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Article
Publication date: 9 October 2023

Jong-Hyeong Kim, Seongseop (Sam) Kim, Saeid Nosrati and Frank Badu-Baiden

The extant literature documents the significance of nostalgia-evoking stimuli in promoting consumer behavior. Despite the prevalent use of nostalgia-evoking stimuli in restaurant…

Abstract

Purpose

The extant literature documents the significance of nostalgia-evoking stimuli in promoting consumer behavior. Despite the prevalent use of nostalgia-evoking stimuli in restaurant service, research on nostalgia-evoking restaurants is significantly lacking. As a result, little is known about customers’ cognitive responses toward nostalgia-themed restaurant stimuli and their influences on customer loyalty behavior. Thus, grounded in an extended stimulus-organism-response model, this study aims to examine the role of nostalgia-evoking restaurant stimuli in explaining an integrated model focusing on nostalgia, in relation to local food consumption value, familiarity with nostalgia-triggering restaurants and loyalty and continued patronage.

Design/methodology/approach

The authors collected data from 544 Taiwanese customers at nostalgia-themed restaurants. Using PROCESS (Model 6), the direct and indirect effect of nostalgia-evoking restaurant stimuli on loyalty and continued patronage were examined.

Findings

The confirmatory factor analysis results showed that five domains of restaurant attributes (i.e., service staff, exterior and interior design, furniture and tableware, local food and atmosphere) are nostalgia-evoking stimuli. The authors also found that these nostalgia-evoking stimuli significantly affected customer loyalty indirectly, through customers’ consumption value and familiarity.

Practical implications

The results of this study help identify the importance of nostalgia-generating cues in nostalgia-themed restaurants and their roles in postpurchase behaviors. The outcomes contribute to an improved understanding of how to exploit nostalgic sentiments in nurturing diners’ consumption value, maintaining customer loyalty and generating greater profits.

Originality/value

To the best of the authors’ knowledge, this is one of the few studies examining restaurant attributes evoking nostalgia and explaining the mechanism by which nostalgia-evoking stimuli affect consumer behavior.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 25 April 2022

Hanqun Song and Jong-Hyeong Kim

The extant gastronomy literature has rarely examined a connection between authentic gastronomic experiences and destinations. Specifically, ethnic enclaves, which are unique…

Abstract

Purpose

The extant gastronomy literature has rarely examined a connection between authentic gastronomic experiences and destinations. Specifically, ethnic enclaves, which are unique gastronomic and cultural destinations providing ethnic cuisine and cultural experiences to visitors, have been under-researched. Thus, this study aims to address this knowledge gap.

Design/methodology/approach

Using a 2 (history: long vs short) × 2 (location: Central Business District vs rural; main street vs alleyway) × 2 size/ownership type (big vs small; chain vs independent) between-subjects design, two experiments were conducted using a sample of 557 British consumers to test the effect of history, location and size of ethnic enclaves and ethnic restaurants on consumers’ authentic cultural and gastronomic experiences in a UK context.

Findings

In Study 1, ethnic enclave’s size affected consumers’ authentic cultural experiences. In Study 2, restaurants’ history and ownership type positively influenced consumers’ authentic gastronomic experiences. Both studies consistently reported the positive relationship between authentic experiences and behavioural intentions.

Practical implications

For ethnic enclaves, the management team may consider expanding the size of ethnic enclaves to increase consumers’ authentic cultural experience. For those ethnic restaurants within the ethnic enclave, any independent or old ethnic restaurants should actively promote both characteristics in their marketing materials to create a feeling of offering authentic gastronomic experiences to customers.

Originality/value

This study identified important ethnic enclave-related factors and ethnic restaurant-related factors forming consumers’ authentic cultural and gastronomic experiences.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 9
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 2 April 2024

Jong-Hyeong Kim and Hanqun Song

Restaurant operators often use auspicious connotations embedded in the names and shapes of dishes to increase consumers’ purchase intentions. However, the interaction effect of…

Abstract

Purpose

Restaurant operators often use auspicious connotations embedded in the names and shapes of dishes to increase consumers’ purchase intentions. However, the interaction effect of multiple auspicious cues (i.e. food name and shape) on purchase intentions has rarely been examined in the restaurant context. Thus, grounded in processing fluency theory, this study investigates the direct influence of the two-way interaction effect of food name (auspicious vs nonauspicious) and shape (auspicious vs. nonauspicious) on purchase intentions and its indirect influence via perceived auspiciousness and positive emotions.

