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Article
Publication date: 28 February 2020

Viput Ongsakul, Faizan Ali, Chengzhong Wu, Yachao Duan, Cihan Cobanoglu and Kisang Ryu

The purpose of this study is to investigate the associations among hotel website quality, telepresence, websites’ utilitarian and hedonic performance and customers…

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Abstract

Purpose

The purpose of this study is to investigate the associations among hotel website quality, telepresence, websites’ utilitarian and hedonic performance and customers’ behavioral intentions.

Design/methodology/approach

An online survey was used to collect the data from 683 respondents. Data was analyzed by using the two-stage modeling technique through Partial Least Squares-Structural Equation Modeling (PLS-SEM).

Findings

Findings indicate a significantly positive impact of hotel website quality on telepresence, utilitarian and hedonic performance. In addition, telepresence has a significantly positive impact on utilitarian and hedonic performance. Finally, telepresence, utilitarian and hedonic performance have a significantly positive impact on customers’ behavioral intentions.

Research limitations/implications

Based on the findings of this study, theoretical and practical implications for hospitality and tourism researchers are provided.

Originality/value

This study is one of the very few studies integrating hotel website quality scale to examine the hotel website features that influence telepresence and perceived utilitarian and hedonic performance leading to positive behavioral intentions.

目的

本文旨在探究酒店网站的质量、网真技术、实用属性和享乐属性与客户行为意图之间的关系。

研究方法

本研究对在线调查收集的683名受访者数据, 采用基于偏最小二乘的结构方程模型(PLS-SEM)分析了理论框架并检验了假设.

调查结果

调查结果表明酒店网站质量对网真技术、实用属性和享乐属性具有积极显著的影响。此外, 网真技术对实用属性和享乐属性也有积极显著的影响。最后, 网真技术、实用属性和享乐属性对客户的行为意图也会产生积极显著的影响。

研究的局限性/意义

本文的调查结果对酒店旅游业学术研究提供理论和实践意义。

独创性/价值

本文是现阶段极少数结合酒店网站质量等级来探究酒店网站性能的研究之一。这些酒店网站性能影响网真技术以及客户感知的实用属性和享乐属性, 从而影响客户的行为意图。

关键字

酒店网站质量、网真技术、实用属性和享乐属性、酒店

Propósito

El objetivo de este estudio es examinar las relaciones entre la calidad de los sitios web de los hoteles, la telepresencia, el rendimento hedónico en utilitario de los sitios web y las intenciones de comportamiento de los clientes.

Diseño/método/enfoque

Se utilizó una encuesta en línea para recopilar los datos de 683 encuestados. Se adoptó el modelo de ecuaciones estructurales basadas en mínimos cuadrados parciales (PLS-SEM) para analizar el marco teórico y probar las hipótesis.

Hallazgos

Los resultados indican un impacto significativamente positivo de la calidad del sitio web del hotel sobre la telepresencia, del rendimento hedónico en utilitario. Además, la telepresencia tiene un impacto significativamente positivo en el rendimento hedónico en utilitario. Por último, la telepresencia, el rendimiento hedónico en utilitário tienen un impacto significativamente positivo en las intenciones de comportamiento de los clientes.

Limitaciones/implicaciones de la investigación

Basándose en los resultados de este estudio, se presentan las implicaciones teóricas y prácticas para los investigadores de la hotelería y el turismo.

Originalidad/valor

Este estudio es uno de los pocos que integran la escala de calidad del sitio web del hotel para examinar las características que influyen en la telepresencia y el rendimento hedónico y utilitario percibido, lo que conduce a intenciones de comportamiento positivas.

Palabras clave

Calidad del sitio web del hotel, Telepresencia, Características utilitarias e idónias, Hoteles

Details

Tourism Review, vol. 76 no. 3
Type: Research Article
ISSN: 1660-5373

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Article
Publication date: 18 February 2020

Hossein Olya, Timothy Hyungsoo Jung, Mandy Claudia Tom Dieck and Kisang Ryu

This paper aims to explore a complex combination of four realms of the experience economy in formulating memories and satisfaction among festival visitors by using…

Abstract

Purpose

This paper aims to explore a complex combination of four realms of the experience economy in formulating memories and satisfaction among festival visitors by using augmented reality (AR), thus engaging visitors in the physical science experience. This study also identifies necessary conditions to achieve desired responses from visitors.

Design/methodology/approach

Asymmetrical modelling with fuzzy set qualitative comparative analysis (fsQCA) was used to investigate causal recipes of two configurations of the experience economy and evaluation of experience leading to both high and low scores from visitor engagement. Necessary condition analysis was applied to examine necessary predictors in visitor engagement. The proposed configuration model was tested by using data obtained from visitors to science festivals in the UK.

