Copyright (c) 2009 University of Massachusetts Amherst All rights reserved. http://scholarworks.umass.edu/refereed Recent documents in International CHRIE Conference-Refereed Track en-us Thu, 12 Nov 2009 10:56:01 PST 3600 http://scholarworks.umass.edu/refereed/Sessions/Friday/30 http://scholarworks.umass.edu/refereed/Sessions/Friday/30 Fri, 31 Jul 2009 10:15:00 PDT This article contributes to the knowledge of how empowerment, employee customer orientation (CO), job satisfaction, organizational commitment and job involvement relate to each other. The path model presents a driver of CO (empowerment) and the influence of CO on outcome variables. Data from 308 employees of 9 full-service restaurants is used for the structure equation modeling (SEM) analysis. The results indicate that empowerment plays a significant role on employee customer orientation and the latter positively affects employees' responses to their jobs (job satisfaction, job involvement, and organizational commitment). Finally, important managerial implications are discussed and suggestions for future research are presented. Gabriel Gazzoli Human Resources Management http://scholarworks.umass.edu/refereed/Sessions/Saturday/19 http://scholarworks.umass.edu/refereed/Sessions/Saturday/19 Sat, 01 Aug 2009 11:00:00 PDT The intercultural service encounter, i.e. when the service provider and the customer are from different cultural backgrounds, is an increasingly common phenomenon in the service industry. It is essential to understand how intercultural service encounters affect employee performance. Through exploratory qualitative research, this study aims to understand service providers' perspectives and experiences in intercultural service encounters. The findings indicate that intercultural service encounters can serve as potential stressors for service providers and consequently induce negative emotions. Accordingly, several management practices are suggested for global hospitality in their quest to improve employee performance. Chen-ya Wang Human Resources Management Services Management and Marketing http://scholarworks.umass.edu/refereed/Sessions/Saturday/18 http://scholarworks.umass.edu/refereed/Sessions/Saturday/18 Sat, 01 Aug 2009 11:00:00 PDT The Purpose of this study was to assess the effect of leisure time on China's long-run economic growth. Two compensation effects of leisure were introduced into the economic growth model to assess if leisure choice-set affect economic growth in the long-run. A time series data of 23 years (1981-2003) was used in the study. A neoclassic growth model was used to analyze the data. The result found a weak negative relationship between leisure time and China's long-run economic growth. Xiang Wei Leisure/Recreation http://scholarworks.umass.edu/refereed/Sessions/Saturday/17 http://scholarworks.umass.edu/refereed/Sessions/Saturday/17 Sat, 01 Aug 2009 11:00:00 PDT The purpose of this study was to assess the effect of role ambiguity, role conflict and work schedule on university foodservice managers' perception of work-family conflict. It also assessed work-family conflict's influence on university foodservice managers' turnover intention. The results indicated that as role ambiguity and work hours worked per week increased the level of work-family conflict increased, and role ambiguity was the strongest contributor to work-family conflict. Some role conflict has a negative influence on, but too many roles can be detrimental. Work-family conflict explained about 14% of turnover intention among university foodservice managers. Bill Ryan Foodservice Operations/Culinary Arts Human Resources Management http://scholarworks.umass.edu/refereed/Sessions/Saturday/16 http://scholarworks.umass.edu/refereed/Sessions/Saturday/16 Sat, 01 Aug 2009 11:00:00 PDT The role of the relationship length in determining the bases for trust judgments has been recognized. However, simply using the relationship length to understand how individuals in vertical dyads form their trust in one another may overlook some factors whose relative importance in shaping trust may not vary over time. Drawing on existing literature, a conceptual framework is proposed to depict what factor(s) may experience changes in their relative importance over the course of a manager-employee relationship and what factor(s) may remain salient over time at an individual and interpersonal level of analysis. Yung-Kuei Huang Human Resources Management http://scholarworks.umass.edu/refereed/Sessions/Saturday/15 