Myunghee Mindy Jeon

Customers’ perceived website service quality and its effects on e-loyalty

Purpose This study aims to examine determinants of perceived website quality and associations among consequences of perceived website quality. Adopting the framework of loyalty development, causal links are investigated among the website quality, customers’ perceived service quality, their satisfaction, return intention and loyalty in the context of the lodging industry. Design/methodology/approach An online field survey is conducted with internet bookers. A confirmatory factor analysis and a parameter estimate analysis using structural equation modeling are adopted to analyze the data. Findings The progression of the phases of loyalty proceeds in a linear fashion on a lodging website. Mediation effects of customer satisfaction and return intention are detected. Moderation effects of gender were also detected in the relationships among website service quality and consequences of website service quality. Research limitations/implications Caution is advised in generalizing findings of this study due to convenience sampling, although findings of the study do confirm results of previously conducted studies. Practical implications This study provides practical tips for website development for hospitality management to understand the e-loyalty formation process so that appropriate marketing strategies can be established to accommodate the type and degree of individual customer’s loyalty as well as gender-specific expectations from prospective customers. Originality/value This study demonstrates that customer loyalty formation in both physical and online environments has identical processes in the context of the lodging industry. The male group, compared to the female group, appears to be more sensitive in perceiving the effects of functionality of a lodging website, tends to develop customer satisfaction when perceiving website service quality and inclines to develop customer loyalty when having return intention.

Influence of Website Quality on Customer Perceived Service Quality of a Lodging Website

ABSTRACT This study attempted to identify key determinants of lodging website quality by examining their influence on customers’ perceived service quality (PSQ) of lodging websites. Based upon previous studies on website quality, this study assessed website service quality using two dimensions—functionality of website and customers’ experiential aspects—representing utilitarian and hedonic perspectives of a lodging website. Using confirmatory factor analysis, five attributes were verified: (1) ease of use, (2) accessibility, (3) privacy/security, (4) aesthetic/design and (5) customization/personalization. Results of a path analysis using structural equation modeling identified significant relationships among the five website quality attributes and customers’ PSQ. Also, the second order structural equation modeling analysis provided evidence of causal links between the two higher order constructs—functionality of website and customers’ experiential aspects—and customers’ PSQ of a lodging website. Implications and suggestions for future study were also provided.

Effects of experiential stimuli on customers’ responses: An example of bed and breakfast websites

Purpose The purpose of this study is to propose four experiential components of e-servicescape that influence customers’ pleasure emotions, satisfaction with bed and breakfast (b&b) websites and behavioral intentions in the context of the b&b industry. Design/methodology/approach This study is based on a cross-sectional, self-administered online survey from b&b customers. Findings This study identifies that both perceived enjoyment and social presence represent positive effects on customers’ pleasure emotions and satisfaction with b&b websites. However, flow experience only influences customers’ pleasure emotions, and interactivity only affects customers’ satisfaction with b&b websites. Results from this study confirm that customers’ pleasure emotions influence their satisfaction with b&b websites and their behavioral intentions. Originality/value This paper incorporates the roles of experiential factors of e-servicescape in the context of the b&b industry.

e-Social influence and customers’ behavioral intentions on a bed and breakfast website

ABSTRACT The ubiquitous presence of bed and breakfast (b&b) establishments on social media provides prospective customers with a plethora of information when making lodging choices. To understand customers’ behaviors during the decision-making processes, this study attempts to assess the causal relationships among customers’ motivations to use b&b websites, their flow experiences, emotional responses, and behavioral intentions in an online environment. It also examines whether social influence in online environments (e-social influence) affects associations among customers’ motivations, flow experiences, emotional responses, and behavioral intentions. Results indicate there are significant effects of hedonic and utilitarian motivations on customers’ flow experiences, emotional responses, and behavioral intentions toward b&b websites. Furthermore, e-social influence modifies a set of relationships between hedonic motivation and flow experiences, between flow experiences and behavioral intention, and between emotional responses and behavioral intention. Managerial and theoretical implications and suggestions for future research are discussed.

The historic Hawthorne hotel: improving customer service

Synopsis This case focusses on management and customer service issues at a historic hotel, the Hawthorne, in Salem, Massachusetts. By 1999, when Juli Lederhaus was hired as the new general manager, the Hawthorne had a reputation of being well past its prime and customers were dissatisfied with the quality of service and outdated physical facilities. This case describes the actions she took, up to 2012, to improve service. The case ends with Lederhaus contemplating whether more changes are needed given that she had just heard a rumor that a company was considering building a new hotel just a few blocks away. The case gives students the opportunity to analyze the strengths and weaknesses of the Hotel in relation to customer service, and propose recommendations for future improvements. Research methodology A qualitative, interview based, methodology was used. The researchers held numerous, face-to-face interviews with the owner and employees of various ranks. Information was also gathered from archival data and traveler review sites such as TripAdvisor.com and Yelp.com. Relevant courses and levels The case is targeted to undergraduate business and hospitality students at a sophomore or junior level. Classes in which this case could be used include: Organizational Behavior, Human Resource Management, and Hospitality Management.