International Journal of Hospitality Management, May 1, 2021
Abstract Knowledge sharing plays a crucial role in how hospitality organizations gain a sustainab... more Abstract Knowledge sharing plays a crucial role in how hospitality organizations gain a sustainable competitive advantage. Using meta-analytic examinations based on 275 relationships from 54 primary studies, the current study proposes an integrative framework at both an employee and organizational level. Accordingly, this study comprehensively investigates the relations of knowledge sharing with its antecedents and consequences at both levels by synthesizing effect size estimates. Also, this study supplementarily conducts full-information meta-analytic structural equation modeling to examine the causality of proposed relationships. This study further examines the moderating roles of certain sub-dimensions of knowledge sharing and regions in each relationship of knowledge sharing with its predictors and outcomes. Based on findings derived from robust meta-analytic procedures, the authors identify several important patterns of findings. This study provides an advanced understanding of the nomological network of knowledge sharing in the hospitality organizational context.
Journal of Travel & Tourism Marketing, Sep 4, 2015
ABSTRACT The need to understand how social media affect the hospitality and tourism field has inc... more ABSTRACT The need to understand how social media affect the hospitality and tourism field has increased. This paper discusses and demonstrates social media analytics using Twitter data referring to cruise travel. This research also includes an in-depth analysis of tweets by three types of user groups: commercial, news/blogs, and private. The results show that not only were words related to travel, destination, industry, and emotion most frequently used in composing tweets, but celebrities, professional bloggers, cruise lines, and travel agencies actually led major subgroups on cruise topics on Twitter. Based on such findings, this study provides feasible marketing strategies.
ABSTRACT The authors attempted to explain why the generally accepted models built on social excha... more ABSTRACT The authors attempted to explain why the generally accepted models built on social exchange theory do not sufficiently capture these supporting behaviors. The authors used two types of perceived benefits (personal and community) and examined their direct and interaction effects on event affective commitment and advocacy. Of approximately 23,000 registered attendees of a recurring community running event, 1,897 participated in a web-based survey. This study used 528 responses from residents who participated in a marathon running program. The authors emphasize the importance of reflecting on different types of relationships (exchange and communal relationships) in understanding supporting behaviors.
ABSTRACT This study suggests a research framework for social network analytics and demonstrates t... more ABSTRACT This study suggests a research framework for social network analytics and demonstrates the process of integrating data and applying methodologies to understand visitor experiences at a destination. We applied both social media analytics and geographic information system (GIS) analysis to identify major topics and emotional expressions in a social network. A total of 56,418 tweets sent from Disneyland in California was used for analysis. The results identified three hot spots in the park where significantly pleasant tweets were posted. How to apply the research framework is discussed, and suggestions to researchers and marketers are given.
International Journal of Contemporary Hospitality Management, Dec 7, 2021
In view of the intense competition between businesses in the sharing economy and the conventional... more In view of the intense competition between businesses in the sharing economy and the conventional hospitality industry, this study aimed to compare consumers' private social dining and restaurant dining experiences. Design/methodology/approach: In-depth interviews with 29 private social diners were conducted to yield 10 dining experiential domains, which were then validated using online survey data from 840 diners across four sample groups-local (Hong Kong) private social diners, local (Hong Kong) restaurant diners, overseas private social diners, and overseas restaurant diners-to empirically examine a mechanism through which the dining experience influences diners' psychological and behavioral responses. Findings: Significant differences emerged among the four sample groups in their evaluations of dining experiences. The mediating role of memorability appeared weaker in overseas settings than in local settings. Originality/value: The study presents a novel angle on experiential consumption in the sharing economy to focus on food-sharing activities, which is thought to complement the currently skewed research focus in the sharing economy. A theoretically driven mechanism was also validated to explain the experiential differences between conventional restaurants and private social dining. Practical implications: The findings suggest restaurateurs be creative and open-minded in designing dining experiences that go beyond food-related satisfaction. Destination marketers should also find the findings insightful because they can diversify their catering offerings by differentiating private social dining with conventional restaurants.
