Ki-Joon Back

The Effects of Image Congruence on Customers’ Brand Loyalty in the Upper Middle-Class Hotel Industry

This empirical article explores the effects of image congruence on customers’ postpurchasing behaviors, focusing specifically on customer satisfaction and brand loyalty in the lodging industry. Key findings indicate that social and ideal social image congruence has significant direct effects on customer satisfaction and indirect effects on attitudinal brand loyalty. The proposed model is tested following a systematic approach to mediation analysis as part of a structural equation modeling. Furthermore, the article discusses the theoretical and managerial implications of the findings as well as future research ideas.

Modeling roles of service recovery strategy: A relationship-focused view

This study proposed and tested a theoretical model consisting of antecedents and consequences of recovery satisfaction using a scenario experimentation (2 × 2 × 2 factorial design). Each participant was provided the same service failure (overcooked steak) scenario and one of the eight recovery scenarios. Structural equation modeling was used to test the hypotheses based on 286 cases. All three dimensions of justice had positive effects on recovery satisfaction. Recovery satisfaction had positive effects on trust and overall satisfaction. Trust had positive effects on commitment and overall satisfaction. Commitment had positive effects on overall satisfaction and behavioral intentions. Although a service failure might negatively affect customers’ relationship with the service provider, effective recovery can reinforce attitudinal and behavioral outcomes. The findings emphasize that recovery efforts should be viewed not only as a strategy to recover immediate satisfaction but also as a relationship tool to build long-term relationships with customers.

Relationships Among Image Congruence, Consumption Emotions, and Customer Loyalty in the Lodging Industry

The authors investigated the relationship between image congruence and consumption emotions and the possible influence of this relationship on customer loyalty in the lodging industry. Overall fit of the proposed model and research hypotheses were tested using structural equation modeling. The results showed that their model, which links image congruence, consumption emotions, and customer loyalty, was generally supported, whereas the linkage between social image congruence and consumption emotions was not significant. Findings in this study integrate recent work of image congruence into the growing body of research on the role of consumption emotions in forming customer loyalty in the lodging industry.

PRE- AND POST-CASINO IMPACT OF RESIDENTS’ PERCEPTION

Abstract While most of the previous research on residents’ perceptions was conducted in the form of snapshots taken at a particular time, or after tourism development, this paper aims to explore any significant differences in these perceptions between pre- and post-development of casinos. The survey for this study was developed to examine the underlying relationships among impact, benefit, and support variables based on social exchange theory, using a structural equation model. The results show that positive economic impact was most significant in determining the benefit level, which was further enhanced after the casino opened. Respondents perceived positive social impacts to be most significant both before and after casino development.

Internal Relationship Marketing: Korean Casino Employees’ Job Satisfaction and Organizational Commitment

This study examined the relationship between the following key variables: internal service quality, self-efficacy, job satisfaction, self-esteem, and organizational commitment. The study sought to identify ways to improve casino employees’ job satisfaction, further enhance employees’ organizational commitment, and possibly decrease job turnover intention. A total of 328 Korean casino dealers responded to a survey questionnaire developed to test the study model. Results showed that all internal service quality dimensions (i.e., training, communication, and perceived benefits) positively influenced job satisfaction, as did self-efficacy. Job satisfaction subsequently and concurrently influenced self-esteem and organizational commitment. Based on study findings, management can glean practical implications for enhancing the quality of effective communication strategies, career development programs, and empowerment.

The Impact of Employee Training on Job Satisfaction and Intention to Stay in the Hotel Industry

ABSTRACT Training has been found to link with improving job satisfaction and employee intention to stay. The purposes of this research were to investigate the expectations and perceptions of training quality between hotel managers and employees, and to suggest implications for improving training quality and increasing training satisfaction, job satisfaction, and intention to stay among employees in the hotel industry. The conceptual model of this study was developed based on SERVQUAL and the ServiceProfit Chain model. T-test showed that employees perceived low training quality, which suggested employees were not satisfied with training quality and that training quality needed improvement. Results of regression analysis showed that training was positively related to training satisfaction and job satisfaction. Job satisfaction led positively to intention to stay. The indirect effect of training quality on intention to stay was mediated by job satisfaction. This study suggests more understanding of the importance of training quality and its consequences, and to pay more attention to employee training.

Investigating the effects of consumption emotions on customer satisfaction and repeat visit intentions in the lodging industry.

ABSTRACT This study addressed the impact of positive and negative consumption emotions on customer satisfaction and repeat visit intentions. A total of 248 cases were used to test the hypotheses using a series of multiple regression analyses. Generally, the findings were consistent with the literature. Two dimensions (positive and negative) of consumption emotions were confirmed in this study using a confirmatory factor analysis. Positive and negative consumption emotions showed significant effects on customer satisfaction and repeat visit intentions. Customer satisfaction was a significant determinant of repeat visit intentions. Customer satisfaction appeared to be a full mediator in the relationship between positive and negative consumption emotions of customers and their repeat visit intentions. Negative emotion had a greater influence on customer satisfaction and customer repeat visit intentions than positive emotion, so the loss aversion of the prospect theory was empirically supported in its explanation of customer repeat visit supported in its explanation of customer repeat visit intentions in the lodging industry.

Assessing Customers' Emotional Experiences Influencing Their Satisfaction in the Lodging Industry

Abstract The objectives of this study were to revise the Consumption Emotion Set to be applicable in the lodging industry, specifically by excluding emotion descriptors unlikely to be experienced by hotel guests and by uncovering underlying dimensions of consumption emotions and to identify key emotion factors that have significant effects on customer satisfaction. The reliability, item-to-correlations, and factor structures indicated that seven factors and the 38-emotion item scale were statistically robust and showed the applicability of scale to the lodging industry. While there was no significant relationship between “worrisome” factor and satisfaction, six of the seven factors were found to be key determinants of satisfaction.

A review of economic value drivers in convention and meeting management research

Purpose – Proposes to review convention and meeting management articles published in the hospitality and tourism literature.Design/methodology/approach – Uses content analysis of 147 articles published in hospitality and tourism journals for the 14 years from 1990 to 2003.Findings – Identifies five core research themes, i.e. economic impact of conventions, site selection, meeting participation processes, destination marketing, and advances in technology.Originality/value – Offers the first thematic view of convention and meeting management issues, derived from the literature.

Association Meeting Participation: A Test of Competing Models:

Understanding association meeting participation is increasingly important to destination marketers and meeting planners. This study develops and tests three competing models of conference participation. Using structural equation modeling, the results reveal that all three models provide theoretical bases for understanding meeting participation behavior. A fuller understanding of meeting participation is achieved by adding two domain-specific variables: destination image and past experience.