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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
This dissertation examines the nexus of three trends in electricity systems transformations underway worldwide—the scale-up of renewable energy, regionalization, and liberalization. Interdependent electricity systems are being envisioned that require partnership and integration across power disparities. This research explores how actors in the Mediterranean region envisioned a massive scale-up of renewable energy within a single electricity system and market across Europe, North Africa, and the Middle East. It asks: How are regional sociotechnical systems envisioned? What are the anticipated consequences of a system for a region with broad disparities and deep sociopolitical differences? What can be learned about energy justice by examining this vision at multiple scales? A sociotechnical systems framework is used to analyze energy transformations, interweaving the technical aspects with politics, societal effects, and political development issues. This research utilized mixed qualitative methods to analyze Mediterranean electricity transformations at multiple scales, including fieldwork in Morocco and Germany, document analysis, and event ethnography. Each scale—from a global history of concentrating solar power technologies to a small village in Morocco—provides a different lens on the sociotechnical system and its implications for justice. This study updates Thomas Hughes’ Networks of Power, the canonical history of the sociotechnical development of electricity systems, by adding new aspects to sociotechnical electricity systems theory. First, a visioning process now plays a crucial role in guiding innovation and has a lasting influence on the justice outcomes. Second, rather than simply providing people with heat and light, electrical power systems in the 21st century are called upon to address complex integrated solutions. Furthermore, building a sustainable energy system is now a retrofitting agenda, as system builders must graft new infrastructure on top of old systems. Third, the spatial and temporal aspects of sociotechnical energy systems should be amended to account for constructed geography and temporal complexity. Fourth, transnational electricity systems pose new challenges for politics and political development. Finally, this dissertation presents a normative framework for conceptualizing and evaluating energy justice. Multi-scalar, systems-level justice requires collating diverse ideas about energy justice, expanding upon them based on the empirical material, and evaluating them with this framework.
ContributorsMoore, Sharlissa (Author) / Hackett, Ed J. (Thesis advisor) / Minteer, Ben (Committee member) / Parmentier, Mary Jane (Committee member) / Wetmore, Jameson (Committee member) / Arizona State University (Publisher)
Created2015
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
This dissertation explores the megamachine, a prominent metaphor in American humanist and philosopher of technology, Lewis Mumford's Myth of the Machine series. The term refers critically to dynamic, regimented human capacities that drive scientific and technical innovation in society. Mumford's view of the nature of collectives focuses on qualities and patterns that emerge from the behavior of groups, societies, systems, and ecologies. It is my aim to reenergize key concepts about collective capacities drawn from Lewis Mumford's critique of historical and modern sociotechnical arrangements. I investigate the possibility of accessing those capacities through improved design for Technology Assessment (TA), formal practices that engage experts and lay citizens in the evaluation of complex scientific and technical issues.
I analyze the components of Mumford's megamachine and align key concerns in two pivotal works that characterize the impact of collective capacities on society: Bruno Latour's Pasteurization of France (1988) and Elias Canetti's Crowds and Power (1962). As I create a model of collective capacities in the sociotechnical according to the parameters of Mumford's megamachine, I rehabilitate two established ideas about the behavior of crowds and about the undue influence of technological systems on human behavior. I depart from Mumford's tactics and those of Canetti and Latour and propose a novel focus for STS on "sociotechnical crowds" as a meaningful unit of social measure. I make clear that Mumford's critique of the sociotechnical status quo still informs the conditions for innovation today.
Using mixed mode qualitative methods in two types of empirical field studies, I then investigate how a focus on the characteristics and components of collective human capacities in sociotechnical systems can affect the design and performance of TA. I propose a new model of TA, Emergent Technology Assessment (ETA), which includes greater public participation and recognizes the interrelationship among experience, affect and the material in mediating the innovation process. The resulting model -- the "soft" megamachine --introduces new strategies to build capacity for responsible innovation in society.
I analyze the components of Mumford's megamachine and align key concerns in two pivotal works that characterize the impact of collective capacities on society: Bruno Latour's Pasteurization of France (1988) and Elias Canetti's Crowds and Power (1962). As I create a model of collective capacities in the sociotechnical according to the parameters of Mumford's megamachine, I rehabilitate two established ideas about the behavior of crowds and about the undue influence of technological systems on human behavior. I depart from Mumford's tactics and those of Canetti and Latour and propose a novel focus for STS on "sociotechnical crowds" as a meaningful unit of social measure. I make clear that Mumford's critique of the sociotechnical status quo still informs the conditions for innovation today.
Using mixed mode qualitative methods in two types of empirical field studies, I then investigate how a focus on the characteristics and components of collective human capacities in sociotechnical systems can affect the design and performance of TA. I propose a new model of TA, Emergent Technology Assessment (ETA), which includes greater public participation and recognizes the interrelationship among experience, affect and the material in mediating the innovation process. The resulting model -- the "soft" megamachine --introduces new strategies to build capacity for responsible innovation in society.
ContributorsGano, Gretchen (Author) / Guston, David (Thesis advisor) / Miller, Clark (Thesis advisor) / Selin, Cynthia (Committee member) / Wetmore, Jameson (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
The quality and quantity of talented members of the US STEM workforce has
been a subject of great interest to policy and decision makers for the past 40 years.
Recent research indicates that while there exist specific shortages in specific disciplines
and areas of expertise in the private sector and the federal government, there is no
noticeable shortage in any STEM academic discipline, but rather a surplus of PhDs
vying for increasingly scarce tenure track positions. Despite the seeming availability
of industry and private sector jobs, recent PhDs still struggle to find employment in
those areas. I argue that the decades old narrative suggesting a shortage of STEM
PhDs in the US poses a threat to the value of the natural science PhD, and that
this narrative contributes significantly to why so many PhDs struggle to find career
employment in their fields. This study aims to address the following question: what is
the value of a STEM PhD outside academia? I begin with a critical review of existing
literature, and then analyze programmatic documents for STEM PhD programs at
ASU, interviews with industry employers, and an examination the public face of value
for these degrees. I then uncover the nature of the value alignment, value disconnect,
and value erosion in the ecosystem which produces and then employs STEM PhDs,
concluding with specific areas which merit special consideration in an effort to increase
the value of these degrees for all stakeholders involved.
been a subject of great interest to policy and decision makers for the past 40 years.
Recent research indicates that while there exist specific shortages in specific disciplines
and areas of expertise in the private sector and the federal government, there is no
noticeable shortage in any STEM academic discipline, but rather a surplus of PhDs
vying for increasingly scarce tenure track positions. Despite the seeming availability
of industry and private sector jobs, recent PhDs still struggle to find employment in
those areas. I argue that the decades old narrative suggesting a shortage of STEM
PhDs in the US poses a threat to the value of the natural science PhD, and that
this narrative contributes significantly to why so many PhDs struggle to find career
employment in their fields. This study aims to address the following question: what is
the value of a STEM PhD outside academia? I begin with a critical review of existing
literature, and then analyze programmatic documents for STEM PhD programs at
ASU, interviews with industry employers, and an examination the public face of value
for these degrees. I then uncover the nature of the value alignment, value disconnect,
and value erosion in the ecosystem which produces and then employs STEM PhDs,
concluding with specific areas which merit special consideration in an effort to increase
the value of these degrees for all stakeholders involved.
ContributorsGarbee, Elizabeth (Author) / Maynard, Andrew D. (Thesis advisor) / Wetmore, Jameson (Committee member) / Anderson, Derrick (Committee member) / Arizona State University (Publisher)
Created2018
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