Abstract Despite the popular use of social media analytics to scrutinize customer emotions, less ... more Abstract Despite the popular use of social media analytics to scrutinize customer emotions, less scholarly efforts have been invested in visualizing theme park visitors' emotions. Employing the convergence of social media analytics and geospatial analytics, this paper visualized cohesive places where Disneyland visitors express distinct types of emotion in social media messages. Among 226,946 collected tweets, this study used 19,809 tweets containing one or more emotion words listed in Russell's Circumplex Model of Affect. Text mining analysis and GIS-based exploratory spatial data analysis showed that tweets reflecting each quadrant of emotions have considerable spatial variations and different topics related to visitor emotions. The research approach enabled displaying particular spots in theme park zones and areas of riding attractions where emotions of each quadrant are significantly clustered. This study highlights methodological implications of visualizing spatial patterns of visitors' emotions and provides practitioners with a useful guide to develop routes evoking pleasant emotions.
This study investigated effects of coffeehouse brand experience and personality on brand prestige... more This study investigated effects of coffeehouse brand experience and personality on brand prestige and effects of brand prestige on brand relationship quality and brand loyalty. The study also explored the applicability of the four-factor model of brand experience and five-factor model of brand personality in the coffeehouse industry. Data were gathered from 309 coffeehouse customers via an online survey in the United Sates. This study found that brand experience and brand personality have direct effects on brand prestige, which leads to affect brand relationship quality and attitudinal brand loyalty. Also, brand relationship quality directly and indirectly influenced attitudinal and behavioral brand loyalty. Theoretical and practical implications are discussed for researchers and practitioners in achieving competitive advantages that can be developed through brand experience, brand personality, and brand prestige.
Journal of Travel & Tourism Marketing, Aug 4, 2017
ABSTRACT This study investigates the relationships among website features (i.e. informativeness, ... more ABSTRACT This study investigates the relationships among website features (i.e. informativeness, design, and interactivity), flow experience, and the user’s intention to seek and use travel information provided on destination marketing organization (DMO) websites. It incorporates the moderating effects of personality into those relationships. Respondents (n = 433) were asked to visit and explore a DMO website and then to respond as if they were planning to travel to the destination. The results show that three website features relate positively to flow experience and that flow experience contributes to behavioral intention. This study also finds that personality moderates the link between web features (informativeness and interactivity) and flow experience, the implications of which are discussed at the end of the paper.
Journal of Hospitality and Tourism Technology, Nov 14, 2016
Purpose The purpose of this paper is to use Twitter analysis to explore diner perceptions of four... more Purpose The purpose of this paper is to use Twitter analysis to explore diner perceptions of four types of Asian restaurants (Chinese, Japanese, Korean and Thai). Design/methodology/approach Using 86,015 tweets referring to Asian restaurants, this research used text mining and sentiment analysis to find meaningful patterns, popular words and emotional states in opinions. Findings Twitter users held mingled perceptions of different types of Asian restaurants. Sentiment analysis and ANOVA showed that the average sentiment scores for Chinese restaurants was significantly lower than the other three Asian restaurants. While most positive tweets referred to food quality, many negative tweets suggested problems associated with service quality or food culture. Research limitations/implications This research provides a methodology that future researchers can use in applying social media analytics to explore major issues and extract sentiment information from text messages. Originality/value Limited research has been conducted applying social media analysis in hospitality research. This study fills a gap by using social media analytics with Twitter data to examine the Twitter users’ thoughts and emotions for four different types of Asian restaurants.
