International CHRIE Conference-Refereed Track

The influence of perceived organizational support on engagement: a cross-generational investigation in the hospitality industry

Anna L. Kralj et al. — Thu, 28 Jul 2011 11:00:00 PDT

The entrance of Gen Y to the workforce has seemingly caused a profound challenge for hospitality employers. The purpose of this paper is to investigate the perceptions of engagement and perceived organizational support of Gen Y and non-Gen Y employees and to determine if significant differences exist in either the levels of, or the relationship between, the two constructs. Based on a survey of 914 hospitality employees, it is found that although Gen Y respondents have significantly less positive attitudes regarding their current work environment, the influence of POS on engagement is quite strong for all employees surveyed.

Accounting for Hong Kong Hospitality Students’ Intention to Join the Industry: The Role of Service Orientation, Emotional Intelligence, and Satisfaction with the Hospitality Industry

Song Chang et al. — Sat, 30 Jul 2011 09:45:00 PDT

CHRIE conference 2011

A Comparative Analysis of Alcohol Consumption Pattern Among Global University Students

Eliza C. Tse — Sat, 30 Jul 2011 09:45:00 PDT

Most studies on alcohol consumption of college students are conducted in the US. Others are done comparing overseas Chinese with the Caucasian or among students from Mainland China. This is a comparative analysis of students in the US, Europe and Hong Kong to ascertain their consumption pattern of alcohol and the differences in perception on alcohol usage. Survey instrument was used to collect data for this study. Overall, US and European students are far more likely to consume alcoholic beverages in comparison to Hong Kong Chinese students. US and European students were more likely to consume alcoholic beverages as they progressed through each year of their University education.

The Influence of Nationality and Service Quality on Positive Affect, Negative Affect and Delightedness

Joong-won Lee et al. — Sat, 30 Jul 2011 09:45:00 PDT

This study examined the interaction effect of nationality and dimensions of service quality on positive affect, negative affect and delightedness. Participants (n=216) viewed eight video clips of staged service encounters. Video clips ranged from 5-8 minutes in duration. Based on an orthogonal design, each video depicted a unique combination of levels of five service quality dimensions: reliability, responsiveness, empathy, tangibles, and assurance (Parasuraman, Zeithaml, and Berry 1988). Following each clip, participants were asked to complete self-report measures of positive affect, negative affect and delightedness. Data were analyzed using linear mixed model procedures. The presence or absence of each service quality dimension in the model was indicated with dummy vectors. Results indicate that service experience of guests is substantially affected by the five service quality dimensions; those dimensions did interact with culture/nationality. The interaction between nationality and reliability, assurance, and empathy was significant for all three outcome variables (delightedness, positive affect, and negative affect). In the analysis of positivity of affect, the interaction of tangibles and nationality was also significant. For negative affect, significant interactions were observed for four of the five service quality factors: reliability, responsiveness, assurance, and empathy. For delightedness, significant interactions were observed for reliability, assurance, and empathy. This study suggests that service providers might optimize guest experiences by focusing on preparation of staff to meet empathy, reliability, and assurance needs of guests, in addition to the other service quality dimensions.

Different Gender-based Roles on Cooperation: Integrating differentiated leader member exchanges, communication, and trust in hotel organizations

Seonjeong Lee — Sat, 30 Jul 2011 09:45:00 PDT

This study aims to discover how the relationship between leader-members exchange (LMX) differentiation and cooperation can be moderated by the different gender-based roles. Different gender-based roles are investigated through communication, trust, and perceived fairness in this study. Specifically, this paper proposes that male employees/leaders will less care about (LMX) differentiation, due to their task-oriented characteristics, than female employees/leaders, who are more relationship-oriented. In addition, male employees/leaders are likely to develop cognition-based trust; whereas, female employees/leaders tend to build affective-based trust. Furthermore, this study predicts female employees/leaders represent more cooperation when they are involved with participation throughout the process.

The Hedonic Experience of Travel-Related Consumption

Li Miao et al. — Sat, 30 Jul 2011 09:45:00 PDT

Many travel-related products and services are hedonically driven consumption. However, the hedonic experience of travel-related consumption is not well understood. This study examines the hedonic experience of a travel-related consumption event at its pre-consumption, consumption and post-consumption phases. The results from a spring break study show that predicted hedonic value is largely a function of temporal distance to a consumption event and shows an upward pattern as the event draws near. Our results also reveal that the experienced hedonic value is the lowest among the hedonic value ratings captured at six different points of time over the eight-week study period. The outcomes of this research bear theoretical and managerial implications for customer experience management, experiential consumption and consumer subjective well-being in the hospitality and tourism field.

Determinants of Internet Gambling Policy Adoption

Kahlil S. Philander et al. — Sat, 30 Jul 2011 09:45:00 PDT

Since its inception, online gambling legalization has been a controversial and contentious subject among governments worldwide. Residents in these jurisdictions face an uncertain future regarding the liberty to gamble online. This study seeks to identify which demographic, economic, technological, and sociological determinants contribute a government’s decision to allow their citizens to gamble online. A seemingly unrelated bivariate probit regression analysis revealed that national population, government revenues as a percentage of GDP, the Hofstede Uncertainty Avoidance Index, number of Internet users, and a country’s Christianity proportion contributed significantly to the observed distribution of online gambling legality in 47 countries.

