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ASSESSING THE WEB-BASED DESTINATION MARKETING ACTIVITIES: A RELATIONSHIP MARKETING PERSPECTIVE
Title
ASSESSING THE WEB-BASED DESTINATION MARKETING ACTIVITIES: A RELATIONSHIP MARKETING PERSPECTIVE.
Creator
Cobos, Liza, Wang, Youcheng, University of Central Florida
Abstract / Description
Innovations in information technology have played an important role in the way business is conducted. Technology innovations have great impact on tourism destination marketing organizations such as convention and visitor bureaus, since they are highly dependent on information and timely distribution of it to the public. Information technology innovations such as the Internet allow CVBs to perform their marketing functions in a more efficient manner. The implementation of web-based marketing...
Show moreInnovations in information technology have played an important role in the way business is conducted. Technology innovations have great impact on tourism destination marketing organizations such as convention and visitor bureaus, since they are highly dependent on information and timely distribution of it to the public. Information technology innovations such as the Internet allow CVBs to perform their marketing functions in a more efficient manner. The implementation of web-based marketing functions is impacted by organizational characteristics that either foster or hinder their implementation (Thong, 1999; Tornatzky & Fleischer, 1990; Wang & Fesenmaier, 2006; Zhu & Kraemer, 2005). Information technology innovations have been adopted by organizations in different levels of sophistication. Since the main function of a CVB is the promotion of a destination technologies that facilitate this process are important to this type of organization. Unfortunately, the marketing practice of American CVBs is still dominated by principles of mass marketing by communicating the same message to all consumers. As a result, the use of websites by American CVB has been limited to information provision functions and has lost opportunities to build relationship with customers through additional web-based marketing activities. This study proposes that CVBs should use web-based marketing activities to attract and retain relationships with customers. This study provides two main contributions to the existing literature: a) examines web-based marketing functions from a relationship marketing perspective and b) examines the impact of organizational characteristics on the sophistication level of web-based marketing functions. The use and effectiveness of web functions and its applications were examined. The results showed that the majority of the CVBs focus the use of their website to provide information. A standard multiple regression was used to investigate the impact of the organizational factors on the different web functions. The results of the regression show that size, financial resources and management team's technological expertise are the only factors that impact the level of web functions implemented by CVBs.
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Date Issued
2006
Identifier
CFE0001470, ucf:47083
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0001470
AN EXAMINATION OF CONSUMER EXPERIENCE AND RELATIVE EFFECTS ON CONSUMER VALUES
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.
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Date Issued
2009
Identifier
CFE0002760, ucf:48136
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0002760
Motivational Factors and Barriers Affecting Seniors' Decision to Relocate to a Senior Living Facility
Title
Motivational Factors and Barriers Affecting Seniors' Decision to Relocate to a Senior Living Facility.
Creator
Chaulagain, Suja, Pizam, Abraham, Wang, Youcheng, Severt, Denver, Oetjen, Reid, University of Central Florida
Abstract / Description
This study aimed to explore factors affecting seniors' intention to relocate to a senior living facility. More specifically, the purpose of this study was to examine the influence of push and pull motivational factors and perceived barriers on seniors' intention to relocate to a senior living facility (SLF). In addition, the mediating role of perceived barriers on the relationships between push motivational factors and intention to relocate and pull motivational factors and intention to...
Show moreThis study aimed to explore factors affecting seniors' intention to relocate to a senior living facility. More specifically, the purpose of this study was to examine the influence of push and pull motivational factors and perceived barriers on seniors' intention to relocate to a senior living facility (SLF). In addition, the mediating role of perceived barriers on the relationships between push motivational factors and intention to relocate and pull motivational factors and intention to relocate were explored. The data of the study was collected from 363 seniors. Structural equation modeling (SEM) analysis was conducted to test the study hypotheses.The results indicated that health related, social and family/friend related, housing and property related push motivational factors and facility related pull motivational factor positively influenced seniors' intention to relocate to SLFs. In addition, the study results revealed that family related barriers, economic barriers, socio-psychological barriers, and knowledge and information barriers negatively affected seniors' intention to relocate to SLFs. In terms of the mediation effects, the study results indicated that (1) family related barriers mediated the positive relationship between health related push motivational factor and intention to relocate; (2) economic barriers mediated the positive relationship between facility related pull motivational factor and intention to relocate; (3) socio-psychological barriers mediated the positive relationship between health related push motivational factor and intention to relocate; and (4) socio-psychological barriers mediated the positive relationship between facility related pull motivational factor and intention to relocate. The findings of this study provide valuable theoretical contributions in the context senior living literature and important practical implications for SLF operators, health care facilitators and government agencies.
