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Comparing Self-Service Technologies and Human Interaction Services in the Hotel Industry
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.
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Date Issued
2018
Identifier
CFE0007071, ucf:51988
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0007071
The effects of Japanese Ryokan attributes on perceived values and purchase intention
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.
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Date Issued
2019
Identifier
CFE0007473, ucf:52663
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0007473
How does Jay-customer Affect Employee Job Stress and Job Satisfaction?
Title
How does Jay-customer Affect Employee Job Stress and Job Satisfaction?.
Creator
Kim, Gawon, Ro, Hee Jung, Kwun, David, Hutchinson, Joe, University of Central Florida
Abstract / Description
Guest-contact employees interact with various types of customers, and they are often exposed to stressful conditions caused by the deviant, or jay-customers. The purpose of this study is to examine how jay-customer behaviors (customer incivility and customer aggression) affect employees' job stress, and consequently, job satisfaction. Surveys of 210 participants, currently working as guest-contact employees in the hospitality industry, were analyzed for the study. The results of hierarchical...
Show moreGuest-contact employees interact with various types of customers, and they are often exposed to stressful conditions caused by the deviant, or jay-customers. The purpose of this study is to examine how jay-customer behaviors (customer incivility and customer aggression) affect employees' job stress, and consequently, job satisfaction. Surveys of 210 participants, currently working as guest-contact employees in the hospitality industry, were analyzed for the study. The results of hierarchical multiple regression analyses show a positive relationship between the experience of customer incivility and employees' job stress. Additionally, the results indicate a full mediation effect of employees' job stress on the relationship between customer incivility and employees' job satisfaction. Unfortunately, the study was not able to analyze customer aggression, because the majority of the participants did not report customer aggression. The findings of this study make a contribution to the hospitality service management literature by providing empirical evidence of customer incivility and its negative impact on guest-contact employees. Hospitality managers should acknowledge the existence of jay-customer behaviors and recognize their significant impact on employees' job stress and job satisfaction.
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Date Issued
2012
Identifier
CFE0004563, ucf:49223
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004563
The Effects of Corporate Social Responsibility on Service Recovery Evaluations in Casual Dining Restaurants.
Title
The Effects of Corporate Social Responsibility on Service Recovery Evaluations in Casual Dining Restaurants.
Creator
Albus, Heidi, Ro, Hee Jung, Parsa, Haragopal, Kwun, David, University of Central Florida
Abstract / Description
This study examined the effects of Corporate Social Responsibility (CSR) on service recovery in terms of customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. More specifically, this study proposed that CSR will have a halo effect on negative service recovery incidents and mitigate the adverse effects of the poor recovery. An experimental study consisting of a 3x2 between subjects factorial design was used. Three CSR conditions (positive,...
Show moreThis study examined the effects of Corporate Social Responsibility (CSR) on service recovery in terms of customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. More specifically, this study proposed that CSR will have a halo effect on negative service recovery incidents and mitigate the adverse effects of the poor recovery. An experimental study consisting of a 3x2 between subjects factorial design was used. Three CSR conditions (positive, negative, and no CSR) were matched with two service recovery conditions (positive or negative). Four hundred and eighteen subjects were recruited by a reputed marketing research firm. Results of this study showed that CSR and service recovery have a significant effect on customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. Furthermore, the results showed that CSR enhances the positive effects of good service recovery.
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Date Issued
2012
Identifier
CFE0004348, ucf:49418
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004348
The Role of Flow in Creating e-loyalty: The Case of Online Hotel Booking Websites
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.
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Date Issued
2012
Identifier
CFE0004519, ucf:49293
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004519
Antecedents of Emotional Labor and Job Satisfaction in the Hospitality Industry
Title
Antecedents of Emotional Labor and Job Satisfaction in the Hospitality Industry.
Creator
Shapoval, Valeriya, Pizam, Abraham, Murphy, Kevin, Kwun, David, Wang, Chung-Ching, Joseph, Dana, University of Central Florida
Abstract / Description
It is a general policy in the hotel industry that all the service should be provided in the friendly and a professional manner. The first smile of a front desk clerk or a wait staff can make a difference in customer satisfaction and loyalty. A service quality is becoming more important with increase of competitiveness among hotels and hotel brands. A process of regulating positive emotions for an organization is called Emotional Labor (EL) (Grandey, 2000). While essential for the hospitality...
