Graduate Student Research Conference in Hospitality and Tourism

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Now showing 1 - 5 of 259
  • Publication
    Perceived Service and Food Quality, Satisfaction, and Behavioral Intentions in Senior Retirement Communities
    (2011-01-08) Joung, Hyun-Woo; Choi, Eun-Kyong; Goh, Ben K
    Quality of life becomes a critically important issue in the senior’ later years. This trend has drawn huge attention and higher demand for senior retirement community because it provides the elderly a flexible and assured living environment. The specific objectives of this study were (1) to test the impact of service quality on residents’ satisfaction and behavioral intentions, (2) to examine the impact of food quality on residents’ satisfaction and behavioral intentions, (3) to identify how residents’ satisfaction affects residents’ behavioral intentions, and (4) to investigate the relationship between retention to restaurant and retention to senior retirement center. The result indicated that service quality did not positively influence retention to restaurant with corresponding estimate of .05. This implies that service quality impacts on retention to restaurant by mediating residents’ satisfaction. Also, more satisfied residents are more likely to retain to the restaurant; furthermore, those residents simultaneously tend to show more positive behavioral intention to the community.
  • Publication
    Restaurant Server Perspectives on Gratuity Pooling
    (2011-01-07) Roe, Susan
    This case study is intended to conduct an exploratory investigation of servers’ opinions regarding pooled gratuity restaurants on three related interests – servers, guests, and the restaurant entity itself. Servers that have experience working in a shared gratuity environment were asked their perceptions of advantages and drawbacks of pooling gratuities to the three major stakeholders in the restaurant experience. This inquiry is posed to assist restaurant operators in determining which method of gratuity distribution, either shared or individual, might best fit their establishment. The study resulted in preliminary conceptual model that describes proposed constructs that represent servers’ perceptions of working in a pooled gratuity environment.
  • Publication
    The Impact of Destination Image on Value, Satisfaction, and Loyalty: Moderating Effects of Tourist Characteristics and Involvement
    (2011-01-08) Mahasuweerachai, Patcharaporn; Qu, Hailin
    This study investigates the effect of destination image on perceived destination value, satisfaction and destination loyalty. This study also examines the moderating effects of tourist characteristics and involvement on the relationships between destination image and its outcomes. A total of 783 completed questionnaires were analyzed using structural equation modeling technique. The findings indicate that destination image has significant effects on perceived value, satisfaction and loyalty. The results also reveal that the strength of the effects do not depend on tourists’ gender or material status; however they do depend on tourists’ age, income, and level of involvement.
  • Publication
    Dynamics of Emotional Responses and Emotion Regulation during Multi-Stage Waits
    (2011-01-08) Kim, Seon Taik; Miao, Li
    When consumers have to wait during a multi-stage service delivery process, consumers’ emotional responses to the waiting may evolve over the course of interaction with services. Extant literature offers limited understanding of dynamic emotional response during multi-stage waiting. The current study examines the salience of specific types of negative emotions at each stage of waiting and the effect of emotion regulation strategies on encounter satisfaction. The moderating effect of regulatory focus on emotion regulation strategies is also examined. Implications for scholars and service managers are then discussed.
  • Publication
    The Moderating Effects of Tourist Characteristics and Novelty Seeking on the Relationships between Satisfaction, Revisit Intention and WOM
    (2011-01-08) Mahasuweerachai, Patcharaporn; Qu, Hailin
    This study investigates the moderating effects of tourist characteristics and novelty seeking on the relationships among destination attributes, satisfaction, revisit intention and word-of-mouth (WOM). Using structural equation modeling and a multiple group analysis, the findings reveal that the effects of destination attributes on satisfaction, revisit intention and WOM do not differ across age, gender, annual income, and marital status. The results also reveal that the strength of the effect of satisfaction on revisit intention depends on levels of novelty seeking. In other words, for tourists with high novelty seeking, the effect of overall satisfaction on revisit intention is weaker than for those with low novelty seeking.