Browsing by Author "Han, Heesup"

Now showing 1 - 6 of 6
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    Influence of Environmental Stimuli on Hotel Customer Emotional Loyalty Response: Testing the Moderating Effect of the Big Five Personality Factors
    (Elsevier, 2015) Jani, Dev; Han, Heesup
    The aim of this research was to test the moderation effects of the Big Five Factors (BFF) of personality on hotel ambience-guests' consumption emotions-loyalty relationship. This was an attempt to extend the Stimuli-Organism-Response (S-O-R) that has been widely used in consumer studies without integrating personality factors that may exert effects on the relationships. A self-administered questionnaire was distributed to hotel guests; 563 responses were used in data analysis. The results of the structural model affirm the effect of hotel ambience on guests' consumption emotions, with those emotions having significant effects on loyalty. Among the personality factors, extraversion, openness to experience and agreeableness significantly moderated the relationships, with groups scoring high in traits having stronger relationships than those lower in traits. Overall, the study supports the extension of the S-O-R with the inclusion of personality. Theoretical and practical implications are discussed.
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    Investigating the Key Factors Affecting Behavioral Intentions: Evidence from a Full-Service Restaurant Setting
    (Emerald Group Publishing Limited, 2011) Jani, Dev; Han, Heesup
    Purpose – This study aimed at investigating factors that contribute to increasing full-service restaurant customers’ behavioral intentions. Unlike previous research, this study integrated both affective and cognitive contributors to customer satisfaction and relationship quality in explaining customers’ behavioral intentions. Design/methodology/approach – Data were obtained through a questionnaire survey of full-service restaurant customers in a selected US metropolitan area. The data were subjected to structural equation modeling through the AMOS 5 program. Findings – Among the nine hypothesized paths, six were supported and three new paths were included to improve the model fit. Affect is noted to be a major contributor to both customer satisfaction and behavioral intentions. Customer satisfaction is a direct antecedent to trust but indirect to commitment. Noteworthy is the direct impact of service encounter performance on customer satisfaction. Research limitations/implications – Despite making use of a sample drawn from only a few selected areas and employing some constructs that are liable to expansion, the study has implications for the hospitality industry from both the theoretical and practical points of view. Originality/value – This study reappraises the contributors to behavioral intentions in restaurant settings, providing valuable insight to managers on attracting and satisfying their customers.
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    Personality, Satisfaction, Image, Ambience, and Loyalty: Testing Their Relationships in the Hotel Industry
    (Elsevier, 2014) Jani, Dev; Han, Heesup
    This article appraises a theoretical model that relates personality, satisfaction, loyalty, ambience, and image in a hotel setting. The results of the structural equation modeling indicated that extraversion, agreeableness, and neuroticism among the Big Five Personality Factors significantly affect satisfaction. Satisfaction had a significant impact on hotel image and guests’ loyalty. Compared to satisfaction, hotel image had a lesser impact on loyalty as well as being a mediator for the impact of satisfaction on loyalty. The moderating role of hotel ambience in the proposed theoretical framework was also identified. The results offer hoteliers potential strategies/tactics for loyalty enhancement.
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    Personality, satisfaction, image, ambience, and loyalty: Testing their relationships in the hotel industry.
    (ELSEVIER, 2014) Jani, Dev; Han, Heesup
    This article appraises a theoretical model that relates personality, satisfaction, loyalty, ambience, and image in a hotel setting. The results of the structural equation modeling indicated that extraversion, agreeableness, and neuroticism among the Big Five Personality Factors significantly affect satisfaction. Satisfaction had a significant impact on hotel image and guests’ loyalty. Compared to satisfaction, hotel image had a lesser impact on loyalty as well as being a mediator for the impact of satisfaction on loyalty. The moderating role of hotel ambience in the proposed theoretical framework was also identified. The results offer hoteliers potential strategies/tactics for loyalty enhancement.
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    Personality, Social Comparison, Consumption Emotions, Satisfaction, and Behavioral Intentions: How do these and other Factors Relate in a Hotel Setting?
    (Emerald Group Publishing Limited, 2013) Jani, Dev; Han, Heesup
    Purpose – This study attempts to answer the following questions: can the Big Five factors (BFF) of personality facilitate a social comparison (SC) of hotel guests? Can the BFF explain the emotional responses of hotel guests? Do SC and consumption emotions mediate the influence of personality on hotel guests' levels of satisfaction? Design/methodology/approach – Data from a survey of hotel guests, which yielded an effective sample of 564, was subjected to a series of multiple regression analyses. The Baron and Kenny approach was employed to test mediating impacts. Findings – The five factors of personality explain significant variations in consumption emotions and SCs of hotel guests. Apart from consumption emotions, SC was found to influence hotel guests' satisfaction significantly. Further, greater guest satisfaction was a partial mediator of the effect of positive consumption emotion on revisit and word-of-mouth intentions but constituted only a partial mediator of negative consumption emotions on word-of-mouth. Research limitations/implications – The results offer managerial insights into marketing strategies, design, and operational and human-resource management. Originality/value – Few studies have integrated personality and customers' consumption emotions with satisfaction and behavioral intentions. This research gap has been compounded by a lack of research on SCs that might further explain personality-customer responses and behavioral intentions. This study fills this gap by reporting on a survey of hotel guests that provided data on these relationships. Theoretically, the findings justify the value of personality and SCs in hotel settings.
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    Testing the Moderation Effect of Hotel Ambience on the Relationships Among Social Comparison, Affect, Satisfaction, and Behavioral Intentions
    (2014) Jani, Dev; Han, Heesup
    This study incorporated the social service environment in the hotel guest affect-satisfaction-behavioral intention model in order to elucidate the effect of social comparison on consumption-based affect by factoring in the moderation effect of hotel ambience on relationships. Structural equation modeling of survey data from hotel guests revealed that social comparison significantly influences hotel guests' affect, and that affect has a critical role in inducing satisfaction and behavioral intentions. Hotel ambience moderates the model's relationships - high ambience strengthens the relationships more so than low ambience. Results affirm the inclusion of social environments in predicting hotel guest experiences and shed light on managerial implications for bettering service provision.