VTechWorks Repository :: Browsing by Author "Weaver, Pamela A."

Browsing by Author "Weaver, Pamela A."

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Approaches, techniques, and information technology systems in the restaurants and foodservice industry: a qualitative study in sales forecasting [Summary]
Green, Yvette Nicole Julia; Weaver, Pamela A. (Virginia Tech, 2008-10-11)
This is a study of the approaches, techniques, and information technology systems utilized for restaurant sales forecasting in the full-service restaurant segment. Companies were examined using a qualitative research methods design and long interviews to gather information on approaches, techniques, and technology systems utilized in the sales forecasting process. The results of the interviews were presented along with ensuing discussion.
Bed and breakfasts in Virginia: identification and success factors
Kaufman, Tammie J. (Virginia Tech, 1994-04-18)
Virginia bed and breakfast operations were researched in order to determine the attitudes/beliefs which were necessary for success in the bed and breakfast industry. The objectives of the study were to: (1) identify demographics of Virginia bed and breakfast operations; (2) identify successful bed and breakfast operations based upon their self definition of success; (3) identify the attitudes and beliefs operators believe are necessary for success in running a bed and breakfast operation and correlate attitudes with operators' actual behaviors; and (4) based upon the operator's self-definition of success, compare the correlations identified in the previous objective between successful and other operators. Data was collected by utilizing a mailed questionnaire. Pearson's correlation was used to determine if there were any relationships present between what attitudes/beliefs bed and breakfast operators perceived to be necessary for success and their actual behavior. Fishers r to z transformation was used ta determine if the relationship between the attitudes/beliefs perceived ta be necessary far success and operator's actual behavior was greater among successful bed and breakfast operations based upon a self definition of success. The results found that the correlation between the attitude/belief, past experience and actual past experience in hotels, restaurants, and large organizations was significant in the success group as well as high knowledge of cash flow/accounting and use of financial data. Stronger correlations were present in interpersonal skills, good relationship with employees and guests in the success group versus other group. Past experience in and knowledge of the bed and breakfast industry as well as family support were significantly correlated in the success group.
Co-Branding as a Market-Driven Strategic Financial Investment Option in the Hospitality Industry
Hahm, Sung-Pil (Virginia Tech, 2001-04-20)
The purpose of this study was to examine the trends in co-branding, especially when one brand is linked with another brand through a business strategy, in order to investigate the factors that lead to co-branding as a strategic investment option in the hospitality industry. Of primary interest was whether co-branding strategies are significant issues in the hospitality industry. This study also investigated the relationship between explicit and implicit requirements and timing of entry for co-branding investment. The co-branding investment model developed for this study could be a valuable asset for the hospitality industry. The results of this study indicated that there were some relationships among implicit and explicit requirements and the timing of co-branding entry, especially the finding that restaurateurs who had a strong market share emphasis and long franchising experience were more willing to invest in co-branding. Also restaurateurs who were not satisfied with prior sales performance were more likely to invest in the co-branding concept. We also discovered that investors in co-branding, no matter whether early or late movers, are usually satisfied with the performance of their co-branded stores. This study clearly showed that co-branding investment activities were widely practiced among franchisees, regardless of how many years of experience they had, or if they were large, or small local companies.
Comparison of Color and Fabric Presentation Options in the Design Process
Jackson, Reneé Susan (Virginia Tech, 2000-04-24)
The purpose of this research was to assess the current (manual) and future (automated) presentation options for fabric and color in the design process. Current and future presentation options were assessed for viability and identification of relationships between reported sufficiency levels and recommended use responses. This exploration was used to identify new and future technologies for presentation of fabric and color that could potentially aid in increasing product manufacturing competitiveness through time and cost reduction. The study also recorded if the current practices for apparel design were congruent with current available technology and estimated future technology capabilities. A judgment sample of 20 apparel and interior industry personnel, in three geographical locations (i.e., West Coast, Southeast, Northeast), were mailed a self-administered survey. The survey design employed a structured multi-part questionnaire and four fabric and color presentation options (i.e., fabric swatch, printed swatch card, 2D simulation, 3D simulation). The survey was pilot tested for content validity and instrument reliability. Descriptive statistics (i.e., frequencies, percentages, contingency tables) were used to analyze the data. The response rate was 65% for 13 usable responses. Exploration and analysis of current (manual) and future (automated) presentation options provided information about the sufficiency of the information provided and for consistencies and inconsistencies in the designer's perception of these options. The fabric swatch format was identified as the current viable manual presentation option. The 2D simulation and 3D simulation presentation option was identified for the automated category. Only the 3D simulation option was found to be viable for use in the design process. The fabric swatch and 3D simulation successfully conveyed all fabric characteristics effectively. The fabric swatch also conveyed all format attributes effectively and the 3D simulation effectively conveyed familiar, satisfactory results, saves time, and increased productivity.
