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Pages
- Title
- Assessment of physical workload, ergonomic problems and prevalence of pain among low wage hotel housekeepers in Orlando.
- Creator
-
Mammen, Rachel, Fyall, Alan, Severt, Denver, Sonmez, Sevil, University of Central Florida
- Abstract / Description
-
This research study examined the work conditions, ergonomic problems, and prevalence of pain among low wage hotel room cleaners in Orlando. In most hotels, the cleanliness of guestrooms is one of the most important service standards expected by customers. The role of the housekeeper is thus critical to service provision and hotel profitability. The hospitality industry is a major recruiter of low wage workers with the majority working in housekeeping departments. Due to the nature of the...
Show moreThis research study examined the work conditions, ergonomic problems, and prevalence of pain among low wage hotel room cleaners in Orlando. In most hotels, the cleanliness of guestrooms is one of the most important service standards expected by customers. The role of the housekeeper is thus critical to service provision and hotel profitability. The hospitality industry is a major recruiter of low wage workers with the majority working in housekeeping departments. Due to the nature of the research problem, a positivist quantitative approach was adopted although the survey instrument included space for qualitative comments to some of the latter open-ended questions. The survey instrument used in this study was adapted from validated survey instruments used in previous studies about the occupational health of hotel housekeepers.Data was collected from 177 hotel housekeepers. The local union of hotel housekeepers assisted with data collection from hotel housekeepers in local hotels in Orlando. The questions were specific and relevant to housekeeping department work conditions. An informed consent to participate was included in the survey to inform respondents about the voluntary nature of participation and the possibility of withdrawal from participation in the study was possible. Data was coded for entry in SPSS for subsequent analysis. Before starting analysis, the data was explored for incomplete surveys, errors and outliers. The scale of the data was compressed for better data analysis results. Descriptive statistical analysis was conducted to understand the sample collected. Furthermore, chi square and t-test was used to explore physical workload,ergonomic problems and prevalence of pain among housekeepers.
Show less - Date Issued
- 2017
- Identifier
- CFE0006621, ucf:51302
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0006621
- Title
- AN INVESTIGATION INTO HOTEL EMPLOYEES' PERCEPTION OF GREEN PRACTICES.
- Creator
-
Kim, Sun-Hwa, Okumus, Fevzi, University of Central Florida
- Abstract / Description
-
This study examined how employees of the hotel industry perceived green practices. Data was collected from 220 employees working in eight green certified hotels in Orlando. Research results revealed that performance levels of green practices implemented by hotels were lower than the importance levels of those same green practices as perceived by hotel employees. The results of the study illustrated that (1) the employees' perception regarding green practices was not different than one of...
Show moreThis study examined how employees of the hotel industry perceived green practices. Data was collected from 220 employees working in eight green certified hotels in Orlando. Research results revealed that performance levels of green practices implemented by hotels were lower than the importance levels of those same green practices as perceived by hotel employees. The results of the study illustrated that (1) the employees' perception regarding green practices was not different than one of hoteliers in terms of importance and performance, and (2) employees weighted the green practices that were beneficial to them as more important than green practices that required their behavior change. Also, a positive correlation between organizational commitment and green practices detected in this study which suggests that hotel organizations may anticipate positive ramifications of green practices in relation to HR approach when they embrace green practices. Unfortunately, employees' green perceptions at work were not generalized by their demographic characteristics, yet a number of considerable results were garnered from this study. These were (1) employees in operational departments were more green conscious than employees in other departments, (2) generation X was critical about green performance by the hotels, and (3) minorities showed more green concerns than other ethnicities. This study suggests that hotels need to spend more time and effort in communicating their green practice to employees. Training to improve green practices should be versatile and job-specific with strategies developed to motivate the employees to engage in green practices. Overall, this study proposes for hotels simply deploying green practices is not enough. They should carefully plan their green practices by training and motivating employees.
Show less - Date Issued
- 2009
- Identifier
- CFE0002908, ucf:47990
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0002908
- Title
- HOTEL MANAGER ATTITUDES TOWARD ENVIRONMENTAL SUSTAINABILITY PRACTICES: EMPIRICAL FINDINGS FROM HOTELS IN PHUKET, THAILAND.
- Creator
-
Saenyanupap, Sivika, Chen, Po-Ju, University of Central Florida
- Abstract / Description
-
ABSTRACT This study explored the attitudes of hotel managers in Phuket, Thailand, in an attempt to identify whether their attitudes influence their utilization of environmental sustainability practices. Due to the increasing number of visitors to Phuket, Thailand, the consumption of natural resources has increased in the region, causing serious environmental problems. A sustainable way forward is needed for the tourism industry in the region in order to maintain quality of service while...
