David Joon-Wuk Kwun

Understanding the Consumer Experience: An Exploratory Study of Luxury Hotels

This study explores the consumer experience by examining empirical data collected via a series of in-depth, semistructured interviews with luxury hotel guests. The study findings indicate that hotel guest experiences constitute both physical environment and human interaction dimensions. The research findings suggest that luxury hotel experiences are affected by trip-related factors and personal characteristics of consumers, which impact perceived experience dimensions. The research findings provide specific implications for hotel executives looking for ways to differentiate themselves from their competitors through using experience marketing strategies. In particular, the proposed framework in this study can help practicing managers understand how different factors play a role in consumer experiences. This article contributes to the overall understanding of consumer experience by illuminating the experience perceptions of consumers within the luxury hotel segment.

Information technology applications and competitive advantage in hotel companies

Purpose – This paper aims to propose a conceptual framework that illustrates how information technology (IT) applications may lead to competitive advantage in hotel companies.Design/methodology/approach – The paper is written based on a synthesis of previous literature in this area.Findings – Multiple areas need to be carefully evaluated in developing and implementing IT projects so that they can lead to competitive advantage in hotel companies. There are four closely related areas when analyzing IT decisions in hotels, which include coherence between the business strategy and IT decision, types of IT applications, intended benefits of IT decisions, and decision‐making style. Technology sophistication, management skills, and integration of resources are key issues when implementing IT decisions. Investments into IT applications in hotel companies can lead to superior IT competencies and IT capabilities, which can subsequently result in lower cost, agility, innovation, added value for customers, and better...

Examining the effects of vacation ownership product attributes on customer satisfaction: An investigation of product purchase and use

Purpose – This research aims to propose a model that may be used to classify product attributes according to their effect on customer satisfaction within the services industry. It also aims to apply the model to vacation ownership products and to explore attributes related to both the purchase and use of the product: an owned luxury product. Design/methodology/approach – Data from 3,231 vacation ownership customers of multiple international companies were analyzed using a modified Kano model and related questionnaire. Findings – This study reveals the effect that specific product attributes have on customer satisfaction. It addresses previously unexplored attributes (i.e. sales techniques and hotel program benefits), confirms others previously identified with customer satisfaction (i.e. amenities, exchange benefits, hotel affiliation and vacation counselors) and reveals those that had no incremental effect on overall satisfaction (i.e. financing and activities). Practical implications – Results of this st...

The Effect of Jay-customer Behaviors on Employee Job Stress and Job Satisfaction

Guest-contact employees are often exposed to stressful situations resulting from jay-customer behaviors. The purpose of this study is to examine how jay-customer behaviors (customer incivility and customer aggression) affect employee job stress and job satisfaction. Surveys of 210 participants working as guest-contact employees in hospitality organizations were analyzed. The results show that customer incivility leads to decreased employee job satisfaction, which is fully mediated by increased job stress. The findings of this study suggest that hospitality managers should acknowledge the negative impact of jay-customer behaviors on employees and make efforts to minimize this effect through training, procedures, and supporting systems.

Effects of Psychological Ownership on Students' Commitment and Satisfaction

This study applies psychological ownership theory (J. L. Pierce, T. Kostova, & K. Dirks, 2003) in an attempt to explain the complexity of factors influencing students’ satisfaction and commitments toward their programs. The proposed framework evaluates psychological ownership through the following antecedents: perceived control, sense of belonging, student involvement, and identification. The sample includes students from 4 hospitality programs in the United States and Canada. The relationships between psychological ownership and satisfaction and commitment are tested with structural equation modeling. The results provide new knowledge about affective and psychological factors that contribute to students’ satisfaction and commitment.