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Date Issued
2019
Identifier
CFE0007611, ucf:52522
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0007611
EVALUATING THE EFFECTIVENESS OF THE PGA's PROFESSIONAL GOLF MANAGEMENT (PGM) PROGRAM
Title
EVALUATING THE EFFECTIVENESS OF THE PGA's PROFESSIONAL GOLF MANAGEMENT (PGM) PROGRAM.
Creator
Smiley, David, Wang, Youcheng, Fjelstul, Jill, Hua, Nan, University of Central Florida
Abstract / Description
This study explored the relationships between knowledge, skills, ability, self-efficacy, and experiential learning and performance expectations and satisfaction. The purpose of this study was threefold. First, the study attempted to understand the motivators for student motivation to recommend the program. Second, the study looked at the contribution of both intrinsic and extrinsic motivators for retention and positive word-of-mouth. Further, the research evaluated the relationship of the...
Show moreThis study explored the relationships between knowledge, skills, ability, self-efficacy, and experiential learning and performance expectations and satisfaction. The purpose of this study was threefold. First, the study attempted to understand the motivators for student motivation to recommend the program. Second, the study looked at the contribution of both intrinsic and extrinsic motivators for retention and positive word-of-mouth. Further, the research evaluated the relationship of the curriculum in influencing the student's performance and satisfaction. The study sample consisted of 676 undergraduate students attending one of six PGA Professional Golf management programs in the spring of 2011. The survey instrument was developed specifically for this study after an extensive literature review of higher education analysis, performance, satisfaction and word-of-mouth. The instrument was constructed in eight content areas: knowledge, skills and abilities (KSA); self-efficacy; experiential learning; performance; satisfaction, and word-of-mouth. The findings indicated that experiential learning and to a lesser degree ability made the strongest contribution to the student's performance and satisfaction. Focus of degree was a predictor of performance while not a predictor of satisfaction. Satisfaction and to a lesser degree performance were strong contributors to the student's word-of-mouth. Finally, self-efficacy was found to have little relationship to satisfaction or performance contrary to findings in previous research.
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Date Issued
2012
Identifier
CFE0004443, ucf:49338
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004443
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
Motivations Behind Negative Reviews
Title
Motivations Behind Negative Reviews.
Creator
Salehi Esfahani, Saba, Wang, Youcheng, Ozturk, Ahmet, Torres Areizaga, Edwin, Fesenmaier, Daniel, University of Central Florida
Abstract / Description
Online reviews play a strategic role in the decision-making of individuals and accordingly, the sales and reputation management of businesses. Despite the significant role of reviews, the subject of motivations for posting reviews has been relatively less investigated. This is specifically important since when the online review is negative, it can immediately and negatively affect a company financially by deteriorating its image. Therefore, further investigation regarding negative online...
Show moreOnline reviews play a strategic role in the decision-making of individuals and accordingly, the sales and reputation management of businesses. Despite the significant role of reviews, the subject of motivations for posting reviews has been relatively less investigated. This is specifically important since when the online review is negative, it can immediately and negatively affect a company financially by deteriorating its image. Therefore, further investigation regarding negative online reviewing motivation with the accompany of theory building and empirical study is needed. To address this gap, this study adopted the two motivational theories of self-determination and expectancy to investigate the relationship of motivation quality and motivation force with the intention to write negative reviews. In order to empirically test the proposed model, a pilot study was first conducted to ensure the quality of the questionnaire. After the necessary refinement of the pilot questionnaire, the final questionnaire was developed, and a two-step PLS-SEM along with a CMB analysis was conducted on the collected data. The study responded to recent calls on developing a more comprehensive understanding of negative review writing motivations. The study offered a new perspective with regards to the quality of motivations for engaging in such actions by empirically indicating that individuals' behavioral intention to write a negative review is a result of intrinsic motivation and a variety of extrinsic motivations. Furthermore, this study allowed for the examination of the dynamic, inter-related impact of motivations on one another in addition to taking into consideration the aspects of each motivation that an individual considers to carry out an action. While providing important theoretical contributions in the context of negative review writing motivations, the findings of the study also offer valuable practical implications for practitioners of the hospitality industry.