International Journal of Contemporary Hospitality Management, Mar 2, 2023
Purpose Absorptive capacity is a knowledge-processing ability that hospitality organizations shou... more Purpose Absorptive capacity is a knowledge-processing ability that hospitality organizations should hone to create competitive advantage in a fierce business environment. This study aims to examine an integrative model explaining how hospitality organizations infuse external knowledge into competitive advantage via absorptive capacity processes and opportunity-capturing abilities. Design/methodology/approach This study used structural equation modeling, using the R Lavaan package, with 288 survey responses collected from hospitality employees. Findings Structural equation modeling with multiple indirect relationships presents a holistic picture of how hospitality organizations develop externally acquired knowledge into organizational outcomes through detailed absorptive capacity processes. Unit size is found to positively moderate the indirect relationship between external acquisition and competitive advantage through knowledge transformation only. Competitiveness level negatively moderates indirect relationships through assimilation and transformation. Practical implications The findings highlight the importance of hospitality organizations’ knowledge management capabilities through acquisition, assimilation, transformation and exploitation processes. These integrative mechanisms can be facilitated by intraorganizational coordinative processes through collective interpretations and applications of knowledge and effective organizational routines based on management and technical support. Originality/value This study proposes an integrative model encompassing a process perspective and the role of intraorganizational coordination in bridging potential and realized absorptive capacity.
Abstract Despite the magnitude of scholarly understanding of firm performance, there has been no ... more Abstract Despite the magnitude of scholarly understanding of firm performance, there has been no robust statistical meta-analytic review of antecedents of firm performance in hospitality and tourism journals. Therefore, this study conducted Hunter-Schmidt random-effects meta-analyses on the relationships between firm performance and its predictors based on Kaplan and Norton's balanced scorecard framework. This study identified fourteen antecedents of firm performance, and all proposed relationships were significant. This study also examined the moderating role of culture on the relationships at continental- and national-approaches by adopting sample z-tests and meta-regression. This study found the moderating role of culture on seven relationships at the continental-level comparison and identified corresponding cultural dimensions responsible for the degree of the relationships. This study expanded the literature on firm performance and contributed to strategic and financial management literature. Based on findings, the authors presented several important practical implications.
The purpose of this study was to test the service recovery paradox and double deviation on custom... more The purpose of this study was to test the service recovery paradox and double deviation on customers' overall satisfaction considering definitional and methodological issues. This study employed a scenario experimentation manipulated three dimensions of justice at two levels each (2 × 2 × 2 factorial design). A convenience sample of 286 casual restaurant customers was used in the study. Paired
International Journal of Contemporary Hospitality Management, Apr 10, 2017
Purpose This study aims to investigate the effects of coffeehouse brand experiences and brand per... more Purpose This study aims to investigate the effects of coffeehouse brand experiences and brand personality traits on brand prestige, and the effects of brand prestige on brand relationship quality and loyalty in the coffeehouse industry. Design/methodology/approach Validated measurements were identified from a literature review. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses from 309 coffeehouse customers using confirmatory factor analysis and a structural equation modeling, accordingly. Findings Brand experiences and brand personality traits had direct effects on brand prestige, which in turn influenced brand relationship quality and attitudinal loyalty. Brand relationship quality directly and indirectly influenced attitudinal and behavioral brand loyalty. Research limitations/implications The data were collected from coffeehouse customers in the USA; therefore, the results may not be generalizable to other regions or types of service industries. The results have important theoretical and practical implications for gaining a competitive advantage through brand experiences, brand personality traits and prestige. Practical implications To enhance the coffeehouse brand prestige, it is critical to enhance patrons’ experiential interactions by using sensory appealing equipment/tools, developing sentimental slogans, active/behavioral mascots and intellectual advertising. Furthermore, it is necessary for it to build and enhance its own brand personality characterized by sincerity, excitement, competence, sophistication and ruggedness. Originality/value This study is the first to empirically test the relationships between brand experiences, brand personality traits and prestige in the coffeehouse industry.