Design/methodology/approach

Utilizing a 2 (food name: auspicious name vs. nonauspicious name) × 2 (food shape: auspicious shape vs. nonauspicious shape) between-subjects design, the authors conducted two experimental studies with 356 Chinese customers. In Study 1, which focused on a main dish, we investigated the two-way interaction effect food name × food shape on purchase intentions. In Study 2, we replicated this experimental study by focusing on a different food type (i.e. dessert) to test the direct and indirect influences of the two-way interaction of food name × food shape on purchase intentions through perceived auspiciousness and positive emotions.

Findings

The results reveal that the congruity condition of auspicious names and shapes significantly influences consumers’ purchase intentions. Congruity with auspicious food cues also indirectly affects purchase intentions through consumers’ perceived auspiciousness and positive emotions. These effects were consistently observed in two experimental studies analyzing different dish types (main dish and dessert).

Practical implications

Restaurateurs should consider utilizing auspicious food cues to attract customers. Specifically, they should combine both food name and shape to increase their perceived auspiciousness and sales.

Originality/value

This study tested processing fluency theory using auspicious food cues. This study contributes to the hospitality literature by improving our understanding of the congruence effect by exemplifying the conceptual alignment between food name and food shape.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 1 February 2021

Jong-Hyeong Kim

This paper aims to report that authenticity is a crucial factor in determining consumer behavior. To ensure that customers feel a sense of authenticity, service organizations and…

1593

Abstract

Purpose

This paper aims to report that authenticity is a crucial factor in determining consumer behavior. To ensure that customers feel a sense of authenticity, service organizations and researchers must understand the factors that convey perceived authenticity. Therefore, this study uses multiple features of perceived service authenticity (i.e. continuity, consistency, uniqueness, talent, scarcity, honesty and traditional) and examines their effects on positive emotions in a traditional restaurant service context.

Design/methodology/approach

A total of 342 surveys were collected using a panel data service in China. This study examined the structural relationships among perceived service authenticity, positive emotions and revisit intention using AMOS. Additionally, a multigroup analysis was conducted to identify the moderating effect of individuals’ psychological traits (i.e. nostalgia proneness).

Findings

The results indicated that all service authenticity dimensions except continuity significantly enhance positive emotions. Furthermore, positive emotions significantly enhanced revisit intention. The results also revealed that nostalgia proneness moderates the effects of service authenticity on positive emotions.

Practical implications

The results provide important insights into how to increase customers’ perceived service authenticity and positive emotions.

Originality/value

This research is a pioneering effort to conceptualize a multiple-dimensional structure of the authenticity model and test its appropriateness in a traditional restaurant context. Furthermore, this study is one of the first attempts to develop an authenticity model that links service authenticity, positive emotions, revisit intention and the moderator of nostalgia proneness based on the Mehrabian and Russell model.

Details

Journal of Services Marketing, vol. 35 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 8 August 2016

Jong-Hyeong Kim and SooCheong (Shawn) Jang

This study aims to identify the influences that lead to better memorability of a service by focusing on type of service failure, recovery condition and frequency of occurring.

1595

Abstract

Purpose

This study aims to identify the influences that lead to better memorability of a service by focusing on type of service failure, recovery condition and frequency of occurring.

Design/methodology/approach

This study used a quasi-experimental design in which customers answered questions about a restaurant they had recently patronized and then evaluated experimentally generated failure and recovery scenarios. Two follow-up contacts were made (by phone and e-mail) to assess their memory of the imagined service failures stimulated by the scenarios. Participants were asked how clearly and vividly they could recollect the service failure and to indicate their behavioral intentions at the time of recall.

