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Full-Text Articles in Business
Satisfaction Vs Experienced Utility: Current Issues And Opportunities, Maksim Godovykh, Asli D. A. Tasci
Satisfaction Vs Experienced Utility: Current Issues And Opportunities, Maksim Godovykh, Asli D. A. Tasci
Faculty Scholarship and Creative Works
Satisfaction is one of the most studied constructs in many fields, including tourism. As an important marketing metric, satisfaction is typically measured with self-reported retrospective evaluations of travel experience. However, the memory-based approaches have numerous limitations related to social desirability, availability heuristics, previous knowledge, mood at the time of answering questions and do not reflect the moment-by-moment nature of visitor experience. The shortcomings and limitations of self-reported retrospective evaluations could be eliminated by introducing pre-visit, on-site, and post-visit instant components of experienced utility as measures of visitor experience. The experienced utility allows eliminating the majority of self-report biases, capturing the …
Exploring The Association Of The Attributes Of Self-Service Kiosks, Customer Check-In Satisfaction, And Customer Commitment In C, Gary Deel
Electronic Theses and Dissertations
Research regarding self-service technology and its integration into the traditional service environment is relatively limited as it applies to the lodging industry. The purpose of this study was to investigate the customer check-in satisfaction and customer commitment impacts of self-service hotel kiosks as implemented in convention hotels by examining perceptions of kiosk users. It has been theorized that customer perceptions of self-service technology attributes are positively related to satisfaction and subsequent commitment. A model was employed in this study that had been previously supported outside of the hospitality industry which demonstrated support for a universal standard of investigating self-service technology …