Assessment of university campus café service: The students' perceptions

This paper presents the results of a study conducted to examine the important attributes in food service provision on a large Australian university campus. Ten café outlets (A to J to maintain anonymity of the café outlets) positioned across a large university campus located in an urban residential area were surveyed. A total of 410 students participated in the survey. Based on the frequency of patronage to the cafés results showed that five of the ten café outlets were more frequently visited in a given week. These were Café A, Café B, Café H, Café F, and Café I; however, the focus of this paper would be on Café A, which was just recently opened for business. Results indicated that students considered quality, price and service as the most important attributes in patronizing a particular café on campus. Results also indicated that students were most satisfied with important attributes such as convenience, ambience and quality during their visit to the café. Paired samples' t-test results showed statistically significant differences between the perceived importance and level of satisfaction with all attributes except the opening hours attribute. Results are discussed with possible implications and suggestions for further research.     

The Importance of Hotel Attributes in Contributing to Travelers' Satisfaction in the Hong Kong Hotel Industry

Abstract

This study surveyed 402 international travelers to explore their satisfaction levels towards service and facility quality in three Hong Kong hotel market segments, High-Tariff A, High-Tariff B and Medium Tariff. Six perception dimensions were extracted from 33 hotel attributes by a factor analysis. All six dimensions had a significant impact on the overall satisfaction of travelers with service quality and facilities in the three Hong Kong hotel market segments. Quality of Staff Performance was the most influential factor followed by Quality of Room Facilities, Value for Money, Variety and Efficient Services, Business Related Services, and Safety and Security respectively. It was found that travelers had the lowest satisfaction level towards the Medium-Tariff hotel segment. By identifying the most influential hotel dimension in influencing travelers' satisfaction levels, hoteliers will be in an advantageous position to formulate tactics to meet the changing needs and expectations of travelers. Implementing human resources training that emphasizes the fact that service quality is part of each employee's job should have a significant impact on guest re-purchase intention. The importance of value segmentation cannot be overlooked by hoteliers. Travelers will continue to expect hotels to provide more value-for-money services and facilities and they are expected to shift their purchasing decision to an economic value basis.     

Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment

This study empirically examined not only the relationship between perceived quality and satisfaction/loyalty, but also the role of customer perceptions of atmospherics in an ethnic restaurant segment. Specifically, this study, using hierarchical regression analyses, investigated the direct effects of service quality and food quality on customer satisfaction and loyalty as well as the moderating effect of the perception of atmospherics, in Korean restaurants. As expected, this study showed that service and food quality have positive and significant effects on customer satisfaction and loyalty. This suggested that, similar to other restaurant segments, employee service and food are of great importance for ethnic restaurants as well. Verifying the moderating role of atmospherics, however, this study found that good employee service can be more effective for increasing the satisfaction and loyalty of customers with a low perception of the atmospherics compared to those with a higher perception. Further, providing quality food is particularly critical for creating customer satisfaction in ethnic restaurants where atmospherics are not satisfactory. More detailed findings and implications are also discussed.     

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.     

Segmentation of Mega Event Motivation: The Case of Expo 2010 Shanghai China

The purpose of this study was to examine the motives of Chinese nationals who attended the Expo 2010 in Shanghai, China, and to understand their perceptions about service quality, satisfaction, and behavioral intentions. The results of this study revealed six motivation factors and three mutually exclusive clusters based on their motives. In particular, the “multipurpose experience seekers” showed more favorable service quality perceptions and higher satisfaction than their counterparts. The three segments based on their motivation also demonstrated significant differences in selected sociodemographic variables, which could be used effectively by the event organizers. Marketing implications and suggestions for attracting visitors to a mega event were presented.     

Linking AI quality performance and customer engagement: The moderating effect of AI preference

Drawing upon affordance theory, this study positions artificial intelligence (AI) as a commercial service in examining its influence on customer engagement in the hotel context. In particular, we seek to understand linkages between customer perceptions of AI service quality, AI customer satisfaction and engagement. Given the multiplicity of services offered by service organisations, customers’ preference for AI service is modelled as a moderator of customer perceptions and attitudes towards AI. Data was collected from a sample of hotel customers in Australia who had previously used AI tools or services. Our results reveal a significant chain effect between AI service indicators, service quality perceptions, AI satisfaction and customer engagement. AI preference has a significant moderation effect on information quality and satisfaction. These findings provide new insights into the consumer services literature and have important implications for marketing practitioners.     

Sources of satisfaction with luxury hotels for new,repeat, and frequent travelers: A PLS impact-asymmetry analysis

There are differences in service expectations according to travelers' experiences. This study aims to identify the structure of service quality factors with regard to satisfaction with luxury hotels concerned with new, repeat, and frequent travelers to Macau. The data are analyzed by a partial least squares (PLS) impact-asymmetry analysis in order to explain how the structure of factors can influence the behaviors of three visitor segments. The results of this study explore the transformation of the factor structure of customer satisfaction across different experiences encountered. This study contributes to the knowledge of life cycle theories using three-factor theories that position most of the quality attributes in the introduction stage as excitement factors; they show various types of factors in a growth stage, and they unify to performance factors when the products and services mature. Thus, asymmetrical analyses are highly appropriate for studying customer behavior throughout the customer life cycle.     