The Competitive Market Structure of the U.S. Lodging Industry and its Impact on the Financial Performance of Hotel Brands
Matovic, Dragan (Virginia Tech, 2002-04-17)
The primary objective of this study was to explore the relationship among various market structure constructs (consisting of barriers to entry, competition, growth, and market share) and their potential impact on financial performance. By applying theoretical underpinnings from the disciplines of marketing, strategy and industrial organization economics, and adapting them to the unique characteristics of the U.S. lodging industry, the above constructs were linked to produce the Lodging Market Structure (LMS) Model. The study consisted of a cross-sectional analysis using a sample of 67 well-recognized hotel brands operating in the U.S. (representing 63 percent of the national guestroom inventory), covering a four-year period between 1996 and 1999. Correlation and multiple regression analysis were used to examine the hypothesized relationships within the LMS model. This study represented the first comprehensive investigation of the competitive market structure of the U.S. lodging industry. The key findings of the study indicate that the financial performance of hotel brands in the United States is strongly impacted by competitive market structure. Among the various market structure constructs studied, barriers to entry played the most dominant role in determining the level of financial performance of hotel brands. Based on a strong negative relationship, barriers to entry are very effective in reducing competition in the U.S. lodging industry. Also, of the constructs studied, barriers to entry had the greatest influence on enhancing the market share of incumbent hotel brands. The growth rate of those incumbent brands has a positive relationship with barriers to entry. As competition intensifies, the growth rate of hotel brands slows down. Increases in competition are negatively correlated with a brand's market share. Competition has a strong negative relationship with the financial performance of hotel brands. Market share improves as the growth rate of hotel brands increases. As the growth rate of brands increases, profitability also improves. Likewise, improvements in a hotel brand's market share are positively related to increases in profitability. Lastly, the U.S. lodging market is becoming more competitive, and the industry has reached the mature stage of its lifecycle.
Consumer Evaluation of a Vertical Brand Extension in the Lodging Industry: Relationships among Brand Trust, Band Loyalty, Brand Distance, and Brand Extension
Lim, Yu Mi (Virginia Tech, 2013-04-24)
Vertical brand extensions have been used as popular strategies in the lodging industry. Research on brand extension that is related with brand trust and brand loyalty has been useful in making brand extensions successful. However, previous research focused on aggregated relationships among brand trust, brand loyalty, and brand extension. In addition, it has been found that quality and price distance from a core brand of the brand extension has an impact on the success of the brand extension. Therefore, this dissertation proposes a theoretical model with six hypotheses investigating relationships among brand trust, brand loyalty and brand extension simultaneously. Further, the impact of distance from a core brand (brand distance) on the brand extension was examined. Data was collected using an online panel. A final sample of 396 was used for the data analysis. Structural equation modeling (SEM), a Chi-square difference test, and independent t-tests were utilized to test the hypotheses. The data was randomly split in two. One half of the dataset was used to test a measurement model and the other half of the dataset was used to test a structural equation model. The findings suggested there were positive relationships between brand trust and brand loyalty, brand trust and brand extension, and brand loyalty and brand extension. Furthermore, it was found that brand distance plays a significant role not only on brand extension, but also on the relationship between brand trust and brand extension and the relationship between brand loyalty and brand extension. This study contributes to vertical brand extension literature by providing a theoretical model by which simultaneous relationships among brand trust, brand loyalty and brand extension were investigated with a moderating factor: brand distance. The findings of this dissertation have important managerial implications for lodging industry brand managers.