Drawing on Hobfoll's conservation of resources theory and Maslach's burnout theory, this study pr... more Drawing on Hobfoll's conservation of resources theory and Maslach's burnout theory, this study proposed and tested a conceptual model depicting relationships among the two forms of emotional labor strategies, depersonalization and customer orientation (CO). The model also examined the mediating role of depersonalization in the relationship between emotional labor and CO. Multigroup analyses were conducted to examine moderating effects of job position and job responsibility. Data obtained from cabin crews, airport service staff, and call center representatives working for an airline company in Korea were used to gauge these relationships. Results of structural equation modeling revealed that deep acting affects CO positively while surface acting affects CO negatively. The results further suggest that these relationships are mediated by both reduced and increased depersonalization, and the strength of the direct relationships may differ by employee position and area of service work. Theoretical and management implications are discussed based on the findings.
International Journal of Hospitality Management, 2014
Although hospitality employees' service sabotage behavior in service encounters is not only, more... more Although hospitality employees' service sabotage behavior in service encounters is not only, more seriously prevailed than generally presumed but also detrimental to the organizations' growth, and profitability, the topic has not been a major topic in hospitality research. Thus, this study aims to, provide answers to the questions "Why do hospitality employees engage in service sabotage, behaviors?" and "What can hospitality organizations do to mitigate them?" Based on conservation of, resources (COR) theory, we hypothesized hospitality employees' emotional labor, specifically, emotional dissonance, to be a major source of service sabotage. We also hypothesized burnout to have, a mediating effect, while emotional intelligence has a buffering effect on the mediated relationship, between emotional dissonance and service sabotage via burnout. The results of moderated mediation, regression analyses of the data from 309 customer-contact hotel employees in the U.S. supported all, the hypotheses in this study. The implications of the findings and future research directions were, discussed.
This study explores the functional roles of consumers' perceived brand value on brand credibility... more This study explores the functional roles of consumers' perceived brand value on brand credibility and brand prestige and consequent positive effects on key brand relationship outcomes. The links were depicted in a conceptual model and empirically tested with structural equation modeling using 309 consumers in a coffeehouse setting. The results suggest that perceived utilitarian value shapes brand credibility, and perceived hedonic and social value enhance brand prestige. In turn, brand credibility and brand prestige had positive effects on brand trust. The effects of perceived social value on social image congruence and well-being were also confirmed. Suggestions are provided.
Journal of Hospitality & Tourism Research, Jul 20, 2022
The body of work investigating marketing and strategic initiatives based on the marketing mix to ... more The body of work investigating marketing and strategic initiatives based on the marketing mix to enhance hospitality organizations’ performance has grown considerably over the last few decades. However, the literature has returned mixed findings that call into question the theoretical and practical effectiveness of the marketing mix. This study meta-analytically examines associations between multiple variables from the marketing mix and hospitality organizations’ performance through a synthesis of 185 relationships across 72 studies. The most impactful predictors were marketing expenses, franchising, and internationalization (objective measures), and quality control, strategic alliances, and market orientation (subjective measures). Marketing trends were also considered by assessing the moderating role of publication year in the respective relationships of brand image, internationalization, franchising, marketing expenses, and strategic alliances with performance. The identified antecedents offer insight into how hospitality managers strategically allocate organizational resources. Results offer compelling evidence for the hospitality marketing and strategic management literature.
Taking advantage of restaurant review websites enables customers to exchange each other's informa... more Taking advantage of restaurant review websites enables customers to exchange each other's information and opinions toward their restaurant experience. Online reviews have been an influential role for decision-makers, yet little is known about the impact of diners' evaluation and adoption. The purpose of this study is to determine how online restaurant reviews affect customers' decisions to choose a restaurant. Online users who have experienced restaurant review websites will be participated for its empirical investigation and collected data will be analyzed using structural equation modeling. It is expected that reviews with reliable articulation and more recent and sufficient information will contribute to customers' visit to restaurants. The study findings will help restaurateurs construct proper marketing strategies to encourage diners' intentions to visit and to minimize negative online reviews.