Findings

Five causal recipes explained the complex conditions in which visitors were more likely engaged in AR. Aesthetics, education, entertainment and satisfaction were necessary for high engagement among festival visitors.

Research limitations/implications

The results from fsQCA and analyses of necessary conditions help festival organizers improve visitor satisfaction and engagement in a memorable AR experience.

Originality/value

This empirical study deepens current festival understanding of how visitors experience AR by exploring combinations of complex configurations of the experience economy and evaluations of visitor experience based on memories and satisfaction. Unlike symmetrical approaches, asymmetrical modelling by using fsQCA can explore recipes for both high and low scores of visitor satisfaction and engagement. This is the first empirical study investigating necessary predictors of festival visitor behaviour.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 7 June 2021

Ree Chan Ho, Muslim Amin, Kisang Ryu and Faizan Ali

Travelers are increasingly planning trips using smart travel planning apps to manage travel-related activities. They obtain their preferred tour itineraries with the use…

Abstract

Purpose

Travelers are increasingly planning trips using smart travel planning apps to manage travel-related activities. They obtain their preferred tour itineraries with the use of these apps and subsequently choose their tour destinations. Therefore, the purpose of this study is to investigate the effects of smart tour itineraries on travelers and explain what drives the continual use of them.

Design/methodology/approach

Drawing on the unified theory of acceptance and the use of technology model and experiential consumption (UTAUT), the authors conducted this study in Malaysia with a sample of 307 travelers who are familiar with the use of mobile apps.

Findings

The results confirmed that all the UTAUT dimensions except the facilitating condition are significantly related to the intention to use the itinerary. Both the hedonic and utilitarian values in personal consumption significantly motivate the travelers in the behavioral intention to use the itinerary.

Originality/value

This paper offers a good explanation of how the itinerary plans can be used by examining the theories behind the current app’s usage. Many researchers have examined the adoption of the smart travel apps, which has rarely been tied to the antecedents that drive how the travelers use itineraries that are designed by the smart travel apps. This study contributes to the research regarding using the mobile travel apps by developing an integrative model to explain the traveler intentions to use smart travel itineraries.

论智慧旅游App整合旅游行程采纳模型研究目的

游客越来越多地使用智慧旅游计划App来管理他们的旅游相关活动。他们通过这样的App获得行程从而选择他们旅游目的地。因此, 本论文旨在研究智慧旅游行程对游客的影响, 并探究哪些因素驱使他们继续使用智慧旅游行程。

研究设计/方法/途径

本论文采用UTAUT模型, 在马拉西亚取样, 共搜集到307位熟悉移动App的游客数据。

研究结果

研究论文结果肯定了UTAUT各项因素除了辅助条件, 其他因素都显著与使用智慧行程息息相关。享乐型价值和实用型价值都对游客个人使用行为有着显著效果。

研究原创性/价值

本论文通过检验App使用理论解释了行程计划如何被使用。许多研究学者已经检验了智慧旅游App的使用, 但是很少真正与游客如何使用App生成行程的驱动因素相结合。本论文对理论有贡献, 通过开发整合模型以解释游客使用智慧旅游行程的行为。

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Article
Publication date: 19 March 2018

Kimberly J. Harris, Faizan Ali and Kisang Ryu

This study aims to investigate the decision-making process consumers engage in when choosing to return to a restaurant that has experienced a foodborne illness outbreak.

Abstract

Purpose

This study aims to investigate the decision-making process consumers engage in when choosing to return to a restaurant that has experienced a foodborne illness outbreak.

Design/methodology/approach

A scenario-based survey was conducted to collect data from 1,025 respondents on their propensity to return to restaurants that have been cited for serving foods that caused a foodborne illness outbreak. Partial least squares-based structural equation modeling was used to analyze the data.

Findings

The findings of this study show perceived vulnerability, perceived severity and attitude are statistically significant, whereas subjective norms and perceived behavioral control are not statistically significant predictors of consumers’ intention to patronize a restaurant that has experienced a foodborne illness outbreak.

Research limitations/implications

This study examined consumers’ intentions to return to a restaurant that has experienced a foodborne illness outbreak. Findings are based on a scenario-based survey, and thus, the results cannot be generalized.