Show moreABSTRACT This study explored the attitudes of hotel managers in Phuket, Thailand, in an attempt to identify whether their attitudes influence their utilization of environmental sustainability practices. Due to the increasing number of visitors to Phuket, Thailand, the consumption of natural resources has increased in the region, causing serious environmental problems. A sustainable way forward is needed for the tourism industry in the region in order to maintain quality of service while reducing environmental damage. The data analyzed in this study came from self-administered questionnaires that surveyed hotel managers in Phuket, Thailand, with a sample of 243 respondents. Research results revealed three dimensions of hotel manager attitude toward environmental sustainability practices, including operational management, social obligation, and sustainability strategy and policy. Furthermore, three constraints on the implementation of environmental management practices were identified: lack of support, perceived difficulty, and lack of demand. The attitudes of hotel managers regarding specific factors and barriers are also presented in this study. The results of this study show that hotel managers overall possess positive attitudes toward environmental sustainability practices. Finally, the findings reveal that hotel managers' attitudes toward sustainability practices depend on their social demographics, the type of hotel they operate, their degree of ownership of the hotel, whether or not their hotel was affected by the 2004 tsunami, and the year their hotel was built. The results of this study suggest that it is necessary for hotel managers to understand the importance of environmental sustainability practices because this understanding can help motivate them in implementing sustainability practices in their hotels. Furthermore, it can guide hotel managers when deciding which environmental policies are suitable for their hotels. Lastly, the study demonstrated that in order for hotels to become more sustainable, support is needed from government or hotel associations to provide education and training for the hotel managers.
Show less - Date Issued
- 2011
- Identifier
- CFE0003710, ucf:48821
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0003710
- Title
- Managerial process of discount decision-making in the lodging industry: The role of human agency.
- Creator
-
Lee, Seung Hyun, Croes, Robertico, Kwun, David, Rivera, Manuel, Sivo, Stephen, Bai, Xiucheng, University of Central Florida
- Abstract / Description
-
Management faces a paradox in managing discrepancies between actual demand and expected demand in daily operations, thereby requiring constant adjustments in pricing under the supervision of management in the short term. The purpose of this study is to determine how discount choices are created and to understand information processing related to the pricing and discounting decision-making process as well as narrating the events, stages, and cycles of choices made by hotel managers. This study...
Show moreManagement faces a paradox in managing discrepancies between actual demand and expected demand in daily operations, thereby requiring constant adjustments in pricing under the supervision of management in the short term. The purpose of this study is to determine how discount choices are created and to understand information processing related to the pricing and discounting decision-making process as well as narrating the events, stages, and cycles of choices made by hotel managers. This study also determines the role of human judgment based on contextual factors in the decision-making process. This mixed methods research design consists of three steps: observation, classification, and association. First, the observation stage includes the careful observation, documentation, and measurement of the phenomena within the social and institutional context through structured interviews with hotel managers. Second, abstractions are classified into categories based on the attributes of the phenomena. Information attributes are categorized into static and dynamic information, and the source of information is characterized in external and internal sources. Third, the association between the category-defining attributes and the outcome observed (discount or not) is explored using conjoint analysis. This last stage attempts to investigate not only the importance of information attributes, but also the role of social-, institution-, and human agency-related influences in managers' discounting decisions.The major findings of the study are as follows. First, habitual practices are identified to show how the classification of events, activities, and institutions are put into practice as managers have developed their own knowledge and practices over time. Such practices become routine over time when managers encounter a similar problem, disequilibrium. Conventions such as the (")less than 35 rule,(") the (")80:20 rule,(") the call around, following suit, and trial and error are manifestations of the coping strategy for the hamstrung complexity in the hospitality industry. Human agency and its perception of reality within a specific context infuse meaning into business practices. The critical role of managers is recognized in making discount decisions as they use a collection of complex patterns in the lodging industry to perceive meaningful patterns in the environment to make a final judgment.The focus on the process of discount decision making allows for detecting how environmental stimuli are watched by managers with deeply held views. Managers use certain rules and patterns to complete their information search. Hotel managers place different values on the information attributes in making a discount choice. The average importance of an attribute represents how important it is to managers when making their discount choices. The results indicate that managers consider the booking window to be the most preferred information, followed by competitors' room rates, the potential for cancelation, and occupancy rate.A discount choice is the product of human agency and social forces over time, distinct from the rational model. Different hotel operation structures and human agencies seek to make a difference in the process of discount decision making. Hotels in Road Warriors, which are smaller in size, are not located near major attractions but seem to fill the need for leisure travelers passing by the highways. Less competition exists because the regional area does not serve as a main attraction. These hotels in Road Warriors thus place great importance on the booking window and potential for cancellation when considering offering a discount. If they do not see enough reservations in the short term and foresee the potential for cancellation, hotels in Road Warriors tend to make a discount choice. These hotels do not seem to indulge in implementing other pricing strategies, but do drop the rate. Hotels in Stars in the Universe, which are larger in size and affiliated with chains/brands, are located near the main attractions (e.g., beach, downtown, or convention center). Hotels in Stars in the Universe consider the booking window to be the most critical information, followed by competitors' room rates, occupancy rate, and potential for cancellation. The extent of how much time is left before an arrival date serves as the most important piece of information in making a discount choice. These hotels emphasize knowledge of competitors' room rates as these