A Study of the Impact of Tourism Economic and Non-economic Benefits on Residents' Pro-Environmental Behaviors in Community-based Ecotourism

Jingyan Liu et al. — Sat, 30 Jul 2011 08:30:00 PDT

A survey was conducted on 362 residents of a classical ecotourism destination in China to explore the impacts of both tourism economic and non-economic benefits on residents’ pro-environmental behaviors. The results of Structural Equation Modeling (SEM) indicated that tourism economic and non-economic benefits impacted on residents’ pro-environmental behaviors through perceived positive tourism impact as a mediator. These findings enriched literatures in ecotourism and had managerial value for the practitioners in domestic ecotourism community.

Scaffolding Intervention in Learning Statistics for Hospitality College Students: The Longitudinal Design

Ching-Hsu Huang et al. — Sat, 30 Jul 2011 08:30:00 PDT

The teaching and learning of statistics has impacted the curriculum in hospitality education. Many university students majoring in the hospitality management find the required statistics course to be blunt as well as difficult. Statistics has been demonstrated to be useful for crtical thinking. Because of these reasons, there is also a considerable interest in how to teach statistics. For statistics concepts that tend to be very difficult, many researchers have recommended using lots of different teaching strategies, including computer simulation methods and others, but there have been very few empirically and theoretically based studies related to student achievement using these methods. There were few studies focused on teaching and learning statistics in hospitality eduction.

Learning Outcomes of Intergenerational Service Learning: A Case Study of Event Tourism Students in a Midwest College

Carina King et al. — Sat, 30 Jul 2011 08:30:00 PDT

Student learning outcomes have been investigated across disciplines and the topics range from openness to diversity (Pascarella, Edison, Hagedorn, Nora, & Terenzini, 1996) to responsibility for improving society (Nelson Laird, Engberg, & Hurtado, 2005). Relatively little research has been done on student learning outcomes in the management of sporting events such as the Senior Games. The purpose of the study was to investigate the specific learning outcomes of intergenerational learning of undergraduate event tourism majors. 116 reflection papers were analyzed via qualitative content analysis. The two major themes identified were developing intergenerational relationships, and role modeling and personal development.

Minimizing Dissonance When Hosting Mainland Chinese Tourists: A Model of Understanding Their Role-clarity and Self-efficacy in Service Delivery

Sandy C. Chen — Sat, 30 Jul 2011 08:30:00 PDT

Built on role theory and its applications in service marketing and management, this study proposes a framework of understanding Chinese tourists as co-producers in service delivery. Specifically, this study calls for understanding Chinese tourists’ own perceptions toward their roles and self-efficacy in service production. By doing this, travel service providers can take a proactive approach to design programs that will help improve tourists’ role clarity and self-efficacy so as to influence their motivations and participation in the service co-production process. This study, along with those to follow, fills a void in tourist behavior studies and extends the literature of the role theory of service delivery as applied to emerging markets.

Impacts of "Green Movement" Cues of a Lodging Website on Customers' Emotion and Behaviors

Seonjeong Lee et al. — Sat, 30 Jul 2011 08:30:00 PDT

Along with increased concerns about the green movement in society and academia, this study conceptually discovers how green movement cues influence customers’ emotions, cognition, brand attitudes, and further their behavior intentions by applying the well-developed advertising processing model in an online environment—the modified Affect Transfer Hypothesis (ATH) model. In addition, this study aims to investigate how two different green movement indicators (i.e., functional and emotional cues) might influence customers’ emotions as well as cognition towards website advertising, brand attitudes, and further their behavior intentions differently in the context of lodging websites. Implications for academia, industry, and public policy are provided at the end.

An Investigation on the Self-Level Differences in the Relationships of Work-Family Conflict and Stress among Hospitality Employees

Xinyuan Zhao et al. — Sat, 30 Jul 2011 08:30:00 PDT

The field survey was conducted to test the hypothesized moderating role of chronic self regulatory focus on the relationships between work – family conflict (WFC) and challenge/hindrance stress. 287 hotel employees provided valid responses, showing that chronic promotion-focused individuals perceive WFC as challenge stressors while chronic prevention-focused individuals view WFC as hindrance stressors. The results suggest implications for increasing the effectiveness of family-friendly policies and management.

Understanding Culinary Tourists: Segmentations based on Past Culinary Experiences and Attitudes toward Food-related Behaviour

Dongkoo Yun et al. — Fri, 29 Jul 2011 16:30:00 PDT

This study segments the market for culinary tourists using two approaches. The first uses a combination of the level of participation in culinary experiences and food-related activities as prime motivators and results in four distinct segments (deliberate, opportunistic, accidental, and uninterested culinary tourists). The second is based on attitudes toward food-related behaviors at home and when traveling and three culinary tourist groups are highlighted (culinary-balanced, culinary-oriented, and familiarity-oriented tourists). In addition, this study compares differences and identifies the relationships between the two methods of segmenting culinary tourists. Findings indicate that a strong relationships exists between attitudes and behaviors, and suggest that culinary experiences at destinations (level of participation in food-related activities and activities as the prime motivator) are highly related to attitudinal, psychological, perceptional, and other behavioral factors. Further, the deliberate and opportunistic culinary tourists are equally significant in terms of market size, the economic contribution the segment has for the destination, and cultural/social interaction with communities.

