Matching Items (19)
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
Numerous studies have examined the attachments individuals have to the places they visit, and that those attachments are formed through experiencing a place in person. This study is unique in that it examines pre-trip place attachment formation via the use of mobile technology and social media. It proposes that media experienced through the use of a participant's smartphone can foster the development of positive emotions, which in turn, facilitates greater mental imagery processing that ultimately influences pre-trip place attachment formation. An experimental design was constructed to examine how text and video on a destination's Facebook page influences an individual's emotions, mental imagery, and subsequently attachment to that destination. Specifically, a 2 (narrative text vs. descriptive text) x 2 (short, fast-paced video vs. long, slow-paced video) between-subjects design was used. A total of 343 usable participant responses were included in the analysis. The data was then analyzed through a two-step process using structural equation modeling. Results revealed no significant influence of textual or video media on emotions although the choice in text has a greater influence on emotions than choice in video. Additionally, emotions had a significant impact on mental imagery. Finally, mental imagery processing had a significant impact on only the social bonding dimension of place attachment. In conclusion, while media had no significant impact on emotions, the effect of previous traveler's retelling of personal accounts on the emotions of potential travelers researching a destination should be examined more closely. Further, the study participants had no prior experience with the destination, yet emotions influenced mental imagery, which also influenced social bonding. Thus further research should be conducted to better understand how potential traveler's image of a destination can be affected by the stories or others.
ContributorsPlunkett, Daniel (Author) / Budruk, Megha (Thesis advisor) / Lee, Woojin (Thesis advisor) / Wetmore, Jameson (Committee member) / Wise, Greg (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
Because of its ability to harbor social values, norms, and beliefs, heritage has always been utilized as an ideological vehicle. One prominent example of politicizing heritage is Chinese red tourism, comprised of state-promoted tours to revolutionary memorial sites. It is expected to generate political, economic, and social benefits, particularly to reinforce the legitimate leadership of the Chinese Communist Party. Statistics show that dramatic market growth in red tourism has occurred over the past decade. Yet it is still heavily driven by the government and thus whether long-term sustainability can be achieved is still questionable.
This dissertation explores the dynamics of red tourism from the perspective of a meaning-making process, where tourism discourses circulate among the processes of production, transmission, and consumption. The results reveal that higher-level government primarily assumes the leading role, whereas local government is largely excluded from strategy making processes and primarily responsible for implementation and operation. Some dissonance exists between higher and lower-level governments in their goals and involvement in red tourism development. Second, intermediaries are not altruistic and attempt to maximize their own benefits. While site interpreters may provide officially authorized narratives, their primary focus is hosting higher-up administrative visitors. On the contrary, tour guides are more customer-oriented, which may lead to officially undesirable interpretations. Third, driven by multiple motives, tourists have increasingly diverse attitudes towards red heritage and participate in various political and non-political activities. A considerable degree of congruence was found between tourists' participation, motivation, memories, and perception. Quantitative results indicate that the majority of tourists have learned about the political significance and/or content of red heritage, and developed more positive attitudes towards, and support for, the CCP and the government, to a certain extent.
This dissertation contributes to current research by adopting a systematic and emic perspective to explore the dynamics of red tourism. Several conceptual frameworks were developed inductively to describe the meaning-making process. Mixed methods were used to learn about tourists' consumption and perceptions of red heritage. Implications regarding enhancing the effectiveness of the meaning-making process, limitations of the study, and potential directions for future research are also discussed.
This dissertation explores the dynamics of red tourism from the perspective of a meaning-making process, where tourism discourses circulate among the processes of production, transmission, and consumption. The results reveal that higher-level government primarily assumes the leading role, whereas local government is largely excluded from strategy making processes and primarily responsible for implementation and operation. Some dissonance exists between higher and lower-level governments in their goals and involvement in red tourism development. Second, intermediaries are not altruistic and attempt to maximize their own benefits. While site interpreters may provide officially authorized narratives, their primary focus is hosting higher-up administrative visitors. On the contrary, tour guides are more customer-oriented, which may lead to officially undesirable interpretations. Third, driven by multiple motives, tourists have increasingly diverse attitudes towards red heritage and participate in various political and non-political activities. A considerable degree of congruence was found between tourists' participation, motivation, memories, and perception. Quantitative results indicate that the majority of tourists have learned about the political significance and/or content of red heritage, and developed more positive attitudes towards, and support for, the CCP and the government, to a certain extent.
