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AN INVESTIGATION INTO HOTEL EMPLOYEES' PERCEPTION OF GREEN PRACTICES
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.
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Date Issued
2009
Identifier
CFE0002908, ucf:47990
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0002908
ATTRIBUTES INFLUENCING MEETING PLANNERS' DESTINATION SELECTION: A CASE OF ORLANDO, FL.
Title
ATTRIBUTES INFLUENCING MEETING PLANNERS' DESTINATION SELECTION: A CASE OF ORLANDO, FL.
Creator
Hayat, Adi, Okumus, Fevzi, University of Central Florida
Abstract / Description
The meetings, incentives, conventions, and exhibitions (MICE) industry generates billions of dollars in direct and indirect spending annually, and is considered one of the fastest growing segments of the tourism industry. Destinations that want to capitalize on this industry must understand what drives its planners. The current study used Orlando, Florida as a case study, and investigated whether there are differences between the three meeting planners' types (association, corporate, 3rd...
Show moreThe meetings, incentives, conventions, and exhibitions (MICE) industry generates billions of dollars in direct and indirect spending annually, and is considered one of the fastest growing segments of the tourism industry. Destinations that want to capitalize on this industry must understand what drives its planners. The current study used Orlando, Florida as a case study, and investigated whether there are differences between the three meeting planners' types (association, corporate, 3rd party) in regards to destination selection attributes and the recent recession impact. The study further identified attributes that affect future bookings to Orlando. Data was collected from a nationwide survey of meeting planners with a usable sample of 2,388 completed phone surveys and 118 completed online questionnaires. Only one significant difference was found between the three meeting planners' types. This research was performed in the midst of the recent recession. Some effects of the recent economic downturn on the events industry are decreased attendance and more conservative cost management. Most association meeting planners did not cancel or postponed their events, although all planners agree that attendance to their meetings decreased. Third party planners seemed to be the most sensitive to budget allocations. Recommendations for the Orlando Orange County Conventions and Visitor's Bureau include marketing the variety and quality of its meeting facilities better, its extreme weather insurance and its website. It is also wise to pursue more local associations, because those can be the main source of income during recessions.
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Date Issued
2011
Identifier
CFE0004008, ucf:49180
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004008
Determinants of continuance intention and word of mouth for hotel branded mobile app users.
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.
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Date Issued
2017
Identifier
CFE0006868, ucf:51743
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0006868
Virtual Reality Technology and Customer Delight in Theme Parks: The Role of Experience Quality
Title
Virtual Reality Technology and Customer Delight in Theme Parks: The Role of Experience Quality.
Creator
Jia, Chenge, Okumus, Fevzi, Fu, Xiaoxiao, Milman, Ady, Van Niekerk, Mathilda, Ozturk, Ahmet, University of Central Florida
Abstract / Description
With the rapid development of Virtual Reality (VR) technology, theme park companies are eager to apply VR technology to their attractions. Operating as highly hedonic consumption businesses, theme parks need to make sure that they offer unique and memorable experiences to customers in order to enhance their competitive advantages. However, empirical data is needed to understand whether and how VR technology will enhance visitors' experiences, including the quality of their experience,...
Show moreWith the rapid development of Virtual Reality (VR) technology, theme park companies are eager to apply VR technology to their attractions. Operating as highly hedonic consumption businesses, theme parks need to make sure that they offer unique and memorable experiences to customers in order to enhance their competitive advantages. However, empirical data is needed to understand whether and how VR technology will enhance visitors' experiences, including the quality of their experience, customer delight, and customer loyalty. Therefore, this study aims to examine how VR influences visitor's theme park experience quality, customer delight, and customer loyalty. Based on an in-depth literature review, a research model and hypotheses were developed. Through a self-administered questionnaire, empirical data was collected from theme park visitors who have experienced VR attractions during the past three months. According to the results of the study, the hedonism factor is the most important antecedent of customer delight, which in turn stimulates customer loyalty. Additionally, customer loyalty toward the VR attraction shows positively and partially mediated effects between customer delight and customer loyalty toward the theme park that contains the VR attraction. The study contributes to the empirical study of VR technology application and the concept of customer delight in the entertainment sector of the tourism industry. This study also suggests that theme park operators should emphasize offering a hedonic experience to customers. Suggestions for future research are also provided.