Crisis Management in the Delivery of Women's Reproductive Health Care: Responding to Social Activism
Bezold, Maureen P. (Virginia Tech, 1997-03-28)
This research extends work done in business and society by employing institutional theory to examine organizational responses to social activism. This work examines how womens' reproductive healthcare facilities have responded to anti-abortion activism. Institutional theory, coupled with the crisis management literature, was used to develop a set of hypotheses. Survey data indicate that rather than conforming to pressures by anti-abortion activists, facilities develop features that actively resist the pressures exerted by this stakeholder group. The work extends research in corporate social performance by pointing out that crisis management can be subsumed under stakeholder management. The work also contributes to the crisis management literature by providing a theoretical base for that work and moves the focus of the work from product/process failures in large organizations to social crises faced by small organizations. It also extends research in institutional theory by expanding the way in researchers conceive of coercive pressures.
Critical success factors of lodging yield management systems: an empirical study
Griffin, Robert K. (Virginia Tech, 1994-08-01)
The primary objective of this research effort was to examine the relationships between successful lodging yield management systems and controllable independent variables in the form of critical success factors (CSFs). The identification of variables consequential to system success is considered to be an important step towards improving system design, implementation, and operation. Twenty-three system success constructs, 27 potential CSFs, and three confounding variables were identified through an extensive literature review, discussions with system vendors, developers, and users, and through data analysis. Eleven different lodging yield management systems (LYMSs) were identified, and three of them were sampled. The dependent variables were converted into a single weighted regression factor score using a principal components model. The respondent's position, size of property, and type of property were found to be confounding variables. The dependent and independent variables were correlated to identifY the CSFs. Every independent variable was identified as a CSF for at least one of the three systems, and the strength of the correlations were generally high. System, user, and task factors were found to be highly correlated to system success. Support and environmental factors were found to be moderately to weakly correlated to system success.
The Customer's Path to Loyalty: A Partial Test of the Relationships of Prior Experience, Justice, and Customer Satisfaction
Severt, Denver E. (Virginia Tech, 2002-04-23)
The service sector is the fastest growing segment of the economy, responsible for 75% of the GNP, and still growing. Its success is important to the global economy. Nonetheless, throughout the 20-year evolution of services marketing literature, research that guides theory, methodology, and practice for service success has remained underrepresented. Published research regarding the effect of customers' justice perceptions on customer satisfaction is primarily experimental and focuses only on service recovery after a service failure, providing insufficient information about how the justice experienced in a service encounter affects a customer's satisfaction level. Proactive and reactive service recovery research abounds; service failures have overshadowed service success. This is the first empirical research to investigate across service outcomes the effects 1) of interactional, distributive, and procedural justice on overall justice and customer satisfaction and 2) of overall justice on customer satisfaction. The theoretical model of the customer's path to loyalty adapts previous models of the service profit chain, customer satisfaction with service failure and recovery, and complaint handling relationships. It is a simplified version of the author's in-work conceptual model. The theoretical model has conceptual and practical value to researchers and service company executives. It considers all possible service encounter types and the heterogeneity of outcomes. It is supported by attribution and equity theories (the underpinnings of customer's justice judgments) and by behavioral intentions research. A cross-sectional written survey was used to gather data relevant to the eight hypotheses proposed and shown on the measurement model. Sixty percent of the 302 respondents recalled satisfying service encounters and 40% recalled dissatisfying service encounters. MANOVA testing supported the hypothesis of a positive relationship for extant prior experience to each of the justice constructs. The tested path analysis model showed direct and positive effects for the justice constructs on overall justice and customer satisfaction and for overall justice on customer satisfaction. When providers fairly address the people, outputs, and processes in service transactions, expectations are more likely to be met, delight is possible, and trust and commitment, possibly even loyalty, may arise. Disappointment and disconfirmation resulting from gaps in performance expectations can lead to non-attritive defection and lost profits. This research provides practical information that can lead to a better understanding of customers' evaluation methods and be used to guide the formation of improved service strategies that provide justice, a key to satisfaction.
