Service Quality,Satisfaction, and Behavioral Intention Among Forest Visitors

Abstract

This study explores the interrelationships between service quality and satisfaction, and their influence on behavioral intention among forest visitors. On-site surveys were conducted in a forest through face-to-face interviews (n = 395). The data were analyzed using structural equation modeling. The findings suggest that service quality is an antecedent of satisfaction and satisfaction plays a mediating role between service quality and behavioral intention. Further, service quality has a direct effect on behavioral loyalty, implying that the effect of service quality on behavioral intention is as important as that of satisfaction. The results of the study provide important theoretical implications to nature-based tourism managers.     

The Ethical Judgment of Private Club Senior Executives

ABSTRACT

The purpose of this study is to investigate effects of working experience and organization size on ethical judgments on ethical issues among senior private club executives. Senior club executives at small and large private clubs were given five vignettes, representing ethical dilemmas in five categories of ethical behavior identified by previous researchers. They were asked to determine whether each issue was a question of ethics or not (N = 413). The multivariate analysis of variance results indicate that senior executives working in the large-sized club with more than 20 years’ hospitality working experience tend to make higher ethical judgments on ethical issues.     

Job Satisfaction,Organizational Commitment,and Internal Service Quality

Abstract

The purpose of this study, was to create a case study in employee attitudes on job satisfaction, in a major Las Vegas, Nevada hotel/casino. To accomplish this, the authors specifically investigated the discrete level of their job satisfaction, internal service quality, and organizational commitment. They also explored the overall impact of job satisfaction and internal service quality on employee organizational commitment. Currently there is no reported research on the simultaneous examination of these three variables. The results of this study have practical applications given the size and the nature of the casino business, in which a large number of employees may be assembled in a single location, and where employees may move easily from one property to another.     

The Relationships Between Food Service Wait Staff Skills,Satisfaction, Commitment and Their Levels of Customer Orientation

Abstract

Restaurants are in an industry that seems to be one of the most competitivein the nation. The challenges of operating in this particular industry are exacerbated bythe relative similarities that exist between many food service providers. One means that may be used to achieve a degree of differentiation may be through the restaurant's customer contact personnel, i.e., its wait staff. The restaurant's wait staff is an important factor in determining customer satisfaction and customer satisfaction in turn is an important determinant of the restaurant's profitability and longevity. The purpose of this research is to assess the relationships that exist between the wait staff's levels of customer orientation and their sales skills, job satisfaction and organizational commitment. The results indicate that the positive relationships exist between the wait staff's customer orientation and their skills, job satisfaction and organizational commitment.     

The Japanese Vacation Visitor to Alaska: A Preliminary Examination of Peak and Off Season Traveler Demographics,Information Source Utilization,Trip Planning,and Customer Satisfaction

Summary

The current study examines data gathered on the Japanese visitor to Alaska during the summer of 1996 and winter of 1997. The survey focused on several topics: the demographic profile of the visitor, their motivations, the sources of information used, actual trip behaviors, and indices of customer satisfaction. Results indicate that the Japanese visitor to Alaska segment may be further subdivided based on season, winter and summer. Implications are discussed.     

Management Style and Environmental Scanning in the Search for Business Opportunities and Challenges

Abstract

Managers that scan the environment in their boundary spanning roles need to be attentive to the opportunities and challenges that may arise due to changes occurring within the environment. As an industry environment changes, an entrepreneurial management orientation helps firms adapt to changing market conditions. The purpose of this study is to examine the link between management style and environmental scanning. Based on responses from 201 top-level hotel executives, the findings suggest that entrepreneurial managers are more frequent scanners of the environment.     

Autonomy in trip planning and overall satisfaction

ABSTRACT

Tourists increasingly rely on Internet-based, autonomous resources to gather information, book, and pay for their trips; this increasing autonomy may affect their overall satisfaction. Using data about how Spanish tourists search for information and complete their bookings, this study analyzes the influence of tourist autonomy on overall satisfaction with the trip, as well as the effects of moderating characteristics related to both tourists and their trips. The results indicate a direct relationship between tourists’ autonomy and their overall satisfaction, as well as positive moderating effects of tourists’ previous travel experience and education, but negative moderating effects of trip complexity.     

An Investigation of the Level of Managers' Satisfaction with Their Sales Forecasting Process in the Restaurant Industry

ABSTRACT

This study is an investigation into the sales forecasting process of restaurant companies. Using a qualitative and quantitative approach, the researchers examined the level of managers' satisfaction with their sales forecasting process. The participants rated percentage of guest counts, sales dollars, and ease of use as important criteria to the level of managers' satisfaction with their sales forecasting process. It was also determined that a positive relationship existed between the sales forecasting benchmarking model and the level of managers' satisfaction with their sales forecasting process. The level of managers' satisfaction was also impacted by whether or not the sales forecast was actually evaluated. The study concluded with additional noteworthy findings on the managers' level of satisfaction with their process.     