hotels have many competitors around and consistently compete for more market shares in the area. Moreover, human agency, mostly grounded in industry tenure and age, determines how managers process discount choices. Market Movers consists of more experienced and educated, older, and predominantly male experts. These general managers, assistant general managers, or revenue managers have gained knowledge and know-how during their extended experience in the industry. Managers in Market Movers focus importance on the booking window, followed by competitors' room rates, occupancy rate, and potential for cancellation. They monitor bookings ahead of time and consider offering a discount as the arrival nears. Managers in Market Movers also show great concern for competitors' room rates. They compare their rates to competitors' in order to ensure that their own rates do not go over competitors' room rates. Managers in Entourage are considered to be younger, less experienced, and less educated. Most managers in Entourage work in marketing/sales or front desk/operations and tend to follow and attend to the industry leaders. These novices try several trials and make errors along the way, but become rising stars in the industry when their trial-and-error approach succeeds. Entourage's discount choice is influenced more by the booking window, followed by potential for cancellation, competitors' room rates, and occupancy rate. Managers in Entourage consider the booking window to be the most critical in making a discount choice, and they act quickly to offer a discount when an arrival date nears. They tend to respond to immediate changes in booking; thus, the potential for cancellation determines the discount choice among Entourage managers. The main theoretical contribution of this study is to demonstrate that managerial frameworks based on a rational premise are not complete. These frameworks should be complemented with a human judgment framework, which provides a richer account of how managers in the lodging industry approach complex price-setting situations. Managerial discounting decision making often falls short of the purely rational model for managers and is bounded by nature. Managers are not always rational in compiling and assessing information leading to discounting that is compatible with the accessibility to information and the computational capacity. The human judgment process, discovered and examined in this study, provides a richer understanding of the process of discounting in the lodging industry. This process is featured by a non-conscious processing of information; the retrieval of the information is based on associations of patterns; the context in which this processing occurs is high paced; and the outcome of the decision is imbued with judgments.In terms of managerial implications, this study enables hotel managers to learn under what conditions other managers consider making discount choices. Information attributes such as the booking window and competitors' room rates are thought to be more valuable than other information. Managers should observe booking windows carefully when making a discount choice. Managers should pay close attention to bookings more in advance so that they detect discrepancies between forecasting and reality in a timely manner. If so, managers can make operational adjustments to rate strategies by controlling not only room rates, but also length of stay (LOS) and channels. Limitations and suggestions for future research are also discussed.
Show less - Date Issued
- 2014
- Identifier
- CFE0005196, ucf:50645
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0005196
- Title
- The Role of Flow in Creating e-loyalty: The Case of Online Hotel Booking Websites.
- Creator
-
Bilgihan, Fehmi, Okumus, Fevzi, Nusair, Khaldoon, Kwun, David, Bai, Haiyan, Cobanoglu, Cihan, University of Central Florida
- Abstract / Description
-
This dissertation aims to examine the concept of (")online customer experience("), (")flow("), and its role in influencing online customers' loyalty to a hotel booking website. To achieve this aim, a model was developed, which proposed that online flow is generated by both hedonic and utilitarian website features. A model was developed based on literature review to measure the relationships between the constructs. To initiate this research, a survey approach was taken. After conducting a...
Show moreThis dissertation aims to examine the concept of (")online customer experience("), (")flow("), and its role in influencing online customers' loyalty to a hotel booking website. To achieve this aim, a model was developed, which proposed that online flow is generated by both hedonic and utilitarian website features. A model was developed based on literature review to measure the relationships between the constructs. To initiate this research, a survey approach was taken. After conducting a pilot study, a marketing company was contacted to distribute the link for the online questionnaire. Five hundred and eleven (511) questionnaires were completed by guests who booked a hotel room online. Participants completed the self-administered online questionnaire by answering questions related to their last hotel booking experience. Study results found that hedonic and utilitarian website features affect the flow experience positively. Results highlight that hedonic website features has a stronger effect on the flow experience compared to utilitarian ones. In addition, the results revealed that hedonic features positively impact brand equity and utilitarian features impact trust towards the hotel booking website. Further, both trust and brand equity have significant and positive relationship with e-loyalty. However, according to study results, flow experience does not have a direct significant effect on e-loyalty. The study findings suggest that consumers who are able to achieve a state of flow while shopping online will perceive higher brand equity and trust. Therefore, their perceptions of the brand are improved. With enhanced levels of trust and brand equity, consumers are more likely to build bonds and stay loyal to the hotel booking website. It is important to note that enhancing the brand equity and trust via hedonic and utilitarian website features is important to increase loyalty because flow experience does not directly influence loyalty. This study contributes to existing research on flow experience in several ways. Firstly, it developed and tested a model with precursors of flow experience in e-commerce by establishing a link between website features and flow experience. Antecedents and consequences of flow experience can help researchers understand when this experience occurs and what to expect from this optimal experience in online environments. Thus, this study makes a contribution to the existing literature by examining the effects of features of the website on flow experience. It is worth noting that in the model, hedonic website features had the largest impact on flow experience. This is particularly an important contribution, considering that precious related research examined variables such as attractiveness, novelty, playfulness, personal innovativeness, content of the website, interactivity, teleperesence and perceived ease of use as the precursors of flow experience, but they have not examined the website characteristics that derives from shopping orientations. Study results can give hotel booking website designers and marketers a better understanding of the online consumer experiences and loyalty.
