Jaemin Cha

Identifying the Dimensions of the Experience Construct

ABSTRACT This article identifies the underlying dimensions of a consumers experience. Data are collected through a Web-based survey using samples from three Internet distribution channels (n = 397). Exploratory factor analysis is employed. Scale-development procedures result in a seven-factor model consisting of Environment, Benefit, Accessibility, Convenience, Utility, Incentive, and Trust. Implications for management and future research are presented.

Identifying the dimensions of the guest's hotel experience.

This article identifies the underlying dimensions of a guests hotel experience, using data from a web-based survey of guests at a midwestern hotel and conference center. This study finds that the dimensions obtained in exploratory factor analysis can be replicated by confirmatory factor analysis with the same data set. These scale-development procedures result in an eighteen-item index consisting of four factors: environment, accessibility, driving benefit, and incentive. This four-factor structure of Hotel Experience Index also shows evidence of both convergent and discriminant validity.

Development and testing of the Consumer Experience Index (CEI)

Purpose – The primary purpose of this paper is to develop a parsimonious Consumer Experience Index (CEI) and then identify and validate the dimensionality of the experience concept.Design/methodology/approach – The study employed a four‐step methodology. After conducting a pre‐test and pilot test, data were collected from 397 adults via an online survey. A split‐sample technique was used for the data analysis. The first‐split sample (n=199) was used to conduct the exploratory factor analysis. Reliability, convergent validity, and discriminant validity were evaluated with a second‐half split sample (n=198) from confirmatory factor analysis.Findings – Scale‐development procedures resulted in a seven‐factor model comprised of the following dimensions: environment, benefits, convenience, accessibility, utility, incentive, and trust. Overall, the 26‐item CEI is a reliable and valid measure to determine the underlying components of a consumers experience.Research limitation/implications – This study concentrat...

Private club leaders' emotional intelligence: development and validation of a new measure of emotional intelligence.

This study specifically focuses on identifying the emotional intelligence (EI) of leaders in the private club industry, via an online survey assessment. This study identifies emerging issues and theoretical gaps in the current existing EI framework and describes the development of a new measure of EI. An initial six-factor structure of EI model was not supported; however, confirmatory factor analyses of the responses of 926 private club participants suggests that the revised three-factor structure of EI model (20 items), comprising IN, OUT, and RELATIONSHIPS, shows evidences of convergent and discriminant validity. This newly developed EI scale is psychometrically sound and, practically, sufficiently short to be a useful tool for application to real private club organizational settings. This study concludes with theoretical and practical implications, together with suggestions regarding future study that can advance current knowledge of EI.

Developing Revenue Managers for the Lodging Industry

This research concerns the development of lodging revenue managers, based on the important role they play in the success of the lodging enterprise. Factor analysis and gap analysis were used to measure perceptual differences between importance and training level in identified revenue-management activities. The findings suggest that developing effective revenue management strategies and analyzing trends are the two most important themes requiring development. The results indicate development of business acumen through simulations and role play activities.

Service Quality as a Component of the Hospitality Experience: Proposal of a Conceptual Model and Framework for Research

Most hospitality research has treated the concept of service quality as an entity unto itself. That is, it has been studied in isolation or as a precursor variable for satisfaction. In the era of the experience economy, however, service quality must be integrated into a holistic model built on the notion of a guests experience. Thus, this article proposes an integrated, three-phase model structured to incorporate service quality as a major component of the experience construct. While speculation about what constitutes a hospitality experience abound, the complex relationship among value, service quality, satisfaction, and experience is in its infancy. Before this relationship can be fully examined, dimensions of these four critical components need to be incorporated into a unified, holistic model that includes the four primary constructs of service quality, value, satisfaction, and experience. This article focuses on this initial challenge.

Commitment and Volunteer-Related Outcomes Among Private Club Board and Committee Member Volunteer Leaders

This study examined the direct and indirect factors influencing volunteer leaders’ future intentions to continue to serve as board and committee members in private clubs. The proposed model was tested with a sample of 457 board and committee members, using mainly a Web survey. Findings showed that the volunteer leaders’ affective commitment had a direct and positive influence on both their volunteer dedication and involvement, whereas their normative commitment had a direct and positive influence only on their volunteer dedication. Both volunteer dedication and involvement were found to be important, direct factors for volunteer leaders’ future volunteer intentions to continue to serve as board and committee members in private clubs.

Evaluating proactive behavior in lodging revenue management

Purpose – The objective of this study was to confirm the dimensions of revenue managers’ proactive work behavior in the lodging setting and to examine the effect of organizational structure on the degree of proactivity in their work behavior. Design/methodology/approach – The data (n = 280) collected from lodging revenue managers was analyzed, using exploratory factor analysis, confirmatory factor analyses and multivariate analysis of variance. Findings – The four factor model was confirmed – Voice, Individual Innovation, Taking Charge and Problem Prevention. Revenue managers who manage multiple properties were found to have greater proactivity than their single property counterparts. Research limitations/implications – A future study can work exclusively with individual companies to better understand the demographics of the Revenue Manager within specific organizations. Originality/value – This study enhances our understanding of revenue management activities and behaviors by focusing on the concept of p...

The relationship between emotional intelligence and contextual performance: Application to automated and vending service industry executives

This study examined the relationship between emotional intelligence (EI) and contextual performance among members of the National Automatic Merchandising Association (NAMA), representing leaders of the vending, coffee service, and food service management industries. Canonical analysis was used to investigate the relationships between three dimensions of EI—IN, OUT, and RELATIONSHIPS—and two dimensions of contextual performance—Interpersonal Facilitation and Job Dedication. Canonical analysis of the responses of 191 individuals demonstrated that there is a positive relationship between EI scores and contextual performance of NAMA members, as predicted.

Hospitality Students’ Intent to Become Involved as Active Alumni: A Predictive Model

Researchers examined the direct and indirect role and impact of student involvement in hospitality clubs and student-led events on desirable outcomes, consisting of students’ perceived emotional attachment to the hospitality program, their career focus in the hospitality field, and their future intent to become involved as active alumni. A conceptual model predicting students’ supportive behavioral intentions as active alumni was empirically tested using survey data from 430 hospitality students. Overall, all 5 hypothesized relationships from the proposed structural equation model were statistically supported. This studys findings suggest that hospitality program administrators and faculty advisers should encourage student involvement in hospitality clubs and event activities. Implications and future directions for research are discussed.