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Date Issued
2018
Identifier
CFE0007404, ucf:52071
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0007404
Employee Perceptions of Diversity Management in the Hospitality and Tourism Industry: Scale Development and Model Testing
Title
Employee Perceptions of Diversity Management in the Hospitality and Tourism Industry: Scale Development and Model Testing.
Creator
Mistry, Trishna, Okumus, Fevzi, Torres Areizaga, Edwin, Orlowski, Marissa, Madera, Juan, University of Central Florida
Abstract / Description
The purpose of this dissertation is to create a holistic diversity management measurement scale and to analyze the impact of diversity management on employees' attitudes and behavior in the hospitality and tourism industry. Effective diversity management can have a multitude of positive outcomes in the hospitality and tourism industry. However, there is little research conducted regarding the direct and indirect impacts of diversity management on the attitudes and behavior of hospitality and...
Show moreThe purpose of this dissertation is to create a holistic diversity management measurement scale and to analyze the impact of diversity management on employees' attitudes and behavior in the hospitality and tourism industry. Effective diversity management can have a multitude of positive outcomes in the hospitality and tourism industry. However, there is little research conducted regarding the direct and indirect impacts of diversity management on the attitudes and behavior of hospitality and tourism industry employees. This dissertation used a mixed-method approach to create a measurement scale to evaluate diversity management practices for the hospitality and tourism field. The first study of this dissertation included a scale development process using a qualitative and then a quantitative phase. Literature review and semi-structured interviews were conducted for developing the items for the diversity management scale. These items were then refined to finalize the diversity management measurement scale through a quantitative phase using exploratory factor analyses. The impact of diversity management on hospitality and tourism industry employees' job performance, service innovation behavior, and engagement were analyzed through a quantitative study using this measurement instrument. Structural equation modeling was used to test the hypothesized research model. The present research is the first of its kind in the hospitality and tourism field. The measurement scale developed in this study will expand the boundaries of diversity management research in the hospitality and tourism industry. This current research further establishes a link between diversity management and positive employee-related outcomes in the hospitality and tourism industry. The assessment of these relationships should extend the literature and open new models of academic research with additional organizational outcomes. Leaders in the hospitality and tourism industry can gain vital insight regarding the importance of effective diversity management through the study results.
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Date Issued
2019
Identifier
CFE0007688, ucf:52468
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0007688
Scale Development to Measure the Co-Creation Experience, and Resulting Value and Behavioral Intentions in Museums, Exhibitions, and Installations
Title
Scale Development to Measure the Co-Creation Experience, and Resulting Value and Behavioral Intentions in Museums, Exhibitions, and Installations.
Creator
Mathis, Elaine, Okumus, Fevzi, Van Niekerk, Mathilda, Rivera, Manuel, Weber, Karin, Uysal, Muzaffer, University of Central Florida
Abstract / Description
The purpose of this study was to develop and test a scale that can measure the co-creation experience, resulting value, and behavioral intentions in MEI. The study addresses six objectives: (1) To propose a framework of co-creation, (2) To evaluate what constructs of co-creation are needed, (3) To analyze how and what value is created, (4) To evaluate how co-creation impacts behavioral intentions, (5) To evaluate how value impacts behavioral intentions, and (6) To create a model that tests...
