Business Commons^™

Designing Experiences: Unveiling Passenger Perspectives Through Service Design At An Airport, İnci Polat, Ahmet Ozturk, Ruveyda Koc, Yudem Inel

Journal of Global Hospitality and Tourism

Service design refers to applications that design, align, and optimize business operations to improve the experiences of both users and employees to support customers’ journeys. The fundamental objective of this conceptual framework is not solely to fabricate a comprehensive, pleasurable, and unforgettable encounter for customers but also to create a sustainable, proficient, and fruitful resolution for providers. This study aims to measure passenger satisfaction using service design tools, such as customer journey maps and research walls, and to demonstrate the impact of service design experience on value co-creation and customer satisfaction. In this context, this study comprises two phases. The …

Enhancing Customer Happiness Through Corporate Social Responsibility: Unveiling The Impact Of Csr On Customer Well-Being, Cheonglim Lee, Yongju Kwon, Youjae Yi

Asia Marketing Journal

Previous literature supports the importance of corporate social responsibility (CSR) by demonstrating its effects on various aspects of firm performance. However, the extent to which CSR contributes to social well-being, its original objective, has rarely been examined. The current research investigates the impact of customers’ perceived CSR of service firms on customer happiness. Two studies confirm our proposition that perceived CSR increases customer happiness by enhancing perceptions of warmth and competence associated with the service company. Furthermore, we examine how the type of service moderates this effect. Specifically, we find that the indirect effects of CSR on customer happiness through …

Love Is Blind: The Ironic Effect Of Fans’ Experience On Taste Perception, Jennifer L. Stoner, Maria A. Rodas

Marketing Faculty Publications

Many consumers may proclaim a love for a certain sensory experience (e.g., the taste of chocolate for “chocoholics”). These fans may have a wealth of experience consuming the product they love. In three studies, we find that these fans’ love actually blinds them in their ability to report nuances about the products they consume because of the use of top-down information processing. However, when presented with novel brand information, fans switch to a more bottom-up approach which allows greater discernment of the consumption experience. Prompting mindful consumption can also impact a fan’s ability to report a product’s nuances more accurately.

Analysis Of The Integration Of High-Tech Virtual Technology To Improve The Audience's Experience: Taking China Exhibition Hall As Examples, Zizhou Guo

MA Theses

The existence of an exhibition hall is nothing more than to display the works of art, and the design of an exhibition hall is nothing more than to let the audience better understand the works of art. In order to do this well, the design of exhibition space, as a container for artworks, plays an important role. This paper starts with the exhibition space of the exhibition hall, analyzes some new features and existing problems of the exhibition space of the contemporary exhibition hall, and takes space scale, space sequence, exhibition and display methods, and multimedia as the research objects. …

Exploring The Experiences Of Women On Muslim Pilgrimage: A Study Of Hazaratbal Shrine In Kashmir, Ab Qayoom Shah, Professor Aneesa Shafi

International Journal of Religious Tourism and Pilgrimage

The aim of this study is to explore the experiences of women at Hazaratbal shrine in Kashmir also known as Madinut-ul-Sani (second Madina). In spite of growing interest of scholars in sacred tourism research, little efforts are made to examine female perception of holy shrine experiences. The authors collected data through interviews and participant observation of female pilgrims/visitors, at the shrine. The theoretical base of the study is the phenomenological work of Schultz. After the completion of analysis, five main categories of perceptions appeared which attract women visitors to Hazaratbal shrine namely prayer and worship, thanksgiving, healing, learning and heritage.

Antecedents Of Customer Brand Engagement Affecting Customer Satisfaction, Trust, And Commitments In Forming Loyalty And Word Of Mouth In Indonesia, Unik D. Lestari, Tantri Yanuar R. Syah

ASEAN Marketing Journal

Manuscript type: Research Article

Research Aims: The research objective was to determine customer brand engagement (CBE) drivers, which directly or indirectly generate word of mouth (WOM) on Instagram through trust, commitment, customer satisfaction, and loyalty.