Show less - Date Issued
- 2012
- Identifier
- CFE0004519, ucf:49293
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0004519
- Title
- The Florida East Coast Hotel System.
- Creator
-
Florida East Coast Railway, PALMM (Project), Florida East Coast Hotel System
- Abstract / Description
-
Travel brochure illustrated with period photographs of hotels owned by the Florida East Coast Hotel System accompanied by pictures of available activities in the surrounding areas. Compare with the very similar brochure of the same title dated 1895.
- Date Issued
- 1897
- Identifier
- AAB9287QF00009/02/200511/14/200612477BfamIa D0QF, FHP C UCF 2005-08-03, FCLA url 20051204xOCLC, 75964211, CF00001711, 2583450, ucf:19235
- Format
- E-book
- PURL
- http://purl.flvc.org/fcla/tc/fhp/CF00001711.jpg
- Title
- The Florida East Coast Hotel System.
- Creator
-
Florida East Coast Hotel System, Florida East Coast Railway, PALMM (Project)
- Abstract / Description
-
Travel brochure featuring period photographs of hotels held by the East Coast Hotel System as well as activities available in the surrounding areas.
- Date Issued
- 1895
- Identifier
- AAB9286QF00009/02/200511/13/200613958BfamIa D0QF, FHP C UCF 2005-08-03, FCLA url 20060328xOCLC, 75956574, CF00001720, 2584437, ucf:19676
- Format
- E-book
- PURL
- http://purl.flvc.org/fcla/tc/fhp/CF00001720.jpg
- Title
- COLLEGE STUDENTS' ATTITUDES TOWARDS GREEN HOTEL PRACTICES.
- Creator
-
Perez, Elvis, Kaufman, Tammie, University of Central Florida
- Abstract / Description
-
This research was conducted to discover college students' attitude towards green hotel practices and will be helpful to the hospitality industry to help focus their marketing efforts Based on the survey correlations between variables it appears that the people who use green practices at home are more aware of green practices when staying at a hotels. Implementing green practices into hotels will help the environment and also create a positive brand image and loyalty from guests. The movement...
Show moreThis research was conducted to discover college students' attitude towards green hotel practices and will be helpful to the hospitality industry to help focus their marketing efforts Based on the survey correlations between variables it appears that the people who use green practices at home are more aware of green practices when staying at a hotels. Implementing green practices into hotels will help the environment and also create a positive brand image and loyalty from guests. The movement of "Green" benefits everyone: the employer, the employees, and the guests.
Show less - Date Issued
- 2013
- Identifier
- CFH0004424, ucf:45100
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFH0004424
- Title
- GENERAL MANAGERS‟ PERCEPTIONS OF CORPORATE SOCIAL RESPONSIBILITY IN FLORIDA HOTELS.
- Creator
-
Holcomb, Judith, Pizam, Abraham, University of Central Florida
- Abstract / Description
-
The objective of the study was to identify and measure the magnitude of the gap that may exist between the corporate level Corporate Social Responsibility (CSR) culture and its ensuing policies and their equivalent at the property level. This gap was hypothesized to be a function of a number of personal characteristics of the General Managers (GMs) coupled with the organizational profile of the hotel. The data were collected via an online survey based on a CSR scale developed by Turker (2009)...
Show moreThe objective of the study was to identify and measure the magnitude of the gap that may exist between the corporate level Corporate Social Responsibility (CSR) culture and its ensuing policies and their equivalent at the property level. This gap was hypothesized to be a function of a number of personal characteristics of the General Managers (GMs) coupled with the organizational profile of the hotel. The data were collected via an online survey based on a CSR scale developed by Turker (2009) in combination with other original and previously used smaller scales. The study‟s population consisted of general managers of hotels that were managed by a corporate office and were members of the Central Florida Hotel and Lodging Association and the Florida Restaurant and Lodging Association. In total, 564 hotel GMs were contacted by email by their perspective associations and invited to participate in the study. A total of 123 surveys were returned which equated to a 22% response rate. The results indicated that the gaps for all factors were very small. This suggested that based on the GMs‟ perceptions, there was not much variation between their corporations‟ CSR policies and their properties‟ CSR policies. Hence, because of this small variation, it can be speculated that, in this study, hotel GMs were committed to follow precisely the corporate CSR policies and initiatives at their property levels. Notwithstanding the above, the results supported three hypotheses as follows: (a) the more GMs were involved in the community, the less they were committed to CSR policies relating to the government; (b) the more hours per week GMs spent in community volunteerism, the higher was their commitment to overall CSR policies; and c) the higher was the demonstrated commitment of GMs to their corporation‟s CSR policy regarding responsibility to employees, the more they were rewarded through non-monetary perceived personal success. This study and its ensuing results were of significant importance to the general CSR body of knowledge and unique in terms of their contribution to CSR in the hotel industry. The practical implication from this study was that it sets a number of benchmarks relating to CSR corporate and property level policies and initiatives in a given sector of the hotel industry. In addition, due to the fact that few, if any, gaps were found between the corporate and property level cultures, corporate officers can at least feel fairly comfortable that from the GMs‟ perspectives, CSR initiatives are being implemented at the property level in accordance with corporate policy.
