Ben K. Goh

Competency Assessment for Entry-Level Lodging Management Trainees in Taiwan

The lodging industry in Taiwan is forging new links with hospitality management academia in the chain of supply and demand for entry-level managerial personnel. Essential competencies for entry-level lodging management trainees, based on input from industry professionals and academic educators in Taiwan, Republic of China, provided the basis for this investigation. The differences between perceptions of lodging professionals and hospitality educators regarding managerial trainee competency were examined. ANOVA [analysis of variance] was employed in testing relationships between perceptions of lodging management personnel and hospitality management educators. There were sixteen significant differences (p < .05) found between two groups within the sixty competency statements investigated. Recommendations and suggestions for the lodging industry, hospitality management education, and future research were included.

Investigating relationships between internal marketing practices and employee organizational commitment in the foodservice industry

Purpose – The purpose of this study is to investigate the relationships between internal marketing practices, employee job satisfaction, organizational commitment and turnover intention in the foodservice industry. Design/methodology/approach – The target population was employees who were currently working at a restaurant in the USA. All respondents were recruited from different states for the generalization of the study results. A confirmatory factor analysis validated the measurement model, and subsequently, structural equation modeling tested the proposed model. Findings – Three internal marketing practices – vision, development and rewards – were good indicators for predicting employee job satisfaction, and two internal marketing practices – development and rewards – in addition to job satisfaction were significant predictors for employee organizational commitment. Finally, the findings indicated that job satisfaction and affective commitment had a significant impact on lowering employee turnover inte...

Social Media Marketing: Applying the Uses and Gratifications Theory in the Hotel Industry

The purpose of this study was to examine the gratification factors that increase user satisfaction of hotels’ Facebook pages and to determine how user satisfaction affects visit intention to a hotel by applying the uses and gratifications (U&G) theory. Using structural equation modeling, this study suggested three gratifications of information, convenience, and self-expression serve as antecedents for user satisfaction with the hotel’s Facebook page, but two gratifications of entertainment and social interaction did not significantly affect user satisfaction with the hotel’s Facebook page. The results of the study also showed a positive relationship between user satisfaction with a hotel’s Facebook page and intention to stay at that hotel in the future. The findings of this study provide theoretical contributions by extending the application of the U&G theory to hotels Facebook usage and these results can guide hotel companies toward improving their Facebook pages in order to meet the users’ needs.

Predictors and Outcomes of Perceived Image of Restaurant Innovativeness in Fine-Dining Restaurants

This study proposed and empirically tested a model of the relationships among five predictors of restaurant innovativeness (e.g., perceived innovativeness of food quality, perceived innovativeness of environment quality, perceived innovativeness of service quality, price fairness, and satisfaction with existing service), perceived image of restaurant innovativeness, and three outcome variables (e.g., brand credibility, brand preference, and customer loyalty) within the context of fine-dining restaurant patronage. Specifically, the study focused on the role that perceived image of restaurant innovativeness plays in explaining the link between five predictors and three outcome variables. Hypotheses implied by the model were tested on a sample of 375 patrons of U.S. fine-dining restaurants. Findings revealed that perceived innovativeness of food quality, perceived innovativeness of environment quality, and price fairness are significant predictors of perceived image of restaurant innovativeness. The analysis also showed that perceived image of restaurant innovativeness influences both brand credibility and brand preference, while brand credibility had effect on both brand preference and customer loyalty.

The Development of a Graduate Distance Education Program in Hospitality Management

Abstract The Internet is increasingly being employed to provide educational programs to a diverse student population. Many hospitality programs are using this technology to offer graduate curriculum to individuals currently working in the industry. Most of these students could not attend a conventional graduate program and an Internet-based program allows them the convenience and flexibility they desire. This article examines some of the reasons why hospitality education programs should establish graduate distance programs. A timeline of activities required to develop a graduate distance education program is presented, and a summary is provided for those hospitality educators interested in developing a graduate distance education program of their own.

Influence of Mechanic, Functional, and Humanic Clues on Customers’ Experiential Values and Behavioral Intentions in Full-Service Restaurants

“Quality dining experience” is an important benefit for restaurants, but the concept of experiential value has been overlooked in restaurant service-quality studies. This study examines the effects of mechanical, functional, and human clues on customer experience and behavioral intention for full-service restaurants. Statistical analysis demonstrates that mechanical clues significantly influence functional and human clues, and that these clues are significant determinants of customers’ experiential value. Analysis also shows that functional clues and experiential value significantly influence customers’ behavioral intention. Therefore, managers of full-service restaurants should consider the role of functional and human clues when planning for their restaurant’s dining experience.

The Usefulness of the Theory of Planned Behavior: Understanding U.S. Fast Food Consumption of Generation Y Chinese Consumers

The purpose of this study was to assess how well a popular U.S. developed behavioral model, the theory of planned behavior, was able to explain Generation Y Chinese consumers’ purchase behavior regarding a fast food restaurant meal. Results provided considerable support in terms of robustness of the theory of planned behavior to predict and explain intentions to buy a fast food meal. The model also provided reasonable measures of fit for the Chinese sample. The findings can enhance the extant literature on the universal applicability of the model and can serve as useful references for further investigations of the validity of the model under other cultural settings and for other behavioral categories.

Cruise Passengers’ Perception of Key Quality Attributes of Cruise Lines in North America

This study identified cruise passengers’ perceived importance and performance of quality attributes for cruise lines in North America by utilizing an importance–performance analysis tool. The results concluded that: (a) room temperature, behavior of other passengers, food and beverages, and accommodation require immediate attention from cruise line operators; (b) the cruise lines are succeeding in providing excellent services for their customers, as well as maintaining a high level of overall shipboard cleanliness; and (c) cruise marketing efforts should promote the attractiveness of onboard activities and facilities, including entertainment, recreation and sports facilities, fitness and health facilities, supplementary facilities, and facilities for children. Overall, the results of this study help cruise lines identify which onboard attributes need more attention and determine the areas that may be consuming too many resources.

Mexican cross-border shoppers' motivations to the USA

Purpose – This study aims to examine the patterns of cross-border consumption of Mexican tourist-shoppers to the USA. More specifically, integrating literature from two ends – retail studies on shopping motivations and tourism research viewing cross-border shopping as leisure activities, this study aims to investigate the motivations of Mexican travelers as cross-border shoppers. Design/methodology/approach – A survey instrument was developed incorporating a set of 30 shopping motivation questions. Data were collected using the intercept survey methodology from 92 Mexican visitors who shopped at a major outlet shopping center in Central Texas in 2007. The motivational items were subsequently factor analyzed for possible underlying dimensions. Findings – Motivations of cross-border shopping by Mexicans in Texas demonstrated a combination of two aspects, the utilitarian and pleasurable shopping experiences. The cross-border consumption and shopping by Mexican residents in Texas, therefore, were both functio...

The Impact of Perceived Service and Food Quality on Behavioral Intentions in Continuing Care Retirement Communities: A Mediating Effect of Satisfaction

This study examined relationships among service quality, food quality, satisfaction, and behavioral intention regarding dining experiences in continuing care retirement communities in the United States. Specifically, the effects of service quality and food quality on residents’ satisfaction and behavioral intentions were investigated. Overall, the results of this study indicated that both service and food quality have positive impacts on residents’ satisfaction. However, only food quality positively influenced behavioral intention. This implies that service quality did not have a direct impact on behavioral intention. However, service quality influenced behavioral intention by mediating residents’ satisfaction. Practical implications based on the findings were also discussed.