In tourism, the product is the experience. The destination sets the stage, which facilitates the experience. First impressions, based largely on visual cues in the environment, help to determine the level of quality tourists should expect from their encounter. While much research has focused on destination image in advertising, little attention has been given to on-site assessments of tourists’ perceptions of the visual environment. This study had three specific objectives. The first was to determine if changes in the visual environment affect respondents’ attitudes, perceptions of quality and satisfaction. The second objective set out to determine which visual quality elements have the strongest influence on respondents’ attitudes, their perceptions of quality and satisfaction. The final objective was to explore the interrelationship between attitudes, quality, satisfaction and behavioral intentions. Utilizing a series of digitally modified photographs and an experimental design approach with three treatments, this study examined how selected visual environmental cues affected respondents’ perceptions. The relatively high adjusted R2 values across the three treatments suggests the strong influence of visual quality elements on hedonic (R2 values ranging from .16 to .27) and utilitarian attitudes (R2 values ranging from .16 to .24), and particularly on satisfaction (R2 values ranging from .31 to .44) and overall quality (R2 values ranging from .28 to .35). The visual cues having the strongest influence on perceptions were level of crowding, available seating, maintenance and upkeep, and type of signage. Utilizing structural equation modeling, this study examined the interrelationship between the endogenous variables in the model. The influence of hedonic attitude on overall quality and satisfaction was confirmed, but the influence of utilitarian attitude on overall quality and satisfaction was not. This suggests that some tourism experiences are more hedonic in nature. This research supports previous literature suggesting that a high level of quality will result in a high level of satisfaction for the visitors (significant path estimate of .422). Additionally, standardized path coefficients indicate that overall quality (.416) and satisfaction (.486) were both related to behavioral intentions, with satisfaction being a stronger predictor.

In tourism, the product is the experience. The destination sets the stage, which facilitates the experience. First impressions, based largely on visual cues in the environment, help to determine the level of quality tourists should expect from their encounter. While much research has focused on destination image in advertising, little attention has been given to on-site assessments of tourists' perceptions of the visual environment. This study had three specific objectives. The first was to determine if changes in the visual environment affect respondents' attitudes, perceptions of quality and satisfaction. The second objective set out to determine which visual quality elements have the strongest influence on respondents' attitudes, their perceptions of quality and satisfaction. The final objective was to explore the interrelationship between attitudes, quality, satisfaction and behavioral intentions. Utilizing a series of digitally modified photographs and an experimental design approach with three treatments, this study examined how selected visual environmental cues affected respondents' perceptions. The relatively high adjusted R2 values across the three treatments suggests the strong influence of visual quality elements on hedonic (R2 values ranging from .16 to .27) and utilitarian attitudes (R2 values ranging from .16 to .24), and particularly on satisfaction (R2 values ranging from .31 to .44) and overall quality (R2 values ranging from .28 to .35). The visual cues having the strongest influence on perceptions were level of crowding, available seating, maintenance and upkeep, and type of signage. Utilizing structural equation modeling, this study examined the interrelationship between the endogenous variables in the model. The influence of hedonic attitude on overall quality and satisfaction was confirmed, but the influence of utilitarian attitude on overall quality and satisfaction was not. This suggests that some tourism experiences are more hedonic in nature. This research supports previous literature suggesting that a high level of quality will result in a high level of satisfaction for the visitors (significant path estimate of .422). Additionally, standardized path coefficients indicate that overall quality (.416) and satisfaction (.486) were both related to behavioral intentions, with satisfaction being a stronger predictor.

As health care services get more competitive, the health care practitioners and academic researchers are increasingly interested in exploring how patients perceive their care quality and value, form their satisfaction levels and generate their behavioral intentions. Outpatient services provide an alternate setting for patients to have initial contact with health care providers. Besides, two-thirds of Taiwan¡¦s total NHI expenditure is spent on outpatient services. Thus, it is of great significance to note outpatients¡¦ perceptions of health care services. Drawing from marketing literature, perceived value can be viewed as the consequence of service quality and as the antecedent role of satisfaction and behavioral intentions. This study conducted empirical test an integrative model of customers¡¦ perceptions of outpatient services based on the established relationships among four key constructs (service quality, perceived value, satisfaction and behavioral intentions). First, this study conducted focus group discussion to identify the factors of quality of outpatient services as follows: (1) the personal interaction between medical staff and patients, (2) the assurance from medical staff, (3) the speed of timely access to a service, and (4) tangible aspect. Later, structural equation model was used to examine the research model which addresses the hypothesized relationships among the four constructs of interest in the health care industry. The main findings are summarized as follows: (1) perceive value had a greater direct influence on behavioral intentions than did service quality and patient satisfaction; (2) service quality had both an indirect effect (through perceived value and satisfaction) and a direct influence on behavioral intentions; and (3) both service quality and value are antecedents of patient satisfaction; the most important determinant of patient satisfaction is quality of health care. Finally, this dissertation ends with a discussion of the results and implications for the managerial practices, followed by suggestions for future research.