Show less - Date Issued
- 2010
- Identifier
- CFE0003466, ucf:48960
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0003466
- Title
- DISCOUNTING: AN EMPIRICAL JUSTIFICATION FOR ITS VALUE IN THE LODGING INDUSTRY.
- Creator
-
Semrad, Kelly, Croes, Robertico, University of Central Florida
- Abstract / Description
-
The central focus of this study is to provide an empirical explanation regarding the efficacy of the managerial expectation formation process as it contributes to the understanding of discounting room rates as a rational strategic phenomenon in the lodging industry. The study assesses the nature of the relationship between discounting hotel room rates and hotel financial performance when considering the non-stationary conditions of a time series data set. The study was rooted in an...
Show moreThe central focus of this study is to provide an empirical explanation regarding the efficacy of the managerial expectation formation process as it contributes to the understanding of discounting room rates as a rational strategic phenomenon in the lodging industry. The study assesses the nature of the relationship between discounting hotel room rates and hotel financial performance when considering the non-stationary conditions of a time series data set. The study was rooted in an operational based perspective with regard to the challenges presented by the perishable nature of room night sales - the loss of which may impact a managerÂÂ's fundamental responsibility: to generate maximum revenue from the existing hotel room capacity. Of critical importance to this study is whether the incremental use of discounting room rates could work to correct for temporal periods of decreased demand and thus increase short-term hotel financial performance. There is limited research regarding the empirical relationship between discounting room rates and hotel financial performance, as well as the internal process that a hotel manager uses to determine an accurate room rate that corresponds to seasonal lodging market demand conditions. An empirical foundation for this practice is lacking in the extant hospitality literature. Literature reveals that, although the lodging industry commonly incorporates discounting as a pricing strategy, recent research implies that high occupancy levels at discounted room rates do not necessarily lead to an increase in hotel financial performance. The contrast then between what is practiced and the recommendations from pricing strategy studies has led to lack of consistent agreement in current lodging literature regarding how discounting of hotel room rates relates to hotel financial performance. This study is at the forefront in its use of the methodological procedures that support a theoretical framework capable of providing explanations regarding managersÂÂ' internal process of discounting as an effective pricing strategy that could compensate for times of decreased room demand. An econometric case study research design was used in conjunction with a cointegration analysis and an error correction model (none of which are otherwise appropriated as assessment tools in the lodging industry). These applications provide a means to understand the expectation formation process of managersÂÂ' room price setting strategies. They also assess the empirical nature of the relationship between the variables by accounting for the erratic variations of room demand over time as induced by random error fluctuations. A non-deterministic system was assumed and supported through the analysis of the stationarity conditions of the time series data set under investigation. The distinguishing characteristics of a dynamic system that are recognized as traits of the lodging industry are further supported by the theoretical framework of the rational expectations theory and the cobweb model. The results of the study are based on secondary financial data sets that were provided by a midscale independently owned leisure hotel in the Orlando, FL market and that is located on Walt Disney World property. The results of this study delineate from the current normative economic recommendation based on descriptive research that claims discounting hotel room rates does not increase hotel financial performance. The current study does not draw an association between the variables from the presupposition of a deterministic marketplace, nor does it recommend to managers to hold a constant average daily rate over time. Based on the findings of the statistical procedures performed and the theoretical framework, the study contends that previous research may have incorrectly modeled room price expectations; elected to use inappropriate statistical tests; and, therefore, may have entertained misleading conclusions regarding the relationship between discounting of hotel room rates and hotel financial performance. Through use of an error correction model, the major findings of this study imply several concepts: that residuals may be treated as a variable within the studyÂÂ's model in order to better understand the short run dynamics that may lead to equilibrium correcting room price positions over the long run of time; that discounting room rates works in the short run; and, that managers use a rational price setting strategy to set future room rates. All of the aforementioned concepts fall within accordance of the rational expectations theory. The study concludes that while the constant room rate adjustments observed in the lodging industry may display what appears to be a random structure that deviates from the expected systematic, or stable, financial performance of a hotel over time, the deviations in performance are actually a rhythmic synthesized process of market information from past and current times. Hence, hotel managers appear to be using a backward looking model to forwardly project optimal room rates to match uncertain consumer demand. The empirical assessment employed in this study supports this determination.
Show less - Date Issued
- 2010
- Identifier
- CFE0003430, ucf:48411
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0003430
- Title
- Determinants of continuance intention and word of mouth for hotel branded mobile app users.
- Creator
-
Cobos, Liza, Wang, Youcheng, Kaufman, Tammie, Okumus, Fevzi, University of Central Florida
- Abstract / Description
-
This study examined the cognitive and affective factors that influence users' post-adoption behavioral intention. Specifically, based on the Expectation Confirmation Model (ECM) (Bhattacherjee, 2001b) the impact of cognitive factors (i.e., perceived usefulness, confirmation of expectations, mobility, personalization and responsiveness) and affective factors (i.e., satisfaction, perceived enjoyment) on hotel branded mobile applications (apps) users' continuance intention and WOM were examined....