International Journal of Hospitality Management, May 1, 2021
Abstract Knowledge sharing plays a crucial role in how hospitality organizations gain a sustainab... more Abstract Knowledge sharing plays a crucial role in how hospitality organizations gain a sustainable competitive advantage. Using meta-analytic examinations based on 275 relationships from 54 primary studies, the current study proposes an integrative framework at both an employee and organizational level. Accordingly, this study comprehensively investigates the relations of knowledge sharing with its antecedents and consequences at both levels by synthesizing effect size estimates. Also, this study supplementarily conducts full-information meta-analytic structural equation modeling to examine the causality of proposed relationships. This study further examines the moderating roles of certain sub-dimensions of knowledge sharing and regions in each relationship of knowledge sharing with its predictors and outcomes. Based on findings derived from robust meta-analytic procedures, the authors identify several important patterns of findings. This study provides an advanced understanding of the nomological network of knowledge sharing in the hospitality organizational context.
Journal of Travel & Tourism Marketing, Sep 4, 2015
ABSTRACT The need to understand how social media affect the hospitality and tourism field has inc... more ABSTRACT The need to understand how social media affect the hospitality and tourism field has increased. This paper discusses and demonstrates social media analytics using Twitter data referring to cruise travel. This research also includes an in-depth analysis of tweets by three types of user groups: commercial, news/blogs, and private. The results show that not only were words related to travel, destination, industry, and emotion most frequently used in composing tweets, but celebrities, professional bloggers, cruise lines, and travel agencies actually led major subgroups on cruise topics on Twitter. Based on such findings, this study provides feasible marketing strategies.
ABSTRACT The authors attempted to explain why the generally accepted models built on social excha... more ABSTRACT The authors attempted to explain why the generally accepted models built on social exchange theory do not sufficiently capture these supporting behaviors. The authors used two types of perceived benefits (personal and community) and examined their direct and interaction effects on event affective commitment and advocacy. Of approximately 23,000 registered attendees of a recurring community running event, 1,897 participated in a web-based survey. This study used 528 responses from residents who participated in a marathon running program. The authors emphasize the importance of reflecting on different types of relationships (exchange and communal relationships) in understanding supporting behaviors.
ABSTRACT This study suggests a research framework for social network analytics and demonstrates t... more ABSTRACT This study suggests a research framework for social network analytics and demonstrates the process of integrating data and applying methodologies to understand visitor experiences at a destination. We applied both social media analytics and geographic information system (GIS) analysis to identify major topics and emotional expressions in a social network. A total of 56,418 tweets sent from Disneyland in California was used for analysis. The results identified three hot spots in the park where significantly pleasant tweets were posted. How to apply the research framework is discussed, and suggestions to researchers and marketers are given.
International Journal of Contemporary Hospitality Management, Dec 7, 2021
In view of the intense competition between businesses in the sharing economy and the conventional... more In view of the intense competition between businesses in the sharing economy and the conventional hospitality industry, this study aimed to compare consumers' private social dining and restaurant dining experiences. Design/methodology/approach: In-depth interviews with 29 private social diners were conducted to yield 10 dining experiential domains, which were then validated using online survey data from 840 diners across four sample groups-local (Hong Kong) private social diners, local (Hong Kong) restaurant diners, overseas private social diners, and overseas restaurant diners-to empirically examine a mechanism through which the dining experience influences diners' psychological and behavioral responses. Findings: Significant differences emerged among the four sample groups in their evaluations of dining experiences. The mediating role of memorability appeared weaker in overseas settings than in local settings. Originality/value: The study presents a novel angle on experiential consumption in the sharing economy to focus on food-sharing activities, which is thought to complement the currently skewed research focus in the sharing economy. A theoretically driven mechanism was also validated to explain the experiential differences between conventional restaurants and private social dining. Practical implications: The findings suggest restaurateurs be creative and open-minded in designing dining experiences that go beyond food-related satisfaction. Destination marketers should also find the findings insightful because they can diversify their catering offerings by differentiating private social dining with conventional restaurants.