Perceptions of Job Satisfaction and Job Performance in the Timeshare Industry

ABSTRACT

This study examines timeshare sales representatives' perceptions with respect to demographic and job related factors. Three leading U.S. timeshare companies were solicited to participate in this research. They were asked to distribute surveys to their sales representatives. The data were analyzed through the use of analysis of variance and a post hocmultiple comparison procedure to understand the timeshare sales representative perceptions of job satisfaction and job performance. The results show that there are demographic influences on the perceptions of job satisfaction and job performance.     

Linking Travel Motivation,Tourist Self-Image and Destination Brand Personality

Abstract

Despite a growing body of work on destination branding, there has been little investigation of whether or not tourists attribute brand personality characteristics to tourism destinations and whether or not an emotional connection exists based on tourists' perceived self-image and the ‘brand personality’ of destinations. The aim of this study is to explore the links among four key constructs proposed for the destination branding and choice processtourist needs, destination brand personality, self-congruity, and intentions to visit and satisfaction with a visit. The results indicate that where tourists can make an association between a destination and a destination brand personality, and where this association is consistent with their desired holiday experience, a high level of congruity will exist between the tourists' self-image and their perceptions of the destination. In turn this self-congruity was related to satisfaction with a visit to the destination but not to intention to travel to the destination.     

Hotel Guests' Cumulative Satisfaction Updating Process in the Context of Service Failure and Service Recovery

ABSTRACT

Consumers constantly revise their satisfaction judgments as they gain new service experience. While some researchers found that consumers weigh their prior cumulative experience more heavily than their most current individual service encounters when updating their cumulative overall satisfaction, others found the opposite result. Following the development of the literature, this study investigated customers' satisfaction updating process in the context of service failure and service recovery in the hotel industry. The results of the data analysis show that when updating overall satisfaction, participants weighed their current service encounter satisfaction more heavily than prior cumulative overall satisfaction, regardless of different levels of service failure and service recovery. The findings of this research also suggest that once customers experience service problems, it is difficult to bring customers' satisfaction level back to where it was.     

Mainland Chinese Canadian Immigrants' Leisure Satisfaction and Subjective Well-Being: Results of a Two-Year Longitudinal Study

ABSTRACT

The purpose of this study was to examine whether recent Chinese Canadian immigrants' (a) leisure satisfaction, happiness, and life satisfaction changed over a two-year period and (b) if leisure satisfaction affected their subjective well-being (SWB) over this same period. Participants completed an initial, trilingual telephone questionnaire (N = 220) and then were recontacted every six months for two years. Hierarchical linear modeling indicated that leisure satisfaction decreased over the two-year period, likely because of “leisure shock,” employment of a “withdrawn” strategy, or both. The results also showed that leisure satisfaction significantly and positively affected happiness and life satisfaction. Study limitations are identified, theoretical and practical implications are discussed, and future research recommendations are outlined.     

Why Do People Leave? a Study Of Nonsupervisory Restaurant Employees’ Polychronic Time Use Preference and Turnover Intention

ABSTRACT

The purpose of the study was to present a comprehensive view on the associations among polychronicity, job satisfaction, work engagement, and turnover intention within a restaurant context. Using a sample of 252 servers in full-service restaurants, structural equation modeling results found that polychronicity positively linked with job satisfaction, work engagement, and turnover intention. An indirect effect from polychronicity to job satisfaction to turnover intention was found. Results can assist restaurant managers in selecting candidates that best fit their organization. It will also assist employees in determining which career path best matches their personality traits.     

Hotel Marketing Managers' Responses to Ethical Dilemmas

ABSTRACT

This research concerns the perceptions and decisions of lodging sales and marketing executives in dealing with ethical marketing issues. Respondents were given ten vignettes, representing ethical dilemmas in the five categories of ethical behavior (coercion and control, personal integrity, physical environment, paternalism, and conflict of interest) identified by previous researchers. They were first asked to determine whether each issue was a question of ethics or not. Next, the respondents were asked what action they would take given the dilemma. The findings did not reveal any consistent pattern of respondent perceptions or actions. All of the vignettes embodied ethical choices. Results indicate a need for lodging sales and marketing executives to develop and adhere to ethical guidelines for the unique situations they face.     

