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Article
Publication date: 18 July 2019

Jahyun Song, Hyoungeun Moon and Miyoung Kim

Drawing upon the social presence theory, this paper aims to propose three social presence variables in the brand page context (the brand page as a medium, the presence of other…

1818

Abstract

Purpose

Drawing upon the social presence theory, this paper aims to propose three social presence variables in the brand page context (the brand page as a medium, the presence of other customers and interaction with the brand page manager) and to test their effects on customer engagement behavior (CEB) and customer-brand identification (CBI).

Design/methodology/approach

A total of 340 responses were collected via an online research platform and analyzed using structural equation modeling analysis.

Findings

The results revealed that both the social presence of the brand page and the interaction with the brand page manager are positively associated with CEB, whereas that of other customers negatively influences CEB, which in turn, positively affects CBI.

Research limitations/implications

This paper presents the underlying process of driving customers’ engagement activities and building psychological closeness between customers and brands by applying social presence theory and social identity theory to Facebook brand pages.

Practical implications

To enhance customers’ experiences on Facebook brand pages, practitioners should visualize brand page managers through diverse types of postings. Brand page managers need to balance the presence of others, as well as bring a sense of human-likeness on the pages using storytelling strategies.

Originality/value

This research sheds light on the human side of a non-human world. The results suggest that the sense of a human presence in virtual brand communities is essential to engage customers with online activities toward brands while also building a closer customer–brand relationship.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 9
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 4 February 2014

Miyoung Kim and Hailin Qu

The purpose of this study is to propose a refined technology acceptance model (TAM) to examine the relationship between factors that affect travelers' use of hotel self-service…

7790

Abstract

Purpose

The purpose of this study is to propose a refined technology acceptance model (TAM) to examine the relationship between factors that affect travelers' use of hotel self-service kiosks.

Design/methodology/approach

The target population of the study is domestic travelers whose e-mail addresses are in a publicly available database. The measures in this study were developed based on a thorough review of the previous literature. A self-administered questionnaire was developed and distributed through online, and a structural equation modeling (SEM) analysis was conducted by LISREL 8.0 to test the proposed extended technology acceptance model (TAM).

Findings

Results suggested that all external variables (i.e. perceived usefulness, perceived ease of use, compatibility, and perceived risks) have significant direct effects on travelers' attitude toward using hotel self-service kiosks. However, perceived usefulness and perceived ease of use did not have significant effects on travelers' satisfaction. Specifically, compatibility was the most important factor that influences travelers' attitude toward using hotel self-service kiosks, followed by perceived ease of use. Further, perceived risks have a significant influence on travelers' satisfaction, followed by compatibility.

Research limitations/implications

This paper provides guidance which will be useful to hotel managers and marketers seeking to improve travelers' acceptance of hotel self-service kiosks when utilizing these in their service delivery as well as to manage travelers' satisfaction of their experience with hotel self-service kiosks.

Originality/value

The new refined model of factors affecting travelers' use of hotel self-service kiosks comprises three new factors, including compatibility, perceived risks, and satisfaction.

Details

International Journal of Contemporary Hospitality Management, vol. 26 no. 2
Type: Research Article
ISSN: 0959-6119

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Available. Content available
Article
Publication date: 4 February 2014

Fevzi Okumus

131

Abstract

Details

International Journal of Contemporary Hospitality Management, vol. 26 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 16 December 2021

Miyoung Jeong, Kawon Kim, Forest Ma and Robin DiPietro

This study aims to identify key factors that affected US respondents’ dining behavior at restaurants during the midst of the COVID-19 pandemic.

3512

Abstract

Purpose

This study aims to identify key factors that affected US respondents’ dining behavior at restaurants during the midst of the COVID-19 pandemic.

Design/methodology/approach

Due to the lack of a prior framework or model to test customers’ perceptions of dining-out behavior during this unprecedented time, this study used a mixed-methods approach, conducting two focus group discussions to generate potential restaurant attributes, followed by a US-based survey using an online panel. Using structural equation modeling, this study tested eight developed propositions.

Findings

The findings of this study indicated that the three key factors (i.e. restaurant dining environment, communication and hygiene and contactless features) made customers feel comfortable dining in the restaurant during the pandemic. Out of these three factors, only the restaurant dining environment and communication and hygiene were essential predictors for customers’ perceived trust toward the restaurant, leading to their willingness to pay more. This study used two moderators, customers’ perceived risk and support for restaurants to examine how they affected customers’ perceived trust and willingness to pay, respectively.

Practical implications

This study provides both theoretical and practical implications to the current body of knowledge in customers’ dining-out behavior and the development of operational strategies for restaurants to accommodate customers’ changing dining-out behavior due to the COVID-19 pandemic. To develop a holistic conceptual framework, this study incorporates two COVID-19-focused measurement items, perceived risk and support of the restaurant, to identify their moderating roles in the relationships among the five proposed measurement items. This study provides restaurant operators with insights into the altered dining-out behavior of their customers due to the COVID-19 pandemic and prepares them for the post pandemic environment.