Customer-based brand equity: The Effect of Destination Image on Preference for Products Associated with a Destination Brand
Lim, Yu Mi (Virginia Tech, 2009-04-28)
Due to highly competitive destination markets, destination branding techniques are becoming popular among destination marketers. The destination marketers tend to leverage their destination brand value to other products associated with the destination brand (referred to as brand extension). This thesis investigated how customer-based brand equity for a tourist destination can be transferred to products associated with a destination brand. Specifically, the effect of destination image on preference for products associated with a destination brand was investigated. The relationship between destination image, consisting of a cognitive component and an affective component, and preference for products associated with the destination brand was examined. Also, the relationship between tourists' destination preference and preference for products associated with a destination brand was investigated. Both cognitive image and affective image of destination are positively related with preference for products associated with a destination brand. It is revealed that preference for destination is also positively related to preference for products associated with a destination.
A Determination of Interpersonal Interaction Expectations in International Buyer-Seller Relationships
Jones, David L. (Virginia Tech, 2000-03-24)
Relationship/collaborative selling, as opposed to traditional, transaction oriented selling, stresses the need to form relationships with prospects and customers across all stages of the buyer-seller relationship (Jolson, 1997). The problem is that applying the relationship selling process to all types of customers may lead to inappropriate interpersonal interaction if the customer's orientation is only short-term in nature (Jackson, 1985a, 1985b). Anderson and Narus (1991) make the point that significant variations within industries (i.e., hotel industry) can exist in the buyer's expectation of working relationships with sellers, from a collaborative relationship desire to a transactional (i.e., discrete) relationship. This study developed and empirically tested a model of international buyer-seller relationships in the hospitality industry. The model analyzed several relationships: 1) the relationship between National Culture (Hofstede, 198oa, 1980b & 1997) and the interpersonal interaction "success" variables (i.e., structural bonding, social bonding, communication content, communication style, and trust) in the buyer-seller relationship (Wilson, 1995); 2) the relationship between the "success" variables and the outcomes of the buyer-seller relationship (i.e., relationship commitment and long-term orientation of the buyer); and 3) the relationship between the level of knowledge of the selling strategy used by the salesperson and the buying preferences of the buyer, as perceived by the salesperson. In addition, each of these relationships was examined in terms of the differences that may exist in base of operation of the salesperson (i.e., North America or Asia). The study specifically focused on the hotel industry salesperson and the relationship he or she has with his or her top account. The cross-cultural differences were captured by use of a sample of salespeople that were based either in North America or Asia. The results of this study showed that the relationship/collaborative selling strategy is not necessarily appropriate for all selling situations, but the salesperson may not be knowledgeable enough of his or her customer's preference for interpersonal interaction to be able to identify that fact. It also indicated that different importance is placed on different "success" variables in the buyer-seller relationship in different bases of operation. Specifically, trust is more important in North America than Asia, but it is still an important factor in both selling environments. It was also concluded that social bonding might be overrated in regards to the top account buyer-seller relationship. The conclusion can be made that more emphasis needs to be placed on the building and maintaining of trust than the need to "build a relationship" through social bonding, at least with the top account. The implications of the study can be applied to the improvement of how sales training is taught on a global basis.
Development of a model to examine the determinants of demand for international hotel rooms in Seoul
Kim, Youngtae (Virginia Tech, 1996-10-15)
The primary objective of this study was to develop an empirical model that accounts for factors affecting the demand for international tourist hotels, and that enables demand estimation and projection of demand, in the context of the metropolitan Seoul area. Models were hypothesized to explain market behavior of selected segments of the hotel industry. Demand Model I accounted for international hotel demand incorporating such explanatory variables as price, trade volume and events. Both demand and price were treated as endogenous variables and the time-dependent error processes were all examined. Demand Model I was further expanded by incorporating segmentation variables. The inclusion of segmentation variables into the model in Demand Model II enabled the analysis of the interdependence of market segments that affects demand. Along with the incorporation of a time series structure, a system of equations was employed for Demand Model II. The results indicated that the explanatory variables, which were own price, the number of events and the volume of trade, had a significant impact on international hotel demand. The results from the demand equations also revealed that the demand for a segment is significantly influenced by price and demand for other segments. A cross-segment substitution effect on the demand side is quite relevant for the international lodging market in Seoul and demand for a market segment fluctuates in the same direction as the total market demand changes. From the price equations, the market price of lodging services was found to be related to demand and supply influences simultaneously. The results also indicated that seasonality and economic factors, such as exchange rates and consumer price index, have significant influence directly on international lodging prices. Such factors also were found to have indirect effects on the demand level.
