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The study investigates the impact of customer incivility, job stress, perceived supervisor support, and perceived co-worker support on the turnover intention of frontline employees. A survey-questionnaire approach was used to collect the point of view of frontline employees that work in five-star hotels in a metropolitan city of Korea. Four independent variables that were extracted from valid theoretical backgrounds along with four demographic variables were used in the study. The regression analysis was conducted to test the hypotheses, which revealed that job stress directly affected the employees’ desires to leave their organization. It also showed that perceived supervisor support mitigates employee turnover, and there were significant correlations between turnover intention with the employees’ marital status and job position. Gender and years of service did not affect the employees’ thinking of quitting their job. Our findings help hotel entrepreneurs better understand how to deal with customer incivility and employee job stress, and better comprehend the factors that minimize employees’ negative behaviors for the organization.
Hyunah Chung; Wei Quan; Bonhak Koo; Antonio Ariza-Montes; Alejandro Vega-Muñoz; Gabriele Giorgi; Heesup Han. A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates? International Journal of Environmental Research and Public Health 2021, 18, 6616 .
AMA StyleHyunah Chung, Wei Quan, Bonhak Koo, Antonio Ariza-Montes, Alejandro Vega-Muñoz, Gabriele Giorgi, Heesup Han. A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates? International Journal of Environmental Research and Public Health. 2021; 18 (12):6616.
Chicago/Turabian StyleHyunah Chung; Wei Quan; Bonhak Koo; Antonio Ariza-Montes; Alejandro Vega-Muñoz; Gabriele Giorgi; Heesup Han. 2021. "A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?" International Journal of Environmental Research and Public Health 18, no. 12: 6616.
Despite its criticality for airport business, duty-free shopping at the retail stores of airports has received scant attention. To overcome this difference, this study explains the complex process via which travelers show their willingness to repurchase in the context of airport retail stores. A quantitative process comprising a field survey is conducted for data collection. The measurement quality is assessed and established through the evaluation of a measurement model. As a result of analyzing the structural equation model, it was found that the perceived performance, utilitarian value, hedonic value, and satisfaction evaluation of airport retail stores play a crucial role in determining traveler willingness to repurchase. The conceptual framework encompassing these concepts also adequately accounts for traveler willingness to repurchase. Moreover, our results from the invariance assessment reveal that the moderating impact of shopping engagement on the hypothesized relationship between utilitarian value and satisfaction evaluation is significant. Overall, the proposed direct associations among theoretical constructs within our framework are well supported. Furthermore, the efficacy of the proposed theoretical framework for a clear understanding of airport shoppers’ post-purchase behaviors is successfully identified.
Heesup Han; Wei Quan; Eloy Gil-Cordero; Juan-Pedro Sánchez; Jongsik Yu. Performance of Retail Stores at Airports and Their Role in Boosting Traveler Satisfaction and Willingness to Repurchase. Sustainability 2021, 13, 590 .
AMA StyleHeesup Han, Wei Quan, Eloy Gil-Cordero, Juan-Pedro Sánchez, Jongsik Yu. Performance of Retail Stores at Airports and Their Role in Boosting Traveler Satisfaction and Willingness to Repurchase. Sustainability. 2021; 13 (2):590.
Chicago/Turabian StyleHeesup Han; Wei Quan; Eloy Gil-Cordero; Juan-Pedro Sánchez; Jongsik Yu. 2021. "Performance of Retail Stores at Airports and Their Role in Boosting Traveler Satisfaction and Willingness to Repurchase." Sustainability 13, no. 2: 590.
This study aimed to examine the perceived crowdedness (Human, Spatial), emotions, customer satisfaction, and WOM intentions relationships while visiting a crowded restaurant in Korea. Additionally, it estimated the potential moderating role of perceived time pressure on the proposed structural model. The obtained cross-sectional survey data was evaluated and validated utilizing a systematic analysis process. The results indicated both significant and insignificant relationships of spatial crowdedness and human crowdedness to generate positive and negative emotions. It also determines the critical role of perceived time pressure in moderating the relationship between satisfaction and WOM intentions. The implications for marketing managers and future research directions in restaurants were also discussed.
Wei Quan; Amr Al-Ansi; Heesup Han. Spatial and human crowdedness, time pressure, and Chinese traveler word-of-mouth behaviors for Korean restaurants. International Journal of Hospitality Management 2020, 94, 102851 .