Design/methodology/approach: This research was conducted in Indonesia with 213 respondents who are active on Instagram accounts, have an age range between 20 and 60 years, and have an attachment to products from middle to upper-class brands in Indonesia. This quantitative research uses the Structural Equation Model (SEM) method.

Research Findings: The results show that customer involvement and flow experience are the main drivers …

Gastro-Tourism Well-Being: The Interplays Of Salient And Enduring Determinants, Muhammet Kesgin, Irfan Onal, Ihsan Kazkondu, Muzaffer Uysal

Articles

Purpose-This research developed and tested an integrated structural gastro-tourism well-being model consisting of food-related lifestyle and leisure attitude as precursor of the consumption enjoyment of the gastro-tourism experience with satisfaction, life domain outcomes, tourism autobiographical memory and life satisfaction as outcomes of the consumption enjoyment. Design/methodology/approach – The conceptual model was assessed with quantitative data collected from tourists based on their deliberate and incidental gastro-tourism experiences (N=617). Findings – Findings indicated that enjoyment of gastro-tourism consumption experience significantly influences satisfaction, life domain outcomes, life satisfaction, and tourism autobiographical memory. Life domain outcomes and tourism autobiographical memory have enduring influence on …

A Netnographic Review Of Dining Experiences Of Russian Tourists, Alper Bozbas, Tolga Gül

Journal of Mediterranean Tourism Research

This study aims to conduct a nethnographic analysis of the dining experiences of Russian tourists who prefer Antalya as their destination, depending on their restaurant choices. The findings regarding the dining experiences within the scope of the study were obtained from restaurant reviews for 2019 on the TripAdvisor website. The research findings were obtained from 131 reviews written for ten restaurants operating in Antalya city centre, Side, Kemer and Alanya districts. The analysis of reviews are made in three dimensions; First-Hand Experience, Supportive Experience and Attractive Experience. According to the findings obtained from the comments, it can be said that …

Us Based Theme Parks And The Visitor Experience, Russell Macalpine

Senior Capstone Projects

There are hundreds of theme and amusements parks located throughout the United States. There are hundreds of choices out there for the consumer to experience. For a theme park to be the number one choice amongst consumers, theme parks must establish themselves as the best choice amongst all the parks. The best in visitor participation, education, esthetic appeal, food and beverage, diversity of rides, low wait times, virtual lines, affordability, and a host of others. Utilizing secondary research, this literature review aims to analyze, compare, and contrast some previous studies that focused on the visitor experience.

Affective Commitment In New Hires’ Onboarding? The Role Of Organizational Socialization In The Fashion Retail Industry, Pui S. Chan, Ho C. Ching, Pui Y. Ng, Annie Ko

University of South Florida (USF) M3 Publishing

Fashion retail companies often lack a well-structured onboarding program which consequently result in lower staff commitment and a higher turnover rate. Organizational socialization plays an important role to acculture new hires learn about their work, organizational value, and adjust to the workplace. This study examined the content dimensions of organizational socialization and investigated new hires’ attitudes towards such areas. The results of exploratory factor analysis revealed seven dimensions of organizational socialization in the domain of the fashion retail industry. Regression analysis suggested a 4-factor model for improving new hires’ affective commitment to the organization. These factors are permeation with organizational …

What Makes Tourists’ Experience Spiritual?: A Case Study Of A Buddhist Sacred Site In Koyasan, Japan, Kaori Yanata

International Journal of Religious Tourism and Pilgrimage

In postmodern society the importance of traditional religious organisations and practices have declined. As a result, spirituality tends to be sought outside of institutionalised religion. Tourism is seen as one avenue for such spiritual fulfilment. Tourism research commonly frames tourism as a sacred journey and has pointed out that like modern-day pilgrims, tourists seek spirituality through travel. Of course, not all tourist travel is motivated by a search for spirituality, and yet many tourists still describe their travel experiences as spiritual. Therefore, in addition to understanding motivations of travel, the tourist experience is also an important element of making tourism …

