Jeffrey A. Beck

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.

Identifying the dimensions of the experience construct: development of the model.

SUMMARY This article proposes a holistic, three phase model structured to incorporate the major components of the Experience construct. While speculation about what constitutes an 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 three primary constructs of Service Quality, Value, and Satisfaction. This article focuses on the first challenge by developing a model and offering some propositions to encourage future research about the experience construct in hospitality.

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...

Mystery Shopping in Lodging Properties as a Measurement of Service Quality

ABSTRACT Despite the prevalence of mystery shopping as a quality assurance practice in the U.S. lodging industry, it has not been recognized as a topic for empirical research. This study attempts to explore facts related to current mystery shopping practices in the industry and hotel senior managers perceptions of the effectiveness of mystery shopping as a tool to monitor service quality. Data were collected from hotel general managers and financial controllers through survey questionnaires. The results suggest that mystery shopping is being widely used in the industry as a tool to monitor service quality. Factor analysis identified three dimensions of service quality that can be effectively assessed by mystery shopping. The research findings provide an analysis of issues related to the implementation of the mystery shopping program that will help marketers develop and conduct mystery shopping programs more effectively.

Restaurant discounts for seniors - perceptions of the mature market.

An online survey of 685 persons over age fifty found that discounts aimed at persons over a certain age are not the driving force in where they decide to eat. Nevertheless, most believe that restaurants should offer discounts to older diners. Findings also show that high users of age-based discounts are more supportive of the practice than are low users, who are less driven to seek such discounts. The chief implication of these findings is that restaurateurs must consider carefully whether and how to offer discounts for Americans over a particular age. Rather than rely on discounts, restaurant operators must consider the overall price-value position that they are offering.

An exploratory application of Schein's career anchors inventory to hotel executive operating committee members.

Abstract The objective of the current study was to adapt Scheins Career Anchor Inventory to the careers of US Hotel Executive Operating Committee (EOC) members. A total of 447 questionnaires were returned for a response rate of 36%. The scales that are part of the Modified career anchors inventory had reliability coefficients ranging from 0.53 to 0.84. The study findings suggest that marketing executive operating committee members are more focused on being technically competent in their careers than other disciplines, staying within the discipline, rather than moving laterally across positions within the hotel. Furthermore, confirming earlier research, this study presents a case for rooms and food and beverage executive operating committee members making career decisions that will enhance the potential for promotion to general manager.

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.

Exploring leisure trip behaviors of university women students: an investigation of push and pull motivational models.

The current study explores underlying push and pull motivational factors of university women tourists and assesses whether push and pull motivational models are statistically acceptable for this market. A total of 1,226 responses obtained from a Web-survey are used for analysis. Exploratory factor analysis suggests six push and five pull motivational factors. Confirmatory factor analysis then indicate that the push and pull models are statistically acceptable for the university women travel market. From these findings, practical implications are discussed for leisure and travel market.

The two dimensions of restaurant selection important to the mature market.

ABSTRACT This article presents findings from an online survey of 685 seniors about what is important to them in selecting a restaurant in which to eat. Factor analysis and discriminant analysis were used to identify two dimensions of attributes that are important in selecting a restaurant for the mature market: experience and incentives. Implications for management and future research are included.