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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
Gender Dynamics from the Arab World: An Intercultural Service Encounter
Title
Gender Dynamics from the Arab World: An Intercultural Service Encounter.
Creator
Khan, Marryam, Ro, Hee Jung, Gregory, Amy, Hara, Tadayuki, University of Central Florida
Abstract / Description
Arab countries strive toward the modernization and feminization of the Arab culture; however, some of these countries (i.e., Saudi Arabia) are culturally and legally governed by (")sharia law("), and have maintained cultural norms regarding segregation of the sexes. In order to have a better understanding of the Arab travelers to the U.S., this research focuses on the gender dynamics between the service providers and Arab customers during a service encounter. Specifically, this research...
Show moreArab countries strive toward the modernization and feminization of the Arab culture; however, some of these countries (i.e., Saudi Arabia) are culturally and legally governed by (")sharia law("), and have maintained cultural norms regarding segregation of the sexes. In order to have a better understanding of the Arab travelers to the U.S., this research focuses on the gender dynamics between the service providers and Arab customers during a service encounter. Specifically, this research examines how the same and opposite genders of service-provider and customer influence Arab customers' emotional response (comfort), consequently their service encounter evaluation (satisfaction), and behavioral intentions (feedback willingness). This research also examines how the employees' efforts to solicit feedback from Arab customers may intensify the effect of gender dynamics on Arab customers' responses. Scenario-based online surveys are created and distributed to respondents of Arab descent in Saudi Arabia, Bahrain, and United Arab Emirates by using snowball sampling. The results based on 326 respondents show potential differences determined by gender interaction. Arab customers were more comfortable, more satisfied with the service encounter, and more willing to provide feedback, if the employee was the same gender as the customer, as opposed to the employee being the opposite gender from the customer. However, results showed that employee efforts to solicit feedback did not intensify the gender interaction effect. Additionally, through the service encounter, the Arab customers' comfort influenced their service encounter satisfaction and their willingness to provide feedback. The findings of this research provide valuable implications for hospitality managers to better cater to the needs of Arab customers by examining the dimensions of gender boundaries in an intercultural service encounter.
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Date Issued
2013
Identifier
CFE0005013, ucf:49999
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0005013
Guest Satisfaction Analysis of a Casual Dining Restaurant: A comparison of tourist VS non-tourist satisfaction scores.
Title
Guest Satisfaction Analysis of a Casual Dining Restaurant: A comparison of tourist VS non-tourist satisfaction scores.
Creator
Wickey, Jessica, Murphy, Kevin, Ro, Hee Jung, Rompf, Paul, University of Central Florida
Abstract / Description
Purpose - The purpose of this study is to analyze guest/customer satisfaction surveys of a casual dining restaurant in the Orlando, Florida area; specifically, to analyze if there is a difference between satisfaction levels of tourist and non-tourist guests. The guest satisfaction surveys were analyzed on eight dimensions of satisfaction; Pace of Service, Service Overall, Server Communication (&) Accuracy, Food (Taste (&) Quality), Food Preparation, Bar (Beer, Wine, (&) Cocktail),...
Show morePurpose - The purpose of this study is to analyze guest/customer satisfaction surveys of a casual dining restaurant in the Orlando, Florida area; specifically, to analyze if there is a difference between satisfaction levels of tourist and non-tourist guests. The guest satisfaction surveys were analyzed on eight dimensions of satisfaction; Pace of Service, Service Overall, Server Communication (&) Accuracy, Food (Taste (&) Quality), Food Preparation, Bar (Beer, Wine, (&) Cocktail), Gratefulness, and Atmosphere in whole (including atmosphere and cleanliness).The eight dimensions were evaluated in the GPS (guest pulse survey) based on a Net Promoter Score, or NPS(&)#174; system, and were compared by guest type: tourist versus non-tourist. Multiple linear regression analyses results concluded that the dimensions of Pace, Service Overall, Food, Food Preparation, and Atmosphere were predicators of Overall Satisfaction for tourist respondents. Service Overall, Server Communication, and Gratefulness were predictors of Overall Satisfaction for non-tourist respondents.
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Date Issued
2013
Identifier
CFE0005072, ucf:49965
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0005072
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