Pilgrimage To And With The Black Nazarene: The Aesthetics Of Devotion In Quiapo, The Philippines, Celia Bonilla

International Journal of Religious Tourism and Pilgrimage

Objects of faith in various parts of the world draw visitors of all denominations, for different reasons. This paper studies the polysemic behaviour of people going to Quiapo Church in Manila, the Philippines. In particular, it focuses on the mammoth processions participated in by tens of thousands in a show of devotional fervour. In the conclusion, I tease out and summarise this aesthetic experience of devotion capturing the embodied values as annotated by the pilgrims. The three embodied values are a sense of personal miracle, a need to reciprocate, and a sense of community with and through this wooden image …

Does The Tendency Of Loss Aversion Depend On The Level Of Competition? Evidence From Multilevel Esports Tournaments, Zeqing Mao

Theses and Dissertations

This dissertation investigates the relationships between the level of experience, the magnitude of payoffs, and the significance of loss aversion within the context of esports. In the behavioral economics literature, loss aversion describes why individuals prefer avoiding losses to obtaining equivalent gains depending on a reference point. While previous studies predominantly capitalize on experimental methods to examine how the significance of loss aversion is affected by market experience and payoff magnitude, there is also a growing body of research that examines the behavioral properties of loss aversion outside laboratory environments, with sport being one of the most utilized settings. This …

Audit Committee Effectiveness And Company Performance: Evidence From Egypt, Engy Elhawary

Business Administration

The purpose of this paper is to investigate the impact of audit committee characteristics (size, independence, experience, gender diversity, and frequency of meetings) on the company‘s financial performance (ROA and ROE) in Egypt. In 2016, the Egyptian Stock Exchange announced a new listing requirement for the audit committee members‘ characteristics to enhance its effectiveness. Data are gathered from the board of directors (BOD) and annual reports of the EGX 30 index non-financial listed companies in Egypt for the period of 2016–2018. Data is analyzed by using panel data cross-section data analysis and correlation analysis. The findings reveal that the audit …

Seeing Destinations Through Vlogs: Implications For Leveraging Customer Engagement Behavior To Increase Travel Intention, Yusi Cheng, Wei Wei, Lu Zhang

Faculty Scholarship and Creative Works

Purpose: This study aims to understand customers' watching experience with travel vlogs and its impacts on one of the most prominent manifestations of customer engagement behaviors (CEBs) – word-of-mouth (WOM) – and their travel intention. Drawing upon the theory of resonance, this study incorporated both cognitive and emotional aspects of travel vlog watching experience. Design/methodology/approach: Online survey data were collected from 352 participants who have watched travel vlogs over the past 12 months. Partial least squares structural equation modeling (PLS-SEM) was performed for hypotheses testing. Findings: The study results reveal positive impacts of source credibility, inspiration, escapism and self-congruence on …

Social Power Of Jazz Festivals, Olga Bekenshtein

University of New Orleans Theses and Dissertations

Jazz festivals occur in all parts of the world, small cities and metropolises, urban and rural landscapes, stadiums, churches, streets, and abandoned factories. Being a part of the entertainment industry, they have the potential to impact social change. Jazz festivals help us reconsider notions of identity and community, and their communal experience has the potential to undermine dominant social norms. The industry of jazz festivals is based on Black music and has a history of positive and negative social outcomes. Evaluating festivals through the symbolic meaning of music provides an optic into how festivals marginalize and exploit African American cultural …

Training And Experience Evaluations, Kate Stephenson, Megan Paul

Umbrella Summaries

What are training and experience evaluations? Training and experience (T&E) include previous work and volunteer experience, education or other training, and credentials (Schneider, 1994). Evaluations of T&E are often included in employee selection procedures to screen and rate applicants based on information provided on resumes, applications, or other documents. These evaluations attempt to identify future successful employees by examining and applying systematic, judgment-based ratings to this information (McDaniel, Schmidt, & Hunter, 1988). The idea behind T&E evaluations is that past behavior is a good predictor of future behavior, and people with experience are more committed and motivated to perform well …

