Why Seniors use Mobile Devices: Applying an Extended Model of Goal-Directed Behavior

Seniors’ use of mobile devices for tourism-related purposes is an emerging social trend, but there is little theoretically based research on the topic. This study examines seniors’ usage of mobile devices for tourism-related purposes, applying the extended model of goal-directed behavior. Usefulness and enjoyment are shown to have significant effects on seniors’ use of mobile devices for tourism purposes and prior knowledge of information technology has a significant impact on seniors’ desire and behavioral intention to use mobile devices for tourism-related purposes. This study offers theoretical and practical contributions to tourism academics and practitioners.     

An examination of the antecedents of e-customer loyalty in a confucian culture: The case of South Korea

As the Internet is posing revolutionary changes to customer service and the way customers interact and purchase from businesses, loyal e-customers are crucial for the long-term survival and profitability of a business. Driven by high connectivity, reach and richness of information in today's global business environment, the task of retaining and creating loyal e-customers calls for an appreciation of cultural factors and their impact on e-customer service and loyalty. Specifically, this study examines the impact of Confucian culture on e-customer loyalty in South Korea. Since no research has yet examined the link between Confucian values and e-customer loyalty, the study proposes a conceptual model for empirical analysis by drawing on insights from Hofstede's cultural dimensions and previous studies on e-customer loyalty in European contexts. The main results show that high power distance in Confucian culture is positively associated with affiliation. But this high power distance in Confucian culture is moderated by marketing activities that lead to lock-in. This indicates the profound influence of collectivism in Confucian culture and emphasises the importance of referral and community participation in increasing stickiness and hence loyal e-customers.     

Communicating across tourism silos for inclusive sustainable partnerships

Abstract

Overcoming traditional tourism silos to develop long-term relationships with stakeholders is essential for transformational change. Adopting broader networks connects researchers to pertinent issues facing society, develops reciprocal capacities for learning, and creates inclusive sustainable partnerships. As critical tourism scholars and not-for-profit employees, we illustrate the journey of how we engaged collaboratively with diverse stakeholders, from businesses, not-for-profits and the university, to tackle issues of economic disadvantage and social exclusion. Critical hospitality and dialogue theory were adopted to provide a framework for the processes of collaboration, research, networking, and advocacy work for inclusive sustainable spaces. Drawing on our involvement with co-founding a collaborative research network, the Network for Community Hospitality, and analysis of data from two Ketso workshops and interviews with 41 network members, we present reflections on setting up and facilitating the network. In addition, two examples of collaborative Network activities are presented to illustrate the techniques and dialogic communication processes for doing critical hospitality. The article thereby contributes by providing empirically informed and reflexive understandings into the experiences of working and communicating within long-term inclusive partnerships with diverse stakeholders to create traction for positive social sustainable change.     

Advertising and Firm Risk: A Study of the Restaurant Industry

Incorporating recent calls for understanding firm equity risk in relation to a firm's marketing efforts, this study examined the impacts of firm-level advertising spending on firm equity risk with publicly listed firms in the restaurant industry—a key hospitality industry. This study hypothesized and tested the effects of firm-level advertising expenditures on different types of firm equity risk (i.e., total, systematic, and unsystematic risk). Unlike previous empirical findings, we found that an increase in advertising expenditures significantly increased total and unsystematic risk of sampled restaurant firms. The findings provide new insights into the effects of advertising on firm equity risk in the literature, and important theoretical and managerial implications for restaurant firms.     

Leaders’ Moral Competence and Employee Outcomes: The Effects of Psychological Empowerment and Person–Supervisor Fit

This study examined how leaders’ moral competence is linked to employees’ task performance and organizational citizenship behaviors. Based on a sample of 102 employee–supervisor pairs from seven organizations in South Korea, the results of this study revealed that leaders’ moral competence was positively associated with employees’ task performance and organizational citizenship behaviors toward leaders (OCBS). As expected, employees’ psychological empowerment partially mediated the relationship between leaders’ moral competence and employees’ task performance and OCBS. Furthermore, person–supervisor fit (PS fit) moderated the relationship between leaders’ moral competence and employees’ psychological empowerment such that the relationships became stronger for individuals higher rather than lower in PS fit.     