服务失败后自我建构与质量预期对满意和口碑的影响

当顾客遭遇由个别雇员引发的服务失败时,顾客会产生怎样的心理反应?文章基于服务失败情境探讨了顾客的自我建构倾向与服务质量预期对满意度与负面口碑传播的影响。研究运用实验法模拟(餐厅)服务情境,结果发现,当服务失败源于个别雇员的不当行为时,如果顾客对企业的服务持有相对负面的质量预期,那么自我建构类型为互依型的顾客(vs.独立型自我建构)更倾向于认为企业对雇员的服务质量具有可控性,会对企业更不满意;但在负面口碑传播上,独立型自我建构的顾客却反而更有可能通过口碑传播服务失败经历(vs.互依型自我建构)。文章在此基础上主要讨论了自我建构对服务失败研究以及企业实践的启示,并指出未来可进一步研究的内容。     

How Service Quality Affects Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction,Service Recovery,and Perceived Value

This study develops a conceptual model of the effects of service quality on customer loyalty that reflects the mediating role of customer satisfaction and the moderating role of service recovery and perceived value, and applies this model to the travel industry. A survey and analysis confirm that customer satisfaction is positively influenced by service quality, and customer loyalty is positively influenced by customer satisfaction. Furthermore, customer loyalty is indirectly influenced by service quality through the mediator of customer satisfaction. The relationship between service quality and customer satisfaction is found to be stronger for customers who have a positive experience of service recovery; and the correlation between customer satisfaction and customer loyalty is stronger for customers who perceive high service value.     

Converging Services Marketing and Tourism Approaches in Satisfaction and Service Quality Research

ABSTRACT

This paper attempts to converge the utilitarian or provider-based concept of service quality and the experiential or customer-based concept of satisfaction. It presents two empirical projects which examined visitor's service quality and satisfaction judgements by alternative methodological approaches. The first is a quantitative study of visitor's assessment of historic houses, illustrating that quality and satisfaction concepts can be successfully combined into a model of the means-end chain type. The second is a qualitative study of visitor's narrative assessment of successive service experiences, highlighting the various functions of service quality aspects during the entire holiday stay. Finally, the authors argue that these kinds of approaches may contribute to the academic debate on satisfaction and service quality constructs, and will equally open up new opportunities for service and destination marketers in tourism.     

An Integrated Approach to Service Quality in Hotels

ABSTRACT

An examination of service quality in hotels goes beyond the measurement approach by incorporating, customer satisfaction, organizational culture and climate. Customer satisfaction is examined and the use of employee perceptions of customer satisfaction is proposed as an index for customer satisfaction. Organizational climate is discussed as being a fundamental element that needs to be understood and used by managers in order to promote service quality. A conceptual model that incorporates all the elements of an expanded service quality model is presented by utilizing organizational culture and climate as its base. It is argued that hotel managers need to address all aspects of the model simultaneously instead of the single element at a time approach.     

The role of food service in tourist satisfaction

The paper is based on empirical investigation carried out amongst a 341-sample population visiting the Black Sea resorts of Romania in August 1997. The purpose of the study was to investigate the role and importance of food service in tourist satisfaction and to note any differences in satisfaction levels between regional groups. Analysis of the findings revealed that significant differences existed between three tourist groups’ satisfaction perceptions of value for money, quality of food, number of dishes, standard of food service, variety of dishes, presentation of food and speed of service in general; and of bread, coffee, meat and soup in particular. Overall results further indicated that quality of food, value for money, variety of dishes, attractiveness of surroundings and presentation of food were the attributes that most affected the overall food service experience in Romania. The paper concludes that food service is an important contributor to tourist satisfaction and that there are significant differences in satisfaction levels with food service between eastern and western European, and Romanian tourists.     

Customer satisfaction using low cost carriers

Low cost carriers (LCCs) have a competitive advantage over full service carriers (FSCs) in several nations due to their lower fares and similar levels of service quality. Not all customers' needs are alike, and the market characteristics found in the LCCs industry may influence customers' attitudes. Thus, this study examines the relative importance of perceived service quality and the relationship between perceived service quality, customer satisfaction and behavioral intention using multidimensional methods. The results from this study indicate that the significant dimensions of customer satisfaction are tangibles and responsiveness. In addition, the study confirms the significant consequences of customer satisfaction including word-of-mouth communication, purchase intentions, and complaining behavior. Based on these results, carriers should develop tangibles and responsiveness for the enhancement of customer satisfaction and behavioral intentions.     

