Host Residents’ Perceptions and Attitudes toward an Event

This study investigates the structural relationship among perceived impacts, benefit perceptions, and supports for the event. Local residents in the Black Hills area in South Dakota, where the Sturgis Motorcycle Rally is held, were invited to participate in the study. A total of 190 responses were collected using convenience sampling and structural equation modeling was performed to identify the relationship. The findings indicate that the perceived positive impact significantly affects both benefit perceptions and supports while perceived negative impact is not a significant predictor of residents’ benefit perception. In order to maximize community supports, it is recommended that event organizers emphasize on positive economic impacts

Generalizing survey results from student samples: Implications from service recovery research

Using college students as research subjects in consumer research may or may not be appropriate. This paper discusses external validity of research findings using student subjects as surrogates for consumers in experimental, particularly scenario based, studies. A study that investigated differences between a student sample and a customer sample in response to service experience is described. Results were mixed. No significant mean differences were found in complaint intention, preference to complain to an employee or a manager, overall satisfaction, and revisit intention toward service providers. However, significant discrepancies were observed in testing the role of initial overall satisfaction in evaluating recovery satisfaction and in the relative importance of dimensions of justice. For both student and non-student groups, regardless their recovery satisfaction were positive or negative, initial overall satisfaction was a stronger predictor for post-recovery overall satisfaction than recovery satisfaction

Modeling roles of service recovery strategy: A relationship-focused view

This study proposed and tested a theoretical model consisting of antecedents and consequences of recovery satisfaction using scenario experimentation with three dimensions of justice manipulated at two levels each (2x2x2 factorial design). Each participant was provided the same service failure (overcooked steak) scenario and one of the eight recovery scenarios (a combination of dimensions of justice). Structural equation modeling was used to test the hypotheses based on 286 cases. All three dimensions of justice had positive effects on recovery satisfaction. Recovery satisfaction had positive effects on trust and overall satisfaction. Trust had positive effects on commitment and overall satisfaction. Commitment had positive effects on overall satisfaction and behavioral intentions. Although a service failure might negatively affect customers' relationship with the service provider, effective recovery can reinforce attitudinal and behavioral outcomes. The study findings emphasized that recovery efforts should be viewed not only as a strategy to recover immediate satisfaction but also as a relationship tool to build long-term relationships with customers

Mixed findings on service recovery paradox: An illustration from An experimental study

The purpose of this study was to test the service recovery paradox and double deviation on customers' overall satisfaction considering definitional and methodological issues. This study employed a scenario experimentation manipulated three dimensions of justice at two levels each ( 2 x 2 x 2 factorial design). A convenience sample of 286 casual restaurant customers was used in the study. Paired sample t-tests were employed to test recovery paradox and double deviation effects after selecting four groups of customers based on recovery satisfaction to take into account the if-condition in the definition of the service recovery paradox. Customers' post-recovery overall satisfaction could be higher than their initial overall satisfaction provided customers were highly satisfied with service recovery ( recovery paradox). When customers are somewhat satisfied with recovery efforts, their initial overall satisfaction could be carried over after two transactional evaluations. Double deviation effects were obvious and consistent when customers were either highly dissatisfied or somewhat dissatisfied with service recovery

Dimensional roles of justice on post-recovery overall satisfaction and behavioral intentions: Tests of casual dining experiences

This study examined dimensional roles of justice on post-recovery overall satisfaction (OS), revisit intention (RI), and word-of-mouth intention (WOM). A 2x2x2 factorial design using experimental scenarios was used to test the proposed relationships. Responses from customers (286) and responses from undergraduate students (266) were used for data analysis. For the customer sample, interactional justice (IJ) and procedural justice (PJ) had positive effects on customer OS and WOM. Only IJ had a positive effect on RI. Distributive justice (DJ) did not have a positive effect on OS, RI, or WOM. For the student sample, IJ and DJ had positive effects on OS, RI, and WOM. However, PJ did not have a positive effect on OS, RI, or WOM. The findings indicate that service providers need to consider dimensional roles of recovery efforts not only in transactional evaluation but also in post-recovery attitudinal and behavioral outcomes. One dimension of justice, such as DJ, should not be highlighted at the cost of other dimensions in recovery efforts

Host Residents’ Perceptions and Attitudes toward an Event

previously providedThis study investigates the structural relationship among perceived impacts, benefit perceptions, and supports for the event. Local residents in the Black Hills area in South Dakota, where the Sturgis Motorcycle Rally is held, were invited to participate in the study. A total of 190 responses were collected using convenience sampling and structural equation modeling was performed to identify the relationship. The findings indicate that the perceived positive impact significantly affects both benefit perceptions and supports while perceived negative impact is not a significant predictor of residents’ benefit perception. In order to maximize community supports, it is recommended that event organizers emphasize on positive economic impacts