Abstract Despite the popular use of social media analytics to scrutinize customer emotions, less ... more Abstract Despite the popular use of social media analytics to scrutinize customer emotions, less scholarly efforts have been invested in visualizing theme park visitors' emotions. Employing the convergence of social media analytics and geospatial analytics, this paper visualized cohesive places where Disneyland visitors express distinct types of emotion in social media messages. Among 226,946 collected tweets, this study used 19,809 tweets containing one or more emotion words listed in Russell's Circumplex Model of Affect. Text mining analysis and GIS-based exploratory spatial data analysis showed that tweets reflecting each quadrant of emotions have considerable spatial variations and different topics related to visitor emotions. The research approach enabled displaying particular spots in theme park zones and areas of riding attractions where emotions of each quadrant are significantly clustered. This study highlights methodological implications of visualizing spatial patterns of visitors' emotions and provides practitioners with a useful guide to develop routes evoking pleasant emotions.
This study investigated effects of coffeehouse brand experience and personality on brand prestige... more This study investigated effects of coffeehouse brand experience and personality on brand prestige and effects of brand prestige on brand relationship quality and brand loyalty. The study also explored the applicability of the four-factor model of brand experience and five-factor model of brand personality in the coffeehouse industry. Data were gathered from 309 coffeehouse customers via an online survey in the United Sates. This study found that brand experience and brand personality have direct effects on brand prestige, which leads to affect brand relationship quality and attitudinal brand loyalty. Also, brand relationship quality directly and indirectly influenced attitudinal and behavioral brand loyalty. Theoretical and practical implications are discussed for researchers and practitioners in achieving competitive advantages that can be developed through brand experience, brand personality, and brand prestige.
Journal of Travel & Tourism Marketing, Aug 4, 2017
ABSTRACT This study investigates the relationships among website features (i.e. informativeness, ... more ABSTRACT This study investigates the relationships among website features (i.e. informativeness, design, and interactivity), flow experience, and the user’s intention to seek and use travel information provided on destination marketing organization (DMO) websites. It incorporates the moderating effects of personality into those relationships. Respondents (n = 433) were asked to visit and explore a DMO website and then to respond as if they were planning to travel to the destination. The results show that three website features relate positively to flow experience and that flow experience contributes to behavioral intention. This study also finds that personality moderates the link between web features (informativeness and interactivity) and flow experience, the implications of which are discussed at the end of the paper.
Journal of Hospitality and Tourism Technology, Nov 14, 2016
Purpose The purpose of this paper is to use Twitter analysis to explore diner perceptions of four... more Purpose The purpose of this paper is to use Twitter analysis to explore diner perceptions of four types of Asian restaurants (Chinese, Japanese, Korean and Thai). Design/methodology/approach Using 86,015 tweets referring to Asian restaurants, this research used text mining and sentiment analysis to find meaningful patterns, popular words and emotional states in opinions. Findings Twitter users held mingled perceptions of different types of Asian restaurants. Sentiment analysis and ANOVA showed that the average sentiment scores for Chinese restaurants was significantly lower than the other three Asian restaurants. While most positive tweets referred to food quality, many negative tweets suggested problems associated with service quality or food culture. Research limitations/implications This research provides a methodology that future researchers can use in applying social media analytics to explore major issues and extract sentiment information from text messages. Originality/value Limited research has been conducted applying social media analysis in hospitality research. This study fills a gap by using social media analytics with Twitter data to examine the Twitter users’ thoughts and emotions for four different types of Asian restaurants.