This dissertation contributes to current research by adopting a systematic and emic perspective to explore the dynamics of red tourism. Several conceptual frameworks were developed inductively to describe the meaning-making process. Mixed methods were used to learn about tourists' consumption and perceptions of red heritage. Implications regarding enhancing the effectiveness of the meaning-making process, limitations of the study, and potential directions for future research are also discussed.
ContributorsZhao, Shengnan (Author) / Timothy, Dallen J. (Thesis advisor) / Chhabra, Deepak (Committee member) / Lee, Woojin (Committee member) / Nyaupane, Gyan (Committee member) / Li, Wei (Committee member) / Arizona State University (Publisher)
Created2014
Description
Incentive travel continues to grow as a form of motivation in the work place. However, there is little research that has examined future potential incentive travelers' wants and needs from an incentive travel trip. The purpose of this study was to understand how and in what way various potential incentive travelers' beliefs, including attitudes, subjective norm, perceived behavioral control and motivation, influence their future inclusion of a significant other on an incentive travel trip using a modified theory of planned behavior. Moreover, the potential moderating effect of past inclusion of a significant other experience was examined as well. The study collected 129 usable responses from potential incentive travelers from companies based in Iowa and Arizona. The research for this project was conducted through online questionnaires that included quantitative and qualitative questions. The study used exploratory factor analysis (EFA), Pearson's correlation and multiple regression to test study hypotheses. The results of the multiple regression indicated three constructs, attitudes, subjective norm and motivation appeared to be statistically significant, while perceived behavioral control was not statistically significant in predicting potential incentive travelers' intended inclusion of a significant other. Perceived behavioral control was not significant because the control of including a significant other is dependent on the participant's employer. Pearson's correlation found a moderating effect of past inclusion of a significant other on subjective norm and perceived behavioral control. In conclusion, the results validated the theory of planned behavior in the context of incentive travelers' inclusion of a significant other.
ContributorsDorweiler, Annie (Author) / Timothy, Dallen (Thesis advisor) / Lee, Woojin (Committee member) / Kulinna, Pamela (Committee member) / Arizona State University (Publisher)
Created2012
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
This dissertation examines travelers’ innovation adoption and repurchase behaviors in the sharing economy. The central question is to what extent the tourism industry embraces service innovations in the sharing economy. Predicated upon behavioral reasoning theory, this research makes a contribution to the tourism study and diffusion of innovation literature, by exploring the influence of travelers’ reasonings in the innovation decision process. The dissertation follows a two-study format. The analysis contextualizes reasons for and against adoption, by incorporating appropriate constructs relevant to service innovations in social dining services (Study 1) and ride-sharing services (Study 2). An exploratory mixed methods approach is taken in both studies. The survey data and the semi-structured interviews are used to identify the context-specific reasons for and against adoption. And, a series of statistical analyses are employed to examine how reasonings influence intentions to adopt social dining services (Study 1) and intentions to repurchase ride-sharing services for the next trip (Study 2).
The main results suggest that both reasons for and reasons against adoption have countervailing influences in the psychological processing, supporting the validity of the research models. The findings also reveal that different psychological paths in travelers’ adoption and repurchase intentions. In Study 1, the trustworthiness of service providers attenuates the reasons against adoption and enhances the likelihood of adopting social dining services in the pre-adoption stage. In Study 2, attitude strength functions as an additional construct, which mediates travelers’ attitudes and ultimately intentions to repurchase ride-sharing services for the next trip in the post-adoption stage. By developing and testing a framework comprising a set of consumers’ beliefs, reasonings for adoption and resistance, attitudes towards adoption, and behavioral responses to the sharing economy, the insights gleaned from this research allow practical recommendations to be made for service providers, platform providers, and policy makers in the tourism industry.
