of hotel size and service type on employee job satisfaction. FIU Hospitality and Tourism Review, 24(1), 2006. Namasivayam, K., & Mount, D. A field investigation of the mediating effects of perceived fairness on the relationship between perceived control and consumer satisfaction. Journal of Hospitality and Tourism Research, 30(4), 494-506, 2006 5

6 Frye, W.D., & Mount, D. An examination of job satisfaction of General Managers based on hotel size and service type. Journal of Human Resources in Hospitality and Tourism, 6(2), 109-136, 2007. Mount, D. & Xiao, Q. The effectiveness of a brand call-center in revenue recovery for hospitality firms. Hospitality Financial Management, 15(1), 15-24, 2007. Fu, Y. & Mount, D. Hotel guests cumulative satisfaction updating process in the context of service failure and service recovery. International Journal of Hospitality & Tourism Administration. 8(1), 77-98, 2007 Noone, B., & Mount, D. The effect of price on return intentions: Do satisfaction and reward programme membership matter? Journal of Revenue and Pricing Management, 7(4), 357-370, 2008. Mount, D., & Mattila, A. The relationship of reliability and recovery to satisfaction and return intent at the hotel unit level. Journal of Quality Assurance in Hospitality and Tourism, 10(4), 301-309, 2009. Miao, L., Mattila, A., & Mount, D. Other consumers in service encounters: A scripttheoretical perspective, International Journal of Hospitality Management. 30(4), 933-941, 2011. Mount, D. Examining the service recovery paradox and double deviation by problem type in a large sample hotel study. Journal of Hotel and Business Management. 1(1), 102doi:10.4172/2169-0286.1000102, 2012. Mount, D. Putting the dollar signs on quality: The benefits of service recovery in the hotel industry. Journal of Quality Assurance in Hospitality and Tourism. 13(2), 152-163, 2012. Mount, D. Putting the dollar signs on quality: The cost of experienced problems in the hotel industry. International Journal of Hospitality and Tourism Administration, 14(1), 87-97, 2013. Parts of books Mount, D. Service quality management. In Woods, R., & King, J. (Eds.), Quality Leadership and Management in the Hospitality Industry. East Lansing, MI: Educational Institute. (in press, see letter of acceptance, pg. B-14) Articles published in non-refereed journals/proceedings 6

7 Mount, D. Determination of significant issues: Applying a quantitative method to importance-performance analysis. 1999 International CHRIE Convention Proceedings, 90-104, 1999. Consulting and Outreach Activities Hospitality Leadership Institute Mount, D. (invited speaker). Service quality 101. The U.S. Army Lodging Services Division annual meeting, New York City, NY, November, 1998. Mount, D. (invited facilitator). Operations performance improvement. The U.S. Army Lodging Services Division annual meeting, New York City, NY, November, 1999. Mount, D. (invited facilitator). Operations performance improvement. The U.S. Army Lodging Services Division Management Development Program, Alexandria, VA, December, 1999, (co-taught session with A. Bartlett). Mount, D. (invited facilitator). Operations performance improvement. The Breakers Resort Management Development Program, Palm Beach, FL, January, 2000. Mount, D. (invited facilitator). Front office operations. The U.S. Army Lodging Services Division Management Development Program, Alexandria, VA, May, 2000. Mount, D.J. (invited facilitator). Customer satisfaction. The U.S. Army Lodging Services Division Management Development Program, State College, PA, August, 2000 (co-taught session with E. Shafer & D. Wert). Mount, D. (invited facilitator). Operations performance improvement. The Breakers Resort Management Development Program, Palm Beach, FL, January, 2000-2001. Mount, D. (invited facilitator). Hotel operations. The U.S. Army Lodging Services Division Management Development Program, Alexandria, VA, May, 2000, State College, PA, May, 2001-2010. Mount, D. (invited facilitator). Customer satisfaction. The U.S. Army Lodging Services Division Management Development Program, State College, PA, 2000-2010. Mount, D. (invited facilitator). Quality Tools and Process Management. The U.S. Army Lodging Services Division Management Development Program, State College, PA, 2002-2009. 7