International Journal of Contemporary Hospitality Management, Mar 2, 2023
Purpose Absorptive capacity is a knowledge-processing ability that hospitality organizations shou... more Purpose Absorptive capacity is a knowledge-processing ability that hospitality organizations should hone to create competitive advantage in a fierce business environment. This study aims to examine an integrative model explaining how hospitality organizations infuse external knowledge into competitive advantage via absorptive capacity processes and opportunity-capturing abilities. Design/methodology/approach This study used structural equation modeling, using the R Lavaan package, with 288 survey responses collected from hospitality employees. Findings Structural equation modeling with multiple indirect relationships presents a holistic picture of how hospitality organizations develop externally acquired knowledge into organizational outcomes through detailed absorptive capacity processes. Unit size is found to positively moderate the indirect relationship between external acquisition and competitive advantage through knowledge transformation only. Competitiveness level negatively moderates indirect relationships through assimilation and transformation. Practical implications The findings highlight the importance of hospitality organizations’ knowledge management capabilities through acquisition, assimilation, transformation and exploitation processes. These integrative mechanisms can be facilitated by intraorganizational coordinative processes through collective interpretations and applications of knowledge and effective organizational routines based on management and technical support. Originality/value This study proposes an integrative model encompassing a process perspective and the role of intraorganizational coordination in bridging potential and realized absorptive capacity.
Abstract Despite the magnitude of scholarly understanding of firm performance, there has been no ... more Abstract Despite the magnitude of scholarly understanding of firm performance, there has been no robust statistical meta-analytic review of antecedents of firm performance in hospitality and tourism journals. Therefore, this study conducted Hunter-Schmidt random-effects meta-analyses on the relationships between firm performance and its predictors based on Kaplan and Norton's balanced scorecard framework. This study identified fourteen antecedents of firm performance, and all proposed relationships were significant. This study also examined the moderating role of culture on the relationships at continental- and national-approaches by adopting sample z-tests and meta-regression. This study found the moderating role of culture on seven relationships at the continental-level comparison and identified corresponding cultural dimensions responsible for the degree of the relationships. This study expanded the literature on firm performance and contributed to strategic and financial management literature. Based on findings, the authors presented several important practical implications.
The purpose of this study was to test the service recovery paradox and double deviation on custom... more The purpose of this study was to test the service recovery paradox and double deviation on customers' overall satisfaction considering definitional and methodological issues. This study employed a scenario experimentation manipulated three dimensions of justice at two levels each (2 × 2 × 2 factorial design). A convenience sample of 286 casual restaurant customers was used in the study. Paired
International Journal of Contemporary Hospitality Management, Apr 10, 2017
Purpose This study aims to investigate the effects of coffeehouse brand experiences and brand per... more Purpose This study aims to investigate the effects of coffeehouse brand experiences and brand personality traits on brand prestige, and the effects of brand prestige on brand relationship quality and loyalty in the coffeehouse industry. Design/methodology/approach Validated measurements were identified from a literature review. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses from 309 coffeehouse customers using confirmatory factor analysis and a structural equation modeling, accordingly. Findings Brand experiences and brand personality traits had direct effects on brand prestige, which in turn influenced brand relationship quality and attitudinal loyalty. Brand relationship quality directly and indirectly influenced attitudinal and behavioral brand loyalty. Research limitations/implications The data were collected from coffeehouse customers in the USA; therefore, the results may not be generalizable to other regions or types of service industries. The results have important theoretical and practical implications for gaining a competitive advantage through brand experiences, brand personality traits and prestige. Practical implications To enhance the coffeehouse brand prestige, it is critical to enhance patrons’ experiential interactions by using sensory appealing equipment/tools, developing sentimental slogans, active/behavioral mascots and intellectual advertising. Furthermore, it is necessary for it to build and enhance its own brand personality characterized by sincerity, excitement, competence, sophistication and ruggedness. Originality/value This study is the first to empirically test the relationships between brand experiences, brand personality traits and prestige in the coffeehouse industry.