Originality/value

During the unprecedented pandemic situation, few customers are willing to dine in restaurants. As local and national governments lifted the mandated COVID-19 protocols, restaurants opened their business slowly to cater to customers in compliance with the centers for disease control’s health and safety regulations. It is of utmost importance for restaurant operators to accommodate their customers’ needs when they dine in the middle of the COVID-19 pandemic. There is a paucity of research that has examined customers’ comfort level when dining in restaurants and customers’ preferred dining environment during the pandemic.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 16 September 2022

Hyejo Hailey Shin, Miyoung Jeong, Natalia Zapata-Cuervo, Maricela Isabel Montes Guerra, Mi-Hea Cho and Yensoon Kim

This study aims to investigate how customers’ perceived risks of sharing economy (SE) affect their self-protective behaviors when using SE, leading to their future behavioral…

713

Abstract

Purpose

This study aims to investigate how customers’ perceived risks of sharing economy (SE) affect their self-protective behaviors when using SE, leading to their future behavioral intention. Additionally, this study looks into whether there are any differences between accommodation-sharing and ride-sharing customers in the aforementioned relationships.

Design/methodology/approach

An online survey targeting two groups of SE customers (i.e. accommodation sharing and ride sharing) was used. Using partial least squares structural equation modeling, the mechanism of how SE customers’ perceived risks of SE affect their self-protective behaviors, which in turn influence their future behavior intention. A multigroup analysis was performed to assess the difference between the two groups of SE customers. Finally, a multivariate analysis of variance (MANOVA) was conducted to see the potential differences between the five classifications of self-protective behaviors in their perceived risks.

Findings

SE customers’ psychological risks positively affected their hygiene protective behaviors and social protective behaviors, influencing their behavior intention and relative intention (compared with traditional services). Social risk had a negative impact on SE customers’ hygiene protective behaviors. There was a significant difference between accommodation sharing and ride sharing customers in their psychological mechanism of how perceived risks influence their self-protective behaviors.

Practical implications

The findings of this study help SE platforms and service providers better understand their customers’ perceived risks of their services and suggest them to promote their customers’ self-protective behaviors so that perceived risks can be mitigated, thereby generating strong behavior intentions. As the results indicated that there is a significant difference between the two major forms of SE (i.e. accommodation sharing and ride sharing) in their customers’ perceived risks and self-protective behavior, SE platforms can further refine their operational and marketing efforts based on the findings.

Originality/value

This study offers a comprehensive understanding of SE customers’ self-protective behaviors by examining the effects of SE customers’ different perceived risks on their self-protective behaviors during the unprecedented pandemic. Furthermore, the comparison of the two most popular forms of SE (i.e. accommodation sharing and ride sharing) provides new perspectives to understand customers’ behavior in the SE context.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 4
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 December 2022

Haemoon Oh, Miyoung Jeong, Hyejo Hailey Shin and Allan Schweyer

This study aims to advance the understanding of the relationships between employee engagement (EE), satisfaction and turnover intention (TI) beyond their known linear functions by…

1020

Abstract

Purpose

This study aims to advance the understanding of the relationships between employee engagement (EE), satisfaction and turnover intention (TI) beyond their known linear functions by providing a set of significant empirical evidence on nonlinear functions including quadratic, cubic and interactive effects.

Design/methodology/approach

This study used four 2 × 2 between-subjects experiments sampling 640 hospitality sales professionals through online data collection methods. EE and employee satisfaction (ES) were examined in disaggregation into personal and organizational dimensions. Residual regression models controlling for age and gender as covariates were the main approaches for analyzing data for nonlinear effects.

Findings

Both EE and ES consistently have significant negative quadratic and positive cubic effects on employees’ TI. EE and ES have a negative interaction effect, that is, complementing each other, on TI such that the effect is more pronounced at higher levels than lower levels of EE and satisfaction.

Practical implications

Organizations need to understand some threshold phenomena that may exist in the widely believed linear effects of EE and satisfaction on TI. Doing so may help allocate resources more effectively for EE and satisfaction.

Originality/value

This study examined the nonlinear as well as interactive nature of the relationships between EE and TI and ES and TI to expand our understanding of these relationships beyond the known linearity and add new empirical evidence to the literature.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 7
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 3 June 2024

Hyejo Hailey Shin, Kevin Kam Fung So and Miyoung Jeong

This study aims to cross-validate the technology experience (TE) scale and examine the potential differences in consumer TE across three different sectors.

258

Abstract

Purpose

This study aims to cross-validate the technology experience (TE) scale and examine the potential differences in consumer TE across three different sectors.

Design/methodology/approach

Across three separate studies, the TE scale and its psychometric properties and consequences were examined across three distinctive hospitality and tourism (H&T) sectors: accommodations (n = 640), food and beverage (n = 615) and tourism (n = 592).