Perspectives From The Pew: A Phenomenological Exploration Of Congregants' Experiences Of Change In Their Churches, Courtny Davis Olds

Antioch University Dissertations & Theses

Christian churches in the United States are notoriously resistant to change, whether in regard to leadership, worship style, church governance, positions on social issues, or myriad other aspects of congregational life. Yet the ability to navigate change successfully is vitally important to churches’ continued survival and renewed relevance. A particular body of literature, consisting of both scholarly and practitioner-oriented works, has attempted to address the necessity and the challenges of change in a church context. However, the literature is largely silent when it comes to the perspectives of those who are most impacted by congregational change: namely, the congregants themselves. …

The Role Of Endogenous And Exogenous Risk In Fdi Entry Choices, Peter J. Buckley, Liang Chen, L. Jeremy Clegg, Hinrich Voss

Research Collection Lee Kong Chian School Of Business

FDI research has presented consistent evidence that firm experience moderates the effect of risk on entry in a new foreign market. This conclusion is contested by recent research. By revisiting the conceptualisation of risk by economists and behaviourists, we show that the proposed learning mechanism only applies to endogenous risk, not exogenous risk. As assessing endogenous risk involves self-evaluation of risk-reducing capability, it is posited that firms have differential tendencies to take such risks even when experience and ownership are accounted for. We find both observed and unobserved variations in firms' responses to endogenous risk, as opposed to exogenous risk.

Specific Organizational And Economic Aspects Of The Development Of Pilgrimage Tourism In Uzbekistan, Anvar Xudoyarov Phd

The Light of Islam

In the context of global economic innovation, it is important to study the methodological and practical aspects of this problem from the point of view of identifying trends and characteristics of pilgrimage tourism and improving the organizational and economic mechanism of its effective development. In our country, the government must create all the necessary conditions for the formation and effective functioning of the tourism industry, in particular tourism pilgrimages, also create a regulatory framework and take appropriate measures for the development and development of certain types of tourism. This will stimulate the development of tourism by creating an environment of …

Impact Of Customer Engagement, Brand Attitude And Brand Experience On Branded Apps Recommendation And Re-Use Intentions, Nusser Raajpoot, Beth Ghilni-Wage

Atlantic Marketing Journal

Abstract

This paper seeks to understand the impact of customer engagement, brand attitude, and brand experience on branded apps recommendation and re-use intentions. Using structural equation modeling we test a causal model to establish the direct and mediated paths between constructs under study. We found that contrary to popular perceptions, customer engagement does not load directly on the recommendation or re-use intention suggesting that engagement on its own may not be sufficient to elicit recommendation or re-use intention. Other factors and contexts will be necessary to elicit recommendation etc. We also found that recommendation mediates the relationship between brand attitude …

Proving Yourself: How Top Executives Relate Their Leadership Experience, Ellen S. O'Connor, Denise M. Lucy

Denise Lucy

We asked 30 top executives (CEOs, COOs, and Presidents) to describe their paths to and in office. Our purpose was to explore how executives practice leadership in the way they discuss their experience. We identified three structures that interviewees used: the full proof, a thesis statement backed by evidence; the narrative plot, a trajectory toward a goal; and the signature story, a defining leadership experience. We argue that structuration proves leadership; that is, full proofs and narrative plots communicate dependability and signature stories convey realism. We also constructed paradigmatic narratives or representative experiences of leadership, which suggest an experiential curriculum …

The Relationship Between Manager Tenure And Corporate Bond Mutual Fund Performance, Matthew Mottes

Financial Analyst

This paper analyzes the relationship between manager tenure and performance in corporate bond mutual funds, using a sample from Morningstar of 665 funds from 2002-2017. Based on a univariate portfolio analysis and panel regressions, the results show a significant positive relationship between average manager tenure and corporate bond performance generally, regardless of whether performance is measured by raw monthly returns or Fama and French’s (1993) five-factor alpha. However, in the crisis periods, this paper documents a significant negative relationship between average manager tenure and fund performance.