Originality/value

By implementing protection motivation theory (PMT) and the theory of planned behavior (TPB), findings from this study extend the understanding of patrons’ revisit intentions regarding restaurants with foodborne illness outbreak.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 8 January 2018

Faizan Ali, S. Mostafa Rasoolimanesh, Marko Sarstedt, Christian M. Ringle and Kisang Ryu

Structural equation modeling (SEM) depicts one of the most salient research methods across a variety of disciplines, including hospitality management. Although for many…

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Abstract

Purpose

Structural equation modeling (SEM) depicts one of the most salient research methods across a variety of disciplines, including hospitality management. Although for many researchers, SEM is equivalent to carrying out covariance-based SEM, recent research advocates the use of partial least squares structural equation modeling (PLS-SEM) as an attractive alternative. The purpose of this paper is to systematically examine how PLS-SEM has been applied in major hospitality research journals with the aim of providing important guidance and, if necessary, opportunities for realignment in future applications. Because PLS-SEM in hospitality research is still in an early stage of development, critically examining its use holds considerable promise to counteract misapplications which otherwise might reinforce over time.

Design/methodology/approach

All PLS-SEM studies published in the six SSCI-indexed hospitality management journals between 2001 and 2015 were reviewed. Tying in with the prior studies in the field, the review covers reasons for using PLS-SEM, data characteristics, model characteristics, the evaluation of the measurement models, the evaluation of the structural model, reporting and use of advanced analyses.

Findings

Compared to other fields, the results show that several reporting practices are clearly above standard but still leave room for improvement, particularly regarding the consideration of state-of-the art metrics for measurement and structural model assessment. Furthermore, hospitality researchers seem to be unaware of the recent extensions of the PLS-SEM method, which clearly extend the scope of the analyses and help gaining more insights from the model and the data. As a result of this PLS-SEM application review in studies, this research presents guidelines on how to accurately use the method. These guidelines are important for the hospitality management and other disciplines to disseminate and ensure the rigor of PLS-SEM analyses and reporting practices.

Research limitations/implications

Only articles published in the SSCI-indexed hospitality journals were examined and any journals indexed in other databases were not included. That is, while this research focused on the top-tier hospitality management journals, future research may widen the scope by considering hospitality management-related studies from other disciplines, such as tourism research or general management.

Originality/value

This study contributes to the literature by providing hospitality researchers with the updated guidelines for PLS-SEM use. Based on a systematic review of current practices in the hospitality literature, critical methodological issues when choosing and using the PLS-SEM were identified. The guidelines allow to improve future PLS-SEM studies and offer recommendations for using recent advances of the method.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 2 March 2012

Kisang Ryu, Hye‐Rin Lee and Woo Gon Kim

The purpose of this study is to propose an integrated model that examines the impact of three elements of foodservice quality dimensions (physical environment, food, and…

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67303

Abstract

Purpose

The purpose of this study is to propose an integrated model that examines the impact of three elements of foodservice quality dimensions (physical environment, food, and service) on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions.

Design/methodology/approach

Data were collected from customers at an authentic upscale Chinese restaurant located in a Southeastern state in the USA via a self‐administered questionnaire. Anderson and Gerbing's two‐step approach was used to assess the measurement and structural models.

Findings

Structural equation modeling shows that the quality of the physical environment, food, and service were significant determinants of restaurant image. Also, the quality of the physical environment and food were significant predictors of customer perceived value. The restaurant image was also found to be a significant antecedent of customer perceived value. In addition, the results reinforced that customer perceived value is indeed a significant determinant of customer satisfaction, and customer satisfaction is a significant predictor of behavioral intentions.

Research limitations/implications

The proposed model and study findings will greatly help researchers and practitioners understand the complex relationships among foodservice quality (physical environment, food, and service), restaurant image, customer perceived value, customer satisfaction, and behavioral intentions in the restaurant industry.

Originality/value

This study is the first to develop an integrated model that explicitly accounts for the influence of three restaurant service quality factors on restaurant image and customer perceived value. Using structural equation modeling, this study empirically confirms that the model with the causality from quality, in particular three dimensions of foodservice quality in this study, to restaurant image is superior to the one with causality from image to quality in the context of restaurant.

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Article
Publication date: 15 June 2015

Faizan Ali and Kisang Ryu

– This study aims to examine student’s foodservice experience and its effect on satisfaction, dining frequency and expenditures.

Abstract

Purpose

This study aims to examine student’s foodservice experience and its effect on satisfaction, dining frequency and expenditures.

Design/methodology/approach

A total of 674 samples collected at a large Malaysian private university were used for data analysis. Structural equation modelling based on partial least squares method was conducted.