Findings

The type of service failure and the subsequent recovery efforts significantly affect whether negative service experiences are memorable. Specifically, individuals showed a higher likelihood of vividly recalling a core service failure than an interactional one. Moreover, service recoveries were found to be helpful in decreasing the memorability of service failures, and that they were effective in decreasing the resulting negative customer behavioral intentions (i.e. switching behaviors and negative word-of-mouth). However, frequently occurred service failures did not significantly influence the memorability of the failures.

Practical implications

The current study suggested what characteristics of service failures and situations lead to strong memorability and significantly affect future behavior. Thus, the findings provide important implications for avoiding and handling the failures that trigger strong memorability.

Originality/value

Previous researchers have emphasized on the importance and urgency of preventing critical service failures. However, it is still unclear what type of service failures and/or factors are critical ones. The current study expands the knowledge by incorporating service failures with memory and investigates the characteristics of memorable service failures, which are likely to be remembered more vividly.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 10 October 2016

Jong-Hyeong Kim and SooCheong (Shawn) Jang

This study aims to address a lack of studies on the attributes of ethnic restaurants that influence customers’ perceptions of authenticity. Particularly, this study extended…

4027

Abstract

Purpose

This study aims to address a lack of studies on the attributes of ethnic restaurants that influence customers’ perceptions of authenticity. Particularly, this study extended Gilmore and Pine’s authenticity framework (is the offering true to itself and is the offering what it says it is) by incorporating a servicescape factor (i.e. employees).

Design/methodology/approach

This study used a 2 × 2 × 2 between-participants design which examined the effects of using an authentic sauce in a dish, advertising “authenticity” and employing staff from the native culture of the ethnic food on authentic experiences. Follow-up contact was made by phone and mail to assess their memory of ethnic Korean food tried in experimental conditions. Participants were asked how clearly and vividly they could recollect the food experience.

Findings

The results showed that all of the tested factors significantly influenced the subjects’ perceived authenticity of the food and recollection of the food experience. However, the authors did not find any significant interaction effects.

Practical implications

This study suggests factors that influence customers’ authentic experiences and memory. Thus, the findings provide important implications for delivering authentic and memorable experiences.

Originality/value

Previous researchers have emphasized the importance and urgency of providing authentic and memorable experiences. However, it is still unclear what specific attributes of ethnic restaurants influence individuals’ perceptions of authenticity and memory.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 10
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 15 June 2021

Jong-Hyeong Kim, Wenxuan Du and Hyewon Youn

The service recovery paradox (SRP) refers to a particular effect whereby an excellent recovery can turn angry and frustrated customers into loyal ones. Researchers who have…

Abstract

Purpose

The service recovery paradox (SRP) refers to a particular effect whereby an excellent recovery can turn angry and frustrated customers into loyal ones. Researchers who have studied the SRP have reported mixed findings, with some providing evidence in its support and others not finding any such evidence. To address this discrepancy, this study aims to investigate the SRP.

Design/methodology/approach

This study re-examined the phenomenon of the SRP with a field study and provided further evidence in a subsequent experimental study in which the failure and recovery conditions were carefully manipulated.

Findings

The results of this study suggest that the SRP was observed in neither the field study nor the scenario experiment.

Practical implications

This study can influence the current service management of restaurants with regard to service failures in several ways.

Originality/value

This research is a pioneering effort to examine the SRP by conducting both a field study and a scenario experiment.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 34 no. 3
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 11 April 2019

Jun (Justin) Li and Jong-Hyeong Kim

This paper aims to investigate the corporate-level determinants (i.e. management commitment) of work ability. It also examined whether mid-level contextual variables intensify the…

Abstract

Purpose

This paper aims to investigate the corporate-level determinants (i.e. management commitment) of work ability. It also examined whether mid-level contextual variables intensify the relationship between management commitment and the work ability of senior casino dealers.

Design/methodology/approach

A three-level hierarchical analysis of data from 432 casino dealers from 16 casinos was performed to determine the proportion of variance in the dependent variable when the explanatory variables were at varying hierarchical levels.

