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Case study
Publication date: 4 January 2016

Jacqueline C. Landau, Lillian Little and Myunghee Mindy Jeon

This case focusses on management and customer service issues at a historic hotel, the Hawthorne, in Salem, Massachusetts. By 1999, when Juli Lederhaus was hired as the new general…

Abstract

Synopsis

This case focusses on management and customer service issues at a historic hotel, the Hawthorne, in Salem, Massachusetts. By 1999, when Juli Lederhaus was hired as the new general manager, the Hawthorne had a reputation of being well past its prime and customers were dissatisfied with the quality of service and outdated physical facilities. This case describes the actions she took, up to 2012, to improve service. The case ends with Lederhaus contemplating whether more changes are needed given that she had just heard a rumor that a company was considering building a new hotel just a few blocks away. The case gives students the opportunity to analyze the strengths and weaknesses of the Hotel in relation to customer service, and propose recommendations for future improvements.

Research methodology

A qualitative, interview based, methodology was used. The researchers held numerous, face-to-face interviews with the owner and employees of various ranks. Information was also gathered from archival data and traveler review sites such as TripAdvisor.com and Yelp.com.

Relevant courses and levels

The case is targeted to undergraduate business and hospitality students at a sophomore or junior level. Classes in which this case could be used include: Organizational Behavior, Human Resource Management, and Hospitality Management.

Details

The CASE Journal, vol. 12 no. 1
Type: Case Study
ISSN: 1544-9106

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 effects of…

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: 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 (b&b…

1076

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…

8287

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: 11 October 2022

Priyanka Gujrati

This study aims to understand the corporate social responsibility (CSR) perspective of the employees working in manufacturing sector and service sector and further investigates…

Abstract

Purpose

This study aims to understand the corporate social responsibility (CSR) perspective of the employees working in manufacturing sector and service sector and further investigates whether there is any significant difference in their opinion on the basis of their gender and their hierarchical position in the organization.

Design/methodology/approach

In total, 300 employees of manufacturing and service sector companies have participated in this study. To test the hypotheses, the researcher has used two-way ANOVA, with diagrammatic presentation with the help of SPSS.

Findings

The results showed that there was a non-significant effect of gender on the perceived impact of CSR and employees at various level of hierarchy perceived the impact differently by the type of companies in which they work. Specifically, there was significant difference in the perceived impact for officers, managers and assistant managers in manufacturing and service sector, whereas for executives, the perceived impact varied significantly in manufacturing and service sector.

Research limitations/implications

This study has analysed the perception of 300 employees including the employees of the manufacturing and service sectors. Also, the analysis is based on two demographic variables, i.e. gender and hierarchical level which may be considered as the limitation of the study.

Practical implications

The major contribution of this study is the fact that the employees have similar kind of opinion for the efforts and initiatives taken by their companies for CSR practices. The work culture, corporate ethics, managerial support and sectorial priorities do not have much influence on the employees in terms of CSR. However, the employee’s opinion may change after reaching to higher position in organization.

Originality/value

This study is totally unique in nature. As per the researcher’s knowledge, no documented study is available that investigates the CSR perspective of employees from two major sectors, i.e. manufacturing and service sector that validates this study.

Details

Journal of Indian Business Research, vol. 15 no. 1
Type: Research Article
ISSN: 1755-4195

Keywords

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