Chun-Fang Chiang

Chinese Culture University

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i-10 index

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Co-Authors

Ming‐Jen Lin

National Taiwan University

Semin Kim

Korea Research Institute of Chemical Technology

SooCheong Jang

Purdue University West Lafayette

SunTak Kim

National Taiwan University

ChienHsun Lin

Deborah D. Canter

Kansas State University

Brian Knight

Brown University

Ming-Yu Lin

Chinese Culture University

Wen-Yu Chen

National Yunlin University of Science and Technology

Chia-Yuan Hsu

Kaohsiung Veterans General Hospital

Cooperative Institutions

Chinese Culture University

Kansas State University

National Yang Ming Chiao Tung University

National Taiwan University

National Cheng Kung University

National Bureau of Economic Research

Colorado State University

Audencia Business School

Brown University

University of Pittsburgh

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Papers

Citation

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Research Field

The Impact of Employee Training on Job Satisfaction and Intention to Stay in the Hotel Industry

Journal of Human Resources in Hospitality & Tourism (2005)

Chun-Fang Chiang Ki‐Joon Back Deborah D. Canter

ABSTRACT Training has been found to link with improving job satisfaction and employee intention to stay. The purposes of this research were to investigate the expectations and perceptions of training quality between hotel managers and employees, and to suggest implications for improving training quality and increasing training satisfaction, job satisfaction, and intention to stay among employees in the hotel industry. The conceptual model of this study was developed based on SERVQUAL and the ServiceProfit Chain model. T-test showed that employees perceived low training quality, which suggested employees were not satisfied with training quality and that training quality needed improvement. Results of regression analysis showed that training was positively related to training satisfaction and job satisfaction. Job satisfaction led positively to intention to stay. The indirect effect of training quality on intention to stay was mediated by job satisfaction. This study suggests more understanding of the importance of training quality and its consequences, and to pay more attention to employee training.

SERVQUAL

10.1300/j171v04n02_06

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Citations (162)

Can Partisan News Shift Political Preference and Voting Behavior? An Experimental Evidence from Taiwan's General Elections 2016

RePEc: Research Papers in Economics (2019)

Chun-Fang Chiang Semin Kim SunTak Kim ChienHsun Lin Ming‐Jen Lin

We conduct a field experiment to investigate the elects of partisan news on the 2016 Taiwan Presidential and Legislative Elections. Sub- jects are divided into four groups: rightist (KMT), leftist (DPP), new third-party and control, and provided with distinct partisan news ar- ticles. To ensure readership of assigned newspapers, subjects join multiple experimental sessions in which they are asked to solve quiz questions about the news articles and rewarded according to their quiz scores. We measure the elects of partisan news by comparing the reported vote choices in the 2016 Elections with subjects' initial political preferences. We find that the leftist news articles have signif- icantly increased the support for the DPP candidate Tsai by reinforc- ing the existing preferences. The articles about the third-parties have changed subjects' voting intentions to support the new party GSD. We also find that the estimated baseline and reinforcement treatment elects are driven by undecided subjects or swing voters.

Left-wing politics

Audience measurement

Source

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Citations (0)

Classifying technological innovation attributes for hotels: an application of the Kano model

Routledge eBooks (2021)

Chun-Fang Chiang Wen-Yu Chen Chia-Yuan Hsu

Kano model

10.4324/9781003176039-4

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Citations (11)

Preferential segmentation in F&B service innovation

Journal of Foodservice Business Research (2024)

Chun-Fang Chiang Y. C. Yen

Innovative services in the food and beverage (F&B) industry are key to meeting consumers' preferences. Several current service innovations require consumer involvement. Service-dominant (S-D) logic theory emphasizes the co-creation of services by service providers and consumers. Accordingly, this study explores consumer preferences for F&B service innovations by categorizing preferred service innovations and performing a cluster analysis to compare demographic and restaurant consumption patterns among clusters. We conducted an online consumer survey using convenience sampling (518 valid responses). Consumer preference was highest for "customized services," followed by "epidemic prevention and hygiene measures," and "dining reservation system" at restaurants. The factor analysis of service innovation included six factors: innovative dining, technology-assisted ordering, intelligent cuisine, green dining, home cooking, and smart robots. The three clusters included innovation neutrals, innovation enthusiasts, and traditional consumers.

Service Innovation

10.1080/15378020.2024.2430068

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Citations (0)

Examining job stress and burnout of hotel room attendants: Internal marketing and organizational commitment as moderators

Journal of Human Resources in Hospitality & Tourism (2017)

Chun-Fang Chiang Bang-Zhi Liu

Housekeeping is a support department that helps provide and support quality service and products for hotel customers. Room attendants, however, face as much job stress as other staff. Therefore, this study examines the causal relationships among job stress, job burnout, and turnover intentions, while also verifying internal marketing and organizational commitment as moderators for the effect of job stress on burnout. Study results indicate that room attendants who suffer job stress do have higher job burnout, which, in turn, affects their turnover intentions. Further, internal marketing and organizational commitment significantly moderates job stress and job burnout.