The Influence of Geographical Distance Groups (GDGs) on Visitor’s Information Sources and Motivations in Local Festival Settings

Kwang-Ho Lee et al. — Fri, 29 Jul 2011 16:30:00 PDT

As an empirical study, a correspondence analysis was conducted to examine the relationship between geographical distance groups (GDGs) and (1) information sources, and (2) visitors’ motivation within the context of local festivals. A binary logistic analysis was then employed to identify the probability of higher satisfaction influenced by information sources, GDGs, and visitors’ motivations at local festivals. The results show that visitors’ information sources and motivations vary depending on GDGs. The study also reveals that information sources (i.e., TV and Word of Mouth) and GDGs are significant in predicting the likelihood of visitors’ higher satisfaction. The conclusions, implications and limitations were discussed in festival marketing.

Food Image, Satisfation and Behaviorall Intentions: The case of Malaysia's Portugese Cuisine

Muhammad Shahrim Ab Karim et al. — Fri, 29 Jul 2011 16:30:00 PDT

The primary purpose of this study was to investigate Malaysians’ perceived image, satisfaction, and behavioral intentions toward Malacca Portuguese cuisine. Self-administered questionnaire were distributed to customers who were dining at the Portuguese restaurant. A total of 187 respondents were participated in the study. The ‘quality’ and ‘variety and authenticity’ have been recognized as the essential images of Malaysia’s Portuguese cuisine. On the other hand, the respondents were satisfied with the ‘core value’ and ‘food choices’ of the Portuguese cuisine. Regression analyses showed that Portuguese food attribute satisfaction was significantly predicted overall satisfaction, and the overall satisfaction revealed significant relationship with behavioral intentions.

An Investigation of the Relationships between Hospitality Employees’ Work-family Conflict and Relaxation/social Intentions

Xinyuan Zhao et al. — Fri, 29 Jul 2011 16:30:00 PDT

A field survey was conducted to investigate the effects of hospitality employees’ work-family conflict on relaxation and social types of leisure intentions. Hypothesis testing followed the two-step approach of Structural Equation Modeling (SEM). Based on 271 valid responses in four full-service hotels, the study found that work-family conflict had both direct effects on hospitality employees’ leisure intentions and indirect effects mediated by job tension. Practically, hospitality organizations can utilize the results in applying appropriate leisure activities to help employees effectively cope with work and family role conflicts.

A Systematic Model for Program Evaluation and Curricular Transformation: A Tale from the Trenches

Stephanie G. Hein et al. — Fri, 29 Jul 2011 16:30:00 PDT

As the hospitality industry has matured, the knowledge expectations for hospitality graduates have increased. In response, the curricula of many hospitality programs have evolved to meet this demand. However, many observers have noted a systematic approach to curricular revision or program evaluation is absent from hospitality curriculum planning. Some have suggested that mere revision is insufficient and sweeping change or curricular transformation is needed. Recognizing the need to change, the Hospitality and Restaurant Administration Department at Missouri State University developed and employed a systematic approach to program evaluation that resulted in curricular transformation.

The efficacy of Servqual constructs to code online hotel guest reviews: A content analysis

Karl Titz Dr. et al. — Fri, 29 Jul 2011 15:15:00 PDT

Abstract Three-hundred online reviews for 60 geographically diverse lodging properties were coded using Servqual constructs. A total of 1,600 guest comments were coded under; tangibility, reliability, responsiveness, assurance, and empathy. Tangibles were the most frequently coded and represented 57% of the total. Servqual was a useful starting point for the analysis. However, the data revealed a more robust nature to customers’ service perceptions than the Servqual constructs. Sixty-two percent of the coded statements were positive. This study indicated a dynamic different from proprietary hospitality comment card/survey results where the dissatisfied are assumed to be more likely to share their experiences.

Interaction Quality in Service Encounter: Scale Development and Validation

Mr. Eid K. Alotaibi et al. — Fri, 29 Jul 2011 15:15:00 PDT

This paper describes the development and validation of a 24-item scale which aims to measure interaction quality of service exchange in the hospitality industry. The new scale operationalise the quality of interaction as a function of both cognitive and social aspects of service encounter. Following traditional methods of scale development, the study starts with reviewing the literature, evaluating current measures, and identifying limitations of the existing scale. This is followed by a series of semi-structured qualitative interviews to clarify concept and to ensure the new scale captures all aspects of interaction quality. The scale is then validated using a sample from UK population. The scale was found to be valid and reliable measure of interaction quality. The importance of such a scale for the service exchange is discussed.