Show moreThis study examined the cognitive and affective factors that influence users' post-adoption behavioral intention. Specifically, based on the Expectation Confirmation Model (ECM) (Bhattacherjee, 2001b) the impact of cognitive factors (i.e., perceived usefulness, confirmation of expectations, mobility, personalization and responsiveness) and affective factors (i.e., satisfaction, perceived enjoyment) on hotel branded mobile applications (apps) users' continuance intention and WOM were examined. Hospitality firms invest considerable resources on technology solutions that are aimed at improving the consumer experience. However, for investments to be profitable firms must ensure that technology solutions are continuously used and ensure post-adoptive behaviors such as continuance intention and WOM. Data for the study were collected from 550 hotel branded mobile app users. After data were collected and cleaned, Partial Least-Square Structural Equation Modeling (PLS-SEM) was used to analyze the data. The results of the structural model indicated that continuance intention and WOM were directly influenced by satisfaction and perceived enjoyment; with satisfaction exerting the most influence on continuance intention. Conversely, perceived enjoyment was most influential to WOM. All cognitive factors were found to influence satisfaction and enjoyment, except for responsiveness and perceived usefulness. The results show that contextual factors have a more significant impact than previously established constructs. The results of the study allow hoteliers and hospitality technology consultants to identify the influential factors impacting post-adoptive behaviors. The study extends the literature on post-adoptive behavior and the ECM by including context specific factors (i.e. perceived mobility, personalization and responsiveness). This study contributes to the scare literature in the lodging industry literature examining users' evaluations of mobile apps and post-adoptive behaviors in the hospitality industry. The study adds to the post-adoptive behavior literature by adding WOM as a second outcome to continuance intention. The treatment of contextual factors in this study, allowed to show the impact technology characteristics have on technology post-adoption.
Show less - Date Issued
- 2017
- Identifier
- CFE0006868, ucf:51743
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0006868
- Title
- A visit to Florida, February 1870: Florida revisited after thiry years, 1897 & 1902.
- Creator
-
Browne, Alice E., PALMM (Project)
- Abstract / Description
-
Handwritten text in prebound ledger book describing three trips from New York to Florida. Includes many commercially produced pictures as well as sketches by the author.
- Date Issued
- 1902
- Date Created
- 1902
- Identifier
- AAB6389QF00001/19/200508/04/200516415BftmIa D0QF, FHP C CF 2005-01-19, huc30801, huc3080102, FCLA url 20050208xOCLC, 58801269, CF00001670, 2578650, ucf:26124
- Format
- E-book
- PURL
- http://purl.flvc.org/fcla/tc/fhp/CF00001670.jpg
- Title
- Album of Florida & West Indies hotels.
- Creator
-
Davis & Campbell (Miami Beach, Fla.), PALMM (Project)
- Abstract / Description
-
Provides photographic views, with accompanying text, of hotel exteriors and interiors, including lobbies, dining rooms, beaches, pools, golf courses, parks, etc. Two airlines are also mentionned. Rate book contains an index, brief profiles of the cities and many advertisements for local businesses.
- Date Issued
- 1938
- Identifier
- AAA6242QF00004/30/200312/30/200321877BfamIa D0QF, ONICF150- 10, FHP C CF 2003-04-30, FCLA url 20031224xOCLC, 53965980, CF00001593, 2568626, ucf:12300
- Format
- E-book
- PURL
- http://purl.flvc.org/fcla/tc/fhp/CF00001593.jpg
- Title
- Florida east coast.
- Creator
-
PALMM (Project)
- Abstract / Description
-
Booklet produced by the Flagler Company describing destinations in Florida.
- Date Issued
- 1937
- Identifier
- AAB6364QF00001/18/200505/17/200719395BfamIa D0QF, FHP C CF 2005-01-19, FCLA url 20050208xOCLC, 58803605, CF00001687, 2579910, ucf:18311
- Format
- E-book
- PURL
- http://purl.flvc.org/fcla/tc/fhp/CF00001687.jpg
- Title
- Florida east coast: where the same sun shines on cottage and castle.
- Creator
-
PALMM (Project)
- Abstract / Description
-
Commercial booklet distributed by the Florida East Coast Railway describing attractions in Florida including the Flagler hotels.
- Date Issued
- 19??
- Identifier
- AAB6366QF00001/18/200509/08/200512664BfamIa D0QF, FHP C CF 2005-01-19, FCLA url 20050906xOCLC, 61451725, CF00001682, 2579488, ucf:18143
- Format
- E-book
- PURL
- http://purl.flvc.org/fcla/tc/fhp/CF00001682.jpg
- Title
- Hotel Polk, Haines City Florida.
- Creator
-
PALMM (Project)
- Abstract / Description
-
Small brochure promoting the Hotel Polk (built in 1926) and recreational activities in Haines City.
- Date Issued
- 1928
- Identifier
- AAC3723QF00002/02/200706/21/200714812BnamI D0QF, FHP C CF 2007-02-02, FIPS12105, FCLA url 20070528xOCLC, 144756897, CF00001746, 2704279, ucf:19980
- Format
- E-book
- PURL
- http://purl.flvc.org/fcla/tc/fhp/CF00001746.jpg
- Title
- Comparing Self-Service Technologies and Human Interaction Services in the Hotel Industry.