http://scholarworks.umass.edu/refereed/Sessions/Saturday/15 Sat, 01 Aug 2009 11:00:00 PDT The study examined the image-loyalty relationship in the context of exhibition tourism. Attendees' perceptions of exhibitions, venues and destinations were explored as an image package in relationship to their satisfaction and loyalty. Through the structural equation modeling, the study found that the image package of exhibitions, venues, and destinations influences attendee loyalty to exhibitions. Among the three constructs of image package, venue image is the most influential. By including different levels of image in an image package, the findings of the study contribute to the existing image-loyalty framework. This and other academic and practical implications were discussed. Ying Lu Meeting Planning and Convention Management http://scholarworks.umass.edu/refereed/Sessions/Saturday/14 http://scholarworks.umass.edu/refereed/Sessions/Saturday/14 Sat, 01 Aug 2009 11:00:00 PDT E-servicescape contributes to facilitating the online customer's surfing experiences in the course of casual navigation, collecting information, or purchasing a product/service. Despite its importance, few studies on e-servicescape have been noticed in the context of the lodging industry, specifically bed and breakfasts (B&B). This study attempts to examine the dimensions of e-servicescape (ambient, design, search aids and slogans, and functional aspects) as antecedents of perceived e-servicescape quality of B&B Website. It also attempts to measure e-servicescape quality of a B&B Website. Additionally, this study investigates dimensions of the e-servicescape that are the most influential on customers' decision-making in the selection of a B&B. Myunghee (Mindy) Jeon Information and Communication Technologies and Information Systems Lodging Operations http://scholarworks.umass.edu/refereed/Sessions/Saturday/13 http://scholarworks.umass.edu/refereed/Sessions/Saturday/13 Sat, 01 Aug 2009 11:00:00 PDT This paper examines visitors to wineries of two viticulutural regions in South Western Ontario. It initially explores what is wine tourism and who are wine tourists, and then addresses why winery visitation is paramount to the financial sustainability of many Ontario wineries. The paper examines the various factors that encourage consumers to experience wines at their point of production and profiles their demographic traits, attitudes and motivations, consumption patterns and purchasing behavior. A convenience sample of 396 visitors to six wineries provided data for this study. The results can serve Ontario vintners in developing effective marketing programs that attract visitors to their cellar doors. Richard I. Wade Marketing Tourism http://scholarworks.umass.edu/refereed/Sessions/Saturday/12 http://scholarworks.umass.edu/refereed/Sessions/Saturday/12 Sat, 01 Aug 2009 09:45:00 PDT The objectives of this study are to explore food-related lifestyle segments of the mature market, identify its socio-demographic characteristics and investigate differences in attitude to home meal replacement. A survey was conducted with adults 55 years of age and older living in Seoul. Out of 600 questionnaires distributed, 401 were retained for final analysis: a response rate of 67%. Cluster analysis identified five consumer segments. Significant differences were found among the five segments in terms of socio-demographic characteristics and attitudes to HMR. This study shows operators of HMR the patronage motives and attributes that each segment values when considering HMR. Yoon Jung Jang Foodservice Operations/Culinary Arts http://scholarworks.umass.edu/refereed/Sessions/Saturday/11 http://scholarworks.umass.edu/refereed/Sessions/Saturday/11 Sat, 01 Aug 2009 09:45:00 PDT This study provided a script theoretical perspective of consumer responses to behaviors of other consumers in service encounters and modeled consumer responses to behaviors of other consumers at two levels: Biologically-based spontaneous responses and culturally-patterned symbolic responses. In addition, this study proposed that situational salience of other consumers in a service encounter has a moderating effect on consumer responses. In two service contexts , this study provided strong support for the dual-process model and for the moderating effect of situational salience of other consumers on consumer responses. Implications for the emerging influence-of-other-consumers literature and hospitality service management were also discussed. Li Miao Services Management and Marketing