Matching Items (5)
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- All Subjects: Hotel Management
- All Subjects: marathon
- Creators: Lee, Woojin
- Creators: Hackbarth, Glenn
- Creators: Murphey, Elizabeth M
- Resource Type: Text
- Status: Published
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
From Marathon to Athens was inspired by the legend of Pheidippides, a Greek messenger who ran approximately twenty-six miles between the cities of Marathon and Athens in ancient Greece to deliver an important wartime message. According to the legend, he died shortly after completing the journey. The marathon races of today were inspired by his story, though it may be more myth than reality. There is a great deal of inherent drama in the undertaking of such a feat, whether it be a marathon or any other test of strength and endurance. There is the rush of adrenaline when it begins, followed by the excitement and exhilaration of the first few miles. Then, there is a period of settling in and finding a groove - when the runner realizes that there is a long way to go, but is determined to pace him or herself and stay strong. All too often, there is the "wall" that appears about three-quarters of the way through, when it seems that there is no strength left to finish the race. Finally, there is the final push to the finish line - where the runner decides that they are going to make it, in spite of fatigue, pain, or any other obstacle. In this piece, I used a simple melody that was very loosely modeled after a melody from ancient Greece (the tune inscribed on the Epitaph of Seikilos). I used both Phrygian and Dorian modes, which, according to Plato, were most appropriate for soldiers. Throughout the piece, I used different instruments, mostly percussion, to represent the heartbeat of the runner. In the legend, the runner dies - in the piece, the heartbeat becomes very fast and then rather erratic. It then slows and, finally, stops. Though I find the story of Pheidippides inspiring, I wish all marathon runners and athletes of every kind (myself included) a safer and happier outcome!
ContributorsOsteen-Petreshock, Kimberly (Composer) / Hackbarth, Glenn (Thesis advisor) / Rockmaker, Jody (Committee member) / Levy, Benjamin (Committee member) / Norton, Kay (Committee member) / Arizona State University (Publisher)
Created2010
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