Matching Items (6)
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- All Subjects: Hotel Management
- All Subjects: crowding
- Creators: Lee, Woojin
- Creators: Lowe, Jordan
- Member of: Theses and Dissertations
- Member of: Barrett, The Honors College Thesis/Creative Project Collection
- Resource Type: Text
Description
In order to be competitive in the hotel market, more and more hotels have proposed various types of "wow" services to inform customers' impressions of the hotel in a positive way. Many customers consider these services excellent, and they often exceed their expectations. However, some "wow" services only generate the effect of amazement instead of meeting customers' needs and wants. Applying the notion of the Zone of Tolerance (ZOT: the range between customers' desired and adequate levels of service expectations) to the unique services provided by the Hotel Royal Chiao Hsi Spa in Taiwan, this research study explores hotel customers' service expectations and perceived service quality while revealing the relationship between service quality, satisfaction, and future behavioral intentions. The findings indicate that the ZOT indeed exists in customers' service expectations through the significant difference between the desired and adequate levels of expectations. In addition, findings indicate that customers have diverse tolerance zones toward different hotel services regarding the perceived level of essentialness. Ultimately, the findings specify that customers' perceived service quality has a direct effect on both customer satisfaction and future behavioral intentions.
ContributorsChiu, Chien-Fen (Author) / Lee, Woojin (Thesis advisor) / Larsen, Dale (Committee member) / Tyrrell, Timothy (Committee member) / Kim, Yushim (Committee member) / Arizona State University (Publisher)
Created2013
Description
The purpose of this quantitative study is to test the validity of a behavioral theory, value-belief-norm theory (Stern, 2000), in the context of environmental hotel management. The lack of theoretical consideration in previous studies on environmental attitudes of hotel/resort managers warrants an investigation of a theory with the potential to better explain behaviors that support the goals of environment management systems. The goal of this research was to document the values, beliefs, personal norms, and environmental management support behaviors of managers in a hospitality setting. Data were collected from a sample of hotel and resort managers in the Phoenix metropolitan area by using a survey of well-documented items from previous research on the theory. Results suggest the value-belief-norm theory is successful in explaining environmental management support behaviors. Implications for practitioners as well as researchers are discussed.
ContributorsRubin, Simon (Simon David) (Author) / White, Dave D (Thesis advisor) / Lee, Woojin (Committee member) / Basile, George (Committee member) / Arizona State University (Publisher)
Created2011
Description
Given its impact on the accounting profession and public corporations, Sarbanes-Oxley Act of 2002(SOX) is a widely researched regulation among accounting scholars. Research typically focuses on the impact it has had on corporations, executives and auditors, however, there is limited research that illustrates the impact SOX may have on average Americans. There were several US criminal code sections that resulted from the passing of SOX. Statute 1519, which is often referred to as the "anti-shredding provision", penalizes anyone who "knowingly alters, destroys, mutilates, conceals, covers up, falsifies, or makes a false entry in any record, document, or tangible object with the intent to" obstruct a current or foreseeable federal investigation. This statute, although intended to punish behavior similar to that which occurred in the early 2000s by corporations and auditors, has been used to charge people beyond its original intent. Several issues with the crafting of the statute cause its broad application and some litigation even reached the Supreme Court due to its vague wording. Not only is the statute being applied beyond the intent, there are other issues that legal scholars have critiqued it for. This statute is far from being the only law facing these issues as the same issues and critiques are found in the 14th amendment. Rewriting the statute seems to be the most effective way to address the concerns of judges, lawyers and defendants regarding the statute. In addition, Congress could have passed this statute outside of SOX to avoid being seen as overreaching if obstruction of justice related to documents was actually an issue outside of corporate fraud.