AMA StyleWei Quan, Amr Al-Ansi, Heesup Han. Spatial and human crowdedness, time pressure, and Chinese traveler word-of-mouth behaviors for Korean restaurants. International Journal of Hospitality Management. 2020; 94 ():102851.
Chicago/Turabian StyleWei Quan; Amr Al-Ansi; Heesup Han. 2020. "Spatial and human crowdedness, time pressure, and Chinese traveler word-of-mouth behaviors for Korean restaurants." International Journal of Hospitality Management 94, no. : 102851.
This research was an empirical effort to uncover the influence of eco-design of airport buildings on customer approach responses and behaviors. A survey methodology with empirical data analysis was used to attain the research purpose. Our findings revealed that eco-design contributes to enhancing airport reputation and airport customers’ subjective well-being. In addition, eco-design, reputation, and well-being directly/indirectly increase customer approach intentions. Our result also indicated that the association between eco-design and airport reputation is under the significant influence of biospheric value. Moreover, airport reputation and subjective well-being mediated the effect of eco-design on intentions. The comparative importance of airport reputation in determining approach intentions was identified. Overall, the proposed theoretical framework satisfactorily accounted for approach intentions. Given the lack of knowledge about eco-design in the airport literature, this research help boosts airport researchers’ and practitioners’ understanding of the role of eco-design and its criticality in explicating approach formation and behaviors.
Heesup Han; Wei Quan; Linda Lho; Jongsik Yu. Eco-Design of Airport Buildings and Customer Responses and Behaviors: Uncovering the Role of Biospheric Value, Reputation, and Subjective Well-Being. Sustainability 2020, 12, 10059 .
AMA StyleHeesup Han, Wei Quan, Linda Lho, Jongsik Yu. Eco-Design of Airport Buildings and Customer Responses and Behaviors: Uncovering the Role of Biospheric Value, Reputation, and Subjective Well-Being. Sustainability. 2020; 12 (23):10059.
Chicago/Turabian StyleHeesup Han; Wei Quan; Linda Lho; Jongsik Yu. 2020. "Eco-Design of Airport Buildings and Customer Responses and Behaviors: Uncovering the Role of Biospheric Value, Reputation, and Subjective Well-Being." Sustainability 12, no. 23: 10059.
The present research was an empirical endeavor to build a sturdy theorization linking trust in supervisor and co-worker supports, emotional exhaustion, depersonalization, reduced personal accomplishment, and hotel employee turnover at workplace. A quantitative approach and survey methodology were utilized. This research successfully explored the intricate associations between trust-in-support factors and burnout dimensions and uncovered the possible influence of such relationships on employee turnover in the hotel context. In addition, emotional exhaustion and reduced personal accomplishment among burnout constituents significantly affected turnover. These variables also strengthened the influence of trust in supervisor support on hotel employee turnover, acting as significant mediators. A salient role of emotional exhaustion in escalating employee turnover was unearthed. Overall, this research demonstrated the importance of trust in support and its role in reducing the burnout phenomenon among hotel employees and explaining their voluntary turnover decision formation in a satisfactory manner.
Heesup Han; Wei Quan; Amr Al-Ansi; Hyunah Chung; Abdul Ngah; Antonio Ariza-Montes; Alejandro Vega-Muñoz. A Theoretical Framework Development for Hotel Employee Turnover: Linking Trust in Supports, Emotional Exhaustion, Depersonalization, and Reduced Personal Accomplishment at Workplace. Sustainability 2020, 12, 8065 .
AMA StyleHeesup Han, Wei Quan, Amr Al-Ansi, Hyunah Chung, Abdul Ngah, Antonio Ariza-Montes, Alejandro Vega-Muñoz. A Theoretical Framework Development for Hotel Employee Turnover: Linking Trust in Supports, Emotional Exhaustion, Depersonalization, and Reduced Personal Accomplishment at Workplace. Sustainability. 2020; 12 (19):8065.
Chicago/Turabian StyleHeesup Han; Wei Quan; Amr Al-Ansi; Hyunah Chung; Abdul Ngah; Antonio Ariza-Montes; Alejandro Vega-Muñoz. 2020. "A Theoretical Framework Development for Hotel Employee Turnover: Linking Trust in Supports, Emotional Exhaustion, Depersonalization, and Reduced Personal Accomplishment at Workplace." Sustainability 12, no. 19: 8065.