Show moreIt is a general policy in the hotel industry that all the service should be provided in the friendly and a professional manner. The first smile of a front desk clerk or a wait staff can make a difference in customer satisfaction and loyalty. A service quality is becoming more important with increase of competitiveness among hotels and hotel brands. A process of regulating positive emotions for an organization is called Emotional Labor (EL) (Grandey, 2000). While essential for the hospitality industry, empirical research on EL is very limited, and research on EL during stressful situations is almost nonexistent. To reduce the gap in the prior research, this study is looking into dynamics of a perceived organizational and customer (in) justice as a stress factor on an employee's EL and subsequent job satisfaction. To further understand dynamics of the proposed model, variables such as a gender and intensity of interaction were used as moderating effects. This study extended research done by Spencer and Rupp (2006, 2009) on employees' perceived customer injustice and its effects on employees' EL. This study drew on fairness, effective events, referent cognition, social exchange and action theories to explain why individuals' EL is impacted by injustice extended by guests and organization. Four types of organizational justice (procedural, distributive, interpersonal and informational) were used in this research. The results of the study indicated that employees EL (effort, dissonance) increases with increased effects of distributive (in) justice. EL dissonance had a significant negative effect on job satisfaction and EL effort had a significant positive effect on a job satisfaction. Finally, procedural (in) justice and informational (in) justice had a higher effects on male employees rather than their female counterparts. Since this study is first to explore effects of four facets of organizational (in) justice on employees EL, job satisfaction and gender as moderating effects, this study offers multiple theoretical and managerial implication for evaluation of EL and its antecedents in the hospitality industry.
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Date Issued
2016
Identifier
CFE0006393, ucf:51505
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0006393
Consumer Engagement in Travel-related Social Media
Title
Consumer Engagement in Travel-related Social Media.
Creator
Li, Xu, Wang, Youcheng, Robinson, Edward, Kwun, David, Nusair, Khaldoon, He, Xin, University of Central Florida
Abstract / Description
The term of (")consumer engagement(") is extensively used in the digital era. It is believed that engaged consumers play an important role in products/services referral and recommendation, new product/service development and experience/value co-creation. Although the notion of consumer engagement sounds compelling, it is not fully developed in theory. Different interpretations coexist, resulting in confusion and misuse of the concept. This study attempts to define consumer engagement and...
Show moreThe term of (")consumer engagement(") is extensively used in the digital era. It is believed that engaged consumers play an important role in products/services referral and recommendation, new product/service development and experience/value co-creation. Although the notion of consumer engagement sounds compelling, it is not fully developed in theory. Different interpretations coexist, resulting in confusion and misuse of the concept. This study attempts to define consumer engagement and develop a conceptual framework of consumer engagement, addressing antecedents of consumer engagement in online context. Moreover, some situational and social media usage-related factors are incorporated into the framework. A set of propositions are presented based on literature review and the conceptual framework to illustrate the relationship between consumer engagement and related factors. To provide empirical evidence for the conceptual model, an online survey is conducted. Participants complete the self-administered survey by answering questions concerning their online experience with the travel-related social media website they visit most. Two-step structural equation modeling is employed to analyze the data. The results show that both community experience and community identification have significant and positive relationship with consumer engagement. Community experience is also a strong predictor of community identification. Attitude toward using social media and travel involvement influence the relationship between consumer engagement and its antecedents.With focus on the interactive and experiential nature of consumer engagement, this study expands current understanding of consumer engagement and provides insights for hospitality and tourism businesses regarding how to engage consumers through travel-related social media.
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Date Issued
2013
Identifier
CFE0004878, ucf:49657
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004878
Managerial process of discount decision-making in the lodging industry: The role of human agency
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.
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Date Issued
2014
Identifier
CFE0005196, ucf:50645
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0005196
Customer Relationship Marketing by Destination Marketing Organizations: Does it lead to favorable behavioral intentions to meeting planners?
Title
Customer Relationship Marketing by Destination Marketing Organizations: Does it lead to favorable behavioral intentions to meeting planners?.
Creator
Lee, Jumyong, Breiter, Deborah, Wang, Youcheng, Kwun, David, Boote, David, Ro, Hee Jung, Love, Curtis, University of Central Florida
Abstract / Description
In convention market, one of the fastest growing sectors in hospitality industry, meeting planners play an important role to select a destination for their event. Therefore, a good relationship with them can be a competitive advantage for a convention destination considering a fierce competition among the destinations. The objective of this study is to develop an empirically valid relationship marketing (RM) model that would verify the antecedents, mediators, and consequence of the...
Show moreIn convention market, one of the fastest growing sectors in hospitality industry, meeting planners play an important role to select a destination for their event. Therefore, a good relationship with them can be a competitive advantage for a convention destination considering a fierce competition among the destinations. The objective of this study is to develop an empirically valid relationship marketing (RM) model that would verify the antecedents, mediators, and consequence of the relationship between the destination marketing organization (DMO) and meeting planners. This study found three antecedents (i.e., customer orientation, familiarity, and reputation) of the RM mediating constructs that consist of satisfaction, trust, and commitment as well as consequence (i.e. behavioral intention) led by the RM mediators based on review of the literature. Therefore, the hypothesized relationships 1) between the antecedents and the mediators, 2) between the mediators, 3) and 3) between the mediators and the consequence in the model were tested by using structural equation modeling (SEM) with LISREL results. Eight out of eleven hypotheses were supported by the examination of path coefficients while 33 observed indicators were confirmed in the measurement model through confirmatory factor analysis (CFA). The SEM results showed the significant relationships that lead to meaningful implications in both industry and academia while this study is not immune to limitations that can be the starting points of recommendations for future studies.
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Date Issued
2011
Identifier
CFE0004126, ucf:49122
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004126