Development of a Travelers' Information Search Behavior Model
Gursoy, Dogan (Virginia Tech, 2001-12-03)
In the dynamic global environment of today, understanding how travelers acquire information is important for marketing management decisions (Srinivasan 1990; Wilkie and Dickson 1985). For destination marketing managers, understanding information search behavior of travelers is crucial for designing effective marketing communication campaigns because information search represents the primary stage at which marketing can provide information and influence travelers' vacation decisions. Therefore, conceptual and empirical examinations of tourist information search behavior have a long tradition in tourism marketing literature (Etzel and Wahlers, 1985; Fodness and Murray, 1997, 1998, 1999; Perdue, 1985; Schul and Crompton, 1983; Snepenger and Snepenger 1993; Woodside and Ronkainen, 1980). Even though several studies examined travelers information search behavior and the factors that are likely to affect it, they all examined travelers' prior product knowledge as a uni-dimensional construct, most often referred to as destination familiarity or previous trip experiences (Woodside and Ronkainen, 1980). However, consumer behavior literature suggests that the prior product knowledge is not a uni-dimensional construct (Alba and Hutchinson). Alba and Hutchinson (1987) propose that prior product knowledge has two major components, familiarity and expertise, and cannot be measured by a single indicator. In addition, in tourism, little research has been done on the factors that are likely to influence travelers' prior product knowledge and, therefore, their information search behavior. The purpose of this study is to examine travelers' information search behavior by studying the effects of travelers' familiarity and expertise on their information search behavior and identifying the factors that are likely to influence travelers' familiarity and expertise and their information search behavior. A travelers' information search behavior model and a measurement instrument to assess the constructs of the model were designed for the use of this study. The model proposed that the type of information search (internal and/or external) that is likely to be utilized will be influenced by travelers' familiarity and expertise. In addition, travelers' involvement, learning, prior visits and cost of information search are proposed to influence travelers' familiarity and their information search behavior. Even though a very complex travelers' information search behavior model was proposed, only the effects of travelers' prior product knowledge (familiarity and expertise) on travelers' information search behavior were empirically tested due to the complex nature of the model. First the proposed measurement scales were pretested on 224 consumers. After making sure that proposed measures of each construct were valid and reliable, a survey of 470 consumers of travel/tourism services who reside in Virginia was conducted. Structural Equation Modeling (i.e., LISREL) analysis was performed to test the fit of the model. Results of the study confirmed that travelers' prior product knowledge has two components, familiarity and expertise, and expertise is a function of familiarity. Both familiarity and expertise affect travelers' information search behavior. While the effect of familiarity on internal search is positive and on external search is negative, the effect of expertise on internal search is negative and on external search is positive. The study identified a U-shaped relationship between travelers' prior product knowledge and external information search. At early stages of learning (low familiarity), travelers are likely to rely on external information sources to make their vacation decisions. As their prior product knowledge (familiarity) increases they tend to make their vacation decisions based on what is in their memory, therefore, reliance on external information sources decreases. However, as they learn more (become experts), they realize that they need more detailed information to make their vacation decisions. As a result, they start searching for additional external information to make their vacation decisions.
