Showing papers in "Journal of Quality Assurance in Hospitality & Tourism in 2009"

Consumers' Environmental Concerns and Behaviors in the Lodging Industry: A Comparison between Greece and the United States

Abstract: This study utilizes data collected from Greece and the United States to examine consumer attitudes and behavior intentions toward the environmentally responsible practices (ERP) of hotels. Specifically examined is the impact of ERP on consumers' willingness to pay (WTP) for such hotel practices. The results indicate that consumers in both countries were more likely to patronize and demonstrate a strong WTP for hotels that provide ERP. Furthermore, the results reveal that consumers in Greece have higher environmental concerns and WTP than those in the United States, confirming that differences in culture and social structure determine a consumer's Green orientation and WTP.

Working Conditions in Hospitality: Employees' Views of the Dissatisfactory Hygiene Factors

Abstract: This study explores the nature of hospitality workplaces by presenting comments from employees about unfair, unethical, and illegal practices in their workplaces. A qualitative methodology is used to capture and present a range of problems, rather than the frequency with which each occurs, and the focus is primarily on the difficult nature of hospitality work. The conclusions are largely informed by Herzberg's (1959) two‐factor theory, which states that unless an employee's ‘hygiene’ factors are satisfied, motivating factors such as opportunities for advancement will have no effect, leaving the employee unmotivated and dissatisfied. DiPietro and Condly (2007) found a significant link between poorly motivated employees and their desire to quit their employment, providing an important but logical connection between Herzberg's hygiene factors and staff turnover. Working conditions experienced by participants in this study indicate that their motivation would have been severely impeded because of dissatisfact...

Critical Success Factors and Customer Expectation in Budget Hotel Segment — A Case Study of China

Abstract: This study investigates the nature of critical success factors (CSFs) in China's budget hotel operations and development from the perspectives of various stakeholders, including customers, industry professionals, government authorities, and hotel investors. Understanding the differences in CSFs becomes extremely important to the success of the budget hotel segment in China. Results indicated that while all five dimensions of CSFs (i.e., physical product, service quality, price, promotion, and location) were deemed important by the industry professional, government authority, and hotel investor, the sequence of importance differed substantially among these groups. By contrast, customers were primarily concerned with service quality issues, indicating service quality was still the core customer expectation in China's budget hotel market.

Customers' Responses to Customer Orientation of Service Employees in Full‐Service Restaurants: A Relational Benefits Perspective

Abstract: The interpersonal interaction between service employees and customers influences service quality, customer satisfaction, and customer loyalty. The importance of maintaining an enduring relationship with customers is generally accepted in the marketing literature and field. In an effort to incorporate these two convictions, this study was designed to investigate how the customer orientation of service employees (COSE) affects customers' perceptions of relational benefits and ultimately contributes to repurchase intention in the full‐service restaurant context. Findings indicate that relational benefits, enhanced by COSE, positively influence customers' favorable inequity perception, customer satisfaction, and repurchase intention.

The Role of Integrated Marketing Communications (IMC) on Heritage Destination Visitations

Abstract: This study was aimed at exploring the role of integrated marketing communications (IMC) on visitors' selection of a heritage destination. A survey was conducted in a popular heritage township in Taiwan in spring 2007. Results from the 197 usable questionnaires indicated that communication tools for message delivery can be placed into three types under the headings of “public relation (PR),” “advertisement (ADV),” and “direct sale & promotion (DS&P).” The relationship between the three IMC factors and heritage tourists' social and demographic characteristics were also explored. The findings are expected to help heritage administrators understand heritage visitors and formulate marketing strategies and quality management plans to cater effectively to target segments.

Exterior Color and Perceived Retail Crowding: Effects on Tourists' Shopping Quality Inferences and Approach Behaviors

Abstract: The exterior of a store usually generates the first impression, and this impression could affect shoppers' inferences about a store's service/merchandise quality and could alter their shopping behaviors. Several physical and social elements in the exterior environment may take part in the forming of the first impression, including the crowd. Crowd perceptions do not develop in isolation of other environmental elements of the store exterior. Predominant colors of the store exterior could be a variable that determines tourists' responses to crowd levels. Departing from the limited research on effects of store exteriors, this study contrasted an orange exterior to a blue exterior to explore whether color alters how crowding is perceived. Using a scenario‐based approach, the study further examines the likely effects of perceived crowd on consumer inferences about a store's merchandise and service quality in two differently colored storefronts. A series of t‐tests used in the study indicated that while the cro...

Motives and patterns of family reunion travel

Abstract: The family travel market is growing and family reunion travel is an unexplored niche within this expanding market. This study uses a series of in‐depth interviews to perform a qualitative analysis and to identify patterns and characteristics of the family reunion travel market. The findings from the analysis are classified into two main parts: motivational themes and behavioral characteristics. By exploring family reunion travelers' motivations, researchers can better understand and interpret the behavioral characteristics of family reunion travelers.

Experiential Values for Casino Hotels in Macao

Abstract: Casino hotels have traditionally been viewed as commodities competing over price and complimentary rooms. Researchers appeal for brand experience as differentiation strategy and state that unique experiences translate in the success of hotels. Based on previous studies in other industries on experiential values, this study aims to explore experiential values applicable to casino hotels that can be used to market hotels in terms that go beyond the traditional mix of price and complimentary rooms. Dimensions of experiential values are tested for their applicability in Macao's casino hotels against consumers' hotel preference, patronage intent, and willingness to pay higher price and recommend to others.