A Cross-Cultural/National Study of Canadian,Chinese, and Japanese University Students' Leisure Satisfaction and Subjective Well-Being

ABSTRACT

The purpose of this study was to examine whether Canadian, Chinese, and Japanese university students' leisure satisfaction affected their subjective well-being (SWB) and, if so, how this process was similar and different cross-culturally/nationally. A series of stepwise multiple regressions indicated that, in general, satisfying leisure significantly and positively impacted SWB across all three cultures, but there were also differences between (a) Canada and both China and Japan in terms of aesthetic leisure satisfaction and (b) China and Japan in terms of psychological and physiological leisure satisfaction. Overall, our results suggest that while satisfying leisure significantly, positively, and substantively impacts SWB in both Western and East Asian cultural contexts, culture frequently influences which specific elements are pertinent. This cross-cultural/national study has important theoretical and practical implications for the currently Western-centric leisure literature and for the understanding of the different roles leisure plays in enhancing SWB across cultures, respectively.     

Influence of Hotel Information System Quality on System Use and User Satisfaction

ABSTRACT

By applying DeLone and McLean's Updated D&M IS Success Model, this study seeks to understand the influence of information system quality on the intention to use the system and user satisfaction within the context of HIS. Data used for the study were obtained from a survey that focuses on hotel employees' evaluation of HIS quality and their intention to use and satisfaction with the system. The results indicate that information system success measures can be meaningfully explained by HIS quality. Service quality that often represents support from information service providers within an organization, among the three aspects of HIS quality considered, has a significant positive influence on users' intention to use HIS and their satisfaction with the system, given the consideration of users' demographic characteristics, career, and the level of work reliance on HIS. Practical and theoretical insights of the findings are addressed.     

Domestic tourists to Elmina Castle,Ghana: motivation,tourism impacts,place attachment,and satisfaction

Abstract

Current research on dark tourism lacks an in-depth investigation of the relationships between the various psychological factors that influence tourist satisfaction. Using the cognitive-affective-behavior system, this paper evaluates a theoretical model that postulates relationships between four constructs, namely: motivation, perceptions of tourism impacts, place attachment, and satisfaction. The study extends the tourism literature on cultural sustainability by showing the psychological connections of domestic tourists to a dark heritage site, and the implications for perceptions of tourism impacts on this heritage. Based on a sample of 414 domestic tourists at a dark heritage site in Elmina, Ghana, PLS-SEM confirmed several inter-relationships among the four constructs. Motivation had a positive relationship with perceptions of positive and negative tourism impacts, suggesting that the tourists who were more motivated to visit the site for cultural/learning experiences were also more inclined to perceive both positive and negative tourism impacts. Implications for dark tourism and how heritage site management can influence tourists’ perceptions of impacts are offered.     

The Effect of Healthy Food Knowledge on Perceived Healthy Foods’ Value,Degree of Satisfaction,and Behavioral Intention: The Moderating Effect of Gender

ABSTRACT

This study seeks to determine how knowledge about healthy food impacts its perceived value, satisfaction, and behavioral intention among college students to access healthy foods, and to investigate the moderating effect of gender on the formulated relationships. The results show that knowledge about healthy food positively influences perceived value and behavioral intentions, and perceived value is a significant predictor of satisfaction and behavioral intentions toward healthy foods. In addition, knowledge about healthy food does not significantly influence on satisfaction in this study. The results regarding the moderating effects of gender show that gender only moderates the relationship between satisfaction and behavioral intentions toward healthy foods. These results offer useful information for foodservice companies and educational institutions; more specifically, for gaining a better understanding of college students’ behaviors and perceptions toward healthy foods and developing marketing strategies accordingly.     

Research Possibilities in Private Club Management

Abstract

This research project proposes a process that studies the service quality trade-offs that restaurant managers worldwide are willing to make in order to maximize their customers' satisfaction level. The project uses traditional conjoint techniques to determine which service attributes managers are willing to trade so that customer satisfaction is maximized.     

Multiple determinants of satisfaction from a specific waterfowl hunting trip

Abstract

This paper builds upon the multiple satisfaction approach to game management by evaluating the individual and combined effects of three basic dimensions—wildlife, human interaction, and nature/sport—on overall hunting satisfaction. In contrast to previous studies that focused on either hunting in general or deer hunting, this analysis was based on hunter evaluations of a specific waterfowl hunting trip. Results generally support the concept of multiple satisfactions, with a combination of wildlife, human interaction, and nature/sport variables accounting for 36% of the variance in satisfaction. Taken individually, nature/sport items explained more of the variation in satisfaction (R² = .23) than either the wildlife (R² = .08) or the human interaction variables (R² = .14). Some discrepancies were noted between the findings presented here and those reported in previous investigations. For example, contrary to several earlier studies that found success to be an important determinant of satisfaction, the zero‐order correlation between the number of birds bagged by the respondent and overall satisfaction was not significant. Such discrepancies with previous research are attributed to the hunters’ prior experience in the setting, their expectations for success, and the population and setting under investigation.