Recently, tourism has become one of the most potential industries in the world. According to preliminary results presented by the United Nations specialized agency, the World Tourism Organization (UNWTO) the number of international tourist arrivals recorded worldwide grew by 5.5% and exceeded 800 million for the first time ever. However, under the competitive environment, the best way to keep competitiveness is to make customer satisfaction and loyalty. This study focuses on the relationships among self-congruity, functional congruity, customer satisfaction and loyalty. However, different from past researches which collect data only after actual travel without considering other possible factors, present study incorporated the concept of ¡§ex-ante¡¨ and ¡§ex-post¡¨ self-image congruity and probed their effects on tourism satisfaction. Ex-ante self-image congruity are formed before actual travel; and after travel, tourist¡¦s perception will become ex-post self-image congruity. The author applied a two-stage research design collecting relevant data before and after travel. The empirical results showed that both ex-post self-image congruity and functional congruity have direct positive effect on satisfaction, and functional congruity also partially mediated self-image congruity¡¦s effect. The author also found multiple roles of ex-ante self-image congruity on satisfaction. As a kind of expectation, ex-ante self-image congruity has negative relationship with satisfaction; and possesses moderating effect as a possible motivation driver. Theoretical discussion and managerial implications are supplied.

Abstract The main idea of group buying is to recruit larger number of orders in order to cut down price. In order words, the larger the number of orders is, the more consumers will join due to the resulted lower price. This positive feedback is as the phenomenon of demand externalities found by Kauffman and Wand (2001, 2002). However, from the other viewpoint, there is a phenomenon of death spiral at the beginning of group buying. It indicates that, due to the few orders in the beginning of group buying, consumers are inclined to wait until the price is acceptable. Unfortunately, it results in that consumers will wait for each other¡¦s joining and therefore, the orders will not increase quickly. In order to solve the problem of death spiral, Lai and Zhuang (2004) proposed three incentive mechanisms, sequential-based, time-based and quantity-based models, on purpose of encouraging consumer to participate in group-buying. The experimental result demonstrated the expected performance of the three incentive mechanisms in terms of removing the phenomenon of death spiral. However, we find these incentive mechanisms didn¡¦t stimulate the phenomenon of demand externalities. Based on previous literature and practical experience, price differentiation usually causes customers¡¦ negative emotion and unfairness cognition. The incentive mechanisms designed for solving the problem of death spiral make consumers pay different price. We wonder if it causes unfairness cognition and therefore could not result in the phenomenon of demand externality. The purpose of this research is to understand whether the incentive mechanisms cause consumers unfairness cognition via experiment. The result shows consumers having opportunity to have extra discounts have higher cognition of price fairness than the consumers without chance to have extra discounts. Further, compared with other incentive mechanisms, sequential-based incentive mechanism makes consumers perceive lower cognition of procedural fairness. Finally, we also found that consumers¡¦ fairness cognition has positive effect on their price satisfaction and purchase intention as well. Keywords: Group buying, Fairness cognition, Consumer behavior, Consumer satisfaction

Thesis (Ph. D.)--University of Missouri-Columbia, 1999. / Typescript. Vita. Includes bibliographical references (leaves 257-273). Also available on the Internet.

Thesis (Ph. D.)--University of Missouri-Columbia, 2001. / Typescript. Vita. Includes bibliographical references (leaves 296-306). Also available on the Internet.

Thesis (Ph.D.)--University of Central Florida, 2009. / Advisers: Raj Echambadi, Jai Ganesh. Includes bibliographical references (p. 91-102).

Thesis (Ph. D.)--Auburn University, 2009. / Abstract. Vita. Includes bibliographical references (p. 109-117).

published_or_final_version / Housing Management / Master / Master of Housing Management

This paper aims to understand the customer satisfaction between Mainland shoppers and Local Shoppers regarding the shopping centre in HK. It will be reviewed and analyzed based on shopping centre management theories. Apart from finding out the shopping behavior of mainland shoppers and Hong Kong shoppers, we would like to understand their customer satisfaction on different customer services aspects. Data was collected through questionnaire. Survey of two shopping centres were carried out to understand the customer satisfaction. In-depth study on the customer satisfaction between Mainlanders and Hong Kong people is then carried out. It was found that Mainland shoppers and local shoppers have different expectation in different customer services aspects. For example, Mainlander thinks that prices of the products in both shopping centre - Harbour City and Landmark North is reasonable. However, local shoppers think that the product in Landmark North is expensive. Also, the Mainland shoppers think that both the shopping centre provide a wide range of product for them. However, Hong Kong people expects the variety of product are not enough in both the shopping centre. On the other hand, they both appreciate the high customer service performance in Hong Kong. In conclusion, Hong Kong and Mainlander appreciate a wider range of shops in term of price, product category and exhibition. Shopping centre managers should provide a comfortable environment which could enhance the shopping experience of the customer. / published_or_final_version / Housing Management / Master / Master of Housing Management

M. Tech. Business Administration / One of the challenges facing analytical laboratories is to satisfy customer needs. Organisations are striving to achieve high levels of customer satisfaction. Service providers, like analytical laboratories, are faced with different problems that challenge customer satisfaction: turn-around time, quality of service, employee skills levels, cost, and customer retention. This research was conducted in order to identify and understand factors contributing to customer satisfaction.

M.Tech. Business Administration. Business School.