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Date Issued
2019
Identifier
CFE0007721, ucf:52441
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0007721
The influence of an annual meeting on the sense of community of association members, their satisfaction, and future intentions
Title
The influence of an annual meeting on the sense of community of association members, their satisfaction, and future intentions.
Creator
Hahm, Jee Yeon, Breiter, Deborah, Wang, Youcheng, Fjelstul, Jill, Boote, David, Severt, Kimberly, University of Central Florida
Abstract / Description
Over the past decade, many studies have provided some understanding on what influences association members' decision to attend a meeting; however, more systematic and theoretical research is necessary. The decision making process of attendees is a complicated human behavior practice. The major contribution of this study is adopting the sense of community (SOC) model from psychology to gain a better understanding of the attendee behavior. By doing so, this study will add a theoretical...
Show moreOver the past decade, many studies have provided some understanding on what influences association members' decision to attend a meeting; however, more systematic and theoretical research is necessary. The decision making process of attendees is a complicated human behavior practice. The major contribution of this study is adopting the sense of community (SOC) model from psychology to gain a better understanding of the attendee behavior. By doing so, this study will add a theoretical foundation to the existing research in the meeting industry. Also, this study will contribute to the SOC research in psychology by applying the concept to a different setting. This study investigates whether annual conferences build a SOC among association members. First, the SOC of association members at the conference will be analyzed. Second, the influence of SOC on members' satisfaction with the conference will be studied. Lastly, the direct and indirect relationship between SOC and future intentions (i.e., return to next meeting, membership renewal, and membership recommendation) will be examined. Data was collected through an intercept survey approach at three annual conferences of national/international associations. The questionnaire consisted of four sections: sense of community, satisfaction with the conference, future intentions, and member profile. Confirmatory factor analysis was conducted to test the factor structure and structural equation modeling was used to examine the relationships, and Spearman's rank order correlation was used to see the strength of the relationship between respondent characteristics and sense of community. The results showed that sense of community was a strong predictor of future intentions. Implications, limitations, and suggestions for future research are discussed in the final chapter.
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Date Issued
2012
Identifier
CFE0004543, ucf:49247
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004543
International Worker Cultural Adaptation: A Qualitative Study
Title
International Worker Cultural Adaptation: A Qualitative Study.
Creator
Romero Valenzuela, Luis, Wang, Youcheng, Dickson, Duncan, Choi, Youngsoo, Rompf, Paul, University of Central Florida
Abstract / Description
International workers are a vulnerable population within the hospitality industry. Their challenges, and needs have an impact on productivity, loyalty and satisfaction of international workers towards the organizations that employ them. The social and cultural impacts of labor migration are felt in their new environment by both domestic and immigrant populations. It is important to understand international workers' acculturation process in order to provide them with tools necessary to succeed...
Show moreInternational workers are a vulnerable population within the hospitality industry. Their challenges, and needs have an impact on productivity, loyalty and satisfaction of international workers towards the organizations that employ them. The social and cultural impacts of labor migration are felt in their new environment by both domestic and immigrant populations. It is important to understand international workers' acculturation process in order to provide them with tools necessary to succeed; it is also important to create responsible practices that translate into positive migration outcomes for both domestic and foreign populations. This study collected data on the motivations, processes, challenges, and alternatives experienced by international workers when relocating to the United States. It documents the cultural adaptation process followed by international workers laboring in the hospitality industry, and based on the data collected from interviewers' responses, it creates new constructs intended to assist hospitality organizations in their operations. By providing tools to support international workers in the acculturation process, and by providing new understandings of the cultural adaptation process undertaken by international workers when relocating, it is plausible to convert a challenge and limitation into an opportunity for hospitality organizations to create value out of their international human capital.
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Date Issued
2012
Identifier
CFE0004432, ucf:49350
Format
Document (PDF)
PURL
http://purl.flvc.org/ucf/fd/CFE0004432
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
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