Relationship between customer complaint behavior and demographic characteristics: A study of hotel restaurants' patrons

This study documented customer complaint behavior in hotel restaurants in Deadwood, USA, and examined the relationship between complaint behavior and demographic characteristics. The sample consisted of 250 hotel restaurant customers. It was found that the hotel restaurant customers tended to complain privately rather than taking public actions. Older, well-educated, customers with higher incomes tended to take private action to complain about their dissatisfaction more than younger, less educated customers with lower incomes. Based on results of the study, implications were suggested for industry practitioners to diminish the negative impact of complaint on hotel restaurants.     

The influence of guarantees,active requests to voice and failure severity on customer complaint behavior

Anecdotal evidence suggests that service guarantees and requests by service workers to complain encourage customers to voice following failure, while holding negative word of mouth and exit at bay. However, empirical support for these tactics is limited. To address this deficiency, we conducted an experiment examining the influence of these devices on customer complaint behavior (CCB) across restaurant failures of varying severity. Findings suggest that offering a guarantee, regardless of it being unconditional or combined, encourages voice. Failure severity had the strongest influence on CCB, and it interacted with both active request and guarantee type in influencing exit. Theoretical and managerial implications of the findings are discussed.     

Food safety inspections results: A comparison of ethnic-operated restaurants to non-ethnic-operated restaurants

This study examined the proposition that cultural differences between ethnic-operated restaurants in high tourism areas of the United States (US) compared to non-ethnic operated restaurants explains the differences in food safety and sanitation inspection scores in five US cities considered popular tourism destinations. It was hypothesized that ethnic-operated restaurants, composed of people from different cultural norms than that of the indigenous US population, would result in significantly higher rates of critical regulatory violations than non-ethnic-operated restaurants. Food safety inspection data was obtained from five cities in the west, mid-west, east and two from the south for the years 2009 and 2010. Results confirmed the hypotheses that ethnic-operated restaurants have significantly higher rates of inspection and critical violations. Implications for regulators, trainers, ethnic restaurants and organizations seeking to manage diversity are discussed.     

The role of customer behavior in forming perceived value at restaurants: A multidimensional approach

With the increasing involvement of customers at restaurants, their behaviors have become an indispensable part in formation of perceptions of value. To examine such a subtle and complicated process, this study applies a multi-layer/multi-dimension approach to examine how customer behavior predicts perceived value, which in turn leads to satisfaction. Particularly, customer behavior, assessed with a hierarchical framework, includes two dimensions: participation behavior (with four sub-dimensions: information seeking, information sharing, responsible behavior, personal interaction) and citizenship behavior (with four sub-dimensions: feedback, advocacy, helping, and tolerance). Customer perceived value consists of three dimensions: economic, individual, and relational values. Data collected from 514 respondents reflect those with dining experience at restaurants. The results show that a customer’s perception of value gains greater impact from citizenship behavior than participation behavior. The findings of the study contribute to the evolving knowledge of customer behavior and offer industry practitioners’ effective marketing strategies to maximize customer value.     

American theme restaurants: A study of consumer's perceptions of the important attributes in restaurant selection

In recent years, a number of American theme restaurants have established in Hong Kong. Keen competition exists for this type of restaurants. Customers who visit this type of restaurant seem not only to enjoy their food but also to enjoy their environment. However, little is known about what customers expect and how they select this type of restaurant. In order to have an understanding of customers’ behaviour in relation to the customers’ perceptions of important restaurant attributes in selecting an American theme restaurant in Hong Kong, a study was conducted. The results indicated that ‘Food quality’, ‘Servers’ attitude’, ‘Value for money’, ‘Atmosphere’ and ‘Word‐of‐mouth’ were the five important restaurant dimensions as considered by consumers in selecting an American theme restaurant. Customers for this type of restaurant are likely to be professionals, highly educated and belong to the middle‐income group in the society. Customers usually go to the American theme restaurants for meetings, fun and enjoyment. Marketing implications and directions for future studies are discussed.     

A simultaneous equations model of the hotel room supply and demand in Hong Kong

The purpose of the study is to identify the important factors that influence the hotel room supply and demand, and their overall impact on the Hong Kong hotel industry. Nineteen years of time series data are used and a simultaneous equations econometric model is employed. The overall goodness-of-fit of both demand and supply models is very high, suggesting high predictive power. Empirical results indicate that “hotel room price” and “tourist arrivals” are significant factors driving the demand for hotel rooms. In addition, “1990–91 recession” and “the 1997–98 Asian financial crisis” had a significant negative impact on the demand for hotel rooms in Hong Kong. At the same time, “hotel room quantity demanded”, “room occupancy rate”, “last period's room price”, “labor cost”, “last period's average price of Grade A private offices”, and “the Asian financial crisis” all have a significant impact on room price in the short run.     

