Start Date

7-1-2011 3:15 PM

End Date

7-1-2011 4:00 PM

Track

2. Track 2 - Poster Session

Subject Area

Hospitality and Tourism Education

Faculty Member

Name: Heejung Ro Position: Assistant Professor Department: Hospitality Services Department College: Rosen College of Hospitality Management Email: hro@mail.ucf.edu Phone: (407) 903-8075 Fax: (407) 903-8000

Abstract

The objective of this study is to examine the service failure evaluations by sample group and failure type. Specifically, we examine three sample groups (hospitality major students, other major students, and non-students) in two service failure types (outcome and process). Understanding a possible systematic bias in the sample groups with a moderating factor (failure type) can provide useful insights for researchers to use student subjects in research and evaluate research findings more cautiously . Since the proportion of the total population is unknown, quota samples (100 for each group) of 300 respondents were collected for the comparison analysis. During this research, experimental study was designed using quasi-experimental design. This study can address some issues relating to the use of student samples in hospitality research. The findings can reveal patterns of service failure evaluation by different sample groups and they can guide researchers with possible systematic bias insights in conducting future research and evaluating previous research findings with hospitality student subjects.

Keywords

student subject, hospitality research, general population, survey, service failure evaluation, outcome failure, process failure



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Jan 7th, 3:15 PM Jan 7th, 4:00 PM

Are students "Real People"? The Use of Student Subjects in Hospitality Research

The objective of this study is to examine the service failure evaluations by sample group and failure type. Specifically, we examine three sample groups (hospitality major students, other major students, and non-students) in two service failure types (outcome and process). Understanding a possible systematic bias in the sample groups with a moderating factor (failure type) can provide useful insights for researchers to use student subjects in research and evaluate research findings more cautiously . Since the proportion of the total population is unknown, quota samples (100 for each group) of 300 respondents were collected for the comparison analysis. During this research, experimental study was designed using quasi-experimental design. This study can address some issues relating to the use of student samples in hospitality research. The findings can reveal patterns of service failure evaluation by different sample groups and they can guide researchers with possible systematic bias insights in conducting future research and evaluating previous research findings with hospitality student subjects.