Business Administration, Management, and Operations Commons^™

Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna L. Rhoades, Blaise P. Waguespack Jr.

Management, Marketing and Operations - Daytona Beach

The objective of this study is to investigate frequency-of-flight issues and the differences between frequent and non-frequent flyers’ levels of satisfaction and the importance attributed to overall airline service quality and select attributes. The results indicate that the level of satisfaction with overall airline quality and select attributes decrease the more passengers fly. Conversely, the level of importance attributed to airline amenities increased with flight frequency. Perceptions of airline quality may vary between different nationalities and different socioeconomic groups. Differences between the short- and long-haul flights, as well as domestic and international services could also exist. Airline managers need to …

Through The Opposite End Of The Lens: Market Reactions To Corporate Venture Capital, Jay J. Janney

Management and Marketing Faculty Publications

No abstract provided.

Education And Ecotourism: A Framework And Analysis Of Education In Ecolodges In Costa Rica And Panama, Gregory E. Osland, Robert D. Mackoy

Scholarship and Professional Work - Business

Education of tourists at nature-based lodges is an important but under-researched component of ecotourism. This paper proposes a framework that identifies and develops a typology of possible educational goals and activities in an ecotourism context. Using data from interviews and participant observation at fourteen leading ecolodges in Costa Rica and Panama, the paper describes, classifies and compares educational efforts directed toward ecolodge guests, with a particular emphasis on the role of nature guides in the educational process. Relationships among several educational goals, tourists' satisfaction, and views of the performance of nature guides are uncovered and explicated. Multiple managerial implications and …

Communicating During An Organizational Crisis: Using Facebook As A Relationship Management Tool, Vjollca Hysenlika

USF Tampa Graduate Theses and Dissertations

The purpose of this study was to determine how organizations communicate on Facebook during a crisis, from a relationship management perspective, and how their interactivity, responsiveness, and transparency affect their Fan page's relevance, importance, and appeal. In this study, the researcher conducted a controlled experiment to examine if a strategized Facebook Fan page that contained a high level of interaction, responsiveness, and transparency contributed to long-lasting relationships with fans or helped organizations recover/prevent a crisis. The researcher created eight different conditions (Facebook Fan Pages) presenting a crisis message, and recruited 200 students (25 participants per condition) from the University of …

Effectively Serving The Needs Of The Millennial Marketing Student: The Product Life Cycle Approach To Class Organization, Jacqueline K. Eastman, Maria E. Aviles, Mark D. Hanna

Marketing: Faculty Publications

We illustrate a class organization process utilizing the concept of the Product Life Cycle to meet the needs of today’s millennial student. In the Introduction stage of a business course, professors need to build structure to encourage commitment. In the Growth stage, professors need to promote the structure through multiple, brief activities that can keep the attention of business students. In the Mature stage, professors need to use the structure to stabilize engagement levels and learning rates but be willing to make adjustments to prevent apathy in the course. Finally, in the Decline stage, professors need to dismantle the structure …

The Relationship Between Socioeconomic Status And Emotional Gratification For Consumers Who Purchase Overtly Branded (Overtly Designer) Goods, Sarah Siracusa

Fordham Business Student Research Journal

When examining the reasoning behind a consumer’s choice of luxury purchase, we rely largely on consumer psychology. One important psychological factor is the concept of needs. Consumers of different socioeconomic backgrounds have different needs, thus influencing what they choose to purchase. While past research has focused on intrinsic and extrinsic aspirations, and the relationship between aspiration and luxury brand preference in predicting luxury consumption, there has not yet been a study conducted focusing on the relationship between socioeconomic status and emotional gratification of purchasing overtly branded (overtly designer) goods in America. After surveying participants in three socioeconomic income groups, it …

Crafting A Career Using Cps And Foursight, Morgan E. Milovich

Creativity and Change Leadership Graduate Student Master's Projects

ABSTRACT OF PROJECT

Crafting a Career Using CPS and FourSight

The purpose of my project is to develop a case study of how I will use Creative Problem Solving (CPS) and an attention to my Foursight preferences to grow my existing craft business into a viable career, rather than having it as just a hobby.