Building A Music Festival: Understanding Media Industry Lore, Madeline Edgmon

UNLV Theses, Dissertations, Professional Papers, and Capstones

Music festivals have become culturally salient within the new age of consumer participatory culture. Festivals fundamentally warrant a rite of passage by providing consumers a unique, all-encompassing experience. This critical media industry study examines the music festival industry and its’ usage of lore as industry held logics based off of perceptions of consumer wants and desires that calcify within the industry (Havens and Lotz, 2012). I contend three substantial and emergent lore in the music festival industry identified include millennials, experience economy, and prosumer culture. In addition, this thesis explores industry lore as various textual representations across social and physical …

Fashion Merchandising: An Augmented Reality, Naeha A. Sayed

Dissertations, Theses, and Capstone Projects

There is a continuous and constant transformation in the field of Augmented Reality (AR), both in the Retail, and the Manufacturing sector. It has started to influence everything from fashion runway shows to online shopping. Consumers dynamics have shifted in the fashion industry, the ways becoming more dominant than the old observant ones- the simple buying experience no longer satisfies them. Due to the emergence of the new digital platforms and technological enhancements, the consumers are looking for more- be it a more exciting buying experience or more user interaction or more enhanced products. This technological change starts with the …

An Empirical Study Of The Impact Of Online Community Engagement, Motivation, And Customer Experience On Consumer Brand Advocacy, Raymond Liu, Jurui Zhang, Haiping Xu, Richard De Groof

Atlantic Marketing Association Proceedings

No abstract provided.

Proving Yourself: How Top Executives Relate Their Leadership Experience, Ellen S. O'Connor, Denise M. Lucy

Barowsky School of Business | Faculty Scholarship

We asked 30 top executives (CEOs, COOs, and Presidents) to describe their paths to and in office. Our purpose was to explore how executives practice leadership in the way they discuss their experience. We identified three structures that interviewees used: the full proof, a thesis statement backed by evidence; the narrative plot, a trajectory toward a goal; and the signature story, a defining leadership experience. We argue that structuration proves leadership; that is, full proofs and narrative plots communicate dependability and signature stories convey realism. We also constructed paradigmatic narratives or representative experiences of leadership, which suggest an experiential curriculum …

Pleasure And Pain: The Role Of Anticipated Pleasure On Time Of Consumption And Pain Of Payment, Patricia T. Gouveia, Michelle Van Solt, Alexandra Rodriguez-Aguirre

Association of Marketing Theory and Practice Proceedings 2019

The pain consumers feel when paying for a product or service tends to vary depending on the mode of payment (Knutson et al. 2007; Roberts and Jones 2001; Thomas, Desai, and Seenivasan 2011; Zellermayer 1997). For instance, it has been demonstrated that the use of cards as a mode of payment, compared to the use of cash, can decrease significantly the pain of paying for products and services. Although there is plenty of research in the literature on the pain of payment, less is known about the role that pleasure plays in consumer consumption.

The focus of this research is …

Law School News Tim Baxter '83 Elected Chair Of Rwu Board Of Trustees 10/29/2018, Edward Fitzpartick

Life of the Law School (1993- )

No abstract provided.

Measuring Knowledge And Experience In Two Mode Temporal Networks, Martin G. Everett, Chiara Broccatelli, Stephen P. Borgatti, Johan Koskinen

Management Faculty Publications

Two mode social network data consisting of actors attending events is a common type of social network data. For these kinds of data it is also common to have additional information about the timing or sequence of the events. We call data of this type two-mode temporal data. We explore the idea that actors attending events gain information from the event in two ways. Firstly the event itself may provide information or training; secondly, as co-attendees interact, they may pass on skills or information they have gleaned from other events. We propose a method of measuring these gains and demonstrate …