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Article
Publication date: 14 November 2016

Seonjeong Ally Lee, Miyoung Jeong and Myunghee Mindy Jeon

The purpose of this study is to propose four experiential components of e-servicescape that influence customers’ pleasure emotions, satisfaction with bed and breakfast…

Abstract

Purpose

The purpose of this study is to propose four experiential components of e-servicescape that influence customers’ pleasure emotions, satisfaction with bed and breakfast (b&b) websites and behavioral intentions in the context of the b&b industry.

Design/methodology/approach

This study is based on a cross-sectional, self-administered online survey from b&b customers.

Findings

This study identifies that both perceived enjoyment and social presence represent positive effects on customers’ pleasure emotions and satisfaction with b&b websites. However, flow experience only influences customers’ pleasure emotions, and interactivity only affects customers’ satisfaction with b&b websites. Results from this study confirm that customers’ pleasure emotions influence their satisfaction with b&b websites and their behavioral intentions.

Originality/value

This paper incorporates the roles of experiential factors of e-servicescape in the context of the b&b industry.

Details

Journal of Hospitality and Tourism Technology, vol. 7 no. 4
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 9 January 2017

Myunghee Mindy Jeon and Miyoung Jeong

This study aims to examine determinants of perceived website quality and associations among consequences of perceived website quality. Adopting the framework of loyalty…

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Abstract

Purpose

This study aims to examine determinants of perceived website quality and associations among consequences of perceived website quality. Adopting the framework of loyalty development, causal links are investigated among the website quality, customers’ perceived service quality, their satisfaction, return intention and loyalty in the context of the lodging industry.

Design/methodology/approach

An online field survey is conducted with internet bookers. A confirmatory factor analysis and a parameter estimate analysis using structural equation modeling are adopted to analyze the data.

Findings

The progression of the phases of loyalty proceeds in a linear fashion on a lodging website. Mediation effects of customer satisfaction and return intention are detected. Moderation effects of gender were also detected in the relationships among website service quality and consequences of website service quality.

Research limitations/implications

Caution is advised in generalizing findings of this study due to convenience sampling, although findings of the study do confirm results of previously conducted studies.

Practical implications

This study provides practical tips for website development for hospitality management to understand the e-loyalty formation process so that appropriate marketing strategies can be established to accommodate the type and degree of individual customer’s loyalty as well as gender-specific expectations from prospective customers.

Originality/value

This study demonstrates that customer loyalty formation in both physical and online environments has identical processes in the context of the lodging industry. The male group, compared to the female group, appears to be more sensitive in perceiving the effects of functionality of a lodging website, tends to develop customer satisfaction when perceiving website service quality and inclines to develop customer loyalty when having return intention.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 31 December 2020

Chuhan (Renee) Thomsen and Miyoung Jeong

This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing…

Abstract

Purpose

This study aims to provide an in-depth understanding of the complex nature of Airbnb user experience by analyzing the pattern and sentiment of online reviews and assessing the relationships among review scores.

Design/methodology/approach

Big data analysis is conducted using Airbnb users’ online reviews of 16 US cities; correlation is run on review scores.

Findings

The key themes of Airbnb users’ online reviews are “clean,” “location,” “stay,” “home,” “place,” “host,” “neighborhood” and “recommend” and users have positive Airbnb experiences in general. The score of “cleanliness” significantly affects the “overall review” score.

Research limitations/implications

This study is exploratory in nature; mixed methods should be used in the future to measure the relationship between user experience and extracted themes. As the context is in the USA in the current study, comparisons of review patterns across different countries and regions are necessary for later studies. Furthermore, future studies should consider Airbnb users’ demographics, personality and lodging preferences.

Practical implications

It is important for Airbnb hosts to maintain a clean and accessible property. Both Airbnb hosts and hoteliers should enhance the attributes that generate positive customer reviews. Each city should develop different strategies based on the performance of “cleanliness” and “overall review.”

Originality/value

This study supplements the existing literature in Airbnb user experience by analyzing online reviews in 16 US cities via Leximancer 4.0.