Doctor of Philosophy / Hospitality Management / SooCheong Jang / Deborah Canter / The physical environment may be an important determinant of customer satisfaction and subsequent behavior when services are consumed primarily for hedonic purposes and customers spend moderate to long periods of time in the physical surroundings. An example of this phenomenon would be in an upscale restaurant setting. This study explored the domain of the physical environment in an upscale restaurant context to develop a DINESCAPE scale. Relevant literature was reviewed on architecture, environmental psychology, psychology, operations management, and marketing, highlighting empirical and theoretical contributions. Conceptualization and operationalization of the DINESCAPE dimensions is presented, and the procedures used in constructing and refining a multiple-item scale to assess DINESCAPE in an upscale restaurant setting are described. DINESCAPE is a six-factor scale that was developed to measure facility aesthetics, ambience, lighting, service product, layout, and social factors. Evidence of the scale’s reliability, validity, and factor structure is presented, along with potential applications of the scale. The second phase of the study attempted to build a conceptual model of how the DINESCAPE factors influenced customers’ behavioral intentions through their emotions. The Mehrabian-Russell environmental psychology model was adopted to explore the linkage of the six dimensions of DINESCAPE to customers’ emotional states (pleasure and arousal) and the linkage between pleasure and arousal with customers’ behavioral intentions. Structural equation modeling was used to test the causal relationships among the hypothesized relationships. Results revealed that facility aesthetics, ambience, and social factors affected the level of customers’ pleasure and ambience and social factors influenced the amount of arousal. In addition, pleasure and arousal had significant effects on subsequent behavioral intentions in the context of upscale restaurant. Finally, implications for restaurateurs and researchers were discussed.

This study investigates the effect of customer satisfaction with leisure services on tourists' positive word-of-mouth and revisit intentions. The study is carried out within the context of visitors to the SantaPark in Rovaniemi, Finland. In this study, customer satisfaction is measured via a multi-attribute approach. Study results and their implications are discussed.

No description available.

Two psychological variables are of interest in the study of consumers: brand personality perceptions (per social cognition, beliefs that brands exhibit human-like attributes) and nudges (per behavioral economics, an attempt to influence behavioral change that benefits the consumer without taking away their right to choose). However, no known research exists about whether these variables explain behavioral intentions to consume podcasts, specifically. This is relevant because perceptions of mass media brands are historically negative, and consumers increasingly seek out independent media (e.g., Breaking Points). Therefore, this dissertation’s purpose was to use Breaking Points as an example to study the influence of brand personality and nudges on behavioral intentions to subscribe to a podcast. In two survey experiments (total N = 486 United States adults recruited via CloudResearch’s Connect), brand personality perceptions (i.e., sincerity, competence, status) were hypothesized to explain intentions to subscribe. Likewise, those exposed to the potential nudge were expected to report stronger intentions, compared to those unexposed. All participants viewed a description about and a clip from the podcast. Some were also randomly assigned to view a potential nudge from Breaking Points’ YouTube channel. Then, all participants answered questions about the podcast’s brand personality, about intentions to subscribe, and about psychographics. In both experiments, hierarchical regression revealed that brand personality significantly explained behavioral intentions while controlling for potential confounds (average R2 = 40%). The findings provide evidence that brand personality knowledge can expand into podcasts. In contrast, future research should investigate other stimuli that could potentially nudge podcast consumers.

Doctor of Philosophy / Department of Hospitality Management and Dietetics / Deborah Canter / Chihyung Ok / As the number of older adults increases so does the demand for housing and personal care needs. The continuing care retirement community is unique from other senior care facilities as it provides a continuum of housing and care that caters towards an individual’s need. Foodservice is often utilized to attract older adults into retirement facilities. Such service would give residents additional opportunities to socialize with service workers as well as other patrons of the restaurant. Yet, few studies have focused on the roles of food and dining service on resident’s satisfaction with foodservice and their quality of life. Study 1 examined the relationships between residents’ perception of individual customer orientation of service employee dimensions: technical skills, social skills, motivation, and decision-making authority, with relational benefits, satisfaction and subsequent behavioral outcomes: repurchase intention and word-of-mouth. Study 2 explored the moderating effects of resident’s activity involvement and food involvement on the relationships between rapport, dining-need satisfaction and resident’s quality of life. To achieve the objectives of these studies, 412 continuing care retirement community residents from five facilities completed a self-report questionnaire. Of these, 354 were used in study 1 and study 2. Findings of the structural equation modeling (Study 1) suggested that resident’s perception of foodservice employee’s technical skills, social skills and motivation were important determinants of confidence and social benefits that led to residents’ overall satisfaction with foodservice. Satisfied resident-consumer is likely to engage in word-of-mouth and repurchase intention. Results of hierarchical multiple regressions (Study 2) revealed that perceived rapport and resident’s dining-need satisfaction are positively related to resident’s quality of life. This study also found that activity involvement and food involvement moderated the relationships between rapport and dining-need satisfaction with quality of life respectively. That is, the more involved resident has an improved quality of life.