The main results suggest that both reasons for and reasons against adoption have countervailing influences in the psychological processing, supporting the validity of the research models. The findings also reveal that different psychological paths in travelers’ adoption and repurchase intentions. In Study 1, the trustworthiness of service providers attenuates the reasons against adoption and enhances the likelihood of adopting social dining services in the pre-adoption stage. In Study 2, attitude strength functions as an additional construct, which mediates travelers’ attitudes and ultimately intentions to repurchase ride-sharing services for the next trip in the post-adoption stage. By developing and testing a framework comprising a set of consumers’ beliefs, reasonings for adoption and resistance, attitudes towards adoption, and behavioral responses to the sharing economy, the insights gleaned from this research allow practical recommendations to be made for service providers, platform providers, and policy makers in the tourism industry.
ContributorsLee, Seojin, Ph.D (Author) / Lee, Woojin (Thesis advisor) / Buzinde, Christine N. (Committee member) / Vogt, Christine A. (Committee member) / Bitner, Mary J. (Committee member) / Arizona State University (Publisher)
Created2019
Description
The emergence of social media in concert with improved camera and cell phone technologies has helped usher in an age of unprecedented visual communication which has radically changed the tourism industry worldwide. Serving as an important pillar of tourism and leisure studies, the concept of the tourist gaze has been left relatively unexamined within the context of this new visual world and more specifically image based social media. This phenomenological inquiry sought to explore how image based social media impacts the concept of the tourist gaze and furthermore to discover how the democratization of the gaze in concert with specific features of image based social media applications impacts the hermeneutic circle of the tourist gaze. This in-depth analysis of the user experience within the context of travel consisted of 19 semi-structured photo elicitation interviews and incorporated 57 participant generated photos. Six salient themes emerged from the study of this phenomenon; 1) sphere of influence, 2) exchange of information, 3) connections manifested, 4) impression management and content curation, 5) replicated travel photography, and 6) expectations. Analysis of these themes in conjunction with examples from the lived user experience demonstrate that the tourist gaze is being accelerated and expanded by image based social media in a rapid manner. Furthermore, democratization of the gaze as enabled by technological developments and specialized social media platforms is actively shifting the power role away from a small number of mass media influencers towards a larger number of branded individuals and social media influencers. Results of this inquiry support the theoretical assertions that the tourist gaze adapts to social and technological developments and demonstrates that the concept of the tourist gaze is increasingly important within tourism studies. Practical implications regarding the prevalence of real-time information, site visitation, and “taking only pictures” as sustainable touristic behavior are discussed.
ContributorsCampbell, Brenda Jean (Author) / Nyaupane, Gyan (Thesis advisor) / Lee, Woojin (Committee member) / Stone, Lesego (Committee member) / Arizona State University (Publisher)
Created2018
Description
As undergraduate students focus on the perceived adventure, growth opportunities, social connections, freedom and fun, they may not be aware of the dangers and risks associated with studying abroad. Despite university-created crisis prevention measures such as policies, documentation, and orientations warning of the risk of travel, students who study abroad face some form of a crisis every year. Universities warn travelers of the dangers of crime and the psychological issues associated with liminal experiences and culture shock, preparing students for the harsh reality that immersion into a foreign culture is an intense and sometimes taxing experience. Faculty and staff dedicate a tremendous amount of time and energy to ensure our students are braced for their travel experience, yet students still experience immense hardships. In a comprehensive analysis of this phenomenon, we seek to find and explore reasons and variables that account for this chasm. We suspect the reason for this chasm, despite good efforts, is the variance between the resources that are provided and needed both upon entry into host country, and re-entry into native country. In extensively reviewing existing scholarly literature, reviewing case studies, conducting examinations of multi-causal variables, and analyzing measurable data, we suggest that study abroad preparation resources must adapt in order to accommodate an ever-evolving undergraduate tourist experience. In Section I the research team provides an introduction and underscores the central question of the study. Section II includes an extensive literature review in order to establish a definition of culture shock, determine what universities currently do to mitigate culture shock and risk, and assess the efficacy of these strategies. The research team subsequently identifies a lacuna -- the gap or point of departure from existing literature and research that this study seeks to fill. Section III presents our hypothesis, while Section IV offers an outline of precise Methodology. Section V includes an in-depth Data Analysis using findings dependent upon surveys and interviews as discussed in Methodology. Section VI presents policy recommendations or a “fix” based upon findings presented in Data Analysis. Section VII presents a conclusion, offering a culmination of deductions and implications, proving the relevance of this study to Arizona State University.