分析Airbnb网络评论:论美国16城市的用户体验

研究目的

本论文旨在深入了解Airbnb用户体验的复杂属性, 通过分析网络评论以及网络评分之间的关系来找寻规律和判断用户情感偏差。

研究设计/方法/途径

本论文采用大数据方式, 样本为美国16个城市的Airbnb用户网络评论; 本论文还对网络评分做出相关性分析。

研究结果

研究结果表明, Airbnb用户网络评论的关键主题为“清洁性”、“地理位置”、“居住体验”、“家”、“地点”、“招待主人”、“邻里”、以及“推荐”和用户总体来说对Airbnb有着积极体验。“清洁度”分数对“整体评论”有显著影响。

研究理论限制/启示

本论文属于开拓性研究作品; 未来项目可以采用混合方法来衡量用户体验与主题的关系。本论文的研究背景是美国, 未来研究可以做不同国家和区域的评论模式对比分析。此外, 未来研究还应该考虑Airbnb用户的统计数据指标、个性、以及住宿设施偏好。

研究实际启示

对于Airbnb住宿提供者来说, 保持设施的清洁和可使用性是非常重要的。对于Airbnb住宿主人和酒店经营者来说, 加强服务属性来提高网络好评是非常重要的。每个城市都应该基于“清洁度”和“整体评论”来开发不同的战略。

研究原创性/价值

本论文补充了现有Airbnb用户体验的文献, 通过Leximancer 4.0 软件来分析美国16个城市的网络评论

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 22 November 2022

Miyoung Jeong, Hyejo Hailey Shin, Minwoo Lee and Jongseo Lee

Given the importance of performance consistency of chain hotels in customers’ decision-making and service evaluation, this study aims to explore how consistently chain…

Abstract

Purpose

Given the importance of performance consistency of chain hotels in customers’ decision-making and service evaluation, this study aims to explore how consistently chain hotel brands offer quality service and carry out their performance from the eyes of customers through online reviews on TripAdvisor of the top five US hotel chains (i.e. Choice, Hilton, InterContinental, Marriott and Wyndham) and their brands.

Design/methodology/approach

The research objectives were achieved through methodological triangulation: business intelligence, data visualization analytics and statistical analyses. First, the data collection and pre-processing of consumer-generated media (CGM) (i.e. TripAdvisor online reviews) were performed using business intelligence for further analyses. Using data visualization analytics (i.e. box-and-whisker plot by region and brand), the geographic patterns of performance attributes (i.e. online review ratings, including location, sleep, cleanliness, room and service) were depicted. Using a series of analyses of variance and regression analyses, the results were further assessed for the impacts of brand performance inconsistency on consumers’ perceived value, sentiment and satisfaction.

Findings

The empirical results demonstrate that there are significant performance inconsistencies in performance attributes (location, sleep, cleanliness, room and service) by brands throughout the six regions in the US hotel market. More importantly, the findings confirm that brand performance consistency significantly influences consumers’ perceived service quality (i.e. perceived value, satisfaction and sentiment).

Originality

This study is one of the first attempts to empirically explore hotel brand performance consistency in the US hotel market from customer reviews on CGM. To measure hotel brand performance in the US hotel market, this study collected and analyzed user-generated big data for the top 5 US hotel chains through business intelligence, visualization analytics and statistical analysis. These integrated and novel research methods would help tourism and hospitality researchers analyze big data in an innovative data analytics approach. The findings of the study contribute to the tourism and hospitality field by confirming hotel brand performance inconsistency and such inconsistent performance affected customers’ service evaluations.

Practical Implications

This study demonstrates the significant impact of hotel brand performance consistency on consumers’ perceived value, emotion and satisfaction. Considering that online reviews are perceived as a credible source of information, the findings suggest that the hotel industry pays special attention to brand performance consistency to improve consumers’ perceived value, emotion and satisfaction.