ContributorsGonzalez, Joana (Author) / Samuelson, Melissa (Thesis director) / Lowe, Jordan (Committee member) / School of Accountancy (Contributor) / Barrett, The Honors College (Contributor)
Created2016-12
Description
Crowding and satisfaction remain widely studied concepts among those seeking to understand quality visitor experiences. One area of interest in this study is how the order of crowding and satisfaction items on a survey affects their measurement levels. An additional area of interest is the influence of personality traits on experience-use-history, crowding, and satisfaction. This study used two versions of a survey: A) crowding measured prior to satisfaction and B) satisfaction measured prior to crowding, to explore the influence of item order on crowding and satisfaction levels. Additionally, the study explored the influence of personality traits (extraversion and neuroticism) and experience use history (EUH) on crowding and satisfaction. EUH was included as a variable of interest given previous empirical evidence of its influence on crowding and satisfaction. Data were obtained from an onsite self-administered questionnaire distributed to day use visitors at a 16,000 acre desert landscape municipal park in Arizona. A total of 619 completed questionnaires (equally distributed between the two survey versions) were obtained. The resulting response rate was 80%. One-way ANOVA's indicated significant differences in crowding and satisfaction levels with both crowding and satisfaction levels being higher for survey version B. Path analysis was used to test the influence of personality traits and EUH on crowding and satisfaction. Two models, one for each version of the survey were developed using AMOS 5. The first model was tested using data in which crowding was measured prior to satisfaction. The second model relied on data in which satisfaction was measured prior to crowding. Results indicated that personality traits influenced crowding and satisfaction. Specifically, in the first model, significant relationships were observed between neuroticism and crowding, neuroticism and EUH, EUH and crowding, and between crowding and satisfaction. In the second model, significant relationships were observed between extraversion and crowding, extraversion and satisfaction, and between EUH and satisfaction. Findings suggest crowding and satisfaction item order have a potential to influence their measurement. Additionally, results indicate that personality traits potentially influence visitor experience evaluation. Implications of these findings are discussed.
ContributorsHolloway, Andrew (Author) / Budruk, Megha (Thesis advisor) / Lee, Woojin (Committee member) / Foti, Pamela (Committee member) / Arizona State University (Publisher)
Created2011
Description
This paper consists of a literature review, wherein four papers surrounding Motivation Crowding Theory (MCT) were read and analyzed. The paper then goes into an analysis of a survey I conducted. The survey consisted of three main questions with three sub-questions for each, and all attempted to find a "limit" to MCT. However, results for the survey were ultimately inconclusive. The paper concludes with lessons learned in conducting research and surveys in particular, as well as a nod to the relevancy of MCT in business and personal applications.
ContributorsSmith, Mallory Anne (Author) / Reckers, Phil (Thesis director) / Samuelson, Melissa (Committee member) / Lowe, Jordan (Committee member) / School of Accountancy (Contributor) / Department of Information Systems (Contributor) / WPC Graduate Programs (Contributor) / Barrett, The Honors College (Contributor)
Created2020-05
Description
Environmental friendly, green, or sustainable practices are a growing concern in the international hospitality industry. This exploratory study seeks to assess the complex motives that drive hotels on becoming environmentally active by examining the benefits and barriers for hotels to adapt sustainable practices. With this assessment, the study strives to identify small measures the less environmentally active hotels can adapt to their daily operations. An initial study was first conducted in international hotels located in Beijing, China, as international hotels are considered more environmentally proactive and their standards are in keeping with the latest industry trends. The preliminary findings suggested that environmental participation may be affected by the age, size and management structure of the hotel. The actual study, which was conducted in three cities across Arizona, United States, took into account of the initial analysis and looked at both large chain hotels and smaller independents hotels located in urban areas. A quantitative and qualitative research methodology using a questionnaire along with an interview was used to collect the data. The findings show that the decision for hotels to implement environmental practices goes beyond the financial and operational sphere. The results point to the role played by political and upper management policies and how their decisions trickle down to the entire organization. Although unexpectedly, there seemed little influence linking customer satisfaction and the hotel’s environmental commitment. Instead, hotels tend to focus their efforts mainly on backroom operations as opposed to measures that directly impact the consumer experience. It is recommended that hotels increase employee and customer awareness of its environmental policies and reveal the statistic impact of each.
ContributorsLi, Hanjing (Author) / Lee, Woojin (Thesis director) / McWilliams, Claire (Committee member) / Department of Supply Chain Management (Contributor) / School of Community Resources and Development (Contributor) / Barrett, The Honors College (Contributor)
Created2019-05