Testing the sufficiency of the theory of planned behavior: a case of customer dissatisfaction responses in restaurants

This study tested the sufficiency of both the Theory of Planned Behavior (TPB) and the extended TPB models by adding the variable of past behavior. In addition, the present study examined the mediating role of the TPB variables on the relationships between past behavior and customers’ intentions to engage in different types of dissatisfaction responses (i.e., voice, negative word-of-mouth communication, and exit). Results of the study demonstrated the strong predictive power of the original TPB mode but the inclusion of past behavior did not significantly improve the predictability of the three dissatisfaction response intentions. Furthermore, the mediating analyses indicated that the influence of past behavior was mediated by TPB variables. In the contexts of negative word-of-mouth communication, the effect of past behavior on intention was mediated by attitude. Meanwhile, both subjective norm and perceived behavioral control mediated the relationship between past behavior and the intention to engage in voice behavior.     

Understanding service attributes of robot hotels: A sentiment analysis of customer online reviews

Robots and artificial intelligence are essential to the future of the hospitality industry, and they are receiving increasing interest from hotel managers and researchers. However, the adoption of robotic services in hotel operations is a challenging task owing to the current level of technology and lack of understanding on the relationship between various aspects of robotic services and customer satisfaction. Moreover, no prior study has examined the service attributes of robots in hotels. To fill these gaps, this study analyzes customers’ sentiments on major hotels employing robotic services expressed through online reviews. A list of robot quality and operational area attributes is first constructed, through which underperforming robot service areas are identified. Sentiments on robotic services have a positive correlation with hotel service satisfaction, which plays an important role in determining the overall satisfaction of customers. The analysis and findings are valuable to researchers and managers for future research and adoption of robotic services in hotels.     

Analysis of Employee Performance during Cross-cultural Service Encounters at Luxury Hotels in Hawaii,London and Florida

Globalization has motivated managers and scholars in the tourism industry to focus more attention on the problems and characteristics of the cross-cultural service encounter. During these interactions, differing cultural norms and values often create misunderstanding and conflict, which can result in an unhappy customer, a frustrated service provider and lost business. Therefore, the focus of this study was to analyze the effect of intercultural sensitivity on tourism employee performance in cross-cultural service encounters in three similar, but distinct service-dependent markets: the Hawaiian Islands, Greater London (UK) and the state of Florida. The results indicate that tourism employees with high intercultural sensitivity generally scored significantly (p < 0.05) higher than employees with low intercultural sensitivity in terms of service attentiveness, revenue contribution, interpersonal skills, job satisfaction and social satisfaction as they relate to cross-cultural encounters. There was no significant difference in results for motivation to work, tenure (years at present organization) and primary rewards (compensation, recognition, etc.). Implications of the findings are discussed.     

It makes me feel vulnerable! The impact of public self-disclosure on online complaint behavior

Genuine reviews are essential for financial performance and for customer trust. In the case of a negative experience, withholding negative reviews may lead to biased online information. This paper aims to investigate two factors that may prompt customers to withhold their complaints (i.e., identity disclosure and locus of control). The study adopts a sequential exploratory mixed-method approach. An exploratory interview phase compares public vs anonymous online environments, and explores the reasons why dissatisfied customers might decide not to complain. An experiment then shows that vulnerability is a key mechanism preventing negative reviews. This effect is exaggerated when customers perceive that they do not have control over the events happening in their lives (i.e., external locus of control). Our work uncovers an important determinant of online complaint behavior, vulnerability. It also offers practical suggestions, such as improving confidentiality, to increase a customer's willingness to complain following a negative experience.     

Evidence of green signaling in green hotels

Green signaling posits that environment-friendly purchases signal consumers’ pro-sociality and willingness to pay more for societal/environmental well-being, enhancing their social status. Using three scenario-based quasi-experimental studies, we sought evidence of green signaling by guests in green hotels when status motive is activated, consumption condition is manipulated, and hotel price is varied. Results showed that, when status motive is activated, consumers signal the intent to purchase better-quality conventional hotels when green hotels are priced more or equal and when the consumption condition is private. In public consumption condition, when controlling for price, and in private consumption condition, when green hotels are priced lower, no significant difference was found between purchase intentions regarding conventional and green hotels. This represents slight, although inconclusive, evidence of green signaling. Industry practitioners in green hotels should lower prices and make the consumption process public by providing consumers with opportunities to engage more actively via social media.     

A comparison of competing theoretical models for understanding acceptance behavior of information systems in upscale hotels

This study investigated which intention-based model, namely: (1) the technology acceptance model (TAM; Model 1); (2) the theory of planned behavior (TPB; Model 2); and (3) the decomposed TPB (DTPB; Model 3) is best for predicting and explaining employees’ behavioral intention to use hotel information system (HIS). Data were obtained from employees of 13 upscale hotels in Jeju, South Korea, and structural equation modeling (SEM) was employed to examine and compare the three competing theoretical models (CTMs) in terms of overall model fit, explanatory power, and paths significance. The findings of this study revealed that if the key objective is to predict behavioral intention to use HIS, the TAM is preferable. However, if the key objective is to explain behavioral intention to use HIS, the DTPB is preferable.     