Does that Sound Smell Good? An Experimental Investigation into the use of Verbal Smell References and Cooking Sounds in Radio Advertisements
Davis, Eric Andrew (Virginia Tech, 2010-05-21)
In an industry plagued by high failure rates and exorbitant amounts spent on marketing, restaurants must find ways to increase the efficiency of their advertising. Present research demonstrates linkages between human senses and emotions and affective responses to marketing stimuli (e.g. Peck and Wiggins, 2006). However, there is presently a dearth of research addressing how advertising can creatively draw upon consumers' senses to elicit the desired responses by stakeholders (e.g. increased purchase intent). In response to this apparent gap in our inquiry, the purpose of this study is to explore how verbal smell references (e.g. "You can almost smell the smoky and delicious aroma of your steak grilling to perfection" stated in the ad) and congruent cooking sounds (e.g. sizzling sounds for a steakhouse) in radio food advertisements impact consumer sensory perceptions (ability to almost taste and/or almost smell the advertised product), affective response, and purchase intentions. In addition, since current research indicates that olfactory perceptions can vary by gender (e.g. (Doty, Shaman, and Dann, 1983; Cane, 1982), this research tested for gender-based differences in these hypothesized relationships. Regarding procedures, a sequence of two pretests were used to establish the reliability and validity of the verbal smell reference used in this research. In addition to these manipulation checks on the verbal smell reference construct, the two pretests also verified that undergraduate students would have the ability to adequately relate to the experimental setting — steakhouses. Next, a 2x2x2 between-subjects experiment was conducted in which the verbal smell reference was manipulated, congruent cooking sounds were manipulated, and gender was measured. Results indicate that a verbal smell reference in a radio ad does significantly influence a potential consumer's ability to almost smell and to almost taste the advertised product. The smell reference also significantly impacts individuals' affective responses to the ad and purchase intent of the product. Interestingly, this research also found that the level of "excitement" associated with the advertised brand perfectly mediates the relationship between the verbal smell reference and affective responses. That is, the verbal smell reference leads consumers to assess the advertised brand as being exciting which, in turn, results in positive affective responses. This research did not detect any significant outcomes associated with the use of congruent cooking sounds in radio ads or any significant interactions between cooking sounds and verbal smell references with regard to the outcome variables. Further, gender was not found to significantly intervene in any of the hypothesized relationships. Nevertheless, the significant outcomes associated with the main effect of the verbal smell references on consumer sensory perceptions (ability to almost taste and/or almost smell the advertised product), affective response, and purchase intentions, along with the mediation of the excitement construct, are associated with formidable theoretical and managerial implications which are discussed in the concluding chapter of this thesis.
The effect of organizational factors on the structure of the buying center: the case study of corporate travel management
Damonte, Lowell Taylor (Virginia Tech, 1994-03-15)
In this study the researcher attempts to advance the understanding of the structure of firm buying centers for air travel services. First, an attempt is made to find empirical support for the proposition that firm air travel service buying centers can be grouped on the basis of their size, degree of complexity, centralization, and formalization. The study investigates the relationship of size, structure, and technology of the organization as a whole to the structure of the buying center. Diagraphs, or pictures representing the members of the buying centers, and the communication flows between those members, allow the researcher to record three constructs of buying center complexity: lateral involvement, vertical involvement, and connectedness. The size of the buying center is defined as the number of people within the organization who participated in the buying process from the reservations phase to the final payment of the supplier. The degree of centralization is determined by the number of communications between the travel manager and other buying center members. Formalization of the buying center was operationalized as the percent of written versus verbal communication in the buying process, the extent to which the process was governed by rules and policies, and the degree of compliance with policy. Significantly different mean values were found in buying center size and the degree of written versus verbal communication across the three cluster analysis-derived groups. None of the other buying center variables were found to differentiate the groups. Of all the organizational variables, only firm size, as measured by the absolute value of air travel purchases per year, was found to be a better-than-chance predictor of group membership. Additional research on participation during the contract negotiation phase is suggested. It is further proposed that future researchers wishing to study corporate travel in an industrial marketing context begin to study influence on, in addition to participation in, the buying process. It is further suggested that these issues should be investigated in the context of global as well as domestic organizations and evaluated on a longitudinal basis.