Show moreThe purpose of this study was to develop and test a scale that can measure the co-creation experience, resulting value, and behavioral intentions in MEI. The study addresses six objectives: (1) To propose a framework of co-creation, (2) To evaluate what constructs of co-creation are needed, (3) To analyze how and what value is created, (4) To evaluate how co-creation impacts behavioral intentions, (5) To evaluate how value impacts behavioral intentions, and (6) To create a model that tests the co-creation experience and resulting value and behavioral intentions in MEI. This dissertation employed a mixed-method approach. A qualitative study was conducted to develop and define the constructs, wherein a survey was developed. The survey led into the quantitative portion of the study, which measured co-creation, so a scale was created and tested. Statistical analyses consisted of exploratory factor analyses, confirmatory factor analyses, and partial least squares structural equation modeling. Study results indicate that the developed co-creation scale is reliable and identified what dimensions of co-creation exist with MEI. The research findings suggest that co-creation can be used to facilitate more interactive experiences within the museum, exhibition, and installation environment. Co-creation not only encourages greater interaction but leads to enhanced value and positive behavioral intentions. This study provided a better understanding of the co-creation experience including how attendees co-create, and how to enhance the value added which can impact behavioral intentions. By identifying the constructs to measure co-creation, value, and behavioral intentions, event designs may be planned to stimulate true co-creation, welcoming the interaction and input from all actors. This study provided a (")Collage of Co-Creation(") which can direct future research to develop a comprehensive scale of co-creation.
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Date Issued
2018
Identifier
CFE0007224, ucf:52233
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0007224
Academic Engagement through Experiential Learning: Building Transferable Skills within Undergraduate Education
Title
Academic Engagement through Experiential Learning: Building Transferable Skills within Undergraduate Education.
Creator
Lee, Shara, Cintron Delgado, Rosa, Laureano Fuentes, Gloria, Boyd, Karen, Okumus, Fevzi, Dressler, Sheri, University of Central Florida
Abstract / Description
Presently, there is a national focus on the industry-benefitting skills developed through undergraduate education. The purpose of this study is to examine the effectiveness of an experiential learning course on building three ability-based transferable skills: communication, emotional intelligence, and professional qualities. These skills have been determined to be important components to the skill set of graduates intending to enter any career, including one within the hospitality industry....
Show morePresently, there is a national focus on the industry-benefitting skills developed through undergraduate education. The purpose of this study is to examine the effectiveness of an experiential learning course on building three ability-based transferable skills: communication, emotional intelligence, and professional qualities. These skills have been determined to be important components to the skill set of graduates intending to enter any career, including one within the hospitality industry. Results from an examination of three related instruments led to conclusions that an experiential learning course positively impacts self-perceived skill development among the three aforementioned skills as well as perception of overall performance. In addition, it was determined that experiential learning courses benefitted interns irrespective of self-reported learning style preference and that such courses may aid in narrowing the perceived gap between intern and employer perceptions of intern skill levels and thereby prepare graduates with increasing success for societal productivity.
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Date Issued
2012
Identifier
CFE0004568, ucf:49189
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004568
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
Acculturation and workplace inclusion among immigrant restaurant workers: a study of organizational behavior in hospitality
Title
Acculturation and workplace inclusion among immigrant restaurant workers: a study of organizational behavior in hospitality.
Creator
Lefrid, Mohammed, Okumus, Fevzi, Murphy, Kevin, Singh, Dipendra, Jahani, Shiva, Chen, Po-Ju, Guchait, Priyanko, University of Central Florida
Abstract / Description
Immigrants employed in hospitality organizations experience various psychological challenges as they adapt to the cultures of their organizations and the society at large. This dissertation aims to investigate how acculturation and workplace inclusion of immigrant restaurant workers affect their levels of job satisfactions, subjective well-being, work engagement, organizational attachment, and turnover intention. This study followed a cross-sectional research design to explore immigrant...