Findings

The findings suggest that management commitment has a positive and significant impact on frontline dealers’ work ability. Furthermore, supervisor support and group trust have moderating effects on the relationship between management commitment and dealers’ work ability.

Research limitations/implications

The current study provides important information on how to increase the ability of aging dealer to remain active and learn new skills.

Originality/value

Work ability has received substantial attention from recent studies of human resources because of its close relationship to employee job skills and competencies. However, to the best of the authors’ knowledge, no conceptual model explains the role of work ability role in promoting and updating human resources management practices and policies.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 12 June 2017

Hyewon Youn, Jong-Hyeong Kim and Hanqun Song

This study aims to examine the causes of citizenship pressure and to investigate the relationship between citizenship pressure, job stress and turnover intentions. Specifically…

1294

Abstract

Purpose

This study aims to examine the causes of citizenship pressure and to investigate the relationship between citizenship pressure, job stress and turnover intentions. Specifically, the current study examines the effects of the personality trait of neuroticism and the organizational cultures of bureaucracy and the market.

Design/methodology/approach

Data were collected from 224 hotel employees in the People’s Republic of China using a self-administered survey questionnaire. The participants completed measures examining citizenship pressure, personality, organizational culture, job stress and intention to quit. Structural equation modeling was used to test the research hypotheses.

Findings

The results showed that employees who are more neurotic are more likely to experience citizenship pressure. Moreover, citizenship pressure was found to increase job stress and turnover intentions. However, a bureaucratic culture, which prizes stability, was found to reduce citizenship pressure.

Practical implications

This study presents factors that may influence hotel employees’ perceptions of citizenship pressure and reveals the negative consequences of such pressure. Thus, the study results contribute to a better understanding of citizenship pressure and can be used to develop guidelines to reduce citizenship pressure in work environments.

Originality/value

To the best of the authors’ knowledge, the current study is the first empirical study to examine the antecedents and consequences of citizenship pressure in the hotel industry. Moreover, previous citizenship pressure studies have mainly been conducted in a Western cultural context; it is unclear whether citizenship pressure can be similarly observed in China, where the nature and form of employment relationships differ significantly from those in Western countries.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Book part
Publication date: 28 December 2016

Jong-Hyeong Kim

This chapter sought to overcome the current theoretical lack of understanding of the memorable tourism experiences (MTEs) phenomena and provide a conceptual framework for guiding…

Abstract

Purpose

This chapter sought to overcome the current theoretical lack of understanding of the memorable tourism experiences (MTEs) phenomena and provide a conceptual framework for guiding destination managers who seek to design and deliver memorable experiences appropriate to their particular destination.

Methodology/approach

This chapter employed literature-based research methods. More specifically, it sought to (1) summarize the understanding of MTEs gained from a review of others’ work, and conduct a retrospective examination of my own empirical research on the topic; and (2) convey the insights I have formulated regarding the implications for destination managers of this understanding for designing, delivering, and evaluating programs, which may increase the probability a visitor will return home with truly memorable experiences.

Findings

The literature review and the content analysis and synthesis identified seven conceptual and theoretical components of MTEs, such as hedonism, refreshment, novelty, local culture, meaningfulness, knowledge, and adverse feelings.

Practical implications

The current study suggested what characteristics of tourism experiences lead to strong memorability and how to measure each component of MTEs. Thus, the findings provide important implications for destination managers to develop tourism programs that last long in visitors’ memories.

Originality/value

Previous researchers suggested some practical strategies to prepare environments and design experiences. However, a comprehensive, theoretically sound understanding of the fundamental factors of MTEs was left out. This study investigated tourism experiential factors that enable and facilitate MTEs. It also tried to demonstrate the managerial importance of these theoretical components to the design of “on the ground” destination programs, which initially create excitement and anticipation among potential visitors (within the context of a highly competitive marketplace), to the point where a given destination is selected over a multitude of others and where it subsequently delivers the kind of high-quality “truly memorable” experiences that fully meet the inflated expectations initially “promised” by the destination brand.

Details

The Handbook of Managing and Marketing Tourism Experiences
Type: Book
ISBN: 978-1-78635-289-7

Keywords

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