Job Stress

Internal marketing

Affective events theory

10.1080/15332845.2017.1266869

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Citations (48)

Online Reviews on Online Travel Agency: Understanding Tourists’ Perceived Attributes of Taipei’s Economy Hotels

Journal of Quality Assurance in Hospitality & Tourism (2021)

Chun-Fang Chiang Ching-Wen Huang

This study assesses the attributes and performance of economy hotels as perceived by tourists and examines the differences in the importance ascribed to the perceived attributes among different tourist types, hotel star ratings, and tourist nationalities. Using the content analysis method, 1,545 online reviews of Taipei's economy hotels posted on Agoda and Booking.com were collected. Overall accommodation conditions, transportation convenience, breakfast service, room facilities, and staff attitude were the top five hotel attributes that tourists were found to value and mostly rate positively. Overall, bathroom quality, hotel design, noise level, room facilities, decoration, and design were found to be negatively rated, with improvements suggested for economy hotels.

Value (mathematics)

10.1080/1528008x.2021.1923107

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Citations (12)

How Empowering Leadership and a Cooperative Climate Influence Employees’ Voice Behavior and Knowledge Sharing in the Hotel Industry

Journal of Quality Assurance in Hospitality & Tourism (2020)

Chun-Fang Chiang Jou-an Chen

Front-line employees usually have the longest contact with customers and can directly identify and solve their problems immediately. Therefore, employees' voice behavior and knowledge sharing are important resources for hotel organizational efficiency and improvement. This study examined the effects of empowering leadership and a cooperative climate on employees' voice behavior and knowledge sharing through their job autonomy, using data from 327 five-star hotel employees in Taiwan. The results suggest that an empowering leadership style and a cooperative climate in hotels could improve employee job autonomy, enabling them to voice their opinion to managers and share knowledge with their colleagues.

Knowledge Sharing

Organisation climate

10.1080/1528008x.2020.1802391

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Citations (30)

How Hospitality and Tourism Students Choose Careers: Influences of Employer Branding and Applicants’ Customer Orientation

Journal of Hospitality & Tourism Education (2018)

Ming-Yu Lin Chun-Fang Chiang Kuo-Ping Wu

The concept of fit has become an important recruitment issue in recent years. The hotel industry is labor intensive, requiring a large workforce to serve customers, and the demand for staff remains urgent. In this sense, hotels must attract suitable staff to provide excellent customer-oriented service. Therefore, recruitment activities should carefully consider how to deliver messages and further attract appropriate applicants. This study examined whether employer branding and applicants' customer orientation influence applicants' person–job fit and job choice intention. The study found that person–job fit has a mediating effect. The research results suggest that hotels should develop employer branding and seek customer-oriented job applicants to increase the likelihood of hiring excellent employees who can fit within their organizational culture.

Hospitality

Customer orientation

Service-orientation

Customer Service

10.1080/10963758.2018.1480377

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Citations (29)

Consumer Preferences regarding News Slant and Accuracy in News Program

Chun-Fang Chiang Hsiu-Han Shih

本文使用台灣各區每周收視率之資料，檢視新聞節目之政治傾向和正確度對消費者選擇新聞節目的重要性。我們發現，泛藍之新聞節目在泛藍比例較高地區的收視率較高。此外，我們發現在特殊政治事件發生時，收視觀眾的政治偏好組成更為極端化。這個結果除了並非來自於反向的因果關係，更顯示出消費者傾向收看與自己政治意識形態相近之新聞節目。最後，本文使用兩個假新聞事件，探討消費者對新聞正確度的敏感度。我們發現假新聞事件對收視率的影響極小，甚或不顯著。

10.6277/ter.201712_45(4).0001

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Citations (1)

An Expectancy Theory Model for Hotel Employee Motivation: Examining the Moderating Role of Communication Satisfaction

International Journal of Hospitality & Tourism Administration (2008)

Chun-Fang Chiang SooCheong Jang Deborah D. Canter Bruce Prince

ABSTRACT The study investigated the role of communication satisfaction as a moderator strengthening the effect of three components of the expectancy theory (expectancy, instrumentality, valence) on work motivation in a hotel setting. High and low communication satisfaction groups respond differently to expectancy, instrumentality, valence, and work motivation. Employees who are highly satisfied with communication respond more positively toward motivation components, and they are more likely to perform well in their job when they are motivated. However, a series of confirmatory factor analyses of metric invariance indicated that there is no significant difference in the moderating effect between high and low communication satisfaction groups. Communication should be managed collectively to motivate employees. Implications and suggestions for future research are provided to better explain the process of decision-making when hotel employees are motivated.

Moderation

Work Motivation

10.1080/15256480802427263

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Citations (59)