Hospitality and Tourism Copyright (c) 2013 Johnson & Wales University All rights reserved. http://scholarsarchive.jwu.edu/hosp_tourism Recent documents in Hospitality and Tourism en-us Fri, 15 Mar 2013 11:10:17 PDT 3600 Error Management at Different Organizational Levels – Frontline, Manager, and Company http://scholarsarchive.jwu.edu/hosp_tourism/4 http://scholarsarchive.jwu.edu/hosp_tourism/4 Wed, 27 Jun 2012 10:01:19 PDT The influence of service recovery efforts in the form of apology (error management) at three organizational levels – frontline, manager, and company – on consumer satisfaction and behavioral intentions was examined with a 2 × 2 × 2 experimental study. Results support the main effects of all three apology levels on consumer satisfaction with the service exchange (recovery) process. The results also indicate that frontline apology has greater influence on consumers’ satisfaction when a manager's apology is also present. Moreover, the study identifies perceived control and fairness as mediators of the relationships between apology levels and consumer satisfaction indicating potential theoretical and managerial implications.

]]> Priyanko Guchait et al. The Relationship Between Consumer Complaining Behavior and Service Recovery: An Integrative Review http://scholarsarchive.jwu.edu/hosp_tourism/3 http://scholarsarchive.jwu.edu/hosp_tourism/3 Wed, 27 Jun 2012 10:01:15 PDT Purpose – The goal of the present conceptual paper is to integrate two streams of literature related to service failures: customer complaining behaviors (CCB) and service recovery literature. The suggested conceptual framework intends to broaden the thinking on consumers' complaint handling processes for hospitality institutions.

Design/methodology/approach – A model is proposed that integrates the service recovery and CCB literatures under a single framework. A careful literature review is performed to justify the conceptual framework.

Findings – The framework offers a starting point for broadening the thinking on consumers' complaint handling processes.

Research limitations/implications – Systematic empirical research is needed to test the integrative model.

Originality/value – This paper offers insight for hospitality managers into how to effectively deal with dissatisfied customer experiences.

]]> Min Gyung Kim et al. The Impact of Mood States and Surprise Cues on Satisfaction http://scholarsarchive.jwu.edu/hosp_tourism/2 http://scholarsarchive.jwu.edu/hosp_tourism/2 Wed, 27 Jun 2012 10:01:11 PDT Mood effects have been studied in consumer behavior literature, but prior research investigating the joint impact of mood and surprise on satisfaction is scant. To bridge this gap, this study examines the relationship among these three constructs. We manipulated customers’ pre-consumption mood and provided surprise cues with hypothetical scenarios in a 2 by 2 factorial design in a restaurant setting. The results show that a positive surprise yields high satisfaction without a significant effect from customers’ pre-consumption mood. Conversely, with a negative surprise, customers in a negative pre-consumption mood indicate lower satisfaction than those in a positive mood.

]]> Min Gyung Kim et al. Do Interesting Things Increase Behavioral Intentions? A Test of the Appraisal Structure of Interest and Relationship between Interest and Behavioral Intention: Applications in the Hospitality Industry http://scholarsarchive.jwu.edu/hosp_tourism/1 http://scholarsarchive.jwu.edu/hosp_tourism/1 Fri, 16 Sep 2011 11:56:09 PDT The emotion of interest has significant implications for human behavior. However, prior research in interest is limited to the domain of psychology. This study applies the appraisal theory of interest to test the inducers of interest, and the relationship between interest and behavioral intentions. An experiment with hypothetical scenarios in a restaurant setting is to be completed. Stimuli appraised as new and complex and with information about them are proposed to cause interest, and interest is expected to increase behavioral intention. Implications for hospitality managers are briefly discussed.

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