Details

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

Keywords

Article
Publication date: 28 January 2022

Hyejo Hailey Shin and Miyoung Jeong

To explore the impact of luxury hotel brands’ technologies on guests’ perceived value enhancement and its consequences, this study aims to examine how task–technology fit…

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Abstract

Purpose

To explore the impact of luxury hotel brands’ technologies on guests’ perceived value enhancement and its consequences, this study aims to examine how task–technology fit (TTF) and luxury–technology fit (LTF) affect luxury hotel guests’ perceived value enhancement, satisfaction and brand loyalty.

Design/methodology/approach

A scenario-based online survey was conducted with existing and potential luxury hotel guests. The relationships among TTF, LTF, value enhancement, satisfaction and loyalty were examined using partial least square structural equation modeling. Moreover, the respondents were asked their preferred service agent (human staff vs technology) in a luxury hotel to further understand luxury hotel guests’ perception toward technological services in a luxury hotel setting.

Findings

The results reveal that both TTF and LTF have significant impacts on the luxury hotel’s value enhancement, and the impacts of TTF and LTF on value enhancement are moderated by the guests’ technology optimism. The findings of this study suggest that the luxury hotel brands must consider the fit between the image of their brand and the technology to increase guests’ perceived value enhancement, satisfaction and loyalty.

Research limitations/implications

Applying categorization theory, this study extended the concept of brand extension to technology implementation. The findings advance the current understanding of how technology affects luxury hotel consumers’ perceived value enhancement, and how consumers’ optimism influences the impacts of TTF and LTF on value enhancement.

Practical implications

By examining the effects of TTF and LTF on luxury hotel guests’ perceived value enhancement, this study would shed light on luxury hotel brands’ technology implementation strategies. By understanding how TTF and LTF affect consumers’ perceived value enhancement, luxury hotel brands will be able to better design their technology implementation plans.

Originality/value

Even though luxury hotel brands are well known for offering high-level and personalized services through interpersonal interactions between employees and consumers, they have been actively implementing a variety of technologies to enhance guest experience and satisfaction. This study investigates the role of technological innovations in a luxury hotel setting. Particularly, this study examines how technologies improve guests’ perceived value of a luxury hotel and lead to satisfaction and loyalty.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 8 December 2020

Myunghee Mindy Jeon, Miyoung Jeong and Seonjeong Ally Lee

This study examined relationships among e-stimuli and customers’ behavioral intentions and identified whether customers’ hedonic or utilitarian orientation moderation…

Abstract

Purpose

This study examined relationships among e-stimuli and customers’ behavioral intentions and identified whether customers’ hedonic or utilitarian orientation moderation effects of e-stimuli on a bed and breakfast (B&B) website’s flow experience.

Design/methodology/approach

The proposed hypotheses were tested by using structural equation modeling. Two group comparisons were conducted to test moderating effects in the relationships between stimuli and flow experience.

Findings

This study determined e-stimuli affected customers’ flow experiences and causal relationships among emotions, satisfaction and behavioral intentions. It also found moderating effects of hedonic/utilitarian motivation.

Practical implications

Findings from this study could help B&B operators develop online marketing strategies.

Originality/value

This study developed a framework of e-stimuli in a B&B website setting to address customers’ psychological behaviors to understand the practical needs of the B&B industry and customers’ expectations.

研究目的

本论文检验了网络刺激与消费者行为意向之间的关联, 并且指出具体消费者享乐主义动机和功利主义动机在网络刺激对民宿网站的整体感受之间的调节作用。

研究设计/方法/途径

本论文采用SEM对提出的假设进行验证, 并且采用两组对比分析针对刺激源和整体感受之间的调节作用

研究结果

研究结果确定了网络刺激对消费者整体感受的作用力, 以及情感、满意度、与行为意向之间的因果关系。此外, 研究结果还发现享乐/功利动机的调节作用。

研究现实意义

本研究结果帮助民宿业主开发在线营销策略。

研究原创性/价值

本论文开发一个民宿网站的网络刺激模型, 来解决消费者的心理行为, 以了解民宿产业的实际需求和消费者期望。

Article
Publication date: 1 December 2022

Haemoon Oh, Miyoung Jeong, Hyejo Hailey Shin and Allan Schweyer

This study aims to advance the understanding of the relationships between employee engagement (EE), satisfaction and turnover intention (TI) beyond their known linear…

Abstract

Purpose

This study aims to advance the understanding of the relationships between employee engagement (EE), satisfaction and turnover intention (TI) beyond their known linear functions by providing a set of significant empirical evidence on nonlinear functions including quadratic, cubic and interactive effects.