Drawing on Hobfoll's conservation of resources theory and Maslach's burnout theory, this study pr... more Drawing on Hobfoll's conservation of resources theory and Maslach's burnout theory, this study proposed and tested a conceptual model depicting relationships among the two forms of emotional labor strategies, depersonalization and customer orientation (CO). The model also examined the mediating role of depersonalization in the relationship between emotional labor and CO. Multigroup analyses were conducted to examine moderating effects of job position and job responsibility. Data obtained from cabin crews, airport service staff, and call center representatives working for an airline company in Korea were used to gauge these relationships. Results of structural equation modeling revealed that deep acting affects CO positively while surface acting affects CO negatively. The results further suggest that these relationships are mediated by both reduced and increased depersonalization, and the strength of the direct relationships may differ by employee position and area of service work. Theoretical and management implications are discussed based on the findings.
International Journal of Hospitality Management, 2014
Although hospitality employees' service sabotage behavior in service encounters is not only, more... more Although hospitality employees' service sabotage behavior in service encounters is not only, more seriously prevailed than generally presumed but also detrimental to the organizations' growth, and profitability, the topic has not been a major topic in hospitality research. Thus, this study aims to, provide answers to the questions "Why do hospitality employees engage in service sabotage, behaviors?" and "What can hospitality organizations do to mitigate them?" Based on conservation of, resources (COR) theory, we hypothesized hospitality employees' emotional labor, specifically, emotional dissonance, to be a major source of service sabotage. We also hypothesized burnout to have, a mediating effect, while emotional intelligence has a buffering effect on the mediated relationship, between emotional dissonance and service sabotage via burnout. The results of moderated mediation, regression analyses of the data from 309 customer-contact hotel employees in the U.S. supported all, the hypotheses in this study. The implications of the findings and future research directions were, discussed.
This study explores the functional roles of consumers' perceived brand value on brand credibility... more This study explores the functional roles of consumers' perceived brand value on brand credibility and brand prestige and consequent positive effects on key brand relationship outcomes. The links were depicted in a conceptual model and empirically tested with structural equation modeling using 309 consumers in a coffeehouse setting. The results suggest that perceived utilitarian value shapes brand credibility, and perceived hedonic and social value enhance brand prestige. In turn, brand credibility and brand prestige had positive effects on brand trust. The effects of perceived social value on social image congruence and well-being were also confirmed. Suggestions are provided.
Journal of Hospitality & Tourism Research, Jul 20, 2022
The body of work investigating marketing and strategic initiatives based on the marketing mix to ... more The body of work investigating marketing and strategic initiatives based on the marketing mix to enhance hospitality organizations’ performance has grown considerably over the last few decades. However, the literature has returned mixed findings that call into question the theoretical and practical effectiveness of the marketing mix. This study meta-analytically examines associations between multiple variables from the marketing mix and hospitality organizations’ performance through a synthesis of 185 relationships across 72 studies. The most impactful predictors were marketing expenses, franchising, and internationalization (objective measures), and quality control, strategic alliances, and market orientation (subjective measures). Marketing trends were also considered by assessing the moderating role of publication year in the respective relationships of brand image, internationalization, franchising, marketing expenses, and strategic alliances with performance. The identified antecedents offer insight into how hospitality managers strategically allocate organizational resources. Results offer compelling evidence for the hospitality marketing and strategic management literature.
Taking advantage of restaurant review websites enables customers to exchange each other's informa... more Taking advantage of restaurant review websites enables customers to exchange each other's information and opinions toward their restaurant experience. Online reviews have been an influential role for decision-makers, yet little is known about the impact of diners' evaluation and adoption. The purpose of this study is to determine how online restaurant reviews affect customers' decisions to choose a restaurant. Online users who have experienced restaurant review websites will be participated for its empirical investigation and collected data will be analyzed using structural equation modeling. It is expected that reviews with reliable articulation and more recent and sufficient information will contribute to customers' visit to restaurants. The study findings will help restaurateurs construct proper marketing strategies to encourage diners' intentions to visit and to minimize negative online reviews.
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Papers by Chihyung Ok