The effects of customers’ perceptions of brand personality in casual theme restaurants

Although existing studies recommend that restaurant chains develop and communicate salient brand personalities, no research to date provides empirical evidence that perceptions of unique brand personality by consumers lead to positive outcomes in the restaurant business. Therefore, using a sample of 336 adults, this research models the causal relationships between brand personality perceptions, brand preference, attitudinal loyalty, and positive word-of-mouth (W-O-M) behavior for the Olive Garden and Chili's restaurant chains. It was found that for both chains, brand personality perceptions have a positive effect on brand preference and attitudinal loyalty, brand preference has a positive impact on attitudinal loyalty, and attitudinal loyalty has a positive influence on positive word-of-mouth (W-O-M) communication. In addition, for the Olive Garden and Chili's brands, it was also found that there is a direct link between brand preference and word-of-mouth behavior.     

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.     

The Perceived Importance of Job Attributes Among Foodservice Employees in Hong Kong Hotel Industry

Abstract

This study explored the perceived importance of fourteen job attributes among foodservice employees in Hong Kong hotels. The study identified that Pay was ranked as the most important job attribute, followed by Fringe Benefits, then Advancement and Promotion, respectively. Status, Job Autonomy, Skill Utilization, and Supervision were the attributes ranked as having the lowest importance. Four factors were derived from the fourteen job attributes: Intangible Job Context, Employee Development and Skill Utilization, Remuneration Packages and Workplace, and Intangible Work Rewards. Results of ANOVA indicated that the four factors varied significantly related to the employees' Education Level, Income Level, Position, and Type of Hotel. Implications for future studies of job attributes were discussed.     

The Effect of Cultural Distance on Tourism: A Study of International Visitors to Hong Kong

This study focuses on the impact of cultural distance on the behavior of international pleasure tourists who visited Hong Kong. It analyzes data drawn from the Hong Kong Tourism Board's Visitor Profile Report, and tests whether cultural distance has a similar impact on behavior as noted in previous studies examining physical distance. The study concludes that cultural distance exerts a modest impact on such attributes as demand, travel party composition, trip profile, behaviors, expenditure and satisfaction.     

A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis

As tourism took off in Macau, more luxury hotels were constructed to satisfy demand, many of them located in leisure resort complexes. This study uses the case of luxury hotels in Macau to examine the importance of specific characteristics in leisure resorts using a 3-dimensional importance-performance analysis (3-D IPA) approach that integrates the IPA approach with the three-factor theory. A new service quality measurement scale was developed and a total of 299 visitors staying overnight in the luxury hotels in Macau were surveyed. The results reveal the types (basic, excitement, and performance) of 45 service attributes in the 3-D IPA cube for stand-alone and resort-based luxury hotels. This study indicates a variation of types of three factors for service attributes may occur in different market segments. This study contributes a new service measurement scale for luxury hotels and 3-D IPA approach for researchers to conduct future studies.     

Hotel Employees' Perception of the Statutory Minimum Wage Policy in Hong Kong

Employee compensation is one of the largest expenses for businesses. Given the labor-intensive nature of the hotel industry, hotel employees' perceptions of the statutory minimum wage (SMW) policy have become a major concern for hotel operators since the introduction of the policy in Hong Kong. This exploratory study examines these perceptions, together with hotel employees' job and compensation satisfaction and intention to leave, since the introduction of the SMW policy. A survey of 161 hotel employees in Hong Kong was carried out. Respondents demonstrated high awareness of the SMW policy but viewed its effect on the hotel industry as limited. The largest gap between the perceived importance of, and satisfaction with, a factor related to job satisfaction was found for the benefits package. As well as making a contribution to the academic literature, this study provides practical implications of the SMW policy for the hotel industry in Hong Kong and other countries considering adopting a similar measure.     

跨文化旅游态度和行为研究:技术、方法和启示

随着跨文化研究数量的增多,跨文化研究的方法论问题引起了学者们的关注和讨论。与仅在一国内部实施的研究不同,跨文化研究面临着更多的方法论问题。本文对来自12种主要的国际性旅游、接待业管理和消费者研究期刊中的旅游态度和行为跨文化研究使用的研究方法进行了全面的分析。发现:大多数研究对"文化"进行操作化测量时以国籍作为文化变量的替代;被比较的主体数量一般在5个以下;大部分研究没有描述样本等值性、调查实施等值性和测量等值性控制过程;使用的数据分析方法复杂多样,但以少数基础统计方法为主,高级的统计方法使用较少。文章最后还对跨文化研究提出了几点建议。