An empirical analysis of green convention attendees' switching intentions

This study aims at proposing to test a research model to gain a better understanding of the relationships among the dimensions of experiential quality, green experiential satisfaction, green alternative attractiveness, green service fairness, green variety-seeking, and green switching intentions. The study's findings are based on structural equation model analysis of a convenience sample of 650 attendees at the 13th International Green Building and Energy-Savings Exhibition 2016 in Chongqing, China. The results of this analysis contribute to the services marketing theory by providing additional insights into green switching intentions, the dimensions of experiential quality, green experiential satisfaction, green alternative attractiveness, green service fairness, and green novelty-seeking. The study's results will assist green convention management in developing and implementing market-orientated service strategies to increase the dimensions of experiential quality and green experiential satisfaction, enhance green alternative attractiveness, green service fairness, and green novelty-seeking, and decrease green switching intentions.     

The impacts of weather on tourist satisfaction and revisit intention: a study of South Korean domestic tourism

This study explores the impacts of weather on tourist satisfaction and intention to revisit sites utilizing a survey of 1736 domestic tourists in South Korea. This study adds tourists’ perceived quality of weather to a path model that anticipates revisit intention and was originally based on the perceived quality of physical attributes and service, as well as tourist satisfaction. The results of this study show that the perceived quality of weather affects tourist satisfaction and revisit intention directly and indirectly, and that it correlates with the perceived quality of physical attributes and service. It was determined that the impact of weather perception on tourist satisfaction and revisit intention is higher in rainy weather conditions. The results of the study show that to sustain tourist satisfaction and revisit intention, efforts to moderate the negative impacts of uncomfortable weather conditions are required, especially in rainy weather.     

Enhancing Luxury Cruise Liner Operators' Competitive Advantage: A Study Aimed at Improving Customer Loyalty and Future Patronage

The services marketing literature focuses on the measurement of service quality and its impact and consequences on businesses. How service quality affects behavioral outcomes such as repeat purchases and loyalty continues to be debated. This study examines how service quality operates in the cruise liner industry—an industry that is now facing overcapacity. Based on data collected from travelers of a luxury cruise liner in Singapore, this study analyzed relevant dimensions of service quality and their relationships on overall satisfaction level. Additionally, it investigated details of cruise travelers' behavioral outcomes. The analysis revealed gaps in several service quality attributes. Overall customer satisfaction had a relatively strong relationship with all the three variables of behavioral intentions. The implications of the results of this study to the services marketing literature in general and to the cruise liner industry in particular are discussed.     

A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors

Providing visitors with satisfying experiences is integral to park management. Research has inferred the determinants of satisfaction and loyalty through theorizing, observational studies, and statistical correlations. This article advocates randomized experiments as a complementary method for testing the causal effect of selected management interventions that change service quality on satisfaction and loyalty. An experiment using ranger presence and enhanced toilets in a West Australian national park is used to illustrate the approach. The presence of rangers caused significantly improved satisfaction with rangers, related service quality attributes, and overall satisfaction, but not loyalty. Enhancing toilets had nonsignificant impacts. These results strongly suggest the need for further visitor-focused experimental research to complement the growing body of research in national parks investigating the complex relationship among service quality, satisfaction, and loyalty.     

Service quality and its effect on customer satisfaction and customer behavioral intentions: hotel and ryokan guests in Japan

This study analyzes the effect of service quality on customer satisfaction and customer behavioral intentions at hotels and ryokan (traditional Japanese inns). In this empirical research, questionnaires were sent to guests at seven sites: three hotels and four ryokan. Service quality, as perceived by guests, affected customer satisfaction and customer behavioral intention. Results from this empirical study show strong evidence of service quality as perceived by guests being influenced by the type of accommodation. Also, among service quality factors, “physical aspect” had the most powerful impact on customer satisfaction and customer behavioral intention. “Creativeness” ranked second, followed by “unexpected service” and “encounter performance”. The prominence of physical aspects probably reflects the distinctiveness of the service of offering a one-night stay. However, as a certain level of physical facilities is taken for granted at lodging facilities above a certain price, “creativeness”, the second most powerful factor, becomes decisively important.     

Museum visitors’ heterogeneity and experience processing

This research examines the relationships between affective and cognitive antecedents and consequences of satisfaction under a market heterogeneity approach. It includes co-creation of preparatory activities. The sample consisted of 276 museum visitors in London. Two analysis have been conducted: structural equation model and latent class path analysis. The paper contributes to the development of a theoretical framework for further understanding of service experience in which co-creation plays an important role. Two segments were identified: 1) emotional (with lower degree of co-creation, equally distributed by age and nationality); 2) rational (higher degree of co-creation, younger and domestic visitors). Our research shows significant differences between the two segments regarding variables such as satisfaction, loyalty, service experience, emotion, positive disconfirmation and willingness to pay more.     

A conceptualization of the relationships between service quality and visitor satisfaction,and their links to destination selection

Six different conceptualizations of the relationship between visitor satisfaction and service quality have been suggested in the literature. A model is developed which integrates and reconciles these differences. Its central components are recognition of the distinction between quality of performance and quality of experience, and those between individual transactions and global or overall satisfaction and quality. At the transaction level, satisfaction is the affective psychological response to a destination, while service quality is cognitive belief about the destination's features or attributes. Both overall service quality and overall satisfaction are attitudes with cognitive and affective components.