ContributorsGrimes, Grace Cameron (Co-author) / Church, Elise (Co-author) / Iheduru, Okechukwu (Thesis director) / McWilliams, Claire (Committee member) / Dean, W.P. Carey School of Business (Contributor) / Barrett, The Honors College (Contributor)
Created2019-05
Description
Within the hotel industry, customers come first. Their satisfaction drives revenue and drives the industry forward. With the updates in technology, new Consumer Relationship Management (CRM) databases are being implemented to aggregate customer reviews into a single platform that is analyzed and creates policies to help increase overall satisfaction. Hotels are ranked within all customer review sites such as Trip Advisor and Yelp and the higher the scores and the rank, the more these review sites promote these establishments, and the more customers book at this hotel. Therefore, customer reviews directly affect the revenue of a hotel. A hotel with low scores and low customer satisfaction will not entice guests to book. This new era of technology and customer driven revenue is the motivator behind Hilton’s creation of the SALT database. This Satisfaction and Loyalty Tracking database helps improve loyalty within the Hilton brands.
This paper examines the overall use of CRM systems and then examines the property level satisfaction metrics that can be found on SALT. The two metrics that the individual property could have the most effect on with the lowest budget were determined to be Digital Key and Digital Check-In, which make up the Digital Platform. This Digital Platform is accessed through the Hilton Honors app, which is a loyalty program created by Hilton. There are four tiers of Honors Members within the loyalty program: Blue, Silver, Gold, and Diamond. Blue members make up most of the membership base in general, however, at the local property examined, 60% of all guests are Gold and Diamond. Therefore, the research done within this paper focuses on improving overall Digital Platform satisfaction of Gold and Diamond members who are key business travelers that bring in revenue to the specific property examine.
The research collected for this project was done through observations of guests from the perspective of a Front Desk Agent, interviews with guests, analysis of SALT scores and guest reviews, and firsthand experiences of using Digital Key at local competitors of the local property. Through these analyses, the main problems that were compiled were internet connectivity, confusing property layout, Digital Key allotment and activation, technological issues with the Digital Key and hardware at the property, Digital Check-In and room selection, and negative reception of Hilton Honors Members. The solutions that were suggested focus on excellent customer service, increased training of Front Desk Agents regarding Digital Platform and Hilton Honors recognition, adding wi-fi routers throughout the hotel, adding Hilton Honors stickers to entrances, adding digital reader maps, and having the Director of Front Office Operations ensure that they are updating the Digital Platform frequently with rooms for members to choose.
This paper examines the overall use of CRM systems and then examines the property level satisfaction metrics that can be found on SALT. The two metrics that the individual property could have the most effect on with the lowest budget were determined to be Digital Key and Digital Check-In, which make up the Digital Platform. This Digital Platform is accessed through the Hilton Honors app, which is a loyalty program created by Hilton. There are four tiers of Honors Members within the loyalty program: Blue, Silver, Gold, and Diamond. Blue members make up most of the membership base in general, however, at the local property examined, 60% of all guests are Gold and Diamond. Therefore, the research done within this paper focuses on improving overall Digital Platform satisfaction of Gold and Diamond members who are key business travelers that bring in revenue to the specific property examine.
The research collected for this project was done through observations of guests from the perspective of a Front Desk Agent, interviews with guests, analysis of SALT scores and guest reviews, and firsthand experiences of using Digital Key at local competitors of the local property. Through these analyses, the main problems that were compiled were internet connectivity, confusing property layout, Digital Key allotment and activation, technological issues with the Digital Key and hardware at the property, Digital Check-In and room selection, and negative reception of Hilton Honors Members. The solutions that were suggested focus on excellent customer service, increased training of Front Desk Agents regarding Digital Platform and Hilton Honors recognition, adding wi-fi routers throughout the hotel, adding Hilton Honors stickers to entrances, adding digital reader maps, and having the Director of Front Office Operations ensure that they are updating the Digital Platform frequently with rooms for members to choose.
ContributorsRezac, Cassandra Rose (Author) / Niebuhr, Robert (Thesis director) / McWilliams, Claire (Committee member) / Dean, W.P. Carey School of Business (Contributor) / Barrett, The Honors College (Contributor)
Created2019-05