Determinants of dining satisfaction and post-dining behavioral intentions

The purpose of this research is to empirically investigate the determinants and consequences of dining satisfaction with restaurant services. A total of 338 undergraduate business students participated in this research. Results reveal that there exist three sources of customers’ satisfaction with restaurant services: positive emotions, perceived service quality and negative emotions. Positive emotions have more impact on customers’ satisfaction than negative emotions. In addition, emotions mediate the impact of perceived service quality on dining satisfaction. Finally, satisfaction has a significant impact on recommendation, customer loyalty and willingness to pay more.     

Impact of hotel-restaurant image and quality of physical-environment,service, and food on satisfaction and intention

This study developed a theoretical framework in which overall image, image congruence, and quality of physical environment, service, and food affect guests’ satisfaction and intentions to revisit a luxury hotel restaurant and visit other restaurants of the same hotel by considering the influence of conspicuousness as a moderator. The measurement model assessment revealed that all items included an acceptable level of measurement quality. Results of the structural analysis indicated that the research variables were in general significantly associated; quality dimensions and satisfaction had a mediating role; and the impact of satisfaction and overall image on decision formation was greater than that of other variables. Moreover, the structural invariance model assessment indicated that conspicuousness acted as a significant moderator. Overall, our proposed theoretical framework was found to include a sufficient power in predicting patrons’ intentions for luxury hotel restaurant products. Using this quantitative approach, our research objectives were wholly achieved.     

Relationship between HEXACO personality factors and emotional labour of service providers in the tourism industry

This study aimed to 1) explore to what extent service providers’ emotional labour is affected by personality as measured using HEXACO personality factors, 2) analyze the affect of emotional labour on the performance of required emotional display rules, and 3) investigate differences in emotional labour depending on service providers’ demographic characteristics. From a questionnaire survey of employees in different service sectors in Korea, four HEXACO personality factors, Extraversion, Agreeableness, Conscientiousness, and Openness were found to have a positive influence on emotional labour. Deep acting has a positive influence on the requirement to display positive emotions and a negative influence on the requirement to hide negative emotions. Demographic variables generally do not affect emotional labour. This study provides practical information about employees to managers in the service industry. It could help in recruitment, the management of human resources, and enhance a company’s service assessment.     

When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory

This article develops and tests a model of emotional labor in the hotel industry using affective event theory. A multiple-wave longitudinal analysis using data from 424 hotel service employees and their immediate supervisors reveals how work contexts (supervisory support) affect work events (interactional justice), and thereby influence the affective (negative emotions), attitudinal (job satisfaction), and behavioral (emotional labor, service quality, and voluntary turnover) reactions of hotel service employees. The results show that (1) supervisory support relates positively to supervisory interactional justice; (2) supervisory interactional justice is negatively associated with negative emotions; (3) negative emotions relate positively to surface acting and negatively to deep acting; (4) surface acting leads to lower job satisfaction, whereas deep acting leads to higher job satisfaction; and (5) job satisfaction leads to higher service quality and lower turnover. The implications suggest important recommendations for hotel managers.     

Dimensions of Chinese culture values in relation to service provision in hospitality and tourism industry

Factor and reliability analyses were employed in this exploratory attempt to investigate and refine the structure and dimensions of Chinese cultural values (CCVs) in relation to service provision. Based on the results of factor analysis, CCVs could best be conceptualized as a five-component construct that influences the attitude or behavior of employees in providing service. These five factors were identified as follows: Integration 1 (attitude towards work); Integration 2 (attitude towards people); moral discipline; status and relationships; and moderation. The identification of these dimensions has two major implications to human resource development and service management practice in the hospitality and tourism industry. First, Chinese cultural values play a critical role in determining specific interventions, challenges and barriers in service organizational management. Second, given the profound influence of Chinese cultural values on service provision, international tourism and hotel managers, particularly in human resource development, should realize the importance of ensuring that Western management practices are adopted critically in Chinese organizations. Given the limited amount of research on this topic, the findings generated from this study are very important in guiding future research and providing insights into an area that deserves more academic attention.     

Empowerment in hospitality organizations: Customer orientation and organizational support

Although empowering employees has often been prescribed as an efficient strategy for hospitality organizations, the strategy alone cannot ensure success. Individual and organizational factors should be considered to increase employees’ perception of empowerment. This study examines the impact of employees’ customer orientation and organizational factors on the employee empowerment perceptions. Our findings, based on a survey of 203 guest contact employees, suggest that organizations should hire customer oriented people, guide them with service training, provide a reward system, and facilitate service standards communication in order to increase perceived empowerment. Implications of these findings for hospitality service managers are discussed.     

Other consumers in service encounters: A script theoretical perspective

Hospitality service consumptions often involve sharing the service environment with other consumers. Drawing upon the Script Theory, this research provides a theoretical perspective of consumer responses to behaviors of other consumers in service encounters. The results from an experimental study provide strong support for the dual-mode consumer responses (felt emotions and displayed emotions) and for the moderating effect of psychological closeness on consumer responses. Managerial implications for training, service management and service design in hospitality businesses are also discussed.     

高校图书馆人性化服务初探

人性化服务的涵义,就是在图书馆服务中体现为"读者第一,服务至上"的人本主义思想;实行人性化服务,应从服务意识、服务语言、服务程序、服务设施入手,树立读者至上的服务理念;建立"超市式"管理模式;追求个性化服务方式,规章制度人性化。     

The influence of service orientation discrepancy between managers and employees on employees’ affective outcomes

This study attempted to relate service orientation discrepancy (SOD) between employees and managers to employees’ affective reactions [role conflict (RC), role ambiguity (RA), job satisfaction (JS), and organizational commitment (OC)] in the restaurant industry. The findings of the study indicate that there is a SOD between managers and employees; employees saw themselves as more enthusiastic and less bureaucratic than managers. When this SOD was correlated with employee outcomes such as RC, RA, JS, and OC, the results indicated that SOD had a direct effect on RC, JS and OC. SOD also had indirect effects on JS, and OC through RC and RA. RC had a direct effect on JS and an indirect effect on OC. RA had a direct effect on JS. Finally, JS had a direct effect on OC.     

Why do customers switch? More satiated or less satisfied

This study investigated whether restaurant customers switch to other restaurants due to satiation or diminished satisfaction. To achieve its objectives, this study extended well-known relationships among perceived quality, satisfaction, and behavioral intentions by including satiation and further examined the role of satiation on switching intentions. The results of this study showed that satiation was negatively associated with satisfaction but differed from diminished satisfaction. Further, the study results endorsed that satiation significantly influenced switching intentions, whereas satisfaction did not. This supports that customers switch to other restaurants not because they are less satisfied but because they are satiated. Regarding the relationship between perceived quality and satiation, service quality and food quality considerably reduced satiation levels, whereas physical surroundings were associated with an increase in satiation. In addition, satiation fully mediated the relationship between perceived quality and switching intentions, which emphasizes the importance of satiation in customer switching intentions. Findings and implications are provided in the main body of this paper.