Taming wicked problems: towards a resolution of tourism access to Traditional Owner lands in the Kimberley region,Australia

This paper names and describes the longstanding issue of tourism access to the Kimberley coast region in northwest Australia. Tourism access is a problem because it occurs without appropriate permissions from the Traditional Owners. The granting of access permission is a fundamental component of the local Traditional Owner ontology, or concept of being. Tourism activities cannot be culturally sustainable without appropriate Traditional Owner permissions. We argue that this seemingly simple issue is a “wicked problem” and must be recognised as such to facilitate its “taming” to create a culturally sustainable local tourism industry. The paper first examines the cultural and historical context, establishing a more nuanced understanding of the problem. Framed in Rittel and Webber's definition of a wicked problem, it then describes its complex and intercultural nature, highlighting repeated and continuing efforts and failures by key parties to address it, linked to an ingrained lack of political will. We conclude that operators could take ownership of the wicked problem and contribute to taming it by proactively engaging in a direct relationship with Traditional Owners based on transformational learning. The paper contributes to tourism planning studies, to the concept of the Just Destination and to indigenous tourism understanding.     

THE EFFECTS OF SITUATIONAL AND PERSONAL CHARACTERISTICS ON CONSUMER COMPLAINT BEHAVIOR IN RESTAURANT SERVICES

This study developed and tested a model to investigate the effects of situational and individual differences on consumers' propensity to complain in a restaurant setting. A structural equation modeling analysis revealed that convenience of complaining and expectation of resultant benefits, consumers' attitude toward complaining, consumer involvement with a dining experience (e.g., dining on a special occasion and expensive food), and perceived self‐importance, are factors associated with the likelihood of engaging in complaining behavior. Theoretical and managerial implications of the results of the study are discussed in detail.     

Segmenting Overseas Golf Tourists by the Concept of Specialization

A main goal of this study was to use the concept of specialization to segment and better understand Korean overseas golf holiday tourists' demographics, motivations, overseas golf tourism destination attributes, and preference for overseas golf tourism destination attributes. A total of 424 questionnaires were collected and 370 questionnaires were used for further statistical analysis. According to results of data analyses, the advanced segment was more likely to be motivated by the quality of overseas golf resorts and other benefits (such as business opportunities), compared to the beginner and intermediate segments. The beginner group was more likely to be a company employee or housewife who earn the least at between US$35,000–US$50,000 per annum, travel on full package tours, use information from family or relatives, and have a stronger preference for the Philippines or China as golf destinations. The study's results showed potential benefits using the concept of specialization in a sport tourism setting even though the concept has been popularly applied in the outdoor setting.     

Classification of Asian Complainers in Restaurant Services

In restaurant businesses, customer dissatisfaction must be accounted for and thus avoided in order to generate revenue. In the literature, researchers have confirmed a positive relationship between complaint behaviour and consumer dissatisfaction. Three types of complaint behaviour have been discussed in previous studies: voice response, private response and third-party response. This study targeted Asian consumers (n = 300) and segmented them based on their complaint behaviour. These results signify that Asian internationals' complaint behaviour is not homogenous and can therefore be segmented in terms of their complaint behaviour. Personal characteristics as well as socio-demographics were also investigated with consumer complaint behaviour of research participants.     

Mobile Technology: An Exploratory Study of Hotel Managers

Hospitality businesses provide a natural context for mobile technology, especially given the dynamic nature of the business, the size and complexity of many hotel operations, and the need to have managers visible and overseeing multiple areas of the business (and sometimes, multiple properties) concurrently. To explore the potential for mobile technology in hospitality business contexts, we surveyed 70 full-service hotel property managers. The survey was based upon two theoretical frameworks: technology adoption model and innovation diffusion theory. Specifically, this study addressed (a) hotel property managers’ intentions to use mobile technology at work, (b) factors influencing their intentions, (c) their suggestions for implementing mobile applications in different departments, and (d) demographic characteristics of those who are inclined to adopt certain types of mobile applications. This study identified the top opportunities for mobile applications and found adoption differences based upon the respondents’ demographics as well as the factors of perceived enjoyment and relative advantages as significant determinants of hotel property managers’ intentions to use mobile technology. This study concludes with recommendations for industry practitioners and suggestions for future research opportunities related to mobile technology adoption and usage in hospitality.