By utilizing the CPS Thinking Skills Model and having a greater awareness of my Foursight preferences, I was able to move from a dream to a reality and come out the other end of this project with a fully functioning, profitable business rooted firmly in …

Imsa360: Summer 2011, Imsa Fund

IMSA Fund Reports

Just prior to becoming IMSA’s second President in 2007, I served on IMSA’s Strategic Planning Team. The plan we developed was big and bold, and when first presented, there was some concern that it would collapse under its own size. However, we dreamed big and intended to demonstrate that we could, to paraphrase Walt Disney, both dream it and do it! In my first year as President, I was determined that our plan would become a dynamic, actionable document that would make an enduring difference. Four years later, I am proud to say that due in large part to the …

Dr Pepper Snapple Group: Fighting To Prosper In A Highly Competitive Market, Joseph S. Harrison

Robins Case Network

Since its separation from the food giant Cadbury Schweppes, Dr Pepper Snapple Group has experienced successes such as the turnaround of the Snapple brand and growth in demand for some of its popular brands. However, the company is still a distant third in an incredibly competitive industry. How can the company achieve continued success in the shadows of Coca Cola and PepsiCo?

Employees' Brand Commitment In The Service Industry : Luxury Hotel Chains In Malaysia., Cheng Siew Yee

Student Works (2010-2019)

This recent study examines employer branding as a concept for enhancing employees’ brand commitment in the luxury hotel chains in Klang Valley, Malaysia. Employer branding is viewed as a holistic process which consists of several dimensions in communicating their employees’ attitude and commitment to the organizations and customers. In this study, research related to the indicators of employees’ brand commitment is reviewed to construct a conceptual framework of employer brand. This concept has received limited awareness from past researchers, particularly in the context of luxury hotel chains in the Eastern countries. For a clearer understanding on the employees’ brand commitment …

Consumer Choice Tactics For Common, Repeat Purchase Products: Using Tissues And Deodorant To Predict And Understand Consumer Behavior, Alicia Elizabeth Dixon

Undergraduate Honors Thesis Collection

Currently there is limited research on the consumer decision-making process for low involvement products. The purpose of my study was to better understand the consumer decision-making process for common, repeat purchase products. Specifically, I was looking at how gender and generational differences impacted the decision-making process when purchasing two low-involvement products, tissues and deodorant. One hundred and ten students, staff and faculty were asked to look at a constructed store aisle and purchase both a box of tissues and stick of deodorant and complete a questionnaire responding to questions regarding their decision choice. The questiOl1J1ai re collected information regarding six …

Imsa360: Spring 2011, Imsa Fund

IMSA Fund Reports

When I speak to parents, students, educators and legislators about the concept of “career readiness,” I emphasize that IMSA is preparing learners for careers that do not yet exist. Through learning experiences based on imagination and inquiry, IMSA students, whether enrolled in our residential program or in our statewide enrichment programs, learn to pursue compelling questions of interest, work collaboratively, conduct investigations and communicate findings. In the words of our Standards of Significant Learning, students learn to “think about thinking,” “extend and integrate thought,” and “construct questions which further understanding, forge connections and deepen meaning.” In short, they learn how …

2011 Ijbe Front Matter, Tamra Connor

International Journal for Business Education

1. Editorial Board
2. President's Letter
3. SIEC-ISBE International

Explore Guerrilla Marketing Potentials For Trade Show, Jie Chen

UNLV Theses, Dissertations, Professional Papers, and Capstones

This is an exploratory research paper trying to identify effective guerrilla marketing practices in solving tradeshow marketing challenges. Major problems faced by trade show marketers are analyzed in the beginning: limited marketing budget, ineffective marketing tools and dissatisfaction from exhibitors. The study introduced guerrilla marketing methods by both exploring the theory and identifying successful cases. At the end, specific guerrilla marketing guidelines were built for tradeshow marketers.

Identifying Green Meetings In The Hospitality Industry, Shin Yi (Felicity) Chiou

UNLV Theses, Dissertations, Professional Papers, and Capstones

Purpose:

The purpose of this paper is to identify what constitutes green meetings in the hospitality industries with special attentions on the applications of modern technologies and marketing strategies. This professional paper will search and collect the related literature reviews and existent practices with green ideology in hospitality to clarify the myth and difficulties of being green and help the readers or potential advocates better understand green meetings and adopt them.