The Effects of Emotional Labor on Employee Work Outcomes
Chu, Kay Hei-Lin (Virginia Tech, 2002-05-23)
Emotional labor can be defined as the degree of manipulation of one's inner feelings or outward behavior to display the appropriate emotion in response to display rules or occupational norms. This study concerns the development of an emotional labor model for the hospitality industry that aims at identifying the antecedents and consequences of emotional labor. The study investigates the impact of individual characteristics on the way emotional labor is performed; it investigates the relationships among the different ways of enacting emotional labor and their consequences, and addresses the question of whether organizational characteristics and job characteristics have buffering effects on the perceived consequences of emotional labor, which are emotional exhaustion and job satisfaction. This study involves the rigorous development of a 10 item scale, the Hospitality Emotional Labor Scale, to measure the emotional labor that employees perform. the results of the study conformed to a two-factor structure of emotional labor: emotive dissonance and emotive effort. these two dimensions tap three types of service-acting that employees perform: surface acting, deep acting, and genuine acting. The scale was used to survey 285 hotel employees. Structural equation modeling (SEM) and moderated multiple regression (MMR) were employed to examine the proposed model, as well as to test the hypotheses. It was found that both surface acting (high emotive dissonance) and deep acting (emotive effort) associate positively with job satisfaction and negatively with emotional exhaustion. Genuine acting (low emotive dissonance) was found to associate positively with emotional exhaustion and negatively with job satisfaction. This study did not find strong relationships among the antecedents (affectivity and empathy) and emotional labor factors. Similarly, the proposed moderators (job autonomy and social support) were not found to moderate the relations between emotional labor and its consequences. In sum, this study found that both deep acting and surface acting lead to positive work outcomes, but genuine acting leads to negative work outcomes. The results provide support for prior qualitative studies. Further, deep acting plays an important role in determining employees' work outcomes. Based on these significant research findings, detailed theoretical and practical implications were discussed.
An empirical analysis of the strategic implications of type of entrepreneur in the restaurant industry
Elwood, Clare M. (Virginia Tech, 1991-01-15)
The primary purpose of this study was to empirically test Smith's (1967) typology of entrepreneurial type and Miles and Snow's (1978) typology of strategy in the restaurant industry, and then to establish whether or not there is a relationship between type of entrepreneur and type of strategy. A total of 1,000 entrepreneurs were surveyed using a structured questionnaire. One hundred and thirty three entrepreneurs participated in the study, yielding a response rate of 14.76%. From the basis of the objectives and research questions, four hypotheses were derived to identify the presence of Smith's (1967) typology of entrepreneurs (craftsman and opportunistic entrepreneurs), Miles and Snow's (1978) typology of strategy (defenders, prospectors, analyzers and reactors), and the relationship between type of entrepreneur and type of strategy in the restaurant industry. The findings of the hypotheses tests indicated that Smith's two entrepreneurial types may not be mutually exclusive and that there is probably a third group of entrepreneurs, combining characteristics from both Smith's craftsman and opportunistic types. Support was found for Miles and Snow's four generic strategies of defender, prospector, analyzer and reactor. Through the use of discriminant analysis, it was possible to demonstrate a relationship between type of entrepreneur and type of strategy. Furthermore, two moderating variables were found to also be associated with the realationship between type of entrepreneur.
An empirical investigation of determinants of tourist destination image
Baloglu, Seyhmus (Virginia Tech, 1996-09-03)
The research of the past two decades in travel and tourism has demonstrated that tourism destination image is a valuable construct in investigating the destination selection process and behavior of travelers. Most studies of consumer decision making in tourism have investigated the relationship between image of a destination and preference or visitation intentions for the destination. As competition among tourism destinations is getting more intense, it becomes increasingly important to understand the dynamic structure of image by studying forces or influences contributing to destination image formation so that a more effective image creation and correction strategy can be articulated. In the last two decades, research in travel and tourism has investigated many important issues regarding the image concept and contributed to understanding of tourist destination image. However, although numerous researchers across different fields emphasized the importance of understanding the forces contributing to image formation process, it has not received much attention in travel and tourism studies. Building upon the works from several fields and disciplines such as consumer behavior and marketing, travel and tourism, environmental psychology and geography, this study developed and empirically tested a conceptual model of the determinants of tourist destination image (image formation process). A major finding of the study was that a tourist destination in1age is formed by both stimulus factors and travelers' characteristics. The image of a tourism destination is dynamic and developed by chains of influences. The findings of a path analysis indicated that variety and type of information sources used, age and education influence perceptual/cognitive evaluations of tourism destinations. The perceptual/cognitive eval uatiol1s and socio-psychological travel motivations together influence affective evaluations of tourism destinations. The perceptual/cognitive and affective evaluations, then. form an overall Image of tourism destinations. It was also found that the overall image was more likely influenced by affect than perceptual/cognitive evaluations and affect together. In other words, affect serves as an intervening variable between perceptual/cognitive evaluations and overall image. The study contributed to the theoretical advancement of destination linage formation in the field of travel and tourism. It also contributed to consumer behavior and marketing by providing a structural model by which a simultaneous empirical treatment of the elements influencing image was investigated. The results of this study provided important implications for strategic image management and can aid in designing and implementing marketing programs for creating and enhancing tourist destination images. They can also aid in tailoring images for specific target markets, positioning tourism destinations, and designing advertising and promotional programs.