Findings

Results confirm that student foodservice experience significantly influences satisfaction, dining frequency and dining expenditure. Furthermore, four first-order constructs (product component, service component, price component and healthy component) are also validated on the designated second-order construct (customer foodservice experience).

Research limitations/implications

These findings indicate that on-campus foodservice operators should focus on student experience and satisfaction to increase visits and expenditures.

Originality/value

This study would enable on-campus foodservice operators to have a better understanding of various dimensions of foodservice experience which will lead to students’ satisfaction and encourage the development of their visits and expenditure.

Details

Young Consumers, vol. 16 no. 2
Type: Research Article
ISSN: 1747-3616

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Article
Publication date: 20 April 2010

Kisang Ryu, Heesup Han and Soocheong (Shawn) Jang

The paper aims to examine the relationships among hedonic and utilitarian values, customer satisfaction and behavioral intentions in the fast‐casual restaurant industry.

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Abstract

Purpose

The paper aims to examine the relationships among hedonic and utilitarian values, customer satisfaction and behavioral intentions in the fast‐casual restaurant industry.

Design/methodology/approach

The measures were developed based on a thorough review of the previous literature. Questionnaires were collected in classroom settings at a mid‐western university in the USA. Anderson and Gerbing's two‐step approach was employed to assess the measurement and structural models.

Findings

The findings indicate that hedonic and utilitarian values significantly influence customer satisfaction, and customer satisfaction has a significant influence on behavioral intentions. Utilitarian value shows a greater influence on both customer satisfaction and behavioral intention than does hedonic value. This study also reveals that customer satisfaction acts as a partial mediator in the link between hedonic/utilitarian value and behavioral intentions.

Research limitations/implications

Study findings will greatly help hospitality researchers and practitioners understand the roles of hedonic and utilitarian values in customer satisfaction and behavioral intentions in the fast‐casual restaurant industry.

Originality/value

The paper is the first to explore the relationships among hedonic and utilitarian values and their effect on customer satisfaction and behavioral intentions in the fast‐casual restaurant industry using Babin et al.'s two‐dimensional measure of consumer value.

Details

International Journal of Contemporary Hospitality Management, vol. 22 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 9 March 2015

Joo-Hyung Cho, Moon-Hyang Oh, Kisang Ryu, Jin-Ju Choi and Chang-Ho Chung

This paper aims to identify consumer preferences before Dongchimi products are commercialized and brought to the market. It provides basic data for research and…

Abstract

Purpose

This paper aims to identify consumer preferences before Dongchimi products are commercialized and brought to the market. It provides basic data for research and development of Dongchimi products, examining consumer preferences for general products and purchase intentions based on eating-out behavior, dietary lifestyle and demographic characteristics. Finally, the study examined male and female consumers more than 18 years old who have eaten Dongchimi, particularly their consumption behavior.

Design/methodology/approach

This study was based on preliminary in-depth interviews of consumers to investigate consumer Dongchimi consumption behavior. The authors examined their demographic characteristics, dining-out behavior, dietary lifestyles, how often they buy pickled products and the circumstances in which they consume Dongchimi products. Various statistical analyses were performed with SPSS 18.0, including frequency analysis of the general characteristics of subjects, chi-square test for difference verification as well as factor analysis and cluster analyses.

Findings

More than half of the respondents eat Dongchimi products only once or twice every six months or once or twice a year. Consumers prefer Dongchimi’s glass bottle packaging with two to three servings of white radish, the original version of Dongchimi. Furthermore, cross-analysis comparing purchase intentions of Dongchimi products among clusters revealed significant differences (χ2 = 212.58, df = 2, p < 0.001). The group most concerned with taste and diet showed 100 per cent purchase intention. However, the group most interested in convenience showed only 50 per cent purchase intention for Dongchimi products. The group primarily concerned with health showed little intention to purchase.

Originality/value

Food scholars have investigated consumption behaviors of domestic consumers in developing kimchi products, but research on Dongchimi is lacking, especially of consumption behaviors by actual consumers. Using certain determinants (marital status, expense of dining out, frequency of buying pickled products and food-related lifestyle), the authors analyzed the purchasing intentions of consumers of Dongchimi products. The results show that married consumers who spend heavily on dining out and purchase pickled foods frequently, but who are also concerned about taste and diet, were those with the highest intention to purchase Dongchimi products.

Details

Nutrition & Food Science, vol. 45 no. 2
Type: Research Article
ISSN: 0034-6659

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Article
Publication date: 15 June 2015

Brian Young

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Abstract

Details

Young Consumers, vol. 16 no. 2
Type: Research Article
ISSN: 1747-3616

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