A Study Of The Effect Of Globalisation On The Malaysian Film Production Industry., Herwina Rosnan

Student Works (2010-2019)

Studies on the effects of globalisation are extensive. However, the existing literature concerning the effects of globalisation on the film production industry has been largely the interest of scholars from cultural studies, media and/or communications fields of study. Much of their concerns pertain to the spread of cultural homogeneity and the effects of culture, particularly that of film consumption, on citizens or local audiences. Although cultural industries have become one of the most dynamic emerging sectors in world trade studies, many developing countries have not given fair attention to their film industries due to the priority given to other sectors. …

Red Lion Hotel Corporation, Yin-Chia Shao

MBA Student Scholarship

This paper is a strategy executing research project of Red Lion Hotels Corporation. The research content includes the nature of the business, environmental analysis, strategy position within the industry, competitive advantage, strategic history, evaluate strategy and a conclusion. The company grew from a focused differentiation strategy to a broad differentiation diversification. Examining the business environment analysis, the external environment has a moderately strong impact on the company and the internal environment has a moderately weak position. The inferior position is a disadvantage to the Red Lion Hotel Corporation's growth. In addition, compared the company with Choice International Hotels, Inc and …

Imsa360: Winter 2011, Imsa Fund

IMSA Fund Reports

In this issue of IMSA360, which doubles as the IMSA Fund for Advancement of Education’s 2011 annual report, we chronicle a journey none of us wanted but many of us now embrace. The tentacles of our ALS story and attention to “orphan diseases” stretch far and wide, supported by our donors, driven by our students, staff and community partners, and inspired by our Principal and Vice President for Academic Programs Dr. Eric McLaren. His story – our story – calls us to advance the human condition through education, research, advocacy and action. While we cannot dial back the clock and …

Investigating The Mediation Effect Of Satisfaction On Relationships Between Service Quality And Perceived Value To Loyalty : Empirical Evidence From Telecommunication Service Centres In Malaysia., Nor Ilyani Zainal

Student Works (2010-2019)

In the telecommunication business, running telco service centres is very important and central to the business operations. Telco service centres play a very important role in the telecommunications service industry as they serve as the primary connector between the telcos and their customers. Therefore, an assessment of service quality and customer satisfaction with services received at the telco service centres in Malaysia is essential. It is imperative for telcos in Malaysia to continue to address core needs of existing and prospective customers in order to drive growth and build an outstanding reputation in the industry within the region. Customer satisfaction …

Personality Characteristics As Antecedents Of Word Of Mouth In Travel Industry : Comparison Of Online Versus Offline Environment., Mina Borhani

Student Works (2010-2019)

Word of mouth marketing has recently generated much attention from scholars due to its criticality for businesses to succeed. Many companies are now trying to create buzz and generate positive word of mouth (WOM), since that is one of the most influential factors on consumer purchase decision. The purpose of this study is to investigate the role of personality characteristics as a driver of word of mouth behavior. Five personality dimensions including self-confidence, conservativeness, assertiveness, risk taking attitude, and sense of justice, are chosen as independent variables of the model. Attitude towards word of mouth as mediator and behavior of …

Corporate Social Responsibility (Csr) In Catering Industry : The Perception Of Diners And Their Buying Behavior., Hamidreza Ghotb

Student Works (2010-2019)

Corporate social responsibility (CSR) has been the center of attention over the past decade and gained more popularity in this period. Many organizations are integrating CSR initiatives into their business strategies in the hope of gaining competitive advantage in business, as well as providing support and help for the society and the environment. There have been some studies focusing on the benefits of involvement in CSR on image, reputation, trust and profit for many organizations in different industries. However, it seems that restaurant industry has not received a fair share of research in this regard. The proposed study is attempting …

Corporate Image, Service Quality, Customer Perceived Value, Relationship Quality And Its Effect On Switching Intention Among Islamic Banking Customers In Malaysia., Nor Hashima Hashim

Student Works (2010-2019)

Abstract NA

Network Drivers Of Intercustomer Social Support, Hulda G. Black

University of Kentucky Doctoral Dissertations

Customers in a service setting sometimes seek support from other customers; recent research has demonstrated this phenomenon. This research also found that intercustomer social support has a positive impact on consumer health, as well as the financial returns for the company. Given these positive effects for firms and customers, organizations can benefit from fostering social connections among their customers. While past research has investigated the positive consequences of intercustomer social support, little research to date has investigated the firm’s strategic role in fostering intercustomer social support. The current research seeks to understand key tactics a firm can use to promote …

Executive Noncompetes: Keeping Talent In House Or At Bay?, Terence Lau

Management and Marketing Faculty Publications

No abstract provided.