Doctor of Philosophy / Department of Hospitality and Dietetics / Chihyung Ok and Betsy Barrett / The meeting industry has seen significant growth over the last few decades and has now become truly global. As the number of conferences increases and attendees have so many conferences to choose from, understanding how they evaluate the conference experience is more important than ever. Previous studies have focused on site selection factors, destination perception and image, economic impact, and meeting planner issues, not on the conference experience itself. Annual association conferences are lucrative because of the large number of attendees they bring to the host destination. In marketing and managing association conferences, host destinations and meeting convention organizers are increasingly interested in how attendees evaluate the conference experience. With the first conceptual model, this study sought to reveal the effect of perceived conference quality dimensions on conference experience quality dimensions. Academic association conference was taken as the context, and data were collected to validate the proposed models. A self-reported questionnaire was distributed to faculty members from twenty randomly selected universities in the United States who attended an academic association conference at least once within the past year. The hypotheses included in the conceptual model were examined based on responses from 370 faculty members in the United States. The proposed relationships were analyzed by using PLS-SEM analysis which involves evaluation of measurement model and structural model. The results indicated significant relationships among all conference specific dimensions (i.e., professional education and professional & social networking) and all conference experience quality dimensions (i.e., learning, self-esteem, and excitement). Moreover, all destination specific dimensions (i.e., site attractiveness, travelability, and site environment) had a significant relationship with excitement, but site attractiveness did not have a significant relationship with learning. With the second conceptual model, this study sought to verify the relationships among perceived conference value dimensions, satisfaction, and behavioral intentions. This study found that utilitarian value, hedonic value, and social value had significant effects on satisfaction and behavioral intentions. Given that understanding attendee behavior is critical in the meeting industry, this study benefits meeting planners and host destinations with information that allows them to maximize the conference experience for attendees, and attracting and retaining repeat attendees. The results indicated significant relationships among all conference specific dimensions (i.e., professional education and professional & social networking) and all conference experience quality dimensions (i.e., learning, self-esteem, and excitement). Moreover, all destination specific dimensions (i.e., site attractiveness, travelability, and site environment) had a significant interrelationship with excitement, but site attractiveness did not have a significant relationship with learning. With the second conceptual model, this study sought to verify the relationships among perceived conference value dimensions, satisfaction, and behavioral intentions. This study found that utilitarian value, hedonic value, and social value had significant effects on satisfaction and behavioral intentions. Given that understanding attendee behavior is critical in the meeting industry, this study benefits meeting planners and host destinations with information that allows them to maximize the conference experience for attendees, and attracting and retaining repeat attendees.

L'objectif général de cette thèse était d'étudier expérimentalement les effets de l'alcool et de l'excitation sexuelle sur la perception du consentement et les intentions comportementales d'utiliser des stratégies coercitives pour avoir une relation sexuelle. Plus exactement, et afin d’étudier les effets de l’alcool sur la perception des intentions comportementales exprimées par une femme, un plan expérimental inter-participants a permis de répartir aléatoirement 150 participants, issus de la population générale, dans une condition Avec ou Sans alcool. Par la suite, les participants étaient à nouveau répartis aléatoirement dans l'une des deux modalités du facteur Excitation sexuelle, soit Avec ou Sans excitation sexuelle. Un plan factoriel inter-participants 2x2 a alors permis d'étudier les effets de l'alcool et de l'excitation sexuelle sur le temps de latence pour indiquer qu'une femme n'est plus intéressée par avoir une relation sexuelle, ainsi que sur les intentions comportementales d’utiliser des stratégies coercitives nonviolentes et de commettre un viol.Alors que les résultats ouvrent la voie à de nouvelles recherches afin de mieux comprendre les mécanismes par lesquels l’alcool peut, chez certains individus, contribuer à expliquer la coercition sexuelle, des implications pratiques peuvent également être proposées. Ainsi, si les résultats soutiennent l’importance de programmes de prévention primaire, voire situationnelle, ils soulignent que des programmes de prévention secondaire apparaissent également comme un élément indispensable d’une politique efficace de prévention de la coercition sexuelle. / The overall objective of this dissertation was to experimentally study the effects of acute alcohol intoxication and sexual arousal on the perception of consent and on behavioral intentions to use coercive strategies to have sex. More precisely, a between-subjects design was used to study the effects of acute alcohol intoxication in men on their perception of a woman’s behavioral intents. The 150 participants, recruited from the general population, were thus randomized either in a condition With alcohol or in a condition Without alcohol. The targeted blood alcohol content was 0,08 %. Then, participants were once again randomized in one of the two levels of “Sexual arousal” factor: a condition With sexual arousal anda condition Without sexual arousal. A 2x2 between-subjects factorial design was thereby used to study the effects of acute alcohol intoxication and sexual arousal on the latency to indicate that a woman is no longer interested in having sex as well as on the behavioral intentions to use non-violent coercive strategies and to commit rape.While our results pave the way for new research in order to better understand the processes and mechanisms by which acute alcohol intoxication may help to explain sexual coercion in some individuals, practical implications must also be considered. While results related to the perception of consent support the relevance of primary and situational prevention, results related to behavioral intentions to use coercive strategies to have sex highlight the need for secondary prevention in order to develop an effective policy for sexual coercion prevention.