- Creator
-
Park, Soona, Kwun, David, Park, Jeong-Yeol, Bufquin, Diego, University of Central Florida
- Abstract / Description
-
Due to the development of technology, one of the major trends in the hospitality industry is service migration from human interaction services (HISs) to self-service technologies (SSTs). Therefore, it is important to examine customers service perceptions based on two different service provisions: SSTs and HISs. This study investigated similarities and differences between SST and HIS customer service perceptions based on several service quality dimensions, their effects on customer...
Show moreDue to the development of technology, one of the major trends in the hospitality industry is service migration from human interaction services (HISs) to self-service technologies (SSTs). Therefore, it is important to examine customers service perceptions based on two different service provisions: SSTs and HISs. This study investigated similarities and differences between SST and HIS customer service perceptions based on several service quality dimensions, their effects on customer satisfaction and service loyalty in the hotel industry. Initially, this study conceptualized the service quality dimensions with six major dimensions (i.e., reliability, responsiveness, tangibles, competence, efficiency, and enjoyment) and hypothesized to have a positive influence on customers satisfaction, and subsequently, on service loyalty. A total of 275 useable responses were collected through an online self-administrative survey on Qualtrics. The results indicated that the service quality for SST and HIS customers could be evaluated through three major factors: interactive quality, tangibles, and enjoyment. Overall, interactive quality and enjoyment had a significant effect on customer satisfaction and service loyalty, while tangibles showed a direct impact on service loyalty. In addition, hotel customers had a higher level of interactive quality and service loyalty when they received service from HISs. On the other hand, hotel customers tended to show a higher level of enjoyment when they receive service from SSTs. This study contributes theoretical implications as it suggests the service quality framework that can be applied to both SST and HIS service settings. Furthermore, this study provides hotel managers with a comprehensive understanding of customer service perceptions towards SSTs in contrast to HISs.
Show less - Date Issued
- 2018
- Identifier
- CFE0007071, ucf:51988
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0007071
- Title
- The effects of Japanese Ryokan attributes on perceived values and purchase intention.
- Creator
-
Karakawa, Ryuichi, Kwun, David, Hara, Tadayuki, Kang, Juhee, University of Central Florida
- Abstract / Description
-
The increasing demand for spa and hot spring resorts, particularly within the luxury markets, provides an opportunity for new types of accommodations. This study focused on Ryokan which is described as traditional Japanese hotels with hot springs. Despite the recent trend of expanding Japanese Ryokans in the global market, most extant research had only focused on perceptions of customers who have experienced Ryokans. Therefore, this study explored what attributes of Japanese Ryokans are...
Show moreThe increasing demand for spa and hot spring resorts, particularly within the luxury markets, provides an opportunity for new types of accommodations. This study focused on Ryokan which is described as traditional Japanese hotels with hot springs. Despite the recent trend of expanding Japanese Ryokans in the global market, most extant research had only focused on perceptions of customers who have experienced Ryokans. Therefore, this study explored what attributes of Japanese Ryokans are important to potential customers and to what extent these attributes could enhance perceived values toward Japanese Ryokans. A total of 983 usable responses were collected through an online self-administrative survey on Qualtrics.The results of this study identified four major dimensions of Japanese Ryokan's attributes (i.e., hotel attributes, hot springs and spas, Japanese servicescape, and Japanese culture) and two major dimensions of perceived value (i.e., functional (&) hedonic value and symbolic (&) financial value). Overall, Japanese servicescape, Japanese culture, and hot springs and spas had a significant positive effect on both value dimensions, while hotel attributes positively related to functional (&) hedonic value. In addition, the two dimensions of perceived value significantly mediated the relationship between Ryokan attribute dimensions and purchase intention.This study contributes to the theoretical foundation in the lodging literature by identifying dimensions of Japanese Ryokan attributes which reflect the unique characteristics of Japanese Ryokans within the luxury hot spring hotel/ resort context. Furthermore, the results of this study revealed potential consumers' value perceptions toward luxury Japanese Ryokans and their effects on purchase intention. Overall, this study provided useful guidelines for Japanese Ryokans to create value-based marketing strategies.
Show less - Date Issued
- 2019
- Identifier
- CFE0007473, ucf:52663
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0007473
- Title
- The Relationship Between Perceived Personal Fairness, Social Fairness, Hotel Cancellation Policies and Consumer Patronage.
- Creator
-
Smith, Scott, Parsa, Haragopal, Chen, Po-Ju, Nusair, Khaldoon, Robinson, Edward, Schwartz, Zvi, University of Central Florida
- Abstract / Description
-
The objective of the study was to examine the relationships between the concepts of personal fairness and social fairness and hotel cancellation policies. These relationships will be explored using the framework of Prospect Theory in terms of consumer patronage (willingness-to-purchase and word-of-mouth).This study includes a brief history of the development of the lodging industry in the United States from inns and taverns to the modern hotel industry that is a critical sector of the...