Show moreImmigrants employed in hospitality organizations experience various psychological challenges as they adapt to the cultures of their organizations and the society at large. This dissertation aims to investigate how acculturation and workplace inclusion of immigrant restaurant workers affect their levels of job satisfactions, subjective well-being, work engagement, organizational attachment, and turnover intention. This study followed a cross-sectional research design to explore immigrant restaurant employees' attitudes towards their acculturation process and perceptions of their work experiences in the United States. This study was developed by using scales from the existing literature and a back-to-back translation method by native speakers of Spanish and Haitian Creole languages. The participants of this study were 279 immigrants, who are restaurants employees in the United States. Data were simultaneously collected in three different ways. The questionnaire adopted for this study was distributed at multiple restaurants, including stand-alone and hotel foodservice outlets, in the Southeastern region of the USA. Also, a link to the survey questionnaire was forwarded to other participants via email and social media to individuals who qualify as immigrant restaurant workers. In addition, the data collection the process involved using Amazon Turk, until the required sample size for this study was met. Both SPSS version 24 and Partial Least Square Structural Equation Modeling (PLS-SEM) were utilized to analyze the collected data for this study. This study's results indicate that acculturation and workplace inclusion positively influence subjective well-being and job satisfaction amongst immigrant restaurant workers. Meanwhile, work engagement, organizational, and turnover intention are directly influenced by job satisfaction.The findings of this study advance the knowledge of acculturation and workplace inclusion in both the hospitality discipline and the mainstream human resources literature. While there are very few studies on acculturation and workplace inclusion in the hospitality and tourism literature, no prior research was conducted on immigrants working in the food and beverage sector. Also, no previous studies investigated both the effect of acculturation and workplace inclusion on immigrant employees in a simultaneous manner. Hence this study adds to both the hospitality and organizational behavior body of knowledge. It also provides new insights on how to improve these employees' subjective well-being, job satisfaction, work engagement, organizational attachment, and reduce the chances of quitting their hospitality jobs.
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Date Issued
2019
Identifier
CFE0007829, ucf:52823
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0007829
Website Interactivity as a Branding Tool for Hotel Websites
Title
Website Interactivity as a Branding Tool for Hotel Websites.
Creator
Barreda Davila, Albert, Nusair, Khaldoon, Okumus, Fevzi, Hara, Tadayuki, Ozturk, Ahmet, Bai, Haiyan, Beldona, Srikanth, University of Central Florida
Abstract / Description
The dissertation explored the relationships among Website interactivity, brand knowledge, consumer-based brand equity and behavioral intentions in the context of hotel Websites. Based on an in-depth literature review, a theory-driven model was proposed and ten hypotheses were developed. The dissertation employed an empirical study based on a survey design, and collected data via a marketing company. Respondents who booked a hotel room online using hotel branded Websites in the last 12 months...
Show moreThe dissertation explored the relationships among Website interactivity, brand knowledge, consumer-based brand equity and behavioral intentions in the context of hotel Websites. Based on an in-depth literature review, a theory-driven model was proposed and ten hypotheses were developed. The dissertation employed an empirical study based on a survey design, and collected data via a marketing company. Respondents who booked a hotel room online using hotel branded Websites in the last 12 months were approached to complete the online questionnaire. Four hundred ninety six (496) respondents completed the online questionnaire by answering to questions related to their last hotel booking experience. Analysis was conducted in two phases: (1) Confirmatory Factor Analysis (CFA) and (2) Structural Equation Modeling (SEM). The overall fit of the CFA model and the final SEM model were acceptable, indicating an adequate fit to the data. The results suggested that the two dimensions of Website interactivity, namely system interactivity and social interactivity, positively impacted the components of brand knowledge, and that system interactivity had a stronger impact as compared to social interactivity. Although, social interactivity was not found to have a significant direct effect on brand awareness, the results showed that social interactivity had a significant impact on brand image. Furthermore, the relationship between brand equity and behavioral intentions was positive and significant. The empirical study offered theoretical for utilizing Website interactivity as a branding tool in the hotel context. Additionally, the results provide practical insights into branding strategies, Website development, and behavioral intentions enhancement. Very few studies have empirically examined and incorporated Website interactivity dimensions and brand knowledge with consumer-based brand equity and behavioral intentions. This gap in the literature has been compounded by an absence of empirical studies on Website interactivity as a tool to develop brands and behavioral intentions in the context of hotel Websites. The present dissertation closes this gap in the literature by reporting on a questionnaire of US adult travelers that offered data on those theoretical associations. Conceptually, the results support the influential impact of Website interactivity on brand elements and behavioral intentions.
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Date Issued
2014
Identifier
CFE0005302, ucf:50512
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0005302