An Empirical Study of Organizational Justice as a Mediator in the Relationships among Leader-Member Exchange and Job Satisfaction, Organizational Commitment, and Turnover intentions in the Lodging Industry
Lee, Hyung-Ryong (Virginia Tech, 2000-04-27)
The purpose of this study was to identify the impact of interpersonal working relationships on employees' justice perceptions and the effects of those perceptions on employees' work-related attitudes and behavior in the hospitality industry. This study examined the mediating role played by distributive and procedural justice in linking leader-member exchange and job satisfaction, organizational commitment, and turnover intentions in the hospitality industry. The model was evaluated using structural equation modeling (SEM). The results indicated that distributive justice had a direct positive influence on job satisfaction and was negatively related to turnover intentions. Distributive justice was also found to have a strong impact on procedural justice. Procedural justice had a direct positive influence on job satisfaction. However, procedural justice was negatively related to organizational commitment, and was positively associated with turnover intentions. Thus, distributive justice played a more vital role in employees' work-related outcomes than did procedural justice. This study also indicated empirical evidence of the impact of interpersonal working relationships on employees' justice perceptions. That is, the quality of interpersonal working relationships promoted employees' perceptions of fairness. Therefore, both distributive and procedural justice played a vital mediating role in the relationships among LMX, and job satisfaction, organizational commitment, and turnover intentions. This study provides guidelines to help managers better understand how to reduce employee turnover, increase job satisfaction and organizational commitment, and make better decisions about outcomes and procedures for their employees.
An empirical study of the value of professional association meetings from the perspective of attendees
Price, Catherine H. (Virginia Tech, 1993-04-19)
Individuals have personal and occupational needs that are satisfied to some degree by attending professional meetings. The primary purpose of this study was to identify the attributes of professional society meetings that have value for attendees. Three meeting attributes were identified from a review of the literature: education, networking and leadership. The second purpose was to explain why individuals preferred certain meeting attributes. Career theories were used to provide an explanatory schema for interpreting individual differences. The findings of this study support four meeting attributes; the three hypothesized-education, networking and leadership, plus a fourth, named professional savvy. Based on the means education was the most frequently recognized attribute, networking the second, professional savvy was third, and leadership the least recognized. Career stages were shown to predict the attribute that would be valued most highly by an individual attendee. The three career stages and respective survey items shown to it be significant were {1) biological or life-span theories represented by the survey item age; (2) social class theories represented by salary, and (3) transition-based theories represented by the number of years a person has been in their profession, the number of years with the current employer and the individuals perception of changes in their job responsibilities. The data show that education is the most important attribute to three fourths of the sample and for these individuals career stages are normally distributed. For those who prefer leadership, savvy and networking more descriptive profiles can be drawn from the career stage variables. The results of this study are particularly useful to individuals who plan meetings. The data show that meeting organizers and planners can identify critical items that link the individuals to a particular career stage, and because meeting attributes are linked to career stages, programs can be designed to provide the selected or range of attributes depending on the particular make-up of the audience.

Browsing by Author "Weaver, Pamela A."

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