The Prevalence And Influence Of The Combination Of Humor And Violence In Super Bowl Commercials, Benjamin J. Blackford, James W. Gentry, Robert L. Harrison, Les Carlson

Department of Marketing: Faculty Publications

The growing concern over violence in the media has led to vast amounts of research examining the effects of violent media on viewers. An important subset of this research looks at how humor affects this relationship. While research has considered this subset in television programming, almost no research has explored this in the context of advertising. This paper builds on the little research that exists by examining the effects of combining humor and violence, as well as the theoretical approaches that underlie these effects. A content analysis is conducted to identify the prevalence of violence, humor, and the combination of …

Customer Loyalty, Repurchase And Satisfaction: A Meta-Analytical Review, Tamilla Curtis, Russell Abratt, Dawna L. Rhoades, Paul Dion

Management, Marketing and Operations - Daytona Beach

The purpose of this article is to investigate the relationship between customer loyalty, repurchase/repurchase intent and satisfaction in order to attempt to resolve the mixed views on these concepts. A quantitative review of loyalty-repurchase satisfaction constructs was conducted to identify the strength and direction of the researched relationships and the influence of possible moderating factors affecting those relationships. The Hunter and Schmidt (1990) meta-analytical technique and software were employed. The results demonstrate that loyalty and satisfaction indicate strong positive relationships (0.54). Repurchase and satisfaction display a complicated relationship, which confirmed the view that satisfaction does not explain repurchase behavior. Repurchase …

The C.A.L.M. Method Of Mass Product Distribution: An Update & Comparative Analysis, Marvin Lovett, Irma S. Jones

Marketing Faculty Publications

This paper updates the evaluation of the C.A.L.M. Method: The Consignment Auction Liquidation Marketing Method of Mass Product Distribution as well as provides a limited comparison of eBay as a form of auction product distribution. Originally developed and initiated in 1993 in response to the common need business organizations have for product liquidation outlets, the C.A.L.M method targets audiences contemplating the distribution of products, including manufacturers, wholesalers, retailers, and other entrepreneurs. General merchandise is distributed via consignment auction outlets located throughout the United States. Building on a previously published ten-year time span evaluation on the effectiveness of the C.A.L.M. method, …

Traditional Traders And Hypermarket Growth In Malaysia., Holst Hans Peter

Student Works (2010-2019)

Retail markets in Malaysia were protected from foreign direct investment and competition until the latter part of the 1980s when the Government began a deliberate policy of liberalisation. this change is exemplified by French hypermarket chain Carrefour opening the first hypermarket in Malaysia, in 1994. Carrefour was the hypermarket leader in France and experienced in developing economies, e.g. Thailand; Brazil. The large scale and technologies of the hypermarket selling space and organisation were new to Malaysia, and visibly attracted large numbers of customers. Hypermarket inscreased their presence in Malaysia in  a short period of time. The 1999 Review of Progress …

Customer Loyalty In Financial Services From A Service-Dominant Logic Perspective., Kat Mui Ling

Student Works (2010-2019)

Purpose – Modern customers are now more informed, connected, and active in their consumption activities. As a result, it is becoming increasingly common for consumers to jointly create value with the firm to satisfy their personalised demand. The purpose of this research is to investigate the effect of involving customer as active participants in the co-production of consumption experience and co-creation of value on customer loyalty in the provision of financial services. Design/methodology/approach – The hypotheses were tested by using regression analysis on data collected from a survey that yielded 285 respondents who are the customers of various unit trust …

The Essential Structure Of Compulsive Buying: A Phenomenological Inquiry, Letty Workman

All Graduate Theses and Dissertations, Spring 1920 to Summer 2023

While many jokes and sales of specialty merchandise have been made that make light of consumers who frequently shop and buy (e.g., "When the going gets tough, the tough go shopping," or "I am a shopaholic"), for 18 million Americans suffering from compulsive buying, the process of shopping and buying has caused their lives to literally go out of control. The outcomes of this disease for individuals, families, and business are all negative. In a marketing era of social responsibility, if marketers either knowingly or unknowingly encourage increased consumption among compulsive buyers, potential negative outcomes stand to impact others well …