Consumer E‐Loyalty to Online Travel Intermediaries

Abstract: The Internet has been increasingly viewed by consumers as the preferred channel to search and purchase travel products. The purpose of this study was to identify and examine the antecedents of consumer loyalty toward online travel intermediaries. An integrative model of consumer e‐loyalty was developed, positing that perceived value, perceived quality, and consumer attitudes toward e‐shopping had significant and positive effects on attitudinal e‐loyalty which, in turn, influences behavioral e‐loyalty. The findings suggested that perceived quality had the strongest effect on consumer attitudinal e‐loyalty. This study provided insights for online travel intermediaries in identifying important e‐loyalty drivers, understanding consumer needs, and improving online performance.

Towards a Model to Measure the Quality of Environmental Sustainability: The Hospitality Environmental Scorecard

Abstract: This paper sought to develop a tool called the Environmental Scorecard (ESC) with which managers, executives, board members, and share holders, could quantify the environmental and financial impact of the company as a whole, as well as specific environmental initiatives undertaken by the company. The ESC tool can help to promote environmental quality to stakeholders including hospitality owners, stockholders, managers/employees, and also customers interested in improving and maintaining the quality of the environment. The balance of this paper describes how this tool was modeled after Kaplan and Norton's (1992) Balanced Scorecard—a tool that assesses the quality of a firm's financial and guest performance.

Horse racing image: re-examination of relations between image and intention to visit.

Abstract: This study examined the relationship between cognitive and affective images of horse racing and the influences of the two image dimensions on the intention to attend horse racing events. Data was collected through an online survey method using World Survey in South Korea. The questionnaire was e‐mailed to panel members of the World Survey who are involved in various online media. Canonical correlation and logistic regression were used to test hypotheses. The results showed that cognitive images of horse racing significantly influenced affective images and that both cognitive and affective images of horse racing positively influenced the intention to visit. The results of this paper supported previous destination image studies and also verified that the destination image concept could be applied to the study of horse racing image. In addition, this study indicated that people who believe horse racing image is related to wholesomeness and excitement expressed a higher intention to visit.

The facilitating and inhibiting factors in cooperative tourism development of the Greater Pearl River Delta (GPRD), China.

Abstract: This study evaluates the development of tourism cooperation in the Greater Pearl River Delta (GPRD) region of China using a case study of a city within this region. A focus group interview was performed with officials from the local tourism authorities. Seven dimensions of tourism cooperation in the area were identified, together with five facilitating and inhibiting factors affecting such cooperation. The findings of this study show that tourism cooperation in the region echoes available theoretical discussions with pronounced Chinese characteristics. This study can serve as a reference for related authorities and planners both across and beyond the GPRD region when considering further measures to advance the overall development of tourism cooperation.

Service Quality Assessment of a Chain Steakhouse in Taiwan

Abstract: Previous studies have found that service quality has a direct impact on a company's profitability. Given the increasing competition in the steak restaurant business in Taiwan, the restaurant industry has acknowledged the importance of service quality. This study empirically assessed customers' perceptions of services provided to measure service quality of a chain steakhouse in Taiwan. Twenty‐seven service attributes were identified and, by conducting factor analysis and multiple regression analysis coupled with the three‐column approach, the study was able to a) obtain six factors for managing service quality and b) analyze the service gaps existing in the service delivery process to measure service quality and customer satisfaction. As service quality has a direct impact on a company's profit, the research findings are important, particularly to the chain steakhouse studied. Based on the findings, the study proposed some suggestions for the case study firm to improve the service quality for its restauran...

Analyzing the Quality of E‐mail Responses of Leading Hotels of the World to Customer Enquiries

Abstract: This study explores the quality of responses to information queries regarding accommodation sent via e‐mail to leading international luxury hotels using a mystery guest approach. The English e‐mail messages also included questions about other services and facilities offered by the hotels. The main objectives of the research were i) to evaluate the extent to which the Leading Hotels of the World (LHW) use e‐mail to communicate with potential customers, and ii) to investigate the responsiveness and quality of e‐mail responses to queries among these hotels. The overall results reveal less than satisfactory e‐mail responsiveness and quality, with some hotels having insufficient knowledge of e‐mail customer service. The implementation of e‐mail customer service policies and high‐quality standard e‐mail procedures is thus needed to improve the competitive advantages and customer relationship management of hotels.

The Relationship of Reliability and Recovery to Satisfaction and Return Intent at the Hotel Unit Level

Abstract: The core constructs of reliability and recovery are important in the study of a high quality of service. This research explores the relationship of reliability (a problem‐free hotel stay) and recovery (satisfaction with hotel recovery efforts to reported problems) to overall satisfaction and intent to return to the hotel. The research presents the results in a reliability‐recovery matrix presentation and finds that significant differences exist in overall satisfaction and intent to return, depending on placement in the matrix quadrants. The research also provides an argument for the presence of service culture in a hotel property due to the significant distribution of hotels within the matrix quadrants; there are an unequal number in each quadrant, with significantly high numbers of hotels in the high reliability/high recovery and low reliability/low recovery quadrants.

Show Managers' Perceptions of Customer Equity in the Convention Industry

Abstract: Using relevant marketing and convention literature as justification, this study explores and further defines customer equity factors in a business‐to‐business context (i.e., the show manager to a convention center) from the show manager's perspective. A factor analysis revealed that relationship equity explained more of the variance in the data, followed by value equity and then brand equity. Nine factors (five were classified as value, three as brand, and one as relationship) were revealed and then further used to identify any dominant drivers of customer equity considering intention to rebook by the show manager. The study results further supported location as the primary driver for intention to rebook with personal connection, ease in booking process, and easy move in and move out noted as important drivers to rebooking. From the convention center and show manager viewpoint, this output can be used to better define and hence enhance the value strategy, brand strategy, and relationship strategy offered ...