8 Mount, D. (invited facilitator) Customer Service for Supervisors. The U.S. Army Lodging Services Division Management Development Program, State College, PA, December, 2003 Mount, D. (Invited speaker). Creating Visible Customer Value, The U.S. Army Lodging Services Division annual meeting, New York City, NY, November, 2003. Mount, D. (invited facilitator). Service Quality and Cost Control, U. S. Navy Lodging, Orlando, FL, April, 2003, 2004, 2008. Mount, D. (invited facilitator). Internal Service Quality, Cost Control and Leadership, U.S. Navy Lodging, Orlando, FL, April, 2004. Mount, D. (invited facilitator). The Service-Profit Chain in the Marine Corps Club Management, U.S. Marine Corps-Western Region, San Diego, CA, June, 2005. Mount, D. (invited facilitator). The Service-Profit Chain in the Marine Corps Club Management, U.S. Marine Corps-Eastern Region, New River, NC, July, 2005. Mount, D. (invited facilitator). Customer Service. Schindler Elevator, State College, PA, 2007-2011. Mount, D. (invited facilitator). Customer Service. Parente Randolph, State College, PA, 2007-2012. Presentations Mount, D. (invited facilitator). Creating a vision. A workshop for corporate executives and property general managers of Posadas, USA, San Antonio, TX, December, 1993. Mount, D. (invited facilitator). Service breakthroughs: Part 1. A workshop for corporate executives and property general managers of Posadas, USA, South Padre Island, TX, May, 1994. Mount, D. (invited facilitator). Service breakthroughs: Part 2. A workshop for corporate executives and property general managers of Posadas, USA, Cancun, Mexico, December, 1994. Mount, D. (invited facilitator). Managing change. A workshop for corporate executives and property general managers of Posadas, USA, Merida, Mexico, December, 1995. 8

9 Mount, D. (invited facilitator). Decision-making. A workshop for corporate executives and property general managers of Posadas, USA, Veracruz, Mexico, December, 1996. Mount, D. (invited facilitator). Managerial role development. A workshop for corporate executives and property general managers of Posadas, USA, Acapulco, Mexico, December, 1997. Mount, D. (invited speaker). What is your service quality score: evaluating your operation from the customer's perspective. Penn State Food Service Leadership Institute, University Park, PA, July, 1998. Mount, D. (invited speaker). Service quality 101. The Hospitality Industry Consumer Task Force Meetings, Minneapolis, MN, October, 1998. Mount, D. (invited facilitator). Communication satisfaction. A workshop for corporate executives and property managers of Posadas, USA, Queretaro, Mexico, December, 1998. Mount, D. (invited facilitator). Revisiting service breakthroughs. A workshop for corporate executives and property managers of Posadas, USA, McAllen, TX, June, 1999. Mount, D. (invited speaker). The final opportunity: The effectiveness of a customer relations call center in recovering hotel guests. The Hospitality Industry Consumer Affairs Task Force Meetings, Phoenix, AZ, October, 1999. Mount, D. (invited facilitator). Action planning for employee satisfaction issues. A workshop for corporate executives and property managers of Posadas, USA, Los Cabos, Mexico, December, 1999. Mount, D. (invited panel member). Assessing hospitality management. A panel discussion on the development of management competencies. CHRIE Conference, New Orleans, LA, July, 2000. Mount, D. (invited speaker). The effects of training initiatives on call center satisfaction, intent to return and brand image. The Hospitality Industry Consumer Affairs Task Force Meetings, Dallas, TX, October, 2000. Mount, D. (invited speaker). Presented the results of the annual employee satisfaction survey conducted for Posadas, USA during their annual meetings in Queretaro, Mexico, December, 2001. 9

10 Mount, D. (invited speaker). Presented the results of the annual employee satisfaction survey conducted for Posadas, USA during their annual meetings in Queretaro, Mexico, December, 2002. Mount, D. (invited speaker). Presented a one-day session on service quality to Posadas, USA mid-managers conference during their meeting in Laredo, TX, July, 2002. Mount, D. (invited speaker) Driving customer loyalty in the B&B World. Pennsylvania Tourism and Lodging Association. Pittsburgh, PA, November, 2003. Mount, D. (invited speaker) Current research in hospitality, A workshop for hotel managers of Posadas, USA, S. Padre Island, TX, January, 2004 Mount, D. (invited speaker). Guest service. Presented to Vista Host General Managers. Memphis, TN, December 2006. Mount, D. (invited speaker). Trends in the Hotel Industry. Presented to U.S. Army Lodging Managers, Louisville, KY, August 2008. Mount, D., (invited speaker). Measuring and managing customer service. Presented to the Hospital Foodservice Administrators, State College, PA, 2007 and Palm Springs, CA, 2009. Mount, D. (invited speaker). Analyzing employee satisfaction survey results. Presented to Shaner Hotel Group General Managers and Director of Sales, Pittsburgh, PA, 2012. 10