Show moreThe objective of the study was to examine the relationships between the concepts of personal fairness and social fairness and hotel cancellation policies. These relationships will be explored using the framework of Prospect Theory in terms of consumer patronage (willingness-to-purchase and word-of-mouth).This study includes a brief history of the development of the lodging industry in the United States from inns and taverns to the modern hotel industry that is a critical sector of the hospitality and tourism economy. Current statistics are provided regarding the U.S. and Central Florida hotel industry in order to provide both a national and local economic perspective. The study also provides relevant statistics regarding U.S. domestic traveller information.The included literature review consists of concepts of mental accounting theory, economic utility theory, prospect theory, personal fairness, social fairness, and consumer patronage. The study also discusses how the lodging industry is unique in its implementation of reservation cancellation policies when compared against other industries. Research regarding merchandise return policies is also discussed here. The study was designed to investigate three separate components of both personal and social fairness. The first component investigated the effects of hotel rate price increases and discounts on personal fairness when compared against an existing reference price. The second component studied the perceptions of social fairness on three established hotel cancellation policies. The third component introduces a treatment of distributive and procedural fairness violations as a moderator to observe the effects on consumer patronage for the same three hotel cancellation policies. The data were collected from 415 hotel guests staying in Central Florida hotels near the Orlando international airport using an experimental method which provided different written scenarios regarding hotel pricing and three different hotel cancellation policies. The data was then analyzed using Analysis of Variance (ANOVA) and Tukey's Post Hoc test to provide results that allowed the comparison of effects on each in terms of consumer patronage. The study results indicated that that price increases against established reference prices had a significant negative effect on consumer patronage whereas discounts of the same magnitude had a significant effect only in the middle range. Included smaller and large discounts did not have a significant effect on consumer patronage outside of the middle range. The study results also indicated that there was significant difference in consumer patronage between an Open cancellation policy and a 48 Hour Cancellation Policy. There is a significant difference in consumer patronage when a No Refund policy is compared against both the Open Cancellation Policy and the 48 Hour Cancellation Policy. The study results also show that a violation of either Distributive Fairness or Procedural Fairness has a significant negative effect on consumer patronage for both an Open Cancellation policy and 48 Hour Cancellation Policy. However, when Distributive Fairness or Procedural Fairness violations are introduced as a moderator, there is no significant effect on a No Refund Cancellation Policy.The study and its ensuing results are of importance to the academic community in that it provides additional scholarly support to both Prospect Theory and the theory of mental accounting and the roles that each plays in consumer behavior. From an industry practitioner perspective, the current results provide insight into hotel consumer's attitudes regarding rate increases/ discounts and the implementation of the three different hotel cancelation policies. The results can be utilized to provide justification and guidance in altering or establishing hotel cancellation policies that hotel consumers consider to be fair.
Show less - Date Issued
- 2012
- Identifier
- CFE0004269, ucf:49508
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0004269
- Title
- AN EXAMINATION OF CONSUMER EXPERIENCE AND RELATIVE EFFECTS ON CONSUMER VALUES.
- Creator
-
Walls, Andrew, Wang, Youcheng, University of Central Florida
- Abstract / Description
-
In the ever changing business climate, the service sector has become a major focus of attention. One key aspect of this competitive environment is the effort of many businesses to differentiate themselves by creating unique customer experiences that accompany their products and services. The challenge to creating memorable consumer experiences is the proper identification of specific characteristics that influence experiences and gaining better understanding of how these impact consumers...
Show moreIn the ever changing business climate, the service sector has become a major focus of attention. One key aspect of this competitive environment is the effort of many businesses to differentiate themselves by creating unique customer experiences that accompany their products and services. The challenge to creating memorable consumer experiences is the proper identification of specific characteristics that influence experiences and gaining better understanding of how these impact consumers perceived values. To this end, this study attempted to develop a model that identifies influencing dimensions of consumer experiences and investigates the composition of consumer experiences and the relative outcome on consumer's perceived values in a hospitality setting. To facilitate this research objective, a model was presented which proposed that consumer experiences are composed of both physical and human interaction characteristics. The consumer's perspective of these characteristics, and hence the actual service experience, are affected by situational factors and individual characteristic which in return impact perceived emotive and cognitive values. A set of propositions are presented based on the model and literature review to measure the relationship between these factors. To initiate this research, an intercept survey approach was taken. Four hundred sixty-two (462) surveys were completed by hotel guests staying in one of three market segments in Orlando, FL. Participants completed the self-administered survey by answering questions concerning their current stay experience relating to physical environment, human encounters, trip-related factors, individual characteristics, and perceived values. Overall, the results found that trip-related factors and individual characteristics affect perceptions of physical environment and human interactions consumer experiences during their hotel stay. In addition, the results revealed that both physical environment and human interactions have significant and positive relationship with perceived values. These results can give lodging managers a better understanding of the composition of consumer experiences and how these events influence perceived values.
Show less - Date Issued
- 2009
- Identifier
- CFE0002760, ucf:48136
- Format
- Document (PDF)
- PURL
- http://purl.flvc.org/ucf/fd/CFE0002760