Design/methodology/approach

This study used four 2 × 2 between-subjects experiments sampling 640 hospitality sales professionals through online data collection methods. EE and employee satisfaction (ES) were examined in disaggregation into personal and organizational dimensions. Residual regression models controlling for age and gender as covariates were the main approaches for analyzing data for nonlinear effects.

Findings

Both EE and ES consistently have significant negative quadratic and positive cubic effects on employees’ TI. EE and ES have a negative interaction effect, that is, complementing each other, on TI such that the effect is more pronounced at higher levels than lower levels of EE and satisfaction.

Practical implications

Organizations need to understand some threshold phenomena that may exist in the widely believed linear effects of EE and satisfaction on TI. Doing so may help allocate resources more effectively for EE and satisfaction.

Originality/value

This study examined the nonlinear as well as interactive nature of the relationships between EE and TI and ES and TI to expand our understanding of these relationships beyond the known linearity and add new empirical evidence to the literature.

Details

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

Keywords

Article
Publication date: 16 September 2022

Hyejo Hailey Shin, Miyoung Jeong, Natalia Zapata-Cuervo, Maricela Isabel Montes Guerra, Mi-Hea Cho and Yensoon Kim

This study aims to investigate how customers’ perceived risks of sharing economy (SE) affect their self-protective behaviors when using SE, leading to their future…

Abstract

Purpose

This study aims to investigate how customers’ perceived risks of sharing economy (SE) affect their self-protective behaviors when using SE, leading to their future behavioral intention. Additionally, this study looks into whether there are any differences between accommodation-sharing and ride-sharing customers in the aforementioned relationships.

Design/methodology/approach

An online survey targeting two groups of SE customers (i.e. accommodation sharing and ride sharing) was used. Using partial least squares structural equation modeling, the mechanism of how SE customers’ perceived risks of SE affect their self-protective behaviors, which in turn influence their future behavior intention. A multigroup analysis was performed to assess the difference between the two groups of SE customers. Finally, a multivariate analysis of variance (MANOVA) was conducted to see the potential differences between the five classifications of self-protective behaviors in their perceived risks.

Findings

SE customers’ psychological risks positively affected their hygiene protective behaviors and social protective behaviors, influencing their behavior intention and relative intention (compared with traditional services). Social risk had a negative impact on SE customers’ hygiene protective behaviors. There was a significant difference between accommodation sharing and ride sharing customers in their psychological mechanism of how perceived risks influence their self-protective behaviors.

Practical implications

The findings of this study help SE platforms and service providers better understand their customers’ perceived risks of their services and suggest them to promote their customers’ self-protective behaviors so that perceived risks can be mitigated, thereby generating strong behavior intentions. As the results indicated that there is a significant difference between the two major forms of SE (i.e. accommodation sharing and ride sharing) in their customers’ perceived risks and self-protective behavior, SE platforms can further refine their operational and marketing efforts based on the findings.

Originality/value

This study offers a comprehensive understanding of SE customers’ self-protective behaviors by examining the effects of SE customers’ different perceived risks on their self-protective behaviors during the unprecedented pandemic. Furthermore, the comparison of the two most popular forms of SE (i.e. accommodation sharing and ride sharing) provides new perspectives to understand customers’ behavior in the SE context.

Details

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

Keywords

Article
Publication date: 28 May 2021

Hyejo Hailey Shin and Miyoung Jeong

This study aims to identify travelers’ motivational factors to adopt augmented reality (AR) applications at tourism destinations. Furthermore, this study seeks to…

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Abstract

Purpose

This study aims to identify travelers’ motivational factors to adopt augmented reality (AR) applications at tourism destinations. Furthermore, this study seeks to investigate the role of personal innovativeness as a moderator in the relationships between motivations and travelers’ behavioral outcomes.