Findings

The findings consistently show that TE is a second-order formative construct with nine dimensions. Furthermore, the factor structure of consumer TE is consistent across the focal sectors, enhancing the TE scale’s generalizability. While the dimensions consisting of TE were identical across the three sectors, the composites of TE were formed differently across the sectors, demonstrating the differences in consumers’ TE across the three sectors.

Practical implications

This research offers practical implications to the H&T industry regarding the different impacts of various TE dimensions on consumers’ overall experiences, thereby creating overall satisfaction and behavioral intentions.

Originality/value

To the best of the authors’ knowledge, this research was the first attempt to examine the differences in consumers’ TE across the sectors of the H&T industry. By identifying the different impacts of TE dimensions on consumers’ overall experience, this research provides theoretical and practical contributions by confirming the distinct characteristics of the sectors under the H&T industry.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 12
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 13 February 2017

Minwoo Lee, Miyoung Jeong and Jongseo Lee

This paper aims to explore how emotional expressions embedded in online hotel reviews influence consumers’ helpfulness perceptions. In particular, this study develops and tests…

6497

Abstract

Purpose

This paper aims to explore how emotional expressions embedded in online hotel reviews influence consumers’ helpfulness perceptions. In particular, this study develops and tests hypotheses analyzing empirical data with a text-mining method in the context of hotels to investigate how review valence influences the perceived helpfulness of online hotel reviews and to examine the role of negative emotional expressions embedded in online consumer reviews with respect to perceived helpfulness.

Design/methodology/approach

This study collected 520,668 online reviews involving 488 hotels in New York City (NYC) on Tripadvisor.com. Of these reviews, 69,202 reviews (13.29 per cent) that had received helpfulness votes were analyzed by a text mining method and negative binomial regression.

Findings

This study demonstrates that negative reviews are considered more helpful than positive reviews when potential customers read online hotel reviews for their future stay. However, when intensively negative emotions were expressed, the degree of helpfulness regarding negative reviews was diminished.

Originality/value

While emotional expressions prevail in online consumer reviews, surprisingly little attention has been devoted to the consequences of emotional expressions in consumers’ information processing and decision-making. Due to the nature of service, given the inseparability of production and consumption, which often hinders the execution of flawless service, consumers tend to be more dependent on reviews to minimize any potential failures they may encounter later on. Therefore, this study fills a gap by demonstrating that negative reviews and emotional expressions play a more crucial role in consumers’ information processing and decision-making.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 9 January 2017

Myunghee Mindy Jeon and Miyoung Jeong

This study aims to examine determinants of perceived website quality and associations among consequences of perceived website quality. Adopting the framework of loyalty…

8312

Abstract

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.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 28 May 2021

Hyejo Hailey Shin and Miyoung Jeong

This study aims to identify travelers’ motivational factors to adopt augmented reality (AR) applications at tourism destinations. Furthermore, this study seeks to investigate the…

2041

Abstract

Purpose

This study aims to identify travelers’ motivational factors to adopt augmented reality (AR) applications at tourism destinations. Furthermore, this study seeks to investigate the role of personal innovativeness as a moderator in the relationships between motivations and travelers’ behavioral outcomes.

Design/methodology/approach

Building upon two theories, cognitive evaluation theory and self-presentation theory, this study developed a conceptual framework to identify travelers’ inclination to use AR applications at tourism destinations. A sample size of 473 was collected through an online self-administered survey. Using partial least square (PLS) analysis, the proposed model was examined. To examine the moderating effect of personal innovativeness, a multi-group analysis was conducted with two groups: high-innovative and low-innovative. PLS method is used to test the study’s theoretical model.

Findings

Findings of this study indicate that both hedonic and utilitarian motivations significantly influenced travelers’ attitudes toward AR applications at tourism destinations. Self-presentation motivation appears to have a significantly positive impact on travelers’ attitudes toward AR applications only for the highly innovative group.

Originality/value

This study helps a better understanding of what motivates travelers to adopt AR applications at tourism destinations by integrating preeminent theories and applying them to the tourism context.

研究目的

本论文旨在指出游客在旅游目的地使用AR的驱动因素。此外, 本论文旨在研究个人创新性在驱动因素与游客行为结果之间的调节作用。

研究设计/方法/途径

本论文采用认知评价理论和自我表现理论作为理论基础, 建立了一个显示游客在旅游目的地使用AR应用的驱动力理论模型。本论文通过在线问卷共搜集473份数据。样本分析采用PLS分析法来验证理论模型。为了检验个人创新性的调节作用, 多组分析法在高创新性vs低创新性两组中进行。

研究结果

研究论文结果显示享乐型价值和实用型价值都对游客在旅游目的地使用AR的态度有显著作用。自我表现激励因素只对高创新性游客组对AR态度有着显著作用。

研究原创性/价值

本论文通过整合理论, 将其应用到旅游情境中, 解释了游客为何在旅游目的地使用AR的行为。

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

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