Matching Items (5)
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- All Subjects: Hotel Management
- All Subjects: Well-being--Social aspects.
- Creators: Lee, Woojin
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
Commitment to an activity is widely studied in leisure research. Serious Leisure Perspective (SLP) describes characteristics a committed activity participant possesses. The Psychological Continuum Model (PCM) describes the psychological process a person goes through to become committed to a leisure activity. Awareness, attraction, attachment and loyalty make of the four stages of PCM. Both perspectives have been used to describe committed leisure activity participants and commitment to organized recreational events. Research on leisure activity has yet to determine how the individual becomes loyal. Therefore, the purpose of this study is to determine the process in which recreation activity participates becomes loyal and to identify who can be labels as serious within the PCM Framework. Data was obtained from an online electronic survey distributed to participants of four U.S. marathon and half marathon events. A total of 579 responses were used in the final analysis. Path analysis determined the process in which a runner becomes committed. MANOVA is used to determine difference between leisure groups in the four stages of PCM. Results indicate that activity participants need to go through all four stages of PCM before becoming loyal. As knowledge increases, individuals are more motivated to participate. When the activity satisfies motives and becomes a reflection of their identity, feelings become stronger which results in loyalty. Socialization is instrumental to the progression through the PCM Framework. Additionally, attachment is the "bottleneck" in which all loyal activity participants my pass through. Differences exist between serious leisure groups in the attachment and loyalty stages. Those that are `less serious' are not as committed to the activity as their counterparts.
ContributorsMurphey, Elizabeth M (Author) / Lee, Woojin (Thesis advisor) / Hultsman, Wendy (Thesis advisor) / Larsen, Dale (Committee member) / Chisum, Jack (Committee member) / Arizona State University (Publisher)
Created2014
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
Arts and culture function as indispensable parts of humans’ lives. Numerous studies have examined the impact and value of arts and culture, from individual quality of life to overall community health. However, research has been less focused on identifying the influence of crucial dimensions of arts and culture on overall community well-being, and contributing to understanding the intertwining connection between these elements and community well-being. To explore the dimensions of arts and cultural resources and community well-being, and in turn, to present the relationship between them in a community, this dissertation was based on three subsequent studies. A total of 518 counties were included in the analysis. Specifically, this study is unique in that it sought evidence based on county-level data drawn on the Local Arts Index (LAI) from Americans for the Arts (AFA) and County Health Rankings & Roadmaps (CHRR) variables to provide an arts-community measurement system suggesting critical and meaningful variables among a wide range of existing data. The results revealed the positive impacts of arts and cultural resources on community well-being. Each arts and cultural domain also has critical relationships with community individual, social, and economic well-being. Specifically, the ‘arts business’ domain was considerably associated with community individual well-being and comprehensive community well-being. The ‘arts consumption’ domain showed synthetically significant associations with community’s individual and economic well-being, and by extension, influenced comprehensive community well-being. Lastly, the ‘arts nonprofits’ domain was related to all the components of community well-being. In conclusion, residents’ arts consumption and the existence of arts and cultural/creative industries, including arts nonprofits, are constantly suggested as key to improving county-level community well-being. This study centers on presenting a more realistic vision of how arts and cultural resources are associated with community well-being components. Recognizing the power of arts and cultural resources in society and bolstering them to promote community well-being is a global issue of the utmost pertinence. Thus, research utilizing a longitudinal data-driven approach is likely to continue measuring the impact of arts and culture, and examining how they are related to and can strengthen community well-being.
ContributorsSung, HeeKyung (Author) / Hager, Mark A. (Thesis advisor) / Kushner, Roland (Committee member) / Lee, Woojin (Committee member) / Phillips, Rhonda (Committee member) / Arizona State University (Publisher)
Created2016
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