Winsted, 2000, Service behaviors that lead to satisfied customers
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This document summarizes a study that examined customer-focused service behaviors and their relationship to customer satisfaction across different service industries. The study involved 4 steps: 1) A literature review identified common service dimensions. 2) An open-ended survey identified 137 specific customer-facing behaviors. 3) Customers in restaurants and hospitals rated behaviors and their satisfaction levels, identifying behaviors highly correlated with satisfaction. 4) Factor analysis grouped the behaviors into 3 overarching factors - concern, congeniality, and civility - that strongly predicted customer satisfaction across both industries. The study found many important customer service behaviors are consistent across different service contexts.
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This document proposes a conceptual model to examine tourists' psychological reactions to negative experiences. It draws from attribution theory and other related theories to identify key concepts like causal attribution, satisfaction, and loyalty. The model suggests that a tourist's level of loyalty to a destination will influence how they attribute the cause of a negative experience (internal vs. external, stable vs. unstable, specific vs. global). It then hypothesizes that attributions linked to internal, unstable, or specific factors will lead to higher satisfaction levels. The goal is to understand the moderating role of loyalty in how tourists cognitively process negative events.
2010 istte choi lu cai
This document discusses tourist loyalty and proposes that the correlation between attitudinal and behavioral loyalty is weaker for tourism compared to other industries. It presents four propositions: 1) the correlation is lower for tourism than generic products, 2) the correlation is lower for long-haul vs short-haul travel, 3) the correlation is lower for people with high novelty-seeking traits, and 4) the correlation is higher for risk-averse segments. The document outlines factors like type of travel, lifestyle, and personality that can influence the relationship between attitudinal and behavioral loyalty for tourists.
Tourism’s Forward and Backward Linkages
This document discusses using linkage analysis to analyze the relationships between the tourism sector and other industries in an economy. It defines forward and backward linkages, with forward linkages referring to tourism as a supplier of goods and services to tourists, and backward linkages referring to tourism as a demander of inputs from other industries. It also describes how Leontief and Ghosh multipliers can be used to measure the strength of these linkages, indicating the total industry output supported by a one dollar change in demand or supply from the tourism sector. The analysis found tourism industries have stronger forward linkages on average compared to nontourism industries.
HTM231 Sp10 Ch08 Branding Suh Hee Choi
The document discusses key concepts in branding, including brand identity, brand image, and brand associations. It defines brand identity as the outward manifestation of a brand's essence, and brand image as consumers' perceptions and associations with a brand. It also distinguishes between points of parity (POP), which are basic benefits shared across brands, and points of difference (POD), which are unique attributes strongly associated with a specific brand. The document provides examples of how these concepts apply to destinations and stores.
Strategic Brand Management: Building, Measuring, and Managing Brand Equity (3...
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I designed this powerpoint for an HTM631 class (Strategic Marketing in Hospitality and Tourism) in spring 2009.
HTM499 individual project
This document provides a feasibility study for constructing a website and conducting online marketing for a mid-sized local restaurant. It identifies the target market as residents of Lafayette and West Lafayette, especially teenagers and young adults. It proposes an "eatertainment" restaurant concept to appeal to this demographic. The mission statement discusses using the website to effectively market to potential visitors and communicate the restaurant's core values. It also considers budget, website content and design, and additional factors like managing customer communication channels.
HTM 499 1st Project -- Business concept
Chuck's is a proposed entertainment restaurant in West Lafayette, Indiana that will serve American food and offer attractions like billiards, shuffleboard, and virtual reality games. It will be a three story 50,000 square foot building located at the intersection of East State Street and Tapawingo Drive that can seat up to 400 people total. The target customers are families with kids and teenagers as well as young adults who enjoy American food and seeking a unique experience in a casual setting.
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Choi & Cai_Country-of-origin effect in tourism (ttra apac 2014)
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2011 graduate conference -- communicativeactions choi_kim_cai
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Winsted, 2000, Service behaviors that lead to satisfied customers
- 1. HTM 681 Reading 9 (Spring 2009) Kathryn Frazer Winsted,2000 Service behaviors that lead to satisfied customers European Journal of Marketing, 34, 3/4, 399 – 417 Feb. 19, 2009 Suh-hee Choi
- 2. Background How does this patient evaluate service encounters? What does he REALLY want her to do? Aren’t we obsessed with SERVQUAL? Need to examine behaviors based on the real service encounters!
- 3. Research Questions Which behaviors do consumers use to evaluate services? Which behaviors/factors are related to satisfaction? Four stages 1. Literature review: Identify dimensions 2. Open-ended survey: Behavior identification 3. Identify relationships between behaviors and satisfaction 4. Group behaviors into factors
- 5. WOM is importantSERVQUAL is too generic.. An industry-specific analysis is needed!
- 6. 1. Literature Review: Identify Dimensions + focus groups Authenticity Promptness Caring Service Encounter Dimensions Personalization Perceived control Courtesy Friendliness Formality
- 7. Oops…
- 8. 2. Behavior Identification Behavioral identification questionnaire (Q1) • 156 students in the US / Open-ended questions • e.g. “what thing would a doctor do if he or she were being ? Ans: behaviors (smile) Sorting + Antonym Courteous Coding 4000 behaviors 448 codes 137 behaviors
- 9. 2. Behavior Identification Authenticity Caring 137 behaviors 119 – both 12-restaurant 6-medical 25~60 generated for each dimension 3~12 uniquely for one dimension Personalization smile Courtesy Friendliness Formality
- 10. 3. Identify Relationships between Behaviors and Satisfaction Behavioral analysis questionnaire (Q2) • 304 (medical) + 424 (restaurant) = 728 undergrads • recalled recent visit - 137 behaviors: 7 point Likert scale of agreement - satisfaction levels: 6 questions Crosby et al., 1990, 79 “semantic differential scales” – feelings, pleasure, satisfaction Churchill and Surprenant, 1982, global faces scale
- 12. Oops~~! p. 406 0.76
- 13. 4. Group Behaviors into Factors Group factors that are highly correlated with satisfaction and test ability to predict satisfaction. “since the behaviors highly correlated with satisfaction are almost identical for the two industries, a single factor analysis was instead performed for both industries to avoid redundancy and to allow for improved generalizability.” (409) Didn’t you say that an industry-specific analysis is needed? (412) “This research supports the notion that many of the behaviors important to consumers in evaluating service encounters are the same across different types of service encounters.”
- 16. 4. Group Behaviors into Factors AUTHENTICITY “not negative” behavior Chandon et al. (1997) perceived competence listening dedication SERVQUAL Empathy Assurance Responsiveness Congeniality Concern Civility RESPECT CONVERSATION/ PERSONALIZATION positive attitude
- 17. 4. Group Behaviors into Factors assurance (SERVQUAL) empathy (SERVQUAL) Responsiveness (SERVQUAL) Respect Authenticity communication personalization Table III. Service dimensions with factor loadings (loading > 0.5)
- 18. Discussion Tangibles? Factors might be different depending on the context Sampling / Methods
- 19. Oops~~! :