Design/methodology/approach

Building upon two theories, cognitive evaluation theory and self-presentation theory, this study developed a conceptual framework to identify travelers’ inclination to use AR applications at tourism destinations. A sample size of 473 was collected through an online self-administered survey. Using partial least square (PLS) analysis, the proposed model was examined. To examine the moderating effect of personal innovativeness, a multi-group analysis was conducted with two groups: high-innovative and low-innovative. PLS method is used to test the study’s theoretical model.

Findings

Findings of this study indicate that both hedonic and utilitarian motivations significantly influenced travelers’ attitudes toward AR applications at tourism destinations. Self-presentation motivation appears to have a significantly positive impact on travelers’ attitudes toward AR applications only for the highly innovative group.

Originality/value

This study helps a better understanding of what motivates travelers to adopt AR applications at tourism destinations by integrating preeminent theories and applying them to the tourism context.

研究目的

本论文旨在指出游客在旅游目的地使用AR的驱动因素。此外, 本论文旨在研究个人创新性在驱动因素与游客行为结果之间的调节作用。

研究设计/方法/途径

本论文采用认知评价理论和自我表现理论作为理论基础, 建立了一个显示游客在旅游目的地使用AR应用的驱动力理论模型。本论文通过在线问卷共搜集473份数据。样本分析采用PLS分析法来验证理论模型。为了检验个人创新性的调节作用, 多组分析法在高创新性vs低创新性两组中进行。

研究结果

研究论文结果显示享乐型价值和实用型价值都对游客在旅游目的地使用AR的态度有显著作用。自我表现激励因素只对高创新性游客组对AR态度有着显著作用。

研究原创性/价值

本论文通过整合理论, 将其应用到旅游情境中, 解释了游客为何在旅游目的地使用AR的行为。

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 16 December 2021

Miyoung Jeong, Kawon Kim, Forest Ma and Robin DiPietro

This study aims to identify key factors that affected US respondents’ dining behavior at restaurants during the midst of the COVID-19 pandemic.

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Abstract

Purpose

This study aims to identify key factors that affected US respondents’ dining behavior at restaurants during the midst of the COVID-19 pandemic.

Design/methodology/approach

Due to the lack of a prior framework or model to test customers’ perceptions of dining-out behavior during this unprecedented time, this study used a mixed-methods approach, conducting two focus group discussions to generate potential restaurant attributes, followed by a US-based survey using an online panel. Using structural equation modeling, this study tested eight developed propositions.

Findings

The findings of this study indicated that the three key factors (i.e. restaurant dining environment, communication and hygiene and contactless features) made customers feel comfortable dining in the restaurant during the pandemic. Out of these three factors, only the restaurant dining environment and communication and hygiene were essential predictors for customers’ perceived trust toward the restaurant, leading to their willingness to pay more. This study used two moderators, customers’ perceived risk and support for restaurants to examine how they affected customers’ perceived trust and willingness to pay, respectively.

Practical implications

This study provides both theoretical and practical implications to the current body of knowledge in customers’ dining-out behavior and the development of operational strategies for restaurants to accommodate customers’ changing dining-out behavior due to the COVID-19 pandemic. To develop a holistic conceptual framework, this study incorporates two COVID-19-focused measurement items, perceived risk and support of the restaurant, to identify their moderating roles in the relationships among the five proposed measurement items. This study provides restaurant operators with insights into the altered dining-out behavior of their customers due to the COVID-19 pandemic and prepares them for the post pandemic environment.

Originality/value

During the unprecedented pandemic situation, few customers are willing to dine in restaurants. As local and national governments lifted the mandated COVID-19 protocols, restaurants opened their business slowly to cater to customers in compliance with the centers for disease control’s health and safety regulations. It is of utmost importance for restaurant operators to accommodate their customers’ needs when they dine in the middle of the COVID-19 pandemic. There is a paucity of research that has examined customers’ comfort level when dining in restaurants and customers’ preferred dining environment during the pandemic.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

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